Service is prompt and reliable but prices are well above the average for Massachusetts. For example, Mass Department of Energy lists the average cost per gallon for the state in March 2019 as $3.09 and meanwhile Osterman is gouging at $4.83. Disgusting. read more

They charge outrageous prices and try to justify it by connecting it to your consumption. The price on the bill is what they want to extort from you. They are very rude when you ask them to justify their high prices. Depending on who picks up the phone you may be able to get the price reduced or get a whole bunch of pushback. Unfriendly and unethical company. read more

Ran out of propane. Three children. House was in the 40s this morning. Have an "automatic delivery" and when I asked them why I ran out of propane, I was asked a bunch of questions re: my usage? When I called, the first person was helpful to call the driver, however we "lost connection/disconnected." 2nd person, could not have been more unfriendly. They are going to change the schedule of automatic delivery. Hopefully my pets aren't dead when I come home today from work. Not a good call at all. read more

I wish I could rate them lower. Thieves - complete thieves. I started with them three years ago - propane at $2.90 per gallon. Paid my bill and did not look closely at the cost per gallon for a while. Today I had a delivery for $5+ per gallon - and it just did not seem right. I cross checked Mass Gov web site for cost per gallon - average was $3.00. I called them to justify the $5+ price which was almost double market - and they said "yah - it is high. How about $4.88? Lowest we can possibly go - take it or leave it". So - I though maybe I am wrong and the Mass Gov site was wrong or missing something - so I called one competitor to cross check. Off the bat - $2.89. No minimum, no tank rental, free installation. GOOD BYE OSTERMAN...Never again will do business with these thieves. I don't begrudge anyone a profit - but when you start abusing your clients like this - then that is inviting a complaint to the better business bureau for anti-consumer behavior. read more

Absolutely horrible company!!! Customer service is rude. .They also do not reimburse a customer for unused propane when you request tank pickup. Stay away!! Trust me, this company will burn you for everything. read more

I received a delivery last week that we never called for, the tag they left on my door wasn't even my address! I called numerous times and no one would call me back but I received my bill in the mail pretty dam fast! To bad 0 stars isn't an option! read more

Ripoff company with poor service! Refused to sell me the tanks I was leasing from them forcing me to pay for tanks to be installed by another company. Price per gallon through Osterman was TWICE what I'm paying now that I own tanks saving me about $1200 a year. Took them forever to schedule tank removal too! Not a happy customer. read more

Before you switch to Osterman, consider our experience with their overcharging: In December, 2015, we had a nearly full propane tank removed from our house as we no longer use it. We were told that it would be weighed and a refund check for the value of the propane sent to us within 8-10 weeks. I called to inquire in mid March, as we had not received any refund; the customer representative told me she would have to "research" it and get back to me. I heard nothing for two weeks so I called back and learned the following: Osterman valued the propane in our tank at $325.01. So far so good. BUT we were charged $189.00 for pickup, and $129 for a "pump out", leaving $7.00 to be refunded to us. We haven't even received this paltry refund yet. This is price gouging, with Osterman keeping almost all of the value of the propane which can be resold. read more

This is a terrible company and terrible employees that don't treat people fairly for the services to be done.

My wife and I finally got fed up with volume-based propane pricing ($6+/gallon) on top of a low usage charge ($60/year). We switched to Tank Farm and asked that Osterman pick up their half full tank. Now we receive a $2.07 charge (with interest!!) for picking up their own tank. There was no mention of a credit for the substantial amount of propane that remained in the tank they removed. STAY AWAY FROM THIS COMPANY! My biggest regret is not dumping them many years ago. read more

extortion at it's finest! i've been a customer since 2012. spent thousands more because i do not "own" the tank and do meet a gallon level. i did some price comparisons. i could have bought three tanks with the rates i've been paying. don't get me going on the "other" charges. company has polite people answering the phones, but management shows zero care. after several complaints i have not received a single call from anyone in a leadership position showing any kind of appreciation for almost 10 years of my loyalty. can't wait to be able to move companies. sad ! read more

