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Q – I am having trouble logging into my account.
A - Your e-mail address serves as your member log in. If you recently changed your e-mail address
you will need to use your old e-mail address to access your account. Once you are in your account, click on “My Profile”,
and then change your e-mail address under “Account Information”
and “User Information”. Also, passwords are “case sensitive”,
so make sure you are using capitals where appropriate.
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Q – I have forgotten my password.
A - From our home page, put your email address in the "Member Email" field
and click on Forgotten Password - an email will be sent to you
with a temporary password. www.priceenergy.com
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Q
– I have requested a temporary password, but I have not received
it.
A
- You may need to check your bulk/spam mail bin. Most email providers
are similar: check in your Options/Anti-Spam or Bulk and change
the settings. If this does not correct the issue you may need
to contact the provider. In the meantime please contact us and
we will gain access to your account for you.
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Q
– What is your delivery policy?
When will my delivery arrive?
A
- Your PriceEnergy
order will be delivered within 3 business days (not
including the day order is placed), under normal weather and
operational conditions. You can check the Estimated Delivery
Date for your order by logging into your PriceEnergy account and
clicking on the View Order Status tab.
www.priceenergy.com
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Q – What does “normal weather and operational conditions” mean?
A - Normal weather refers to typical weather conditions expected for that time of the year. Unusual weather conditions that could cause delivery delays can include:
- Poor driving conditions caused by rain, snow, wind, ice, sleet, etc.
- Weather conditions that slow delivery times such as snow or ice on the ground and in driveways and parking lots, wind, and
temperatures that cause equipment slow downs.
- Below average temperatures over more than 2 days in a row which cause a significant increase in demand in a short period of
time.
- Threat or prediction of storms which may cause a significant increase in order volume in advance of the storm.
Normal operational conditions refer to the typical availability of supplies and equipment required to respond to a normal number of deliveries. Unusual operations conditions that could cause a delivery delays can include:
- Limited availability of fuel, or other supplies, that could be caused by circumstances such as terminal closures or restricted
access, unavailability of fuel at terminals, other situations that cause delays in securing fuel or other supplies.
- Mechanical breakdowns or malfunctions that limit the ability for a company to perform their normal functions.
- Labor actions, such as work stoppages, work slowdowns or strikes, that negatively impact the ability for a company to conduct
their normal business activity.
Delivery companies plan their staffing, fuel supplies, trucks and other delivery assets to accommodate the demand for deliveries under normal conditions. When abnormal conditions occur, which cause increased demand and/or a slowdown in the company’s ability to operate in an efficient manner, delivery delays may occur.
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Q – When will I be charged for my delivery?
A - Your credit card or debit card is only charged after the
delivery is made and only for the number of gallons actually delivered.
At the time you place your order, we do authorize your
account for an amount equal to your order amount, plus 5% to cover
any additional gallons you authorize at the time of delivery,
or incidental meter-stop overages.
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Q- What is the current price?
A - If you are not a registered user, from our home page, click
on “Get a Quick Quote” www.priceenergy.com. If you are already a registered user please
log into your account and click on “Get a Price Quote or Order
Fuel”
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Q
– I am not receiving my confirmation emails from PriceEnergy why?
A
- You may need to check your bulk/spam mail bin. Most email providers
are similar: check in your Options/Anti-Spam or Bulk and change
the settings. If this does not correct the issue you may need
to contact the provider. In the meantime please contact us and
we will gain access to your account for you.
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Q – How do I pay for my order?
A – At the time the order is placed you will be required to
enter your credit or debit card for payment. All payment information is transmitted
in a secure format for your security.
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Q – What is the minimum delivery?
A – Minimum order is 150 gallons. If you receive a delivery
less than 125 gallons you will be charged a $50 minimum delivery
fee, in addition to the price per gallon.
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Q – If the price goes up before
I receive my delivery, do I pay the higher price?
A – No! Once you place your order and receive your
e-mail order confirmation, you are guaranteed that price for that
delivery, even if the price goes up in the mean time.
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Q – Are there any other fees?
A – If you receive the number of gallons you have ordered,
there are no other fees. Our pricing schedule contains volume
discounts, so larger deliveries receive lower prices. If your
tank takes a smaller quantity than you ordered, your price per
gallon may be higher. Our minimum delivery is 150 gallons so if
you receive a delivery of 125 gallons, or less, you will be charged
a $50 minimum delivery fee, in addition to the price per gallon. Applicable taxes will be charged, as appropriate.
Following is a typical volume discount schedule, but discounts
do vary by market. Use Quick Quote to determine your actual volume
discounts.
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Q – I received a message that
oil deliveries are not available in my area, what does that mean?
A - Currently we do not have a qualified company
in your town to make deliveries. We are always adding new delivering
dealers. If we cannot make your delivery this time, please check
back on your next delivery.
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Q
– Who will be delivering my oil?
