Complaints

This profile includes complaints for Mirabito Fuel Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mirabito Fuel Group

  49 Court St PO Box 5306 Binghamton, NY 13902-5306

• 

  Mirabito Fuel Group

  650 Bear St W Syracuse, NY 13204-1353

• 

  Mirabito Fuel Group

  65 Mitchell St Norwich, NY 13815-1540

• 

  Mirabito Fuel Group

  PO Box 5306 Binghamton, NY 13902

• 

  Mirabito Fuel Group

  44 Grand St. Sidney, NY 13838

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:03/17/2025

  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.

  I paid $397.75 for a service contract for my furnace. Due to poor communications with Mirabito, I cancelled my contract and went elsewhere. Speaking many times with the assistant manager, Kathi S*********, she finally agreed to cancel the service contract and refund the total amount. It the check I received was only for $298.61. I would like the balance. Also, this is a very involved problem that has been going on since January. I was put on hold for non payment for an oil delivery, but was never notified of the delivery no receipt, no email ,texted or mailed an invoice for this delivery. I was on a. Cruise and could not mail the check and I told them that. I paid for this delivery the day I returned.They let me run out of oil saying it would take 3-5 days to be put on the schedule. I ran out of oil that same afternoon, after I called them. I had to wait all afternoon and next day until they came for my delivery. I promptly paid them the same day. Then they charged me a labor charge, because the service man came to start the furnace , I was charged even though I paid a service contract. This is where the problems arise. I. Hope you can understand my frustration with this company, as they bought my old oil company, ******** ****. I was not made aware of this change of ownership. They do not leave receipts. When they deliver, no email, text, or regular mail. Very disappointed with this company. I have always paid my bills on time.

  Business Response

  Date: 04/01/2025

  The additional refund the customer desires was mailed to the customer today 4/1 in the amount of $139.32. Logs indicate attempts were made to contact the customer regarding her account on 1/17,1/23, and 1/30; the logs state  messages were left for the customer and asked the customer to  please call Mirabito back  to discuss the account. The account balance is now zero and the account is noted  per customer’s request , customer has communicated with Mirabito they switched suppliers, no more deliveries or service is to be provided by Mirabito. 

  Customer Answer

  Date: 04/07/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ******** *****

• Initial Complaint

  Date:12/05/2024

  Type:Order 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.

  I have been contacting Mirabito Fuel Group since 9/5/24 to cancel my service. I’ve been told one lie after another. 1. Called 9/5/24 to cancel my service and have tanks picked up for a refund. Was told I couldn’t cancel my service until the manager spoke to me. No manager ever called me back. I was told they would. I was put on “will call.” 2. Called 11/19/24. No work order was ever put in to pick up my tanks. I was told it should be next week when they come pick up my tanks. 3. 12/5/24. They have no idea how long it’ll be before they have someone available to come pick up my tanks. This multibillion dollar company “only has one truck and one person capable of picking up tanks. There are so many customers converting from propane to natural gas or vice versa”. (Absolutely not a thing) I have two tanks with 60 pounds of propane in them. Mirabito is holding approximately $400 of mine hostage. (60 pounds, two tanks, times 2.79 (?) a pound??) I’ve patiently waited for three months. I have had issues and problems with this company for 10 years. This is just the last problem. I’ve been storing their tanks for free for three months.

  Customer Answer

  Date: 01/06/2025

  I received a refund check today.  Took four months and me also continually checking with Mirabito. Thank you for your help. I’m confident that I couldn’t have done it without you and the BBB  ***** ***** 

• Initial Complaint

  Date:11/12/2024

  Type:Order 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.

