Complaints

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:04/01/2025

  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 March 26th Robison Oil came to my house because my boiler stopped working. They determined that it was the hydrostat that malfunctioned and needed to be replaced. When I originally contracted Robison to begin service on my home the boiler didnt have a hydrostat. When my boiler stopped working in December of 2022 Robison told me to install a hydrostat because I would be more efficient for the boiler and would be cost effective for me. I agreed due to the money saving opportunity. Fast forward to March of 2025 and the boiler stopped working again. This time it was for the Hydro stat that was installed in 2022. The boiler was used more or less 12 months total during that time from 2022 to now. A part like that should not have a a 2 year working period. The savings I was told I was going to see went right out the window. I called on March 26th about the replacement part and was told I was going to be contacted by a service manager in 24 hours. 24 hours later I called again, I was told again 24 hours for a call. The call never came and 5 days later I called again. I was told no manager were around and were aware of the hydrostat problem. I need to speak to a manager about the replacement part and I seems like no one is preoccupied. This is terrrible customer **********************.

  

  Business Response

  Date: 04/01/2025

  Good afternoon,

  Our service management team has reviewed the account history of this customer and left a voicemail as of ******* today to address their concerns and come to a resolution. We are awaiting their call back.

  Thank you.

  **** *******

  Customer ********************** Manager

• Initial Complaint

  Date:01/30/2025

  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 cancelled my contract Dec ******* and they are still charging me for oil. Over a thousand dollars.

  

  Business Response

  Date: 03/03/2025

  Hi,

  This e-mail is a confirmation that account of ********* ****** was already cancelled on 02/03/25 . Thank you .

   

• Initial Complaint

  Date:12/31/2024

  Type:Delivery 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.

  We contacted Robison Oil to confirm the contract cancellation for oil delivery on September 12, 2024. We received a delivery from Robison Oil on December 21, 2024 which should not have occurred as we are in contract with another provider. We called Robison on December 26 about the oil delivery mistake and were advised to wait for a call back from a manager. We asked again on this call to take us off their auto delivery as somehow we were still active in their system according to the agent. No callback was ever made to us, and we called again on December 31. The agent again stated we would need to call back on Thursday or Friday or wait for a callback from a manager again. What was really surprising is that after explaining the problem again to the agent, she stated that we were still active for auto-delivery even though we had requested to be canceled on two previous occasions. She stated she would mark our account as will call as she had no way of canceling the account. I am left with an account being open and a charge for an oil delivery for which should have never occurred if the account would have been properly closed on September 12 when we initially called.

  Customer Answer

  Date: 12/31/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** ****
  
  
  
   
  
  

• Initial Complaint

  Date:07/18/2024

  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.

  The event occurred on July 12, 2024. We came to our basement and had water flooding due to a problem with the ac. The company ( Robison) came out that evening and the technician diagnosed the problem was a frozen coil which had occurred to a previous technician incorrectly adding filters to the system. He took this filter out and said it should 99 percent fix the problem. We needed to leave the house that weekend as the ac needed to be off for two days for the coil to de thaw. We had a friend come to the house to help let the technician in and that person used our card to pay the bill. We were then made aware that the problem was caused by their previous mistake and they have refused to refund the charge. In the first bill, the consent even writes the problem was likely the result of two filters being placed where there should have only been one.

  

  Business Response

  Date: 08/13/2024

  Robison has spoken to this customer several times and we have refunded the service visits as per his request. He told Robison twice that he would withdraw his complaint.

  *********************************

  Executive Assistant to the CEO

  Robison

• Initial Complaint

  Date:06/07/2024

  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.

  The complaint I have is that Robison's Plumbing Department could have fixed a simple gas valve replacement without involving a 2-week Con ****** shutdown and replacement of our house's gas lines. Even Con ****** agreed that this was unnecessary work. However Robison's Plumber (**** ********) completed a "plumbing survey" and circumvented the issue by insisting that the entire house's gas lines needed to be replaced. Not knowing any better I let them go ahead with the work. I trusted them only to find out that this was completely unnecessary. The walls they tore up and the mess they created and the problems with tenants not having utilities caused so much strain on our household AND our finances that we cannot afford to pay the $5-7,000 fees (which include OUR handyman's work to tear up walls and repair them). I have written to the President, *** ******, and his Assistant, ******** ******** to discuss this and they insist that the did nothing wrong. First of all the billing was entered in the amount of $11,000 only to find that it was a duplicate. After being customers since 1976 we feel that we have been treated unfairly and taken advantage of. I am asking for a reimbursement of finance charges and handyman fees which would amount to $2,000. I am willing to pay for the remainder of the work (with NO finance charges). They also delivered oil when I specifically said NOT to deliver, creating another hardship on our finances of $1,733. This was paid, but the plumbing work has not been settled. Ideally if I could settle this with the BBB, I would prefer this, rather than having to file a small claims suit. Also **** did not even give us a "Scope of Work" and said "he doesn't do drawings" and so we had no idea that they would tear up all of our walls and create so much debris and dust. This type of work needs planning and a budget. Even Con ******'s energy department agreed to this.

