Business Profile

Fuel Oil

Irving Energy

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Complaints

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

Customer Complaints Summary

37 total complaints in the last 3 years.
13 complaints closed in the last 12 months.

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Submit a Complaint

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:10/14/2024
Type:Billing 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.
Hello. I pumped gas at a location in *************** on sept 22 at 1149 am for the amount of *****. I used my credit card. At 1150am someone else pumped gas at another local Irving gas station for $35.26and it got charged to my app for debit pay. I have explained this to Irving. How could I be in two places at once? But they have instead not returned my calls and now sent me to collections ! I have never been sent to collections. I pay my bills.
Customer Answer
Date: 11/05/2024
Hello, this issue has been resolved. The company FINALLY reached out to me and we reached a resolution. Thanks for your help. ***
Initial Complaint
Date:07/26/2024
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 am writing to formally complain against ***** Energy regarding a recent service call and subsequent billing issue. I contacted ***** Energy because the starter for our water heater was not firing up. I spoke with a customer service representative during the booking call and explicitly explained the problem. I also informed her that this was the same issue ***** Energy had fixed twice before under our protection plan. I asked if our protection plan would cover the repair, as it had in the past, and she confirmed it would. If she had said no, I would have called an independent contractor because my friend is one, and it would have been cheaper. A technician arrived, fixed the starter in under 30 minutes, and assured me that our protection plan should cover the repair.Despite the assurances from the customer service representative and the technician, I received a bill for $500 for the repair. I called ***** Energy to dispute the charge and spoke with another representative who claimed she could not find any records of the previous repairs.A few weeks later, a service representative called to schedule our annual cleaning, which is included in our protection plan. I explained the billing issue to her, and she guided me on how to locate the list of past heater repairs. I found the records showing that the same repair had been done twice before and was covered under the protection plan on both occasions.As a low-income family, we cannot afford unexpected expenses such as this $500 bill. We rely on the protection plan specifically to avoid such financial burdens. ***** Energy's failure to honor their agreement and the conflicting information provided by their representatives have caused significant stress and hardship for our family.I respectfully request the BBB's assistance in resolving this issue. I am seeking the following resolutions:Immediate cancellation of the $500 charge for the repair.
Business Response
Date: 08/06/2024
Please be assured that our service manager has been in contact with our customer and has 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.
Thank you for choosing Irving for your home heating needs.
Initial Complaint
Date:04/22/2024
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 looking at a house for sale on Irving Boulevard. 307 Irving ********************, ************* E4S3K8 I was planning on putting an offer on it and maybe trying to open a small bakery there. I was told that Irving left two oil or gas tanks in the ground and was sent documentation to prove it. Whether legal or not, I don't think anyone can purchase the lot without problems and I'd like your company to have them removed at your expense please. I don't think it was very good manners to leave those tanks there. I cannot put an offer on the house before you do so as it poses a risk on many levels. The Current owner or real estate agent would have to be contacted. The listing is online under the given address and it shouldn't be difficult to make contact should you decide that leaving them there is as immoral as I do. Thank you for your time and consideration. Yours sincerely. *********************** (my elders are Dargavels. We grew up on ************* and are Irving's first of kin in *************; a few hundred years ago. I'm not asking for anything but to clean up the mess that Irving left behind. This is not an acceptable practice to me and I find it offensive).
Business Response
Date: 05/07/2024
After researching our records we do not show that we have ever had a residential customer at this address. We called the consumer to advise and she apologized for wasting our time and that the realtor didnt research it well enough and that she had just assumed because it was located on Irving Blvd it was ours. She said there may have been an old gas station there at one point and she will do more research and thanked us for looking into it and calling her.
Initial Complaint
Date:04/15/2024
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.
Irving Oil had already made several mistakes with my account leading up to the scheduled replacement of my Propane tank, but I scheduled a vacation day from work for a service tech from Irving to come and do a site survey. The tech showed up as scheduled on March 8 and looked at the tank and the water heater. He mentioned installing a sediment trap and said I was OK to schedule the replacement. I scheduled the replacement for a few weeks later and scheduled another vacation day from work. I called Irving to ask if there would be any charges associated with the tank swap and was assured there would not be. When the techs showed up to replace my tank, they looked at the water heater and told me that the gas line was too small and had to be replaced at a cost of $550. I asked why the initial tech did not mention this and they did not know. So now I have wasted 2 vacation days and nothing was resolved. I feel that this is basic lack of consistency between techs has wasted my time and if I want to consolidate my supplier at this point I have to find another company and go through this process all over again insuring that there will be no time available for any vacation this year.
Business Response
Date: 04/25/2024
Thank you for bringing this complaint to our attention. The Manager emailed the customer, and they came to an agreement that satisfied the complaint. As always, thank you for choosing Irving Energy for all your eating needs.
Initial Complaint
Date:04/11/2024
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.
Irving Energy replaced our homes boiler twice, the first unit was a complete lemon. This second unit, our third boiler in 4 years, has been nothing but problems. Irving has sent technicians out here over 30 separate occasions. Replacing wires, sensors, and much more. We have lost heat in the dead of winter, had to take time off of work, and paid hundreds if not thousands of dollars to fix reoccurring issues. After getting a second opinion, from a professional who wishes to remain nameless for the time being, weve found that there are numerous code violations with this current unit they installed. We are being bled of money and time only to receive a constantly malfunctioning, improperly installed product that is essential to our everyday life. Not hot water for bathing or cleaning of any sort and little to no heat. Irving energy has proven incompetent from the very beginning and must be held accountable.
Business Response
Date: 04/22/2024
During the managers recent visit, they spoke with the customer who stated that her son replaced the thermostat. As a result, the system now works perfectly.
Customer Answer
Date: 04/22/2024

