Complaints

This profile includes complaints for Roby's Propane Gas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Roby's Propane Gas

  878 County Rd Junction Routes 58 & 495 West Wareham, MA 02576

  
• 

  Roby's Propane Gas

  107 N Main St Carver, MA 02330-1045

  
• 

  Roby's Propane Gas

  PO Box 129 West Wareham, MA 02576-0129

  

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:05/26/2025

  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.

  Robys Propane is a party responsible for an oil release in my basement due to a false inspection report by an unqualified member of their team. This happened in December,6,2024 and has yet to be resolved. They are taking their sweet time by dragging the remediation out as long as possible.

  

  Business Response

  Date: 06/24/2025

  Roby’s Propane Gas (“Roby’s”)
  disagrees with the customer’s statement of the problem.  More specifically, Roby’s (1) is not
  responsible for “an oil release in [his] basement;” (2) did not prepare or
  provide a “false inspection report” after conducting an inspection of his oil
  tank; (3) did not send an “unqualified member” of Roby’s team to conduct the
  inspection of the oil tank; and (4) did not, and is not currently, “taking its
  sweet time by dragging the remediation out as long as possible.” 
  On Monday, December 2, 2024, one
  of Roby’s experienced employees inspected Mr. Condo-Jerome’s 275 gallon heating
  oil tank (the “Tank”) prior to making Roby’s first delivery of heating
  oil.  The very bottom portion of the Tank
  was surrounded by a short concrete block retaining wall and the Tank was
  roughly ¼ full (65-70 gallons).  Roby’s
  approved the tank’s readiness for receiving a delivery of heating oil within
  relevant guidelines. 
  On December 6, 2024, three
  days after Roby’s filled his oil tank, Mr. Condo-Jerome called Roby’s to advise
  that heating oil was leaking from his tank.  That same day, Roby’s went back to his home,
  investigated the problem, stopped the leak, began clean-up efforts, and began arranging
  a broader mitigation plan.  Roby’s
  returned the following Monday, December 9, 2024, to continue those clean-up
  efforts.
  Pinhole leaks at the bottom of
  the heating oil tank were identified as the source of the problem.  Roby’s reported the leak to MA DEP and
  followed MA DEP guidelines for the clean-up efforts.  Working with its insurer, Roby’s engaged a
  spill clean-up contractor, a licensed site professional (the “LSP”), and
  waste disposal contractor.  Over the next
  2 weeks, clean-up efforts continued, including gas/odor detection equipment,
  all overseen by the LSP. 
  Since the end of January 2024,
  Roby’s has been in contact with Mr. Condo-Jerome regarding his ongoing concerns
  due to odors and residual contamination. 
  Due in part to the structure of the basement and stone foundation of the
  home, more remediation efforts were required. 
  In coordination with (1) the MA DEP; (2) Roby’s insurer, adjuster,
  basement remediation contractor, and LSP; and (3) Mr. Condo-Jerome’s attorney,
  insurer, adjuster, and LSP, all parties have been working steadily to remediate
  the impact of the leak. 
  At all times, Roby’s has acted
  with the best interests of its customer in mind.  It inspected the Tank in good faith using all
  information reasonably available at the time, responded immediately to reported
  leak, and has taken every measure reasonably possible remediate the impact of the
  leak in a timely fashion.  Roby’s will
  continue to remediate this situation in order to enable Mr. Condo-Jerome to
  return to his home.

• Initial Complaint

  Date:07/24/2024

  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.

  07/19/24 I paid $239.37 for a refill of my propane heating and cooking fuel Robys Propane and gas company of *****************. Only this past Monday my cooking fuel goes off I come to find out the gas company disabled the fuel tank back in June without telling me or leaving any notice. I called the company to resolve the issue and was hung up on, they are adamant they left a notice about the shutoff even though the house is occupied at all times. The company refuses to turn the gas back on without a $100 fee paid first. The person who also lives there full time is a 67 year old woman who is disabled. I am hoping for some help in resolving this with the company and having them turn the gas back on or having them take their system back and refund me the amount and I will get a new propane company. The manager and I have been going back and forth via email which I have. I will not speak with her again on the phone because she hung up mid conversation. She acknowledged via written e-mail the company know someone elderly and disabled lives at the house as well as a 4 month old baby but they refuse to turn the cooking or heating gas back on without further payment first. Again the fuel has been paid for already, the tank is full but was disable by the company.

  

  Business Response

  Date: 07/29/2024

  This account was a COD / auto pay account. We made a delivery on 5/10/24 and ****************** credit card was declined. We made several attempts to call, mailed several bills and went as far to leave a note on the door stating that the gas would be disconnected. All of our efforts to contact ************** were ignored. His response to me was that he is a busy man.

