This is a Sunday morning update to the post from Saturday night. Part of the problem seems to be the person who happens to get your call. This morning, I called again, and Colleen told me that there was a delivery ticket for our house for today, Sunday. She contacted the delivery person and called me back. The delivery came within an hour of our conversation! Had the person from Saturday night's call been able to do more than send an email to logistics, it would have been good customer service, good communication. It is possible she could not access that information, in which case, the fault lies with the system, not her. Bottom line here, we now have heat and hot water again. Thank you, Superior Plus. Saturday night with a snowstorm coming and we (my husband and I, two elderly people) just ran out of propane. We are on automatic delivery, so I would not expect this to happen. I was on the phone rabbit hole for 18 minutes and got cut off. Called again, and finally spoke with a person. She said she could not arrange for an after hours delivery (Okaaaay, so why did they have me "press 9 if you are out of fuel"?????). She would have to send an email to logistics and had no idea what would happen or when. read more

Completely unprofessional. Disorganized. Does not have your safety in mind. Failed delivery on/before Christmas despite being on automatic monitoring. We had a toddler and they let our house drop down to 40F until they were finally able to fill on 12/28/2025. They indicate on their website we should request deliveries to stay ahead of it. We requested a delivery on 1/31/26 when it was low. No word. I called for emergency fueling when tank was at 10% on 2/7/26. Spoke to Christina who said she would not provide her full name for privacy. I called the next day when tank was at 5% and spoke to Kat, who tried to argue with me that there was still fuel. 5% or below is depressurized Ms. Kat. I told her about the No Run Out Commitment, which guarantees 20% free fuel delivery upon failure of delivery (attached; https://www.superiorpluspropane.com/commitment-terms-and-conditions/). Kat said this was not their website and that their website was superiorplus.com. She mocked me and told me to stop googling. She and her manager had never heard of this before. When I finally convinced her that it was indeed their website, she finally told me that I was on automatic service, so I am not eligible. You see, clause 1b states this is specific to automatic delivery programs. I lived with their price gauging for years. $4.19 / gallon for propane and climbing but this is a new level. This company (Osterman / SuperiorPropanePlus) will put your home at risk of water damage and risk the safety of your little ones. read more

Osterman Propane - Their Commitment to Delivery. - Propane Near Me - Northbridge, Massachusetts

I have had ongoing issues with Osterman Propane for months. Nothing but empty promises, there is no action and accountability. Once known as a great propane option, this company has fallen quite low. I first dealt with Osterman Propane a year ago when we moved houses, our home had propane and turns out Osterman is whom the propane equipment is leased from. The initial setup was great. The representative advised they would come out to do a safety check and make sure all was well with the tank. I did ask if there was an option to buy out the equipment from Osterman, the rep advised they've never heard of that. The safety check never happened. A year later in June, I asked for a safety check again. I noticed a bunch of dead grass all around the propane tank. It didn't make sense as we had a rainy May and the lawn was lush green everywhere else. I called Osterman, the representative made an appointment, which was a month out. A little surprising given I was asking for a safety check, but I accepted the next available appointment. In June, the safety check was performed. It turns out there was a leak before the regulator. Any item before the line of demarcation, in this case, the regulator, is Osterman's equipment, and since the equipment is leased, it's Osterman's responsibility to repair this. The service rep on site advised of this. The service rep said the office would call back to coordinate a date for the tank repair. The service rep locked out my tank and installed a temporary tank and left. A week later, no call from Osterman to schedule the repair. I called Osterman, the representative didn't know what I was talking about. After multiple explanations, the representative made an appointment, a month out; which I found shocking. I called the local fire department, who called Osterman's directly. Osterman Propane reached out to me and advised they don't have equipment to dig. I advised them I was confused as they are a propane company and they perform underground installations. I told the rep that the equipment is leased and it's Osterman's responsibility to repair it, I suggested to hire a subcontractor to perform the digging. The sales representative Myron called me and told me they subbed out the work and they would be there in July to do the repair. Come July, no subcontractor showed, just Osterman service techs. They performed the digging and made the repair and locked in my permanent tank. Apparently they do have the capability to dig, still confused, I was happy the repair was made and propane was leaking outside of my house where my family and I sleep. I asked Osterman to provide me with a credit for lost gas, which was due to negligence and lack of the safety check from a year ago. They agreed to $75, which is way too low. I used over $4,000 worth of propane last year and would have used less if it wasn't leaking from Osterman's equipment. In August I received a bill for over $400, this was for the repair. I called Myron and customer service and explained this was a repair to Osterman's leased equipment. Myron advised this would be resolved and he would also send me a formal buyout for the underground tank. In September, the billing has not been updated. Myron is non-responsive. The office does not understand why this is happening but 'will pass the message along' to get the billing revised. All I wanted was my billing to be corrected, and a buy out for the tank, as I wish to take my business elsewhere, as Osterman Propane was negligent is failing to perform their safety check and propane was leaking outside of my home. As I've exhausted all options, and spent countless hours trying to rectify what I feel were simple requests, I am going to Worcester Courthouse to file a lawsuit. For anyone who expects honest service, accountability, action and responsiveness; look elsewhere. I'll update with review with the result of the court case. read more

