CUSTOMERS

 

POLICIES & PROCEDURES



DISCOUNTS

Refer a Friend

We have the best Refer a Friend program around! Whenever one of our amazing customers sends one of their friends or family members our way, it makes us feel really special. So we want to return that favor by giving you BOTH a credit on your account up to $150!!! Remember…you can refer as many friends as you want, for as many credits as you want!  Click here for details!

We Support Our Troops

If you or a household family member is currently serving in the military or is a veteran, please note that we do offer military discounts for those who qualify.

Senior Discounts

If you or a household family member is over 60, you are eligible for our senior discount.

Dual Fuel Discounts

We offer a dual fuel discount to our customers that receive both propane and heating oil from us.  You will receive a .20 cent per gallon discount on your propane bill for the first year of your fuel purchases, if paid within 10 days of your delivery, and .10 cents off per gallon after one-year.

Prompt Pay Discount

Customers that pay their fuel bill within 10 days of delivery, will receive .10 cents off per gallon for heating oil and .05 cents off per gallon for propane.

Discount Details

Discounts may not be combined with special pricing offers, and in some cases, may not be combined with other fuel discounts.

Easy Pay Budget Plan

Spread your heating bills out up to 11 months, based on when you enroll.  Click here for details, or call to get started!

Price Protection Plans

Please click here to take an in-depth look at our Price Protection Plans, and to see what plan would be best for you.  They are subject to availability during open enrollment.

Ongoing Promotions

Ongoing special offers, great contests, and helpful information are available on our Facebook page, which you can ‘like’ by clicking here – or sign up for our email blasts by calling our office or clicking here and having your email added to your account. We will not send more than two emails every six to eight weeks. Be sure to add info@palmergas.com to your email address list!


NEW ACCOUNT POLICY AND SAFETY INFORMATION

New Propane Accounts:

For your safety, all propane equipment requires a FREE equipment safety inspection prior to arranging delivery of fuel. An equipment safety inspection is performed by one of our qualified and licensed service technicians to ensure your equipment is safe, up to code, and to prevent possible future safety issues. In time sensitive cases, a gas leak test and visual inspection of your equipment will be done by the driver at the time of your first delivery. Then a service technician will complete the inspection before your next delivery. The account holder will need to be home during this inspection.

Please note if your system doesn’t pass inspection, any service work needed will be billed at prevailing rates.

 

Gas Leak Check

A gas leak check is a safety procedure that must be performed each time there is an interruption of gas flow. It is required by the National Fire Protection Association Code 54. If a leak is found the gas service cannot be turned on until the leak(s) are repaired. Gas leaks found on piping and fittings are the responsibility of the customer. Leaks found on our company equipment such as tanks, regulators and related appurtenances will be repaired at no charge. If there is an interruption of gas flow and you are not home, you will find a leak check tag at your door and propane tank with our contact information. For your safety, do not try to restore gas flow, call our office to have a leak check performed to code by our qualified technicians.

A gas leak test inspects your entire system from the tank to each appliance. We also recommend a gas leak test if you have remodeled your home to add or remove gas appliances.

 

New Oil Accounts:

For your safety, all oil equipment requires a FREE equipment safety inspection prior arranging delivery of fuel. An equipment safety inspection is performed by one of our qualified and licensed service technicians to ensure your equipment is safe, up to code, and to prevent possible future safety issues.  In time sensitive cases, a visual inspection of your oil barrel, oil line and whistle will be done by the driver at the time of your first delivery. Then a service technician will complete the inspection before your next delivery. The account holder will need to be home during this inspection.

Please note if your system doesn’t pass inspection, any service work needed will be billed at prevailing rates.


DELIVERY POLICIES

You will receive a delivery slip when our truck delivers fuel to you. This slip records the number of gallons put into your tank at the time of delivery. Please note: the delivery slip is your invoice. In addition, if you have an email address associated with your account, you will also automatically receive an invoice via email. If you pay within 10 days from your delivery, you are eligible for our prompt pay discount.

If your account balance becomes past due (net 30 day terms, for credit approved accounts) then it will be placed on a delivery hold status. If your account is on a delivery hold status or is on a will-call status, there will be a special trip charge when a delivery needs to be made off route. If you run out of propane and a gas leak check is needed there will be an additional fee.

