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Propane FAQ

Q: What happens when I start service?

New Propane accounts are set up on automatic scheduled delivery. We suggest all new accounts take advantage of our Leak Check within 30 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 tank.

Q: 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, leaving us a minimum of 3 days for delivery, 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.

Q: 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. YOUR SAFETY is OUR FIRST PRIORITY, so we may need to ask additional questions to determine: 1) Why you ran out of gas 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 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 Pay: Based on a full year of usage, this plan allows you to have a set monthly payment for 11 consecutive months. The twelfth month is a settlement month, in which any remaining balance would need to be paid in full.
    Setup SmartPay

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.
  • Service Termination: Valley Energy may stop service for any of the following reasons with or without prior notice:
    • If Valley Energy personnel find hazardous conditions
    • Any account which becomes past due is subject to termination of automatic fuel delivery WITHOUT NOTICE until the account balance is paid in full.
    • 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 interrupt service for nonpayment.
  • Extra Delivery Charges will be applied to weekends, holidays or after hour deliveries.
  • 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
  • Leak Check Fee may be added if required prior to delivery, fees may vary depending on usage.

Q: 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.

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 www.eere.energy.gov/weatherization.

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 energyassistance@ncat.org. You can find more information about LIHEAP on the Internet at www.acf.hhs.gov/programs/liheap, call toll-free at 1-866-674-6327 or send an e-mail to energyassistance@ncat.org. You can find more information about LIHEAP on the Internet at www.acf.hhs.gov/programs/liheap.

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

Several websites may be able to provide you with more information regarding energy price and supply:

Department of Energy: