Pretty much the same comments as GW except they were lucky enough (if you can call it that) to get offered a discount. Also got a delivery today for my gas insert. Over $5 gallon and the MA State website says this week's average is $3.04 with a high of $4.07 and a low of $1.98. Call taker said that my per gallon fee is based upon my usage but could not direct me to anything in writing that states that. They however could immediately direct me to a tank removal cost in my contract. Do yourself a favor and shop around. Osterman publish your rates. read more

I moved into my house two years ago and Osterman was the propane provider. I called to have the tank filled and they said it'd be at least two weeks to be filled even though I was below 5% left in my tank in February... In April of that same year I called to see about getting a bigger tank or two 120 gallon tanks. It took them weeks to get someone out there to see what they thought and was told it didn't make sense. I promptly called another company and they switched it over within a week. I called them by June of 2018 to have the tank picked up... The tank is still here. (April 2020) I am now selling my house and called two months ago to get them to come pick up the tank again. Was told I got put on the list to be picked up, without being given a date... Two weeks later I called to see what was going on, was told I wasn't on the list and that they would put me on the list now and it would be picked up on the 24 or 25 of March. A week later and they hadn't picked up. So I called again and they said oh, you're on the list for tomorrow to be picked up. Later that afternoon I got an email from the boss of the lady I spoke to saying they will not pick up unless it's an emergency due to COVID-19... This wouldn't have been an issue had you done it almost two years ago or even two months ago. These guys have got to be the worst company and customer service I have ever dealt with. I can see why they have such a bad rating on this site. I wouldn't recommend this company to my worst enemy. read more

Is zero stars an option? RUN AWAY AS FAST AS YOU CAN! Called tonight to report a strong smell near my hot water heater. Why? Because my propane is low. Which is interesting, since I've been on automatic delivery for 4 years. This is the second time I've received "not so automatic" delivery and had my tank hit zero. What's better than this, you ask? The fact that they wouldn't send anyone out to deliver tonight. Better yet, she couldn't even confirm they'd come tomorrow! She was nice enough to leave them a note to let them know I seriously needed some propane. With dipping temperatures tomorrow, do you think I can charge them if my pipes freeze? I'll be switching companies this week. read more

If I could give zero stars I would. Worst service. Only delivered in my town once a week and if you missed that day, oh well you wait another week. Phone reps are rude and obnoxious. We left and went to a better company. Come right out and gave us a great tank. When we called to cancel service. They didn't care. Even said it would be awhile to get the tank because so many people are canceling! Really?? Wow. read more

Outrageous prices, rude customer service and tried to tell me I was lying about delivery schedule. Unfortunately the nice family owned propane company went under. Hope I run out of propane so I can switch companies. Do NOT get propane from this company, they disconnected my service the same day that I paid them. Customer service representative I talked to should be fired. I've never been treated so rudely. read more

Where to start? I call to order a fill on my tank and the extremely unpleasant secretary refuses to set up a service call because she would have to charge me even after I said it was fine to charge me. Then I write a complaint on their website stating that I was displeased and switching companies and to come get their tank. THEN THEY SENT ME AN INVOICE TO GET THEIR EQUIPMENT OFF MY PROPERTY! I would not recommend this company to anyone. read more

I would like to express my great dissatisfaction in the customer service I have received by Debby Hall in Northbridge, in my phone call to her on the Tuesday, January 22nd 2013; she started the phone call on a very defensive unfriendly tone and continued to get worse as the phone call progressed. She would not tell me her last name until I asked twice for it; she would not let me speak to a manager. Overall my experience with Osterman's has been very unpleasant. Due to the horrible experience and customer service I have chosen to withdraw my business, and would not recommend Oosterman's due to lack of flexibility and horrible people skills of the employee's in customer service. My time and money has been wasted in the fact that I now have to pay 100 dollars just to discontinue my service. read more