If your home depends on propane heat, this company is a serious risk. I prepaid Superior/Osterman for the season under their "tank monitoring" promise -- the guarantee that customers won't run out. I still ran out of fuel in winter. When my tank reached 28%, I called proactively. For an entire week I was repeatedly told a delivery was scheduled. Every time I called, I was told the same line: "The ticket is generated and the driver will be there." No delivery ever came. My house lost heat during one of the coldest weekends of the year. I called emergency service twice. No response. This was not a minor inconvenience. Running out of propane in freezing weather risks burst pipes, structural damage, and family safety. The company had already taken full prepayment but failed to deliver the one service they advertise: preventing runouts. Another fuel company ultimately removed their tanks and restored heat. That is the only reason my family avoided a real emergency. If you rely on propane to heat your home, understand that this company may leave you without heat while telling you help is "on the way." Choose accordingly. read more

we are on automatic delivery when I called superior they couldn't tell me when we would be scheduled. They actually said it may be 10 to 15 days. Very disappointed. The person was rude and unhelpfu. read more

Multiple refill requests have been pushed off or ignored and now I have no heat in below freezing weather. Our appointment was pushed off due to "emergency" appointments. Not sure what constitutes as an emergency, but they sure don't care if you have heat or not read more

Osterman Propane was purchased recently by Superior Plus Propane out of Wayne, PA. For the last 2 months they have forgotten to come fill our tank and we have run out of gas. This happened for the second time yesterday. We left for the airport and our flight got cancelled so we came home to find that we had no heat. Thankfully we had someone coming to take care of our dog or this could have had serious consequences. This never happened when the company was Osterman Propane. Do not use Superior Plus Propane!!! read more

Osterman is the absolute worst:((( STAY AWAY!!!!!!!! They switched the wrong tanks out almost 3 1/2 years ago and I recently found out I have been using my neighbors propane and vice versa. I have put in calls and have had no luck:( I will be calling the BBB and "help me hank" AGAIN............STAY FAR AWAY:(( read more

I've been a customer for 5 years and yes, they try to gouge you every chance possible. Bought my home which has a propane tank serviced by Osterman. I've never had a propane tank for heating and unbeknownst to me, there is a minimum that you must meet each year. My first year, I was unaware of this. I had them fill my tank in January which was about $290. I didn't need any further fill ups and then in October, I requested a fill up. I got a bill for the fuel plus a $90 charge. This charge was because my year was up in September and I hadn't met the minimum. Now they obviously new my year would be up in September but instead of reaching out to via email or a call to say hey just want to let you know you haven't met the minimum yet so please place an order by September 30th, they instead send me a charge for $90. I did fight the charge and they did waive it. Last year, I met the minimum but the tank ran out of propane so that's another $159 charge because they have to do a leak test. It seems that there is always something. You would think with any new customers they would give you a listing of the various fees/charges you might incur. And now I am calling to request a delivery and I have been on hold for 30 minutes. You would think when they have a large volume of calls that they give to option to leave your name and number so a representative can call you back. I mean with all these ridiculous charges they should have sufficient funds to update their calling system. read more

We are setup for auto delivery. Called them at 8am and they refuse to come out said they will deliver tomorrow. It is in the middle of winter. I plan on contacting the AG and finding a new company in the spring read more

Have been a customer of Osterman for over 20 years. They have always been great. Haven't seen any issues since the changeover to the new company. Marcel the service tech is THE BEST. read more

the absolute worst customer service you can imagine. the representative just hung up on me mid conversation because she didn't want to answer my questions about a delivery that was just made. read more

Similar to a lot of other reviews, osterman/Superior Plus Propane continue to charge random amounts for minumum use, delivery, rates for the propane etc. The contract doesn't state the amounts for the charges so they throw random ones. Last year I was charged a $75 dollar MU fee and a couple months later filled my tank in December. Come October 1st I was just charged $180. So the fill up was within the year of the MU charge, and with the tank fill up I should have been right about the MU rate, or at least charged the similar 75. From the looks of other reviews and prior interactions with Osterman and the parent company Superior, that they are using these fees as a money grab and get you by leaving the fee calculations off of the contract. Be careful as you're getting the classic money grab with this economy. read more

They wanted 4.38 a gallon for over 500 gallons. They are a total ripoff. They sold out. On to a new supplier for almost half the cost

