PALMER, Mass. (WGGB/WSHM) -- Tammie Darby of Palmer has spent ten days without heat in the middle of winter. Western Mass News is getting answers on a situation affecting families across our region, and what you can do if it happens to you.

When Darby’s propane tank was nearly empty, she called her supplier repeatedly and waited more than a week for a delivery.

She says the problems started two years ago, when Superior Plus Propane took over from Osterman. Now, she says, even customers on “autofill” plans, and those with fuel assistance, are waiting and being ignored.

“I kept explaining to them that I’m low on fuel. I can’t do this. It’s cold. It’s winter. Um, and I called, like, everywhere to see if I could get any support. I have fuel assistance. So, it’s not even the monetary support I was looking for. I was just looking for somebody to reach out to them, because it’s not just me,” Darby tells us.

Darby says she spent over an hour on hold every time she called.

When Western Mass News called Superior Plus Propane ourselves, we waited over an hour, just to leave our information for a callback.

The lack of heat creates real danger. Families are turning to space heaters, which fire officials warn can be risky.

At this time, we’re still waiting for a statement from Superior Plus Propane. Tammie tells us she’s already looking for a new provider, as she’s not willing to risk another winter like this.

If you’re in the same situation and facing propane delays, you have options:

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