Complaints

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

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  Irish Family Companies

  1444 Clinton St Buffalo, NY 14206-3009

  
• 

  Irish Family Companies

  70 Katherine St Buffalo, NY 14210-2006

  

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:03/12/2025

  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.

  Irish Propane raised my propane price and filled the tank with 197.6 gallons prior to my consent.
  I normally receive a statement with the price for the heating year. I think this is an unreasonable price increase with no notice expect my to pay.
  
  I phoned them and explained I am retired and cannot afford this, and that I had not signed or accepted the higher price, they would have to pick up the tank.
  
  They basically told me how expensive it would be to pump out the tank and pick it up and Kristen quickly spoke about the dollars per hour to empty the tank and charge me to pick it up.
  
  I think they tricked me into changing deliveries to "Will Call" because of the situation and didn't want to pay $4.69, without a proper notice. But she didn't mention the "will Call" price, which is probably even higher than the last invoice now that I think about it.
  
  The tank had 203 gallons in it that I have already paid for and they wouldn't give me the refund price.
  They refuse to lower the ******** invoice for the 197.6g but will lower the future price to 3.10 / gallon if i sign a contract. I receive a proper notice prior?
  
  Hoping that you can help resolve this, I'd be willing to pay 3.59 per gallon and when the tank is down low enough they can come get it. This will allow time to get a new tank and supplier when it above freezing. I don't want to put this amount on a CC with 30% interest either.
  
  if this is unacceptable, I need a written estimate to remove the tank and price per gallon for the fuel that I would receive for anything over the 197.6 that I have not paid for.
  
  This is my primary fuel for my furnace and hot water. $2.29 to $4.69 / gallon is not fair or reasonable at all.
  
  I referred 4 or 5 neighbors to Irish as well so there are a few houses on the route, i have spoken to most, they are paying 2.29 but use more? 90% sure that they will go to the new company that i switch to if required.
  
  Is there another outfit that can help with home heating price gouging? 

  

  Business Response

  Date: 03/25/2025

  3/10/2025: A propane CSR received a transfer call from accounting regarding ******** frustration with his recent propane bill and price per gallon of $4.69. He was upset about the price increase and, as a result, requested tank removal. We informed him that we could explore a lower rate before proceeding, but cannot guarantee a reprocessed bill. We explained that low propane usage affects pricing and can result in a higher PPG, but he insisted on tank removal. When advised of the pickup and pump-out fees, he provided a callback number for a potential rate adjustment. Before ending the call, ****** stated he would padlock our equipment and threatened legal action if our drivers arrived for a delivery. 3/11/2025: After reviewing his account, operations approved an offer of $3.10 per gallon with a newly signed contract, but his recent bill would remain unchanged. At 11:35am, our CSR left a voicemail for ****** detailing the offer and requested his response.  3/12/2025: ****** called back and was transferred to the CSR handling his account. We reiterated the $3.10 per gallon offer, the contract requirement, and that his previous bill would not be adjusted. Upset, he repeated his request for tank removal. We reviewed the pickup and pump-out fees again, which ****** noted. We couldn't determine his refund rate upfront since the pickup and pump-out services would be deducted, to which ****** stated that he needed time to decide. He also mentioned padlocking the tank to prevent refills. For safety reasons, we advised against this and instead offered to place his account as will-call, ensuring no further deliveries until explicitly requested. ****** agreed to have the account changed from automatic to will-call while he makes his decision. We updated account to will-call and placed an updated note on his account of our interaction. 

