Frequently Asked Questions
Can I get Bio-fuel from Surner?
Bioheat is a heating oil blend containing Biodiesel, a renewable fuel. It helps heating oil burn cleaner, making it better for
the environment and home heating systems. The fuel is heating oil mixed with Biodiesel fuel to create "Bioheat".
Biodiesel is made from soybean oil and processed from other fats and vegetable oils. Bioheat is not a replacement for heating oil;
rather, it is an additive that makes today's heating oil better. Both laboratory testing and in-home field results have demonstrated
that a five percent blend of biodiesel to heating oil creates the ideal "Bioheat" product for today's marketplace.
Surner has actively marketed biofuel in the past but is not currently doing so due to its higher price and resulting lower demand. However,
if you are interested in biofuel, please call our office to discuss it.
What do I do if my heating system doesn't work?
Surner service help is available 24/7 for your comfort and convenience. However, before you call us, there are a few things you
can do to make sure a visit by a service technician is really necessary. First, make sure the emergency switch
(with the red switchplate, usually near the door to the basement) didn't inadvertently get switched off. Also check the service
switch on the front or side of the heating system, and make sure that the electrical circuit breaker serving the heating system has not
tripped and that there is electricity going to the unit.
Check the fuel tank to ensure that it is not empty. If all
these things check out okay, you can push the reset button (small red button) on the burner one time only and observe what happens.
If the burner starts, keep observing for several minutes to make sure it continues to run. If the single push of the reset button doesn't
get you going again, call for service. Even if it does work, we recommend that you still call us to report the problem, so that
we can schedule a call to investigate what caused the failure in the first place.
Is it better to pre-pay for fuel or buy at the market price?
Anyone in the oil business will tell you that the answer requires predicting events in the future - events that neither you nor Surner Heating Co. control. However, it sometimes is valuable to look at the past when trying to predict the future. The chart below compares the average market price of oil versus Surner's pre-pay price from the 1997-1998 to the 2009-2010 heating seasons. As the data shows, pre-pay accounts fared better overall than those folks who bought their oil at current market price in all but two years.
So what's the best way to go this year? It all depends on what you think the price of oil will do this season.
Whatever you decide, Surner Heating Co. will be ready to provide you with the best products and service, ensuring your comfort and
peace of mind this winter
Do I have to replace my fuel line from the tank to the burner?
A recently-passed Massachusetts law dictates that all fuel oil lines need to be encased in a protective sleeve or protected with an oil safety valve (OSV) at the tank end, in order to guard against leakage. While this may be an expense for some homeowners, the corresponding benefit is that once the fuel line is in compliance with the law, the homeowner is able to obtain a rider on his/her home insurance policy to protect against damage due to oil leakage. Surner's service department can advise you about the best way to comply with the current law and perform the necessary upgrade to bring your home into compliance.
Does Surner deliver to customers who are on Fuel Assistance?
Yes we do.
What if I pre-pay and don't use all the gallons I paid for?
The pre-pay program runs from Sept. 1 to the following May 31st. If you still have unused gallons on your pre-pay account on the last day, the money you paid for them will be credited to your account for future purchases, or you may request a refund check. (Note: if the NYMEX (wholesale) price for oil on May 31st is lower than it was when you purchased your gallons, your refund would be adjusted downward by the amount of that difference. For example, if oil were $2.45/gal. when you purchased it with your pre-pay and then were $2.43 on May 31st, and if you had 80 gallons left over at the end of the program, your refund would be reduced by 2 cents x 80 gallons, or $1.60.)