Very disappointed with the service this company provides. I arranged for a tank pick up at the end of Oct 2019 because I moved & as on today Dec 27, the tank is still sitting at my old residence. I have called five times and today was told they have tank pick-ups dated back to July. That is pathetic! Let's see what the supervisor says when she calls me back Monday. Great company is you need propane, but they definitely take their darn sweet time closing your account. Next time I need propane I'll just buy my own tank & get it filled at Tractor Supply! read more

If you use this company for propane make sure you read the fine print on the contract. They charge a $140 tank removal fee, and will go way up in prices after the first year. Think twice! read more

Perhaps the worst company to do business with bar none! We have a gas stove and always come close to using up the entire year. This year we only got to 20% from empty and called for a fill. Bc they don't fill the tank the entire way and thus they did not get enough $ out of us they surcharged us another $64. If you can go with another company do so. Run for the Hills!!! read more

After learning we were paying a premium on propane because the tank was owned by Osterman, we inquired about purchasing it. This was an extremely painful and lengthy process. The part that made me sour and will never do business is the selling price for a 14 year old tank was approximately $1k higher than brand new tanks. After lengthy talks, we managed to get the tank down in price. As far as I am concerned, Osterman spends more time taking advantage of their customers than providing value. read more

Worst propane company!! They don't mind delivering to illegal propane tanks they even trespass to do it. Don't use this company!

this new propane company is full of bullies who have no respect to customers and, as a result, i am switching out immediately. They charge way more than the average published propane prices listed on MA state's website: http://www.mass.gov/eea/energy-utilities-clean-tech/home-auto-fuel-price-info/propane-price-surveys.html and https://ycharts.com/indicators/massachusetts_residential_propane_price There are quite a few options out there that are much cheaper. The state's website (www.mass.gov/eea/) links you to a list of propane delivery companies (http://www.propane.com/fpr.aspx) and if you enter your zip code, you'll find better alternatives. read more

Horrific customer service, poor communication. We have an oversized propane tank that was put in by another company. Osterman bought out the contracts and then instituted a minimum use fee, which increases yearly. We are stuck with a tank that we will never reach the capacity thus having to pay their crazy ever increasing minimum use fee. On top of it, the office staff does not answer relay correct information. We are being held hostage by this company with mafia like behaviors. read more

I have never dealt with such a rude company before with zero lack of respect for their customers.

Prompt, friendly office and field staff. Had to have my tank installed on short notice and they responded quickly. I had a ton of questions about the equipment and problems with the line and the installer was very patient and fixed each problem efficiently. Reasonable rates. Large range of services. read more

I am extremely dissatisfied with Osterman Propane and would not use their services again. On one occassion, they told me I would not be charged a service charge to check for gas leak. Then they reneged and charged me anyway. When I cancelled service to move, they took $50 of my money for a "meter reading" before they sent me the balance owed to me. read more

Call them on Friday (even though it's my fault for keeping track of propane) to have a delivery of propane (5%) asap. The women I spoke to said I have enough for the weekend and on Monday she would call my cell to let me know if the propane would be on Monday delivery or would have to charge me a $100.00 for non schedule delivery and I said OK. Well its Tuesday and my propane is at 0% and no show or call. I called them and a different women answer she said she would have to talk to her manager and call me. I've waited and no call so I called again and a different women answer she said I shouldn't waited to call when it was 5% (which I get) and it takes 5 business day for delivery (again I knew) basically she wasn't hearing my dilemma or my needs that I need propane asap. So for $200.00 for a delivery within 1 hour I received propane. Been a customer for 10 years the worst customer services that I have experienced.. read more

