Frequently Asked Questions

General

Natural Gas

Fuel Oil

Dual Fuel

Electricity

Demand Response - PJM (applies to DE, MD, NJ, PA, DC)

Demand Response - NYISO (applies to NY)


General

How can I become a Hess customer?
Call 1-800-HESS-AOK (1-800-437-7265) and speak to a Quality Customer Service representative, complete a Request Contact form, or contact one of our regional offices directly, and a Hess representative will contact you. (top)
I've forgotten my password. What do I do?
Please use the Forgot Password form. After answering your secret question correctly, you will receive an email which contains your password. If you would like to have your password reset, call Quality Customer Service at 1-800-HESS-AOK (1-800-437-7265). (top)
Does Hess serve residential homeowners?
Hess does not serve residential homeowners at this time. (top)
What are Hess seminars?
Hess seminars are designed to help commerical and industrial customers better understand energy markets. Seminar discussions include industry supply and demand drivers, fundamentals behind price changes, and methods to protect your business from price volatility. Seminars are typically scheduled between the spring and fall months. Refer to our seminar schedule for an up to date listing of events and to register for a seminar in your area. Please RSVP if you wish to attend. Seating is limited. (top)
Who should I call when I have a question about my Hess bill?
Any billing or account related questions should be directed to our Quality Customer Service team. Please call 1-800-HESS-AOK (1-800-437-7265) to speak to a customer service representative or use our online Customer Center to submit questions or requests for information. (top)
Can I pay my bills with a credit card?
Hess does not accept credit cards at this time. Our current payment options include check, wire transfer and electronic funds transfers. (top)
How do I change the bank I use for electronic funds transfers?
Complete an EFT-Change of Bank Request form and fax the form along with a canceled check to 732-750-6861. (top)
What is Hess' federal ID?
Hess' Federal ID # is 13-4921002. (top)
Where can I obtain a W-9 Form and legal documentation regarding Hess' name change?
The W-9 Form and legal documentation are now available online. If you have additional questions/concerns, please contact a Quality Customer Service Representative at 1-800-HESS-AOK (1-800-437-7265). (top)
Where can I obtain trade credit reference information?
All data for trade credit references can be obtained by contacting Dun & Bradstreet at 1-800-424-9166. Hess' Dun & Bradstreet account number is 00-697-9785. (top)
What types of energy products does Hess offer?
Hess currently sells natural gas, fuel oil, distillates and electricity. Please contact us at 1-800-HESS-USA (1-800-437-7872) or fill out a Request Information form. (top)
Where can I find the nearest Hess Express or Hess gasoline station?
Please contact 1-800-HESS-OIL (1-800-437-7645) and a Hess Retail customer service representative will assist you or find a Hess Express or Hess gasoline station near you. (top)
What is my Terminal Federal I.D./Control Number?
Visit IRS.gov for Terminal Control Number (TCN)/Terminal Locations.(top)
How can I improve site performance?
Browsers temporarily store Internet files in a “cache” folder which enables you to quickly access websites you have recently visited. When this folder becomes full, your browser may become significantly slower. We recommend that you clear the contents of the cache folder regularly. You can delete the files in this folder manually, or you can follow the directions below to have your browser do it automatically.

    Microsoft Internet Explorer 6.x (Windows)

  1. Under the Tools menu at the top of your browser, select Internet Options.
  2. Click the General tab.
  3. In the Temporary Internet files section of the General tab, click the Delete files button.
  4. A dialog box will appear that says, “Delete all files in the Temporary Internet Files folder?” Click the OK button.
  5. In the History section of the General tab, click the Clear Historybutton. A dialog box will appear that says, “Are you sure you want Windows to delete your history of visited Web sites?”
  6. Click the YES button.
  7. Click OK to leave Internet Options.
  8. Click the Refresh button at the top of the browser. (top)

