Complaints

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

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  Irving Energy

  58 Chenell Dr STE 1 Concord, NH 03301-8547

• 

  Irving Energy

  107 Baker Blvd Brewer, ME 04412-2280

• 

  Irving Energy

  237 Skowhegan Rd Fairfield, ME 04937-3305

• 

  Irving Energy

  24 Smith St Barre, VT 05641-4076

• 

  Irving Energy

  9 Pleasant St Berlin, NH 03570-1917

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:04/17/2025

  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.

  **** ***** closed his Irving Energy account (#******** for *****************************, effective November 30, 2024, with written confirmation from Irving Oil. At closure, he was owed a credit of $843.30 for unused oil. Irving Oil initially refunded only $573.74. Despite the closure, on December 4, 2024, Irving Oil made an unauthorized delivery, charging $578.01 and debiting this amount from *********** account without consent. On January 6, 2025, Irving Oil again debited $578.01, compounding the error.Irving Oils records then incorrectly showed Kalus owed $578.01, despite the closed account and unused oil credit. Additionally, ***** is owed $308.45 for duplicate or erroneous charges, bringing the total amount Irving Oil owes him to $1,151.45.Kalus demands Irving Oil:Confirm the account is closed and that $1,151.45 is owed to him, including the $308.45.Refund all unauthorized debits.Cease all collection efforts and communications about the erroneous balance.Correct any false credit reports related to this matter.

  Business Response

  Date: 05/06/2025

  Mr. ***** made a double payment for a 11/14/24 delivery in the amount of $308.45.
  On 11/30/24 Irving credited his Irving account for 240 gallons of oil in the amount of $843.30 as part of the move in/move out agreement.  
  The combined overpayment he made along with the account credit gave him a total credit amount of $1,151.75.
  He received a final top off on the account on 12/4/24 of ***** gallons at a cost of $578.01
  The payment for the 12/4/24 delivery was applied to his Irving account leaving a remaining credit of $573.74.
  A refund was applied to his bank account on 12/9/24 in the amount of $573.74, leaving a zero balance on the Irving account. Mr. ***** acknowledges this in the cease-and-desist letter dated 4/7/25.
  On 12/30/24 Irving accidently applied a $843.30 deposit to ************** account as result of a system error in connection with closing the account.
  As a result of the error, a deposit in the amount of $843.30 was mistakenly placed into ************** account. This is the amount Irving has been attempting to collect from Mr. ******
  Multiple calls and requests to Mr. ***** have gone unanswered.

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23219020
  
  Thank you for the opportunity to respond to Irving Oils reply to my BBB complaint. I do not accept their response, as their account of the situation is factually incorrect and fails to address the core issue: the unauthorized debit of $578.01 from my bank account on December 4, 2024, for a delivery of ***** gallons of oil that occurred after my account was closed.

  
  Key Points of Dispute
  My account (#******** was formally closed on November 30, 2024, as confirmed in writing by Irving Oil on December 6, 2024 (see attached cease and desist letter).
  At the time of closure, I had a credit for 240 gallons of unused oil, valued at $843.30, and a duplicate payment of $308.45, totaling $1,151.75 owed to me.
  Despite the confirmed closure, Irving Oil delivered ***** gallons of oil on December 4, 2024, and debited $578.01 from my bank account for this **********************, without my authorization or consent.
  This debit was unauthorized, as my account was not only closed but also had a confirmed credit balance. No further deliveries or charges should have taken place after November 30, 2024.
  The subsequent accounting and refund activity does not address the core issue: the December 4, 2024 debit was in violation of our agreement and was not authorized.
  

  Response to Irving Oils Claims
  Irving Oils response attempts to justify the December 4, 2024 delivery and debit by referencing prior credits and overpayments. However, this is irrelevant to the fact that the account was closed, and any transaction after November 30, 2024, was unauthorized. The assertion that I acknowledged their refund and balance calculations in my cease and desist letter is incorrect. My letter explicitly disputes the legitimacy of the December 4, 2024 debit and demands the return of all unauthorized funds.
  Furthermore, the companys reference to a system error and subsequent deposit of $843.30 does not excuse the unauthorized debit, nor does it resolve the underlying breach of our agreement and consumer protection standards.

