26 Customer Reviews
Sort By
Review from Joe L
1 star11/18/2024
We ran out of propane Friday morning( our fault, I know but were new homeowners) Ordered propane on Friday and was reassured it would be delivered Monday only to be told weve been moved to Tuesday. Going 4 days with no heat in *********** is tough. Being let down by the ones who can fix it is tougher.
Irving Energy Response
11/20/2024
We acknowledge a misunderstanding regarding the delivery date communicated at the time of booking. However, we are pleased to confirm that the delivery was successfully made on the promised date of November 18, 2024, and no emergency delivery fees were applied.Review from DN T
1 star10/07/2024
I belong to many Gas Rewards/Debit programs. I have never had the amount of issues I've had simply trying to get customer service and clear up confusion over using their program than I have with Irving Oil. The **************** is absolutely horrific and time wasting. And HOW TO CORRECTLY USE the rewards/debit program is confusing! Just today, as ONE example, I have screenshot proof of having held on the phone for TWO HOURS to ask questions of the Rewards program due to a lot of confusion and discrepancy of what is told by Rewards and Zipline ***** etc. AND to make things even worse the whole time there was a VERY obnoxious short digital music mess repeating itself over and over and over. I wish the top brass at Irving Energy could be forced to keep that going in THEIR ears for 2 hours!! Is this a deliberate ploy to have customer get disgusted and hang up?? After that long of a time I did the option of requesting a 'Priority Call Back' - Well, that was over an hour ago and no call back so if I had kept holding I would now be 3 HOURS IN on waiting for someone to take my call, I do not recommend using Irving Oil unless you absolutely have no other options! I am in the ** area for 2-3 months each year and wanted to be able to use them for gas (the only option in the remote small place I park my RV.) Shame on them!!!!!!!Review from Celina B
5 stars02/23/2024
I have been getting gas from them since I’ve learned to drive at 15 (I am now 17) and today where I live is snowing and I couldn’t make it up the hill and my car was slipping so the kind driver of one of the gas trucks had seen nudged me up the hill. This driver was very gentle with it and didn’t leave and bumps or scratches on my vehicle. I am so thankful for that driver as i was late for school and ready to cry because I couldn’t make it up that hill.Review from Isabelle D
1 star12/11/2023
I wasn’t going to write this review due to not wasting my own time. BEWARE OF USING IRVING! I’ve been a loyal customer of 3 years with absolutely no issues with this company. I have been paying on a bill in $100-$150 increments throughout the whole summer up until now my remaining balance was $43 which was paid that morning. Last week I get to my apartment and I can see my breath in my living room it was 15 degrees out. Come to find out I have 0 propane I call Irving and well this is when my nightmare started….I was greeted with well there’s nothing we can do for you basically your account is on hold DUE TO $43. I WAS NEVER TOLD BY IRVING THAT MY AUTO DELIVERY WAS BEING SHUT OFF EVEN THOUGH THEY SWEAR THEY TALKED TO ME WHICH IS COMPLETELY FALSE!!! IRVING LET ME FREEZE EVEN THOUGH I PAID THE $43 THE MORNING OF THIS SITUATION!!! I had many conversations with many people at Irving some employees thought it was messed up that I was shut off auto even though I was paying on my bill which was paid off the morning of this other employees you could literally feel the evil coming out of their voices. Needless to say I had to pay in full for my delivery plus an extra $200 for the emergency fee and to check for leaks. If I would’ve known this was happening I would’ve paid the bill so I wouldn’t have been in this nightmare. I unfortunately have no option but to use Irving at my apartment right now. After this I will NEVER WILLINGLY use Irving again. Companies like this one forget how to treat human beings. We’re more than just an account. This honestly should NEVER happen to any human being this action by Irving in my opinion was purely evil. I suggest Irving adopt better business practices like idk maybe putting a notice on my door stating I’m being shut off auto so I don’t LITERALLY freeze, they have no problem putting your bill on your door when they deliver. All I know is Irving needs to do better especially in the winter if they want to retain loyal life long customers.Irving Energy Response
12/18/2023
Thank you for bringing this to our attention. We have had two Senior Account Managers explain to the customer how our billing process works, and we have left another message for her to reach out so we can discuss further. Thank you.Review from Nancie M
1 star11/13/2023