  Mirabito Energy -- Company does not honor service contracts and cannot provide me with detail on what is covered for the service plan I have. Mirabito has been unable to provide me with details of prior year contracts as well, despite annual service charges for approximately 10 years. Sept/Oct 2024: Receive annual service contract invoice for $299.99 10/14/24: Contact CSR requesting details of contract. Receive pricing contract via email for $249.00 Service Agreement + $49.95 ********. Additional heat zone & water heater coverage N/A. CSR states this is the same as my contract in previous years. 10/15/24: Pay $299.99 invoice. 10/25/24: Service tech comes out for annual cleaning and informs me I need a new tank. 10/29/24: CSR calls and said that I “cannot add ******** after I need a new tank”. This does not make sense with the timeline of events. 10/30/24: CSR calls back and refuses to acknowledge the contract that was sent over. Manager then calls me and says that they do not even sell ******** but he will call back. 11/8/24: I call manager for an update since I never heard back, and am told that the contracts I have paid for are not valid. This appears to be a scam/fraudulent activity. Each time I have been in contact I receive a different response which contradicts what I have been told previously. $299.00 x ~10 years of service contracts = ~$2,990 on service contracts in total

  Business Response

  Date: 11/29/2024

  We are reviewing this complaint. We will respond as soon as everyone has had the opportunity to review.  We apologize for the delay !  

  Customer Answer

  Date: 12/01/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   I will await for the response from Mirabito once they have had the time to review.   Regards,  ******* *****

  Business Response

  Date: 12/09/2024

  We apologize for  the delay , I branch intends to reach out directly to the customer with an offer of resolution.  

  Customer Answer

  Date: 12/13/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  This is the 5th business day since receiving the last message through the BBB portal which requires me to accept or reject. At this time I have not been contacted by a Mirabito representative via phone or email. If I missed a call from an unknown number, no voicemail was left. No resolution has been communicated, offered, or discussed. 1) Can you provide me with prior contracts - what was paid and what was covered. I have been a customer for 10+ years at 2 different locations. 7+ years at current address. 2) Can you provide me with my current contract that I paid for and what is covered (I was told that the contract Mirabito sent to me and that I paid for on 10/15/2024 "is not valid/will not be honored"). Therefore I have no idea what is or is not covered from either a service or ******** perspective. I do not understand why the contracts sent from the Mirabito office include services and programs that I was told by the manager "they do not sell". This needs to be explained. 3) Please provide a resolution in writing within the next 5 business days (12/20/2024). This has been on-going for over 1 month at this point via BBB, and for many weeks prior to that where the manager would not return phone calls. I am requesting feedback ASAP.  Regards,  ******* *****

  Business Response

  Date: 12/16/2024

  Good Morning,  We have been trying to reach Mr ***** but the voicemail is full but we will be scheduling a visit with installer to give him a quote on a new  tank. The resolution will be to honor what would have been the discount of the tank sure and give Mr ***** the information. We have sent Mr ***** an email. To see if he responds We encourage the customer to reach out to Anthony *. P*******, Branch Operations Manager, at ************ or his cell at ************ or at *****************************  since our attempts to reach the customer by phone have not been successful. 

  Customer Answer

  Date: 12/16/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I received a call from the manager this morning (12/16/2024) and was able to talk with him. I sent him details of my new tank install which has already occurred (12/3/2024) including invoice and cleared payment. I will await final / completed resolution. Attached is my call log from ******* for reference. There was no attempt (prior to today) over the last month to contact me from the numbers listed.  Regards,  ******* *****

  Business Response

  Date: 01/04/2025

  Good Morning,  Mirabito has responded to the rejection in the attached letter from the Operations Manager.  Mirabito values customers satisfaction . The $350.00 credit has been posted to the customer's account .  We continue to encourage the customer to contact Anthony as referenced in the letter for any additional discussion on this topic    

