Frequently Asked Questions


Switching to an alternative energy provider is easy and beneficial to you. Since Santanna has been in the business for over 30 years, we realize that you may have questions about it. That is why we have created this FAQs to help answer your common questions.

General Questions

Fixed Rate or Market Rate – What is the Difference?2020-07-20T21:15:55+00:00

There has been some confusion in the deregulation states regarding Fixed Rate Plans and Market Rate Plans (sometimes referred as a Variable Rate Plan). At Santanna Energy Services, if a customer chooses a fixed rate plan, they typically enroll into a one year term. After the one year term is complete, the account will automatically roll over to a competitive market rate plan. This means that the price of their energy may fluctuate month to month depending on the market or weather conditions at that time.

The benefit of the Market Rate Plan is if the electric or natural gas prices go down, so does the amount the customer pays that month. On the other hand, customers may be more vulnerable to weather conditions of extreme cold temperatures or scorching summer environments. That would impact a spike in the cost of their monthly energy price.

Many folks like the price security of a Fixed Rate Plan because the price is secured for the term. That is why it is very important to know when your Fixed Rate term ends and to contact (rule of thumb 1 to 2 billing cycles) Santanna Energy Services to discuss renewing your account to the new Fixed Rate Plan.

What is storage and how does it benefit me?2020-07-20T21:15:38+00:00

Your utility allows each customer a portion of their system storage. If less expensive gas is purchased in the summer months and stored for use in the winter months (and winter prices are higher), it leads to savings. For a detailed description of how this works see the following link: SES Premium Storage

I need to contest or dispute a bill. What are the steps?2020-07-20T21:15:15+00:00

1. Call your utility to schedule a meter check.

2. Call SES customer service. They can look at your consumption history, flag your account, and follow up with the utility on the meter reading.

What happens if I have a gas leak or an emergency?2020-07-20T21:14:57+00:00

Call your utility – they will still respond to any gas leak, fire or other emergency situation. The emergency numbers for the utilities SES currently serves are as follows:

Nicor Gas – 1-888-642-6748

Peoples Gas – 1-866-556-6002

North Shore Gas – 1-866-556-6005

Ameren Illinois – 1-800-755-5000

Consumers Gas – 1-800-477-5050

DTE Gas Company – 1-800-947-5000

NIPSCO Gas – 1-800-634-3524

Columbia Gas of Ohio – 1-800-344-4077

Duke Energy Ohio – 1-800-634-4300

Will the service to my business change?2020-07-20T21:14:38+00:00

No. Your utility will still be responsible for installing, operating and maintaining their meters and gas distribution system. You will still contact your utility in an emergency situation such as a gas leak or fire. Your utility will continue to read your gas meter, and invoice you for the distribution of your gas. However, the choice is yours when it comes to a gas supplier. Santanna will provide you with premium service at a competitive rate!

When can I sign up?2020-07-20T21:13:44+00:00

The program is open for enrollment. There is no deadline to enroll; you can enroll at any time.

Who is eligible?2020-07-20T21:14:00+00:00

Participation in the Santanna Choices program is strictly voluntary. Residential, Commercial and Industrial Customers with an annual consumption less than 50,000 therms, are eligible.

Where can I find my account number?2020-07-20T21:12:57+00:00

Your account number is located on your gas bill usually near the top.

How can I access my rewards account?2020-07-20T21:13:11+00:00

You can login here with your account information


Questions about retail natural gas

What if I want to stop purchasing from Santanna?2020-07-20T21:19:36+00:00

You can always return to the utility company for your gas needs.

What if Santanna is unable to supply the gas I require?2020-07-20T21:19:21+00:00

As part of our premium service, Santanna will supply all your natural gas needs. However, in the unlikely event that Santanna cannot, the utility company will automatically supply you.

What is storage and why do I need it?2020-07-20T21:19:00+00:00

Storage is a service, available from your utility company, as an integral part of most gas transportation programs related to deregulation. Storage allows Santanna to purchase gas for you during the off peak season when prices are normally lower (the non-winter months). With Santanna’s Premium Service Storage Program this gas belongs to you. Santanna manages your storage so that you normally use this gas during the colder winter months, when gas prices are typically higher. So, as a matter of norm, you will buy more gas than you use in the summer and less than you use in the winter. For a detailed description of how this works see the following link: SES Premium Storage

Do I have to buy more gas than I use?2020-07-20T21:18:21+00:00

SES gives you the choice. You can choose to only pay for what you use, or you can benefit from the utility company storage account. With this option we ship extra gas during the off peak period when prices are normally lower, so you purchase less gas for use during the peak consumption period when prices are normally higher. To learn more about how storage works please see the following link: SES Premium Storage

Does my gas utility service change when I buy gas from Santanna?2020-07-20T21:18:01+00:00

No. The pipes, meters, and service remain the same. The utility company still maintains the same services at your facility. That is why you continue to pay the utility company distribution charges.