My 100-year-old Dad had been a customer with Irving Oil since 1971. He had propane tanks, a hot water tank rental, and automatic propane delivery for home heating. Dad went into long-term care and the house was sold. As my Dad's Power of Attorney, I contacted Irving to have the propane tanks and the rented hot water tank removed. The tanks were removed, and it was decided by Irving Oil that they would not take the hot water tank. I also instructed Irving Oil to close the account. There was an automatic debit from my Dad's account for the hot water tank a month after the tanks were removed and it was decided not to take the hot water tank. I called and was told by a rude CSR that my Dad needed to pay for the hot water tank. I requested a manager. Reluctantly the rude CSR transferred me. The account was still active, although it should have been closed. The manager refused to refund the hot water tank rental that was charged after it was agreed that the tank would not be removed and my Dad would not have to pay anything. I was told that the rental was a "finance charge" and could not be reversed. A long story short Irving Oil gets richer and my Dad gets poorer. I now avoid anything associated with this company and do not recommend them for anything! To add insult to injury, I disputed the charge with my Dad's bank and they refused to reverse the charge.Review from Mark S
1 star09/27/2023
Last time we go here for gas or lottery A new guy working here this morning w/ glasses A real smart ***! I wanted to play lottery had tix filled out already/ use they over & over / he said they r not filled out / asked if I could see they back again / yes filled out properly as I use them over & over Said it again / I said you must not be doing something right / he got ***** I said I’ll go somewhere else He said beat it buddy! Just get out The dumb ***! Unless he’s a franchise owner I hope he gets fired!!! ****Review from Deborah B
1 star07/27/2023
I have been an Irving customer for 50 years. i have a commercial account with them because I used their products on so many properties. Over a year ago I asked them to remove their propane tank from a property, which they said they would do. The previous owner surrounded the tank on three sides with a thin lattice. After about 6 months I was told Irving would not remove the tank unless I removed the lattice. I told them I am unable to remove the latitice because of arthritis in my hands. They agreed to remove the lattice. I gave them permission, in writing , to use a crow bar or whatever was necessary to remove it. Several weeks later I get a demanding call followed later by a demanding email from one Terry M***** telling me to remove the latt ice. I told him by phone and email I had an agreement with Irving to remove the tank and that he needed to remove it per my agreement. I again gave written permission for them to use a crow bar , if necessary, although a simple screw drive would do. He has not responded to my phone call or email. This is a terrible way to treat a disabled senior who has been a loyal customer for 50 years,Review from John J
1 star07/25/2023
Pick another, terrible customer service and dishonest. I cancelled my auto delivery and charged my account anywayIrving Energy Response
07/28/2023
Manager reached out to customer on 7-28-23 with a resolution.Review from Tabitha R
1 star06/27/2023
I went with Irving to get a brand new wall mounted boiler because I bought my first home built in 1988 and realized the original heating system was never replaced, I didn’t want to be caught without heat in the dead of the winter so even though I got 6 quotes and Irving was the highest they were also my propane company so I figured they’d take care of me if any issues. I could go on for days about the details but right now I have no hot water after them coming to service 8 days ago, it’s only 1 year old over, 11k installed, 8+ service visits and I’ve been waiting 8 days to here back from management… heading out to work as a beautician NOT showered!! Thanks Irving… call me??!!Irving Energy Response
06/30/2023
The Service Manager spoke to the customer earlier this morning. The unit was fixed yesterday, and the manager credited the last service call back to the customer. We here at Irving do our best to take care of our customers and we always strive to make it right. Thank you very much for being one of our valued customers.Review from James S
1 star04/08/2023
I have my heat set at 60 I went on vacation I come back and I had a bill for $434. I’ve stuffed the windows with blankets. I was able to pay half of it but all of the sudden today they pulled the full amount. I did not have auto pay on. And I have since removed my debit card from there use. I will continue to maintain the heat at 60.Irving Energy Response
04/12/2023
Thank you so much for your inquiry. Our records indicate that this issue has been resolved. As always, we here at Irving do our best to take care of customer issues.
If you need any further assistance, please contact us at ###-###-#### and we will be happy to help you in any way that we can.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.