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FAQ’s
Frequently Asked Questions
Why is online ordering with Maxol Direct so much cheaper?
You make it cheaper - When you order and pay for your heating oil online, you are actually processing a secure order straight through to our back office server and we only need to schedule your order for delivery. In effect, you are cutting through the normal sales and accounting processes and so reducing the cost of processing your order. These savings are passed on to you in the form of lower cost heating oil.
Why do home heating oil prices rise & fall so often?
The retail price of home heating oil is based on the cost, demand and availability of refined product. Refined products are traded in international markets in US Dollars, so the exchange rate between Sterling and the US Dollar is also a major factor. As a distributor, we will only ever pass on increases or reductions as dictated by the international market and have no control over wholesale costs.
Why do heating oil prices not rise & fall at the same time as Crude oil?
While crude oil price movements can be a broad indicator of trends there is no direct correlation between crude oil & retail price of heating oil. In effect they are two separate trading commodities.
Is heating oil competitive in Northern Ireland?
Recent figures from independent researcher Sutherland Associates, published in October 08, shows that consumers in Northern Ireland buy their home heating oil product at 4% below the UK average and almost 10% lower than the Rep of Ireland. This proves the competitive market local distributors including Maxol Direct operate in.
Why do you charge for the “additional services”?
Maxol Directs’ online prices are extremely competitive and are partly based on customers allowing us maximum flexibility in terms of our delivery scheduling. When you apply delivery restrictions to your online order such as: time; date; truck or even through house access, these impact on our flexibility to schedule your delivery. By default your order will not include these additional services but if you do require them then simply select from the options available.
Can I place an order to ‘fill’ the tank online?
Yes, to do this, simply order the maximum quantity you think your tank will take. Your final payment will automatically be adjusted down to reflect any lower quantity delivered.
How can I save money when ordering home heating oil?
It’s simple, ordering on our website reduces our administrative costs, which enables us to pass these savings onto you the customer.
Why do I have to enter my card details when placing a heating oil order online?
We can only offer these lower prices on the web if our costs are kept to an absolute minimum. This means that payment has to be made at time of order. Please note that your card will be pre-authorised at the time of order and your account will be debited a few days after delivery.
Are my card details safe?
Yes all your details are safe with us. All transactions are performed on a secure web server. All information you provide is encrypted using SSL (Secure Socket Layer) technology so that when you submit an order online nothing can be read as it travels down the secure line.
How far can the tank be from the tanker?
The oil tank should be no further than 150 feet from the position where the delivery tanker is expected to park. This is a maximum distance and must be in a straight line. If the course of the delivery hose is bent, or has to go round a number of corners, e.g. the side of a house, then the maximum distance is reduced. Maxol Direct drivers will always attempt to make a delivery, and will often consider a number of options to get as close to the tank as possible.
Do I need to be at home when my oil is delivered?
No, as long as the driver can access your oil tank easily. When you place your order you should inform the operator the location of your tank and advise of any special delivery requirements.
How do I know how much oil has been delivered?
All our oil deliveries are made through the meter on the lorry. This meter stamps the start volume and the finish volume. The difference is what has passed to your tank. All meters are set, sealed, and checked by Trading Standards.
I live in a narrow street, do you have smaller tankers?
Yes unlike other competitors we have a number of “mini tankers” that are small enough to access alleys and narrow streets.
When can I expect my delivery?
Our standard delivery is within 4 working days – working days are Monday – Saturday, excluding public holidays, (New Years Day, Easter Monday & Tuesday, May Day, 12th 13th July and Christmas and Boxing Days) You may well receive your order before the 4th working days.
Can you deliver through my house?
Yes – but only if it is absolutely necessary and only at the specific request of the customer. This is a chargeable service. Customers should note that the delivery hose is not particularly flexible, as it has to contain oil at pressure. It must also be of sufficient resilience to withstand damage caused by the various surfaces over which it passes during use. A hose can suffer internal damage that is not visible to the driver and which, on very rare occasions, can result in the hose leaking during delivery.
