If you choose to be a Will-Call customer, you are accepting the responsibility of monitoring the level of propane in your tank. Please check your tank regularly and call us when you are at 30%. Every customer has a specific delivery day, so this 30% buffer gives us time to schedule your delivery on your delivery day and avoid an off-route fee or an out-of-gas situation.
If we must come out sooner than your delivery day (off-route), or if you run out of gas, you will be subject to a significant additional delivery fee. How do you avoid the fee? It’s easy! Watch your tank, plan ahead and call us when you’re at 30%.
Why do we charge more for delivering on the same day or on a day other than your regular delivery day (off-route)?
In order to deliver efficiently, we schedule our deliveries in advance. That way we know how much propane we’re going to deliver, to whom, and in a scheduled route. If we get a call asking us to insert a delivery – whether it’s in the area we’re delivering or not – we must alter the order of deliveries, return to our storage facility to add more propane to the truck, and possibly ask our drivers to work over-time. Our planning goes out the window, we lose efficiency and our cost goes up.
Why do we charge more for an out-of-gas delivery?
Out-of-gas calls take more time and take us “off-route” as well (see above). When you run out of gas, we must do a leak test. This involves turning off all the propane appliances in your home, pressurizing the lines, and making sure that there are no leaks. Then we go back into your home and turn on the appliances and re-light the pilots where necessary. Not only is this a mandated test, it is also for your safety. An out-of-gas delivery – in addition to the drive time to and from your home – can take from 20 minutes to well over an hour depending on the circumstances.
Why do we charge “so much” for out-of-gas service calls?
Most Will-Call customers accept responsibility for running out of gas and understand that we have to charge for our services. But some ask why it cost so much. As stated previously, there are many steps we have to do to turn your propane back on. Often a customer needs the propane right away which causes paying employees overtime, rescheduling, and more. We often lose money in the process, which isn’t good for business. But we would rather not ever have to charge for a Will-Call, out-of-gas call, because we don’t want anyone to run out in the first place! We want to get to the point where everyone says “Hey, if I let myself run out of gas, the fee is really going to hurt – I’ll keep a close eye on my tank rather than paying extra!”.
Why do we care if you run out of gas?
First, we care about your safety. When you run out of gas, a safety hazard is created. If an appliance valve or a gas line is left open when the propane supply runs out, a leak could occur when the system is recharged with propane. Air and moisture can get into an empty or depleted storage tank, which can cause rust build-up inside the tank. Rust can decrease the concentration of the odor of propane, making it harder to smell. If your propane tank runs out of gas, any pilot lights on your appliances will go out. This can be extremely dangerous if not handled properly. And if it’s cold outside, pipes can freeze resulting in damage to your home.
Secondly, we care about your comfort. No one likes to be cold, take a cold shower, and not be able to cook.
Third, we care about your money. We don’t want to see you spend it on unnecessary fees – fees that can be avoided if you live up to your responsibility and pay attention to the level of propane in your tank.
And last, but certainly not least, we care about our employees. They all have families, enjoy their nights and weekends, and need their rest. Extending their workdays and getting phone calls after hours and on the weekends takes them away from their families and personal lives. They work hard during normal business hours so they can support their families and enjoy them at night and on the weekends. We want them to work to live, not live to work!
How can I avoid Will-Call off-route and out-of-gas fees?
- Watch your gauge!
- If watching the gauge on your tank is difficult, please consider becoming an Auto-Delivery customer. See details below.
- Sign up for our Easy Pay Budget Plan. With a Budget Plan, you will be automatically charged a fixed amount every month and we’ll take responsibility for the level of propane in your tank (Auto-Delivery). Call for more details or to sign up!