Complaints

This profile includes complaints for Fabian Oil Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fabian Oil Inc.

  20 Oak Street Oakland, ME 04963

• 

  Fabian Oil Inc.

  26 New County Rd Thomaston, ME 04861-3444

• 

  Fabian Oil Inc.

  1120 Sokokis Trl N Waterboro, ME 04061

• 

  Fabian Oil Inc.

  27 Main St Oakland, ME 04963-4948

• 

  Fabian Oil Inc.

  PO Box 99 Oakland, ME 04963-0099

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I live in an apartment where in Dec my landlord changed it so I would be paying all utilities. We used to have oil included until a new person bought the building and decided to move it to propane. Fabian oil/propane was the company that landed the account because they were close. Anyhow I had to change the account over to my name as I would be paying. When I called they asked for my social then declined me for credit. Therefore I had to prepay. I have paid four times with amount being almost ******. That is just since January. All I have received for propane is just about 146 gallons. Not only are they taking the money and giving me the propane for the amount I have paid but also are telling me I owe them over ******. I am a prepay customer in no way do I or would I owe anything. When I called them to discuss this I was told by one employee she had to put someone else on or she was just going to be a b**** and I would be ****** off. She proceeded to place another lady on who said she would look At the account and call me right back. Over 48 hours later I have nothing back nor has any money been put back into my bank account. They are taking money from people and giving them the full amount of propane. All four times I needed to call to set up a delivery I was yelled at called a lair. They knew three days before the huge storm last month I was out of propane and refused to come out and deliver any for another five days. Fully knowing I had a child. I had to have four space heaters that ran my electric up almost ******. I also had to call them after waiting five days of being out because they hadnt come and it was almost 4pm.

  

  Business Response

  Date: 03/10/2025

  Response to BBB Complaint ****** *****
  
  Dear Better Business Bureau,
  We appreciate the opportunity to respond to the concerns raised by ****** regarding her propane deliveries and account with ********************. After thoroughly reviewing our call recordings, transaction history, and delivery records, we would like to clarify the following:
  
  Credit Approval and Payment Terms
  On May 29, 2024, our team contacted ****** to inform her that she was not credit-approved. We explained that she could potentially qualify with a co-applicant and advised her that, as a prepay customer, she would need to monitor her propane tank and request deliveries before it reached 30%. Additionally, we communicated that winter scheduling can extend delivery lead times.
  
  Delivery History and Account Balance
  Since January 2025, ****** has received four propane deliveries totaling ***** gallons. The total cost for these deliveries was $546.10, which includes two $20 small delivery fees, internal account adjustments, and prompt-pay discounts.
  ****** has made four payments totaling $648.26, leaving her account with a credit balance of $102.18. This credit is available for future deliveries or can be refunded upon request.
  
  Clarifications on Account Issues
  We recognize that there were two sources of confusion that may have contributed to Amandas frustration:
  Misapplied Payment A cash payment made upon delivery on 1/13/2025 was mistakenly assigned to the property management account instead of Amandas. Once this was identified, we corrected the error, which cleared any outstanding balance.
  Early Delivery Misunderstanding ****** placed an order on 2/17/2025 for delivery the week of 3/3/2025, but we delivered on 2/26/2025 instead. She had prepaid $250, but her tank only took 45.3 gallons, costing $148.54. The remaining $102.18 from this payment remains on her account as a credit.
  
  Customer ********************** Interactions
  Our call records indicate that ****** has requested same-day deliveries multiple times, despite being advised to call before her tank reached 30-40%. On some occasions, ****** became aggressive, speaking over our agents when they attempted to explain her account details.
  Regarding her claim about inappropriate language from an employee, our call recordings confirm that the agent stated:
  "Give me a second, I'm going to get somebody else completely to help you with this. And it's not because of anything you're doing, but if I continue doing what I normally do and go through the transactions, it's going to keep upsetting you."
  This was said after multiple minutes of attempting to clarify her transactions while being spoken over.
  
  Communication Attempts
  Amandas complaint states that she did not receive a call back within 48 hours. However, our records show that her initial call she's referencing was made on 3/6/2025 around 3:15 P.M., we attempted to return her call on 3/7/2025 at 10:30 a.m., leaving a voicemail detailing her account credit and offering to send her full transaction history.
  
  Breakdown of Deliveries and Payments
  
  1/13/2025 27.2 Gallons @ $3.0790 - $83.75 + $20 small delivery fee: Total - $103.75
  1/29/2025 25.9 Gallons @ $3.2290 - $83.63 + $20 small delivery fee: Total - $103.63
  2/17/2025 65.3 Gallons @ $3.2290: Total - $210.85
  2/26/2025 45.3 Gallons @ $3.2790: Total - $148.54
  
  Total Cost of Propane After Discounts:
  ***** Gallons - $546.10
  
  Payment Date Amount Paid
  1/13/2025 - $98
  1/29/2025 - $100
  2/17/2025 - $200.26
  2/21/2025 - $250
  
  Total Payments: $648.26
  Current Account Credit: $102.18
  
  Conclusion
  While we regret any frustration ****** has experienced, our records show that all payments and deliveries were accurately processed. Fabian Oil has never overcharged ******, and she currently holds a credit balance of $102.18. We have also attempted to return her call and provide documentation of her account history.
  
