I called seven times today, was on hold no less than 95 min( hour and 1/2) in an attempt to talk to a human person. Was not successful. read more

In 2019, they charged about 10% below the weekly average price for propane prevailing in MA. My last delivery a week ago was at almost 30% higher than the MA weekly average! What happened to the business? Was it taken over by private equity so they can rip off their old customers? 13 years with them - truly disappointing! read more

I have never met a more difficult customer service group for propane in my life. I've been heating with propane for over a decade (NOT with THIS company) and I would CHOOSE ANY OTHER PROPANE SUPPLIER OVER OSTERMAN. Please save yourself the trouble and buy propane from ANY OTHER COMPANY read more

I have been a customer for many years and have had excellent service. Whenever I need to speak to someone about an issue, the customer service representative is pleasant, helpful and calm my fears. Thank youOsterman for providing 5 star service. read more

The worst customer service experience I've ever had. We've been without hot water for 10 days. They ordered the parts to fix the problem, but can't be bothered to track the package or respond to requests for updates. Their prices are high and their service is the worst. Avoid them at all costs. read more

Terrible opportunists. They forget to come and refill your gas on the schedule, then charge exhorbitant fees to restore service. Tried to cancel their service so I could switch to a different local dealer, and after I told them that we were discontinuing, they magically/sneakily showed up and refilled the gas which made it impossible to switch without paying even greater fees for to remove their full tank. Horrible experience! read more

I have been a customer for years, I paid my balance for gas in full but did not fill out a credit application. I was put on do not deliver status because they held a $50.00 balance on my account. I ran out of gas because they took me off of auto delivery for $50.00. When I called them they statd they were not in my area and could not deliver until next week unless I paid 99.00.I returned the credit app and they brought my balance down to 0.00. But still no delivery. I have small children who have to eat and have to have clean clothes. I found this totally unacceptable. All over a credit app. Discusting. read more

I'm a single woman,I work full time. I've had Osterman propane for roughly 15 years. I live in a 600 sq ft apartment that's well insolated.I receive fuel assistance my month heating bill is $200 I receive on average $700 for assistance. It seams no matter the temperature in January they take what is left from my assistance money.(they're notified how much I receive for assistance) I have called and questioned the why they charge me so much for the month of January always get an unsatisfactory answer. This year I received 950 from assistance,which would be more than enough for heating months. I went from using 70 gallons to over 200 gallons of propane in just the month of January $563,which led to them taking all my assistance money again ! Again I live in a 600sq ft apartment. This ridiculous! They want all my assistance and also for me to reach in my pocket! I've contacted Better Business Bureau, all I was looking for was for Osterman Propane to take the $563 and apply it to the months of January, February and March,which would have been to where my average monthly bill usually is. We'll Osterman Propane never answered either time the Better Business Bureau reached out to them. So my complaint is no longer active. There were no repercussions so this company will continue to rip people off. I'm no going to the Attorney General. Maybe I can get somewhere there. I don't recommend this company. read more

Called to get propane for laundry and cooking. They said they would come fill up my tank on Monday and Tuesday, which sounded great, since our propane was about to run out. After they did not come on Tuesday, we called and asked about it, and they said they the earliest they would come would be Thursday, and that they didn't have set routes so they couldn't have told me when they would be delivering in the first place. I don't ever review places because I give people the benefit of the doubt, but these guys are rude and do not run a professional business. Customer service training needed. read more

They deliver propane. Leave a bill. I am managing my parents bills. A slip left from delivery got misplaced. Because the bill wasn't paid they put them on a no delivery list. Understandable I guess but when I called they explained how notices were sent; they weren't. My parents have had their service for YEARS. NO BILL HAS EVER BEEN SENT. Office people refused to belive/admit/fix this issue. I asked to have billing sent but of course they insist it already is sent. I tried setting up an online account. No bills show up on the account screen. They insist they will/do. They don't. So here we are, customers who want to pay on time. Who want to pay online. Customers who are elders and managing memory issues with a daughter who is willing to manage the bills. They can't seem to accomplish basic customer service to enable people to make sure they pay what they owe. read more

