Frequently Asked Questions

You can reach us through several channels, depending on your needs. We recommend using the appropriate contact for the most direct response.

For General Inquiries, Service & Fuel Orders:

• Main Office Phone: 207-563-3414 
• Toll-Free: 800-649-0626 
• General Inquiries Email: info@colbyandgale.com 
• Fax: 207-563-1814 

For Customers in the Boothbay Region (Boothbay, Boothbay Harbor, East Boothbay, Edgecomb, Southport, Trevett):

• Boothbay Office Phone: 207-315-6616 

For 24/7 Emergency Service:

• Emergency Phone: 800-649-0626
  (Please use this number for urgent situations like no heat or suspected fuel leaks.)

Online Account Management:

• Manage My Account: Existing customers can order fuel, request service, and pay bills online.
• Become a New Customer: You can sign up for service through our online portal.

Colby & Gale provides reliable delivery of several high-quality fuels to meet the diverse needs of both our residential and commercial customers throughout Lincoln and Knox Counties.¹⁴

Our fuel offerings include:

Heating Oil: A stable and powerful source of heat, our #2 heating oil is ideal for keeping Maine homes and businesses warm during the coldest winter months.

• Propane: A clean-burning and versatile fuel, propane can be used for everything from central heating and hot water to cooking, clothes drying, generators, and outdoor living amenities.¹
• Kerosene (K-1): We deliver K-1 kerosene, often used in space heaters and for homes with outdoor fuel tanks.

Diesel: We provide on-road and off-road diesel delivery for commercial and agricultural needs.

Automatic Delivery is our most popular and convenient service, designed to provide you with complete peace of mind. When you enroll, you no longer have to check your fuel gauge or remember to call us for a delivery. Instead, we take on that responsibility for you. Our sophisticated system tracks your past usage patterns and monitors daily weather conditions to accurately predict when your tank is getting low. We then proactively schedule a delivery to ensure your tank is refilled well before you are at risk of running out.

This service is offered at no extra charge and is included with all of our Price Protection Plans. It is the foundation of our full-service customer relationship, as it allows us to provide the most reliable and seamless energy supply possible.

The key benefits of Automatic Delivery include:

• Convenience: It eliminates the need for you to monitor your tank or schedule deliveries, freeing you from one more item on your to-do list.
• Prevention of Run-Outs: You can rest easy knowing you will not come home to a cold house. This also helps you avoid the potential for emergency delivery fees that can occur if you run out of fuel on a weekend or holiday.
• Heating System Protection: Letting a fuel tank run empty can cause condensation and corrosion, which can damage the tank and negatively impact the performance and longevity of your heating system. Automatic Delivery keeps your tank at a healthy level, protecting your equipment.
• Peace of Mind: This service is especially valuable for those who travel during the winter or for seasonal residents who may not be on-site to monitor fuel levels.

By enrolling in Automatic Delivery, you are moving from a simple transactional relationship to a full-service partnership with us, ensuring your home’s comfort is always our top priority.

Yes, you absolutely have the option to manage your own fuel needs. For customers who prefer to monitor their own tank levels and schedule deliveries as needed, we offer “Will-Call” (or on-demand) delivery service. You can easily request a delivery by calling our office during business hours or by using the “order fuel” feature in your online account at any time.

While Will-Call delivery provides flexibility, it’s important to be aware of the responsibilities involved. As a Will-Call customer, you are solely responsible for monitoring your fuel gauge and contacting us to schedule a delivery in advance. We recommend calling for a delivery when your tank gauge reads no lower than one-quarter full to allow ample time for scheduling, especially during peak winter months or periods of inclement weather.It is important to understand the potential trade-offs compared to our Automatic Delivery service. With Will-Call, there is a risk of running out of fuel, which can lead to a no-heat situation and potentially require an after-hours or emergency delivery, which may incur additional fees.  An empty tank can also introduce sediment and moisture into your fuel lines, potentially leading to system malfunctions. For these reasons, while we are happy to provide Will-Call service, we encourage most customers to consider the convenience and security of our complimentary Automatic Delivery service for complete peace of mind.