  Summary
  The December 4, 2024 debit of $578.01 was unauthorized and should never have occurred, as my account was closed and credited as of November 30, 2024.
  Irving Oils response does not address or correct this fundamental issue.
  I continue to request a full refund of all unauthorized debits made after my account closure and written confirmation that my account is closed with a zero balance.
  I respectfully request that the BBB continue to review this matter, as Irving Oils response does not resolve my complaint or acknowledge the unauthorized nature of the December 4, 2024 debit. I have attached my original cease and desist letter and supporting documentation for reference.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 05/16/2025

  We have moved the information forward. We will send a response shortly.

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23219020
  
  I do not accept the business's response as a resolution to my complaint because:

  No further actions have been taken by the business to resolve the complaint. Per the business's 5/19 response, we will await an update from them which they indicated they will provide "shortly".

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/08/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 had an Irving Rewards card (Irving Debit Pay) linked to my debit card/bank account for several years now. I occasionally get 10 cents off per gallon when I reach the qualifying volume (50gal). Irving is running a 20 cent/gallon promotion currently 3/5/2025 - 6/3/2025. Over the past 3 days I have purchased gas several times with my Irving Debit Pay account and received no discount. I asked the attendant at each station about this and they said they can't help but others are having the same problem. I called Irving customer assistance twice, which is obviously outside *****************, they stated they could not help. This is false advertising and of the $76.81 I paid in fuel, they owe me $15.36. Poor business practices.

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  See my email Re Irving Energy. To put it simply Irving Energy came out to do a annual maintenance of my boiler after cleaning my boiler and putting it back together the tech could not start the boiler ,error code stated I needed a circuit board The boiler has been working properly since last year when they came out and serviced my boiler ,the tech obviously did something. They caused the circuit board to break.He informed me that it would take three days to get apart and said there was nothing he could do I was on my own Here. I am a 77 year old senior, in a house with radiant heat with no hot water and no heat. My concern is that the pipes would break ,temperature outside was single digits. having no way to heat the house. I called neighbors and borrowed six electric heaters. I had one and I ran these heaters 24 hoursa day to keep my pipes from freezing After five days of calling Irving to try to speak to a service manager. I was informed that they would call, I never received a call except on the fifth day when the manager said that they would track the device and install it as soon as possible .on day six the tech returned with the part,installed it and everything is working properly . To my surprise he handed me a slip charging me for the repairs almost $1300 ,a repair that I did not need because I didnt break it. He broke it . so this is my dilemma. I am not paying the bill. I dont think I deserve to pay that bill. I have a daily log day by day of how many times I called and was told that the service manager would call and I-never received the call for five days I kept up the heating electric heating running. I can imagine what my heating bill is gonna be, but I had to protect the house from freezing pipes . I didnt want a water break, I would like help in resolving this issue .thank you.I will send an email with my daily logs.

• Initial Complaint

  Date:02/10/2025

  Type:Order 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 12/23/2024 I contacted IRVING ENERGY (*****) to let them know I had sold my home and was in the process of purchasing a new home in the same town. I asked to have my service contract and oil delivery contract transferred to my new home effective 1/3/2025 (date of closing for new home). I was told that Irving would be in contact after 1/3 to schedule an inspection of the tank and furnace at my new home. On 1/15/2025 I contacted Irving Energy to say I had not been contacted for the inspections yet but was in need of an oil delivery. I was told the inspection had been done on 1/2/25 - prior to my purchasing the home, therefore I was not present for the inspection. Irving could not tell me who let them in or who they spoke with. I was told the furnace did not pass inspection for the service contract, and the vent and fill valves were too close together for an oil delivery, so they would have to be moved. I asked for an estimate for the work to be done and was told that someone would contact me. I asked again about a fuel delivery and I was told to call the fuel provider used by the previous owners or to use off-road diesel. (** ****** came and delivered oil.)On 1/31/2025 I still had not been contacted by anyone, so I called to cancel my contract. There was no evidence of anyone going to look at the valves for an estimate. Spoke with ******* who said that due to Irving being unable to deliver oil, my contract would be canceled and my credit balance of $376.73 would be refunded. Later that day, ******* called me to say she was incorrect, and I had to pay $644.10 to get out of the contract. I asked for someone higher up to review my case as I had done all I could to try and get the situation corrected with no action from Irving. On 2/6/25 I had a vm from ******* stating their decision stood and I owed $644.10. I had been a good customer of ********************** for many years and do not feel this is fair. I would like my contract canceled and a refund of my credit *** of $376.73.

