Two days calling for a fill on a tank they own. Woman in local office cant help. "Let me transfer you to inside sales.." Off to the dungeon of Muzak for many minutes. Twice in one day. Like calling the IRS. Company taken over by a Mid Western conglomerate headed by one percenters sporting their MBA and investment fund management bona fides. All well and good. But service is not their thing. Money is. Fees fees fees and no one answers or calls back from "inside sales". There are other suppliers. Move on from this one unless you're using thousands of gallons a year. Residential accounts seem like a nuisance to them so they make it hard to discourage you. read more

At the moment the review is 1. I hope they can improve on Monday. The first thing they did was do a credit check on me. They waited for over a week to call me back to take more details. I then had to call them back after they ignored me for 2 weeks to arrange the inspection. They gave me the window of time. I arranged the time off to be at the house. The window was 2:30 - 5:30 and they promised a call the night before to narrow the time. They didn't. I call them at 3:09 and was told I'd get a call back within minutes. 40 minutes later I called back. Was told I'd get a call back soon. This time they didn't lie. They forgotten about the appointment they'd set up and asked for another time. Although they were apologetic, they would come as promised. I had to compromise and take another day. If they show up within the window on Tuesday I'll take this review down. If not, I'll be upset. read more

Horrible service, ridiculous fees. If you have a choice use a different service and you will save time money and frustration!

I was a customer for 41/2 years. I was told I owned my tank, Osterman argued and said they owned it but according to Town hall, They never pulled a permit. Supposedly they pulled a permit in June 2020 just prior to my purchase of this home, that tank was not new. They refused to show me copies of the permits or their ownership, instead they came and put a lock on my tank. I was on auto fill and thankfully the driver didn't have a key when he came to fill my tank.I was at 22% I do Not deal with bullies well, so I called around and found a local owned company who came and swapped my tank for the price of the permit. today (3-18)the price of propane is 5.27. Pioneer Valley is 2.99 a gallon with very nice customer service. The audacity to charge 2+ dollars a gallon more with aufull customer service is just wrong. read more

The manager of Osterman's propane is incredibly rude and has absolutely zero customer service skills. Even after proving that they were in the wrong with our service they continued to deny and refused to provide good quality customer service including refusing a refund. Even after he offered to "meet half way" he still denied any wrong doing. I highly recommend looking elsewhere unless you want to be treated like trash. He lost our business of 1200 gallons per year in a personally owned tank for the past 4 years. Everything happens for a reason and we are now with our previous company which we used prior to purchasing our house and now we are at an even better rate. I wish we never would have stuck with who was familiar with our property when we bought our house. read more

Terrible customer philosophy. They entered our property without permission or a police escort and shut off our propane tank without even knocking on the door (we were home). There was no outstanding bill, we had recently moved in and they demanded we sign up with them (even though we paid the previous owners for the propane in the tank). Osterman were forcing us to create a customer account with them. I had to threaten them with a police summons to get them to come back and turn the propane back on. We instructed Osterman not to auto-fill, as we were planning to switch to another company. They did it anyway. Aweful company, will not do business with them again. I would give zero stars if it were possible. read more

This company should be avoided at all costs. DO NOT DO BUSINESS WITH THEM!! All but one of the several service technicians knew what they were doing. Wrong parts were ordered to repair our systems. The "home office" charged us not only for the wrong part, but also the replacement part and two additional service calls. When we disagreed with the charges we were met with essentially a "too bad" response from the managers of the company. The office manager (John) and the finance department contact aka customer service manager (Danielle) were arrogant and poorly attempted to be condescending. We then received a "past due" notice for the amount under dispute and then within no more than 5 days a notice of collections. To top it off, they came and took back the propane tank, which is fine, it was a rental through them, but it was completely full (120 gallons) and no refund for the propane in the tank was provide to us. This company is the epitome of a poorly run business that is focused on nickle and diming their customers to make money in the short-term and nothing more. I have reported them to the BBB. My hope is to write a follow-up review of this company outlining a successful counter-suit and the approach taken to help others that were screwed over by this company. On a side note, AMERIGAS has been a pleasure to deal with and I highly recommend them as they service the same area as Osterman and will beat their prices. Lastly, I welcome any response from Osterman to refute this review, although I doubt they care enough to lift a finger beyond counting their diminishing pennies as usual. read more

Thanks for helping me Out today when I was In a major bind

The worst customer service. We're well on our way to running out of propane AGAIN. We've made numerous calls and they said they'd TRY to get here. I live in Sterling and they're located in Sterling! I wanted to avoid the hassle of changing service providers, but I've had it. I've been a customer for over 20 years. They also charged me a 'minimum service fee' for YEARS. You think they give anything back when they let you run out?? Nope. Not even an apology. Go elsewhere. read more

I understand they price gouge customers and do not provide auto fill services. They charge hazmat fee for every activity. They do not maintain the gas pipelines and allow them to corrode to dangerous extents without replacing. They are no better than Columbia gas. They take a long time to respond to customers. read more

