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

  79 Lincoln St South Portland, ME 04106-2614

• 

  Irving Energy

  7 Amarosa Dr Unit 215 Rochester, NH 03868-8638

• 

  Irving Energy

  85 Mechanic St STE B4-1 Lebanon, NH 03766-1537

• 

  Irving Energy

  4 Wentworth Pl Claremont, NH 03743-4403

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:12/08/2023

  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.

  I bought a property on 6/30/2023. I first contacted Irving on July 4, asking them to pick up their tank, and to provide a refund for unused product. They told me that they needed to run my credit, which i refused to authorize (i'm asking for a refund, not setting up payment terms). This was finally resolved in October, and they picked up the tank on Oct 27th. Since that time, I am still waiting for a refund. As of today, irving is "crossing their fingers" that this happens soon. This is completely unacceptable. I'm sure that if i refused to give them their tank for 4 months, they would charge me, and I'm pretty positive that if i owed them money for 5 months, they would charge me astronimical interest and late fees. This experience absolutely validates why I changed companies right from the beginning.

  Business Response

  Date: 12/08/2023

  Thank you for bringing this to our attention. I spoke with ****** and discussed the situation. We came to a mutual agreement so this complaint can be closed. Thank you for choosing Irving Energy for all of your energy needs. 

• Initial Complaint

  Date:11/30/2023

  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 waited a month and a half for thisncompany to install a propane tank and lines. Date was set to november30th and the 29th mid day they rescheduled me to december 8th. I absolutely need this propane hooked up as am without a means to cook or have hot water.

  Business Response

  Date: 12/01/2023

  Customer's work is scheduled for today 12-1-23. 

• Initial Complaint

  Date:10/30/2023

  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.

  I signed a 6 month contract to pay $1.90/gallon when they charged me $2.80/gallon for the entire contract. This ran the bill up $300 more than what I should have paid. After the contract ended I caught on. After reaching out they denied me reimbursement as “it was passed the 6 month contract. Since then I continue to run into this issue where my contract continues to be removed from the bill resulting in me having to continue to contact them monthly to correct it. This has been going on for 4 contract cycles now.
  
  Below is the most recent bill. It states $2.80/gallon when my signed contract is officially $1.99/gallon. I reached out last week and this has yet to be resolved.
  
  “Wish my mistakes made me extra money but I work in a hospital so….”

  Business Response

  Date: 10/31/2023

  Thank you very much for reaching out. I have submitted the information to the appropriate team and they are currently looking into the issue. I will respond as soon as I have a clear answer. Thank you. 

  Business Response

  Date: 10/31/2023

  The customer was called and we apologized for any inconvenience this may have caused. We reviewed the account with the customer and determined the error was ours. All charges prior to 10.9 were already adjusted on the account and the account information has been corrected to reflect the original price. Thank you again, for reaching out to us and for choosing Irving for all your energy needs. 

   

• Initial Complaint

  Date:08/31/2023

  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.

  In May 2023 I ran out of propane and called Irving. They delivered but their underground tank ended up leaking so they shut it off. They came out and brought 2 temp tanks. I did not know they didn’t put the propane that I had ordered into the temp tanks so I ran out again. They came out delivered propane and did not charge me for emergency delivery but I did have to pay for more propane because they said they have not pumped out the propane in the broken tank yet. I have called set times asking when this work will be done and have been told dates that come and go and no one shows up. I ran out of propane again in Aug and still waiting on them to refund me for the stuff in the ground and also fixing my tank. I asked for a manager to call me and they said one will in the next day and still no call. This has been going on for 3 months with Irving still not fixing anything and refunding the pump out.

  Business Response

  Date: 09/05/2023

  Concord Service Manager Joe H****** spoke with ****** ****** and has resolved the issue.

• Initial Complaint

  Date:08/07/2023

  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.

  Irving is the only gas station that will claim tht it needs to drain your entire account when you use the **** debit card or any card in order to make sure they get paid. That’s stealing when it’s over the amount that is approved for the gas. I only approved 15,07 and the entire 35.00 is drained from my debit card. I would like the amount that I did not approve for them back. The pump stops pumping when you let go and when you have no more money approved for that transaction. They should not be taking more than the approved amount. This is the second time this has happened now.