I've had Osterman since buying this house brand new in 2009. The tank was installed by the builder so I had no choice. I've never really paid attention to the price per gallon (yes, my fault), but my tank was just filled on 01-17-2019 and the price was $4.599 per gallon. Having seen other comments with people paying over $5 or even $6, this might not seem bad but after looking around, I found I could be getting it for $2.84 per gallon. That price alone would've saved me over $700 for this fill up, and come spring when the snow is gone and the ground is thawed, the price I'm going to have to pay for them to come get their tank will more than be made up in what I am going to save. I will say that the few times I've called for customer service (water heater issues etc) they've been great, never had a rude employee. But the prices are like highway robbery. read more

Horrible company with horrible employees. They charged us over 200 dollars to take 10 seconds to look at our tank. Our oil delivery guy said that our tank probably had a leak and he smelled something, so I called and told them, and they proceeded to bill us for the call for over 200 dollars. Our baby has Trisomy 18 and we are fighting for his life. He is on a ventilator and oftentimes when our power goes out we depend upon the generator, but with his sky-high medical bills we can barely even afford the propane. I told the woman of our situation, and she said they don't care if we cancel with the company and that they will come and take our tank. Depressed that horrible, evil people like this are still in business. We spoke with a woman named Nicole when all this transpired. read more

I have had Osterman Propane for almost two years now. I was a little apprehensive since I have never heated with Propane before. Their staff was very nice and explained the differences for me and made me feel at ease. They are great and have absolutely no complaints. I have only called them a couple times and the customer service was top notch. Recently I dealt with Debbie in customer service. She reviewed the billing with me and made sure all my questions were answered. I felt that she had my best interest in mind. I would highly recommend them for all your Propane needs! read more

Avoid this company at all costs. Dishonest billing practices and lies from management make this company the worst I've ever dealt with.

Bad bad bad! Just got a bill for my 100 gal tank that is used only for my fireplace insert. $6.90 per gal! WTF! They claim to charge a higher rate for people who don't use a lot of propane but that is beyond insane! On top of this they added a service charge of $99 for a "system check" that I never asked for or was notified was required. This will be my last delivery with E. Osterman and plan to file a complaint with AG. They are crooks and based on the other reviews, a lot of people feel the same way. read more

1 star is too good for this company. The customer service manager Janine actually hung up on me. Rude and unprofessional people. STAY CLEAR of this "company". read more

If I could give zero stars, I would. I have been using them for 3 winters now. The first winter I had ran out of propane once. The second winter I ran out of propane twice. This winter I have run out once as well. In three of the cases they tried to pin me for the blame and pushed he $175 off-hours delivery fee. In another the refused to deliver and claimed I was on hold for not paying, even though I had sent them almost $1K three weeks earlier. The administration are slimy, disgusting people that have no place running a business. The technicians seem to be honest guys. Do not use this company. read more

I'm a first time propane customer, never had propane before and know nothing about it. I had just rented a home and osterman had its tank outside, my land lord had told me if I ever was low to let him know he would help me out if I ever ran out during a storm.. (I have three young children 5,2 and 2 months) we live in the woods of Scituate.. I switched it into my name and got the tank filled. A few months ago it was low I had called the day before a big storm, osterman said they weren't sure how long until they could fill it, I ran out and my house was freezing, I called my landlord asked him what he ment by he could help me he hooked up a small tank during the storm so my children could stay warm. Osterman came a few days later and pulled the tank from my home saying it's against policy to hook up that tank to the line... now here's my issue I understand that but I have three little kids one being 2 months old at the time I can't have a freezing home and NOONE told me that when I put it in my name. I let them know I was a brand new customer to the propane world and when they said they were going to remove it I begged for them to give me just one more chance seeing as I had no idea and I wasn't even the one to hook up the other tank. And it was in the middle of a huge storm.. here's my bigger issue I had gotten assistance for my propane from the state and I had 400$ left with them they STILL have not returned to me or the state assistance program. So I give them one star, I understand their policy but they have no heart, they expect me to let my family be freezing threw a cold winter night for their policy? Not everything is black and white it was an honest mistake. No consideration for their customers and the whole situation was cruel. Thanks osterman for all the issues. read more