  Customer Answer

  Date: 01/06/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Thank you for providing a formal letter, as I did not receive that via email or ****. Although a $350 credit is appreciated, and I do see it posted to my account, this is not what was agreed upon with Anthony. After receiving the email on 12/16 (attached) where "discount equivalent to what the ******** insurance would have been" was offered in writing, it was discussed on the phone that the amount is typically between $1,000 to $1,200. I agreed to $1,000 in good faith with Anthony. Two days later on 12/18 I received another call where it was mentioned Mirabito would no longer honor the agreement and instead issue a $350 credit, which i did not agree to this sudden change of a 65% reduction. There are a multitude of issues here:1) My current contract sent by Mirabito states I have ********, I was billed for it, and paid for said contract. Mirabito did not complete inspections on their end, and in turn claim that the contract is not valid. 2) I was told by Mirabito technicians I needed a new tank and would not receive oil until it was replaced. Low on oil, in the winter months, and with scheduling multiple weeks out - I was in a situation to get a replacement ASAP. I utilized Mirabito's suggested vendor that they scheduled to come to my home to replace the tank. Stating that Mirabito wanted to send out a technician to my home to inspect that tank (1) already happened on 10/25/2024 and (2) is by no means accurate when they are the ones that scheduled the replacement vendor to come to my home. This statement does not make sense based on the timeline of events and scheduling that was done by Mirabito. If a 3rd party inspection was needed it should have been done before Mirabito scheduled the tank replacement vendor to come. 3) Manager stated that the $3,700 I paid would be the price that Mirabito would pay. He also shared that they would have negotiated a higher price with the tank replacement vendor to show an invoice amount of approximately $4,300 to $4,400 (implying artificially inflating the cost to the consumer) per conversation on 12/18/2024. This tracks with Mirabito initially offering $1,000 before realizing the tank had been replaced and then reducing the offer to $350 which I did not agree to. The vendor sent Mirabito confirmation details of the new tank prior to the initial contact on 12/16/2024 so it is unclear as to why Mirabito was unaware of the replacement. The amount I paid has no bearing on refund amounts that were agreed to and is a continuation of deceptive practices. 4) An account fuel credit is not a reasonable resolution. ******** would have provided a discount of the amount paid (not related to fuel as credited for). The $3,700 came directly out of my checking account and any reimbursement should be via check from Mirabito and not an account credit. 5) I previously provided my phone records. Statements regarding trying to reach me repeatedly by phone are not accurate. The statements by Mirabito are consistently inaccurate and not factual (as detailed above and via previous responses), directly contradicting documented conversations. If the agreement of $1,000 is not resolved, this matter will be escalated. The manager made it clear on 12/18 he is not willing to honor the agreement or work to resolve the matter in a satisfactory manner. Again, please reference 12/16 attached email stating "discount equivalent to what the ******** insurance would have been". All rights and remedies are expressly reserved. Regards,  ******* *****

• Initial Complaint

  Date:09/10/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  We have had ******** *** for 25 years. Without prior notice sometime in Oct of 2023 Mirabito Energy took over but customers not informed until spring of 2024. As a ******** customer I carried a credit balance & when informed ******** secretly converted to a new company & were not transparent at the time of change, I moved to a new oil company. Our last oil delivery from ********/Mirabito - was on April 25, 2024 for 120.8 gallons that was $483, based on the uploaded report I had a credit for the same & my balance was zero. We did not actively agree verbally or in writing to switch to Mirabito, lock in a rate or agree to any service agreement. We changed to a new company to include a service plan & auto deliveries a few months back. I received an invoice today stating we had outstanding $1,061.23. I spoke to Amanda G**** who works in billing at Mirabito & asked how was I being charged for a service agreement - I never entered into a verbal or written agreement for this (in past with ******** you did have to actively agree in writing to an annual service agreement, actively elect a lock in rate & actively elect a monthly budget plan). I requested the uploaded itemized invoice. I requested & Amanda stated they would remove the $397.75 for service agreement & $10.85 finance charge. I again asked how I had a zero balance & she said a converted balance of $652.63 was owed. She said that is what ******** converted. I said look at itemization - I had a credit balance then had last delivery and the balance was zero. Amanda then stated she looked at full account & I actually owed $317.15. In the 3 hours of back & forth my owed amount went from $1,061.23 to $317.15 & no explanation how $0 balance in April with no services/deliveries means I have outstanding balance.. I am not trying to evade any financial responsibility but I feel confident I do not owe & will not pay for something Mirabito cannot illustrate why I would owe, when the itemization shows I have zero balance.

