Category: Winter 2014

Dear Friends,

Thanks to all of you who responded to our customer satisfaction survey. You told us a lot of great things and we appreciate the suggestions on how we can improve. We also learned that the majority of our customers weren’t aware of the 20¢-per-gallon tax rebate they can get for being a Burt’s Reliable customer.

Everyone who responded to our survey was automatically entered in a drawing. I want to take this opportunity to congratulate Mrs. Themis Fieros, of Mattituck, winner of the $1,500 shopping spree.

One comment from the surveys that stood out for me was from Edwin S., of Southold, who wrote, “It was simple, every time I needed you, Burt’s is there promptly to solve the problem. In addition, thank you for advising me on the 20-cent tax credit for the biofuel.”

This is exactly how I want each of our customers to feel. So if you ever think we are not meeting our own high standards of service, I want you to let us know about it.

Thank you for choosing Burt’s Reliable as your home comfort company. We work hard every day to justify your confidence in us. Whenever you need us, just give us a call and we’ll take care of it.

Warmly,
Martin Romanelli

Burt’s Reliable is the only fuel company on the North Fork that delivers natural heating oil with a 20% biofuel blend.

Because all of our customers receive this clean-burning biofuel blend, everyone can apply for a 20¢-per-gallon credit when they file their state income tax return. For a customer who uses 500 gallons of our biofuel per year, that’s a savings of $100!

This credit applies to any residence (including vacation homes), or business.

Make sure you keep your receipts so you have the documentation to claim this credit when you file your state taxes this year. For your convenience, you can go to our website to download and print out a state tax credit form. Use Form IT-241 for a residence and Form CT-241 for a business.

Help us welcome Tom Hewitt, who took over as our general manager last July.

Tom has been in the heating oil business for 40 years, including five years as a sales representative at our sister company, Romanelli & Son, in Lindenhurst.

“My father and uncle owned an oil business and I worked there for 15 years, primarily in the field, servicing and installing heating equipment,” says Tom. “I also took turns delivering oil, dispatching and even sweeping floors when necessary. For the bulk of my career in the oil business, I spent 19 years as a manager for another established Long Island oil company.”

Tom says a key mission for him is to continue to uphold our tradition of excellent, reliable service.

“No one can knock the level of service we provide,” he says. “All of our service guys live on the North Fork, so they’re not just taking care of our customers, they’re taking care of their neighbors.”

Away from work, Tom likes to go golfing and swimming. He and his wife, Karen, who were high school sweethearts, have nine grandchildren.

Our service technicians are like private investigators, solving cases from simple to complex. During the winter, they’re on the job day and night, using their skills and diagnostic tools to fix comfort problems. As you read about their investigations, look for clues to see if you can shine a light on the case before they do.

The Case of the Lost Heat

Grace D. calls to report a loss of heat. Our investigator begins by interviewing the only witness. He asks Grace:

• How was your system running before it stopped?
• Was it making and odd noises or emitting unusual odors?
• Have you done anything to the system?

Grace confesses she pressed the system’s reset button twice, but each time the system ran for only a few minutes before shutting off.

After explaining why the reset button should not be pushed more than once (see Exhibit A), our investigator then rules out the “usual suspects” for heat loss. He finds that:

• power switches and circuit breakers are in the “on” position.
• the thermostat is functioning properly and its setting is above room temperature.
• there is fuel in the storage tank.

Now he gives the system a thorough examination and discovers a dirty flame sensor (see Exhibit A). After cleaning the sensor, he gets the system running again.

Amateur investigators might stop at this point, but not our expert! He knows if he doesn’t learn why the sensor became dirty in the first place, the same problem will happen again.

Clue #1

The system had been serviced a few months before. A properly maintained system should always burn cleanly. Our investigator needs more information from Grace. “Have you made any changes in your home recently?” he asks her.

Clue #2

Grace remembers that she recently had exhaust fans installed in the kitchen and bathroom. Our investigator now has the solution to the problem.

Can you guess what it was?

Solving the case

Combustion gases exit the home through a chimney or exhaust vent. But normal draft can be reversed by negative pressures. The exhaust fans drew combustion gases back into Grace’s system, causing it to clog and shut down. Our investigator installs a part to eliminate this problem. Case solved!

Tip: If you make renovations to your home, let us know. We may be able to prevent these changes from having a negative impact on your heating system.

