Dixon Energy - Mountain Lakes, New Jersey

Naiden O.

***Updated at end***

Dixon energy came twice to service my boiler. The second time they came was to fix their mess up from the first visit. It ended up being a transformer which they were more than happy to replace. However, one week later my boiler isn't turning on again. I call during their regular service hours, and the man that answered gave me attitude and said they refuse to come because I no longer buy oil from them (meanwhile they had no problem coming before even though I didn't buy oil from them then). On the coldest day, with my two dogs, they said to call my new oil company I buy from to service my boiler even when I made them aware that it had nothing to do with my oil. They simply said in other words "your problem." I called today at 4:30pm. I don't recommend anyone to call this company unless they want to get a runaround and attitude, as well as multiple calls to fix their mistakes.

***I think we can all agree that good business means good communication. The fact that none of the responded information regarding prioritizing current oil clients and an outstanding balance was told to me over the phone (but rather due to a posted negative review) tells me all I need to know. Instead, as previously stated, I was told to "call my new oil company" with tone. Not only is my name not under any of the invoices due to me being a tenant (hence lack of awareness of any balance), and the fact that they were at my house last week - I feel that at least this communication could have been conveyed or some sort of solution could have been made especially due to the two visits regarding the same issue within a month's time. Thank you for your response Dixon, as per your advice I will make sure my landlord contacts you to discuss this further.

amanda W.

Account not under my name.. me and my boyfriend bought a house last July. We called them to let them know and set up the account. First, they didn't let us know they'd be keeping the same set up as previous home owner and came to top off in August when we didn't even want/need it or want that expense right away. 2ndly, December right after a fill up from almost empty We went through about 40% of propane in less than a week due to damage on the tank. (Previous tank lasted from August to November) Mind you we don't touch them, just check the guage. We called to have them fix it and they said it was fine, it was not and we found the leak, called them again and then they found it, fixed it. We decided to ask if they would honor some sort of discount being it was faulty product and they're the only guys who touch it. They told us "well no because you may have used it". Uhm no, we in fact did not and would not risk that and having to pay another $400+ right around christmas. It truly made me think they did it the way they were so quick to accuse us. Didn't ask for free asked for a discount and some middle ground.

Gave 2 stars because the website and ordering system in convenient. But in all honesty I'm just swapping companies or investing in a new heating source. I dont believe they actually came out the first time, they took zero ownership over faulty tanks, and literally no apologies for having to come back out after WE took simple soap and water to the tank and found it, and the quick to accuse us of "using it". Just overall seem to praise themselves on being a good company but I'm just not seeing it.

Charles B.

Service for a basic tune up is fine, but anything beyond, we were 2 for 2 that they messed up. Most recently, a call to exchange an old thermostat turned into replacing expensive parts instead of that didn't fix the issue. Then the next tech said right away " that old thermostat needs to be replaced". Prior to that, we had an issue that kept shutting off the heat. About a half dozen techs "fixed" it for a few more days until one finally figured it out.

Marty K.

Dixon really came through for us. I came home at 8pm and found water leaking from the boilermate. They sent someone out within an hour to stop the water. They were tremendously helpful in getting oursystem back up and running. We have used them for years and they have always been trustworthy and reliable.

Elena P.