  Business Response

  Date: 09/20/2024

  In review of the account it is evident that the Service Agreement has been removed from the customer's account on September 12, the finance charge  was removed today , leaving a balance due to Mirabito in the amount of $652.63. The $652.63 is the AR balance as of 5/1/2024 when The *********** account was merged into the new platform. The amount was verified thru the reconciliation process and reviewing the account in the prior software. The balance matches.  ******** had shared with Mirabito during the discovery process that all customers on a Service Agreement were auto renewed, we apologize for the renewal without the opt in but as stated in sentence 1 the Service Agreement was removed.  Mirabito has attached the documentation that supports the balance as presented on 5/1 as the opening balance in the new software matches the closing balance on 5/1 in the old software.  Please note the Account balance line in the upper right and corner.  Mirabito has also emailed statements showing this AR balance on the budget statement. as well statement on 9/15 asking for the full balance on the account.  No payments have been received , the last payment logged was the payment  posted on 4/1 in the amount $370.00, no payment has been received since that date,.if the customer believes this is wrong they should provide Mirabito with copies of the canceled checks, front and back so an investigation can commence.  We  hope this information provides clarity .    

  Customer Answer

  Date: 09/26/2024

  Hi:I have attached a timeline to include the Transaction Report and the many emails between Mirabito and I. I also had phone conversations with Amanda G**** and we were waiting for Robert G******, Operations Manager, to provide exact details of Converted Fee. We are absolutely confident we do not owe and that converted fee is inaccurate. If you review the Transaction Report below it itemizes the services, payments and oil deliveries back to July 30, 2022 with ********. We carried a credit from 8/23/2022 until 4/25/2024. Since 4/25/24 we have not had any furnace service, no oil delivery or any other service or product exchange with ******** and/or ********. We paid in full for 12 month service contract (on below transaction report 7/29/2023 for $398.80). The report shows the number of payments and the credit balance.  We were not contacted to affirmatively agree to a service contract for Fiscal 2025, we did not lock into a rate nor elect a budget plan with Mirabito. We switched oil vendors and have fully paid for oil and service contract. I am shocked that Mirabito can simply send invoices to state we owe a "Converted Balance"  but after several attempts by my husband and I to request what that balance was for not one of the three Mirabito representatives can articulate what product and/or service it was for, and two of the three stated that is what it is a converted balance. Who would blindly pay $652.53 with no evidence it is owed except a company stating they say so. They also added a finance charge and placed a service agreement charge to bring to a total of $1,050.38 when we never spoke to anyone, never returned anything in writing to even state we wanted a service agreement or further deliveries (******** did contact their customers every July/Aug to actively elect rate lock-in, budget plan and service agreement if wanted). I am pleased that Mirabito removed the service charge, but I still confidently assert we do not owe anything to Mirabito. How can we hold a running credit balance that shows debits and credits, with our running balance having a credit from 8/23/2022 through 4/25/2024, and have nothing provided from Mirabito and be billed for unknown charges? I have spent hours trying to have Mirabito either produce itemized details of owed amount or remove the charge that I am certain was done either in error or intentionally to see if people will pay.  

  Business Response

  Date: 10/03/2024

  Good Morning,  The AR due to Mirabito is correct, please refer back to the final budget statement generated on the SPP Statement  form , The customer had a balance of $169.55,  and  they received a delivery of fuel oil,in the amount of $483.08,  Previous AR balance of $169.55+ Delivery of $483.08 = AR balance of $652.63 , this is the balance that converted to Mirabito on the date of the conversion , since that date no payment has been received.  We can have our credit team call and review the AR with the customer , Customer can review the previous budget statements in addition to the budget statement that was attached previously here in this correspondence and or the customer can reach out to Jeff Pilarchik, our credit manager to review the account and further support the validity of the AR due.  Sincerely  Submitted on behalf of the Mirabito Team by Marie *. H*********** 