  We had no idea that there was a compromised person living in the home. The gas was disconnected more than a month ago on 6/21/24. We had not heard a word until 7/23/24 when he demanded we turn the gas on but he didn't want to pay the fee to send the service technician.

  We made every effort to solve the problem before we disconnected the service.

  Customer Answer

  Date: 07/29/2024

  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. 
  

  the company failed to inform myself or full time disabled resident of shutoff. When I called the company after providing full payment they were not even sure what the problem was. No mention of the tank being locked when bill was paid  

   

  manager at establishment was beyond rude and told me she did not have time to deal with this and hung up the phone.

   

  this business was bent on getting $100 extra no matter what and apparently they do not care if it is to remove a lock tank or just take it away.

   

  reimbursement has still not been provided for almost $240 in gas that was removed along with tank. Extortion is an understatement. 

  [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,

  ****

   

   

  

  Business Response

  Date: 08/01/2024

  First of all, ************** was never hung up on. A refund was issued and he was not charged to remove the tank. This matter should be closed. 

• Initial Complaint

  Date:10/12/2023

  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.

  When I bought this house in 2019, the tank was already here. When I called to have it filled the first time, I told them I just bought this house and they took my SSN and added an account. They never had me sign a contract nor did they give me one to read. My propane tank is expired 2008 and has never been maintenance or swapped. Lastly- they are trying to charge me $120 for not filling it. Now my bill is over $240 and they are adding interest. They want to charge me a fee also to cancel services with them. I would like the charges dropped and for them to come get their expired tank free of charge and discontinue service

  

  Business Response

  Date: 10/16/2023

   

  I have attached a copy of the Terms and Conditions that was signed by the Customer in May 2020.

  The customer was informed in March 2023 that due to low usage of gas the account would be subject to a monthly rental fee. ******************* spoke with the customer on the phone on 3/22/23 and informed her that the rental fees would be charged and that they would be reevaluated after the summer.  ****** was delivered after that date, and rental fees were again charged in 09/2023.  On the attached agreement, please see Page 2, letter F, which states that rental fees may be charged.  

  It is customary for rental fees to be charged when there is very low usage of propane, as in this case.

  We never want to lose a customer, but in this case if the customer would like us to pick up the tank, we will schedule that.  We are willing to remove the rental fees that were charged in September 2023, as well as any finance charges that have accumulated.  This will leave a balance due of $120.00 (rental fees charged in March 2023)  Please note, as stated in attached agreement, Section 2, Letter E, there may be a fee charged for the removal of the tank.  If there is gas remaining in the tank when removed, the customer will be credited in full, based on the amount paid at delivery.

  Please let me know if I can provide any further information.  

  Customer Answer

  Date: 10/22/2023

  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. 

  Our tank is 15 years old. I attached a picture. Its never been serviced or checked for safety. As far as the fee. I tried to call the company and work with them. I offered to get $300 in propane instead of a $120 fee for not using the pool heater. I was told no. And he was unable to work with me. Also prior to that Ive called for propane and he tried to extort me and strong arm me for letting my tank run low. He threatened me, that if I let my tank go to 20% again that he was going to come remove my tank and cancel my services. Now as a business owner, you would think me asking to fill my tank to 80% would be way more profitable then only filling 20% empty tank. I dont like feeling bullied. I have an illegal expired tank. I want the fees waived and no disconnection fee. Hes been unwilling to work with me and tries to intimidate and extort his customers. Hes already been fined for stealing money. I dont want to do business with a company like that. 
  
  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,

  *****

   

   

  

  Business Response

  Date: 12/06/2023

  I think that it is very unfortunate that ******************** is upset about the fee we charge for ** tanks for customers that have very little or minimal use. We try to be as clear as possible with the customers by providing Terms and Conditions to every customer when they establish an account, which was signed by ******************** on 5/13/20 and we also reviewed the fee with the customer back in March of 2023.
  I understand that some customers chose not to use some appliances that run on ** because of the expense of the product, and that is why we have a fee for the ** tank. This is usually the case with generators and pool heaters, especially when they are used very infrequently. There is a huge expense maintaining and purchasing ** tanks and the cost of replacing ** tanks in the field has only gone up the last several years. 
  We have reviewed Mr. ********* last request and we agree to pick-up the tank at no charge and we will remove the $120 fee that is currently the balance on Mr. ********* account. I think under the circumstances this will be the best solution for the misunderstanding regarding the ** fees.
  If there are any questions I can be reached at ************.
  
  Thank You,
  *********************
  Robys Propane

  Customer Answer

  Date: 12/08/2023

  [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,
  
  ***************************