FAQ

Efficient, affordable propane for your home.

I SMELL A STRONG ORDER OF PROPANE IN MY HOME, WHAT SHOULD I DO?

LEAVE THE BUILDING, GO OUTSIDE AND TURN OFF TANK(S), AND CALL KEYSTONE PROPANE (800-598-5047)

MY HEATER OR FIREPLACE WON’T LIGHT, OR STAY LIT.

IN MOST CASES IT IS A DIRTY PILOT TUBE. YOU SHOULD SEE YOUR MANUAL FOR DETAILED DIRECTIONS ON LIGHTING YOUR UNIT. IF STILL NOT WORKING, CALL TO SET UP A SERVICE DATE.

REMOTE CONTROL WON’T WORK PROPERLY.

REPLACE BATTERIES, AND RE-SYNC REMOTE TO TRANSMITTER. FOLLOW OWNER’S MANUAL FOR DETAILS.

I WANT TO SIGN UP FOR AUTO-PAY, WHAT DO I NEED TO DO?

CALL 800-598-5047 AND ONE OF OUR STAFF MEMBERS WILL HELP EXPLAIN OUR AUTO-PAY PROGRAM.

NOT SURE HOW MUCH FUEL IS IN MY TANK, WHEN DO I CALL FOR A DELIVERY?

ALL KEYSTONE PROPANE CUSTOMERS ARE SCHEDULED ACCORDING TO USAGE. HOWEVER, ANYTIME YOUR GAUGE GETS TO 30% YOU SHOULD CONTACT OUR OFFICE AS SOON AS POSSIBLE TO SCHEDULE A DELIVERY.

IF I HAVE AN EMERGENCY SITUATION ARISE, WHAT DO I DO?

EMERGENCY SERVICE IS AVAILABLE 24 HOURS A DAY, 7 DAYS A WEEK BY CALLING 800-598-5047. A SERVICE TECH WILL CALL YOU BACK IMMEDIATELY.

I REVIEWED MY BILL, I SEE A CHARGE FOR A MINIMUM BILLING, WHAT IS THIS FOR?

THERE IS A MINIMUM BILL OF $84 FOR ONCE A YEAR FILL ACCOUNTS.

SHOULD I SIGN UP FOR THE PRE-BUY PROGRAM?

The Pre-Buy Program allows you to purchase a minimum of 500 gallons of propane to use from October 1st - May 31st. This allows you to lock in the price you pay for these gallons. The program will be available on August 1st through September 30th each year on the Customer Portal and the Mobile App

IS A MONITOR FOR MY TANK REQUIRED?

ALL NEW ACCOUNTS WILL BE REQUIRED TO HAVE A MONITOR INSTALLED WITH ALL NEW TANK SETS. WE ALSO RECOMMEND IF YOU HAVE A TANK THAT IS FOR A SECOND HOME, OR IF YOU SPEND WINTER MONTHS AWAY YOU WOULD BE BEST SERVED KNOWING YOU HOME IS BEING MONITORED IN YOUR ABSENCE.

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