Additionally, the hose is open to the elements in travel and deliveries are made to households, construction sites, farms and industrial premises so it is not necessarily clean.
Can I pay for my home heating oil by Direct Debt?
Our Diamond Account works online and is a straight forward and secure way of paying your fuel bills by monthly direct debit and saving you money. As a Diamond Account customer you can enjoy some of the following benefits:-
1. Low Online Prices
2. Full Discounts on all Orders
3. Pay a flexible monthly budget amount
4. Regular statements keep you informed
5. Priority delivery
6. £15 credit on your account when your first Direct Debit is made.
What happens if I prepay by card at the time of order but my tank does not take the full amount?
You only pay for the volume delivered. We automatically reduce the size and volume of your bill pro-rata to the quantity your tank holds.
How long will it take for my payment to be debited from my bank account?
Your payment is pre-authorised when you place your order. Depending on when you receive your delivery, it can take around 6 days after this for the payment to be fully authorised.
Are my Credit Card Details safe?
Yes – Maxol Direct only stores the details are that required to complete your delivery: name, invoice/delivery address and contact details etc. All payments are processed on a secure web server. All payment information you provide is encrypted using SSL (Secure Socket Layer) technology so that when you submit an order online nothing can be read as it travels down the secure line. We only see the last 4 digits of your card number which we use for authentication with you in the event of a query.
Can I order online and pay using my Paypoint credit?
Not yet! Currently our online ordering is only activated for Payment by Credit/Debit Card, or for Diamond Account holders (Budget Payment by Direct Debit). If the customer demand is sufficient we may develop other payment methods, including Paypoint, in the future.
Can I pay for a delivery that I have already received?
No – please contact our Accounts Dept: 028 90848586, Option 3 and a member of staff will be happy to process your card payment by telephone. We would however encourage you to order and pay for your next delivery online via our website. - Our best prices are always available online.
What is an eVoucher?
An eVoucher is an online discount code that we sometimes issue as part of a promotion.
How do I get an eVoucher?
These are generally issued as an e-mail promotion but sometimes they may appear on our website home page. Get registered and we’ll keep you up-to-date with all our promotions.
How do I use an eVoucher?
If you have received an eVoucher code simply enter it in the appropriate field on the first page of the order form. When you proceed to the next page you will see the value of the discount being calculated and deducted from the standard price.
Can I use more than one eVoucher per order?
No. - As with most discount offers only one offer (or eVoucher) can be used per order placed. You can use the same eVoucher code for more than one order, provided it is valid to do so. If an eVoucher code is not valid, you will be informed of this at the time of entering it.
Can you bleed my boiler?
Yes, all our drivers are trained to bleed most types of domestic boilers. This additional service should be requested at point of order, we charge £14.99 including vat for this service. It’s important that you leave your heating system on while the driver performs the bleed.
Does my boiler need to be serviced regularly?
Yes, your boiler should be serviced regularly, at least once every year. Annual servicing will maintain a boilers efficiency, reliability and longevity, and is also a requirement of all boiler warranties.
Should I have black smoke from the exhaust?
A properly set and tuned boiler should produce very little emission, either visible or otherwise. Black smoke, or a build up of soot on the wall around the boilers' exhaust, suggests that the boiler is not burning efficiently. An experienced service engineer should be called in to adjust the boiler.
How might I have got water in my Storage tank?
This is most unlikely to have been delivered with the fuel. Our delivery tankers are not flushed with water, or water-based cleaning agents, and our oil storage facilities are fitted with high off-take points and comprehensive water trapping and filtration systems.
The principal sources of water in oil storage tanks are rainwater and condensation. Rainwater can enter a tank if openings in the tank are left open, seals are faulty or damaged or the integrity of the tank has been compromised by rusting or by perforations, cracks or splits in the body of the tank. Condensation will often occur naturally as the result of temperature differences between the tank/oil and the surroundings.
Your heating system service engineer should be reminded to check for, and remove, any water from the tank during servicing of the system and can advise on the probable source of the water.
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