After 13 years as an Osterman Propane customer my wife and I have requested they remove their tank from our property. We use propane for cooking. We only require a fill-up of the tank about every 2 years. This year they filled the tank and billed us for 40 gallons at $7.259 a gallon!!! Yes you read that right $7.259 a gallon for propane in Massachusetts where the 2019/2020 winter Weighted Consumer Season Average is $2.79/gallon according to mass.gov I called to request an adjustment but they refused and the only option left was to request they remove the tank so we can select an ethical company that does not price gouge. If you are an Osterman customer I suggest you carefully monitor your invoices from them. UPDATE: They reconsidered and have adjusted my rate to be in line with the Massachusetts seasonal average. I agreed to stay on a a customer. Moral of the story: If you get a crazy bill, fight it. Sometimes companies do the right thing in the end. read more

This people are crooks. They charge you for services not provided. Filled my tank the same as every year but this time they charged a $110 for a pressure check. Have video cameras and watched them fill my tank and leave. No pressure check! I told them I am not paying that and they just came on my property and took the tank! Good riddance! read more

Extremely overpriced. It took 2 weeks to get a scheduled tank pickup after canceling the service. On scheduled day, of corse they didn't show up. I called again to find out when the pick up day and was told not for another 2 weeks. After the pickup, it took another 2 weeks for them to submit refund check for the credit I have with them. Then when I called again to find out when to receive the check I was told to wait for another two to three weeks. There are other companies out there that deserve your business, so do your research. This company certainly doesn't as it doesn't value your time nor your business. This whole process started on 11/29/19 and still on going. read more

I had the same comments as GW and Paul B. Went on autopay and trusted. Then they gouged me at more than $5/gallon -- $2 more than the going rate in Massachusetts (which my neighbors were paying). Absolutely avoid this company. read more

Worst utilities company I've ever had the mispleasure of working with. No communication on policies, they let propane run out then charged me a service fee for the tank being empty, and made me pay extra for an out of schedule delivery. The gauge on their tank was broken leaving me with no way to know the gas was that low. Yet I had to pay extra (at least 150$) cause of this. DO NOT USE THEM. read more

I rarely write a review but felt the need to do so to protect others from these unscrupulous individuals. Very slimy, dishonest, condescending and overall just plain poor business people. The sales person tried a bait and switch and when I try to address it with the general manager at the office, it seemed as though this was a scripted event and common place for the company read more

Last week they filled my next door neighbor's tank. I asked, "are you filling mine today?" The response was a terse and impolite, "you're not on my list". Then, they send a truck less than 24 hours after Lowell got 24" of snow without any head's up they were coming. The driver pulled up for about ten seconds and then drove off. In a frustrated rage, I shoveled the approximately 150ft path and called Osterman to tell them there was now a path please come back. 5 days and three calls later they have not come and now more snow. NEVER use this company they are an embarrassment beyond belief. I wish I could give negative stars. read more

Absolutely the worst company ever. Save yourself and just find ANY OTHER company. Predatory billing practices, relies on the customer not paying any attention. I can't believe I gave them a second chance-- the manager acted like this would never, ever, ever happen again, and here is a great offer to make it up to you-- but, the joke is on me. read more

I love this group of people. Especially one of the senior technicians, named Steve. This gentleman could give seminars on valuing your customer. Not only is he fantastic at his job. But is courteous, empathetic and hey, here is a new concept. He actually gives a dam about his customers. read more

Horrible customer service but hands are tied to use them as part of a townhouse community. We called weeks ago to switch account owner as my roommate moved out. They told us multiple times, very dismissively that it was all set and someone would be reaching out to us. When no one reached out we called and they told us it was all set. Weeks later my roommate has revived the bill in the old account and spoke to woman on phone who was very rude to him and again said someone would be in touch. A hint of customer service skills may serve your organization well. read more

This company has provided us with the worst service imaginable . It had taking them over 5 weeks to complete a project from the intended time frame given. They keep coming up with different excuses as to why they cannot complete the project . I do not recommend them at all as their service is horrible . My plumber had warned me, I should have listened . read more

Drastic higher in price compared to state average but they lock you in because they 'own' the tank. What a great way to screw with your customers. read more

Osterman Propane Inc. ( Bridgewater 02324 and Whitinsville Ma 01588) has 43 Better Business Bureau complaints in the year 2019! They are a deceptive fraudulent Company. Shame on me I was asleep at the wheel paying three times as much as my neighbors for years. They charged me one summer for not using propane. I have called them for weeks nobody will call you back Because I asked them if they would match a price of a competitive company. You cannot reach them by email To negotiate or END your contract.....Which by the way has $150 termination fee...I have tried sending faxes for them to come and get the tank I cannot get out of their contract fast enough... Call pilgrim propane 781-878-5518 Hanover Ma. They have great reviews I'll be switching to them shortly . trying to cancel Osterman is read more