Osterman office will not pick up the phone so it goes to the answering service. The answering service will not take a message for the office unless it is an emergency. They say to call back during normal business hours. It is during normal business hours. Endless loop. This is the third day in a row of this. Worst customer service ever! P.S. The price is REALLY high too. read more

I would give 0 stars if it were possible. Stay away. I only chose Osterman for my propane service a couple years ago because they gave me my first fill up free. I wish i had went elsewhere. I swear last year they screwed me out of over $300.00!!!! I received a bill in the mail for a fill up, ( never got the slip on the door knob either), stating that they filled me up last week with about 120 gallons. my previous fill up was 3 week prior. It was the November. I know I did not use that much fuel in 3 weeks in Novemeber. I called and told them that i don't think they really even came out. (Keep in mind that I keep a good eye on my gauges. ) I asked why i didn't get a slip in the mailbox or door knob and they didn't know. I don't think they ever came. There crooks!! I just switched companies and the past couple weeks been waiting to pick up there tanks. They finally came and I got a charge to take the tanks away. Which is in the contract and I planned on paying. But reading closer to the bill I noticed it states that the tanks were picked up and were both at 0%. Which is a lie! They were both at 10% and I talked to Debbie a week prior, told her that and she assured me I would be credited. Now Mike Smith, who hung up on me by the way, told me I will not be receiving a credit because the driver says they were at 0%. There all assholes. Stay away from this company read more

As new customers, we're off to a good start! It was easy to become a customer, and I experienced very prompt service with a quick fill up for our tanks. I've called customer service a couple of times, and each time, received prompt, courteous service. I'm looking forward to being a customer for years to come! read more

If only ZERO stars were possible I cancelled my service with Osterman because they placed far too large a propane tank which rarely needed to be filled as a result, and then they charged me rent each year for the tank. I bought and filled my own tank, cancelled my service and asked Osterman to come and retrieve their tank. Besides picking up their tank, they DISCONNECTED MY propane tank, took the regulator and connecting hose, and capped the pipe. They did not inform me that they would do this or that they had done it. They did not return to me these parts which were at my house when I bought it but switched out when I first became a customer. They simply left my house with no cooking fuel and REFUSED to come back to reconnect it. When I called the emergency line, they had someone from Michigan call to say I should call the office when it opens in the morning, and unfortunately there was nothing they could do. The left us stranded with no way to use our stove or prepare meals and couldn't understand why we were upset about this. read more

Considering using Osterman Propane? WALK AWAY!!! If you are considering Osterman Propane to heat your house, walk away and find someone else! If they are going to treat you as a customer as they have been treating me they will: * Lie to you * Take advantage of you * Damage your property I ended up as a customer with this company when I bought a new house in 2012. I was told there was a 500 gallon tank underground, and naïve as I was I assumed I had bought that too. Half a year later I learned that Osterman Propane had placed the tank there, but not turned over the ownership. That left me with them as the only allowable supplier for propane. Of course they exploit that advantage to charge a dollar more per gallon than the average price of propane in Massachusetts, not even a dollar more than the cheapest, but a dollar more than the average price! When I ordered gas, they sent a contract, which I refused to sign as it stated that if I didn't use enough of their product, they would fine me $180 a year. I have tried to contact them several times to buy the tank from them, but I always ended up in an infinite wait for the manager to come to the phone. Last year they billed me for not using 500 gallons in a year. I didn't wanted to deal with their collection agent, so I paid, and sent them a similar bill for occupying space on my property. They then called and told me I was one of the houses in my neighborhood that used the least amount of gas, and that unlike everybody else, according to them, didn't had a gas stove, or a gat water heater. They flat out lied to me! I did some checking, and no one around here has a gas water heater, and only about a third has gas stove! Also, with the amount of gas I used in a normal winter, I would use less than 500 gal of gas in 9 winters out of 10. No, they didn't overestimate my gas usage! No one gets it THAT wrong! They just want to collect! So I told them to pick up their tank within a reasonable time. A month should do it. After that they would have to pay rent for using my land. They called when the month was almost up, and gave me the same lies about why they felt I should had bought more of their gas. Of course they didn't pick up their tank within the deadline, so I have sent them invoice after invoice without any reaction. Finally after 5 months they finally arrived to pick it up. It was half full with gas, so I had them sign a piece of paper stating the content of the tank and that they should pay me the average price of propane in the state of Massachusetts of that week. Of course that one had to be routed through their office. They had destroyed my lawn there the tank was buried, as they filled up the hole with sand, in which nothing can grow. Even the landscaper who did the job agreed that the job was only half done. Have I got my money for their stupid $180 fine back? Have they paid me for the damage to my property that I had to fix afterward? Have they paid for using my land without my consent for 5 months? No they haven't! Have they paid for the gas that was in the tank when they picked it up? No they haven't! I think there is a word for taken something that doesn't belong to you! In short; if you consider entering a customer relationship with this company, I would strongly advise you to look elsewhere! read more

We have had issues in the past running out of propane even with an account in good standing. So I switched companies and they got bought out by Osterman. Now we got a minimum usage charge and when I called to ask questions and try to resolve the issue nicely they come and disconnect the tanks. They cost more and the service sucks. I would go to a different company. read more