Racketeering, that's about the best word that sums up Osterman Propane. The house we now own we rented for a few years prior to buying it, the tanks were "leased" through Osterman and therefore could only get Osterman propane. Our propane needs are heat and hot water so naturally our usage is pretty good November - April, and then May - October we could get away with about 1 fill. Needless to say, over the winter months my propane would be as high as $4.89/gallon while the typical average was about $2.69/gallon for the area and then during the summer maybe dip down to as low as $4.19/gal while the average would drop to $1.99-$2.19/gal. I would use roughly 800 gallons/year, so that's about $1600/year extra that I would pay Osterman and for what I'm not exactly sure. Osterman is a "usage" based pricing platform so the less you use it, the more you pay, and if you "lease" your tanks the more you pay. When you "lease" your tanks you are paying extra for a tank maintenance fee and some other b.s. ... ummm, in the 9 years of living at this property I didn't see or hear of any type of maintenance so what exactly are you paying for? And does it warrant a $2/gallon price hike? How much does this maintenance cost and how often is it done? 10 years? 12 years? We ended up purchasing the house and the first thing I did was run the tanks dry and told Osterman to come get them. I shopped around and ended up getting Pioneer Valley Propane to install new tanks (2 - 120 gal, same as previous Osterman), price of new tanks w/ installation AND filled with propane $1800, they paid for themselves w/in a year compared to the money I saved by dropping Osterman. I've had them for a year now and my propane price as been $2.19 - $2.41/gallon. I think you get the picture. read more

Gerrit S They were very quick to hook us up. Great price. Friendly staff. I like being able to view statement on line. Deliveries were quick. Friends recommend them to us. read more

I can honestly say that this is the only business that gives me gas. (Get it?) Anyway, it pays to call around when you're looking to fill your tank. They are very nice over the phone and I've always been satisfied with their service for filling purposes. As far as field support of your furnace or gas water heater I have no rating. read more

Osterman gas has the worst customer service I have ever seen. Not only do they charge an absorbent amount of money for their propane (3 times more than other companies), they are incredibly rude. I had a payment due, and I received three angry phone calls a day, a rude letter in the mail, and an extremely unprofessional email telling me that they will send the account to collections and indicating that MY credit will be damaged because the account is in MY name. They treat all of their customers like children because they deal in a large college area. Half of these notifications were made AFTER I paid the account. I was appalled by how incredibly rude they were, and would never recommend this company to anyone. Having worked in customer service for 6 years, I can honestly say that if this wasn't a "family owned" company, their customer service representative would have been fired long ago. read more

After having several other gas companies come and give us estimates on new gas service we went with Osterman because half of the gas companies either didn't even show up to look at the job or they never gave us the estimate and the ones that did were not even close. The guys that work for this company were all very professional the estimator gave us so much wonderful advice on rebates none of the others said anything about that. He also saved us money on changing our original plan for a heater in the basement to simply putting in a new furnace for just a little more and a rebate to offset costs. They were on time worked very hard in the heat of summer without ever a complaint, they all seem happy with their work and I am happy we chose them. I'm looking forward to having a clean cozy home this winter and I'm so enjoying cooking with gas! read more

Unfortunately, I have had the complete opposite experience with Osterman than John R. We had to go with these guys last year because we were in a rental. At first, I had hope that they would offer the quality service of a small-town business, but they did not. We had a number of major problems with this company. For starters, our heater would just randomly shut off and not restart (yes, that means sometimes we came home in the middle of the winter and our house was freezing). It took months to get the company to actually address the problem. It required multiple trips to our house and there was a major gap in communication in between. The gals in the office weren't helpful and out times, seem to forget they were in the business of customer service. We had a number of problems with our bill and their default response was that we were wrong. In both cases, we weren't. In one, they had actually credited ANOTHER account with our payment and then we had to fight to get the late charge removed. I would strongly recommend seeking service from another company. See my review for Walter's Propane, if you want my input. read more

2016: I hire an electrical contractor to install a Generac home generator. Working with Osterman (they handled the gas part), the generator is installed. A week later, the contractor calls and tells me Osterman forgot to pull the permit so they had to come back and dig up the trench so the inspector can inspect the hook-up. Inspection is completed, Osterman never returns to refill the trench so I do it myself. A month later we experience a four-hour power failure and the generator never turns on. Electrical contractor comes over and checks everything out on the generator and its in perfect working order. Then he notices the gas valve on the line-in is in the off position. He turns it on, tries the generator again but it still won't turn on (engine cranks but does not engage). Then he walks over and looks at the newly installed line-out from the buried tank and I hear him mutter "Oh Jesus". Osterman had left their tester hooked up to the gas line and the line had never been hooked up to the generator to begin with. It's like they began testing, went out for lunch, forgot about it and never returned. The tester was still hooked up to my gas tank a month after installation. "This is unbelievable" the electrical guy says. It's a wonder more homes in the Pioneer Valley aren't blowing up. read more

poor service at terrible prices. i just switched over this week after using Osterman for the last 5 years. I didn't pay attention as close as I should of to the prices. I should have switched long ago. read more

