Frequently Asked Questions

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Account Information

Am I required to establish an account?

Yes, an account needs to be established. Credit information and approval is required.

How do I establish an account?

Simply contact your local EnergyUSA Propane division office and one of our office staff will be happy to walk you through the process.

What questions will I be asked when I call to open an account?

Name
Mailing and delivery address
Telephone number
Social Security number
Employment information
Banking information
Tank information: size / fill location / quantity currently in tank

Billing Information

How am I billed for my fuel?

A delivery receipt will be left at the location at the time of delivery. An invoice/statement will be mailed to you along with a return envelope for your payment to be mailed. You can also make a payment online or by phone.

How often will you bill me?

Unless you are on a budget plan, you will receive an invoice after every delivery.

When is my bill due?

Terms for payment are determined by your local EnergyUSA Propane division at the time your account is set up.

Is there any type of discount if I pay early?

Discounts can vary depending on location. Please contact your local EnergyUSA Propane division for discount information in your area.

What types of payments are accepted?

We accept cash, checks, money orders, Visa, MasterCard and online payments.

Can I arrange to have my bill automatically charged to my credit card?

Yes. Please call your local EnergyUSA Propane divsion office for details.

Will I receive a statement on my account?

If the product requires a statement for billing one will be sent to you. In addition, if your account becomes past due a statment will also be generated.

Do you offer budget payments?

Budget payments are offered for all heating fuel customers. Please contact your local EnergyUSA Propane division for details.

How does the Budget Plan work?

If you qualify for the budget plan, we determine your budget based on your annual consumption. Please contact your local EnergyUSA Propane division to see if you qualify.

Do you offer a pre-pay or lock-in pricing program?

Yes, annually. Please contact your local EnergyUSA Propane division account representative for details.

Delivery Information

What fuels do you deliver?

We delivery Heating Oil, Kerosene, Propane Gas, Low-Sulfur Diesel Fuel, High-Sulfur Diesel Fuels, and 87, 89 and 93 Octane Gasolines. Please note: not all fuels are available at each EnergyUSA Propane division location.

What are your prices?

Please contact your local EnergyUSA Propane account representative for a quote on the specific products and services you are interested in.

What type of delivery options do you offer?

We offer Automatic and Will-Call Deliveries.

What is Automatic Delivery?

Automatic delivery means that you can put your mind at ease and be assured we will deliver to you automatically according to heating degree days. This is the easiest way to assure that you do not run out of fuel. You do not need to monitor your own tank or call us for delivery.

How often is Automatic Delivery?

There are various factors in determining an automatic delivery schedule, however, heating degree days is a key to scheduling. In other words, the colder it is the more frequent deliveries may be.

What are Degree Days?

Degree days are indications of how cold it is on any given day and how much fuel you will require. The National Weather Service provides us with this information daily. After we fill your tank, we keep track of the Degree Days to ensure we deliver oil when you need it.

What is Will-Call Delivery?

Will-call delivery means that you will continue to monitor your own tank and call us when your tank reaches the ¼ mark. With will-call, you accept responsibility for monitoring your own tank and calling to schedule a delivery. Please note that, it may take several business days for delivery, depending, on truck routing, and time of year. If you run out of fuel and a special delivery needs to be made, you will incur an additional delivery fee.

How will I know when I’ve had a delivery?

We will leave a delivery receipt on your door.

How do you calculate how much fuel I will use?

Your local EnergyUSA Propane account representative will review your current needs as well as evaluate other factors in order to provide you with an estimate of your fuel consumption.

Heating Oil Information

Is oil heat economical?

Yes, today’s furnaces are more efficient than ever before.

Is oil heat safe?

Unlike gaseous fuels, heating oil will not support combustion (flame) unless the temperature is about 140 degrees Fahrenheit. There is not enough fuel vapor to cause an explosion or fire.

Why should I heat my house with Heating Oil?

Home heating oil is clean burning. Modern oil burners produce negligible amounts of smoke and soot, and exceed a 90% efficiency rating. Oil heating equipment innovations have been revolutionizing oil heat technology.

Learn why oil heat is better by visiting www.oilheat.com.

Propane Gas Information

Is propane gas clean and efficient?

Yes, Propane is both clean and efficient. Propane has long been recognized as the “green” energy. By using this energy, homeowners can help cut emissions and protect the environment. Propane, on average, costs about half as much per BTU as electricity. It burns hotter and more evenly than many other fuels. Also, Propane appliances have a shorter energy savings payback period than other types of appliances.

Is Propane safe?

Propane has a remarkable safety record, due in large part to the stringent codes and regulations developed by the propane industry and the National Fire Protection Association (NFPA).

What has the Industry done to safeguard Propane use?

