FAQs

Hicksgas performs a complete gas system inspection and instructs the homeowner on the safe use and maintenance of their propane system to ensure they enjoy a healthy, safe environment. In addition, propane is nontoxic, so it’s not harmful to soil or water and it cannot be ingested like gasoline or alcohol fuels because it is released as a vapor from a pressured container.

In its natural state propane is an odorless, colorless gas, but ethyl mercapatin is added in order to make propane leaks easier to detect. With the ethyl mercapatin added propane smells like rotten eggs, a skunk’s spray or a dead animal.

Contact the Propane Education and Research Council (link below) to have a “Propane Users Safety Guide” mailed to you, and share this information with everyone in your household.

• Extinguish all smoking materials and open flames.
• Do NOT touch electrical switches, light matches or create any other source of ignition.
• Get everyone out of the building and away from gas equipment.
• Go to a nearby phone and call your gas supplier.
• Do NOT re-enter the area until it has been deemed safe.
• A trained service technician must repair the leak, turn on the propane, check all propane appliances and re-light pilots.

Yes.

Turn off the main gas supply valve on your propane tank if it is safe to do so. To close the valve, turn it to the right (clockwise) until tight.

No.

A qualified Hicksgas service technician must perform a leak check of your propane system before gas service can be reinstated.

If a pilot light repeatedly goes out or is very difficult to light, there may be a safety issue. DO NOT try to fix the problem yourself. It is strongly recommended that only a Qualified Service Technician light any pilot light that has gone out.

You are taking the risk of a fire or explosion if you light a pilot light yourself. Carefully follow all of the manufacturer’s instructions and warnings concerning the appliance before attempting to light the pilot.

Propane suppliers operate in a very competitive marketplace and prices may vary from one company to another.

In addition, propane companies can offer many services and programs to their customers. At times, the cost of some of these services and programs may be included in the price of the propane. Full-service propane providers will normally be slightly more expensive than companies that provide limited or no additional services or programs.

Some companies may not include the cost of services and programs in the price of the propane, but may have add-on costs for these options. These costs may be in the form of tank lease fees, minimum usage fees, refund policy, delivery charges, penalties for exiting a contract, etc. It is up to each consumer to take the time to educate themselves as to the options and charges offered by each propane company they are considering.

As you can see, the price of the propane is only one step in evaluating a propane company.

It is a common practice for most gas companies to request a credit application from customers or potential customers. If credit is approved, credit limits are generally one gas delivery, which means the previous delivery must be paid before another delivery is made. You will have a variety of payment options including budget billing pay-as-you-go monthly billing and auto-debit. Applicants whose credit has not been approved will be required to pay cash on delivery.

Yes, there are a number of resources available if your household qualifies. Contact the Department of Human Services (DHS) or Low Income Housing Energy Assistance Program (LIHEAP). These federally funded programs may be able to assist you in paying for propane gas. Make sure you choose a supplier that accepts these programs.

We charge a hazmat fee to help cover the costs of complying with state and federal regulations that ensure the safe handling and distribution of hazardous materials, including propane. These regulations are essential for keeping our customers and communities safe and ensuring we remain compliant with DOT standards.

The fee supports expenses related to driver training, vehicle inspections, safety systems, and ongoing regulatory requirements. These standards have steadily increased since 9/11, and we are committed to maintaining compliance, even as many in the industry fall behind.

Key Compliance Areas Include:

DOT: Driver hours restrictions, annual inspections, remote vehicle shutdown systems, and hazardous material training.
OSHA: Updated workplace safety requirements.
DHS: Homeland security screening and site-specific planning.
EPA & NFPA: Environmental compliance and updated safety codes.
Our commitment to these standards helps us provide you with safe, reliable service.

• Budget billing – A regular payment based on your usage and average price automatically comes out of your bank account on a monthly basis, allowing you to spread the total annual cost of your propane over 12 months. Paying this way means that you can spread your energy costs evenly throughout the year.
• Contract / pre-purchase – We offer a propane pre-purchase program each year, allowing our customers to reserve their propane at a fixed price!
• Pay as you go – Non-budget, pay-as-you-go customers will receive a meter ticket invoice at the time of delivery and a statement at the end of each month.
• E-billing and online account access – E-statements and invoices are not only quick and easy, but they also reduce carbon emissions and eliminate the need to recycle envelopes and bills.
• Account management services allow you to manage your contact information, pay your bill, print invoices, and review your account history from the comfort of your home, day or night!

• At Hicksgas, we’ll always make sure you’re adequately stocked up and have all the fuel you need to power your house 365 days a year.
  Auto Route – Our Automatic Route Delivery is a worry-free, cost-effective system that monitors weather conditions and calculates your individual gas usage to determine and alert us when your tank needs to be filled. Don’t worry about watching your tank gauge – that is our job!
• Will Call – Would you rather keep an eye on your fuel levels yourself? Fine by us, too! With our Will Call service, you’re responsible for calling us to place an order. We require a 7 working day notice for delivery, so please let us know when the tank gets to about 30% full.

Automatic Route Delivery is the most worry-free and cost-effective delivery system for a propane customer. Avoid the risk of running out of gas, because we maintain your propane supply year-round, FOR FREE! Gone are the days of checking your tank gauge or scrambling to place orders.

Your deliveries are scheduled using advanced calculations that measure daily temperatures in your area, your usage history, an estimate of your own future usage as well as other factors to determine when the next delivery will be needed. Depending on your tank size and usage, we offer wireless tank monitoring systems for added convenience. Your tank “phones home” so we always know when you need propane and schedule your deliveries accordingly.