Remote Propane Tank Monitoring is a specialized service we offer to provide ultimate reliability for critical propane systems, particularly for customers with propane-powered standby generators.

Standard Automatic Delivery is not feasible for generators because their fuel consumption is entirely unpredictable—it depends on the frequency and duration of local power outages, which we cannot forecast. This creates a risk that a generator could run out of fuel during an extended outage when it is needed most.

Our monitoring service solves this problem. We install a wireless monitor directly on your propane tank. This device constantly tracks the fuel level and automatically sends an alert to our office when the tank reaches a predetermined low level. Upon receiving this alert, we promptly schedule a delivery to refill your tank. This proactive system ensures your generator will always have the fuel it needs to protect your home or business during a power outage. This service is a key part of our commitment to providing proactive, problem-solving solutions for our customers’ most critical energy needs.

Yes, we are a full-service propane company, meaning we are your expert partner for everything related to propane, not just delivery. Our team of full-time, professionally trained service technicians handles all aspects of propane system installation and maintenance with a constant emphasis on safety and efficiency.

Our comprehensive propane services include:

• Expert Consultation: A Colby & Gale Energy Advisor will work with you to determine the correct size and type of tank for your specific needs, whether it’s for home heating, a generator, or other appliances. We can help you decide between an above-ground or inground tank installation.
• Professional Installation: Our technicians will professionally install your propane tank and run all necessary piping to connect to your home’s appliances, ensuring the entire system meets the highest safety standards.
• System Maintenance and Service: We provide ongoing maintenance and service for your propane system to keep it operating safely and efficiently for years to come.

Whether you are a new propane customer or looking to upgrade your existing setup, we have the expertise to manage the entire process for you.

It may be time to consider replacing your boiler or furnace if you notice certain key indicators. The most common reasons for an upgrade are the age of the system and declining efficiency. As a general guideline, if your heating system is approaching

20 years of age, it is likely operating far less efficiently than modern units and may be nearing the end of its reliable service life.

Even if your system is not that old, you might consider a replacement if you are experiencing rising fuel bills, uneven heating throughout your home, or an increase in the frequency of service calls and repairs. Upgrading to a new, high-efficiency heating system can provide significant long-term benefits, including substantial savings on your annual fuel costs, improved home comfort and reliability, and a smaller environmental footprint.

Our professionally trained and courteous technicians are skilled in installing a wide variety of modern, high-efficiency heating systems and related equipment.  We work with you to select the best products to fit your home’s needs and your budget.

We professionally install the following systems and components:

• Oil Boiler/Furnaces
• Propane Boiler/Furnaces
• Propane Hot Water Heaters
• Propane Vented and Non-Vented Heaters
• Replacement Oil Tanks
• Propane Piping
• Disconnect & Hook-up for Propane Stoves
• Propane Gas Lights
• Outdoor Kitchens & Heating

Our goal is to provide a complete solution, from the central heating plant to the various appliances that make your home comfortable and functional.

Our installation process is designed to be consultative, transparent, and stress-free, ensuring you get the perfect system for your home. It begins with a free consultation with a Colby & Gale Energy Advisor.

This is a crucial first step. Our Energy Advisor is not just a salesperson; they are a consultant whose goal is to help you make the right long-term energy decisions for your home and budget. They will assess your current system, discuss your heating needs and concerns, and explain the options available to you. This consultative approach can help you choose a system that could save you thousands of dollars in fuel costs over the years.

During this consultation, your Energy Advisor will also provide information on any available manufacturer rebates or government tax credits for installing a new, ultra-efficient system, which can help offset a portion of the initial investment. Once you have made a decision, our team of professionally trained technicians will complete the installation, guaranteeing the job is done right with courtesy and expertise.

