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:06/13/2023

  Type:Sales and Advertising 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.

  Today June 12, 2023 I received another wasteful piece of junk mail from Corbin Fuel. Corbin must stop sending me junk mail to solicit me to buy their fuel. I have told them more than once to stop doing, as I no longer even have a fuel tank (I have a heat pump) and could not buy their fuel even if I wanted to, or even if it was free! Very irresponsible of Corbin.

  Business Response

  Date: 06/13/2023

  Corbin Fuel uses a 3rd party to mail out flyers by zip code. If the address is published in the target area, we have no control over who receives the mailers. I would think throwing it in the trash can would be less time consuming then writing a complaint with the BBB. 

• Initial Complaint

  Date:04/11/2023

  Type:Customer Service 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 8.24.22, I spoke to Mark at Corbin Fuel to discuss our options for replacement of heating and cooling system following a service visit that indicated the furnaces were on their last leg. Given that it was inevitable that we replace the entire HVAC, we placed a "will call" on delivery of oil based on our decision to replace the equipment with heat pumps versus continuing with oil.
  On 12.9.22, without prior notice and without our consent, Corbin Fuel delivered oil to our property.
  On 12.10.22, I sent a certified letter (with return receipt) to the President of Corbin Fuel explaining the situation and communicating that I did not believe I was responsible for paying for something that was not requested and in fact not supposed to be delivered.
  The letters detail the timeline, and, despite the letter, we received no response from Corbin Fuel, only more invoices. We sent a letter to Accounts Payable explaining the situation and copied them on the letter to the President. No response. Meanwhile, we replaced all of our HVAC equipment and had the oil tank removed costing us additional money to remove unused oil.
  After leaving a message with a Corbin representative on 3.3.23 and having received no response by 3.10.23, I called again, at which time I spoke with Gary who called me a "liar," and questioned whether I had actually replaced the equipment and removed oil the tank.
  On 3.17.23, I drafted another certified letter (with return receipt) to the President of Corbin requesting, in writing, a response to this situation. No response, just another invoice received this month (April). As of today, April 10, still no response.

  Business Response

  Date: 04/17/2023

  BBB Customer Service,
  
  This is a response to complaint ID********** The customer called
  our office on 12/8/22 and spoke with a CSR asking to pause deliveries until she could make a decision on some repairs that needed to be made to her heating system. Customer was on an automatic delivery schedule
  at the time which unbeknownst to her or the CSR was already out for delivery the
  following day. By the time this request was processed (less than 12hrs later)
  the delivery had already been made to the customer’s residence. Although this
  was simply an unfortunate case of bad timing, we attempted to work with the
  customer to find a solution that was fair for both parties. At the time of
  delivery fuel was priced at 4.299 and we discounted the oil to 3.999. Since it
  was still the middle of winter, we told customer that we would wait until the
  end of the heating season and come out and measure her tank and whatever fuel
  was left, we would issue a credit to her. I left several messages for customer but
  did not hear back. On 1/19/23 customer called the office and spoke to a another
  one of our employees. She asked for me, who handles closing accounts, but I was
  not available. She then asked if her account was placed on “will call” and was
  informed that, yes, it was. Customer then replied, “Good I do not want any more
  deliveries”. There was no mention at this point of pumping the oil out because
  customer was still using the oil. It was several months before we heard
  anything, so we assumed she would use most all of the oil and call us in the
  spring for us to come out and measure the tank level and see what had been used.
  In early March when customer called, I spoke to her after receiving a certified
  letter and explained that I have left several messages concerning her delivery
  in December with no response. I also notified customer again that she would be
  responsible for the delivery at this time and that we would send a technician
  out to see how much oil she had left so that we could provide her with a
  partial credit. At this time, she told me that she no longer has the oil and
  that she paid a company to come and remove the oil. Per my message from
  December, that was not supposed to happen. The oil was never paid for so this is still an ongoing dispute. When I asked customer for proof of removal, she
  became angry and said that I was calling her a “liar”. I did not call customer
  a liar, but simply asked for proof of disposal so that I could go to upper
  management and see what could be done. We offered multiple options for resolution
  to the customer which were more than fair, and we were not afforded the opportunity
  to do so. 
  
  Sincerely,
  
  Gary *****
  Corbin Fuel Co., Inc.

  Customer Answer

  Date: 05/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  For the record:

  • I never spoke to Gary until the call when he did in fact call me a liar. I was on speaker phone and have a witness that will attest to that. Never did anyone offer me a discounted rate nor was I made aware that the 12/9 invoice I received presented me with a discounted rate of 3.999. No one ever told me they would measure and give me credit on the balance of oil in my tank. I have provided written documentation of all my claims. Gary has provided no evidence of his unreceived attempts to reach me. 

  
  

  • Gary is not the president of the company for whom I very specifically addressed my letters to and for who I received absolutely no response.

  
  

  • Gary is correct that I never paid for the oil because no one ever spoke to me directly indicating they would credit me the leftover oil or provided advice that the invoice was a discounted rate. I received one voice message from Gary in December (around Christmas) to call him back after I received the invoice and had called and complained about the delivery. I never received any other messages.

  
  

  I think both parties would agree that this needs to end. Since Gary’s response to my BBB complaint does not include a recommended solution, I’m offering to pay the $953.36 (per 12/9 invoice) less the cost of removal of the remaining oil that I paid Tankmaster to handle ($162.50). That leaves a proposed payment of $790.76 which I will pay once I receive confirmation in writing that Corbin is in agreement.

  
  
  
  
  Sincerely,
  
  
  
  Kathleen ******

  Business Response

  Date: 05/05/2023

  Complaint* ********
  
  BBB,
  In regards to complaint ********* Numerous attempts were made to get in touch with customer to try and come up with a resolution. We have one phone number on file and several messages were left for customer to call us back but we received no response. Furthermore, Customer was never called a “liar” she was
  simply asked to produce documentation showing she disposed of oil so we could
  credit her account properly but this was the last correspondence we would have until now. If the customer would have answered our attempts
  to contact her and spoke with us about the account prior to issuing this complaint, we would have been more than willing to work it out with her directly. In good
  faith, and to move on from this matter, will accept the offer from the customer
  to pay the $790.76. Once payment is remitted remaining balance will be credited
  and account closed.
  
  Sincerely,
  Corbin Fuel Co.

• Initial Complaint

  Date:10/31/2022

  Type:Customer Service 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 business came unannounced to the property to fuel up the oil tank never called to confirm or give a heads up that a driver would be out proceeded to knock on the door and immediately walk away and let themselves into the backyard and broke the latch on the fence and started fueling up since fuel up my furnace has not worked and I have had no hot water or heat in my home since Oct 28, 2022 called the company on Oct 28, 2022 to complain about the service and how the driver broke the fence and they just proceeded to tell me I was getting a good deal on the fuel and that that's how they do business is just letting themself into someone's yard because there drivers service 30 houses a day and since my heat has not been working I called them on Oct 31, 2022 to see if they would come back out and fix the issue since they were the last to work on it and they proceeded to tell me well it's no longer there problem since I no longer wanna be a customer and that they only service customers and because of my cancellation with there service due to how they performed there service that they would not come out and do anything for the furnace.
  

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/11/04) */
  Contact Name and Title: Corbin *****
  Contact Phone: XXX-XXX-XXXX
  Contact Email: ************@corbinfuel.com
  Response attached