Propane / Heating Oil / HVAC Services

Customer FAQs.

Our informative how-to guides and educational resources are designed to help our customers stay informed on all of our services.

Delivery

How does automatic delivery work?
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!

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 winter months, we ask that you clear your delivery area of any snow, so that we can maintain your delivery schedule without interruption when you're not at home.

I’m an automatic delivery customer. My fuel hasn’t been delivered yet and there’s no delivery date scheduled in My Account.
The automatic delivery date is an estimate. Rest assured that we know when you require a delivery.

Billing and payments

What’s the best way for me to pay my bills and get account information?
The fastest, quickest and easiest way for you to pay bills and manage everything about your account is by using My Account. If you have any problems or questions, you can always contact us.

What types of payment are accepted?
Checking and savings accounts can be used and are accepted for all online payments. Credit cards accepted include MasterCard, Visa, American Express and Discover. We also accept ACH and debit payments. We do not accept any gift cards, even if the gift card has one of our accepted credit card logos.

How do I make a payment?
Once enrolled for My Account, simply sign in and you will see a summary of your current account information. Choose “Payment Options”, select the option you want, AutoPay or One Time Payment. Input the amount you want to pay and the date you want to pay your bill, and you’re done!

Can I establish regularly scheduled payments?
Yes. Once enrolled in My Account, click on the “Payment Options” button on the top menu and then choose “Enroll in AutoPay”. If you would like to join our SmartPay budget program where you can spread out payments and pay the same amount each month, call Customer Service at 800.645.4328.

When will my payment be processed?
Payments made from bank accounts will be processed the same day if submitted by 4PM EST, except for Saturday, Sunday and Federal Holidays.*

To initiate the online payment process, once enrolled in My Account, in Payment Options select a payment date in the ‘Schedule Payment’ page. This is the date your payment process will begin.
For your convenience, My Account will alert you to the next available day you can make a payment. ‘Same Day’ payments can only be made before 4pm EST on business days. If you try to schedule a payment for ‘today’ but it is after 4pm EST or on a non-business day, My Account will alert you to schedule your payment for the next available business day.
My Account will routinely credit your account in 1-2 business days following the payment date.
Your payment may be withdrawn from your bank account on or after your payment date.
Payments scheduled for a holiday may be withdrawn from your bank account on the business day after the holiday.

For payments made from credit cards:

To initiate the online payment process using a credit card, once enrolled in My Account, in Payment Options, you must ‘Add Credit Card’ on the ‘View Payment Accounts’ page.
A credit card payment is a ‘real-time’ transaction, meaning that the payment process will begin immediately after you enter your card number and click ‘Submit’.
A credit card payment must be made on or before the due date shown on your bill and your ‘Schedule Payment’ page.
A credit card payment initiated before 4pm EST on a business day will be credited to your account 1-2 business days following the payment date.
A credit card payment made after 4pm EST or on a weekend or holiday will be credited to your account 2-3 business days following the payment date.

*Holidays (based on the Federal Reserve calendar.)

How do I know which payments I’ve scheduled or completed?
Once enrolled in My Account, in the Payment Options section you can find the payments that are scheduled and payment history. After paying a bill, you will receive confirmation that the payment has been scheduled or processed. My Account will display payment history up to 12 months.

Can I pay my balance in full or extend the payment due date?
You can pay your balance in full at any time from your checking or savings account, debit or credit cards, once enrolled in My Account, click on Payment Options on the menu bar. You can select AutoPay or One-Time Payment. Always schedule your payments to occur no later than your due date. If you pay your bill later than your due date, late fees may be applied to your account.

Can I cancel a scheduled payment?
You may cancel a payment if it is listed on the Payment Options area of My Account page as Scheduled and there is a Cancel Payment button available. Please remember that failure to pay your balance by your due date could result in late fees being applied to your account.

I’ve made a payment but my account still shows that I have a balance.
This normally means that the statement was sent out to you before you posted your payment.

I haven’t got the bill for my delivery yet but my fuel has already been delivered.
The bill for your fuel delivery is included in the delivery ticket holder that the driver left with you during the delivery.

Do you have paperless billing?
Yes. You can quickly and easily set your account up for paperless billing using My Account.

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.

How can I edit or view my account information?
Please contact us to make any changes to your account information.

What is my balance and budget for the month?
You can get all this information and find other ways to manage everything about your account online in My Account. You can sign up for My Account here.

How can I find out what my balance is?
The quickest, easiest and most convenient way to manage your account is through My Account. You can quickly and easily sign up for My Account here.

How do I pay my bill online?
The quickest, easiest and most convenient way to pay your bill and manage your account is through My Account. You can quickly and easily sign up for My Account here.

Pricing and payment plans

Do you offer pricing plans?
We offer Variable and price protection plans to help you manage your energy costs and save money – each with no enrollment or sign-up fees! Click here to learn more about each plan or to enroll in one of our plans, contact us today.

Do you have a monthly payment plan?
Yes. Our SmartPay plan helps you budget and managing your annual energy costs better by spreading your winter heating bills monthly throughout the year. Click here to learn more about SmartPay and how it works. To become a SmartPay customer, please contact us.

