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Frequently Asked Questions about Propane

Heating Oil FAQ | Propane FAQ

Shown below are answers to frequently asked questions about the use of propane. If you would like FAQ about Heating Oil, please click on the link above. Contact us if you have other questions.

Propane Gauge Tank

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Find out how many gallons are left in your Propane tank by visiting our Propane Tank Gauge page.

For information between our different delivery options click here.


  • Q: What happens when I start service?

  • New Propane accounts are set up on automatic scheduled delivery. We also require new accounts to take advantage of our free Gas Safety Check within 60 days of initiating service. Please take a moment to read the “Important Propane Safety Information” brochure and familiarize yourself with the parts of your gas -How and when do I order deliveries? Our automatic delivery system is designed to deliver propane to your tank approximately every 30 to 45 days during the winter months. If you activate a new account on a will call basis, we ask that you contact us when your tank reaches no less than 30%. If you are set up as a “will call” customer, it is your responsibility to call us when a delivery is needed and please give us a 72 hours notice excluding weekends and holidays.
  • Q: How do I read my Propane tank gauge?

    We encourage all customers to familiarize themselves with their tank and equipment so they can help keep track of how much fuel they have on hand. • Propane tanks are filled to approximately 80% - 90%to allow for expansion of gas during periods of high temperatures. For example, a 125 gallon tank holds 100 gallons of propane at 80%. • Keep in mind that the gauge is strictly an indicator of the fuel in the tank and can vary by as much as 10%.
  • Q: Who owns my tank? (LP only)

    In most instances, Valley Energy owns and maintains the tank and regulators at your home, whether it’s aboveground or underground, so you never have to worry about maintenance or repair costs. -What do I do if I run out of gas? Valley Energy wants our customers to enjoy the benefits of propane and have the peace of mind that their propane system is in good working order. If your home runs out of gas, there could be several reasons as to the cause. YOUR SAFETY is the first and most important, then we need to ask you some basic questions to determine: 1) Why did you run out of gas and; 2) That your system does not have a leak before it is put back in to operation. If you run out of gas for any reason, Valley Energy will perform a leak test to ensure the safety of your system. When an out-of-gas situation 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 verify that the system is leak-free, but there may be a charge for this service.
  • Q: Who do I call for service on my LP appliances?

    Valley Energy does not currently service gas appliances. However, we still ask that you call us with any concerns you have with your gas appliances and system. While we do not service individual appliances we do offer free assistance and direction on what precaution to take and who to call.
  • Q: What do I do if I am moving?

    If you are moving, please let us know in advance the date you wish to close the account. If you are on an automatic delivery schedule, we will need to pull your delivery ticket from our system. 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.
  • Q: How will I be billed?

    When a propane delivery is made, a delivery invoice and an envelope for your payment will be left at your home. 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.
  • Q: What are my different payment options?

    Upon credit approval, payments are due within 30 days of delivery date. Payments can be made at our office, online, by mail, or to the driver when a delivery is made. A SmartPay plan is also available with approved credit. • Smart 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 remaining balance would need to be paid in full. If you are interested in our SmartPay Plan please call our office during regular business hours and ask to speak with our Propane SmartPay coordinator.
  • Q: 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.
    • Regulatory Fee: A small charge is added to each delivery. This charge assists Valley Energy in complying with state and federal regulations.
    • 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.
    • Service Termination: Valley Energy may disconnect service for any of the following reasons with or without prior notice:
    • If Valley Energy 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 a nonpayment

  • What if I plan to do any excavating or remodeling around my home?

    Please call Miss Utility (1-800-552-7001 in Virginia, or 1-800-245-4848 for West Virginia) first! Miss Utility 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 Valley Energy 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. If you have other questions or ones that have not been answered please call us so that we can assure your your complete satisfaction!

  • Q: Are there state or federal government energy assistance programs available?

    Yes. The U.S. Department of Energy sponsors a weatherization assistance program to help eligible households permanently reduce their energy bills by making their homes more energy efficient. Application information is available on the Internet at

    Additionally, the federal government sponsors the Low-Income Home Energy Assistance Program (LIHEAP). Administered to consumers by state governments, this program can help qualified low-income households meet their energy needs. For more information about LIHEAP, call toll-free at 1-866-674-6327 or send an e-mail to You can find more information about LIHEAP on the Internet at, call toll-free at 1-866-674-6327 or send an e-mail to You can find more information about LIHEAP on the Internet at

  • Q: Are there other websites that can provide assistance or tips on dealing with prices?

    Yes. Here is a list of several websites that may be able to provide you with more information regarding energy price and supply:

    Department of Energy:
    Alliance to Save Energy:

    Propane Education & Research Council:

    National Propane Gas Association:

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