Frequently Asked Questions

Is Hometowne Energy part of Campbell Oil Company?

Yes. Hometowne Energy is part of family-owned Campbell Oil Company. Our local team serves our neighbors with the added resources and expanded service capabilities of our parent company.

What services does Hometowne Energy provide?

Our services include home heating oil and propane delivery, heating and cooling installation and repair, water heaters, generators, and equipment maintenance. We also offer commercial fuel solutions and access to additional lubricant, dealer, equipment, and aviation services through the Campbell family of companies.

Where does Hometowne Energy provide service?

We serve communities throughout Western New York and the Finger Lakes, including areas around Rochester, Brockport, Newark, and Penn Yan. Delivery and equipment service coverage vary by location. Contact us with your ZIP code and the service you need to confirm availability.

How do I become a Hometowne Energy customer?

Contact our team or complete our new customer inquiry form. Tell us your location, the products or services you need, and any information about your existing equipment. We’ll explain account setup and the next steps.

Can I switch to Hometowne Energy from another provider?

Yes. We can help you explore switching fuel delivery or equipment service providers. Our team will review your equipment, tank ownership, and service needs to explain your options.

How can I contact my local office?

Use our Contact page to find your local office’s phone number and location. For routine inquiries, you can also submit our online contact form. Call directly for emergencies or time-sensitive requests.
Do you deliver home heating oil in Western New York?

Yes. We deliver home heating oil throughout our Western New York and Finger Lakes service area. Contact us with your address to confirm delivery availability.

Is heating oil the same as fuel oil?

“Home heating oil” and “fuel oil” commonly describe the liquid fuel used in oil-fired furnaces and boilers. When requesting delivery, tell us your equipment type so we can confirm the appropriate product.

What is the difference between automatic delivery and will-call delivery?

With automatic delivery, we use your heating history and weather conditions to help plan deliveries. With will-call delivery, you monitor your tank and contact us when you need fuel. Let us know about changes in occupancy or fuel use that could affect your delivery needs.

When should I order more heating oil?

Will-call customers should request delivery before their tank falls below 30% full. Order earlier when severe weather or increased usage is expected. If you are already very low or out of fuel, call your local office directly.

What should I do if I run out of heating oil?

Call your local office and explain that your tank is empty. We’ll discuss delivery availability and whether your heating system needs service before restarting. Avoid repeatedly pressing the burner’s reset button.

Do you service oil furnaces, boilers, and burners?

Yes. Our heating services include maintenance and repair for oil-fired furnaces, boilers, and burners. We also offer replacement equipment and annual maintenance options.
What can propane power at my home?

Propane can supply compatible heating systems, water heaters, ranges, clothes dryers, fireplaces, standby generators, and outdoor appliances. Our team can review your equipment and help plan your propane supply.

How do I start propane service?

Contact us with your address and information about your propane appliances and tank. We’ll review your setup, discuss delivery options, and identify any inspections or installation work needed before service begins.

Can you deliver to a propane tank I already own?

Contact us to arrange a review of your tank and system. Delivery eligibility depends on ownership, equipment condition, location, and applicable safety requirements.

Can I switch providers if my propane tank is leased?

A leased tank generally belongs to the current supplier. Before changing providers, review your existing agreement. We can discuss replacement tank options and help you understand the steps involved in switching.

Do you install propane tanks?

Yes. We offer propane tank installation services. Our team will assess your appliances, expected fuel use, site access, and placement requirements to recommend an appropriate setup.

What size propane tank do I need?

The right tank size depends on your appliances, heating demand, property, and delivery access. A home using propane for whole-house heating will have different requirements from one using it only for cooking or hot water.

How often will I need propane delivery?

Delivery frequency depends on tank size, appliance use, weather, and occupancy. We’ll help you choose a delivery approach suited to your needs rather than relying on a fixed refill schedule.

Is propane tank monitoring available?

Yes. Wireless propane tank monitoring provides visibility into your tank level and helps support delivery planning. Ask about equipment compatibility, availability, and any applicable charges.

What should I do if my propane tank runs empty?

Call your propane supplier directly. Do not attempt to restore service or relight appliances yourself. A qualified professional must check the system and complete the required safety procedures before propane service resumes.

What should I do if I smell propane?

Leave the building or affected area immediately. Avoid flames, electrical switches, appliances, and phones in the affected area. From a safe location, call your propane supplier. If you cannot reach them, call 911 or your fire department. Do not return until an emergency responder or qualified professional says it is safe. Have the system checked before using it again.
What heating and cooling equipment do you install and service?

We install and service furnaces, boilers, heat pumps, central air conditioning, ductless mini-splits, and water heaters. Contact us to confirm support for your equipment and location.

Do you work on oil, propane, and natural gas heating systems?

Yes. Our home comfort services include oil, propane, and natural gas heating equipment. Tell us your fuel type and equipment model when requesting service.

Can you repair my system, or will I need a replacement?

That depends on the equipment’s condition, the problem, and available parts. A technician can evaluate your system, explain repair options, and discuss replacement when appropriate.