How are SmartPay monthly payments calculated?
After a quick analysis of your annual energy costs, we determine an estimated monthly payment for your heating oil bills. You pay the same amount every month for heating oil throughout the year. For more information, click here to learn more.

How can I sign-up for and set up a pricing or SmartPay monthly payment plan?
Simply contact one of our customer service representatives to set up your SmartPay monthly payment plan and they will quickly and easily be able to help you do it. SmartPay 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 them here or by contacting us to sign-up for one today.

Customer service and support

Do you offer emergency services?
Our customer service professionals, expert technicians and fuel delivery teams are ready to handle any of your fuel delivery, heating or cooling system emergency repairs 24/7 – in any weather. Contact us now for more information.

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

How can you schedule an annual tune-up or maintenance call?
My Account is the quickest and easiest way to schedule a time and date for a tune-up or maintenance call. You can also contact us online or give us a call to schedule any equipment maintenance or tune-up calls.

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

Service plans

Do you have service plans for my home comfort systems?
Yes. We have a range of service plans to fit your budget that cover all of your home heating, cooling and generator systems, including:

Equipment

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

What equipment financing options are available?
We have great financing options for the latest, energy-efficient home heating and central and ductless 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.

What are the terms of your equipment warranties?
We offer a one-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 brands of heating and cooling equipment do you sell?
Our industry partner, Burnham, is one of the leading boiler and heating system manufacturers. We offer a full range of Burnham equipment to suit your home heating and comfort needs. Trane is our leading partner for central air conditioning equipment and Fujitsu for ductless mini-split systems. However, we also offer equipment from other leading manufacturers to fit your needs and budget. Contact us for more information.

Do you service all equipment you install?
Yes. We have a range of service plans for home heating oil, gas, propane and air conditioning systems. (what does this asterisk link to? If nothing, we can remove) You can find out more about them here or by contacting us today.

Why should I schedule regular maintenance or tune-ups on my heating oil system?
Maintenance extends the life of your heating equipment by as much as 20-30% which can translate into 5 to 10 years of additional usage for a furnace or boiler. Approximately 75% of all emergency repairs can be avoided with regular maintenance. A complete professional tune-up generally takes from one to two hours and includes a series of safety and operating tests and any needed adjustments.

How can I maintain and keep my heating or cooling systems running at maximum efficiency?
The best way to do this is by making sure that you have your heating and air conditioning systems tuned up annually by a professional technician. Some of our service plan options include an annual tune-up. You can schedule an annual tune-up quickly and easily using My Account.

General questions

Do you service my area?
You can find out which areas we cover here or you can always contact us and our customer service representatives will be happy to help you.

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

What do I need to do if and when I am moving?
Simply call customer service and provide the name and contact information of the person you want us to work with through this transitional moving period. Don't forget that we can help with:

Giving you a $100 Referral Reward if you refer your home's new owner to Petro and they sign-up with us as an automatic delivery customer.
Transfer of CARE® or ProGuard^TM protection to the new owner.
Establishing an account for your new home, just let us know your address and heating oil or propane heating system requirements.
Scheduling a tune-up of your oil burner before the sale, if required.

What other heating services do you offer?
No matter how you heat your home, we can handle all of your heating oil and propane needs.

Do you have a referral program?
With our Referral Rewards program, you refer Petro Home Services to people you know and get a $100 account credit! Here's how it works: when you refer someone to us, you get a $100 account credit when the person you referred becomes our customer. The new customer you referred to us gets a $100 account credit, too! Even better, there are no limits! You can refer as many people as you want and watch those credits add up to big savings on your annual heating costs. Get credits to your account and refer us today!

Do you offer Bioheat® fuel?
Yes. As a company, we are committed to working with our industry partners to mitigate climate change by reducing carbon emissions. One of the best ways for us to do this is provide you with fuel options that help reduce your carbon footprint and go green, too. Bioheat® fuel* is a cleaner, sustainable, renewable, affordable fuel that can be used in existing heating systems, and we are now delivering it to residential and commercial customers in all the states that we serve. For more information, please give us a call.

*Bioheat® delivered up to a B20 blend. Availability is contingent upon Bioheat® supplies and storage facilities.

What is Bioheat® fuel?
Bioheat® fuel is a blend of renewable biodiesel and ultra-low sulfur heating oil and more eco-friendly alternative to traditional heating fuel and natural gas. It is a simple choice and smart solution that results in a better heating fuel option that helps reduce carbon emissions to protect the environment. It is safe, clean, sustainable, affordable, renewable and available to customers in certain markets.

Does Bioheat® fuel work in any heating system?
Bioheat® fuel up to a B20 blend can be used in any oil-fired boiler or furnace. There is no need for new equipment, system modifications or costly replacements and it produces the same heat as any system using heating oil.

Is Bioheat® fuel more expensive than regular heating oil?
The cost of a traditional gallon of heating oil versus a gallon of heating oil that is blended with biodiesel is comparable in price but just like regular heating oil, pricing can fluctuate daily.

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