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Frequently Asked Questions

What do I do if my heating system doesn't work?

Surner Heating’s emergency service is available 24/7 for your comfort and convenience. However, before you call us, there are a few things you can do to make sure a visit by a service technician is really necessary. First, make sure the emergency switch (with the red switch plate, usually near the door to the basement) didn't inadvertently get switched off. Also, check the service switch on the front or side of the heating system to make sure that the electrical circuit breaker serving the heating system didn’t trip and that there isn’t any electricity going to the unit.

Check the fuel tank to ensure that it is not empty. If all these things check out, push the reset button (small red button) on the burner one time only and observe what happens. If the burner starts, keep observing for several minutes to make sure it continues to run. If the single push of the reset button doesn't get you going again, call for service. Even if it does work, we recommend that you still call us to report the problem so that we can schedule a call to investigate what caused the failure in the first place.

Do I have to replace my fuel line from the tank to the burner?

Massachusetts law dictates that all fuel oil lines need to be encased in a protective sleeve or protected with an oil safety valve (OSV) at the tank end in order to guard against leakage. While this may be an expense for some homeowners, the corresponding benefit is that once the fuel line is in compliance with the law, the homeowner is able to obtain a rider on his/her home insurance policy to protect against damage due to oil leakage. Surner's service department can advise you about the best way to comply with the current law and perform the necessary upgrade to bring your home into compliance.

Does Surner deliver to customers who are on fuel assistance?

Yes, Surner Heat does.

What if I pre-pay and don't use all the gallons I paid for?

The pre-pay program runs from Sept. 1 to the following May 31. If you still have unused gallons on your pre-pay account on the last day, the money you paid for them will be credited to your account for future purchases or you may request a refund check. (Note: if the NYMEX (wholesale) price for oil on May 31st is lower than it was when you purchased your gallons, your refund would be adjusted downward by the amount of that difference.  For example, if oil was $2.45/gal. when you purchased it with your pre-pay and then was $2.43 on May 31st, and if you had 80 gallons left over at the end of the program, your refund would be reduced by 2 cents x 80 gallons, or $1.60.)

At what percentage of my tank do I need to order propane?

To ensure you do not risk running out of propane, please call our office to place your order when your tank gauge is between 20% and 30%. We will do our best to deliver your fuel as soon as possible.

What if I smell gas?

  1. Immediately put out any smoking materials or open flames.
  2. Do not touch any light switches.
  3. Leave the area.
  4. Turn off your main gas supply if safe to do so.
  5. Report a leak by calling 911 or contacting us at (413) 253-5999.
  6. ONLY return to the area if your propane dealer, emergency responder, or service technician deems it safe.

How can I change to Surner Heating Co., Inc. for my propane needs?

Whether you are interested in converting your existing primary home heating equipment to propane or you would like to add propane to your home as an additional fuel source, or if you want to discuss switching providers, simply call our office (413) 253-5999. We'll be prepared to answer any questions you may have about our propane services, and we can work with you to determine which option(s) will best fit your needs. We look forward to speaking with you!

How do I get access to the best-priced fuel?

Easy! At Surner Discount Oil, we offer the best price on oil possible. We have discounted oil prices that we bring to our customers that don’t want the full-service amenities of Surner Heating Co. You place orders online on an as needed basis, enabling you full control of your fueling services. Order discounted oil today!