Do you install heat pumps and ductless mini-splits?

Yes. We can help you evaluate heat pump and ductless mini-split options for your home’s heating and cooling needs.

Do you install and repair water heaters?

Yes. We provide water heater installation, maintenance, and repair services. Contact us with your equipment type and the issue you’re experiencing to confirm service availability.

When should I schedule heating or cooling maintenance?

Plan maintenance before your system’s busiest season whenever possible. If you have a maintenance agreement, follow its scheduling requirements so your appointment qualifies for the included benefits.

Is emergency no-heat service available?

Emergency no-heat service is available to eligible customers under the applicable account or plan terms. Call your local office directly so we can assess your situation and explain available assistance.

Are financing or equipment rebates available?

Ask our team about current financing options and rebates for your proposed installation. Availability depends on the equipment, program requirements, and any applicable credit approval.
Does Hometowne Energy sell, install, and service generators?

Yes. We provide generator sales, installation, maintenance, and repairs. Our team can help you choose equipment, plan installation, and arrange ongoing care.

Do you use subcontractors for generator installation?

No. Our in-house team handles generator installation without subcontractors. You have one company to contact for questions about the installation, generator, and ongoing service.

Can you perform Generac and Kohler warranty repairs?

Yes. Our certified technicians can perform eligible warranty service on Generac and Kohler generators, with direct access to manufacturer parts and support. Coverage depends on the manufacturer’s warranty and the specific issue.

Does generator installation automatically include manufacturer warranty service?

Installation and warranty repair are different services. A company may install or maintain a generator without being authorized to perform manufacturer warranty repairs. Our certified technicians can handle eligible Generac and Kohler warranty work.

What size standby generator do I need?

Generator sizing depends on the equipment and appliances you want to power, including their starting requirements. We’ll review your priorities and electrical needs to recommend an appropriate system.

Can you maintain a generator installed by someone else?

Contact us with the generator’s brand, model, location, and maintenance history. We’ll review the equipment and confirm whether we can provide maintenance, repairs, or warranty assistance.

What is included in a generator maintenance agreement?

Our agreements include equipment-specific inspections, engine maintenance, battery checks, and electrical testing. Commercial liquid-cooled generator maintenance also includes cooling system checks and transfer testing. Review the applicable agreement for the complete checklist.

Does my generator maintenance agreement include breakdown repairs?

A maintenance agreement covers the maintenance specified in that agreement. It does not automatically include free breakdown repairs. Repair charges, discounts, and manufacturer warranty coverage are handled according to the applicable terms.

Can you also supply propane for my generator?

Yes. We can discuss propane supply, tank requirements, and delivery options for your generator within our propane service area.
What equipment can be enrolled in a maintenance plan?

We offer options for air conditioning, heat pumps, oil furnaces and boilers, propane and natural gas furnaces and boilers, water heaters, and generators. Eligibility depends on equipment qualification and the applicable agreement.

How do I choose the right plan?

Contact us with your equipment type, fuel source, make, and model. We’ll help identify the appropriate plan and explain its maintenance checklist and benefits.

Does my equipment need an inspection before enrollment?

Enrollment may require a technician’s inspection. Any work needed to bring equipment into acceptable condition may involve charges outside the agreement.

Are repairs included or discounted?

Benefits vary by plan. Published brochures include a 20% repair discount, subject to applicable terms. A repair discount does not mean all parts, labor, or emergency visits are included at no charge.

Do I need automatic fuel delivery to qualify?

Some agreements require customers to purchase their fuel from Hometowne Energy on automatic delivery. Ask which requirements apply to your equipment before enrolling.

How do I schedule my annual maintenance?

Call our service team to arrange your appointment. Follow the scheduling window in your agreement, since maintenance performed outside that window may involve additional charges.

Do maintenance agreements renew automatically?

The published general service plan terms provide for annual renewal unless either party gives the required written notice. Review your specific agreement for renewal and cancellation requirements.

Where can I review the terms and conditions?

Visit our Service Plans page to review your equipment brochure and applicable terms. Contact us if you need help understanding included work, exclusions, scheduling, or renewal requirements.
How do I access my Hometowne Energy account?

Select Customer Login on our website to access the Hometowne Energy customer portal. Contact your local office if you need help registering or accessing your account.

Can I request a delivery online?

Existing customers can request eligible deliveries through the customer portal. For an empty tank, urgent fuel need, or equipment emergency, call your local office directly.

Do you offer budget payments?

Yes. Our SmartPay budget program spreads eligible heating fuel costs over monthly payments. Contact us to discuss enrollment, how payments are calculated, and how your account is reconciled.

Can I set up automatic payments or paperless billing?

Yes. AutoPay and paperless billing options are available. Contact our team or review your account options to get started.

Can I lock in my heating fuel price?

Ask about current pre-buy and fuel pricing programs. Availability, enrollment periods, payment requirements, and pricing terms vary by program.

Who should I contact about a bill or account change?

Contact your local office for billing questions, payment assistance, address changes, or updates to your contact information. Have your account number available if possible.
What commercial fuels can I order?