I never actually chose to be an Osterman customer, the previous owner had a tank owned by Hendel's but Hendel's sold their propane business to Osterman. Because most tanks are company owned it is difficult to compare prices in any meaningful way but I was generally careful to ask for the current rate for my plan when placing an order and attempted to schedule my deliveries during warmer months. It did seem that I was paying a premium price compared with the EIA web site averages for Connecticut. I hoped that meant that Osterman would be more willing to be more reasonable on small service calls. I found that not to be the case the day I came home and my wife told me she smelled gas in the basement and had just called Osterman. I ran down to the basement, determined that it was a smell coming from a sink drain and immediately called Osterman and told them that we didn't have a gas leak but the receptionist said that they still had to come out. The technician was very nice, agreed with my assessment and even vented some propane from a tank on his truck so we could see what it smells like. Unfortunately I subsequently received a bill which as I recall was $135.00 which seemed unfair since it was the first time we had called them with a false alarm and I had called them within a few minutes telling them that it was not really necessary. (I now have two propane detectors, both to detect propane leaks and to avoid false alarms.) About a year later I noticed excessive rate of drop in tank level that could not be accounted for by usage so I called Osterman. After some haggling they agreed to send out a technician. This technician was also very nice and used a soap bubble test to determine that the tank regulator was leaking, something I should have tried myself to avoid an argument with the receptionist. He had to do a lot of digging to replace the "pigtail" downstream of the regulator and spent about three hours which I thought was very commendable but some time later I received a bill for over $500. They claimed that they had absorbed part of the cost and I was only paying for part of the labor and the pigtail. I thought that since it was all upstream of the house regulator that they should not only pay the cost of parts and labor but also for the propane that leaked out of their regulator (wasn't that why I was paying a premium price), but winter was coming and I wasn't in a position to haggle with them over it. I got tired of dealing with them and foolishly asked for a quote to buy the tank in the middle of winter, a bad time to try to make a bargain with your heating fuel supplier. When they sent me a quote they immediately began sending bills that made it look like we had an unpaid bill to which interest was being added which frightened my wife and caused me to agree to pay a much higher amount than was probably fair for an old tank. I will commend them for coming back after I bought the tank and installing an electrical isolator without charge. (This was just after that gas explosion in Massachusetts, not sure if they were afraid that inspectors would come review their records.) Again the technician was good to work with and showed me how he took the cathode readings. Unfortunately they were low so I asked if Osterman would do anything about that. He said that was a decision by the office, and after I made a few calls figured they weren't doing anything so I ordered an anode bag online and installed it myself. I did also find that the pre-buy plan was kind of a pain; it all had to be paid up front and though I never ran afoul of the minimum usage charge I did once ask if the minimum usage counted when I paid for the propane or when I used it and they said that it was when I paid for it, not when I used it, possibly setting me up to have low usage during the year I received the pre-buy propane because the pre-buy counted against the previous year. I do think that Osterman took advantage of my situation as a captive customer and charged high prices for propane, service calls and the tank. read more

The customer service people at osterman are horrible. I've had to call a hand full of times with billing questions and setting up my account, and each time I felt that I was putting them off just by calling. I am shocked at the attitude and rudeness with which they speak to their customers. I can honestly say I have never experienced such subpar customer service. They only good experience I have had was with the service technician, Daryl, who came to my home. He was polite, helpful, knowledgeable and efficient. read more

My experience has been awful with Ostermann and would recommend not using their service. We installed a 500 gal inground tank and ever time they have come to fill it up the price has been more and more expensive. the last fill up was $3.79 a gal. I decided to call around and do some price comparisons and found that their competitors were around $2.65 a gal. I called and complained and they told me that the price was good. I asked to get a price to buy the tank and they quoted me $3000. Their competitors price was $2300. I told them to take me off auto delivery and when the tank runs out I will dig it up and they can come get it. Save yourself the aggravation and use a better company who doesn't price gouge and has better business policies read more

This company is the worst! Once again if you could give it NO stars I would, they charged $1.50 MORE per gallon of propane than other companies! When I called the main office to ask about the price the woman said i didn't use enough propane to get the better price! I have used 600 gals already this summer for my pool! The guy that works in their local office who was always nice suggested that I change companies! I am happy to say that I got rid of them and have a new supplier with low pricing! I know many people in my area that are unhappy with osterman, I am giving them the new company's name. The people in the main office are rude and don't do anything to help you. I really don't understand how they stay in business. read more

They are so rude im making pymt. Everyweek and only use it for heat she's says it's not enough for shutting you off and you'll have to pay a reconnect fee of $95 she said your little payments aren't enough and hung up! read more