  Customer Answer

  Date: 10/08/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  We 100% do not owe any additional dollars to Mirabito. The submitted transaction report is vey clear we had a credit of over $400 prior to last oil delivery in April - that 120 gallons delivered was paid in full with remaining credit. Our balance was $0 after last delivery. I have had two separate representatives at Mirabito try and give  us a different explanation of sorts and now a third different rep and reason. This last statement is unbelievably false which the transaction report clearly illustrates the level of deception.  There is nothing more owed and nothing more being paid. This is dishonesty in billing practices. We are hard working people who pay our bills when owed, we have no negative remarks or past due payments across our credit.  We owe $0 and that is what will be paid.  Regards, ***** * ******* *********

• Initial Complaint

  Date:02/02/2024

  Type:Billing 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 put 15 gallons of gas in my vehicle and was charged 300.00 dollars for 53.00 dollars worth of gas

  Business Response

  Date: 02/03/2024

  Hello,  Please have the consumer contact Me at *************  The information provided does not provide us enough information to research the transaction. .  Please contact ***** @ ************- this may not be an item Mirabito can resolve, the consumer may need to contact their financial institution - but without more information from the consumer , Mirabito is not able to do any additional investigative work.   

• Initial Complaint

  Date:01/19/2024

  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.

  I want this bill reduced to zero. I have faithfully had this company for years and have been completely appalled by the recent business that has been dealt to me. I had my propane tank taken from my house I use for cooking with no sort of warning at all. There is still propane in that tank and have no idea if they are even going to refund me for that. I have been charged a finance charge totaling 121.98 and have not used their pay monthly service. I have had years of unused kerosene as well that I have not received credit for. I have spoken to this business several times and have received no answer on where my unused kerosene has went. Upon investigation I have also seen that I have been over charged for my kerosene. Getting charged for prices in the city when I in fact do no live in the city. At this point I do not want anymore business with this customer and am completely upset with how they handle business.

  Business Response

  Date: 02/05/2024

   Good Day,  The customer is responsible for the balance on the account. The customer had enrolled in a budget payment plan of $272.00 per month.   Customer did not make consistent payments of $272.00 and therefore the fuel delivery from January of 2023 was not paid in full.  The customer was contacted by Mirabito addressing the outstanding balance over the past year,  .. Mirabito encourages the customer to contact Mirabito at ************** and request to speak with ****** *****. The customer contacted Mirabito on 2/2 to close their account, On 1/29/2024 ****** ***** with Mirabito attempted to call the customer and did not reach the customer so a letter was sent and ******** contact information was included.  Mirabito is unclear on the customer's reference of city kerosene. Mirabito does not have a city kerosene price structure. The customer has never been charged tax on their kerosene .  Again Mirabito encourages the customer to contact Mirabito to discuss the balance due Mirabito.   

  Customer Answer

  Date: 02/05/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   The budget plan that they are referring to is a monthly installment plan.  They are correct in that I didnt pay the payments but the problem is is I didnt use the entire amount that I was contracted for.  They are referring to that I owe them payments but that doesnt outweigh the fact that they owe me for unused kero.  I was over charged for kero based on that years average kero prices.  I want all the finance charges refunded.  I have tried to reach out to them with no response.  They again have not tried to call me or I wouldve gladly talked to them over the phone.  This is not resolved and there needs to be credits issued.  I will eagerly await a phone call from Mirabito. Regards, ****** ********

• Initial Complaint

  Date:06/07/2023

  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 12/13/2022 I contacted Mirabito requesting that that deliveries for my residential propane be held because I was coordinating service with a different service provider. On 12/22/2-22 I followed up that I had established service with my new provider and to please inform me regarding pickup of the Mirabito tank and the refund that I was due of more than $1000 for the unused propane. 4/28/2023 I followed up again and was told that my inquiry had been forwarded to the Oneonta office. E-mail trail can be provided as needed.

