II switched to Irving energy/propane 2 years ago as I was eligible for a discount thru my employer. Last year I ran out of propane (my only heating source) in the middle of winter. I came home from work and the house was 40 degrees. After some troubleshooting, I determined the tank was empty. The telephone customer service rep was extremely patronizing and insisted the issue was due to a problem with the furnace. An auto delivery occurred a few days prior. The tank was 95% full at that time and was "topped off" with 5 gallons.
A service tech was sent "to fix the furnace". After replacing a few parts, the pilot would not light. A second tech was sent to assist with "the repair". He was not able to find the issue, and on a whim checked the tank. GUESS WHAT? IT WAS EMPTY! The Auto-delivery person had misread the gauge.
Here I am, my second winter using Irving and the same scenario occurred last week. When a delivery truck was finally sent out, I insisted the driver remain until I got the furnace going. After several attempts by myself and the delivery man, the pilot would not light. On a whim I asked the driver if he had opened the line after filling the tank. He responded "yes, but I'll double check". GUESS WHAT? The LINE WAS CLOSED! Once opened, the pilot was lit, and the furnace continues to function.
My Grandfather worked for Merrill Gas in Brattleboro, Vt many years ago. Sometimes I would accompany him on emergent service calls on the weekends. Sadly, those days of top notch, respectful, customer service by competent individuals are long gone. Not so sure my employer discount is worth the hassel. read more