(203) 364-5816

FAQ

If you have questions other than those listed below, send us an email or call us at (203) 364-5816.

Q. What are your hours of operation?
A. Normal business hours are 8am to 5pm Monday-Friday and 8am to 12pm on Saturday. Our phone lines are open 24/7 for emergency service only.

Q. What services do you offer?
A. Rural Fuels installs, maintains and repairs propane-, natural gas- and heating oil-powered appliances and heating and cooling systems. We also provide propane and heating oil delivery for home and business use.

Q. Do you sell home propane tanks?
A. Yes.

Q. Do you fill and sell barbecue tanks?
A. Yes.

Q: What methods of payment do you accept?
A: We accept cash, checks, Visa, MasterCard, American Express and Discover. We also offer dealer-sponsored financing for new equipment and installations.

Q. Do you offer payment plans for propane gas and heating oil delivery?
A. Yes. We offer an EZ Payment Budget Plan, which spreads your annual fuel usage over 12 equal payments. We also offer a Prebuy option for heating oil and propane, and an Autopay option to get your bill deducted from your credit or debit card.

Q. How can I order propane gas or heating oil?
A. If you’re a Rural Fuels customer, visit our heating oil and propane order pages. If you’re not a Rural Fuels customer, you can become one here.

Q: Do you use qualified technicians and licensed installation specialists?
A: We use only certified, factory-trained technicians. Your comfort and our reputation are too important to use unskilled workers.

Q: How long does it take to get an estimate on a new heating and/or cooling system?
A: We can come out to your home at your convenience, during the day or in the evening. We will usually have an estimate within 24 hours, but that can vary depending on the complexity of the request.

Q: How long does it take you to complete an installation of a heating or cooling system?
A: Most of our installations are done in a day, though every job is different and some take longer than others.

Q. I often do DIY and improvement projects at home. Are there any special precautions I should take?
A: Always exercise caution when doing any painting, staining or other projects at home that involve flammable liquids. Keep them a safe distance from the open flame of propane cooktops and pilot lights, and always store them according to manufacturer recommendations. It’s also a good idea to remind people in your house of the difference between the chemical smell of paint products and the rotten egg/skunk smell of a propane leak.

Propane FAQs

Q. My heat won’t turn on. What do I do?
A. See our online troubleshooting guide.

Q. How can I tell if there is a gas leak?
A. A propane gas leak in your home smells like rotten eggs (for your safety, a strong odorant is added to propane so you can detect a leak). Make sure your family knows the odor, and what to do if they smell it (see below). We also highly recommend that you install safety measures in your home, such as propane leak and carbon monoxide detectors, for further safety.

Q. What should I do if I smell gas?
A. If you smell gas in your home,

  • Extinguish smoking materials and other open flames.
  • DO NOT turn light switches, appliances or thermostats on or off, and DO NOT use the telephone. An electric spark could ignite the gas.
  • Quickly get everyone out of the building.
  • Close all gas tank or cylinder supply valves.
  • Call 911 from a neighbor’s phone, or remain outside and use your cell phone.
  • Stay outside until the problem has been corrected.

Q. How should I choose a propane company?
A. We suggest you do the following:

  • Review the company’s safety record, any safety programs they enroll in or safety checks they perform regularly for customers.
  • Contact state and local regulatory agencies for information about the company.
  • Find out if the company belongs to state and national propane gas associations.
  • Ask about the company’s gas delivery procedures, service fees and pricing.
  • Check with the Better Business Bureau for the company’s reputation and business history.

Q. Can I paint my propane tank?
A. Yes, but paint it in a light color so the tank reflects heat – don’t simply paint to match your decor or landscaping.

Q. Can I fix my propane equipment or move my propane tank myself?
A. No! Working with a fuel-burning system is a job for an experienced professional, not a DIY-er. We know it’s tempting to save money or enjoy the satisfaction of doing the work yourself, but please—for the sake of your family’s safety—do not attempt to fix propane equipment yourself. Call Rural Fuels for service or repairs instead.

Q. I’m having trouble understanding my propane bill. Where can I get help?
A. You can find instructions for reading your bill here.

Heating Oil FAQs

Q. My heat won’t turn on. What do I do?
A. See our online troubleshooting guide.

Q. What should I do if I smell heating oil?
A: If your heating system is working properly, you should not smell oil in your home. If you do, it means something is WRONG! An oil smell could come from a leak, combustion or burner troubles, heat exchanger failure or exhaust system problems. Contact us and a specialist will correct the problem. If you have a leak, we’ll remove the oil and help get the smell out of your home. If you ever smell oil coming from your vents, call us immediately. That usually indicates a faulty furnace that could be releasing dangerous gases in your home. If your basement fuel tank is leaking, we can help you replace it with a new, virtually leak-proof model.

Q. Is oil heat safe?
A. Home heating oil is not flammable—if a person dropped a match into a tank of heating oil, it would go out as if it were dropped into water. Before home heating oil can burn, your furnace’s nozzle must vaporize the oil as it enters the fire chamber. Homeowners can rest assured that their family and property are safe when they heat their home with oil.

Q. Is heating oil efficient?
A. Yes! A new oil-fired heating system can reduce your energy consumption by as much as 40 percent!

Q: Are your heating oil prices competitive?
A: Yes. We buy in large quantities, which means a lower cost for us, and a lower price for you. It’s important to note that our prices may not always be the lowest in our market—that’s because our goal is to offer competitive oil pricing to ALL of our customers—not just new ones we’re trying to attract. It’s also because we offer big advantages that fuel discounters don’t, such as delivery and repair techs on call for you, 24 hours a day, 7 days a week. Unlike most discounters, we’re there whenever you need us.

Q: How are fuel prices set?
A: Heating fuels like oil, propane and natural gas are traded on the commodities market, where prices go up and down like they do in the stock market. Heating oil, propane and natural gas prices are affected by global politics, demand and many other factors.

Q. My home is heated with an electrical system. Can I convert to heating oil or propane?
Yes! We offer options in propane and heating oil that don’t require a chimney and can reduce your energy costs significantly. Contact us today for details and a FREE estimate.

Q. I’m having trouble understanding my oil bill. Where can I get help?
A. You can find instructions for reading your bill here.

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