If I could give 0 stars I would. My family has been a customer for 30yrs. They had two guys come to the house in November because we had no heat. I’m guessing they had no f-ing clue what they were doing because a third guy needed to be called & come to the house to “fix it”. Fast forward to January our heats stops working again. They send two guys out again, no clue what the f they’re doing so they had to get a third guy on the phone (sound familiar?) to preface this, our thermostat was working just fine before they came in Jan. So now our thermostat stops working and they need to replace it. Bills come’s & they charge us $320! ($175 for the thermostat that is $60 online and isn’t even programmable like the one we had before. I could get a smart thermostat & install myself for that price!) I called the service desk to discuss the bill and the guy was less than helpful, actually was quite nasty. Basically just fighting me back & forth on the phone telling me they were for two separate issues & “labor isn’t free” blah blah blah! I would understand that but IT WAS FOR THE SAME DAMN ISSUE!! WE HAD NO HEAT THE FIRST TIME & THEN LESS THAN TWO MONTHS LATER (NOT 3 MONTHS AS HE KEPT INSISTING) NO HEAT AGAIN! OUR THERMOSTAT WORKED JUST FINE IN THE MORNING BUT AFTER THEY MESSED WITH THE FURNACE ALL OF SUDDEN IT STOPPED WORKING?!? Nope, not buying it. Now we’re stuck paying a bill for something that should’ve been covered under warranty & paying for a cheap thermostat I could’ve got online. Do not recommend using them!!

EDIT: forgot to add that our furnace is now making a horrible squealing noise every time it kicks on & the whole house smells like oil. Guy offered to send someone out to check that but I declined. Definitely don’t want them messing with it anymore so I can get billed for something else that’s “a separate issue” 🙄

Diane S.

Apparently I received a propane delivery and was not aware of it. No ticket in the mailbox. Received a bill today for this supposed delivery and I am shocked @ the price of 6.6500 per gallon when the average is half this. We have a problem here , Dixon. I have been a loyal customer for so many years…

Barbara M.

I have been a customer of Dixon Oil since purchasing my home in 1985. I have a service contract and they are the only company that has serviced my furnace. The furnace is serviced annually. For the sake of transparency, the furnace was installed in 1989.

The furnace shut off on November 27. I reset it and it turned right on. It shut off again on November 29. The service technician said the line was clogged. He unclogged the line and started it. Two hours after he left, the furnace shut off again. Another technician came on November 30, changed the filter and started the furnace. After an hour, while he was still here, it shut off again. He got it started and left. During these visits, I was told to just “keep pressing the reset button until the furnace starts”. Had I done that, excess oil would have accumulated causing a possibility of serious damage and/or injury. I was also told that when technicians are dispatched for “emergency” calls, their goal is to get the heat on and move on to the next call.

One week later, on December 8, my carbon monoxide detectors were activated and I called the fire department. The levels were 195 in my basement, 115 on the first floor where my mom, age 92, was sleeping, and 90 on the second floor where my sister and I were sleeping. To put these levels in context, when the level reaches 25, the firefighters are required to wear safety masks to protect themselves from deadly carbon monoxide fumes.

Dixon diagnosed the problem as a collapsed chamber on December 9.

My house and the contents have an overpowering smell of oil. Dixon’s solution was to bring in two small household fans to circulate the air.

Dixon denies any liability or responsibility for its failure to investigate the cause of the furnace shutting off three times over a four-day period. Both the service manager and his supervisor stated that the boiler is beyond its life expectancy and that’s why the chamber collapsed.

When I asked why no service technician ever informed me that the furnace was old and should be replaced, the response was that it’s not their job. However, Dixon also services my daughter and son-in-law’s furnace, and the technician told them they should look into getting a new furnace and sent the manager to the house to quote a price for a new furnace.
In addition, I specifically asked the service technician on November 30 if the furnace should be replaced. He replied that it was old, but still working.

I contacted my homeowner’s insurance carrier and removing odors is not covered.

I am extremely disappointed, frustrated and angry that Dixon will not admit fault in failing to diagnose this problem. I have been a loyal customer since 1985 and find it incomprehensible that I am being treated this way. I have always been satisfied with the services performed, but I no longer have faith in the company. Three people could have died, and Dixon states it fulfilled the requirements of the service contract each time by restoring heat. I believe their obligation extends to finding the cause of the furnace shutting off, and not just a “bandaid” approach to provide heat and move on. Their negligence almost resulted in three deaths.

Erika S.

Dixon totally saved me today (It is going to be like 8 degrees overnight) by sending a service person out for me after 4 pm on to get my boiler running, even though I had not purchased oil from them in a while. Thank you, Ralph and Dixon.