Our annual “Clean, Tune & Evaluate” service is the single best way to ensure your heating system runs efficiently, safely, and reliably throughout the heating season. This comprehensive maintenance service goes beyond a basic cleaning to provide a full system health check-up.

Our professionally trained technician will perform the following tasks:

• Clean and vacuum the heat exchanger
• Replace the nozzle and oil filter
• Replace pump screens and air filters (if applicable)
• Perform an efficiency test to measure how effectively your system is converting fuel into heat
• Conduct a thorough system inspection

The most valuable part of this service is the “Evaluate” component. After the service is complete, the technician provides you with an analysis of your system’s condition and professional maintenance suggestions for the coming year.¹⁷ This proactive approach helps you anticipate future needs and budget for potential repairs or upgrades before they become an emergency.The benefits of this annual service are significant: it reduces the risk of unexpected breakdowns, improves energy efficiency to lower your fuel bills, extends the lifespan of your valuable equipment, and ensures your system is operating safely by checking for potential hazards.  We recommend scheduling this service during the spring or summer to ensure your system is in peak condition before the cold weather arrives.

Scheduling routine maintenance or requesting service for your heating system is simple. You have two convenient options:

1. By Phone: You can call our Damariscotta office directly at 207-563-3414 to speak with a customer service representative who will help you schedule an appointment at a time that works for you.
2. Online: If you have a Colby & Gale online account, you can use the “Request Service” feature to submit your request electronically at any time.

For any emergency service, such as a no-heat situation, please do not use the online form. Instead, call our 24/7 emergency service line immediately at 800-649-0626 for an urgent response.

Fuel prices can fluctuate daily based on market conditions. For the most current, up-to-the-minute pricing information for heating oil, propane, or kerosene, we advise you to please call our main office in Damariscotta at 207-563-3414 or our toll-free number at 800-649-0626. Our customer service team will be happy to provide you with the current daily posted rate.

Additionally, for customers ordering fuel through our website, our online portal is designed to provide up-front pricing at the time you place your order, ensuring transparency with every transaction.

Our Price Protection Plans are designed to help you manage your winter heating costs with greater convenience and predictability. In an energy market that can be volatile, these plans protect you from unexpected price spikes and help make budgeting for your heating expenses much easier.

A key feature of all our Price Protection Plans is that they include the convenience of our Automatic Delivery service and the peace of mind that comes with 24/7 access to our emergency service team. This ensures you get a predictable price, a reliable fuel supply without having to call us, and the security of knowing we are always here for you in an emergency.

We offer two excellent Price Protection Plans to fit different household budgeting styles: the Pre-Buy Plan and the Budget Plan. Both plans lock in your fuel price for the season, but they differ in how you pay for your fuel.

• Pre-Buy Plan: With this plan, you purchase your estimated total gallons of fuel for the upcoming heating season in advance, all at once, at a fixed price per gallon. This is a great option for those who prefer to pay for their heating costs upfront and not have to think about them again for the rest of the year.

Budget Plan: This is our most popular plan. We estimate your total annual heating cost at a fixed price and then divide that total into 12 equal, predictable monthly payments. This plan helps you avoid large, unexpected bills during the peak winter months by spreading your heating costs evenly throughout the year.  To help you decide which plan is right for you, the table below provides a clear, side-by-side comparison.

Downside Protection is a valuable feature that offers the best of both worlds, protecting you from both rising and falling fuel prices. It is designed to address the single biggest concern customers have when locking in a fuel price: “What if market prices drop after I’ve locked in my rate?”. Here is how it works: When you are enrolled in a fixed-price plan with Downside Protection for your heating oil or K-1 kerosene, we will check our daily posted price on the day we make an automatic delivery to your home. If our daily price is lower than your locked-in price, we will automatically charge you the lower price.  If our daily price is higher, you remain protected and pay your lower, locked-in rate.

This creates a no-lose scenario for you. You are protected from price increases, but you can also take advantage of price drops.