  Business Response

  Date: 08/21/2023

  Good Morning,

  Based on the feedback provided by the customer, I believe that the issue of concern is related to the type of debit card used by organizations like ****** or *******. These non-traditional debit cards sometimes have a longer "hold" period for funds. In this instance, we believe the customer would have selected the "Fill-up" option at the pump, which typically comes with a $35 "dip" for debit cards. Basically, where this is a debit card and not a credit card, the system needs to "dip" the full balance of $35 to confirm that there is actually enough balance to cover the fuel. This doesn't happen with debit/credit or traditional credit cards, as there is an overdraft component that usually protects both parties. Once the final transaction balance is determined, in this case, the customer only needed $15.07, the remaining balance is settled back to the card. Unfortunately, with the non-traditional debit cards like the **** card, this settlement can take up to 7 days (depending on the bank doing the processing.

  We see these complaints from time-to-time with this type of card. Usually it is a customer education issue that we can resolve by reaching out directly to the customer, which we will happily do in this case as well.

   

  Thank you for your time, please feel free to reach out with any additional concerns.

   

  Regards,

   

  Brandon S***

  Senior Manager, Retail Operations

  Irving Oil

• Initial Complaint

  Date:04/20/2023

  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.

  My house could've burned down due to incorrectly installed equipment. Credit dep issues as well. Unkind Credit Manager. 3/9/24 Fuel asst made payment of $2,208. My remaining balance of $634.35 was due 30days after that payment. 19 days later I missed a call from Sheena, I work at a school and am unable to answer my phone before 3pm. She then emailed me to tell me that my terms were revoked because the remaining balance was not made within 30days. 3 payments were made only 19 days prior! This was clearly a mistake so I called the credit dept. The rep I spoke with set up a payment plan with me and said I would not need to reapply for credit terms, I paid the 1st installment. I asked to speak w/the manager to clear up the misunderstanding and thats when things got abusive. She started her conversation by saying she would do nothing for me, was rude and treated me unkindly, yelling at one point to where I asked her to please end the conversation. She said I was a delinquent and didn't pay my bills. I did email the company asking for a customer advocate to review the phone call as her treatment to me was horrible. That case was sent to the very manager that mistreated me. I rec'd an email that after reviewing my acct I would not have my credit terms reinstated even after all payments made and would need to reapply, this is retaliation. I then had an emergency, soot was covering the side of my house. I called and service was refused do to the credit notes from the mngr. The lady laughed and said she was beside herself. She was told we would have to pay 3x what a normal customer pays plus pay for all parts upfront. I called a dif company and they informed us that Irving installed our equipment incorrectly. Flames were shooting up our flue, multiple parts installed wrong resulting in dmg to my house & furnace. I called Irving to inform them of the issue and was once again mistreated, "I can't do anything for you". I pd 488 in repairs, need more repairs to my home & htr.

  Business Response

  Date: 04/24/2023

  Service
  issue complaint: (per Concord Technician Service Manager, Joe H******)
  On
  the 3/4 and the 3/6 visits, it was water-related and had nothing to do with the
  combustion side of the unit. When she called last month to get the boiler
  serviced because she was seeing black smoke, we told her we would not service
  it because she was on service and delivery hold. They explained that she would
  have to pay off the balance before we went there. She called another company to
  service the unit. They had to vacuum the unit because it was full of soot and
  told her the power of the venter damper was not adjusted right, causing the
  flame to shoot up the vent pipe again, which is incorrect.
  
  In
  regard to the conversation with the Credit Representative: (per Manager of Collections, Rebecca H***)
  The
  Rep followed our collection process based on all notes on the account.  We
  allowed the balance to carry forward from January until March even though we
  had not yet received proof that she was or would be approved for Fuel
  Assistance.  The Rep had advised the customer several times between
  January and April that she would work with her on the balance that Fuel
  Assistance did not cover.  It was the fourth attempt to call before the
  Rep approached the discussion on making arrangements for the balance that was
  not covered by Fuel Assistance.  The customer made a payment on March 29th
  bringing the balance down, in part because the Rep and Manager reversed all
  late fees.  Many of our calls were done after 4:30 pm Atlantic time. 
  Out of eight attempts to contact her, only 3 were prior to 4:30 pm.
  
  The
  customer did send an email stating she was unhappy with the service she
  received, and the Manager did look at it.  At that time, she decided to
  have the Rep call her back to further discuss the plan for payment. 
  Nothing was mentioned about a service issue at that time or any time prior

  Customer Answer

  Date: 04/24/2023

  
  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because they did not offer any resolution, only clear misinformation and denial. It appears that the person responding has not taken the time to review all documents in this complaint. I would encourage them to also review the phone call recordings and I would appreciate a copy of those recordings as well. I will copy and paste my original letter for review but will address some of the misinformation first.
  
