CUSTOMER SYSTEM UPGRADE
Thank you very much for choosing Rymes Propane & Oil, and for being our loyal customer! It is our pleasure to serve you.
As you may already be aware, we recently joined forces with Superior Plus Propane. We’re confident that with our combined skills and resources, we’re able to provide customers with the most efficient and reliable service possible. We hope you agree, and that you’ve continued to receive the same exceptional level of service you’ve come to expect, from the same people you know and trust.
As always, we are continuously looking at ways to improve our services. To that end, we have recently upgraded some of our customer data systems, and would like to make you aware of a few resulting changes.
- New account number: Effective September 1, 2022, your account number will be changing. We will be sending you a letter notifying you of your new number, and it will also be reflected on your first delivery slip, invoice or statement after the change.
- New invoice and delivery ticket: You’ll be seeing a change in our invoice and delivery ticket format. We’ve updated them to make them easier to read and understand.
- New customer web portal: Our new online customer portal, mySuperior, will be available to you, giving you 24/7 access to view your account information and service and delivery history, make payments, schedule deliveries, and sign up for programs such as automatic payment and delivery. Registration information will be included in a letter containing your new account number. PLEASE NOTE: During a short transition period in September, the customer portal will be temporarily unavailable until the new system is in place.
If you do need to contact our customer service team over the phone during September, please be patient as we help you through this transition. We strongly recommend reviewing the list of Frequently Asked Questions (FAQs) below as wait times may be long over the phone. Thank you again for your patience while we make these changes and please contact us with any questions or concerns.
FREQUENTLY ASKED QUESTIONS (FAQS)
What is changing? Why are you doing this?
We are upgrading our customer information system. This new system will help us improve delivery planning, fuel forecasting, and truck routing so that we can serve you more reliably and efficiently. We are also upgrading our customer portal and mobile app to give you more insight into your account, manage payments, and set text/email notification preferences for deliveries and other transactions. You’ll get a new account number for the new system and have a new address to mail your payments.
When will I get my new account number?
You’ll receive your new account number in the mail at the address we have on file for you, on or about September 20, 2022. If you don’t receive that letter right away, please be patient. You’ll also see your new account number on upcoming deliveries and invoices.
What if I misplace my new account number?
Don’t worry! There’s no need to have your new account number to continue to receive deliveries. Our customer service team can still help you if needed and look up your account with other information. While we’re ready to help anytime, we do expect phone wait times to be longer during the rollout in September and October, so thank you in advance for your patience.
Why can’t I login to my customer account?
While the system upgrade is underway, online accounts will be disabled while your information is transferred. Our customer service team will be available to help throughout the upgrade at 603-228-2224 or at email@example.com. Please be patient as we expect phone wait times to be longer than normal.
When will I be able to login to my account?
We expect that our upgrade online account and mobile app called mySuperior will be available in late September. You’ll have 24/7 access to view your account information and service and delivery history, plus make payments, schedule deliveries, and sign up for programs such as automatic payment and delivery. Registration information will be included in a letter containing your new account number.
What if I can’t get through on the phone?
We do expect wait times to be longer than usual but we are committed to our high standard of customer service. You can also email our customer service team at firstname.lastname@example.org. Please be patient and we will respond as quickly as possible.
What happens if there is an emergency?
If you smell an odor and suspect a propane gas leak, leave the premises immediately and dial 911. For other emergencies, please contact our customer service team at 603-228-2224.
What if I need to place an order?
Please contact customer service at 603-228-2224 or email@example.com and our team can put through a delivery order for you. We strongly recommend our automatic delivery service to ensure reliable and timely propane and fuel deliveries for your home or business.
What if there is an error on my bill or with a delivery?
We have undergone an extensive planning and validation process to complete this upgrade. While we believe this will be seamless and transparent, if you do see an error or just have a question, please let us know! Contact our customer service team and we will absolutely make it right.
What if I need to make a payment?
You can still mail checks for payment on your account. If you want to make a credit card payment, you can do that over the phone with our customer service team. However, please be patient when calling as we anticipate longer than normal call wait times during this upgrade in September and October.
Where do I make payments now?
Effective September 20, 2022, our remittance address has also changed as follows, and will be listed on your invoice and delivery ticket. Please mail checks to:
Superior Plus Propane
PO Box 981045
Boston, MA 02298-1045
Will there be a change to my Auto Pay?
Customers already enrolled in Auto Pay should have no disruption and require no further action. We encourage you to double-check that automatic payment is made after your next invoice. For customers who have not enrolled, you can enroll once you have your new account number. Auto Pay offers worry-free payments and enrolling is easy and takes just a few minutes. Simply call 800-210-5618, Monday through Friday from 8:00AM – 6:00PM ET to reach our team of dedicated auto pay specialists.