Frequently Asked Questions

General Questions
Fuel & Lubricants
Contracts, Billing & Payment
Do you service boilers, furnaces, or other appliances?

Cole does not service any of the above. Call us for a recommended service provider in your area.

What delivery options do you offer?
What is propane?

Propane, or liquefied petroleum gas (LP), is produced from a combination of natural gas processing and crude oil refining. It is transported and stored as a liquid under pressure, but is usually used as a gas. It is a non-toxic, color- and odor-less, clean burning fuel. Manufacturers add a distinct smell, similar to rotten eggs or a skunk’s spray, for safety purposes.

Is it safe?

Propane is a safe, economical, clean-burning, and versatile fuel when used properly.

See: Propane / Safety.

How can I tell if there’s a gas leak?

1) By the smell – A strong, unpleasant odor (similar to rotten eggs or a skunk’s spray) is added to propane in order to easily detect it.

2) Do a leak test – Apply leak detector solution or thick, soapy water to the connection(s) between the valve, tank, and regulator. Slowly open the valve and watch for bubbles. If bubbles appear, close the valve, tighten the connection, and repeat the process. If bubbles still appear, call your propane retailer immediately.

It is recommended to install a propane gas and carbon monoxide detector.

What should I do if I smell gas?
What size tank do I need?
What are the advantages & disadvantages of owning or leasing a tank?
Own Lease
Advantages Receive an additional discount Cole takes care of tank maintenance
Disadvantages Fairly expensive investment; you are responsible for tank maintenance An annual Rental Fee may apply if you don’t meet minimum usage requirements
Are there regulations regarding where my tank can be located?
Can propane tanks be buried?

There are tanks specifically designed for underground use. Because those tanks are exposed to completely different conditions, they require certain protective measures. It is illegal to bury a propane tank designated as an above-ground tank.

See: Underground Tank Responsibilities (PDF) for more information.

What is involved with installation?

After deciding on the appropriate tank size, arrangements for proper placement and installation can be made. For above-ground tanks, the tank will be set and leveled on a concrete pad or concrete blocks. A trench will need to be dug for the gas line leading from the tank to the 2nd stage regulator on the house or building. Once all gas line connections are made, a leak test is performed to ensure everything is working properly.

What type of maintenance is required for my tank?

Your tank may require painting, leveling, or repair throughout its lifetime. If you lease your tank from Cole, we will maintain your tank at no cost.

When should I call to schedule a delivery?

We recommend that you be part of our Automatic Delivery program to ensure you never run out of fuel. However, if you choose to be a Will Call customer, give us a call when your tank is around 25%.

Do you offer tank monitoring?

We offer both cellular and satellite devices that monitor and report your tank level. These devices are most beneficial to high volume or inconsistent users.

*Fees may apply

How does a propane system work?

There are four basic parts to every propane system: a tank or cylinder, regulator(s), gas piping/tubing, and gas appliance(s). Propane is stored in a tank or cylinder with a main shutoff valve. The regulator controls the gas pressure leaving the tank and the gas piping/tubing carries the gas to your appliance(s).

Do you charge a delivery fee or any other fees?

Cole Oil & Propane doesn’t charge hazmat fees, fuel surcharges, booking fees, convenience fees, or any other excessive charges. We charge you for the propane we deliver. It’s that simple.

Please Note: An extra charge may be added for a leak test when the tank is empty and/or for an emergency delivery.

We’ve started the building process, when should we get a propane tank set up?

This depends on the time of year and if the contractor needs heat during construction. Usually, HVAC installers want the tank there before they finish their work so they can test appliances when finished. We also have temporary heaters available for curing concrete, drywalling, and ground thawing.

What’s the difference between #2 Diesel and Premium Diesel?

#2 Diesel is a standard, additive-free refined fuel oil. Our Premium Diesel has a higher cetane number (measures fuel ignition delay) due to the additives it contains. This means shorter ignition delay, better lubricity and injector-cleaning capability, and less pollution.

Why should I use Premium Diesel?
When should I call to schedule a delivery?

We recommend that you be part of our Automatic Delivery program to ensure you never run out of fuel. However, if you choose to be a Will Call customer, give us a call when your tank is around 1/4.

Do you offer tanks and dispensing equipment?

We partner with multiple installers and petroleum equipment companies to make sure you have what you need for fuel and lubricant storage and dispensing.

Do you offer any sort of price protection?

We have several different programs that allow our customers to secure their prices.

About / Payment & Delivery / Prebuy Programs

How do I know how much to pre-buy or budget for?

We recommend basing the number of gallons you pre-buy or budget off of your average annual usage. This is something we can provide for you if you have been a customer of ours for at least 1 year. If you are a newer customer, we can work together to come up with a close approximation.

What happens if I don’t use all of the gallons I contracted for?

After the contract end date, any money remaining on your account can remain there as a credit for future use or can be refunded by check, assuming the customer has abided by all contract terms.

What happens if I use more gallons than I contracted for?

After all of your contracted gallons have been used, any additional gallons will be billed at market price.

Do you offer online bill pay?

We do! Click below to sign in or set up your online account. Once logged in to the Customer Portal, go to the “Payments” tab.

Can I receive my statement by email?

Absolutely! Just let us know which email to send it to.

The Propane Pre-Buy program is available now!

Available through May 15-June 15