  It was said in the reply that no payment or attempt was made between October through April. This in not true. I will attach the documents showing 3 payments made on 3/9/23 totaling $2218.00 as well as the payment installment of $157 that was made on 3/29/23. 

  It was also said that the service for 3/4 and 3/6 was for water only. That is incorrect, we do not have a separate hot water heater. We have a forced hot water furnace for heat and hot water. We had a cleaning on 3/2 that resulted in numerous parts and techs over days troubleshooting due loss of heat. I was charged and paid 1470.95 in parts and service although I was told on the phone with a service manager at Irving on 4/21/23 that we did not have any parts on record other than a relief valve. I’ve attached the evidence to support this billing and service dates. I have had multiple parts replaced by Irving as a result of inexperienced technicians, including controls, switches, valves and a power venter. These are items that were installed incorrectly and there are photos and a statement from another heating company to support this. My house has extensive damage to the siding from the soot that was blown out of the incorrectly installed power venter. I will be getting a quote from Servpro on the cost to clean the soot damage from my home.
  
  In response to this response “The customer did send an email stating she was unhappy with the service she received, and the Manager did look at it.  At that time, she decided to have the Rep call her back to further discuss the plan for payment”

  This is not true, I called on 3/28 and I  initiated a payment plan to clear up the confusion since this was a clear mistake on the credit department. I had 3 payments made on 3/9 and 19 days later they pulled my terms for non payment within 30 days of my previous payment. 19 days past, not 30 so they made an error in the credit department that violated their own terms of allowing 30 days between payments. I did not receive a call back. Also the complaint I had about the manager’s abusive customer service was sent to that specific manager which another rep from Irving said was "fruitless and suspicious".
   
  “ Nothing was mentioned about a service issue at that time or any time prior”

  Of course there was nothing mentioned before 4/4/23 regarding the emergency because the emergency occurred on 4/4/23! I called Irving for emergency service was refused. The representative called the credit department to ask if there could be anything done to allow them to send someone out for this emergency. The credit department told her that I would have to pay a fee three times higher than a normal customer would have to pay for an emergency service call fee, in addition I would also have to pay my outstanding balance in full and any service and parts would have to be paid in cash during the call. The representative was dumbfounded and nervously laughed due to the response and stipulations given to me. She apologized to me and said she’s never seen any customer have such terms. I have experienced discriminatory customer service as a result of the credit departments manager’s actions. That resulted in me having to use a different company to help diagnose the emergency. 
  
  That company immediately diagnosed the problem as a result of Irving’s improper installation of parts an equipment. I have documentation and evidence showing this. The report shows that he witnessed flames shooting up the flue. There was no barometric damper which is needed for the draft to be safe for the power venter. The feed valves was stuck closed and the relief valve is installed wrong.
  
  Irving should try to make an effort to resolve this problem that was a direct result of their improper installation. It put my families lives at risk and caused extensive damage to my home. This is not the way any company should conduct business and is a poor reflection of customer service on their part. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 04/25/2023

  On
  3/4/2022 and 3/6/2022, Irving was on site both days. We replaced the mixing
  valve on one day and returned on 3/6/2022 to replace the tankless coil on the
  boiler. Prior to these service calls, we were on site 6/5/2021 to complete a
  cleaning. This was the last time, that we completed any service work on the
  combustion side of the boiler. The visits in 2022, were to work on the hot water
  side of the boiler.
  
  When
  we received a call from your account in the beginning of April 2023, you
  mentioned that there was black smoke coming out the power venter. Upon review
  of your account, it was noted that the account was on both a credit hold and
  service hold for failure to pay a past due balance. At that time, you were
  informed that we would not be able to come on site due to this past due
  balance. At this time, you decided to contact a 3rd party vendor for
  service, and informed us that you were going to call the credit department the
  following morning. We were then informed that you contacted the BBB to report
  that the 3rd party vendor informed you that Irving had installed the
  parts wrong and could have burned down your home. Irving reviewed these
  documents from the 3rd party, and there is no indication of that
  language noted on the work order. 

• Initial Complaint

  Date:02/07/2023

  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.

