What happens when I start service?
New accounts are set up as automatic delivery and are encouraged to take advantage of our Level Payment Plan (LPP); this plan assists customers in budgeting their energy cost. Also a complete Gas System inspection is completed to ensure the safety and operation of your propane system. Please take a moment and read the “Important Propane Safety Information” brochure and familiarize yourself with the parts of your gas system.
How and when do I order gas?
Our delivery system is designed to dispatch a propane delivery to your tank when your tank is at approximately 25%. In each of our offices, we track information about the weather and average propane use to schedule our deliveries. Our reliable system ensures you always have propane when you need it.
How do I read my gauge?
We encourage all customers to familiarize themselves with their tank and equipment so they can help keep track of how much gas they have on hand. The gauge on the tank has numbers that represent percentages. Tanks are filled to approximately 85% to allow for expansion of gas during periods of high temperatures. For example, a 120 gallon tank holds 102 gallons of propane at 85%.
Who owns my tank?
In most instances, Sandhills Propane owns and maintains the tank and first stage regulators at your home, whether it’s above or underground, so you never have to worry about it.
What do I do if I run out of gas?
Sandhills Propane wants its customers to enjoy the benefits of propane and have the peace of mind that their propane system is in good working order. If your account runs out of gas, there could be several different reasons why. We want to know:
1) why it ran out of gas and;
2) that your system is SAFE before it is put back in to operation
If you run out of gas for any reason, Sandhills Propane will perform a system leak test to ensure the safety of your system.
When an out-of-gas incident occurs that is related to failure of our delivery system, we will accept the responsibility and verify the system is leak-free at NO CHARGE. In situations that are not related to our delivery system, we will still perform the verification, but there may be a charge for this service.
Who do I call for service on my appliances?
Sandhills Propane services most gas appliances including hot water heaters, fireplaces, gas logs, space heaters, ranges, and dryers. We encourage homeowners to call a local heating and air conditioning contractor for service on their central heating system.
What do I do if I’m moving?
If you are moving, please let us know in advance the date you wish to close the account or transfer it to your new address. We encourage individuals selling their homes to include the cost of propane in their closing arrangements. We can easily provide these figures to closing representatives.
If gas appliances will be moved, we recommend that Sandhills Propane do this to insure that the tank is securely turned off and that all gas lines are safely capped. If you will be using propane at your new address, Sandhills Propane will be happy to transfer your account to our nearest location.
How will I be billed?
When a propane delivery is made, you will be left a delivery invoice and an envelope for your payment. If you have not already paid the invoice by the end of the month, you will be mailed a statement. Finance charges will be applied on balances that are unpaid after 30 days from the date of delivery or service.
What are my different payment options?
Payments are due within 30 days of delivery date. Payments can be made at each local office, by mail, to the driver when a delivery is made, or you may call your local office and pay by credit card. If you are experiencing difficulty in paying your bill on time, please contact our office. We offer several payment options upon credit approval:
Level Payment Plan: This plan runs a full year allowing you to have a monthly payment that we determine by estimating your usage. The twelfth month is a settlement month, in which any balance would need to be paid.
Are there any other service fees or termination policies I should know?
Service Fees: A service fee will be assessed to your account for a returned check.
Finance Charge: A finance charge will be assessed to your account for any balance that remains past due for 30 days or more.
Tank Rent: Due to limited usage of gas, some accounts may be charged tank rent on an annual basis. Tank rental varies with different tank sizes. Tank sizes of 125 gallons and less may be charged tank rent regardless if annual gas usage.
Service Termination: Sandhills Propane may disconnect service for any of the following reasons with or without prior notice:
- If Sandhills Propane personnel find hazardous conditions.
- If unauthorized use of service is found with our equipment, which may result in a tank pick-up fee.
- If an account remains past due, collection notices will be sent to the customer’s address. If there is no response to the past due notice, we may disconnect service for nonpayment.
Special Delivery Charge may be added if a delivery is asked to be made off-route or after hours.
Reconnection Charge may be added for reconnecting a service due to nonpayment situation.
What if I plan to do any excavating or remodeling around my home?
Please contact NC811.org or dial 811 first. NC811 must be called 48 hours in advance to mark any utility lines, BUT, they do NOT mark propane gas lines, private electricity, water sewer, or phone lines. Contact our office to have your gas line marked. Not only is it dangerous to dig around underground utility and gas lines but fines and repair costs may be imposed if damage is done.
What if I want to move a gas appliance in my home?
If you are planning on moving any gas appliance in your home, please call our office. For your safety, it is important for a qualified Sandhills Propane service technician to work on or move any gas appliance in your home. An annual inspection and maintenance of your gas appliances by a trained and qualified technician is recommended.
What appliances can I connect to propane?
Not only is propane versatile enough to fuel everything from a hot water heater and furnace to the fireplace and backyard barbecue, consider these other appliances powered by clean, reliable, efficient, and affordable propane.
Gas Clothes Dryer – Dry your clothes for pennies per load, and dry them quicker and with less wrinkles!
Gas Cooking – Enjoy propane’s fast, precise temperature control. It’s nice, even heat with no hot spots to scorch sauces or burn the tops of cakes and casseroles. Whatever’s new in appliances is available with propane – convection ovens, sealed burners for easy cleaning, griddles and grill tops, pilot-less ignitions, and even deep fryers.
Gas Generators – The new propane electric generators give you security to have power when the lights go out. Generators come in a variety of sizes and can even power your whole house!
Gas Pool and Spa Heaters – Propane heaters are available for your pools and spas in a variety of sizes. These heaters are less costly than electric heaters to operate, offering greater than 80% efficiency, and temperature accuracy within one degree to keep you warm. And with propane-fueled patio heaters, you can enjoy your patio all year long, even in cool weather.
Be sure to contact Sandhills Propane to have a technician make sure your propane tank and line(s) are properly sized when adding equipment. And remember, Sandhills Propane can supply you with any type of gas appliance you may need!