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The following fees and surcharges vary by service area and are in addition to product or service pricing. Please contact your local Customer Service Center for applicable fees or costs specific to your area.
This fee is assessed on every propane transaction to partially offset administrative costs related to Company compliance with government-mandated and industry standards and best practices related to the safe handling of hazardous materials, workplace safety and emergency preparedness, and environmental compliance. This fee is not applicable to customers in CT or VT.
THIS FEE IS NOT GOVERNMENT IMPOSED, NOR IS ANY PORTION OF IT PAID TO ANY GOVERNMENT AGENCY.
This fee may be charged to customers who have elected to manage their own supply of fuel and have:
• allowed their fuel tank to run out and/or
• are not on a scheduled delivery route.
This fee may be charged for customers who have run out of fuel during off-hours and require their heating system to be re-started.
This fee may be charged for customers who run out of fuel.
This fee may be applied in order to diagnose equipment issues. A flat rate is then added to this fee in order to make necessary repairs. This fee is not charged to customers on a service plan.
This fee may be charged annually on 100-gallon or greater tanks when less than 200 gallons of propane is consumed annually.
This charge defrays the cost associated with pumping out a tank that contains in excess of five percent, and, in the case of propane, returning the tank to the Company's inventory. Customers can avoid this charge by continuing service with the Company until the supply of fuel in the tank is less than five percent.
For your convenience, documentation of the following summary of key Terms and Conditions can be found on the reverse side of every delivery ticket or billing statement you receive from Superior Plus Energy Services. If you have any questions related to billing, credit or terms of service, we invite you to reach out to your local Customer Service Center during regular business hours.
Automatic delivery does not guarantee that you will not run out of fuel if consumption or other conditions change without notice to Superior Plus Energy Services. Please notify our offices immediately of any fuel usage pattern change in your home or building (examples include but are not limited to changes to home comfort equipment or thermostats, roof or insulation changes, additions or finished basements, long-term increase or decrease in people or time spent in your property). Do not leave your home or building unattended during freezing weather. Automatic delivery is suspended if your account becomes delinquent. We will attempt to call you prior to your delivery due date to notify you of the suspension.
Superior Plus requires that any automatic delivery customer wishing to terminate their account must do so in a written format in one of the following manners:
Certified mail sent to: Superior Plus Energy Services, 1870 S. Winton Road, Rochester NY 14618
The effective date of the request will be considered to start on the day the certified letter was signed for by Superior Plus Energy Services.
Email the request to: email@example.com
The effective date will be considered to start on the day the email was sent. Your email must include your account number and full billing address including phone number.
Fax the request to: 866-357-4558
The effective date will be considered to start on the day the fax was sent. Your fax must include your account number and full billing address including phone number.
Telephone cancellation requests will no longer be accepted and the account will not be considered terminated until a written request is received by Superior Plus Energy Services.
Terms: Payments for deliveries and services are due within 30 days after the initial delivery date, unless otherwise specified in writing. Payment terms may be changed if your account becomes delinquent and must be communicated to you in writing.
Service charge: A service charge, when assessed, will be applied on the invoice amount not paid within terms. The service charge is computed at a periodic rate of 1.5% per month or .0493 daily and is applied to the past due balance. When a service charge is imposed, the minimum charge is $0.50.
Returned checks: A $20.00 charge will be assessed for each returned check.
Easy Pay Budget Plans are available upon request. Easy Pay Budget Plans are designed to estimate your annual heating cost and formulate a monthly payment that would satisfy your estimated annual heating costs by the end of each heating season. For more details please contact our office.
If you wish to dispute a bill or if you require more information or documentation about a transaction on your bill, write to us on a separate sheet of paper and mail it to the dispute address noted on the front of your document. We must hear from you no later than sixty (60) days after the first bill containing the disputed amount was sent to you. You may telephone us to resolve the dispute however doing so will not preserve your rights.
Your letter of dispute must include your name, address, account number, and a description of the billing error.
We must acknowledge your letter within thirty (30) days, unless we have corrected the error by then. Within ninety (90) days, we must either correct the error or explain why we believe the bill was correct.
After we receive your letter, we cannot try to collect any amount you dispute, or report you as delinquent. We can continue to bill you for the amount you question, including service charges, and we can apply any unpaid amount against your credit limit. You are not required to pay any disputed amount while we are investigating but you are still obligated to pay the parts of the bill that are not in dispute.
If we find that the mistake was ours, you will not have to pay any service charges related to the disputed amount. If it is determined that there was no mistake made, you may have to pay service charges, and you will be required to make immediate payment of the disputed amount within the original terms.
If you fail to pay the amount in dispute, we may report you as delinquent. If our explanation of the disputed amount does not satisfy you, you must inform us in writing within 10 days of our notification. If we report you to a collection agency, we must notify the agency that the amount is disputed and we must tell you the name of the agency. If we do not follow these rules, we cannot collect the first $50.00 of the disputed amount, even if the disputed amount was correct.
Disputes about quality of goods and services are not “billing errors”, so this dispute procedure does not apply.
When you provide a check as payment, you authorize us either to use information from your check to make a one-time electronic fund transfer from your account or to process the payment as a check transaction. When we use information from your check to make an electronic fund transfer, funds may be withdrawn from your account as soon as the same day we receive your payment, and you will not receive your check back from your financial institution.