FAQ: Preferred Payment Plans

• Preferred Payment Plan (Budget).  Keep Full customers can choose to go on our Preferred Payment Plan which locks in pricing for a certain amount of propane for the winter season at a set price.  The Preferred Payment Plan establishes a set monthly payment for 11 months from July through May with an adjustment dependent on actual propane consumption at the end of the Preferred Payment Plan.  
• Pre-Pay Plan.  This plan allows a customer to pay 100% in advance for their expected propane needs at a reduced price from our Preferred Payment Plan price.
• Keep-Full Plan.  Qualifying customers can elect to keep accounts on a keep-full status.  This allows our drivers to fill tanks regularly while they drive their routes.  It greatly reduces the risk of running out of propane when it is needed most.   Customers pay market-price for propane at the time the driver delivers, however, the customer will receive the Co-Alliance Keep-Full Plan discounted price.
• Call-In Plan.  A customer can choose to be a Call-In customer.  Call-In customers will purchase propane at market-price at the time it is ordered.  Customers using this plan must keep in mind the price of propane fluctuates daily similarly to how gasoline pricing fluctuates at the gas pump.  This plan requires the customer to self-monitor their propane level and call in giving our drivers enough time to fill the tank to avoid additional fees.

What type of discounts do you offer for your propane programs?

• Keep-Full – customer saves 20 cents per gallon;
• Customer owned tank versus a Co-Alliance owned tank – customer saves 8 cents per gallon if customer owns their own tank and can show proof of ownership;
• Cash Discount – customer saves 4 cents per gallon if account balance is paid within ten days of propane delivery;
• Summer Fill – customers that fill their propane tanks in the moths of June, July or August save an additional 5 cents per gallon.  Customers have sometimes asked why I would take delivery of propane in the summer when I don’t really need fuel.  Normally this is when propane demand is the lowest and therefore has the lowest market price in addition to the Co-Alliance summer-fill discount.

What is your Out of Gas Policy?

On a Will-Call or Cash on Delivery (COD) account there will be fees charged during normal business hours and additional fees charged after 5:00 p.m. or on weekends or holidays.

When a propane system is completely out of fuel, the National Propane Gas Association requires a pressure and leak test be performed.  There is a fee for completion of the pressure and leak check each time a customer allows their tank to run out.  In the rare event a Keep-Full customer would run out, there would still need to be a pressure and leak check completed, however, there would be no charge to the customer for this test.  In addition, a person 18 years of age or older MUST be at the customer’s home to allow our propane specialist inside the home to perform the pressure and leak test. If someone is not at home when the test has been scheduled, the propane tank will NOT be filled, a trip fee will be charged, and the pressure and leak test will have to be rescheduled.

When is a propane system pressure and leak check required?

• Any interruption in propane service
• Any occupancy change at the residence
• Propane systems that have run completely out of gas
• Propane systems that have a suspected or reported leak
• Following an installation of a new propane appliance

What customer accounts will be charged for a pressure and leak test pursuant to National Propane Gas Association Guidelines?

• Propane systems that have run completely out of gas on Will-Call or COD programs
• Propane systems that have a suspected or reported leak caused by customer

What customer accounts will NOT be charged for a pressure and leak test if they run out of propane?

• New customers
• New tank sets at residences with already existing system, for example if you add a second tank to heat your pool or workshop a pressure and leak test charge will not be assessed
• Preferred Payment Plan and Keep-Full customers.  On the rare event that one of our Preferred Payment Plan or Keep-Full customer would run out of propane, there would be a pressure and leak check completed at no charge to the customer
• Keep-Full customers who run out of gas
• Every five years a Co-Alliance propane specialist must check a customer’s propane system.  A person will have to be present at the customer’s home to allow for an in-house inspection, and a pressure and leak fee will not be charged for this visit.

Where can I find safety information about propane?

Safety information can be found in many places such as:

• At this website under our safety section
• www.propane101.com
• In the new Co-Alliance customer packet mailed to new propane customers
• Annually we mail a propane safety packet to each current customer
• If you would like to have safety material mailed to you, please contact us at 800-525-0272 and we will be happy to provide that information

What are parts of a propane system?   

There are three main parts:

1. Tank or cylinder where propane is stored and where main shut-off valve is located
2. Regulators to control pressure between tank and appliance(s)
3. Piping to carry propane between tank and appliance(s)

What are my initial expenses for signing up for propane?

If your annual use estimates align with our free tank to new customer program, there will be no initial expense to start propane service with Co-Alliance except of course for the cost of the propane.  Keep in mind as a new Keep-Full customer you will receive 50 gallons of propane for free!

Will Co-Alliance provide a tank for new customers free of charge?

Yes, Co-Alliance will provide new customers a Co-Alliance owned tank whose size will be determined by our employees based upon the anticipated yearly usage:

1. 325 gallon tank – for homes estimated to use between 400-800 gallons of propane yearly
2. 500 gallon tank – for homes estimated to use between 500-2000 gallons of propane yearly
3. 1000 gallon tank – for homes estimated to use in excess of 2000 gallons of propane yearly

If I don’t use as much propane as estimated, will Co-Alliance charge for the use of the propane tank?

Not necessarily.  Co-Alliance does promote conservation, however, there could be a $100 annual fee if minimum annual purchases are not made for a Co-Alliance supplied tank.  Minimum required purchases are 400 gallons for a 500 gallon tank or smaller and 2,000 gallons for a 1,000 gallon tank.