Our commercial fuel offerings include unleaded gasoline, on-road diesel, and off-road diesel. Contact us to confirm the products, delivery quantities, and specifications available for your operation.

Do you deliver fuel to businesses, farms, and construction sites?

Yes. We provide commercial fuel delivery for fleets, farms, construction equipment, and industrial operations within our service area.

What is the difference between tank wagon and transport delivery?

Tank wagon delivery generally serves smaller quantities or locations needing smaller delivery vehicles. Transport delivery supplies larger bulk quantities. We’ll review your storage capacity, usage, and site access to recommend an option.

Can I schedule recurring commercial fuel deliveries?

Yes. We can discuss recurring delivery schedules and on-demand ordering based on your consumption, storage capacity, and operating needs.

Do you provide mobile fleet fueling?

Yes. Mobile fueling, also called wet-hosing, wet-lining, or direct-to-equipment fueling, supplies eligible vehicles and equipment on-site. Contact us to discuss your location and fueling schedule.

How is commercial fuel pricing determined?

Pricing depends on product, volume, location, delivery requirements, and market conditions. Our team can explain the purchasing and pricing options available for your account.

Can you support more than one business location?

Contact us with your locations and estimated volumes. We can review local delivery coverage and additional supply capabilities available through Campbell Oil Company.
What emergency fuel services are available?

We coordinate emergency fuel delivery for businesses, generators, fleets, and equipment during outages, severe weather, and unexpected supply disruptions. Availability depends on location, product, site access, and demand.

What kinds of operations can you support?

Emergency fueling can support healthcare facilities, utilities, data centers, transportation companies, manufacturing sites, farms, and recovery operations.

Is emergency fuel delivery available around the clock?

Our emergency fuel team can be contacted 24/7. Call directly to discuss your location, fuel needs, and delivery availability. Residential no-heat service is handled separately under applicable customer and maintenance plan terms.

How quickly can you deliver emergency fuel?

Timing depends on road conditions, access, available supply, and current demand. Our team will assess your request and communicate the available delivery options.

Can I arrange emergency fuel support before an outage?

Yes. Contact us in advance to discuss your equipment, fuel consumption, storage, and access requirements. Any reserved supply or response commitments must be specified in your agreement.

How do I request emergency fuel?

Call directly with your location, fuel type, estimated quantity, equipment details, and site contact information. Do not submit urgent requests through a website form.
What commercial equipment services are available?

Our combined capabilities include fuel storage equipment, dispensing systems, remote monitoring, and fuel management systems. Contact us with your project location to confirm available installation, maintenance, and repair services.

Can you help with fuel tank installation or leasing?

Yes. We can review tank installation and leasing options based on your product, storage needs, site conditions, and delivery requirements.

What does remote tank monitoring do?

Remote monitoring provides visibility into tank levels to support inventory management and delivery planning. Available features depend on the monitoring equipment and application.

What is a fuel management system?

A fuel management system helps track dispensing activity and manage access to your fueling equipment. Depending on the system, it can record transactions by driver or vehicle and provide usage reports.

Can you maintain or refurbish existing fueling equipment?

Contact our service team with details about your equipment and the work needed. We’ll assess available maintenance, repair, or refurbishment options.
Do you offer a program for gas stations and convenience stores?

Yes. Our dealer capabilities help independent operators explore fuel supply, branding, station reimaging, and business support through Hometowne Energy and Campbell Oil Company.

Can you support branded and unbranded stations?

We can discuss both options. The available program depends on your site, market, supply requirements, and existing agreements.

Which fuel brands are available?

Brand availability varies by location and site qualifications. Contact our dealer team to review the national fuel brands available for your station.

Can you help with station reimaging or improvements?

Yes. We can discuss branding and image improvements, including signage and other site upgrades. The scope depends on the program and your station’s needs.

Is financial support available for qualified dealers?

Qualified sites may have access to image funding or other investment options tied to the applicable program. Our team will explain eligibility and agreement requirements.

How do I explore joining the dealer network?

Contact us with your station location, current brand, estimated fuel volume, and business goals. We’ll review the options and next steps.
Does Hometowne Energy have an aviation division?

Aviation services are provided through the aviation division of our parent company, Campbell Oil Company. We can connect you with that team for aviation fuel supply, equipment, and service inquiries.

What aviation fuels are available?

Campbell’s aviation division supplies Jet-A and 100LL Avgas. The team can confirm product availability and delivery options for your airport or facility.

Who can use your aviation services?

The aviation team works with airports, fixed-base operators, flight schools, corporate aviation operations, and other aviation fuel customers.

Can you help with aviation fueling equipment?

Yes. Through Campbell’s aviation division, we can discuss fuel storage systems, filtration, fuel farm installation, refueler maintenance, and related equipment support.

Where are aviation services available?

Coverage varies by fuel requirement and equipment service. Contact us with your facility’s location so Campbell’s aviation team can confirm available support.

How do I request aviation fuel or equipment assistance?

Contact Hometowne Energy and identify your inquiry as aviation-related. We’ll connect you with Campbell’s aviation team to discuss your facility and requirements.