  Customer Answer

  Date: 04/02/2025

  Please reopen the complaint.  I would like a written estimate for the tank removal. The tank currently is full, 200 gallons that I have already paid for, plus the 197 gallons that they put in at $ 4.69. They won't give me a price per gallon for my portion of the fuel in the tank.  I'd like everything in writing seeing how they doubled the home heating costs with out a notice  Thank you, ****** ***** 

  

  Business Response

  Date: 04/29/2025

  ****** has indicated that his tank currently contains approximately 197 gallons of propane. In light of his ongoing concerns, we've made slight accommodations to the standard pump-out and pickup fees. Please find the breakdown of charges below: Pickup Cost: $149.00 per hour (charging for only 1 hour) Handling Fee: $13.00 Pump-Out Fee: $129.49 per 100 gallons (charging for only 100 gallons) Total Estimated Cost: $291.49 Additionally, to help clarify ******** concerns regarding the increase in his price per gallon: Our pricing structure is based on a customer’s estimated annual propane usage. Generally, the higher the usage, the lower the price per gallon. Conversely, if a customer’s actual usage falls below the projected threshold, their price per gallon may be subject to adjustment. We've made efforts to accommodate ******** frustration with his increased price per gallon due to low usage, including offering him a lower rate of $3.10 per gallon with a newly signed contract.  We hope this information helps provide greater transparency and resolution. 

  Customer Answer

  Date: 04/30/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The attached offer is not accurate. Irish propane recently added 197.6 gallons, plus the propane already in the tank. the tank gauge is at 80% +/- 400 gallons. I think the simplest solution would be to let me run the tank down to 197.6 ( the propane they just added doubling the price)  and then they can come pick up the tank. (a service tech just put a monitor on the tank this week) i would consider purchasing the tank but then i would have to pay to remove the unfairly priced propane again. 
  
  Regards, 
  
  ****** *****

• Initial Complaint

  Date:09/19/2024

  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 paid for my propane where I lived. I sold my home on 8-1-24. I called Irish to get a refund for the propane. They asked me to wait for a new keener to transfer service and then they said they would send me my refund. Two weeks pass and no action. So I ask for the tanks to be locked out. The company drove out locked the tank and emailed me saying that there was 70% propane left in the tank that day. I waited two additional weeks and nothing. I think asked them to go out and collect the tanks, pump them out and refund me. They went out but the new owner of the house said he’d transfer service so to leave the tank. I called today for my refund status and I was told that I would not be refunded by Irish I’d have to contact a real estate attorney. That is wrong I requested multiple times to be refunded for the propane I paid for. I was told it was coming. There is no reason I should need to get an attourney. The house closed and sold a month ago. Propane is a utility. I am not obligated to pay a utility for a new owner. Irish needs to refund me and charge the new owner. As they stated they would.

  

  Business Response

  Date: 09/19/2024

  **** reached out to us on 8/19 to let us know that she has already
  moved out. We waited to hear from the new owner.  On 9/4 she called again,
  and she and I decided to lock the tanks out so the new owners would call to
  create their account.  On 9/9 she called again
  asking to have the tanks picked up. A service ticket was created and an attempt to pick up
  was made but the driveway was full of cars, and it was 7am so the service tech
  wasn't able to pick up.  On 9/12 the new owner
  called me to have his account opened. We haven't done his leak check yet, so
  the tank is still locked out and he's unable to use the propane.   Because the tanks aren't
  getting picked up, the transfer for the amount in the tanks needs to be dealt
  with between the realtors/attorneys. Normally we are contacted about this
  before the previous owner moves out so they can take care of it before closing.
  This was explained to her via a voicemail on 9.18. 

  Customer Answer

  Date: 09/19/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. I was told a refund would be issued once tanks were removed. It’s not my fault that Irish took so long to follow though. I was told it was locked out at 70 percent. I would like to be refunded for that as the email I received states.   
  
  Regards,
  
  **** ***********
   

  

  Business Response

  Date: 09/24/2024

  She has been taken care
  of and refunded as of last Friday (9/20)

  Customer Answer

  Date: 09/27/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  I was told on 9/20 they would pick up the tanks to refund me after charging a pick up and pump out fee. I have not been contacted yet regarding how or when I will receive a refund or to verify the amount of the refund. Until I receive in writing/email and have a refund mailed I am not satisfied with this response. There has not been a resolve yet. I was just told one would be coming.  
  
  Regards,
  
  **** ***********