  

  Business Response

  Date: 04/21/2025

  Hello,

   

   

  The business wishes to re-open the complaint has the issue been resolved?

• Initial Complaint

  Date:04/05/2024

  Type:Delivery 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 have never had an issue with them Recently its been they have been beyond incompetent . I called over a week ago to set up oil delivery. Said it would be here April 2nothing came called back and they said the the fourth ..nothing came , called back and they said the 5th. It is now 1am on the 5th and Ive run out of oil . No heat and 2 infants ! I have Called them ************** and still No one has gotten back to me . Mind you I pay the 600 for a contract and Im on automatic delivery for oil. Its now 6am and still no one has called me To tell me when/if they are coming . Do not use this company if they cant handle delivering oil over a week span they dont deserve your business.

  

  Business Response

  Date: 06/17/2024

  I am in receipt of ************************* complaint file number ******** concerning the delivery of heating oil to her residence.************** experienced a delay in delivery that did not align with the schedule provided by our customer ********************** team, and ********************** apologizes for any inconvenience this may have caused.
  
  Robison strives to provide correct and timely information to customers. The information provided at the time of ****************** calls was based on the readings from her tank's gauge and the companys automated delivery system. Unfortunately,Robisons automated systems do not currently account for direct conversations between customer ********************** representatives and customers, nor does it reflect real-time updates from delivery.
  
  The outcome in ****************** case was not ideal, and Robison is grateful she had a sufficient amount of oil in her tank to meet her immediate needs. Robison appreciates ************* bringing this matter to Robisons attention, as it highlights areas where the companys service can be improved. Please be assured that Robison takes this feedback seriously and is continuously working to enhance its delivery system to better serve customers.
  
  ********************** values the trust that customers place in the company and is committed to ensuring that customer needs are met with the highest level of service. Robison is dedicated to continuous improvement and to upholding the standards expected by customers.
  
  Sincerely,
  ********************************* ********** ********* ** *** *** *******  *** ***** **** ******* ***** 

• Initial Complaint

  Date:03/06/2024

  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.

  I have pre bought 500 gallons oil from them in 2023. In sept of 2023. i called them and ask them not put any extra oil in my tank. Just put only i bought. But In January them came and filled my tank with oil at premium price.

  

  Business Response

  Date: 03/13/2024

  we have no phone record when he called in to say he only requested what he had left, our contract states you stay on automatic delivery even when your pricing plan expires.  the 130 gallons he received is cheaper then his fixed price that expired. 

  Customer Answer

  Date: 03/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

   I called them and specifically told them. Do Not put a drop more than I purchased. And told them to cancel my service after last delivery.  They should have transcription of my phone Conversation. Again. I am 100% sure a specifically told them to NOT put a drop more than my contract. (Exact word) They charged $4.29 per gallons for the extra oil. market price was $3.39 per gallon that day.  I want the money back. paid $634.10.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ******
  
  
  
   
  

  Customer Answer

  Date: 03/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved becaus

   

   No. I want the full credit.  It is not about the money at the beginning. It was the principle and how rude their staffs. Including their sales manager *******************. They need to learn to be respectful to their customers.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely, 
  **** ******
  
  
  
  
   
  

  Customer Answer

  Date: 03/29/2024

  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 and the matter has been resolved.
  

  ******* **** *********************** * * * * * * ******** ** ********

  *** ********* **** ** ** **** ***** * **** **** *** ******** ***** **** **** * * **** ** ******* *** ** *** ** ** ** ***************** ************** **** ********** ***** ************ *   ******** ***** ****** ************ ******* *** ****** ** ********** **** ******  

  
  

• Initial Complaint

  Date:12/13/2023

  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.

  I purchased the services of Robison Oil in December 2022. This included a "prebuy" of 750 gallons of oil, along with a service contract for my boiler for the period of Jan 1-Dec 31, 2023. On December 1, I was charged over $600 for an automatic renewal of the service contract, for the period of Jan 1-Dec 31, ****. On Dec 6, 2023, I spoke to a representative and requested for the amount of the contract renewal to be refunded, as I was unsure whether I would renew the contract or not. I confirmed verbally that my existing contract would remain in place until Dec 31. Today (Dec 12), I spoke to a representative again regarding the refund amount, and I was told that when the refund was processed, my existing contract was also canceled (e.g., if I place a service call between now and Dec 31, it will not be covered by the plan). I paid a total of $324.04 for the service plan on Dec 31, 2022. Since this plan was terminated early (and in opposition to what I was told when I asked about this specifically), Robison should refund a pro-rated amount to me.

  

  Business Response

  Date: 12/13/2023

  Spoke to customer this morning and confirmed that she is correct in that her service contract coverage is still in place until 12/31/2023. Customer is aware that her account has been updated to show she does have a service contract in place. Customer was satisfied with resolution. 

  Customer Answer

  Date: 12/13/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/05/2022

  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.

  I cannot get a home inspection despite personally speaking with the ***************** Inspector and ******** Oils service department on multiple occasions. I also tried to no avail to advise the salesman but no follow up or follow through of any sort.

  

  Business Response

  Date: 08/23/2022

  Inspection has been scheduled for 8/25/2022 at 10am.