FAQs

GENERAL QUESTIONS

Do you service my area?
You can find out which areas by entering your zipcode in the Customer Service Center Locater on our homepage or you can contact us and our customer service representatives will be happy to help you.

Can I schedule an appointment online?
Yes, you can sign up for My Account here where you can schedule a time and date for a service call.

Do you offer free estimates and quotes?
Yes. You can schedule online or contact us for more information.

How can I sign-up for and set up a payment or pricing plan?
Simply contact one of our customer service representatives to set up your Budget Plan, which is our monthly payment plan, and they will quickly and easily be able to help you do it. The Budget Plan is the best way to help divide your annual energy costs into easy monthly payments, for no more large, unexpected payments in the winter months. We also offer a range of flexible pricing plans. You can find out more about pricing plans here or by contacting us to sign-up today.

How do I schedule a delivery?
We provide automatic delivery service, so you don’t have to call to schedule a delivery. Our system uses the latest computer model, that predicts when you need oil and will send someone out automatically whenever our records indicate that you may require a delivery and deliver it, right on time! If you have any problems or questions about your delivery, you can always contact us.

Is there anything I need to do to make sure that automatic delivery remains on schedule?
All you need to do is ensure that we have access to your delivery area. During the fall/winter months, we ask that you clear your delivery area (fill-pipe) of any leaves or snow, so that we can maintain your delivery schedule without interruption when you’re not at home.

I’ve got a leak! What do I do?
Call us immediately to schedule a service call. One of our licensed technicians will come to your home to help you take care of any problems with leakage issues.

How can you schedule an annual maintenance call?
Please contact us online or give us a call to schedule any equipment maintenance or tune-up.

Do you offer other services apart from oil?
Yes! We’re much more than a heating oil company. We can take care of all of your other fuel needs, too, including kerosene, gasoline, Ultra-Low Sulfur Diesel (ULSD) and fleet fueling for business customers. We also can take care of system tune-ups, have service plan options, the latest equipment, and installation by professional technicians, and 24/7 service and support. You can count on us for all of your oil tank removal or installation needs. As a local home services provider, we also offer air conditioning and generator equipment, repairs and services! And, through our partnership with Starion Energy, we can also help you save up to 10% on your electricity delivery charge. Contact us for more information about all of our services. *Some services may not be available in all areas. Contact us for details.

How can I put more money in my pocket?
The quickest and smartest way to do it is by installing a new energy-efficient home heating system. It really does pay off! You could potentially recover the cost of your equipment investment over the next few years to enjoy long-term savings. And don’t forget about our WarmWelcome customer referral program! You can earn a $100 reward for every friend or family member you refer to us who signs up for automatic delivery service.* *Terms and conditions may apply. Contact us for details.

BILLING

Who can I contact about billing questions?
Our customer service representatives are all local, so they understand your particular home heating oil and billing needs. They are available 24/7, all year, to answer all of your billing questions. Contact us anytime to speak to a customer service representative.

How can I pay my invoices automatically?
Please give Customer Service a call and request an authorization form to be sent to you. You can either supply your credit card or checking account information, sign the form, and return it in the envelope provided. Automatic payments should begin 2-4 weeks after receipt of the signed authorization form. There is no charge for this service.

Is it safe to use my credit card?
Yes, we use a third party credit card billing vendor that has a state-of-the-art, encrypted website and is PCI compliant. So, you don’t need to worry about supplying your credit card information and any personal data.

What is my balance and budget for the month?
To get this information you need to be a My Account customer. You can sign up for My Account here. To become a Budget Plan monthly payment plan customer which helps you manage your annual energy costs, please contact us.

Can I adjust my payment plan payments?
To do this, please contact us and speak to a customer service representative.

How do I pay my bill online?
To do this, you need to be a My Account customer. You can quickly and easily sign-up for My Account here.

CUSTOMER SERVICE & SUPPORT TEAMS

What is the average experience level of your technicians?
Our professional, licensed and fully bonded technicians average between 20 and 25 years of service. Many of them with our company for that duration.

Are your techs licensed?
Yes, all of our professional technicians are fully licensed, bonded and certified to handle all of your home heating and cooling service needs.

EQUIPMENT

What equipment financing plans are available?
We have attractive financing options for the latest, energy-efficient home heating and air conditioning systems – including $0 down for qualified customers.* Contact us anytime and a customer service representative will be able to explain the best plan and qualifications required to best suit your needs.*
*Subject to credit approval.

What are the terms of your equipment warranties?
We offer a 1-year warranty on parts and labor, after which time you revert to the manufacturer’s warranty. Manufacturer’s warranties vary, some can be as long as a lifetime warranty but it is best to always check with the equipment manufacturer.

What should I look for in a home comfort system?
It varies depending on furnace, boiler or air conditioning system and the size and layout of your home. Of course, it should always keep your house and humidity level at a comfortable temperature, winter or summer. It is also smart to make sure that your system has the highest energy efficiency level to help you save on energy costs and help the environment. Boiler efficiency and comfort mirrors furnace description, minus humidity level. You can find out more about energy-efficient equipment and learn about systems that may be best for your home here .

What brands of equipment do you sell?
Our industry partner, Burnham is one of the leading boiler and heating system manufacturers. But, we also offer systems from other leading manufacturers, including Weil-McLain, Burderus, Super Store, Everhot, Bock, Hallmark, ThermoPride and Armstrong. Bryant is our leading partner for air conditioning equipment. However, we also offer equipment from other major brands, including Trane, Carrier, American Standard, Armstrong and Frigidaire. You can trust us for the heating and cooling systems you need to fit your home and your budget. Contact us for more information.

What is an HVAC system?
HVAC is popular and common acronym for Heating Ventilation and Air Conditioning. Some technicians, others familiar with the home comfort services industry and written communication about it may use this when referencing heating or air conditioning equipment.

Will HVAC system cleaning reduce my home energy bills?
Yes. Preventive maintenance is one of the smartest ways to ensure that your heating or cooling system runs at peak efficiency. Even if you don’t have the latest or new equipment, making sure that any system is clean, tuned-up and running more efficiently will reduce your energy costs. It’s best to have coils cleaned for proper air flow for heating and cooling on a regular basis.

How often should an HVAC system be cleaned?
Annually. To avoid any problems during the hottest or coldest times of year, it’s always best to schedule your air conditioning system tune-up in the spring, before you’re using your system on a daily basis. Similarly, it’s best to schedule your heating system tune-up or cleaning in the fall, before winter sets and you need to use your heating system daily.

Do you service all equipment you install?
Yes. We have a range of service plans for home heating oil and air conditioning systems.* You can find out more about them here or by contacting us today.

Find out how we can help you with your comfort services by calling 860.289.5431 today!