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  • Frequently Asked Questions
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FAQs

    General

  • How can I become a Hess Energy Marketing 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 Energy Marketing representative will contact you.

  • 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)

  • Does Hess Energy Marketing serve residential homeowners?

    As a subsidiary of Direct Energy, Hess Energy Marketing customers can now explore energy plans for their homes. For residential electricity & natural gas services, you can visit directenergy.com or call 1-866-348-4193 to enroll or find out more.

  • What are Hess Energy Marketing seminars?

    Hess Energy Marketing seminars are designed to help commercial 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.

  • Who should I call when I have a question about my Hess Energy Marketing 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.

  • Can I pay my bills with a credit card?

    Hess Energy Marketing does not accept credit cards at this time. Our current payment options include check, wire transfer and electronic funds transfers.

  • 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.

  • What is Hess Energy Marketing’s federal ID?

    Hess Energy Marketing’s Federal ID # 98-0079816.

  • • Where can I obtain a W-9 Form and legal documentation regarding Hess Energy Marketing’s 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).

  • 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 Energy Marketing’s Dun & Bradstreet account number is 07-879-0103.

  • What types of energy products does Hess Energy Marketing offer?

    Hess Energy Marketing currently sells electricity, natural gas, fuel oil, demand response, and green energy products. Hess Energy Marketing also provides energy services like compliance assistance, boiler conversions, and energy efficiency projects.

  • What is my Terminal Federal I.D./Control Number?

    Visit IRS.gov for Terminal Control Number (TCN)/Terminal Locations.

  • Natural Gas

  • Will my service change if I select Hess Energy Marketing as my natural gas supplier?

    The only difference you will see in your service is billing. Hess Energy Marketing will charge you for the commodity (per the terms of your agreement with Hess Energy Marketing) while your local utility will continue to charge you for transportation from the city gate to your burner tip.

  • 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.

  • Why don't the volumes on my Hess Energy Marketing bill match those on my utility bill?

    Hess Energy Marketing 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 Energy Marketing cannot control these rates.

  • 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)

  • What should I do if I smell gas?

    Immediately call your local utility's emergency hotline or dial 911.

  • 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.

  • What should I do if I notice a spill?

    Please follow the appropriate procedures for your company. Please also notify Hess Energy Marketing by calling our 24-hour operator and ask for Technical Services. You may reach us at 732-750-6000.

  • Does Hess Energy Marketing offer boiler service??

    Hess Energy Marketing does not currently provide boiler service.

  • How many gallons are in one barrel of oil?

    There are 42 gallons per barrel of oil.

  • What is my Terminal Federal I.D./Control Number?

    Please see: IRS.gov for Terminal Control Number (TCN)/Terminal Locations.

  • 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 Energy Marketing can help dual fuel customers lower their overall energy costs.

  • How do I compare the pricing for natural gas and fuel oil?

    Refer to our Market Charts and Prices Tools to compare differences between NYMEX, WTI crude oil, #2 heating oil, natural gas, propane, and gasoline. Hess Energy Marketing 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 Energy Marketing representative will advise you when opportunities arise to save by switching fuels.

  • 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 Energy Marketing Dual Fuel Program.

  • 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.

  • 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.

  • What is the process for switching fuels?

    Hess Energy Marketing 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.

  • Are 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.

  • 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.

  • 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.

  • 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.

  • Where does Hess Energy Marketing offer electricity service?

    Hess Energy Marketing 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.

  • Will my reliability be affected by buying electricity from Hess Energy Marketing rather than my local utility?

    No, your company will not experience any change in reliability when switching to Hess Energy Marketing as no changes in the electric delivery system are required.

  • 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.

  • Will Hess Energy Marketing 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 Energy Marketing. Delivery of electricity will be through the same transmission system owned and operated by your current utility.

  • 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 Energy Marketing customer.

  • 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).

  • 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 300kW or run generation. Additionally, you must be able to respond to a call within two hours of receiving notice.

  • 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.

  • 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.

  • How do I participate?

    Sign an agreement with Hess Energy Marketing and reduce your electricity usage if asked to do so. Hess Energy Marketing takes care of all enrollment forms. Hess Energy Marketing also measures and confirms participation to maximize Demand Response benefits.

  • 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 Energy Marketing.

  • 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 300kW 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.

  • 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.

  • 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.

  • How do I participate?

    Sign an agreement with Hess Energy Marketing and reduce your electricity usage if asked to do so. Hess Energy Marketing takes care of all enrollment forms. Hess Energy Marketing also measures and confirms participation to maximize Demand Response benefits.

  • 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 Energy Marketing.

  • Hess Small Business Services

  • How does switching to Hess Small Business Services help me?

    Hess Small Business Services helps you manage and control your energy budget. With competitive pricing plans, unique products, and reliable service, we’re the smarter choice for your energy needs.

  • How is Hess Small Business Services different from the utility company?

    As an energy marketer, Hess Small Business Services is able to offer unique products and services the utilities can’t, such as our Price Protection Plan. Whereas the utility company’s rates are based solely on where prices rise and fall in the market, Hess Small Business Services understands the demands you face—so we offer valuable products to help increase budget certainty and reduce your energy cost.

