National Oilheat Research Alliance 45
If the tank was due for delivery, a service
technician can deliver enough fuel to restore
operation until a delivery can be made.
But if the tank is reported to have been
recently filled or wasn’t due for a delivery,
additional research is required. Could a recent
delivery have been made to a different tank
or customer? Next, evaluate the last delivery
data. Was a less than anticipated amount of fuel
delivered? Is it possible a ‘short fill’ was made
and not considered when calculating when
more fuel would be required?
The investigation should continue with a
conversation with the customer to determine if
there have been any changes which might have
caused fuel consumption to increase.
For example:
A new baby – With the arrival of a baby in
the home, the family often keeps the thermostat
higher and uses more hot water increasing their
fuel usage.
Additional people living in the home – If
more people have moved into the home consumption
will increase. Check to see if family
members have returned home from college or
gotten married and moved home or if parents
or other people have moved into the household.
A change in lifestyle – If the family is
spending more time at home consumption will
normally increase. Check to see if a family
member who was working outside the home
has recently retired or is now working from
home.
Home additions – People often don’t realize
that they’ll consume more fuel when they build
additions on to their homes. With additional
heated living space, consumption will increase.
“Energy savers,” such as a new fireplace can
also increase fuel consumption.
Additional appliances – Adding pool heaters
and other appliances can increase fuel
usage dramatically.
If it’s determined during the customer
interview that there’s a logical explanation
for the increased consumption, the service
technician should provide enough fuel to
maintain heat until a delivery can be made.
The customer’s K factor should also be adjusted
to prevent future run-outs.
However, when a determination for the
cause of the out of fuel call cannot be made,
consideration must be given to the possibility
that the tank and/or fuel lines may be leaking.
In that case, filling the tank can make an
existing problem much worse.
The situation must be thoroughly investigated
to establish that the fuel storage
system is sound. In cases where the customer
requires more fuel be delivered before the
situation can be fully examined, a temporary
tank should be employed or a minimal volume
delivery made.
It is important the customer then proceed
with having the tank and the fuel lines
checked. In some cases, the fuel supplier can
check for a leaking fuel tank or lines.
Exposed USTs and fuel lines can be visually
inspected. If a leak is found, company
policies and jurisdictional guidelines must be
followed.
If the tank and/or fuel lines are not exposed,
testing of the tank and lines is warranted
prior to making deliveries. When an
outside provider is conducting the testing,
obtain copies of any reports for retention in
the customer file.