  Been going on from November 2022 to this date February 2023 not wanting to deliver heating fuel and letting me run out of fuel letting me freeze for 3or more days busting out pipes and hot water heat they are costing me more money then on delivering me heating fuel double charging me on delivers I'm almost out of fuel and been fighting for going on 2weeks now to have fuel delivered

  Business Response

  Date: 02/15/2023

  Several
  attempts had been made to put product in the tank but the fill pipe was
  inaccessible. We worked with the customer to get the area cleaned up so we
  could make a safe delivery.
  We did another
  inspection of the area and determined it was safe enough to make a delivery at
  which time our manager, Wes H****, reached out to the customer and asked if
  there was anything else we could do and the customer stated that she was all
  set. As far as we are concerned this situation has been resolved.  
  
  Thank you very much.  

• Initial Complaint

  Date:02/06/2023

  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.

  I don't normally do this, but I saw the complaint from someone else who had a similar problem and the response that seemed to imply that this was the customer's fault.
  
  I've had auto delivery for almost four years. In December, our heat went out. Since we had auto delivery, it never occurred to me that we would be out of propane. Instead, we called our furnace guy who couldn't figure out (again assuming we had propane) what was wrong until Irving called and told me we were out of propane. They came out that day and also sent a tech to make sure it was safe to turn our furnace on, so I'm okay with that one except that they agreed to pay the bill from my heating guy. They said they would call me to tell me how to get that reimbursed but no one ever called.
  
  Fast forward to February when the temperatures are at an all time low. We ran out again. After being on hold then transferred (on the emergency line!), the person at Irving asked me dozens of questions. I repeatedly answered the same question with the same answer about how to get to our tanks. I thought she had that all set (asked her a couple of times since she kept asking how to deliver the propane), so I moved on to how to get reimbursed. She asked again about how to deliver, and I said I had already answered that at least a half dozen times. She also kept saying I never ran out before, and that wouldn't be possible, so I would like to know why I was repeatedly told I was lying about this. She repeated that "THERE WILL BE A FEE" then said I needed to call back and hung up on me.
  
  Fortunately, the next person set up the delivery quickly, but I still do not have an answer on how to get my furnace bill reimbursed. I also do not have an answer on how we could possibly run out two months in a row with autodelivery.

  Business Response

  Date: 02/06/2023

  Spoke with customer regarding
  her concerns, applied credit to account for 3rd party service work
  as a result of a run out.  Addressed customers concerns and we will
  tighten up the delivery schedule and install a tank monitor in the Spring. 

• Initial Complaint

  Date:02/03/2023

  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.

  Owner of a rental. Tenant pays for heating fuel. I pay for all repairs to heating equipment. Tenant called for emergency service. Irving refuses to discuss the problem with me because I don’t have an account with Irving. Technician terrorized my tenants and lied about the issue. Then walked back his statements and refused to make the repairs they said were required. The Code enforcement has since been evolved and recommended that I file a complaint with the State of N.H. also. There is so much more. What a horrible company.

  Business Response

  Date: 02/15/2023

  Concord, NH Service Technician Manager Joe H****** spoke with Mr. ****** after speaking with Rochester, NH Operations Manager.

   He has no more issues
  with us at this time. His two main issues were: when he called to get the information on this account, nobody would give him any. Mr. H****** explained the reason for
  that was his name was not on the account and he understood. The other issue was not one of a technician "terrorizing" his tenant, but that the technician was being cautious and explained his observations to the them, which caused some concern from the tenant.

  This complaint has been resolved. 

  Customer Answer

  Date: 02/20/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: The consumer did not provide BBB with the reason that they did not accept the business's response to their complaint. 
  
  Sincerely,
  
  
  
  **** ************

• Initial Complaint

  Date:01/23/2023

  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.

  Called Irving Energy many times about fuel running low. Was asked how low. I told them the ball was down at the bottom. Was told she would put a message to dispatch. Next day I called again. I was told the oil would be delivered in 48 hours.. I said, what if the oil runs out I don’t have enough oil for heat. I was told to just call back if I run out. Last night the tank went dry. I woke up to no heat. Called Irving energy approximately six times or more. I never got a straight answer as to when it would be delivered. My house is now in the high 50s. I still have no oil and no heat. It is the end of the day. Oil executives that run Irving oil are not sitting in a cold house and yet I, a well paying customer for over 10 years is sitting in a cold house with no guarantee that I will have oil tonight. This is no way to run a company.

  Business Response

  Date: 01/24/2023

  Agreed on a credit
  for the delay. Customer is satisfied

   

  Customer Answer

  Date: 02/16/2023

  BBB spoke with this consumer who indicated that this complaint has been resolved to their satisfaction.