CUSTOMERS

 

POLICIES & PROCEDURES



DISCOUNTS

Refer a Friend

Our Refer a Friend Program is better than ever! Tell a friend, neighbor, family member, or co-worker about Palmer Gas & Oil and once they sign up to become a customer and receive their first delivery, you will receive a credit on your account up to $150!! You can refer as many friends as you want for as many credits as you want. We also offer neighborhood and employee discounts, call today to learn more!

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.

Easy Pay Plan

We can set up a payment plan, just call!

Price Protection Plans

Our Price Protection Plans begin in the Spring.

Ongoing Promotions

Ongoing special offers, great contests, and helpful information is 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@palmergasco.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 check prior to arranging delivery of fuel. An equipment safety inspection is performed by one of our qualified and licensed service technicians to be sure your equipment is safe, up to code and to prevent possible future safety issues, all at no cost to you. 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. Someone will need to be home when we make these inspections. Thank you.

Payment for installation, labor, parts, propane and permits must be received at the time of installation; otherwise work will not be performed.

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 check prior arranging delivery of fuel. An equipment safety inspection is performed by one of our qualified and licensed service technicians to be sure your equipment is safe, up to code and to prevent possible future safety issues, all at no cost to you. 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. We ask that you please be home for these inspections.


DELIVERY POLICIES

You will receive a delivery slip when our truck delivers propane or heating oil 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 of .05 cents off per gallon for propane, and .10 cents off per gallon for heating oil.

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 regularly scheduled deliveries based on the weather, your past usage and annual consumption. Your propane and heating oil tank is refueled on an automatically scheduled route. The special trip charge does not apply if you are an automatic delivery customer in good standing and run out of propane because of 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, at least one week notice is required for 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 receive one regulatory compliance fee annually.


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 and Propane are Available on our Website!


EQUIPMENT

Ownership of Gas Equipment

All equipment such as tanks, regulators, hoods, bases ect. are loaned to you, the customer. Palmer Gas Ermer Oil retains the title to this equipment. Under no circumstances is this equipment to be sold, transferred, removed, painted, tampered with in any manner, or filled by anyone other than Palmer Gas Ermer 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 Ermer 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 less than one delivery in the course of a year are 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 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.


PAYMENT/CREDIT POLICIES

Upon becoming a new customer, and when proper credit channels have been checked, you will be asked to sign and return the new account application. 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. If your credit is approved you will be placed on automatic deliveries. Customers not approved for credit will require a security deposit to activate the account. COD accounts are not accepted.

*Accounts 30 days overdue, will be automatically placed on delivery hold.

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 wanted 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.  Metered accounts will receive one regulatory compliance fee annually.  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
  • D.O.T. Truck Testing and Compliance
  • Remote Control Shutdown Systems on Delivery Vehicles
  • National Fire Protection Agency (NFPA) Code Compliance
  • F.B.I. Fingerprinting and Background Checks on employees
  • N.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
  • O.S.H.A. 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.

Finance Charge Procedure

If a payment is not received within 30 days of delivery or service, a finance charge will apply. Customer’s accounts can be viewed on-line via registration at palmergasco.com. This service is available to all customers. If your account is overdue, you will also receive a statement in the mail and your account will be placed on a delivery hold status. Finance charge is 2% monthly. The annual percentage rate most closely approximating this finance charge is 24%.

Insufficient Funds

When 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 payment options will be reviewed.

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 Plans

Easy Pay typically applies to heating accounts. To qualify for an Easy Pay Plan you must have a zero balance. Easy Pay allows 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 at the end of the budget period. 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 Plan may be cancelled.

Rental Accounts

A security deposit is required if you are a rental account. This allows rental customers to be on automatically scheduled delivery. When you move out, your security deposit is refunded, along with any accrued interest and applied to your account. If there is a balance on the account, the security deposit will be applied as payment toward the balance and any remaining credit will be refunded. If you move out in less than a year, the interest will be prorated.


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) $40.00
Gas Leak Test by Technician for gas run-out (for Will Call and Delivery Hold Status) $70.00
Special Trip Delivery Truck (day rate for Will Call and Delivery Hold Status) $130.00
Special Trip Delivery Truck (After Hours, Weekends, Holidays rate for Will Call and Delivery Hold Status) $180.00
Delivery Rates – Heating Oil
Priming Burner for oil run-out at time of delivery (for Will Call and Delivery Hold Status) $40.00
Special Trip Delivery Truck (day rate for Will Call and Delivery Hold Status) $130.00
Special Trip Delivery Truck (After Hours, Weekends, Holidays rate for Will Call and Delivery Hold Status) $180.00
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) $70.00
Service Work (day rate) Quoted Rate
Diagnostic Fee (after-hours, weekends and holidays) $120.00
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.

Click here to download a copy.


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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