Policies
& Procedures:
To
Our Valued Customer:
We
would like to welcome you to Modern Gas
Sales, Inc. and take this time to inform
you on how our propane delivery service
works.
Our
Computer Forecast System keeps track of
your usage based on a daily use factor (hot
water, cooking, etc.) and a degree-day factor
(Heating). It then generates a delivery
ticket for customers that are 30% or less
for that particular week. We then organize
those tickets into routes and deliver the
gas accordingly. It is very important to
let us know when an appliance is removed,
installed, or switched out. The next week,
the computer prints out a new set of tickets
at the same 30% factor. This means we may
be in your area several times in one-month
timeframe. This system is more flexible
than our previous, making us more efficient
hence passing the savings onto you. It allows
us to deliver to those customers who are
in need of propane that week and pass over
those who are not. This Computer Forecast
System will not print out accounts that
have a past due balance.
What
can you do to assist us with our delivery
system?
Check
your tank gauge periodically and call us
if you find that you are 30% or less and
have not received a delivery. This allows
us to make the proper adjustments to our
forecast system. Please do not call if you
are above 30% (unless you are a “Will
Call” customer), as this will allow
the Computer Forecast System to do its job.
What
should you know about our delivery system?
There
are three different delivery options we
offer to our customers.
Automatic
When
you are on automatic delivery, a ticket
will automatically be generated at 30%.
You will receive a propane delivery the
same week that your ticket was printed.
In order to be on an automatic delivery
basis, you are required to submit your social
security number to our office during regular
business hours. This is a one-time procedure
that is noted in your confidential account
information. Upon delivery, a stamped meter
ticket is left at your home; this ticket
states the gallons delivered and the amount
due which is payable within 10-days. If
you are delinquent on your balance, over
30 days, we will not make another delivery
until your past due balance is paid in full.
Please not, delinquent accounts are handled
during regular business hours only. If payment
is not received, your account will be switched
to will-call. (See below for terms and conditions).
Will-Call
When
you are a “will-call” basis,
you must call our office for a gas order
when the gauge on your tank reads at least
35% to allow our driver 5-7 business days
to make a delivery. This 5-7 day requirement
is a worst-case scenario. If the driver
is in your area the delivery will be made
sooner. This service option requires payment
in full when service is rendered. Social
security numbers are required for any charging
rights on all “will-call” accounts.
Balances past 30-days must be satisfied
before any additional deliveries are made.
You should also be aware that we will not
normally make delivery after hours. If an
exception is made a $90.00 special trip
charge will be added to the bill. If you
allow your tank to run out of propane and
we need to make a special delivery, during
normal business hours, you will be charged
a special trip fee of $45.00. This charge
will cover the cost of removing a driver
off his route to make a special trip delivery
to your home.
Timed
Delivery
Timed
delivery is used for customers that use
a limited amount of propane, such as cooking
gas and seasonal homes. This option allows
us to schedule your delivery during our
non-peak times. Cooking customers only will
be delivered around the weeks of April 15th
and October 15th of each year. Again, this
option is optimal for those individuals
who know their exact usage and/or those
who inhabit their various homes seasonally.
What
is an Emergency Delivery Call?
You
must be on automatic delivery service with
no past due balance and have a 0% reading
on your tank. Your central heat source must
be propane. A gas leak is also considered
an emergency call. Our 24-Hour emergency
phone number is 1-800-982-4356.
What
is a Secondary Delivery Call?
The
accounts that use the following appliances,
whether you are out of gas or very low,
are considered a secondary delivery;
Space Heating/Gas Logs, Cooking Gas, Clothes
Dryer, and Pool Heater
Secondary deliveries which are very important
to use, are handled during normal business
delivery hours. All Secondary delivery calls
made after hours will be handled during
the next business day.
Special
Trip Charge
A
special trip charge will be applied to any
call that is over 15% above the reported
gauge % reading from the called. For example:
Called reports tank having 10%. Our dispatcher
priorities the deliver and when the driver
arrives to fill the tank he sees that the
gauge is at 30%.
(From
Will-Call Section)
You should also be aware that we will not
normally make delivery after hours. If an
exception is made a $90.00 special trip
charge will be added to the bill. If you
allow your tank to run out of propane and
we need to make a special delivery, during
normal business hours, you will be charged
a special trip fee of $45.00. This charge
will cover the cost of removing a driver
off his route to make a special trip delivery
to your home.
These
charges will help us to keep our operating
costs down and at the same time be more
efficient in our efforts to serve our customers.
The savings that we realize will be passed
onto you, our valued customers! Our continuing
goal is to remain the most efficient and
competitive propane company in the Northeast
backed by our commitment to great service.
Valuable
Service Information for Heating Units
As
you know, lint and dust particles travel
through the air, even in the cleanest of
homes. When this occurs, the dust will be
pulled into the unit as it burns. This will
start to clog the heater’s air fuel
mixtures on the pilot assembly and the burner.
The same happens when dust settles on the
heater’s surface. If excessive build-up
should occur, this will lead to improper
propane usage, which may result in soot
problems. A red-orange haze that is visible
on the ceramic plaques is acceptable. A
blue flame that rolls out at the top of
the ceramic plaques indicates an accumulation
of dust, lint, or spider webs inside the
casing assembly and main burner assembly.
Candles, perfume, potpourri, polishes, paints,
stains, new carpets, pet hair, etc, are
some of the things that can cause this occurrence.
All
vent free heating units should be cleaned
on a monthly basis or more. All vented heaters
should be done a minimum once per year.
In conjunction with this yearly cleaning,
you may maintain the unit on your own by
using your heaters manual and your vacuum
and/or compressed air. Be sure that
your pilot is out prior to cleaning your
unit.
Service
Charges
As
mentioned above we suggest that you get
your unit professionally service once a
year. Our current service and eminence charges
are as follows (all prices are subject to
change).
•
$70.00 per hour; $140 per hour if 2 Service
Technicians are required
• After hours service calls are all
COD (cash on delivery). The fee is an initial
$90.00 service charge (1st hour) and $4500
for every ½ hour after that.
• Discontinuation of service, by either
the customer or Modern Gas Sales, Inc. may
result in fees being assessed to the customer
for equipment pick-up and restocking fee.
Fees may vary.
*Save
time and money and schedule your routine
cleaning during the summer months. Please
call 1-800-982-4356 for appointments and
more details.
Little
reminders to help us serve you better…
•
To protect our employees we ask that you
keep your driveway and/or private roads
clear during the winter season. This will
ensure that your current service is not
interrupted.
• Monitor your tank gauges regularly,
calling us if you are at 30% or less. This
will help us to properly adjust our database
to meet your propane needs.
• Hours of operation: M-F 8:30-4:30,
Saturday 8:30-12, Sunday- Closed. We also
have a 24-hour answering service in case
of an emergency.
• As a Modern Gas customer, you give
us the right to enter your property at any
time to do our job, unless otherwise agreed
to in writing.
Thank you for
choosing Modern Gas Sales, Inc. as your
propane gas provider.