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:01/05/2025

  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.

  I have been a client of Irving Energy for a number of years. Last July the propane tank was topped off by Irving, tank is owned by irving but leased by me. I rarely use propane as it supplies a propane fireplace that is used for power outages when needed. We did not use the fireplace since filling it last July. On April 08, 2025 Irving technicians replaced the tank with a new one, then filled the new one on April 14, 2025. I recieved a bill for the fill of the new tank but no credit for the propane in the old tank, propane that I paid for. I have contacted Irving Energy by phone and online submission 3 times and still no credit given for the propane that Irving technicians took. I am expected to pay the bill from Irving but they can refuse to credit me the propane they took from me? The remedy I am seeking is that my account be properly credited immediately before I pay the existing charge which is due May 14, 2025. Failing that Irving reimburse me the full amount of the credit owing me via cheque before May 08, 2025. If unwilling to reimburse by this date then interest of 2% per month consistant with Irvings terms would be owing to me as well.

  Business Response

  Date: 02/05/2025

  Good morning, 

  Thank you for your email. We have reviewed the customers concerns and we have left a voicemail for the customer at the phone # listed on the account to review the findings this morning. We replied to an email yesterday and advised of the credit on the account and the amount owing.  When reviewing the account and it seems the credit for the propane in the tank was processed and the balance owing after the credit and the delivery done to the new tank is $79.86. A transaction report was emailed to the customer yesterday to show the credit and the new balance owing. 
  

  We do apologize for the delay in processing.  
  

  Thank you for your time.
  

  Sincerely,
  *****

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23272201, and find that this resolution is satisfactory to me.

  Thank you for your assistance 

• Initial Complaint

  Date:14/03/2025

  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 have been fighting with Irving Energy for approximately 6 months about billing practices.
  The company advertises home heating oil discounts at various rates (3 or 4 cents/litre reduction) based on other memberships or associations.
  
  I qualify for such a reduction due to my employment with a large construction company in HRM. My reduction is supposed to be $0.03 per litre.
  
  I have asked them at least 3 times, to SHOW this reduction on the billing, because I do NOT TRUST that this is being applied.
  
  I know that heating oil rates change daily. They simply tell me when I call that the rate listed for the oil delivered ALREADY includes the discount.
  
  Sure it does....
  
  It stands to reason that a company as LARGE as Irving has the manpower and the ability within the billing system to show consumers how much they are - apparently - saving, so one has to wonder WHY they refuse to include it.
  
  I've attached a copy of the billing they issue. If I hadn't told you, could you identify that I have a special discount rate??
  
  It's strange how you are VERY able to add the provincial rebates. Probably, it's just a simple fix.
  Probably it's NOT even some underhanded scheme to gain more customers without delivering the promised reductions in hopes that they do not question it.
  But I can't tell.
  
  Consumers deserved transparency. Irving Energy is being secretive and furtive in it's responses to me.
  
  The response by Irving this morning was to UNILATERALLY cancel my account with their organization. How interesting. I believe this is an attempt to PREVENT me from furthering my complaints by severing the 'legal' relationship of consumer and provider.

  Business Response

  Date: 18/03/2025

  Re:
  Complaint ID: 23065304
  
  Dear
  S****
  
  In
  response to the complaint you received having the above-reference ID number, we
  can advise as follows.
  
  Irving
  O** ******* (doing business as Irving Energy) agrees with the complainant that
  the invoices issued to the complainant do not set out the discount to which the
  complainant was entitled. The discount was included in the relevant customer
  profile, and our system is not designed to indicate customer specific discounts
  on invoices. We had a number of communications with the complainant on this
  matter, both over the phone and over e-mail, where we advised the complainant
  that we have a customer care center that can be reached via telephone to
  confirm the application of a discount on invoiced product. The complainant did
  not accept the process as set out and continued to request that Irving O** ******* modify its invoicing practices.
  
  We
  have, and continue to be, consistent and transparent as to how our invoicing
  systems operate, the application of discounts, and the method to confirm the
  application of the discount. 

  Customer Answer

  Date: 18/03/2025

   I am rejecting this response because: This is the same blanket, corporate rhetoric recited by each individual and is well-rehearsed and dismissive, but it fails to address the lack of transparency in their customer billing practices. 

  I believe that, both morally and legally, the ONUS is on IRVING E***** to provide PROOF that they are following through on their PROMISED rate reductions to clients; especially since the company in still very actively and aggressively advertising these significant rate reductions. I have personally and recently received targeted marketing ads (by email and while playing free on-line games) offering up to 8 cents per litre in savings for new customers.  

  Yet, when I ask questions and request to see my promised reductions reflected in my billing, they chose to obscure and obfuscate and, ultimately, unilaterally cancel my account with their organization. 

  I believe that Irving Energy refuses to sign on to the BBB Standards for Trust, because everything about this issue, my complaint and their response (or lack thereof) is in direct opposition to almost every single Standard: 

  Build Trust
  Establish and maintain a positive track record in the marketplace.
  

  Advertise Honestly
  Adhere to established standards of advertising and selling.
  

  Tell the Truth
  Honestly represent products and services, including clear and adequate disclosures of all material terms.
  

  Be Transparent
  Openly identify the nature, location, and ownership of the business, and clearly disclose all policies, guarantees and procedures that bear on a customer’s decision to buy.
  

  Honor Promises
  Abide by all written agreements and verbal representations.
  

  Be Responsive
  Address marketplace disputes quickly, professionally, and in good faith.
  

  Safeguard Privacy
  Protect any data collected against mishandling and fraud, collect personal information only as needed, and respect the preferences of consumers regarding the use of their information.
  

  Embody Integrity
  Approach all business dealings, marketplace transactions and commitments with integrity.

  I maintain that Irving Energy has failed to adequately address my legitimate concerns with their marketing and billing practices and, in fact, I assert that Irving Energy, by unilaterally cancelling my account with the company, is attempting to stop further investigation into these covert practices.   

• Initial Complaint

  Date:25/02/2025

  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.

  On October 2024 Irving Energy installed a furnace at my property. This was committed in writing to be a new furnace. We have reason to believe the installed furnace is an older model and potentially a used furnace, which we never agreed to. In addition Irving stated the furnace would come with a 2 year service warranty. Because of this warranty we canceled our monthly fee for furnace service. It appears Irving Energy did not provide this promised 2 year warranty for service. We request that the furnace be inspected by an independent company to determine if it is as advertised, and that the furnace be replaced with a new furnace of equal or greater value at no cost to us. Also that a 2 year warranty be provided as promised.

  Business Response

  Date: 04/03/2025

  Hello

  We have maded contact with with the customer.  We explained how the warranty works vs our protection and plan and she fully understands how it works.  As there had not been any concerns with brought to our attention with respect to the furnace not working there was not reason why the customer would have thought that it was second hand.  We do not sell second hand/used furnaces therefore we would not be sending out an independant company to verifiy if the furnace is in fact new.  This was all explained to the customer, they appreciated our call and was going to send a cheque for their payment.

   

• Initial Complaint

  Date:20/09/2023

  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.

  Called Irving Energy to request disconnection and reconnection of old & new propane generator.
  Was told a contractor would call to book an appointment for site visit.
  Waited 3 weeks without call back from contractor.
  Called Irving again to seek clarity on timeline of contractor call- back and estimate of proposed scheduling of work requested.
  Learned new generator requires additional two propane tanks. Irving refusing to deliver and drop off tanks unless they schedule contractor to run lines to new generator. Explained to Irving existing line is in place, only need two tanks connected to existing two tanks. Have third party certified gas tech who will disconnect old generator and reconnect existing line to new generator.
  Have been calling them weekly for last 4-5 weeks asking when I can expect tanks to be delivered.
  Being told decision on whether they will deliver tanks under review. Being told management will call me to discuss. Not getting any answers from Management. Getting bounced around with empty promises of call-back. Not getting any response to securing two additional propane tanks.
  Have purchased new generator and cannot connect until I receive two additional tanks. Not getting anywhere with Irving on an answer when I will get two additional propane tanks. Help!

  Business Response

  Date: 26/09/2023

  Irving Energy has contacted the customer and an agreement has been established for the installation.  

  Customer Answer

  Date: 26/09/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20629745, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:19/09/2023

  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.

  In 2020 Irving offered to hook up a new propane fireplace at our newly renovated home and to return a North Atlantic tank on site to North Atlantic. Apparently there is no proof that the tank was returned and North Atlantic has placed me with a collection agency to recoup the cost of the tank. I have been trying to get Irving to rectify this for over three years and they have accomplished nothing. I am in collections for over $1,800.

  Business Response

  Date: 20/09/2023

  We apologize for any inconvenience and stress this may have
  caused. 
  
  We have confirmed that the full amount owing to North
  Atlantic has been paid in full and we have also issued a Customer Relations
  Credit to the customer’s account.

  Thank You

   

• Initial Complaint

  Date:18/09/2023

  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.

  Complaint against Irving Energy - Claim for Damages
  
  I submitted a claim with File No.: 912860390391 to ****** ****** for his client Irving Energy on Feb 16, 2022 Location: 5 ******* ****** ******** ** for uninsured losses not paid through my fathers insurance.
  
  For the past several months I have made multiple attempts to communicate with the assigned insurance adjuster (****** Mallet) through email regarding the status of my claim. Regrettably, I have not received any acknowledgment or response. As my father was a valued customer of Irving Energy for over 50 years, I kindly request your assistance in resolving this matter promptly. My last email to ****** ****** (Irving Energy) is attached for your reference.
  
  M*** ********* ********************** ************

  Business Response

  Date: 29/09/2023

  We have received your inquiry and are currently conducting research.  

  Customer Answer

  Date: 02/10/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20621138, and find that this resolution is satisfactory to me.  I would like to thank you for your efforts in getting the claim settled.

  Very much appreciated.

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