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

  148 Spruce St Rutland, VT 05701-4422

• 

  Irving Energy

  890 Meadow St Littleton, NH 03561-3606

• 

  Irving Energy

  103 Glen Rd West Lebanon, NH 03784-1654

• 

  Irving Energy

  79 Lincoln St South Portland, ME 04106-2614

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:12/12/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 3, 2021, I secured a contract with Irving oil, capping my fuel cost at $3.549, for 700 gallons. "Prices and Fees. Beginning on the later of (1) December 1, 2021 or (2) when our Company accepts your Fuel Agreement, and ending on November 30, 2022, (the "Capped Price Period") or when your Choice of Gallons are depleted, whichever comes first" There are approximately 82 unused gallons remaining on this contract. On November 3, 2022, I called Irving to set up a new contract for this winter. I was advised that they were no longer doing contacts for the year, and I began exploring the market for an alternative. Seeing that there were many more options that were cheaper than Irving I called Irving back on November 17, 2022. During this phone call I asked to have the remaining 80+ gallons remaining on my contract delivered and to close my account with them. In an effort to keep my account, they transferred me to a Senior Residential Account Manager, Terry M*****. Mr. M***** asked if he could get me a new contract would I consider staying and I said yes. He asked for some time to coordinate this and said he would be in touch. After 12 days of waiting, I called Irving again to inquire about the contract and on November 29th Mr. M***** emailed me saying, "HI ******* my apologies for not getting back to you sooner". He was able to secure a new contract price, however it was cost prohibitive. Irving had effectively run out the clock on my existing contract and when I asked again for the delivery of my contracted fuel, I was told my contract had expired. I'm simply asking for what I asked for on November 17, 2022, the delivery of my price protected fuel and for all the trouble they have caused me, they should round it up to 100 gallons. This was not handled properly.

  Business Response

  Date: 12/12/2022

  Customer made 11 of 12 budget payments and when his contract expired, he had 80 gallons remaining, but only had paid $95 towards his final budget payment.  He was working with Terry in SRAM.  According to the notes in the account, we offered him the following and he accepted via email:
  
  If he made the final payment of $208, we would deliver the remaining 80 gallons at his contract price.  He responded that he made the payment and agreed to the terms, and the delivery was scheduled for 12/20/22.  

  If you need further information, please feel free to contact our office. 

  Thank you very much. 

• Initial Complaint

  Date:12/09/2022

  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.

  This is a restaurant in a small city. I am an Irving customer many years. I run out propane twice this year but my service is automatically refilled service.Usually today when I show up to work, all equipments not working. I checked no propane at all. I phoned the customer service at 11:00.I told they are there no propane. The lady on the phone not believe me. She told me I still have 3/4 in the tank. However we have two deep fryers and one grill working all the time since they delivery’s already 46 days. That is not right. So she told me someone will deliver later. I never get any answers back so I phoned again at 2:38. I told that gentleman we are no propane. He said same thing I still have 3/4 in the tank. I told him the same thing. He call the delivery man. I finally get propane after 4:00. However all our equipment is not working after they delivery the propane. I phoned again. Still no one show up. That already happened twice this year. Our store could not open three days already. I am no any income three days because of no propane. I have to in there say sorry to every customer all day long.

  Business Response

  Date: 12/14/2022

  This customer needs to be directed to our Canadian customer information line via dialing 1-888-310-1924 as this customer is serviced out of Canada 

  Customer Answer

  Date: 12/16/2022

  
  Better Business Bureau:
  
   The service is in the Canada. When I first time to phone they’re they didn’t do anything. I could not get propane, I could not continue the business. Depends on the invoice, my restaurant do not have any propane. How they know I am not in Canada, just because my name? Because I have a different name than others so I am different. That is unbelievable. My service is automatically delivery. It is already twice we run out of propane no delivery. I am only can in there say sorry to everyone. I don’t have any income because they are. They still don’t think that is a problem.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:11/23/2022

  Type:Delivery 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.

  Ordered propane on 11/13. Was told 3 different dates for delivery. The last day they "tried" to deliver (11/20), they claimed our driveway wasn't accessible for delivery, which is a lie. Our driveway is bare and has been for days. We've been without propane for a week and they want to charge us an extra $120 to deliver earlier then their next availble delivery date which isn't until the next Sunday 11/27. We have lived at our house for 7 years and this isn't the first time they have asked us to maintain our driveway so that they could deliver. We were prepared to receive our already paid delivery, so that's why we claim they lied about trying to deliver. We even assume that we won't get our delivery on 11/27.

  Business Response

  Date: 11/23/2022

  The Manager for this area spoke to Clinton W*** on 11/23/22 regarding this complaint and the issues we have had over that last couple of seasons with his driveway being inaccessible. After some friendly conversation, they came to an agreement to completely fill Mr. W***'s 500-gallon tank to carry him over the better part of the heating season in an effort to reduce deliveries, Mr. W***'s costs to prepare the driveway and any additional charges for emergency deliveries. Prior to this complaint, we were able to make a delivery to Mr. W***, on 11/21/22, per his original request and Mr. W*** did not incur any additional charges for that delivery.

  We believe that Mr. W***'s complaint has been amicably resolved and should need no further action. 

  Thank you very much for your attention to this matter. 

• Initial Complaint

  Date:10/19/2022

  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.