Beware of this company!!!! They are one greedy company only driven by money and are totally dishonest and spiteful. They charge you minimum usage fees without properly notifying you and then try to coerce you into signing a contract agreeing to pay more fees. They threaten their customers with disconnection and come to disconnect tanks without sending any formal notification. I filed a complaint against them with the BBB and they wouldn't even respond. Then during an emergency, when I was almost out of gas, they refused to come and told me I wasn't a priority. Scary to think what would happen if I had a leak! They operate by their own rules and do not adhere to any professional standards. read more

Im very happy with this company my landlord told me about them and they have been helpful to me i just call when i need a delivery they let me know when they can come . i like doing it this way cause i dont keep getting bills only when they deliver and they dont charge to much for the propane read more

If you need propane in your home, be sure to compare prices before you choose a provider. You will not end up choosing Osterman! I've been using them for years and never thought to compare prices with other propane providers. I figured they'd all be in the same ballpark. Big mistake! Every other provider in the region charges well under $3.00 per gallon. Osterman has been charging me $4.75 per gallon, give or take, for years. Total ripoff. When I called them about this, they tried to convince me that the other providers are quoting me an "introductory" price that will soon shoot right up to where Osterman's price is. This is not true. I'll be changing providers as soon as I possibly can. read more

Osterman provided outstanding Customer service and had the best installation prices around. I had a Rinnai Heater and Tankless Hot water heater installed by Osterman Propane. During both installs their team was very professional, couteous and helpful. They did a fantastic job and went above and beyond. Their customer support team is so helpful and assisted me with the rebates which saved me a lot of money. I would highly recommend them. read more

When our furnace died in the middle of the winter Osterman Propane was at our house within two hours of our first call. Their Rep (Steve Symonds) came and set up a portable furnace to keep us warm until our new one arrived two days later. Keith did a great installation job and Steve followed up with several phone calls to make sure we were taken care of. He also helped us with the paperwork that enabled us to get an energy rebate. A great job by the Osterman crew! read more

I'm a new customer and unfamiliar with propane heat, so I can't compare them to anyone else. I called the office, they explained how to fill out the online customer form. I did so, and the next time i talked to them, they told me they'd make a delivery soon. We had a storm which delayed their delivery, and I called to tell them the tanks were very low. They got someone there the same day and called me back to let me know they were coming. So far, so good. read more

Look into ANY gas co.other than Osterman. They DO not work well with clients,the girl answering the phone in the Palmer office is TOTALLY rude.You can find other gas companies willing to work with you....much better service all around,price,friendliness,ect. read more

Easily the worst company I've ever dealt with. Their website is from about 2004 - very difficult to use, you can't see or pay balances properly, only scans of your mailed bill. Their SmartPay budget system is awful, you are much better off figuring out your average monthly payment and putting it aside instead of giving it to them ahead of time. Keep and eye on charges because they will throw in a random charge for no reason at all. I once had a $50.00 charge appear because of a "returned" check, even though I paid online. I had to call the bank because they claimed the bank charged them, which was NOT the case. AVOID AT ALL COSTS! read more

I calling these guys. overall sounds ok. I used J & S Gas Svc for a few deliveries. Hard to contact. takes a few days to get a response. I was delivered 2 tanks paid cash 1 tank was empty in 3 days. the other lasted me almost 2 weeks. no way was the first tank full or even half full when he delivered it and charged me the full price. I tried at least 3 times to contact them with no response. This was the end of December in Vermont to cold to rely on your heat source from an untrustworthy company. If you want to get ripped off call J & S Gas Svc. read more

I have had these guys for 10 years dispite their much higher prices. I had an $18.00 balance and was put on the do not deliver list $18.00 really??? after the thousands I spent with them? Only using propane for hot water heating I was charged a much higher rate because of low usage. Recently I converted my oil fired furnace to natural gas along with my hot water heater. I contacted them to tell them of the change and told them they could pick up their tank at their convenience which they did. Yesterday I received a letter from them. Thinking it was a check for the unused propane that was in the tank when they removed it, I was suprised to find a bill for $159.00. This was a service charge for removing their tank. No mention of the credit I should have received for the propane still in the tank. Unbelievable! I would stay far away from these guys unless you want every last dime squeezed from you. H.A. George was so much better. read more