This company is the worst. I was on a monthly budget with Energy USA and when they switched over they no longer honored my payment plan. I continued to make my payments in full until I was hit with a $1300.00 bill for the month of January (might I add that I had propane delivered twice within a 22 day period). I sent them a check for $500.00 for that month and then another check for $500.00 for the following month. This brought my balance to less then $400.00. During this time I was unaware that NO MORE deliveries were being made to my address. Soooooo 42 days later, I run out of propane. I called them to ask for a delivery and they said I needed to not only pay the balance, but pay an additional $150.00 because I had let the tank run on empty. ARE THEY KIDDING ME!!!! I explained that I had three children under the age of 11 and that my entire home runs on propane. I now could not cook, bath or have my children be warm in their own home. Guess what happened then..... nothing... tooooo flipping bad for me! I called the BBB and the Attorney General to file a complaint. If I could switch over to a new company I would but unfortunately they own my tank and I cannot afford to buy it from them at the moment. DO NOT GET YOUR SERVICES FROM THIS COMPANY... THEY ARE THE ABSOLUTE WORST COMPANY IN THE PLANET. NO CONSIDERATION FOR PEOPLE. read more

I have had great experiences with this company. Great service. Technicians are efficient, knowledgeable and polite. They come prepared and had the parts needed to complete the jobs. I highly recommend this company. Tracy Page in Sterling, Massachusetts read more

I have propane fireplace logs that we use to supplement the heat (our main heat is from oil). I have an 80 gallon tank outside, and I contact them when I'd like a delivery. I use their web site to request service (I'm not in a rush), and sure enough, usually within a week, they drop by. I've been an Osterman customer for a several years and it's worked out very well. read more

Just had a heater installed for our pool and used Osterman for propane tanks. So easy to get in touch with, was always able to get someone on the phone, even as early as 8:00. Very easy to schedule with and responsive. Would definitely recommend for the Acton area. read more

After using Osterman for years, I realized that they are now charging me $6 per gallon for propane. This, when the Mass.gov price survey says that the average price in the state of Massachusetts is $2.67. Upon trying to renegotiate a more reasonable price with them, I was greeted with rudeness and the attitude that I am stuck with them and have to pay their unreasonable rates because I would need to pay a bunch of fees if I want to switch and go with someone else. Pass this company up, and look elsewhere. read more

This company seriously sucks. If you are located in Leominster you better call for delivery when your tank is at 50%. I called and two weeks later still no delivery, until eventually I ran out and they wanted to charge me an emergency fee. Customer Service is anything but friendly and they honestly do not care about their customers. I had them check out the tank since I was running out very quickly and they stated nothing was wrong. Upon inspection from another company I actually had a leak. So they are doing whatever they can to make money. read more

With the addition of a gas fired wood stove we became propane users. Osterman was prompt with the tank installation even working around our construction project. When it was finally time to connect the stove the technician was friendly and efficient. We are happy customers. read more

As everyone else has said, Osterman is a terrible company with horrible customer service. They deliver whenever they feel like it, sometimes not at all. I've been waiting for weeks after requesting a delivery. So far, no delivery, no call, nothing. After calling them again and asking what's going on, customer service says they don't know nor can they tell you when they might deliver. They just keep you hanging and waiting. They will also charge you a minimum usage charge if you don't use 1/2 the capacity of the tank annually, which I suppose you will do if you use propane for heating or cooking, but for other applications like standby generators, you hope you never loose power long enough to use that much in a season. It's like reverse insurance, you get a good season where you don't loose power and you have to pay Osterman a penalty for it. Some other companies charge a monthly rental fee for tanks, which is an even bigger rip off. My advice would be to purchase your own tanks. This can be difficult, as propane companies HATE to sell tanks and loose out on these fees and charges. But if you look hard enough you can find them through plumbing supply companies or online. Just make sure you get ASME certified tanks and not DOT tanks (which require regular inspections). read more

I agree with Smile H. that their customer service, specifically Danielle in the office, is horrible. Danielle is very condescending and should not be in any customer service roll anywhere. When my tanks were picked up, the drivers even expressed how they have lost business because of her yet management does nothing about it. She seems to have way to much control in this particular office anyway. I once called to get a delivery to top my tanks off for the winter so I didn't run them down and incur a huge bill(I was unemployed at the time) and Danielle refused to schedule the delivery. I was at 35% capacity and she said they would only deliver at 30%...really? Her response to me was "so your concern is a financial one and not that you are in need of propane?? In an extremely sarcastic tone I may add. When I did finally meet the 30% threshold and called on a Friday to schedule a delivery, she told me it would be delivered on Monday. By Friday of that week still no delivery. I called them back and Miss Personality answered the phone and when I told her that the delivery I was expecting on Monday never came she had the nerve to ask who I had spoken with(sarcastically again I may add) knowing full well that it was her.....the delivery finally came the following Tuesday. Consider Eastern Propane....better experience by far! read more