Frequently Asked Questions

Read the page below to learn more about Surner Heating Co.’s most frequently asked questions regarding fuel delivery, HVAC service, and home comfort in the Hampshire and Franklin County areas. If you don’t see your question below, please reach out to our team directly, and we’ll be more than happy to provide the information you need.


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 your system 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 or her home insurance policy to protect against damage from oil leakage. Surner Heating’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 Heating deliver to customers who are on fuel assistance?

Yes, Surner Heating is pleased to deliver to those on fuel assistance. Please give us a call if you would like to learn more about our compatibility with various assistance programs.

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

To ensure you do not risk running out of propane gas, please call our office to place your order when your tank gauge shows 30% capacity remaining. We will deliver your fuel as soon as possible.

What if I smell propane?

If you use propane, you’re probably familiar with its smell: it resembles rotten eggs or a skunk’s spray. If you smell gas, follow these steps right away:

  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 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 at (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. When you’re ready to enroll as our newest customer, visit this page. 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 who don’t want the full-service amenities of Surner Heating. You place orders online on an as-needed basis, enabling you to have full control of your fueling services.

Does Surner Heating offer heating and A/C equipment financing?

Yes! Surner Heating offers equipment financing on heating equipment installations and central and ductless air conditioning installations. Learn all the details on our financing web page.

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