  If ****** would like a refund of her credit balance, she may contact us at her earliest convenience. We are also happy to provide the full call recordings and transaction history to the BBB upon request.
  

• Initial Complaint

  Date:11/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order 125 Gallons they delivered 150 and they want me to pay the diffrance

  

  Business Response

  Date: 12/04/2023

  I hope this message finds you well. We appreciate the opportunity to address the recent concern raised by one of our valued customers regarding an over-delivery of fuel to their residence.
  
  After thorough deliberation and careful consideration of the situation, Fabian has decided to take a proactive and customer-focused approach. As a goodwill measure, we have opted to fully dismiss the charge for the additional fuel inadvertently delivered to the customer.

  
  Our commitment to customer satisfaction and ********************** excellence is paramount at Fabian, and we sincerely regret any inconvenience this over-delivery may have caused. We believe that this resolution aligns with our dedication to providing fair and equitable solutions for our customers.

  
  We have already communicated directly with the customer to express our apologies and inform them of the dismissal of the additional charge. Furthermore, we have implemented additional measures to prevent similar occurrences in the future.

  
  Thank you for your attention to this matter.

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Twice in the last month, Fabian Oil has delivered oil to our address, but the amount of oil we have ordered and paid for has not been delivered. The gauge shows that the tank is at less than a quarter of a tank. We have a 275 gallon tank and have purchased 205 gallons, about $800 worth of oil in the last month, way more than a quarter of a tank. When we called Fabian, we were told that our gauge must be broken and to stick the tank to measure the oil. We cannot stick the tank because of how the tank was installed and after inspecting the gauge, it is not broken or stuck. There is a condensation line on the tank that is just below about a quarter of the tank, which is in line with what the gauge says. Fabian refuses to take responsibility, send anyone to the property and has given us no physical proof that the delivery was actually made to us.

  

  Business Response

  Date: 11/14/2023

  Dear ***************************,
  We trust this message finds you well. We are writing in response to your BBB complaint dated 10/26/2023, expressing concerns about recent oil deliveries from Fabian. Following a detailed review of your case, we wish to provide a comprehensive overview:
  
  1. On 09/28/2023, a delivery of ***** gallons of oil was made at a rate of $3.7790 per gallon. Invoice number #******* contains further transaction details.
  2. On 10/26/2023, an additional 100 gallons of oil were delivered at a rate of $3.6590 per gallon. Invoice number #******* can be referenced for specific information on this transaction.
  3. Responding to your complaint, we dispatched a technician on 11/03/2023 to assess the gauge on your tank. The inspection revealed a malfunctioning gauge, which was promptly replaced. The cost of parts and labor for this service amounted to $218.81, and this charge was reflected in your billing.
  4. Subsequent to the gauge replacement, we confirmed the accuracy of the reading. On 11/13/2023, we conducted a follow-up check to ensure the continued reliability of your gauge. At this time, the fuel level was verified to be between and of a tank.
  
  It is evident from our investigation that the root cause of the discrepancy in oil deliveries was your malfunctioning gauge, which has since been rectified. We appreciate your understanding as we addressed and resolved this matter. Should you have any further inquiries or require additional clarification, please do not hesitate to reach out to our customer care team at **************. We value your feedback and are committed to ensuring a positive experience with Fabian in the future.
  
  Thank you for bringing this matter to our attention. We look forward to continuing to meet your energy needs with the highest standards of service.
  Best Regards

  Customer Answer

  Date: 11/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:11/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fabian Oil was cited by the state for having my propane tanks too close to my house's vent.I had recently purchased propane ************ sent a truck too my house and removed the tanks.They never applied any credit to my account for the propane in that tank.I have never received anything from anyone about the fact that for twenty years they had violated the code and created among other this a safety hazard for my family.Last week the person I talked to said she would look into it.Today she is blowing me off and not taking my calls.

  

  Business Response

  Date: 12/14/2022

  We first want to thank ************ for trusting Fabian to provide trouble-free, on-time, and prompt deliveries of high-quality fuel to her home in ******* for roughly the past 20 years.
  When we were notified that the propane tanks on her property needed to be removed, out of kindness we waived the standard pickup fee that is typically applied for removals of this nature. Upon arrival, we noted that ********* tanks were completely empty of LPG, which is why she did not receive any fuel credit.
  Should ************ have any other questions or concerns we invite her to give us a call directly at *************.

