Questions about our Service during this Frigid Weather Emergency

Q: Are you providing 24-hour emergency service?
A: Yes, all current customers in good standing can count on this. When you call for help, we will try to provide you with our best estimate as to when our technician can get to your home. Even if you’re not a current customer, we are able to respond to your problem once all of our current customers have been taken care of.

Q: What should I do if I lose my heat?
A: Before calling us, try these steps to see if you can get your unit started immediately:

• Make sure the power switch for the heating system is turned on
• Check for a blown fuse or a tripped circuit breaker
• Confirm that your thermostat is set above room temperature; check the batteries too
• Push the reset button on your burner—but not more than once
• Make sure you have fuel in your tank

Q: When should I order more fuel?
A: If you are not signed up for automatic deliveries, it’s best to call us when your fuel level reaches the one-quarter mark. This will give us enough time to schedule a delivery for you.

Q: How long will it take you to deliver my fuel after I place my order?
A: Under normal circumstances, we can deliver to you on the same day you call. Because of heavy demand right now, we estimate your delivery can be made within 1-2 days of your request.

Q: If I run out of oil, will you make an emergency delivery?
A: We can do this, but extra charges may apply, including the cost to restart your system.
We do not want any of this to happen! That’s why we ask you to keep tabs on your tank and call us for your fuel in a timely manner. Better yet, consider automatic delivery so we can monitor your fuel level for you.

Q: Will you deliver if it snows?
A: If conditions get bad, we sometimes pull our drivers off the road for their safety. But we are always up and running right after the storm passes. To prevent delays with deliveries, please make sure you have cleared a path to your fuel tank. Also, please remove snow and ice from your driveway and apply sand/salt.

Q: How can I prevent my water pipes from freezing?
A: Do not set your thermostat back if this is something you normally do. Your heating bill may get a little higher, but you’ll still spend less than you would to repair frozen pipes that burst. You can also set cold water faucets to run at just a trickle to keep water moving. Leave kitchen and bathroom cabinet doors open so warm air can circulate around water pipes.

Q: Is it safe to use portable heaters?
A: Please use these devices with extreme caution and always follow manufacturer guidelines to the letter. You should also make sure your smoke alarms and carbon monoxide detectors all operate properly. Read more home safety tips here.