Is Santanna gas a lower quality than utility company gas?2020-07-20T21:17:45+00:00

No. There is no difference because all gas is co-mingled or mixed together in the pipelines and at your gas utility.

How can Santanna sell gas for less than a utility company?2020-07-20T21:17:23+00:00

Natural gas is a commodity traded on the New York Mercantile Exchange (NYMEX). It is the supply of a commodity that establishes the market price. This price may change season to season, day to day, or even, minute to minute. Since Santanna is an independent marketer, we have more freedom to work the competitive market place to buy a dependable gas supply at the lowest possible cost. Plus, Santanna offers you a Premium Service Storage Program – to increase your potential savings. For more details on storage see the following link: SES Premium Storage

Why did Utility Companies want the deregulation of natural gas?2020-07-20T21:16:31+00:00

The state agency that regulates public utilities requires your utility company to sell their gas at their cost. When you buy your gas from a third party, the utility company can focus its resources on the distribution of gas. This reduces their demand for capital without decreasing their profits.

Is there a start up or switching fee?2020-07-20T21:16:16+00:00

If you do not currently use an alternative supplier and are switching from the utility to Santanna, there is no fee. Some utility companies charge a small switching fee to move service from one supplier to another.

Questions about electric service

Does my electric utility service change when I buy electricity from Santanna?2020-07-20T21:20:52+00:00

No. The meters and service remain the same. The utility company still maintains the same services at your facility. The utility company will also continue to read your meter.

How can other electric providers sell electricity for less than a utility company?2020-07-20T21:20:38+00:00

Before restructuring, customers were locked into purchasing electricity from their utility company only. Restructuring allows Santanna to choose the lowest priced program option for your account.

Will my electric service change in any way?2020-07-20T21:20:24+00:00

Your current electric company remains responsible for delivering the electricity to you. You are able to purchase or arrange for your electricity to be delivered through another source such as Santanna.

Why did Utility Companies want deregulation of electricity to happen?2020-07-20T21:20:11+00:00

Your electric utility company currently generates the electricity, transmits the high voltage power to distribution points, and then distributes that power to your business or home. The state agency that regulates public utilities requires your utility company to sell their electricity at their cost. When you buy your electricity from a third party, the utility company can focus its resources on the distribution of electricity. This reduces their demand for capital without decreasing their profits. There is little incentive for the electric utility to provide consumers with the lowest price.

Is there a start-up or switching fee?2020-07-20T21:19:57+00:00


Questions about renewable energy – From ACCES:

What are some other environmentally friendly products/services?2020-07-20T21:22:09+00:00

Home Protection – insure your HVAC equipment

Carbon Offsets – reduce your greenhouse gas footprint

Demand Response – incentives to reduce your energy use

Energy Audits – identify where you can save on your energy consumption

Distributed Generation – generate your own power

How is renewable energy defined?2020-07-20T21:21:53+00:00

Each state has its own guidelines and definitions for what constitutes renewable energy (i.e., which sources qualify as renewable), and the criteria for a product being sold by a competitive supplier to be marketed as a true “renewable energy” product. In many states, the law requires all suppliers to include a certain percentage of renewable energy in all of the electricity they sell. In those states, suppliers must typically offer more than this minimum required percentage in order to market a product as renewable. Be sure to check with your supplier, and consult the state’s public utility commission website for more details.

Does renewable electricity go straight to my home?2020-07-20T21:21:38+00:00

When you select a renewable energy product it does not mean that the physical properties of the electricity will be sent directly to your home. Instead, the renewable electricity is delivered onto the grid on your behalf. The benefits to the environment are identical, since you are lowering the carbon footprint by supporting the production of renewable electricity – energy that would have otherwise been produced by a fossil fuel-powered plant.

Is there a need for a physical installation to use renewable energy?2020-07-20T21:21:24+00:00

When most people think of buying renewable energy, they often imagine having to install new equipment or making physical changes to their property. In fact, when you purchase renewable energy products, you are actually directing power produced from renewable sources to be delivered onto the grid based on your purchase.

What am I getting when I sign up for renewable energy from a competitive energy supplier?2020-07-20T21:21:10+00:00

Some competitive energy suppliers offer renewable energy products. This may include electricity that is made from environmentally-friendly fuel resources, such as wind, water, waste heat or solar energy. These are also referred to as “green” energy offers.

Some competitive energy suppliers also offer renewable natural gas (often referred to as “biogas” or “biomethane”). What distinguishes renewable natural gas from fossil gas is the source of supply. According to the Coalition for Renewable Natural, renewable natural gas comes from the chemical breakdown of organic waste, which produces methane gas that can ultimately be processed for use.

Consumers can also select from other special products that can help them control their use of energy, increase equipment efficiency, and do their part to help the environment.

For more information from ACCES, visit their web site.

For more FAQ’s from ACCES, visit their Common Consumer Questions Page.

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