A Matter of Adjustment

Edward T. contacts our investigator because he smells oil. Our investigator arrives, checks all of the fittings of the burner, oil tank, filter and oil line. There is no sign of a leak.

Clue from the eyewitness: Edward says he hasn’t had his system serviced in three years. What is the problem?

Solving the case

Within minutes of his inspection, our investigator could see that the system was badly in need of maintenance. He told Edward that a system that gets regular maintenance should never emit an oil smell. Our investigator took out his “forensics kit” and performed a tune-up. This included adjusting the burner, which had a delayed ignition. This problem caused the oil odor. Case solved!

• Draft overfire and stack temperature: These two tests measure the volume of air and amount of heat going up your chimney.
• Draft at breech: This measures the draft inside the system; a weak draft won’t vent combustion products properly. (The exhaust fans caused a weak draft in Grace’s system.) If the draft is too strong, however, heat will be pulled out of your home.
• CO₂: We test carbon dioxide (CO₂) to see how airtight your system is. If we find a high level, we know your system has air leaks. We’ll find these leaks and seal them.
• Smoke reading: Smoke indicates that not all of your fuel is turning into heat when burned. Smoke also forms a layer of buildup in your system, reducing efficiency.
• Total efficiency: This testing combines all of the readings we’ve taken to give an overall efficiency rating of your system. If the reading is too low, it may be time to replace your system.

Our “Forensics” Test

We do many tests to measure your system’s efficiency. What we find indicates what adjustments are needed. By doing this, we can save you up to 10% on your annual heating costs. These tests include:

Solving the “Repair or Replace” Mystery

Use these guidelines if you’re wondering whether you should repair or replace your system.

• If your system is well maintained, less than 10 years old and still under warranty, repairing is usually the better option in most cases.
• If the repair involves replacing major expensive parts, your system is 15 years old or older and you’re using more fuel than in the past, investing in a new system may be the better choice.

Figure your savings

• A 15-year-old heating system will continue to lose its efficiency due to wear and tear. Calculate the average amount of heating fuel you use now with your old system and compare it with the amount of fuel you can expect to conserve with a higher efficiency system. You may find that your replacement system could easily pay for itself with the money you’ll save on heat.
• Replacing an old system with a new one will deliver increased efficiency, energy savings and reliability. You can end your worries about facing expensive repairs or suddenly finding yourself without heat on the coldest day of the year.

No matter whether you decide to repair or replace, we want to remain your trusted home comfort company. We have the knowledge, resources and experience to provide you with excellent service and great value for many years to come.on the coldest day of the year.

Imagine walking into your home one day and discovering that the water tank has rusted out and released gallons of water. What a mess!

If your water heater is more than 10 years old, don’t wait for trouble. Explore your options now and let us help you choose the right water heater for your needs.

Burt’s Reliable offers you a range of options, including the Vaughan Top Performer Plus water heater. This unit features a stone lining to protect the tank from adverse water conditions that lead to corrosion.

No matter which water heater you choose, our certified plumbing technicians can install it in less than a day. Call or email us now to get started.

Did you know that over the past year, wholesale natural gas prices have surged upward by 25%? A key reason for this price spike is concern over supply.

The amount of natural gas being used in electric power-generating plants in place of coal has increased enormously over the last 10 years or so. This has raised legitimate worries about the limited capacity of pipelines that transport natural gas.

Besides supply issues, a recent study found that over the last decade, natural gas customers in the U.S. paid $20 billion for fuel they never received. That’s due to old, leaky pipelines — which pollute the atmosphere with methane, the main component of natural gas. So much for natural gas being a “green” fuel!

Q: I need a new water heater. Would an indirect-fired water heater be a good choice?

A: It usually is, as long as you heat your home with a hydronic hot water system (a boiler). People who have a forced-air system (a furnace) cannot take advantage of indirect water heating technology, but they do have the option of installing a high-efficiency direct-fired water heater.

Q: How does an indirect-fired water heater actually work?

A: An indirect-fired water heater uses your boiler as its heat source. (In contrast, a direct-fired water heater has its own burner.) In an indirect system, the boiler circulates hot water to a coil inside the water heater. This heats the water in the tank. The high recovery rate of this unit makes it one of the most efficient hot water tanks available. Call us to see if an indirect-fired water heater would be a good solution for your water heating needs.