If I could give negative stars I would! I'm not a customer but my mother has been for years and I've listened to her complain about their rude customer service, gouging prices and terrible service. They've let her run out of propane multiple times and are always rude when she calls to notify them. They make it seem like she is the one inconveniencing them for a delivery! She finally decided to switch companies earlier this summer (thank goodness). They have yet to pick up their tank. She's called multiple times and always gets the run around. Everyone she speaks with acts like it's their first day there and they have no idea how to help her. It really is pathetic. She has spoken with multiple people who have all made worthless "notes" to have her tank picked up and yet- there it sits in her yard. The worst part is they are holding on to her money (as she was on a payment plan) and will not credit her until - GET THIS - they pick up the tank. What a nightmare! I'm urging her to take some sort of further action, as calling to speak to "customer disservice " gets her nowhere. Please avoid this company. At. All. Costs. read more

This company charges 2 times the amount for gas $449.00 vs $2.28 gallon they fill your tank when you email them call them and them not to because you are not going to use them any more. then When you get them to take the take they charge you $129.00 for not using the service ?? Don't call them do your research read more

Be CAREFUL!!!! Watch your price per gallon. These guys will charge you based upon what you will tolerate. When you call, they give you an instant credit, so they seem to know that the price is out of bounds. They justify it by connecting it to your consumption, but that is, at best unethical. Don't get gouged. Use another service. read more

OSTERMAN PROPANE'S service is terrible. We ran out of propane early Saturday morning. I called their emergency line two times. No one picked up, even after I waited a half hour both times. When they called me on Monday morning, the call girl accused me of ignorance. Stating that I should have known that the tank was low. That would have been understandable but the tank reads 80% full. When I told them this, she said that most tanks are inaccurate, (but 80%????). Then told me that they would charge an additional fee for delivery today (Monday). I've got my Mom living with me, she's 85 years old and went without hot water or stove use for three days. I felt stuck. I called NORTHEAST Gas, they are coming tomorrow to put a new tank in. Plus their prices are substantially lower then OSTERMAN PROPANE. When I called OSTERMAN to tell them that I was switching, I was told that they would not pick up the tank for two to three weeks. I am having their tank placed so that all traffic on my road will see it. On the tank will be a sign "OSTERMAN PROPANE TANK REMOVED DUE TO POOR SERVICE" They can leave it there as long as they like..... read more

They seemed fine for a while but when they own your tank they can charge you what ever they want. I thought the price was bad in 2017 when they charged me 5.70 cents a gallon for around 60 gallons when the average propane costs were around 2.40 a gallon but when they charged me 6.40 a gallon last year for the same 60 gallons when propane was around 2.60 a gallon I knew I was being ripped off. I canceled all future deliveries and bought my own tank. Now I am getting propane for 2.00 a gallon. I can understand a modest mark up when they own the tank but 300% is ripping people off. It should be illegal. read more

My recently purchased home came with a circa-1995 electric range. After years of cooking only with gas ranges, the switch over to electric was difficult, so I decided to move to gas. However, given that my neighborhood does not have a natural gas line, my next best option was installing a propane tank and running a line to my new range. I ended up picking Ostermann after two independent people recommended them. The salesperson I spoke to (Shaun) was very helpful in explaining how the service worked, and approximate costs. Within a couple of days he was able to visit my home and scope out what size tank I would need and how long it would take to do the work. Once the range was delivered, Ostermann filled out the town permit paperwork, completed the installation, scheduled the inspection, and then turned on the line. Apart from signing the contract and scheduling the visit, there was little to no work on my end. Thus far, the tank and propane line are working great, and I am greatly enjoying using my new range to cook. Overall, I am very happy with the service I received from Ostermann. Since hiring them to install the propane line, I have spoken to a number of people in my neighborhood who have all had similar work done, and many of them have used Ostermann as well and have had nothing but good things to say. read more

I am a new customer of Osterman Propane in Grafton,MA. so far they hav been very good the service was good and j was able to get all my questions answered every time i called customer service. They explained how it will work and gave me options to choose from. So far i am satisfied. So I don't understand the negative comments here read more