Complaint: 21558829

I do not accept the business's response as a resolution to my complaint because we had issues with the unit rising in temp to fast AGAIN after the sensors were replaced and the thermostats. A technician came out AGAIN the following Monday morning. This is a faulty install thats has been nothing be issues. Also you never gave a proper instruction manual to use at the install date, the one you just gave is for the wrong unit you installed, we had to source one online. This also does not solve the issue that there are MULTIPLE code violations with this install and the exterior wiring looks terrible. I have video evidence that this unit did not function properly even after the most recent work was performed. If you want to truly resolve this you should At least refund some of the money spent on problems cause by a bad install. If you bought a new car and had this many issues this soon you would drive that thing thing back to the dealership. Especially since this is the SECOND new boiler that was installed in 4 years because the first was a dud as well.

Sincerely,

*****************************
Business Response
Date: 04/25/2024
We have sent a service technician to the customers home to address the issue and ********************* provided us with a new system for the customer. The system was replaced on April 24th.
Initial Complaint
Date:03/04/2024
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.
I've been a customer of ********************** Oil for about a decade, I got oil, propane, gas from them, I've NEVER been late on any payment. I called them for maintenance and repairs, etc.In 2023, I called Irving Oil to schedule a routine maintenance on my oil furnace. They sent a newbie tech, and my furnace was WORSE after the maintenance than it was before. I called them to fix things up, they consented, but actually made things worse. The end result is I was left with a furnace with a very scary explosive-sounding start up, and a water/antifreeze leak.I could no longer trust Irving and looked for fixes/replacements elsewhere.Unfortunately, as in many past years, I had already pre-bought my oil for the current heating season. When I found a replacement (I ultimately switched to propane heat), I had to cancel my pre-buy oil contract with Irving. They charged me a $704.70 penalty ($1.50 per gallon for oil undelivered.)I had spoken to at least FOUR Irving reps, every single one of them assured me that the penalty is NOT automatically assessed but is considered on a case by case basis. I was told that because I was basically a perfect, long-time customer, never late (etc, etc), that would be taken into account. Not only that, it was Irving's failure to fix my furnace and leaving me with a dangerous furnace that made me have to break the contract in the first place. I was assured that my case was special.The bottom line is they assessed the maximum penalty and gave me no choice but to accept it. I was told I was NOT able to even speak with the *************** that no customer ever speaks direct to them. I sent a certified letter to Irving HQ in ********** **, and called them 2 weeks after it was received, but could NOT speak with them. I was told a senior rep would get back to me but no one ever did get back to **** cannot believe that with my extenuating circumstances, I am not due a full refund of the $704.70 penalty that they assessed.I hope you can help...
Business Response
Date: 03/25/2024
This is currently being reviewed by management and a resolution will be updated as soon as possible.
Customer Answer
Date: 04/10/2024

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.(I didn't actually receive any email, letters or response to my complaint from the company other than that they are looking into it, but they did fully return my own money that they had initially kept as part of cancelled pre-buy contract. So, yes, I am satisfied. Thank you Irving and thank you to the Better Business Bureau.