  Customer Answer

  Date: 12/15/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:11/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 8th I requested Fabian send a technician to troubleshoot an issue with our boiler. The tech diagnosed the problem and said he put an order in for the parts which would likely take a week. I had no contact with Fabian until I called on November 15. At this point I was told that they needed to hang up and check with their supplier on the parts. They later called back and stated it would be an additional week despite not informing us this was likely at the start of this process. On November 21st I called Fabian again and was informed that the parts were not in and that I would be contacted when they arrived. On November 22nd I called Fabian again requesting an update and was told the parts had arrived even though they did not call as they stated they would. I also requested paperwork proving they ordered the parts on the 9th when they said they did. Fabian states they would have a tech repair out boiler later in the day despite this supposedly being a priority since the 9th. Later on the 22nd Fabian called again and said the tech was on the way but they in fact did not have all the parts required to repair our boiler. We have been without heat or hot water for over two weeks, in late November, in ***** because Fabian has failed to prioritize or actually complete any part of this process. It has been averaging ***** degrees in the evenings and we are struggling to keep the house warm enough to be habitable because of this companies failings.

  

  Business Response

  Date: 12/05/2022

  Tell us ***** understand the customers concern regarding the no-heat issue and truly sympathize with his predicament. We treat every no-heat situation as an emergency, given the nature of the weather here in ***** during November. On November 9th, once our technician had identified and notified us of the parts required for ******************** repair, the service team contacted our supplier to place an order and to request that the parts be delivered to us as soon as possible. The normal turnaround time to receive parts shipped from our supplier to our store in ******* is roughly a week, which is what we had discussed during our initial conversation with the customer. When ****************** called us again on November 15th the parts from our supplier still had not come in, therefore our service manager contacted the supplier to get an accurate estimated ETA for the parts.
  Unfortunately, our supplier failed to place the order when they were contacted on the 9th regarding this matter. It was at this time that the parts were ordered and scheduled to arrive within the next week.When the customer called us again on November 21st, the parts had still not arrived at our warehouse. On November 22nd, we received a package from our supplier which we believed were all the parts necessary to complete ******************** repair. When he called us later in the day on November 22nd ****************** was informed that the parts were in and that a service technician was on his way to pick up the parts and to complete the repair.Unfortunately, upon arrival at our warehouse we discovered that our supplier had forgotten to ship us a component that was critical to the repair. Our service dispatcher immediately overnighted the missing part from our supplier at no additional costs to the customer and the repair was completed the following day on November 23rd.
  While we do our best to keep common repair and maintenance items in stock, we do not always have parts needed for every situation at hand.When there is a need for components to be ordered, we are unfortunately at the mercy of our supplier to provide accurate and fast shipping. We apologize for any inconvenience to ****************** and his family and invite him to give us a call at ************ to discuss this matter should he have any further questions or concerns. here...

• Initial Complaint

  Date:10/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last fall I had a pre-buy agreement with **********************. I still have 52 gallons of Kerosene left on this agreement which *********** said they would deliver when I spoke with them in July. Fabian Oil has taken over Springbrook *********** *********** never delivered my remaining fuel and Fabian says my fuel was not held in reserve. They have put the remaining money on my account for future purchase. The price now is 99% more than I purchased it for in 2021. With my remaining dollars I will only get 26 gallons of fuel. This is not right. They bought the business so my agreement should be part of that purchase.I am 70 years old, on a fixed income: this is not acceptable. Times are hard enough right now without being ripped off.

  

  Business Response

  Date: 11/01/2022

  On June 1st, 2022 Fabian Oil purchased *************************** *** the acquisition included all assets and customer relationships. In an effort to satisfy customers and ease the transition to Fabian Oil, we decided to honor all current year pre-buy contracts for Spring ***** customers. This decision allowed those who signed new agreements with Spring ***** to keep their existing price protection plan and lock in pricing for the upcoming winter season. Interested Spring ***** customers who didnt have a current contract or whos contract had expired prior to the acquisition also had an opportunity to sign up for a Fabian Price Protection Plan during our open enrollment months.
  
  Unfortunately, Ms. ****** existing pre-buy plan had expired prior to the acquisition. Her contract, which ran between October of 2021 and May of 2022, secured 700 gallons of kerosene heating fuel for a total cost of $2484.30 which was paid upfront to Spring ***** at the time of signing. During her agreement, ************** used ***** gallons of kerosene fuel totaling $2,299.39.
  
  Prior to our acquisition, ************** paid *************************** *** $2484.30 in October of 2021 for 700 gallons of Kerosene. Between October of 2021 and May of 2022, ************** used ***** Gallons totaling $2,299.39 of her $2,484.30 credit. After the acquisition of Spring *****, Fabian Oil returned the remaining funds to Ms. ****** account for the $184.91 worth of unused fuel. This credit can be returned upon request.
  
  Fabian Oil does our best to offer cost saving and convenient plans to ALL our customers. While we truly sympathize with ************** and others given the current market volatility and rising fuel prices, due to the dramatic increase in fuel cost since 2021 we are simply unable to honor pricing from previous years and from other companies.
  
  Moving forward we are more than happy to assist ************** in any future requested deliveries of Kerosene and can apply her existing credit if desired. A sign-up form for notifications regarding our 2023 price protection plans is available to all interested customers and can be found here: https://www.fabianoil.com/heating-oil/pre-buy-plans/

  Customer Answer

  Date: 11/01/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************