This company wouldn't take a debit payment over the phone. They made me pay cash on delivery plus and extra $100 but didn't have change. This company is terrible. read more

Quite possibly the worst company I have ever dealt with. My girlfriend and I have an osterman propane tank at our house which was left over from the previous home owner. Osterman is now charging us a minimum usage fee for that tank. I tried to call the company to explain our situation but some horrible woman essentially told me "too bad so sad". read more

4 months I've been trying to get them to pick up their tanks from my yard, now allegedly they will come in January (another 2 months) to pick up their tanks. I've called customer service because it stinks like rotten eggs around the tanks but that doesn't seem to matter to them at all. read more

I've been using Osterman's for years. I feel badly adding to the miserable reviews, but: I just received a delivery this week and was charged $3.24 / Gal. owning my own 500 gallon tank. That price is outrageous, and double what I've been paying at my other residence. I complained to customer service after my last fill and got the price adjusted down from $2.86. Now a few weeks later the price is even higher? I've shopped around and learned that Osterman is over-charging me $300 for this last fill. LAST FILL from Osterman!! Shop and compare, folks. These guys got their prices in the clouds, and their heads where the sun don't shine. read more

Was charged 5.999 per gallon in Feb 2019 120 gallon tank just for hot water. Not happening . Will never do business again

Been a customer for years and years. Needed a emergency delivery on a sunday and they said it will be a $250 delivery charge paid upfront unless I can wait till tomorrow. So $250 delivery is completely outrageous so i said ok we will wait till tomorrow and planned to close rooms , dress warm and wait it out. Then they called back and said it will be a $150 delivery change paid upfront because it's not scheduled day they are in my area.so I said what about Tuesday? And they said it'd be more like maybe Thursday. (Maybe Thursday??? The other days are definitely not delivery days in my area and Thursday might be??? Your not sure? If i said ok thursday would they have said ahh its gonna be Saturday or next week ....???) To me it seemed like they were intent on charging me a fee no matter what. I had no choice but agree to it . Waiting a day is one thing but I couldn't wait 4 or more days when im out of propane. They delivered it after I got home from work the next day and charged me 4.449 a gallon! Almost .50 per gallon more than last delivery. I'm done with this company. read more

I was told that they would send me a check for the remaining balance in my propane tank. This is after the account was switch into my name and I initiated the switch to another company. A supervisor was supposed to call me and never did. this is after emails and multiple phone calls. This is by fast the worst propane provider that I have ever dealt with. read more

On auto delivery and we run out all the time. We have a pool tank that they charge us 600.00 bc we rarely meet their minimum.

I think paying 5.79 per gallon for propane is beyond crazy. These people are crooks. 259.24 for 42.7 gallons. I will be looking for an alternative supplier. read more

I have been a long time Osterman propane customer.. Always believe they overcharge, but it is not easy to switch if you do not own your tanks. My furnace igniter crapped out as mine does every 1-2 years.(which is a major irritant). I called for service today, as I have done in the past, and they said they do not service anymore...Go find your own service person.. good luck with that!! I find the reprehensible.. If you have Osterman try to leave them.. If you are looking for a propane provider..Stay as far away from them as 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

THE WORST. (look at their reviews on BBB before signing up with them if these reviews aren't convincing enough!) We inherited them as our propane provider when we bought our house. We could smell propane when we used our oven for the first time so call them and scheduled for someone to come out (non-emergency apt). We were told we would not be charged. He checked our tanks for 5 minutes (there was a timer set) and all was OK, there was no leak. We then asked him to put one single screw in to secure the hose to the house, which should have been done at installation and was brought up by the inspector. He was at our house for a total of 20 minutes. We never got a call when he would arrive like we were told he would, just showed up. Mind you, THEY OWN THE TANKS. We do not. We then called asking why we received a bill for $60 to check the tanks they own that could have been leaking. The woman proceeded to not let my husband speak and kept cutting him off every time he kept trying to tell her what happened. She kept making assumptions that were incorrect, then lectured my husband on how it is normally $200 per visit (WHAT?!), throw her coworker Katie under the bus who was the last person to speak to us, and clearly had no intention of refunding $60 to new first time clients. Needless to say, I cannot wait to sign up for a new provider and never work with Osterman again (hope it was worth the $60). Although after looking at other reviews, it looks like we will be waiting a while for them to come pick their tanks up. read more

I'm not one to take the time to write a review on too much but i couldn't let this go.I should of known better after not getting a response to my question . Why my budget amount given to me was so high and no where near my average use the year before. I know a lot of people are busy with they're lives and with auto debit set up don't actually notice the amount being charged . Each delivery cost has increased to an amount I just can't afford especially during this epidemic .After doing a little research I found a company with much lower rates and excellent customer reviews.Bottom line ,went from paying over 4.25 a gallon to 2.75 a gallon.Hope this helps others reading this. read more