A
- You can see who your delivering dealer is by logging into your
account www.priceenergy.com and clicking on “Order
Status”. PriceEnergy uses a network of pre-screened and qualified
local fuel distributors to make your deliveries.
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Q
– Do I have to be home to receive my heating oil order?
A
- No, however the driver must have ready access to your heating oil fill
pipe and you must have an operating vent alarm (whistle). The driver will leave
a copy of the delivery ticket, including the number of gallons that was
delivered.
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Q – When will paperless
checks be accepted again?
A – We are currently working on adding a new, and more convenient, e-check process.
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Q – Can I use my
debit card for payment?
A – Yes! PriceEnergy will be glad
to accept debit cards however, in some recent cases, we have seen banks "hold"
your pre-authorization amount, and then also "charge"
the delivered order amount before releasing the pre-authorization.
This practice resulted in a double charge to our customer's account
for as long as 3 days. While we too enjoy the convenience of debit
cards, we want to alert you to this practice with some banks.
Please check with your bank.
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Q – Can I get automatic delivery
A - PriceEnergy offers Automatic Order Reminders
at no additional charge to our registered customers. The Automatic
Order Reminder will keep track of your oil usage and the temperatures
in your area and then send you an e-mail when it is time for you
to place your next order. To set your Automatic Order Reminder, once you
are in your account click on “My
Reminders”
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Q – I have no heat!
I am out of oil! What do I do?
A – There are several things you
should do to make sure your family is safe and secure.
- Make sure that your tank is actually out-of-oil
and your “no heat” situation is not caused by some other problem.
If you have oil, but no heat, you should contact your local
heating contractor for service
- If you have already placed a PriceEnergy order,
check your order status to view your Estimated Delivery Date.
- If your delivery is not planned for that day, send
an e-mail to customerservice@priceenergy.com stating that you
“Have no heat” and ask if it is possible to have your order
delivered sooner. One of our customer service supervisors will
contact the delivering dealer to try and have your order expedited.
They will then reply to you.
- Many homeowners have supplemental heat sources,
such as wood stoves, fireplaces or electric space heaters. Please
use all these heating appliances in a safe manner.
- If desired, you can also add diesel fuel or kerosene
to your heating oil tank. Both of these fuels are safe to use
and are distillates, just like heating oil, but are further
refined. You can obtain diesel fuel or kerosene from many local
fueling stations. Depending upon temperatures and the size of
your home, 5 or 10 gallons will heat your home for one or more
days.
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Q – Is Saturday
a business day?
A – No. Monday through Friday are considered normal business days. However,
during the heating season don’t be surprised if you receive your delivery on a
Saturday, or even a Sunday. When necessary, our dealers will schedule
additional drivers and hours to make sure the deliveries get done.
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Q – Can I postpone
or put a hold on my delivery?
A - All deliveries are made within 3 business
days from when the order is placed. If you would like delivery
on a special day, you can request that, when placing your order,
by entering your request in the special delivery instructions.
If possible, your delivering dealer will make the scheduling change.
However, this is at their discretion if they are able to change
your delivery while also maintaining efficiency of all their deliveries.
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Q – Why did I receive
less than I ordered?
A - Most likely it is because there
was not enough room in your tank. Every tank is, or should be,
equipped with a whistle (also known as a vent alarm).
When the whistle stops, the driver must stop pumping the
oil in order to prevent a potential oil release on your property.
When the whistle stops there is always some space, or head room,
left in your tank. This is by the design of the manufacturers
and is done for safety and environmental reasons. For example,
a 275 gallon tank has a usable capacity of about 256 gallons.
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Q – Why did I receive
more than I ordered?
A – You should not receive more oil than you
ordered unless you authorized that additional gallons be delivered.
If you have received more gallons than you ordered, you should
contact one of our Customer Care Specialists at 1-866-889-8900 or 973-453-2500.
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Q – Does PriceEnergy
have the best price on fuels?
A – PriceEnergy customers consistently enjoy
savings compared to the average heating oil consumer. Typically
a PriceEnergy customer will save over 10% during the course of
a heating season, compared to other users. In addition, PriceEnergy
customers enjoy other no-cost conveniences not available from
other companies, such as Automatic Order Reminders, 24 hour price
quotes and ordering, order tracking, e-mail reminders, industry
information, and more.
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Q - Is my credit
card information safe on PriceEnergy?
A - Yes! When you place an order,
or store your credit card information in your account, it is stored
in an encrypted format for your safety and security. No one other
than you can access the card (including PriceEnergy personnel)
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Q -
Why can't I cancel an order once it has been placed?
A -
The PriceEnergy system operates in
"real time", so your order is
already at the
dealer as soon as you receive your order confirmation number.
Unlike manual
systems used by most oil companies, the efficiency of the
PriceEnergy system
often times makes it impossible to stop a delivery and recover
the delivery
ticket before it is already on the truck.