Downside Protection is included at no additional cost for all customers on our popular Budget Plan. For customers on the Pre-Buy Plan, it is available as an optional feature for an additional fee.

We offer convenient ways for you to pay your bill. The primary method is through your Colby & Gale Online Account. Once you have set up your account, you can log in anytime to make a secure payment, view your complete transaction history, and see or print past statements.

Welcome! We are thrilled you are considering joining the Colby & Gale family. Becoming a new customer is a straightforward process. The easiest way to get started is to visit our website and click on the “Become a new customer” link. This will take you to our secure online portal where you can fill out the necessary information to establish your account with us.¹

If you are already a Colby & Gale customer, setting up your online account is a quick and easy way to manage your service with us. To begin, navigate to the Colby & Gale Customer Portal on our website and click “Sign Up”.

To register, you will need two pieces of information:

1. Your Colby & Gale customer account number.
2. The last name associated with your account.

You can find your account number on any past delivery ticket or statement. If you are unable to locate it, please give our office a call at 207-563-3414, and we will be happy to assist you. Once you have completed the registration, you can log in anytime with your chosen username and password.

Your Colby & Gale online account is a powerful and convenient hub for managing nearly every aspect of your relationship with us, available 24/7 from your computer or mobile device. By logging into the customer portal, you can perform a variety of tasks without ever needing to make a phone call.

Key features of your online account include:

• Order Fuel: If you are a Will-Call customer, you can place a fuel order anytime.
• Request Service: Schedule non-emergency service or your annual tune-up.
• Make Payments: Securely pay your bill online.
• View Transaction History: Access a complete record of your deliveries, services, and payments.
• Print Statements: View and print current or past account statements for your records.

We strongly encourage all customers to set up an online account to take advantage of the convenience and control it offers.

If you have forgotten the password for your online account, you can easily reset it. On the login page for the Colby & Gale Customer Portal, you will find a “Forgot Password” link. Simply click this link and follow the on-screen instructions to securely reset your password and regain access to your account.

If you are experiencing a no-heat emergency, smell fuel, or have any other urgent, fuel-related issue, your safety and comfort are our top priority. Please immediately call our 24/7 emergency service line at: 800-649-0626

This line is answered 24 hours a day, 365 days a year, by a member of our team who can dispatch a technician to help you. Please do not use email or our online contact forms for emergencies, as they are not monitored outside of regular business hours. A direct phone call is the only way to guarantee an immediate response.

Our 24/7 emergency service is a cornerstone of our commitment to our customers’ peace of mind and is a benefit provided to our “full-service customers”.

To ensure we can provide the most reliable and proactive care, a full-service customer relationship is typically defined by enrollment in our Automatic Delivery service. Customers on Automatic Delivery, including all those enrolled in our Price Protection Plans, are considered full-service customers and have guaranteed access to our 24/7 emergency support team.

If you are a Will-Call customer and find yourself in an emergency situation, please call our emergency number. We will always do our best to assist you, but priority is given to our full-service customers, and additional fees may apply. We encourage all customers who want the security of guaranteed 24/7 emergency response to enroll in our complimentary Automatic Delivery service.

Yes, we do, and our “Tell a Friend!” program is a special way for you to partner with us in supporting the local community we all care about. Instead of a traditional discount or credit, our referral program is built around community giving. When you, as an existing customer, refer a friend, neighbor, or relative to us, and they sign up as a new automatic fuel delivery account, we will make a $100 donation in YOUR name to a registered 501(c)(3) non-profit organization of your choice in Lincoln or Knox County.

This program turns a simple referral into a meaningful act of local philanthropy. It reflects our deep commitment to community responsibility and allows our loyal customers to direct our charitable giving to the causes that matter most to them. It is a wonderful way for us to grow our business while giving back to the Midcoast region that has supported us for over 75 years. To make a referral, simply email us the required information as detailed on our “Tell a Friend!” page.