Frequently Asked Questions

Yes. When properly installed, maintained, and used, propane is a safe and reliable energy source. Pacer Propane conducts a comprehensive gas system inspection and provides homeowners with important information about the safe operation and maintenance of their propane equipment.

Propane is also nontoxic and will not contaminate soil or groundwater if released because it vaporizes and dissipates into the air. Like any fuel, however, propane must be handled properly and all recommended safety precautions should be followed.

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 to have a “Propane Users Safety Guide” mailed to you, and share this information with everyone in your household.

• If you smell propane or suspect a gas leak, act immediately:

  1. Extinguish flames and avoid sparks. Immediately put out all smoking materials and open flames. Do not light matches, operate appliances, use telephones or cell phones, or turn electrical switches or lights on or off. Any flame or spark could ignite the propane.
  2. Leave the area immediately. Get everyone out of the building and safely away from the suspected leak and all propane equipment.
  3. Shut off the propane supply only if it is safe. Once outside, close the main supply valve on the propane tank by turning it clockwise to the right. Do not approach the tank if you suspect the leak is near the tank or it is otherwise unsafe to do so.
  4. Report the leak from a safe location. From a neighbor’s home or another nearby building away from the suspected leak, call Pacer Propane immediately. If you cannot reach us, call 911 or your local fire department.
  5. Do not return to the area until Pacer Propane, an emergency responder, or a qualified service technician has determined that it is safe.
  6. Have the entire propane system inspected. A qualified service technician must locate and repair any leak, check the complete propane system and appliances, safely restore the propane supply, and relight pilot lights as needed.

  Never attempt to locate a propane leak with an open flame, repair propane equipment yourself, or turn the propane supply back on yourself.

Yes. If you smell gas or suspect a propane leak, turn off the main gas supply valve only if it is safe to approach the tank and you do not believe the leak is coming from the tank itself.

Open the tank lid and turn the main valve clockwise—to the right—until it is completely closed. Then leave the area and call Pacer Propane, 911, or your local fire department from a safe location.

Do not attempt to turn the propane back on yourself. A qualified propane professional must inspect the system and confirm it is safe before service is restored or appliances are used again.

No. If your propane supply has been shut off or your tank has run out of gas, do not turn it back on yourself.

Contact Pacer Propane to have a qualified service technician restore your service. Before turning the propane back on, the technician must inspect the system and perform a leak check. They will also make sure pilot lights are safely relit and your propane appliances are operating properly.

Turning the gas on without the required safety inspection could allow propane to accumulate and create a risk of fire, explosion, serious injury, or property damage.

You may relight a pilot light only if you do not smell propane and can follow the appliance manufacturer’s instructions exactly.

Do not attempt to relight it if:

• You smell gas or suspect a propane leak
• Your tank has run out of propane or the gas supply was shut off
• The pilot light is difficult to light or repeatedly goes out
• You are unsure how to relight it safely

In these situations, turn off the appliance and contact Pacer Propane or a qualified service technician. Never attempt to troubleshoot or repair a pilot light or release air from a propane line yourself.

Propane prices can vary based on several factors, including wholesale fuel costs, transportation and delivery expenses, geographic location, seasonal demand, and the amount of propane purchased.

Suppliers may also structure their pricing differently depending on delivery frequency, tank ownership, payment programs, service plans, and account requirements. When comparing propane companies, consider the complete value—not just the price per gallon. Reliable deliveries, responsive customer service, safety expertise, and transparent pricing all play an important role in choosing the right propane provider.

Some propane companies may require a credit application, particularly for customers who want to receive deliveries and pay later. Credit approval helps determine available payment terms and whether a deposit or other payment arrangement may be required.

Customers who choose prepayment, AutoPay, or another approved payment option may have different requirements. Pacer Propane will explain any credit, deposit, or payment requirements before your service begins.

Financial assistance may be available to eligible households through the Low Income Home Energy Assistance Program (LIHEAP) and other state or local energy-assistance programs. Eligibility, funding, application periods, and benefits vary by location and household circumstances.

Contact your local energy-assistance agency to learn about available programs and application requirements. Pacer Propane can provide account information or documentation needed to support your application.

The hazmat fee helps offset the costs of complying with federal, state, and local regulations governing the safe storage, handling, transportation, and delivery of propane.