  Moved to Victory, VT in 2021. Built large garage. Needed heat in new garage so we asked around. People recommended Irving Propane. So we called them for estimate. We got quote and went with it. We told them new house was being built and would need propane connected as well as whole house generator.House was finished in August. Called Irving to come out to give estimate, We went with quote. This is where problems started. They scheduled for October 2nd. We thought this was odd because we could not move in till we had gas connected. We were paying mortgage for house we could not live in.We were also renting house as October 2nd no show or call from Irving. Contractor on sight to dig trench for piping. Got charged $750.00 for waiting. Reschedule for Nov 4 got call, need to reschedule until Dec 13th tenitve. Called manager at VT office and he had no answer. He said I will quote you if you don't like it call someone else. I own my own company and if one of my employees said that they would be fired on the spot. We have 1000 gallon underground tank. Like we are going to start over. So now we are paying mortgage on new house we can't live in as well as rental. I am sure they will call in December and reschedule again. Do not trust them for anything their employees tell you. They could care less, So I guess we Will not move in until spring paying two mortgages. Can not get occupancy permit until propane is in. We have three people in house in which 1 is handicapped. Hoping main office can make it happen sooner and to get rid of this manager who cares less about his company as well as customers. *** **********

  Business Response

  Date: 10/27/2022

  Good afternoon,

  Just confirming that we worked with this customer to get the job done. The job was completed on 10/26/22. A $750 credit was issued for the excavator charge that was incurred. Customer issue was resolved to the customer's complete satisfaction. 

  If you have any questions or concerns, please do not hesitate to contact me. 

  Thank you very much,

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

  Customer Answer

  Date: 10/28/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18243171, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:07/21/2022

  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.

  My name is **** *****, Putney Vt.... ***********1 Irving energy offers a budget plan that sez they will divide my bill over a 12 month period. [Oral agreement only] . AFTER initiating the process..... [Acct #43*****].... and taking a delivery of home heating oil, we receive an email bill that is 150% of what we were lead to believe our monthly total would be.. We were told " we have looked at your files and WE decided your payment should be $85........ARBITRARILY......First, we are NEW CUSTOMERS, so WHAT FILES DID THEY LOOK AT to make this [ARBITRARY] determination? WE WERE NOT TOLD INITIALLY that THEY set a minimum payment, which has nothing to do with what we actually owe........We are told "WE SET THE PAYMENT and THE MINIMUM IS $85".. We were NOT INFORMED in any communications of any "MINIMUM GALLON DELIVERIES" or "MINIMUM PAYMENTS".........We bitched and complained because 1/12 [one twelfth] of our bill only comes to $49..........They lowered the bill to $75............WTF. If we pay this amount, at the end of the year IRVING ENERGY will OWE US $300......... They said WE CAN CREDIT IT TO OUR NEXT DELIVERY, but we only burn 100 gallons per year, so at the end of two [2] yrs [at this current fuel price] Irving Energy will owe us $600. Their response was "Pay the $75 dollars for 8 months and then CANCEL THE ACCOUNT". This "DEAL" was NOT explained to us before hand and we CERTAINLY WOULD NOT have accepted an arrangement of this type.. We have saved most of the email communications pertaining to this issue. Acct # 435**** 888-310-1924 Amanda.G******@Irving oil.com garret.s******@irvingoil.com

  Business Response

  Date: 07/27/2022

  Thank you very much for your attention to this matter. If you need anything further, please do not hesitate to contact us.  

  Business Response

  Date: 07/28/2022

  Case # 17598774

   

  This letter will confirm that we are in receipt of your letter dated 7/21/22 concerning the above-referenced account via email on 7/21/22.

  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,

   

   

   

   

  Skeeter D****

  Customer Advocate

  Irving Energy Distribution and Marketing

• Initial Complaint

  Date:06/28/2022

  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.

  Irving supplies our gas regularly for our home. Last week, the Irving truck backed down our driveway without regard to anything. We have a small area on our driveway that dips down. Every previous Irving driver has parked their truck above the dip in our driveway. This particular driver did not stop above the dip and back into the dip. Once the driver realized he backed into the dip, he tried to pull forward quickly and created a hole in our driveway. The truck then got stuck in the hole. We are only aware that this happened because of our security cameras. The Irving truck had to be pulled out with a large tow truck, leaving a large hole in our driveway. During this incident, multiple Irving staff appeared to come assess the damage. After the truck left, another man came to assess the damage and spoke to our housesitter- advising them that someone from Irving would call us. My husband and I have attempted to contact Irving multiple times and have not received any communication from Irving regarding the damage to our driveway caused by their truck.

  Business Response

  Date: 07/07/2022

  I spoke with this customer and stated we would get a quote for a patch repair to their driveway – He was OK with that

   

  I have also reached out to a contractor and are working to get the quote for the work – Once I have, I will forward over for processing on our end and coordinate the repair of the driveway. - Sarah G******* Delivery Manager, Concord, NH

  
  

  Customer Answer

  Date: 07/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17493686, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:06/13/2022

  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.

  I have been attempting to receive copies of my service visits Irving Energy has made to my residence in the past 12 months. I have been passed from one manager to another with none clearly identifying themselves or titles nor providing a means to follow back up with them. I have yet to receive my request for my own records for my residential services Irving has performed. Instead I am told Irving will follow back up with me on a predetermined date which they never do. When I have requested to speak directly with a manager at Irving the customer service department tells me they are unable to do that. I need these records ASAP as they relate to my home sale and Irving delay is exacerbating an already complicated issue. I am hoping the BBB can assist me as my only other resolution at this juncture is legal consul to subpoena Irving for my own records.

  Business Response

  Date: 06/14/2022

  Amherst Operations Manager has been on top of this issue since the beginning and has all the documentation to send to the customer.