  Business Response

  Date: 06/26/2023

  Mirabito mailed check #*** CK #****** in the amount of $1200.72 to the customer on 6/8/2023- the tank was picked up on or about 6/14/2023.., since it appears the BBB did not receive our initial response, as we always respond, I have asked to see if the check mailed has been cashed. . Under normal conditions customers do not wait this long for the tanks to be picked up. The initial request read to pickup tanks when weather clears, the weather cleared but an oversight occurred and there was an extreme delay in the pick up. Our apologies.  Responded to initial complaint, Kevin at the BBB states the response was not received.  i did get an email as Kevin called from the BBB and this is the email I am responding again with updated information.  

• Initial Complaint

  Date:02/14/2023

  Type:Billing 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.

  I had propane delivered in December and the delivery guy stated he filled the tank, but the gauge stated it was at 60. He complained that he only had to deliver 33 gallons. He stated that the gauge needed to be checked so I should call. So eventually I called Mirabito telling them this, since it’s their tank and I don’t owe it. A service guy stopped in the evening a day or so after I called it in. Looks at the tank and says there is nothing wrong with it. Fast forward I got my take fill and this time the gauge is working and it was 66 gallons. I received a service fee of $155.52 for the 5 minutes the guy was there to check the gauge even though I was told to call by the delivery guy. I called to find out about the change and pretty much told you called you have to pay it, it’s a mandatory fee. The lady that called really didn’t care what I had to say. I’ve been with Mirabito for going on 16 years and I would have never called if I wasn’t told by the delivery guy to do so. This equipment doesn’t belong to me and I shouldn’t have to pay for a arrive I was told I needed, but didn’t.

  Customer Answer

  Date: 02/15/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  BBB spoke to the consumer and the following was relayed: This dispute has been settled.  Regards,  ****** ****** 

• Initial Complaint

  Date:12/23/2022

  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.

  Charged me for 10 gallons in the bill for 225 then charged me again 79 for the same 10 gallons. This company told me that the 225 would be removed from the bill all together instead they charged me twice. The manager is never available and doesn't call back. This company is the most unorganized company I've ever delt with. They just make mistakes and don't care about the customer.

  Business Response

  Date: 12/26/2022

  The customer in fact was not charged two times for the same product. The customer was initially billed for 10 gallons of kerosene, a new employee training, selected the incorrect product for kerosene, so the customer was credited for the incorrect product and then billed for the correct product. To compensate for the error during employee training, Mirabito has credited off the entire 10 gallons of kerosene, not on attached the the general account adjustment. Mirabito has also credited off the the labor charge do to the miss communications between the customer and Mirabito . Mirabito apologizes for the miss communication between the branch office and the customer. The customer owes the remaining balance for the fuel oil delivered to the tank , again all listed on the attached. Sincerely, Mirabito Energy Products 

• Initial Complaint

  Date:10/06/2022

  Type:Product 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.

  On April 15, 2022 I had a Boiler Cleaning and Tank Inspection as I have had at variable times in years past. The individual from Mirabito Fuels came in the morning and did the necessary Boiler Cleaning an inspection of my indoor Oil Tank as they have done in the past. This year the technician informed me that he had to Red Flag my Oil Tank because this year he could not certify my tank as passable. I had advised him that I had the "********" Warranty and he advised me to contact Customer Service. This is not the first year that I had the Warranty and that I had the coverage with the Company before they had purchased the Accounts from ********** Fuels. The next week after Easter I had contacted Customer Service in reference to the inspection, and what to do going forward. I was told by Customer Service that I did not have the coverage. The week of April 25th 2022 I receive the formal notification from Mirabito about failing the ******** test and to contract the regional manager from Castleton-on-Hudson Office. Upon contacting that individual he said that since there was no Oil leaking from the tank it was not covered. I explained to him that I had a Warranty that stated otherwise but he refused to cover the tank. I asked him to have his Mgr. give me a call. After waiting a number of weeks on 6/9/22 Dan F********** asking me question on the ******** program, He advised that unless the tank was leaking that it was not covered. I advised him that the tank had failed their test and that under my Warr that it is covered. At that time he advised that he would get in touch with the technician to see if he had pictures and it would take a couple of weeks. He advised me that they would continue to fill the tank until it leak. After not hearing from him in the middle of August I gave him a call. On Aug 23 Tom N******* gave me a call and made appt to take pictures. He took the pictures and advise me that the tank did fall under the Warr. Ieft a message on 9/25 no callback.