There are a lot of crappy reviews here so I thought I would chime in. I use propane for my pool and we do two fills season. The tank was here when i moved in and after calling around for pricing Osterman was the best for my needs. I send them and email and a few days later my tank is full. Pretty easy. I gave them four stars because I haven't tried their service techs yet but I am planning to so so I will update after that. read more

Their prices are outrageous and their customer service is not so great, either. 7 dollars per gallon?? Oh but if you want to change companies they also charge you to pick up their tank, even though I've been paying to rent it for years! read more

Osterman Propane has poor customer service. Customer service has declined over the last two years. I am on auto delivery and a budget program. I have ran out of propane and at the moment my tank is in the red indicating it's close to empty. I have called the office after long wait times and when you get through you get no answers except were busy and don't know when we can get to you. One customer was told to eat out at restaurants and shower at a friends house. WOW what do you say to that. I have called the office in Massachusetts to talk to the manager and district manager with no response. One can guess bad service starts at the top. The have my number and email so no excuses. read more

I am a new customer with Osterman Propane, thus far they have been awesome! I wanted to get propane to fuel a new whole house generator. Their Sales staff immediately responded to me, which included an on site visit, rapidly followed by a proposal. Their service staff (ie. gas pipe fitter that managed the installation, also the man who delivered two large tanks) were each awesome. Each knew exactly what he needed to do, and went right to it. Each was also helpful and friendly. I also called the office once, office staff was pleasant, helpful. Their staff made a great impression. Each presented as very customer-focused. I want a service provider that is honest, reasonably priced, provides great service, and is reasonable to work with, and I think that I found one in Osterman Propane. read more

Recently we moved into a home with a gas fireplace and a propane tank. Moving from the city and not having much experience with Propane (other than in my Weber gas grill), I was informed by the previous owner that they used Osterman. When the weather became cooler, I called Osterman and was given a quick 101 and how to check the level of the tank. It was low. Within two days, the tank was filled and we have enjoyed a lovely fire every night! I find Osterman to be very accommodating and have discovered that their services are less expensive than a couple of other companies in the area. I see all of these reviews are from so many different cities and states. For my service with Osterman in Northbridge, MA....I am a satisfied customer. read more

The initial "set up the propane" call was great, friendly customer service, I felt happy with my first time with propane. Then the day of hooking up service arrived and I called 4x asking for the "time window" when the guy would be because I had a few errands to run. Never got an exact answer. I got a run around at call #2 saying "I'll have the girl call you back", she never did so I called an addt'l 2x to get an answer. I had to find family to hang at my house because at 5pm I had plans. Guy showed up at 5. I was told he would call when he was 30 minutes away, he never called. The lack of communication put a damper on my initial impression of Osterman. I'm just hoping to not run into any further problems! read more

I cant stand them!!! Most recent - made me wait 5 days for propane and then did not show up. Their prices are higher than every other company and their customer service sucks! If you run out or propane they charge you even more than they already do, even if its because you run out while waiting for them!! Greed at its finest. I cant wait for them to get their tank outta my life!! read more

CROOKS Osterman Propane is one of the worst in the industry. This company does what ever it wants when it wants. I had delivery set up on a "on call basis" it went good for about 6 months then they came and decided to fill up my tank. I called up because I did not want this fill and could not afford it after the awfully cold winter 2014. They kept telling me that in all the contracts there is only automatic deliveries. They could not explain why I had been only getting deliveries prior to this after a call. They finally agreed to come take the tank with the propane and credit me. I thought this was great until 2 weeks later I got a bill for tank removal. They made me pay. Crooks and A - holes read more

Gerrit Sp So far no issues or complaints. Efficient and a good price. Very quick hookup. I like the on line statement access. Staff has been friendly. read more

I wish there was lower rating than one Star! Bottom line, Stay away from this Horrible company! Do not use them for any services! Bad customer service, uncooperative staff, drivers with attitude, late deliveries, over-priced charges, They think they owe you once you sign a contract with them. I had to pay extra $$ to get away from them! I'm free now :) read more