  Business Response

  Date: 02/13/2025

  We have spoken with Ms. ********* Manager will credit the penalty that was charged and reimburse her for the credit she had originally paid on her account.

  Customer Answer

  Date: 02/13/2025

   
  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.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 dont understand why everytime I try to get my megabucks tickets here rt 155 in *****, they never want to do them and refuse to put the numbers in after they say the machine wont run the tickets??? Both women then ganging up and refusing to do them. Clearly the younger dark haired girl has anxiety when anything at all is asked if her, often accusing customers of lying. I used to work there. She I know the numbers can be put in manually. Its ridiculous how many time they refuse to do my things tickets??? They just so angry and uptight. Clearly they dont like their job?? She could have losing money because they dont want to be bothered.

• Initial Complaint

  Date:12/20/2024

  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.

  I am a single mother of 5 that has been a customer with ********************** Oil since December 2016. The beginning of this month Irving came and removed the two 120 gal propane tanks from my property because one of the propane tanks was out of date. The second tank had been installed in 2021 when they installed the line that ran from the tank to my generator, that tank was not out of date. After calling Irving to find out why they took my tanks, I was told that the line was out of code and that it had to be replaced. An Irving Technician came to my property to view the site, he told me that the line was not out of code but that the tanks were incinvenient and needed to be moved. I have since been without propane, I can't cook for my children and if the power goes out, as it does often I will not be able to power my house, which could mean several days with out heat, food, or water, and could ultimately result in frozen pipes. I have yet to be refunded for the propane that I had paid for in full. After a Tech from ****** Fuel in ********* came out to put in a tank it was discovered that Irving damaged the line when they removed the tanks and failed to cap the lines making it possible to get water in the lines. Now I must replace what was a perfectly functioning line as well as waiting for Propane til Spring when the line can be replaced. I have tried to communicate with Irving, but the Manager has failed to offer any solutions. I feel that I have been grossly mistreated simply because the manager in the ****** location does not want to own up to their mistakes and make good on the service they provided when they installed the tanks and the line to the generator that they selected at the time of installation. If you have any further questions I can be reached at ************** after 3:30 Tues, Wed, and Fri or at ************** between the hous of 7:00 to 3:30 Mon thru Fri. Thank you for your time and any advice you might have would be greatly appreciated.****** ********

  Business Response

  Date: 12/30/2024

  In 2019 the customer added a generator, and ********************** went out to do a site survey. At that time, we informed the customer that they would need to add an additional 120 propane tank to properly service the generator.Irving did set the tanks in 2021 in what appears to be a multi visit issue as the customer did not complete the sitework they were supposed to complete.
  
  Earlier this year, as part of a required tank re-certification, it was determined that the location of the tanks had become unsafe due to an incline with loose rock and stone.
  
  Irving made multiple site visits and attempted to contact the customer several times and sent a certified letter prior to removal. Customer confirmed they received the letter before Thanksgiving. We removed the tanks on 12/3.  She did not reach out until after tanks were removed.After the tanks were removed, we offered to set a tank at another location at cost, but the customer did not want to pay. We could not leave 1 tank connected because the single tank would be undersized for cooking and generator, thus both were removed.
  
  We offered a solution the customer chose not to accept.  
  

  Customer Answer

  Date: 01/05/2025

  The site has not changed since the tanks were set in 2021. The conditions were the same and have been the same since. If the conditions were unsafe then, why were the tanks placed in that location in the first place. If an error was made by the company at the time the tanks were placed, the company should be responsible for correcting the error at no cost to me. I spoke with Irving in September and they only said they couldn't move the tanks and offered no solutions. They clearly were able to move the tanks. When they did move the tanks, they damaged the lines and left them uncapped which could result in water entering the lines. When I received the certified letter the day before Thanksgiving, a four day holiday weekend, I wasn't given an opportunity to respond until the tanks were removed on that following Tuesday. I am a single mother of five and a First Responder working 56 hours a week, I do not have access to my cell phone in the prison I work at and they never left a message for me to respond to. The company said they were emailing me but had the wrong email address. This does not constitute making multiple attempts to contact me. If they want to move the location of the tanks, that's fine, but I should not have to be financially responsible or inconvenienced by the change.

• Initial Complaint

  Date:12/14/2024

  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.