These requirements include specialized driver training, vehicle inspections, hours-of-service compliance, hazardous-material licensing, safety and security systems, workplace protections, environmental standards, emergency planning, and ongoing regulatory reporting.

Pacer Propane follows requirements and safety standards established by agencies and organizations such as the U.S. Department of Transportation, Occupational Safety and Health Administration, Department of Homeland Security, Environmental Protection Agency, and National Fire Protection Association.

The fee is separate from the cost of propane and helps support the equipment, training, inspections, and safety programs necessary to protect our customers, employees, and communities while providing safe, reliable propane service.

Pacer Propane offers several convenient ways to manage your propane costs. You can pay through your secure online account, enroll in AutoPay for automatic payments, or choose Budget Billing to spread your estimated annual propane expenses into more predictable monthly payments.

We also offer a propane pre-purchase program that allows eligible customers to purchase propane in advance at a set price for the upcoming heating season.

Additional payment methods may include payment by phone, mail, or through your local Pacer Propane office. Contact our team to learn more about available options, enrollment requirements, and which program may be right for you.

Pacer Propane accepts several convenient forms of payment, including:

Credit and debit cards
Bank account payments
Personal checks and money orders
Cash payments at local Pacer Propane offices

Online payments can be made securely through your Pacer Propane account.

Pacer Propane offers two convenient delivery options:

Automatic Delivery
We monitor your estimated propane usage and local weather conditions, then schedule deliveries automatically before your tank is expected to run low.

Will Call Delivery
You monitor your tank level and contact us when you need propane. Orders should be placed well in advance to allow for normal delivery times, seasonal demand, and possible weather-related delays.

Our team can help you choose the option that best fits your household’s propane usage and preferences.

Automatic Delivery Service takes the work out of managing your propane supply. Pacer Propane monitors your estimated fuel usage and local weather conditions to determine when your tank may need a refill, then schedules your delivery automatically.

You do not need to monitor your tank gauge or place an order each time you need propane. Automatic Delivery provides added convenience and helps reduce the risk of running low, especially during periods of heavy use or cold weather.

No. Automatic Delivery is a convenient way to manage your propane supply and does not typically carry an additional enrollment fee. You pay for the propane delivered to your tank, along with any standard charges that apply to your account.

Because deliveries are scheduled before your tank gets too low, Automatic Delivery may also help you avoid the additional fees that can result from running out of propane.

Pacer Propane uses your delivery history, estimated propane usage, tank size, and local weather conditions to predict when your tank will need to be refilled. When our system estimates that your propane level is approaching the delivery point, we automatically schedule your next delivery.

Because changes in household usage can affect these estimates, please contact us if you add a propane appliance, increase your heating needs, or expect to be away from home for an extended period.

If you are an Automatic Route Delivery customer, Pacer Propane 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

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.

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.

Propane offers several advantages for homeowners, particularly for heating, hot water, cooking, and backup power:

• Faster, more consistent heating: Propane furnaces typically deliver warmer air than electric heat pumps, helping homes feel comfortable more quickly during cold weather.
• Efficient water heating: Propane water heaters can heat water faster and recover more quickly than many electric models.
• Greater cooking control: Propane ranges provide immediate heat and precise temperature adjustments preferred by many home cooks.
• Reliable energy storage: Propane is stored on your property, providing a dependable energy supply that is not tied directly to the electric grid.
• Versatile whole-home energy: Propane can power furnaces, water heaters, fireplaces, generators, dryers, outdoor kitchens, and other appliances.
• Potential operating savings: Depending on local energy prices, climate, equipment efficiency, and household usage, propane may cost less to operate than electricity for certain applications.

The best energy choice depends on your home, location, and usage. Pacer Propane can help you explore propane options that support your comfort, efficiency, and energy needs.

Not necessarily. Small propane cylinders, such as those used for grills or RVs, are typically customer-owned and can be refilled or exchanged at participating locations.

Larger stationary tanks are often owned by the propane supplier and leased or provided for the customer’s use. When the propane company owns the tank, it is generally responsible for tank maintenance, and only the tank owner or an authorized supplier may fill or remove propane from it.

Customers who own their tanks are responsible for maintaining the tank and propane system and ensuring the equipment remains safe and suitable for use. Tank ownership may also allow customers to purchase propane from different suppliers, although product availability and service options can vary, particularly during periods of high demand or supply shortages.

Pacer Propane can explain the tank ownership and leasing options available for your property.