Start enjoying the carefree feeling our Auto Route service provides, knowing that your energy supplies are there when you need them.

No! Hicksgas offers Auto Route Delivery for FREE! Being an Auto Route customer can even save you money! We’ll schedule your fill at the optimum time through our state-of-the-art tracking system, so you never need to worry about out-of-gas fees or costly system checks.

We use a state-of-the-art tracking system that monitors weather conditions and then calculates your gas usage to determine when your tank needs to be filled.

Depending on your tank size and usage, we offer wireless tank monitoring systems for added convenience. Your tank “phones home” so we always know when you need propane and schedule your deliveries accordingly.

If you are an Automatic Route Delivery customer, Hicksgas will know when to fill your tank(s). We monitor weather conditions and your usage history and fill your tank accordingly.

If you are a Will Call customer, you are responsible for monitoring the amount of propane in the tank and calling us to have propane delivered. We require 7 working days notice for delivery, so please let us know when the tank gets to about 30% full.

Letting your tank run completely out of gas is not only unsafe, but you may incur additional charges for an out-of-gas call.

Most propane companies have some type of formal agreement. The content of these agreements varies a great deal from company to company. It is highly recommended that you as the customer, thoroughly read and understand all of the contract terms.

Ask to see the company’s contract before you agree to the installation of a propane tank. Look for the fine print details. They could contain information about penalties or add-on charges.

Please contact us before or shortly after closing to establish service in your name. We’ll walk you through the setup process and answer any questions about the system or delivery schedule.

Typically, we will need:

• Property address
• Closing or move-in date
• Contact information
• Billing information
• Appliance information (if available)

In many cases, yes. Remaining propane is often negotiated between the buyer and seller during closing.

In most cases, yes — however, some situations may require:

• An account setup
• Safety inspection
• Leak check
• Service interruption inspection

Our team can explain any requirements specific to your property.

Depending on the situation, an adult over 18 may need to be present for certain inspections or service visits.

If the tank has run out of gas or lost pressure, a leak check and system inspection may be required before service can safely resume.

Automatic Delivery (Keep Full)

• We monitor usage and schedule deliveries automatically.
• Helps reduce the risk of running out of gas.
• Tank monitors may be available in some areas.

Will Call Delivery

• You monitor your tank level and contact us when fuel is needed.
• We typically recommend ordering around 30%.

For Will Call customers, we recommend placing an order when your tank reaches approximately 30% to help avoid delays or running out of gas.

No problem! Our team is happy to explain:

• Tank ownership
• Tank gauge readings
• Appliance usage
• Delivery options
• Safety information
• Billing plans and pricing programs

Yes, in many cases we can coordinate account setup around your closing timeline.

Charges are typically the responsibility of the active account holder until service is transferred or finalized.

Our Customer Care Team is happy to help guide you through the process and make your propane transition as easy as possible.

If your new home is within our service area, we’d love the opportunity to continue serving you.

Please contact us as soon as possible to let us know your move-out date. This helps us coordinate final billing, account updates, and service transfer information for the new homeowner.

We recommend contacting us at least 7–14 days before closing or your move-out date whenever possible.

No. The new homeowner will need to contact us directly to establish service in their name. We can help make the transition as smooth as possible once we receive the appropriate information.

Helpful information includes:

• Your move-out or closing date
• Property address
• Forwarding address
• Best contact number
• Buyer or realtor contact information (if available)

This depends on tank ownership and your sales agreement.

In many cases:

• The propane remaining in the tank is negotiated between the buyer and seller during closing.
• Your closing attorney or realtor may help coordinate reimbursement for remaining propane.

We recommend discussing this during the home sale process.

Yes. Once your account is finalized, you may receive:

• A final invoice for remaining charges, or
• A refund if there is a credit balance on the account

No. Please leave all propane appliances and equipment connected unless instructed otherwise by a licensed professional.

Please let us know if the property will be vacant after closing so we can note the account appropriately and discuss any service considerations.

If the tank is owned by the propane provider, it typically remains at the property to continue servicing the home.

If your new home is within our service area, we’d love the opportunity to continue serving you.

Although propane prices fluctuate with the market, propane can represent a significant savings over the cost of electricity. According to the U.S. Department of Energy, it could cost up to twice as much to operate your range, water heater, dryer or furnace with electricity.

In addition to the cost savings, propane enjoys an unusually high comfort value. Propane gas furnaces and heaters provide faster, more consistent warm air throughout your home and have a longer average life span of 20 years vs. the 12-year average life span of an electric heat pump.

Gas water heaters heat water faster, recover faster and have a significantly longer lifespan than electric water heaters.

When cooking with gas, it is really hard to beat propane’s even temperature and immediate heat!

Small propane cylinders such as the ones used on gas grills or RVs are usually owned by the consumer. These cylinders are portable and normally taken to be refilled at a propane refilling station or can be exchanged at a propane cylinder exchange cabinet.

Most large stationary tanks are owned by the propane company that provides service to the property and are leased or on loan to the customer. It is illegal for propane to be put into or taken out of a propane tank without the tank owner’s permission. The propane company is responsible for maintaining their tank.

Customers who own their propane tanks are responsible for tank and gas system maintenance to ensure the tank’s continued suitability for storing propane safely. Tank owners can elect not to contract with any one supplier and have the opportunity to purchase propane from different companies if they choose. However, if a shortage of propane occurs, they may have difficulty finding a supplier with available product.