  Irving onboarded me as a new customer in September when we were looking for propane tanks for a generator install. The company sent out a local *** in October who conducted a site visit, generated a quote for the work done and scheduled a date (Dec. 17) for the tank drop off and generator connect. On Friday night, Dec. 13th, the company called to say not only were they canceling the drop off/install, but that they were unable to reschedule until the Spring. The rude customer service *** only said, "You should have been told we weren't scheduling generator installs until Spring." Now we are left with a useless generator for the winter as it's too late for other energy companies to install. Absolutely unacceptable service for a new customer who will now be taking their business elsewhere. BUYER BEWARE.

  Business Response

  Date: 12/20/2024

  This letter will confirm that we are in receipt of your letter dated 12/14/2024, concerning case #********.  Please be assured that we have been in touch with our customer and are working towards a mutually agreeable resolution.Irving has called and left a phone message in addition to sending an email which has been replied to by the customer.
  We appreciate the opportunity to make it right with our customers.
  
  Warm regards,
  ***** *****
  Customer Advocate

  Customer Answer

  Date: 12/20/2024

   
  Better Business Bureau:
  
  Although still disappointed by the Irving's last minute cancellation and proposed rescheduling during the Spring, local representatives have reached out in a good faith attempt to provide service as quickly as they can. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:11/29/2024

  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.

  11/20- told they could not deliver propane my tanks were full tanks not full and on automatic delivery. Security cameras and Irving never even came. Someone lied and never went to the house which is very concerning as the customer Told 4 separate times they would deliver propane so I could continue to have heat in my house to this day they have not filled my *********** a truck came and left stopped 20 ft from the tanks and left. Never got out of the truck.Told I have to continue to wait for the next date. My tanks are beyond low to the point of being empty and losing my heat source with night time temps in the 20s. Company seems to not care my tanks are running on fumes and I have an infant at home and have turned my heat down to try and make it until they come because I am afraid of running out and losing heat causing my house to freeze up. Exactly why we are on automatic delivery.Ive made probably 7 calls and I keep getting the same run around.

  Business Response

  Date: 12/04/2024

  Complaint # ********
  
  This letter will confirm that we are in receipt of your letter dated 12/2/24 concerning the above-referenced account via email on 12/2/24.
  Please be assured that we have been in contact with our customer and have resolved this matter to their satisfaction.
  As always, we thank you for bringing this to our attention and appreciate you giving us the opportunity to address any concerns our customers may have. 
  
  Warm regards,
  
  
  ***** *****
  Customer Advocate
  **********************
  

  Customer Answer

  Date: 12/05/2024

   
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/28/2024

  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.

  I switched Propane companies from Superior to Irving Energy in May 2024.When Irving Energy came they switched out the Propane tanks and took the Superior tank with them and assured me they would take the tank back to Superior with 52 % of Propane still in the Superior tank. They assured me that if any problems occured that they had all the proper paperwork to verify remaining propane in the tank, tank number, sensor number, when the tank was returned and if needed I would be able to get a copy of any and all paperwork. Since June of this year I have been in contact with Superior, who still have not recieved the tank back to this date (October 28, 2024). They still bill me every month ****** and if the tank is not returned they will be billing the cost of the propane tank as well.After many calls to Irving Energy my concerns and complaints have gone unanswered and ignored. I have been promised a copy of the paperwork 4, and have recieved nothing. On the last of many phone calls I spoke with *** ***** (customer service) and ********************* Manager) on October 18th 2024, at the time told me the tank could not located and assured me that they would be investigating and call me back on Monday October 21st, 2024. They needed the Superior tank numer and sensor number and I supplied them with both numbers. I have not received any response yet, nor any of the copies of paperwork I requested. Please ******** can contact me at ************ or ********************* Thank you.******* *****-***

  Business Response

  Date: 11/11/2024

  Good morning, 

  We have been in contact with the customer and have provided the requested documentation to the customer for proof of propane tank return to the old supplier. Customer advised that they have not heard from old supplier so we have also sent the required information to the old supplier with proof of return on the customer's behalf. 

  Thank you

  ***** *****

• Initial Complaint

  Date:10/14/2024

  Type:Product Issues
  Status:

  UnansweredMore 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've been waiting for a refund to my bank account for over a week and it still has not been processed after I was told multiple times it would be processed and had been processed and still it has yet to occur. I expect to be reimbursed for the headache this has caused.