Automatic Delivery Customers

Automatic delivery customers will receive regular deliveries based on the weather, your past usage, and annual consumption. Special trip charges do not apply if you are an automatic delivery customer in good standing and run out of fuel due to our error.

Will-Call Customers

We encourage you to be an automatic delivery customer, but if you prefer to be on a will-call basis, you will need to watch your gauge carefully, and provide at least one week notice when ordering a delivery.  Please call us when your propane tank is at no less than 25% full and when your oil tank is at no less than a 1/4 full. If an emergency delivery is needed, a special trip charge will apply. Minimum delivery depends on tank size.

Metered Accounts

A meter reading is typically performed every month and a bill is sent to you for the amount of gallons used. A discount is allowed if the full balance is paid within 10 days of your meter reading.  Please note, metered accounts will be billed annually for regulatory compliance fees.


SERVICE POLICIES

To give you qualified and expedient service, our licensed service technicians are continuously trained and have years of experience. There are technicians on-call 24/7 in-case you need emergency service.

Details of Service Plans for Heating Oil, Propane, and Generators are Available on our Website!


EQUIPMENT

Ownership of Gas Equipment

All equipment such as tanks, regulators, hoods, bases etc. are loaned to you, the customer. Palmer Gas & Oil retains the title to this equipment and under no circumstances is the customer allowed to sell, transfer, remove, paint, tamper with in any manner, or have filled by anyone other than Palmer Gas & Oil. We ensure our equipment is inspected and tested to all code requirements at no charge to you.

Non-usage of Gas Equipment

Palmer Gas & Oil reserves the right to remove or disconnect service for non-usage of equipment. We also have the option to decrease or increase the storage tank(s) to meet your gas usage needs. Additionally, all propane tanks that use one full tank or less in the course of a year is subject to tank rental fees.

Underground Propane Tanks

Click here to learn the ins and outs of owning your underground propane tank. It’s important to know the responsibilities that you have as the home owner and how to protect your propane container.


SAFETY

We strongly recommend carbon monoxide detectors / combustible gas detectors to all of our customers. Caution: Please check your exhaust vents to ensure they are not blocked during high winds and snow storms as restricted ventilation could cause a potential no heat call and/or impose a serious safety hazard. Please click here to review more safety information on our website as it pertains to your fuel type.


PAYMENT/CREDIT POLICIES

Upon becoming a new customer, and when proper credit channels have been checked, you will be asked to sign and return our customer agreement. This formality grants us permission to enter your property for the purpose of delivering fuel and performing service work. We will never share personal information with anyone. Information you submit to us is only available to our employees who manage your account. Customers not approved for credit will require a security deposit to activate the account.

Regulatory Compliance Fee

Part of our responsibility as your energy provider is to ensure your safety, the safety of our employees, and the safety of the community in which we serve. Over the years many regulations have been put in-place at the Federal, State, and Local levels to keep us compliant with these safety measures.

Because we want to be as transparent with our customers as possible, we want to let you know that we will be assessing a Regulatory Compliance Fee at each fuel delivery or meter reading and it will appear as a separate line item on your invoice.  This fee represents only a portion of the cost to cover Regulatory Compliance Fees, we absorb the rest. For additional questions or information, please do not hesitate to call us.

AGENCIES/PROGRAMS REQUIRING COMPLIANCE EXPENSE

  • Certified Employee Training Program (CETP)
  • Safety Training
  • O.T. Truck Testing and Compliance
  • Remote Control Shutdown Systems on Delivery Vehicles
  • National Fire Protection Agency (NFPA) Code Compliance
  • B.I. Fingerprinting and Background Checks on employees
  • H. Department of Weights & Measures
  • Licensing
  • International Fuel Tax Association (IFTA)
  • Homeland Security Emergency Planning
  • Federal Motor Carrier Safety Compliance
  • Driver Hazmat Training and Recordkeeping
  • Office of Pipeline Safety (OPS) Compliance
  • OSHA Hazardous Communication Training Compliance
  • Environmental Protection Agency (EPA)
  • Tier 1 & 2 Reporting
  • Passive Shutdown Systems

*This list is a partial, representative sample of industry regulations.