  • How do I switch to Hess Small Business Services for my energy needs?

    Switching is free and easy. You can enroll via our simple, 3-step online enrollment process or by calling a Hess Small Business Services representative at .No appointment is necessary, and your service won’t be interrupted.

  • Will I be penalized by my utility company if I switch?

    No. Utility companies and your state’s regulatory commissions support the opportunity for customer choice, and do not penalize you in any way for switching to an alternative supplier.

  • Why do I need to supply my current utility account number?

    Hess Small Business Services uses your current account number to coordinate with your utility company to ensure you continue to receive one bill while taking advantage of our lower rates.

  • Why do I need to sign a contract?

    In order for Hess Small Business Services to provide unique products and lower rates, we require you to sign a term contract.

  • What actually happens when I switch from my utility company to Hess Small Business Services?

    Aside from seeing immediate savings on your energy costs, and the fact that Hess Small Business Services will be listed as the supplier on your utility bill, nothing else changes. Switching is seamless. You’ll still receive your bill from your local utility company just as you do today, and they are still your point of contact for emergencies and outages.

  • How can I compare Hess Small Business Services’ quoted rate to my current energy cost?

    To compare our available rate to the rate you're currently paying, look at your most recent utility bill and find the section or line labeled 'Supply' (this may differ depending on your utility company). After locating your supply rate, simply compare that figure to our current rates, which are available on our View Rates page.

    Customers pay for two components when they use natural gas and electricity: supply, which is the cost of the energy you use, and delivery, which is the cost of delivering that energy to you. Because Hess Small Business Services (and all other suppliers) use your utility company's existing infrastructure to deliver your energy, the delivery cost doesn't change when you switch suppliers. However, Hess Small Business Services is able to provide a reduced rate for your supply. Keep in mind that with your utility company, your supply rate changes every month, and gets more expensive as energy usage increases (e.g., natural gas prices are highest in the winter because everyone is using their heaters). Hess Small Business Services' Price Protection Plan provides a supply rate that does not change for the term of your contract.

  • Do the prices shown on your website reflect the total price, or will I see additional charges on my monthly statement?

    Prices on this website are all-inclusive supply prices, except for applicable taxes, which include state, county and city sales taxes. Some areas may also be subject to a gross receipts tax. Prices on this website can be directly compared to the supply rate shown on your bill. Remember, switching to Hess Small Business Services only impacts the supply portion of your bill. Since your utility company will continue to deliver your energy, the delivery portion of your bill won’t change when you switch. Prices on this website do not include delivery.

  • When do contracts start after online enrollment?

    Your term with Hess Small Business Services begins in the month indicated on the "View Rates" page. The exact start day in that month is based on when your utility meter is read to ensure your current billing cycle doesn’t change. You can get an estimate of when your meter is read by looking at the billing period on your most recent utility invoice.

  • • If my bill still comes from my utility company, what does Hess Small Business Services do?

    Hess Small Business Services is an energy supplier. We combine our market expertise with your utility company's energy delivery and servicing capabilities in order to bring you lower rates and unique products unavailable elsewhere. Because we’re not subject to the regulations your utility company must adhere to, we have the flexibility to procure energy in ways that result in lower rates for you. We then work with your utility company to ensure you receive the energy we purchased for you and the savings that come with it.

  • How will I be billed?

    Because your utility company will continue to meter your natural gas and electricity usage, you will continue to receive a monthly statement from them. You won’t receive a bill from Hess Small Business Services, although we will be listed as your energy provider.

  • What is your Price Protection Plan?

    The price of energy is set by the market, just like stock prices. It changes day to day. Our Price Protection Plan offers the option to lock in a rate (for either natural gas or electricity) that won’t change – no matter how much market prices do. The amount you are billed each month will still vary with your usage, but your rate won’t change for the duration of your contract.

  • What regions does Hess Small Business Services serve?

    Hess Small Business Services operates in New York, New Jersey and Ohio. We provide electricity through our partnerships with con Edison, National Grid, Orange & Rockland Utilities, Central Hudson, RG&E;, NYSEG, PSE&G;, and JCP&L.; We provide natural gas through our partnerships with con Edison, National Grid, Orange & Rockland Utilities, RG&E;, NYSEG, PSE&G;, Columbia Gas of Ohio, and Dominion East Ohio. We are in the process of expanding to other utilities in NY, NJ & PA, so be sure to check back often to see when we can service your utility!

  • What is deregulation?

    Deregulation is the act of state governments allowing marketers such as Hess Small Business Services the ability to participate in energy markets once limited only to utility companies. This increases competition in these energy markets—which ultimately leads to lower rates for businesses and consumers.

  • What happens if I experience a service Interruption?

    With a service interruption, your utility is always your first point of contact, especially in the case of suspected or confirmed natural gas leaks.

  • What if I use more electricity and/or natural gas than normal? Will my rate be higher?

    No. When Hess Small Business Services calculates your contract price, we take into account possible weather and usage variations—and honor the price in your contract.

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