Irving Energy

Verified by DAC Group

We were long-time Irving customers and agreed to continue with them after moving to a new home with oil heat and a secondary unit. Unfortunately, what followed over a short period of time was one of the most frustrating service experiences we’ve ever had.

Irving attended our property six times in about two to three months. On the first visit they inspected both tanks and furnaces but left saying they needed us to confirm which tank belonged to which unit. We did so immediately, yet Irving never followed up.

We wanted to be proactive, so we booked servicing for both furnaces before winter. Irving initially refused to service our tenant’s furnace because it wasn’t on our account, even though we own the property. After correcting that, they serviced our furnace, then returned to service the second one — and after that visit, the second furnace stopped working.

They came back and within five minutes told us we needed a brand-new furnace and sent sales. Sales later said we likely didn’t need one and sent service again, who then fixed Irving’s own mistake and got the furnace running.

During all this, my husband arranged automatic delivery and equalized billing. We were shocked to later find our tenant’s tank empty. When we called, Irving said delivery had been paused due to a note saying the furnace needed replacement — despite the fact that their technician had already fixed it.

Then Irving claimed they couldn’t deliver because tanks and furnaces still needed inspection — even though they had already been on site five times and had set us up for auto delivery and billing.

On the sixth visit, a technician commented that our 21-year-old fiberglass tanks were “old” and mentioned insurance, saying they couldn’t fill uninsured tanks. I called our insurer and confirmed the tanks are on our policy (oil spills aren’t covered by any insurer, but the tanks themselves are insured). When we relayed this, Irving didn’t even ask for proof — they simply refused service based on a misunderstanding from a casual comment I had made.

Because of Irving’s refusal, we had to scramble to find another provider, who couldn’t deliver for three business days. Once oil was finally delivered, the furnace that Irving left empty wouldn’t start and needed bleeding — with temperatures forecasted near -28°C.

We called Irving again and were refused service. Most companies won’t do emergency work for non-clients after hours, so our tenants were at serious risk of losing heat. Thankfully, a local plumbing/HVAC company we’ve used before came to our rescue and wouldn’t even accept payment.

Irving’s miscommunication, repeated errors, and refusal to take responsibility put our tenants and property at risk in the middle of winter. After years of being a customer, this level of service was shocking and deeply disappointing.