Insufficient Funds

If a check is returned to us for insufficient funds, your balance plus the insufficient fund charge must be paid in full before a delivery is made. If two checks are returned your credit terms will be subject to review.

Overdue Accounts

All payments are due within 30 days. If payment is not received in 30 days your account is put on delivery hold, which means you will not receive a delivery until the balance is paid in full. If you are having difficulties meeting the 30-day obligation please call our credit department to make arrangements for payment.

Easy Pay Budget Plans

Easy Pay Budget Plans typically apply to heating accounts. To qualify for an Easy Pay Budget Plan you must have a zero balance. Easy Pay Budget Plans allow customers to budget their usage with up to 11 equal monthly payments. All payments are due by the beginning of the following month and your account will be credited with the appropriate discount after each delivery if the budget is current.  All balances must be paid before the new season starts. Budgets are reviewed mid-heating season and your payment may be increased or decreased due to weather conditions and usage. If more than one payment is missed, your Easy Pay Budget Plan may be cancelled.

Credit Details

Customer agrees to pay the full amount shown on each invoice in full. All balances are due within 30 days from the date of the invoice for any deliveries or services performed. Payment not received within 30 days of the invoice date will be subject to a late fee of 2% per month on the overdue balance not to exceed 24% per annum finance charges or the maximum allowed by law.

PGO will notify Customer of any delinquency and will be subject to PGO’s collection process.

If no payment or payment arrangements are made, PGO may refuse, interrupt or disconnect service provided as applicable. There will be an additional fee applied to the Customer’s account upon reestablishment of service.

Landlord/Tenant Relationships – If no payment or payment arrangements are made, PGO will send a notice of disconnection to the Customer and landlord. PGO may refuse, interrupt or disconnect service provided as applicable. There will be an additional fee applied to the Customer’s account upon reestablishment of service.


SERVICE AND LABOR FEES


Credit Rates
Insufficient Fund Charge $25.00
Delivery Rates – Propane
Gas Leak Test required for gas run-out (for Will Call and Delivery Hold Status) Call for details!
Gas Leak Test by Technician for gas run-out (for Will Call and Delivery Hold Status) Call for details!
Special Trip Delivery Truck (day rate for Will Call and Delivery Hold Status) Call for details!
Special Trip Delivery Truck (After Hours, Weekends, Holidays rate for Will Call and Delivery Hold Status) Call for details!
Delivery Rates – Heating Oil
Priming Burner for oil run-out at time of delivery (for Will Call and Delivery Hold Status) Call for details!
Special Trip Delivery Truck (day rate for Will Call and Delivery Hold Status) Call for details!
Special Trip Delivery Truck (After Hours, Weekends, Holidays rate for Will Call and Delivery Hold Status) Call for details!
Service Rates
Comfort Plan – Propane Call for details!
FREE Repair Plan – Propane Call for details!
Residential Home Burner Tune-up (Jan. 1 – Sept. 30) Call for details!
Comfort Plan – Heating Oil Call for details!
Comfort Plan Plus – Heating Oil Call for details!
TankSure® – Oil Tank(s) Call for details!
Additional Heating System Call for details!
Oil Fired Water Heater Call for details!
Mobile Home Burner Tune-up Call for details!
Diagnostic Fee (day rate) $80.00
Service Work (day rate) Quoted Rate
Diagnostic Fee (after-hours, weekends and holidays) $135.00
Service Work (after-hours, weekends and holidays) Quoted Rate
Installation and/or Repair Price Upon Request
Commercial Accounts: Billed at time and material or predetermined contract

Prices and discounts are subject to change without notice.

You can always call our office to receive more information 603.898.7986.


Safety Tip Spotlight:



Don’t Let Freeze-Ups
Put You in a Jam!


If you leave your heating system operational while your home is unoccupied for an extended period of time, your home could be at risk.


Learn More

GO PAPERLESS!



Save a Stamp, Money
and More


Send an email to info@palmergas.com, along with your account number, and tell us you would like to go paperless and earn 250 Palmer Points! We will do the rest.


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Tech Tip of the Month:



Know the law before
you start digging!


Did you know it is the law to call Dig Safe® before digging on your property? Whether you are a do-it-yourselfer or hire a professional... learn what to do before you start digging.


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