Natural Gas

Will my service change if I select Hess as my natural gas supplier?
The only difference you will see in your service is billing. Hess will charge you for the commodity (per the terms of your agreement with Hess) while your local utility will continue to charge you for transportation from the city gate to your burner tip. (top)
What is the difference between city gate and burner tip?
City gate is the physical connection of an interstate pipeline and the pipeline of your local natural gas utility. Burner tip is the point where natural gas is ultimately used (your facility, as measured by your meter). The difference between city gate and burner tip prices is the rate your utility charges for transportation and line loss. (top)
Why don't the volumes on my Hess bill match those on my utility bill?
Hess bills on a city gate volume, while the utility bill is based on your burner tip or meter reading at your specific location. Line loss, the difference between the city gate volume and the utility volume, is a fixed percentage that varies by utility and is based on the utility's operational inefficiencies, such as leakage. Line loss percentages are regulated and approved by local utility commissions. Hess cannot control these rates. (top)
What is the difference between a Btu and a therm?
A Btu is the abbreviation for British thermal unit, or the amount of heat needed to raise the temperature of one pound of water by one degree Fahrenheit. A therm is equal to 100,000 Btu.
Common natural gas conversions:
1 therm = 100,000 Btu
1 decatherm (Dth) = 10 therms = 1,000,000 Btu (also 1 MMBtu) (top)
What should I do if I smell gas?
Immediately call your local utility's emergency hotline or dial 911. (top)

Fuel Oil

What is temperature correction and how does it affect the pricing of my #6 oil?
Since #6 oil expands when heated, industry standards require that it be priced at "net gallons" or the volume it would occupy at 60 degrees Fahrenheit. Temperature correction is the amount #6 oil is adjusted to equal its volume at 60 degrees Fahrenheit. Temperature correction safeguards you by ensuring that you receive the amount of oil you pay for. It is Hess' practice to apply proper temperature correction. (top)
What should I do if I notice a spill?
Please follow the appropriate procedures for your company. Please also notify Hess by calling our 24-hour operator and ask for Technical Services. You may reach us at 732-750-6000. (top)
Does Hess offer boiler service?
Hess does not currently provide boiler service. (top)
How many gallons are in one barrel of oil?
There are 42 gallons per barrel of oil. (top)
What is my Terminal Federal I.D./Control Number?
Please see: IRS.gov for Terminal Control Number (TCN)/Terminal Locations.(top)

Dual Fuel

How do I know if I have dual fuel capability?
If your facility can burn natural gas and fuel oil, you have dual fuel capability. Refer to Dual Fuel Products for more information on how Hess can help dual fuel customers lower their overall energy costs. (top)
How do I compare the pricing for natural gas and fuel oil?
Refer to our Market Analysis Tools to compare differences between NYMEX, WTI crude oil, #2 heating oil, natural gas, propane, and gasoline. Hess customers also have access to our proprietary Market Insights which provides information and perspectives on energy markets. If you are a dual fuel customer, your Hess representative will advise you when opportunities arise to save by switching fuels. (top)
Who is eligible to participate in the Dual Fuel Program?
Anyone who can substitute natural gas for fuel oil and vice versa is eligible for the Hess Dual Fuel Program. (top)
Who controls which commodity I burn?
Depending on what the best Dual Fuel product is for you, will determine who controls what fuel you burn. (top)
What if I have natural gas or fuel oil commitments with another company?
The structure of your existing contract(s) will determine if you are eligible. (top)
What is the process for switching fuels?
Hess will be in communication with you throughout the term of your deal, informing you when to switch fuels. All operational switching responsibilities still lie with the customer in physically switching fuels. (top)
Is there a minimum/maximum number of days per year that I have to burn an alternate fuel?
We can structure deals best suited for your needs, with as little as 5 days a year of alternate fuel use or unlimited ability to burn either fuel. (top)

