FAQ

Frequently Asked Questions

Can you tell me if propane or heating oil prices will fall or rise this winter?

We do not forecast future prices. Factors such as supply and demand, financial market trends, weather and geopolitical situations, affect pricing making it very difficult to predict pricing trends.

When is the best time of year to buy propane or heating oil?

Historically prices tend to be lower in the summer months, however there are many factors that affect prices year around. The best way to guarantee your price is to participate in our Stable Propane pricing program with monthly payments or our Guaranteed Price Program.

What is a first fill price?

G&B Energy and Appalachian Energy’s first fill price is our way of thanking new customers for choosing us as their propane supplier.The per gallon first fill price is lower to help new customers offset the overall installation costs for the propane tank. New customers fill the propane tank completely to 80 percent. On a 500 gallon tank that is 400 gallons.

Why must I pay a delivery charge to have my propane or fuel oil delivery on the same day?

In an effort to maintain superior service levels and fair prices, we must operate efficiently, that means routing our trucks and drivers to specific delivery areas each day. If the driver is not delivering in your area on the day you request a delivery, then we must pull him off route to fill your order. When a truck is pulled off route it greatly increases delivery expenses and can result in unnecessary overtime. A delivery fee is charged to offset this expense. To avoid a delivery charge, please notify us a minimum of five business days before you exhaust your fuel supply and when the gauge on the propane tank reaches 20 percent.

How long do I have to pay for a delivery?

With approved credit, full payment is due no later than 30 days from the date of delivery. Cash on Delivery (COD) customers are required to either PRE-PAY for their delivery or pay the driver at the time of delivery. Customers that participate in our Stable Propane Pricing program and our Budget Billing programs enjoy warm homes and the peace of mind provided by paying for their fuel usage with monthly payments.

Visit our payment options page for more payment information.

What is Automatic Delivery Service?

Most G&B Energy and Appalachian Energy customers enjoy the benefit of our Automatic delivery service. Our computerized delivery system projects accurate delivery dates based on your previous usage history and current weather conditions. Based on this information we will schedule your delivery and you never have to call in for deliveries. Approved credit and a prompt payment history are required to participate in our Automatic Delivery Service Program.

G&B Energy and Appalachian Energy offer Automatic delivery service to customers with approved credit. We will not be responsible for any damage that occurs due to the exhaustion of the fuel supply including but not limited to, personal injuries or any damages to the property that result from an out of fuel situation. Customers acknowledge that it is their sole responsibility to monitor their fuel usage and they agree to contact G&B Energy or Appalachian Energy if the tank level falls below 20 percent of capacity.

Why do you fill my tank during the summer?

Summer time fill ups are an added benefit of the G&B Energy and Appalachian Energy Automatic Fill Service. Since prices are historically lower in the summer months, customers go into winter with a full fuel tank that is typically filled at a lower price. Summer time fill ups also allow us to utilize our work force efficiently. If you do not want a summer time fill up contact a customer service representative to discuss your options.

As an automatic customer, what happens if I run out of propane?

24 hour emergency service is provided at no additional charge in the unlikely event that situations beyond our control result in a fuel outage. Automatic fill service is contingent on prompt payments. Past due account balances could result in a service interruption and/or subject to special delivery fees. A G&B Energy or Appalachian Energy on call representative can be reached 24 hours a day 365 days a week by calling your office. If an emergency is after our normal business hours, follow the prompts in our emergency voice mail system and an on call representative will return your call. Emergency numbers.

What is Will Call Delivery Service?

Will Call Delivery means that YOU must call your local office to schedule a delivery. With this delivery option, you are responsible for monitoring fuel levels and ordering fuel five business days before depleting your fuel supply. This allows your delivery to be scheduled when our delivery truck is in your area. If an off route/same day delivery is required extra delivery charges may apply. After hours deliveries for Will Call customers will result in charges at our then current after-hours rate.

Does your service department work on gas appliances?

Yes, our service department can service and repair most gas appliances and we are licensed to install and repair gas piping systems.

Do you charge a service fee to repair my gas logs or appliances?

We do charge service fees to repair customer owned equipment. All gas appliances and gas piping installed on your property belong to you. We do not charge to maintain equipment such as propane tanks and pressure regulators that are company owned and leased to customers. Call your local office to schedule a service call or learn more about our service department and current labor rates.

Why do G&B Energy & Appalachian Energy REQUIRE a leak test when I run out of propane?

This is a safety precaution mandated by the state of North Carolina. Out of gas situations are generally caused when more gas than normal has been consumed. The leak test is to make sure the increased consumption was not caused by a leak in the gas piping system or a defective appliance. We realize that this can be an inconvenience but Safety is our priority! To avoid the inconvenience of a leak test, sign up for our Automatic Delivery Service or schedule a delivery when your tank reaches 20 percent of capacity.

Is 24hr Emergency Service available?