If I find propane cheaper can I switch service providers and have them provide propane in my Co-Alliance owned tank?

It is your right to switch propane service providers.  However, if you have a Co-Alliance owned propane tank at your home, you can NOT have another service provider fill or pump out of a Co-Alliance owned tank.  You should contact us and let us know that you would like to discontinue service with Co-Alliance, our employees will retrieve our owned propane tank and you can have the new propane supplier place their own tank on your property.  Any remaining propane in the tank at the time of pick up will be pumped out and credited back to the customer less any charges or fees.

How can I pay my bill?

1. Pay your bill online.
2. Mail-in your payment or visit our company headquarters at  5250 E US Hwy 36, Bldg. 1000; Avon, IN 46123
3. Call-in your payment to 1-800-525-0272
4. Pay your bill at one of our local community offices or at the company headquarters
5. Accepted forms of payment include cash, EFT, check and credit cards (Visa and MasterCard).

Can I get a buried propane tank?

Yes, you can request a buried tank.  Depending on your area there may be special permits required.  If you choose the buried tank option, you will need to purchase the tank, and there will be fees for the tank to be buried.

If  I sell my house what should I do about my tank and propane in the tank?

Ownership of the tank and who owns the propane inside the tank at time of sale should be clarified in the real estate contract.  If the seller does not own the tank, make sure the buyer knows this so it does not become an issue after the sale.  Also, as a seller or buyer of real estate where propane is involved, please contact Co-Alliance and let us know of the change in ownership, so we can take care of the account and make sure proper account transfers and/or credits can be applied.  Please be prepared that the first thing our employees will request is a copy of the contract for sale of real estate.  As a seller, please share Co-Alliance contact information with the new buyer so we can have them complete a new customer packet and provide them propane safety information.  If the propane in the Co-Alliance tank is not included in the sale of the property, the seller should notify Co-Alliance and we will come out and lock the tank out and credit the customer.

I just bought a house with a propane tank with a Co-Alliance sticker; can I assume that I now own the tank at the property?

No typically if a propane tank is stickered by a propane provider, it is a good indication the tank is owned by that company.  Our employees will ask you for a copy of the real estate sales contract so it can be determined what agreement seller and buyer reached about the propane located inside the tank.  If the real estate contract is silent as to the actual propane, then the propane that is inside the tank is considered part of the real estate sale.  However, if the homeowner did not actually own the propane tank, the tank remains the tank owner’s property, as the prior real estate owner cannot sell something they never actually owned.  A propane pressure and leak check will need to be completed with the change in occupancy at the home.

If a tank does not have a company sticker does that mean that the prior homeowner owned the tank?

Not necessarily.  Sometimes identifying stickers fall off of propane tanks due to years being out in the elements.  There is a serial number typically located under the dome of the tank.  Please provide that information as well as prior real estate owners name and we will check our records regarding ownership of the tank.

At what percentage on my gauge should I call for a delivery of propane?

In typical supply conditions we ask that you schedule a delivery when your gauge reads 30% remaining. We also have software that helps us predict based on historical usage when you will need fuel.   However, if we face shortened supply of propane we may request you wait until your gauge reads a lower percentage before you request a refill.  If you are a Call-In customer and request a delivery faster than forty-eight (48) business hours from your route day for a refill of propane you may be subject to an emergency delivery fee.

Is there a minimum amount of propane that will be delivered to my home?

Yes in typical supply situations our minimum amount to deliver is 200 gallons, however, depending on propane supply Co-Alliance reserves the right to increase or decrease this policy.

How much propane might I use in a given year to heat my home?

There are a lot of factors that impact the answer to this question such as how well insulated a home may be, winter temperatures, thermostat setting etc… but as a general rule of thumb, customers can take the square footage of their home and divide that by 2 to get a rough estimate of propane gallons used in a typical winter for home heat.  Therefore a 2000 square foot home, whose only use for propane is home heat could expect to use approximately 1000 gallons of propane.

What does propane smell like?

Naturally propane has no smell.  However, for safety the industry has added Ethyl Mercaptan to propane to alert users if they have a leak.  It has been said to be a “strongly disagreeable” odor that smells to some like leeks, onions, cooked cabbage or rotten eggs.

What should I do if I smell propane in or around my home?

You should immediately vacate the premises, and get a safe distance from the home.  You should call 911 and also contact Co-Alliance at 800-525-0272.

Are there rebate programs for new appliances?

Yes, there are rebate programs offered periodically through the Indiana Propane Gas Association. Check out http://www.indianapropane.com/safe-appliance-rebates

Where are Co-Alliance’s Propane Locations?

Indiana:

• Avon (800) 525-0272
• Argos (574) 780-0025
• Bainbridge  765-522-2800 /  800-621-3697
• Chalmers   219-984-5353  /  800-962-8406
• Flora   574-967-4166 / 800-232-6674
• Frankfort 765-654-6150 / 888-833-3553
• Grant Co 765-922-7910 / 765-675-5342
• Valparaiso 219-733-1356
• Lebanon   765-482-5600
• Martinsville 765-342-3335 / 800-700-7503
• Stilesville 317-539-2525 / 800-253-4485
• Tipton 765-675-7529 / 800-382-3835
• Quincy 765-522-2800  / 800-621-3697

Michigan:

• Buchanan 269-695-6823 / 800-477-7860
• Schoolcraft 269-679-5226 / 800-477-7860

Ohio:

• Zanesville 740-452-6326 / 800-456-8178