  Business Response

  Date: 10/19/2022

  ******** tells Mirabito if the tank is eligible for the $1000.00 at this time ******** has received the  pictures of the tank but ******** has not made a decision. Our sales representative Tom spoke with ***** and someone from Mirabito( the customer did not say who) told him he could get the $1000.0 credit and switch his entire heating system to propane, the ******** program does not work this way and whoever the person was miss informed ***** and gave ***** the incorrection information. Mirabito does not know who the employee was.  The branch location will be or has already reached out to ***** know if ******** does qualify the tank for replacement then we would be more than happy to send quote with the rebate in it. In the meantime the tank is still covered under the ******** program and will for the life of the tank since it was originally qualified (which was explained to him) and we will continue to deliver until ******** deems this tank qualified for replacement.  The tech found rust and failed it for visual reasons, also the thickness test was below ******** recommendation, the proper procedure which we found out later is send this to ******** and not tell the customer anything until ******** come back with final recommendation. Mirabito will or has spoken to ***** regarding all of this and Mirabito apologizes for the miss information.   

  Business Response

  Date: 01/23/2023

  *****,Thank you for your response from my previous E-mail which I stated that Mirabito has offered to give you $1000 towards the install of a new oil tank or propane conversion completed by Mirabito,  from this E-mail it sounds like you have already completed this process from an outside contractor which the ******** program states they will not give the credit for.  In the packet you sent to the Attorney General you included the letter Mirabito sent to you explaining the ******** coverage.  At the bottom of this letter it states "Tank replacement or propane conversion must be completed by Mirabito Energy Products". At no point did Mirabito say we would not deliver oil to your residents and the green tag you have on your fill pipe is the same tag we have on all our customers locations, it has a specific bar code to let our driver's know which pipe to fill and to match the number with the manifest to make sure they are at the correct address.  It does not mean "With having a Secured Tag on my Oil Tank and being unable to put more Oil in the tank".We have responded this same information to the Better Business Bureau and Attorney General. Dan F*********Region General ManagerMirabito Energy ProductsCapital Region/Western Mass/ Vermont

  Customer Answer

  Date: 01/23/2023

  I am not satisfied with their response after taken nine months to address my problem.  When the Mirabito technician Red Flagged my tank back on April 15th he advised me that the tank would be secured and I was not able to fill my tank after he had come up with his findings.  My tank situation had not changed in nine months from that day, and they dragged their feet in not honoring the Warranty.  The only thing that has changed was the Fuel level came drastically low and I had to make a decision to heat my house.  I made numerous attempts to enlist Mirabito to do the conversion by getting a conversion to gas estimate but they would never acknowledge the $1000.00 Credit, and stating that my tank was not eligible.  Even after paying for this Warranty for years going back to before they purchased the account from **********.  In their estimate they were proposing a Gas Burner that was not recommending for My Boiler.  Their estimate also included an additional  charge of $500 for the Oil in the tank which I had just purchased for $500 from them 2 days before the day I had the bad news of their Red Flag of my tank.  They continue not to address my situation at anytime by ignoring my attempts to contact them until they received the Attorney General Inquiry letter last week.  This is their way of not honoring their obligation and hoping the customer ultimately has to go to another installer to heat the house for the winter, and playing the "We didn't do the Work, so it does not fall under the Warranty."  They should be Liable for their neglect and not handling this situation in a timely basis.  Ultimately with their failure to return phone calls and ignore my attempts to use them to honor the Warranty and their lack of Handling Customer Service they have lost all legal rights to deny their responsibility.I also have an open Case with the BBB so I am Forwarding a copy of this email for their file.Again I still feel that they are responsible to reimburse me the $1000.00  due to their neglect.***** ****

  Customer Answer

  Date: 03/16/2023

  The consumer notified BBB that the issue has been resolved.