Frequently Asked Questions
Q - What is your minimum delivery?
A - Our minimum order quantity for heating oil and kerosene is 50 gallons; However to receive the best price per gallon, we recommend ordering at least 150 gallons. Our minimum order for gasoline and diesel products is 150 gallons.
Q – Do you offer automatic delivery?
A – Yes. We offer automatic delivery of all of our fuel products. The delivery schedule is calculated based on your past usage and current temperature and weather patterns.
Q – Do you offer budget payment plans?
A – Yes. Our smart pay plan allows you to make one standard monthly payment to cover your entire year of fuel usage. You must have at least half a tank of oil to begin the budget plan and provide us with a credit card that can be charged automatically each month.
Q - How can I pay for my order?
A - For your convenience, we accept Cash (at our office), Money Orders, as well as Visa, MasterCard, Discover and American Express credit/debit cards. Credit approved accounts may also choose to mail payment via check.
Q - When will I receive my delivery?
A - Our fuel deliveries are guaranteed to be made within 1 week after you place your order, under normal weather and operational conditions.
Q- How can I find the current price of fuel?
A – You may request a quote by contacting our office at 717-626-7169, or by emailing firstname.lastname@example.org.
Q – When will I be charged for my delivery?
A – If you use a credit or debit card, the card is charged when you place your order. If you order a "fill," your card will be authorized for your total tank capacity which places a hold on those funds. After your delivery has been completed, we will charge your card for the exact amount of fuel you received.
Q – Are there other Fees?
A - Our pricing schedule contains volume discounts, so larger deliveries receive lower prices. If your tank takes a smaller quantity than you ordered, your price per gallon may be higher. Applicable taxes will be charged, as appropriate.
Q – If the price goes up before I receive my delivery, do I pay the higher price?
A – Once you place your order you are guaranteed the price you are quoted.
Q - Can I get an emergency delivery?
A - Yes. If you are out of oil or almost out of oil you can request an "emergency delivery" when placing your order. An additional charge applies for this service.
Q - I am out of oil and have no heat. What can I do?
A - Please read this section carefully to keep your family safe and secure:
- Make sure that all doors, windows and other openings are securely closed to retain as much heat as possible until your heating oil delivery is made.
- If you have a supplemental source of heat (wood stove, fireplace, space heater, etc.) you can use that to maintain the heat in your home. Be sure to operate these appliances safely and in accordance with the manufacturer's instructions.
- Make sure you are actually out of oil as your no-heat situation could be due to another problem. For example, it is possible that there is a blockage somewhere in your fuel line between your tank and your oil burner. In systems that are not regularly maintained, it is common for a blockage to occur in the filter, the strainer or the nozzle. Other problems can also occur that will cause your oil burner to operate improperly. If you have oil, but are not getting heat, you will want to request a service call instead of an oil delivery.
- Place an order for delivery ASAP and request emergency delivery service.
- If you are out of oil, you can add kerosene or diesel fuel to your heating oil tank until your heating oil delivery arrives. Either kerosene or diesel fuel can be purchased at many local gas stations. While these fuels are more expensive than heating oil, both will burn safely in your heating oil burner. Usually 5 or 10 gallons will last for a day or two, depending upon the temperature and the size of your home.
Q: How many times can I push the reset button on my oil burner?
A: Only once. If the unit does not start on the first try, pushing the reset multiple times will only add more fuel to the combustion chamber, which can damage your heating equipment.
Q - What is a "Prime & Start"?
A - If you have run out of oil, you likely need a Prime & Start to get the air out of your fuel line so that your burner can re-light. Our delivery drivers are able to perform a "Prime & Start" at the time of your delivery for an additional fee of $25.00. The driver will need access to your oil tank and heating system.
Q - Do I need to be home when my delivery is made?
A - Not usually, as long as the driver has ready access to the fill of your fuel tank. Prior to the first delivery only, it is necessary for us to inspect the condition of your heating oil tank. If you have a basement or other inside tank we will make this arrangement when you setup your account. There is no cost for this one-time inspection.
Q - What if my tank will not take all the gallons I ordered?
A - No problem. Your credit or debit card will automatically be credited for any gallons you do not receive. You only pay for the number of gallons you actually receive.
Q - Why did I not receive all the gallons I ordered?
A - Normally this is because your tank could not hold all the gallons you ordered. All heating oil tanks have a "usable capacity" which is less than the actual capacity. For example a 275 gallon tank has a usable capacity of about 256 gallons. The remaining space is required during the filling process to avoid accidental spills as well as allowing for expansion of the fuel as it warms. During the filling process, the driver listens to your "fill alarm" which tells the driver when your tank is filled to its usable capacity. For safety and to avoid environmental contamination, your driver must stop pumping oil when the vent alarm indicates your tank to be full.
Q - How do I know my credit card data and my personal data are secure?
A - We maintain PCI compliance, which is the credit card industries ongoing evaluation and acceptance of our credit card processing standards. Our data entry process is done using secure servers and all data is stored encrypted for your security. No credit card data is stored on our computers or in our database. All credit card information is passed to the credit card processors, via our credit card gateway, which is the standard for credit card security.
Q - What does "normal weather and operational conditions" mean?
A - It is unusual for us to experience abnormal weather and operational conditions and when they occur we will alert you on the site prior to placing your order, as soon as we become aware of such conditions.
Normal weather refers to typical weather conditions expected for that time of the year. Unusual weather conditions that could cause delivery delays can include:
- Inability for trucks to enter driveways or parking lots, typically due to snow and ice.
- Poor road conditions caused by rain, snow, wind, ice, sleet, etc.
- Weather conditions that slow deliveries such as snow, ice, wind, and temperatures.
- Below average winter temperatures over several days which may occasionally cause an unusual increase in demand in a short period of time.
Normal operational conditions refer to the typical availability of supplies and equipment required to respond to a normal number of deliveries. Unusual operations conditions that could cause a delivery delays can include:
- Limited availability of fuel, or other supplies, that could be caused by circumstances such as terminal closures or restricted access, unavailability of fuel at terminals, other situations that cause delays in securing fuel or other supplies.
- Mechanical breakdowns or malfunctions that limit the ability for a company to perform their normal functions.
- Labor actions, such as work stoppages, work slowdowns or strikes, that negatively impact the ability for a company to conduct their normal business activity.
Q: Is Annual Maintenance Necessary?
A: Yes! Heating and Air Conditioning Systems are tough pieces of equipment, designed to endure all sorts of abuse and keep on running. However, without regular maintenance you'll lose efficiency and money. Like a car, your heating and cooling systems need regular tune-ups to run properly. Additionally, it gives our technicians a chance to catch small repairs before they turn into big problems!
Q: What is done to my Air Conditioning System During Annual Maintenance
A: Most importantly, we check for adequate refrigerant charge – a system just 10% low on refrigerant is 20% less efficient. We also inspect all electrical components, check condensate drain line for blockage, lubricate moving components, clean or replace your air filter, wash the indoor and outdoor coils, check for loose ductwork, and check your thermostat.
Q: What is done to my Heating System During Annual Maintenance
A: We clean the entire burner, including electrodes, nozzle assembly, and fuel pump. The oil filter, air filter, and burner nozzle will be replaced. We vacuum out the whole unit, as well as your chimney base and smoke pipe. All safety and operating controls are checked, and tests for smoke and carbon dioxide are taken and recorded. We use the latest technology to insure your system is running at maximum efficiency.
Q: How often should I change/wash my air filter?
A: Generally you should check it about once a month. Each home is different, however, homes with pets should be extra vigilant about checking and changing air filters. If air flow to the unit is restricted, the system will function much less efficiently.