Electricity

What is electricity deregulation?
Electricity deregulation is the process by which the traditional monopoly structure for generating and delivering power is opened to competition by a legislative or regulatory initiative. Deregulation is managed at the state level and is still in early stages in many regions. (top)
What exactly is open to competition as a result of deregulation?
Electricity "generation" or "supply" is open to competition in some areas. In such areas, you can select an energy provider for the generation portion of your electricity usage. Transmission and distribution, the process by which electricity is transported through wires from a power plant to your business, is still regulated by state utility commissions and is not open to competition in most areas. (top)
How does electricity deregulation help keep electric power costs down?
Historical trends demonstrate that market forces tend to drive down relative prices for previously regulated products and services. Long-distance telephone services and airline ticket prices are two examples of this. However, inflation, international events, and the price of fuel for power plants and other factors can cause volatility in the marketplace. (top)
Where does Hess offer electricity service?
Hess currently offers electricity service to commercial and industrial customers in the Northeast and Mid-Atlantic states. Refer to the Electricity Products section for state coverage and product information. (top)
Will my reliability be affected by buying electricity from Hess rather than my local utility?
No, your company will not experience any change in reliability when switching to Hess as no changes in the electric delivery system are required. (top)
Will my regular utility treat me differently if I buy power from an alternate energy provider?
Your utility is required to provide equal service to all of its customers on a non-discriminatory basis. (top)
Will Hess need to replace any existing electrical service components, such as wires and transformers, at my location?
No physical modifications are required to begin electric service with Hess. Delivery of electricity will be through the same transmission system owned and operated by your current utility. (top)
What happens if I lose electric service at my location?
Your utility will continue to own and operate the transmission and distribution system. All repairs during a black-out and on-going maintenance will be provided by your local utility regardless of whether or not you are a Hess customer. (top)
What is the difference between a kW and a MW?
A kilowatt (kW) is equal to one thousand watts; a megawatt (MW) is equal to one million watts, thus 1 MW = 1,000 kW. These are both measures of the amount of electricity your business uses at a given instance.
A kilowatt-hour (kWh) is a unit of energy expended over time. A kWh is equal to one kilowatt expended for one hour. For example, a 1,000 watt (1 kW) light bulb operating for one hour would use 1 kWh. Similarly, 1 megawatt-hour (MWh) equals 1,000 kilowatt-hours (kWh). (top)

Demand Response - PJM (applies to DE, MD, NJ, PA, DC)

What are the minimum requirements to enroll in Demand Response?
To enroll in Demand Response, you must be able to curtail or shift at least 100kW or run generation. Additionally, you must be able to respond to a call within two hours of receiving notice. (top)
What is the frequency of calls and for how long?
You may receive 0-10 calls per year. These calls will occur between 12PM and 8PM on weekdays between June and September. Calls can be up to six hours long, but the average call is less than four hours. (top)
What are the financial incentives?
On call payments are made monthly. Individual call payments are estimated and paid within ninety days following the call. As an example, a typical end-user who reduces consumption by 1000kW will earn approximately $40K-$50K per year.(top)
How do I participate?
Sign an agreement with Hess and reduce your electricity usage if asked to do so. Hess takes care of all enrollment forms. Hess also measures and confirms participation to maximize Demand Response benefits. (top)
Are there any financial risks for non-performance?
None. Non-performance will result in a lower payment to you. Chronic non-performance may result in payments being reduced to zero, but you will never pay anything out-of-pocket while participating in the program with Hess. (top)

Demand Response - NYISO (applies to NY)

What are the minimum requirements to enroll in Demand Response?
To enroll in Demand Response, you must be able to curtail or shift at least 100kW or run generation. Additionally, you must be able to respond to a call within two hours of receiving notice. You will receive a 24 hour advance notice of the possibility of an event.(top)
What is the frequency of calls and for how long?
Historically, customers receive an average of 0-5 calls per year, but there are no limits on the number of calls per year. Each call is a minimum of four hours. If no calls are needed during the year, two one hour tests are required. (top)
What are the financial incentives?
On call payments are made monthly. Individual call payments are estimated and paid within ninety days following the call. Payment rates vary according to a participant’s location and contract period. As an example, a NYC customer with 735kW of consumption in the program received payment of $100,000.(top)
How do I participate?
Sign an agreement with Hess and reduce your electricity usage if asked to do so. Hess takes care of all enrollment forms. Hess also measures and confirms participation to maximize Demand Response benefits. (top)
Are there any financial risks for non-performance?
None. Non-performance will result in a lower payment to you. Chronic non-performance may result in payments being reduced to zero, but you will never pay anything out-of-pocket while participating in the program with Hess. (top)