Sincerely,

***********************
Initial Complaint
Date:02/20/2024
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.
A service tech from this company was called to perform an inspection of their propane tank. It did not appear the tech performed any sort of proper inspection as I was present the entire time. We should expect a fuel supplier/tank owner to perform a thorough safety inspection of their gas equipment on at least an annual basis. This is supposed to be a complimentary service from the fuel supplier. While onsite, the tech was asked to check that the incoming gas pressure to our home was correct for our boiler and other propane appliances. The tech wrongly reported gas pressure was low and proceeded to increase it well beyond upper limit of our appliances. Improper gas pressures can harm our equipment and cause other problems. He was promptly called back to identify and correct this maladjustment. Tinkering with gas equipment at the customer's risk is entirely unprofessional but that appears to have happened on this occasion. We shouldn't be expected to shoulder the risk and cost of undoing this licensed gas tech's incorrect, potentially harmful work. But this company's service organization is insisting on unjustifiably sticking us with a bill for this callback. If the tech and his company didn't want to stand behind their work, they could have easily refused to perform any adjustments. The tech could also have easily verified that his adjustment was correct at initial visit but chose not to do so. No other repairs or service was performed at this callback so the $197 charge is preposterous for what was supposed to be a complimentary visit all along. I was assured by the company's phone agent that if I was mistakenly billed for this callback that they would step in to resolve the matter. This phone agent also assured me that I'd have the opportunity to authorize any charges before incurring them. None of this follow-thru happened.
Business Response
Date: 02/21/2024
Our Service Manager spoke with the customer and reviewed the series of events and arrived at an amicable conclusion. Thank you for reaching out with your concerns and for choosing Irving for all your energy needs.

Customer Answer
Date: 02/21/2024
Shortly after this complaint was submitted, the service manager from local branch of Irving Energy reached out by phone assuring me that he's working to resolve the issues, although they remain unresolved at the time of this writing.
Business Response
Date: 02/23/2024
The Service Manager has scheduled a technician to review the system as requested, in addition to reviewing the payment history and working with customer to amend charges. Thank you.
Customer Answer
Date: 02/27/2024

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:12/28/2023
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 have previously contacted Irving to switch my account from COD to a budget plan. But due to past credit mistakes they continue to reject my account while I am actively repairing my credit. I have pleaded with them to make an exception as i could afford it on a budget plan split across the year (less cost!). It is winter. I have 2 kids, and pets. I am essentially a single mother as my spouse is dealing with significant medical challenges and I work 2 jobs to support us. I saved up to place another fuel delivery, just 2 weeks later out of fear that the fuel wouldn't hold based on past experience. After placing the delivery, under 3 weeks (last delivery lasted 3.5 weeks before shutting off), I had thought I caught the window to make it as the company ONLY delivers to our area once per week. If you don't order in time you risk paying an ABSURD amount of money (125 for 48 hours, 175 for 24 hours AND if you're empty they charge you for that too) on top of the already high cost of fuel OR running out of fuel in the winter (Irving doesn't give a **** if you do) to wait for your single delivery day. I called Irving and was worried with both tanks only saying "10" that we'd not make it to our delivery day as it is several days out. I asked if they could deliver on Saturday and not charge the 48 hour fee as it would be past that. Nope. Not even a consideration. So my family will now be without heat most likely in 2 days and over the weekend until Irving kindly delivers to us. I am so sick of such a large company treating struggling customers like ****. If it was electric it is against the law to not keep the heat running in the winter, apparently Irving can skip that because we are COD because of their strict rules. Thanks again Irving. I cannot wait for the opportunity to get rid of this company and support a smaller more local company once we purchase our house.
Business Response
Date: 01/02/2024
An emergency delivery was
made on 12/29/23, and the emergency fee was waived for her at this time. The
delivery dispatch manager made multiple attempts to reach the customer,
starting on 12/28/23. The final attempt to reach Ms. ****** was on
1/2/24. A detailed voicemail was left at this time, which explained some
best practices, such as calling in with enough time before she runs out (at
least 7 days in advance in the winter) to avoid paying an emergency delivery
fee, or the relight fee. Additionally, she was invited to reapply for credit
terms by calling 888-310-1924 and working with the credit team on her
options.
Business Response
Date: 01/02/2024
An emergency delivery was
made on 12/29/23, and the emergency fee was waived for her at this time. The
delivery dispatch manager made multiple attempts to reach the customer,
starting on 12/28/23. The final attempt to reach Ms. ****** was on
1/2/24. A detailed voicemail was left at this time, which explained some
best practices, such as calling in with enough time before she runs out (at
least 7 days in advance in the winter) to avoid paying an emergency delivery
fee, or the relight fee. Additionally, she was invited to reapply for credit
terms by calling 888-310-1924 and working with the credit team on her
options.
Business Response
Date: 01/02/2024
An emergency delivery was
made on 12/29/23, and the emergency fee was waived for her at this time. The
delivery dispatch manager made multiple attempts to reach the customer,
starting on 12/28/23. The final attempt to reach Ms. ****** was on
1/2/24. A detailed voicemail was left at this time, which explained some
best practices, such as calling in with enough time before she runs out (at
least 7 days in advance in the winter) to avoid paying an emergency delivery
fee, or the relight fee. Additionally, she was invited to reapply for credit
terms by calling 888-310-1924 and working with the credit team on her
options.
Initial Complaint
Date:12/15/2023
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.
Have been after them to remove tank from property since September 16 2023 and to reimburse me .repeatedly lied said they would and did not now they say not until March of 2024. I want tank removed my money back or they can pay storage and interest on my money
Business Response
Date: 12/18/2023
The tank removal was originally
scheduled for 12/15/23. We went out but it was not safe to do with just one
tech. We are in the process of scheduling another date to have an assist for the
other tank. We have picked up all other tanks. Scheduler will reach out to ******* today with new date for final tank removal. Thank you very much.
Business Response
Date: 12/18/2023
Tried to make the customer aware that the pick-up of final
tank has been scheduled for Wednesday, 12/20/23 but was not able to leave a message or get through. Thank you very much.
Customer Answer
Date: 12/19/2023