GAS Check® (Gas Appliance System Check) is an award-winning preventive maintenance program developed by the National Propane Gas Association (NPGA) and funded by the Propane Education & Research Council (PERC) that trains technicians and educates homeowners on the safe handling of propane and the maintenance of propane appliances.

The Certified Employee Training Program (CETP) developed by NPGA and funded by PERC is a training program used extensively throughout the country by people involved in the handling of propane, equipment and appliances.

May propane tanks be buried?

Since propane is environmentally friendly, most towns and municipalities allow underground tanks. Your local EnergyUSA Propane account representative can coordinate this with local fire officials.

What size tank do I need?

The size tank that you need depends on your total BTU load. For example, a gas range could use just a 50-gallon tank, while a home with central heating, hot water heater, gas range, and gas dryer could use up to a 1,000-gallon tank.

How much does it cost to have propane gas installed at my home?

Propane gas installation prices vary depending on what needs to be completed at the home as well as what size tank will be needed. Please call our office for information on all propane pricing.

How soon can I get a tank installed?

Tank installs vary by time of year, tank size, and permit regulations.

How close can a propane tank be placed to my home?

There are numerous regulations on tank placement. Please call your local EnergyUSA Propane office for details.

How do I read the gauge on my propane tank?

Most tanks of 47 gallon capacity or higher have a gauge. If your tank does have a gauge it will be located on the top of the tank, under the liftable hood. The tank gauge reads in percentages from 0% to 100% with 85% being full to allow for gas expansion.

How long will a propane tank last for my fireplace?

The size of the fireplace and the number of hours you use it every day will dictate the overall life of the tank. On average, you should get 300 to 400 hours of operational time from a 100-gallon tank.

Will my propane-consuming appliances require routine service?

Manufacturers recommend that gas-burning heaters, furnaces, and boilers have an annual maintenance and safety check. We recommend that you schedule service during the summer, when demand on your system is likely to be minimal.

What happens if I smell gas?

Extinguish all Flames or Sparks: Immediately put out all smoking materials and other open flames. Do not operate lights, appliances, telephones or cell phones. Flames or sparks from these sources can trigger an explosion or fire.

Leave Area Immediately: Get everyone out of the building or area where you suspect there is a gas leak.

Turn Off the Gas: Turn off the main gas supply valve on your propane tank if it is safe to do so. To close the valve, turn the knob to the right (in a clockwise direction).

Report the Leak: From a neighbor’s home or other nearby building away from the gas leak, call your propane retailer right away. If you can’t reach your propane retailer, call 911 or your local fire department.

Stay Away: Do not return to the building or area until your propane retailer, emergency responder or qualified service technician determines that it is safe to do so.

Get your System Checked: Before you attempt to use any of your propane appliances, your propane retailer or a qualified service technician must check your entire system to ensure that it is leak-free.

Service Information

Do you have a service department?

Yes, we have many strategically located, seasoned service professionals who are licensed and ready to help when you need them.

Do you offer service contracts?

Please check with your local EnergyUSA Propane account representative for availability and options.

How often should my heating system be cleaned?

It is highly recommended that your heating system be cleaned and serviced annually.

Is there anything I can do to troubleshoot my furnace before calling for a technician?

Yes, if your burner does not run follow the suggestions below.

Check the thermostat. The temperature might be set too low. Turn the thermostat five degrees higher than usual
Check the main switch and make sure it is not turned off
Check to see if the circuit breaker or fuse is blown
Unit might be off on safety. Press the reset button ONE time.
Unit seems to run too often:
Check the filter and replace if clogged

What should be done if my chimney smokes?

A cold chimney flue can cause this when the unit first fires; however, if it persists this can indicate incomplete combustion or another problem. Do not attempt to troubleshoot or fix on your own. Call your local EnergyUSA Propane division for service.

Carbon Monoxide Information

Can my heating system produce carbon monoxide?

Yes. Carbon Monoxide is a natural byproduct of combustion. During normal combustion, each atom of carbon in the burning fuel joins with two atoms of oxygen, forming a harmless gas called carbon dioxide (CO2). When there is a lack of oxygen to ensure complete combustion of the fuel, each atom of carbon links up with only one atom of oxygen, forming carbon monoxide (CO) gas, a colorless, odorless and toxic gas. Any fuel-burning appliance that is not adequately vented and maintained can be a potential source of carbon monoxide (CO).

The most important safeguard against CO risks is a properly working carbon monoxide detector. Battery-operated carbon monoxide detectors are relatively inexpensive and easy to install. They may be purchased at almost any store that sells home supplies.

What do I do if my carbon monoxide alarm sounds?

Contact your local fire department and evacuate your home. Our service technicians are not trained to test the air quality in your home, nor do they have the proper equipment to do so.