Yes, we offer 24 hour Emergency Service to our regular customers. Each location has a service technician and delivery driver on call at all times. Any after-hours service work completed on customer owned equipment at the customer’s request will result in labor charges at our then current after-hours rate.

How much propane or heating oil will I use?

Propane or heating oil usage is dependent on many factors including the type of heating system, how well a structure is insulated, current weather conditions, hot water usage habits, family size and appliance types and efficiencies. Therefore, propane and heating oil usage can vary greatly.

Why are a Permit and Inspection required to have an installation performed?

This is done to protect you the consumer from contractor mistakes and/or poor workmanship and unsafe installations. It is also required by the NC state building code and local governments and ensures that you have a licensed, insured and reputable company installing gas products in your home or business!

How do I read the gauge on the tank?

The tank reads in percentage. Multiply the percentage by the size of the tank and it will give you the total number of gallons in the tank. For example, 50 percent in a 500 gallon tank equals 250 gallons. Learn to Read a Propane Tank Gauge

Is propane safe?

Propane is a safe and widely used fuel. It is sometimes called liquefied petroleum gas, LP gas, or LPG. Propane is transported and stored as a very cold liquid. It can cause a freeze burn or frostbite if it contacts the skin. Propane is delivered to a customer as a liquid and is pumped into the storage tank. The liquid changes to gas vapor before it leaves the tank. It will not ignite when combined with air unless the source of ignition reaches 920 degrees Fahrenheit.

Propane emits less than half the greenhouse gas emissions of electricity. It takes less propane energy than electricity to run the same appliance. Propane not only meets but exceeds the requirements for clean fuel regulations. Propane is considered to be nontoxic and is insoluble in water. Since propane is released as a gas, it does not spill, pool or leave residue. This makes it harmless to soil or water if a tank were to leak.

Most propane accidents occur due to an out of gas situation. Please visit our SAFETY section for safety tips.

Are propane tanks safe?

Yes, propane tanks are very study and have been completely inspected. They are constructed of very heavy steel and pressurized to assure there are no leaks. There are restrictions on where propane tanks may be located on a customer’s property to protect you, your home and the propane tank. NEVER STORE ANY SIZE TANK IN YOUR HOME/BASEMENT OR GARAGE.

Why are there restrictions on where propane tanks can be installed?

The restrictions of where propane tanks can be installed are mostly safety related. Among the requirements are distances that tanks must be from various structure openings, property lines and ignition sources.

What types of products do you sell?

G&B Energy & Appalachian Energy sell a variety of petroleum products including propane, fuel oil, kerosene and gasoline (ethanol free). We also carry a full line of Hearth, Grill and Outdoor Products including gas appliances including gas logs, heaters, fireplaces, wood stoves, tankless water heaters, grills and outdoor kitchen equipment, retractable awnings and tubular skylights. Visit our products pages using the menu at the top of the page for more information.

When I call, will my call be sent to a call center or my local office?

All calls ring at the office that was dialed. If all lines are busy at your local office, the customer has the option of being transferred to the next available customer service representative at another location, or to hold for their local office. G&B Energy does this because we feel it is important for our customers to speak with a local person instead of a machine.

Can I pay my bill online?

Yes, online bill pay is now available. Click here.

If I want to change from my current propane supplier, what do I need to do?

The easiest way to start the switchover process is to call or visit your local office and speak with a customer service representative. They can guide you through the account set up process and provide any additional forms required to start service with G&B Energy & Appalachian Energy. G&B Energy or Appalachian Energy will schedule your tank switch out at a convenient time and notify your existing supplier that you no longer need their services. Our technicians arrive on your scheduled date and perform a leak check and gas piping system inspection, install a propane tank, and start up your appliances.

If you own the propane tank installed on your property, a call or visit to our local service center is still advised. A customer service representative will guide you through the account setup process and get your signature on the appropriate forms. We will then schedule a time to perform a leak check, gas piping inspection and a propane delivery.

If I switch my propane service to G&B Energy / Appalachian Energy, can the propane in my current supplier’s tank be pumped into your tank?

Transferring liquid propane from tank to tank can be a time consuming and potentially dangerous process. In the interest of safety, G&B & Appalachian Energy recommend our potential customers to use as much of their propane as possible then switch companies. This will save a re-stock fee from the current supplier and make it safer to remove the tank.

Do you offer a payment plan?

G&B Energy & Appalachian Energy offer several payment options. We offer Stable Propane Pricing, Budget Payments, Auto draft, On-line Bill Paying. Our customer service representatives are trained to analyze your situation and needs and recommend the appropriate payment options that will work best for you.

I received a delivery today but couldn't find a bill/delivery ticket.

We are required by the North Carolina Department of Agriculture-Standards Division to leave a bill/delivery ticket after each delivery unless we have a written request to do otherwise. The ticket must include the number of gallons, price per gallon and a total price including tax. Most tickets are left at a pre-determined location. All others will be left in a door hanger on the nearest door to the tank. If you would like to request that a bill be mailed to you after each delivery, do so in writing and mail, fax or email your request to your local office.