Complaint: 21011890

I do not accept the business's response as a resolution to my complaint because: [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.]

Sincerely,

******* *****
Customer Answer
Date: 12/19/2023
I do not agree they have had since September to remove this tank. They have repeatedly lied about picking up dates. We're suppose to be here Dec 8 no call no show Dec 15 no call no show. I want storage on the tNk as they have charged me all these years I want interest on my money that has been sitting in that tank since September absolutely prepared to sue with an attorney. Have had enough nonsense from Irving
Business Response
Date: 12/21/2023
Scheduler spoke with customer on 12/19/23 and customer was informed, and
understood, why there was a delay in picking up the remaining tank. Customer
has been credited for remaining product in tank.
Initial Complaint
Date:12/13/2023
Type:Product 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 ordered liquid propane from Irving Energy on November 30th on their website. I am a pre-pay account and paid the the price of $2.29/gallon for the requested 150 gallons as their system stated (a total of $344.25). They delivered the requested 150 gallons on December 5th. I received the delivery slip and they are now charging $2.949/gallon for a total of $443.10. They are stating that I owe an extra $98.85 for propane that I pre-paid for. I called customer service on December 6th to be told that they cannot change the price since I order (and paid for) the propane in November when the price plan I am apart of finished, but they delivered in December. This is classic bait and switch tactics. I pre-paid for the product that they delivered, the pricing should not change on a product that is pre-paid for.
Business Response
Date: 12/19/2023
Thank you for bringing this to our attention. Our Delivery Manager reached out to the customer and I believe we came to a mutually agreeable resolution. Have a great day and thank you for choosing Irving for all your energy needs.
Customer Answer
Date: 12/20/2023

Complaint: 2096****

I do not accept the business's response as a resolution to my complaint because: Irving stated the delivery manager reached out and we came to a mutually agreeable solution. This is false. Someone did leave a message on December 18th that the delivery manager would be looking into this and reaching out within 24 hours. I have not heard from the delivery manager and my account balance has not changed.

Sincerely,
******* ***** *
*
Business Response
Date: 12/20/2023
My Delivery Manger confirmed that she left another message for the customer advising that we are going to honor the original pricing and it will take a few days for his credit to post. Thank you.
Customer Answer
Date: 12/22/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 209*****, and find that this resolution is satisfactory to me.

Sincerely,

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

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Irving Energy is NOT a BBB Accredited Business.