Simply put, they don't value their customers as people. Just read the reviews. Nearly every one of them sites a lack of basic decency and care. There are lots and lots of busy companies who face dissatisfied and angry customers every day - the best ones fix those things that they can immediately. The average ones fix things after enough complaining. The worst of them ignore and disrespect their customers until they fill the pages of yelp - and only then do they offer soft apologies. I imagine that one of two things is true 1) They offer no customer service training, and combine that mistake with hiring the types of people who excel in delivering poor customer service. 2) That they actually TRAIN their service workers to disrespect and put customers off in order to maximize a buck by understanding that most people won't complain - especially in the face of hostility. In either event, it's a leadership issue. So don't expect anything to change until leadership does. read more

I paid my bill electronically. The bill was mistakenly applied to another account on their end. They turned my gas off and then I was told I had to wait 6 DAYS until someone would return to turn my gas back on. read more

Ordered propane for first time and they delivered no problem, the bill was at the door for $60 some odd dollars and I called to pay and thank them. Then they said it was $130! Oh, btw we charge a minimum $64 dollar charge for delivery service. Poor customer service,,they won't retract. A heads up would've been nice. BEWARE!! read more

I've been with Osterman for six years and I hadn't noticed how high the price had crept. Today I had my tanks filled at $4.46/gallon when the Massachusetts average is $3.11. The delivery guy is fine and I haven't had any problems with service. However, I am going to change companies because of the price. Can anybody recommend a good company in central Mass.? (I don't know why Yelp is saying I'm in San Fransisco--I'm actually in Worcester, MA) read more

Good to know that when you have no gas, no heat, no hot water, and no way to cook your propane is only 5 business days away. God help you if it's cold out, i hope you have sweaters or a hotel room. They have no protocol for if you are on empty, you just need to go without heat for a week. It would be fine if they charged an emergency service fee for same day delivery but if youre out of gas you just have to freeze and wait. I was out of gas accidentally and it was 20 degrees and snowing outside and the representative very rudely informed me that not only was this situation my fault, but they are too busy to bring me gas and I would need to wait the standard week with no heat, stove, or hot water. Opt in to automatic delivery if you want a 300 bill every month. read more

Please file a consumer complaint with the Attorney General's Office if you were over charged. https://www.mass.gov/how-to/file-a-consumer-complaint read more

Please do not do business with them. Their prices are extremely high and their customer service is the worst! Really bad business ethics. I do not write reviews but don't want more people to be affected. read more

I'm replacing my entire HVAC system with a 5 room heat pump system so I intend to just leave their propane tank unused in my ground until they come to get it. I've gone in person and also requested by email to try to buy the tank from them (I assume it's the same price as excavating it out) and as expected they said they would contact me but I've never heard back. Absolutely awful company in every aspect. read more

Terrible company placed lock on my tank claiming they own it even though bought tank years ago from USA gas 16 years later they want $3880 for the tank same price new lol plus extremely poor service always paid them in full read more

Just received a delivery of 400 gallons- charged me $3.35 per gallon. Called two other companies- first came in at $2.79 and the other at $2.89. Both had no fees either. These are real rates not introductory rates..... Also- terrible customer service, well at least the first women I spoke with. The second one was ok. Wish I had remembered their names. I do remember the mangers name though- John, very rude. Not sure how they are still in business. Most reviews are all the same horrible! Stay away. Can you say by to Osterman!!!! read more

I have had nothing but poor service from Osterman propane. They make you wait till the tank is low before you can refill and it takes a week to get to you. If there is a snow storm deliveries are pushed out longer. This past snow storm I had to keep calling to get them to come out on my towns day for service. Barley making so I still have heat and cooking utilities. They request your tank be at 25 %. I suggest 30 to 35 % and tell them its 25% so you are on the safe side of their faulty service. I am looking into a more reputable company. P.S. oh they also hike the rates and you have to constantly have to fight with them for a lower / competitive rate. read more

This company business practice is horrible !!!! ABSOLUTELY stay away !!! Their customer service is horrible. I got a bill from them for the gas that I never asked for. They auto delivered the gas and bill me for it. I had indicate very clearly on the account that I "will call" if I need more gas. I filed a complaint with them and basically got a "go screw yourself" from their customer service, even though they admit it was their mistake. Either you pay up or they will go to the property and lock up the gas tank, which will make it unusable... Is this actually legal for them to do this??? Their price is also outrageous, I had to use them because I was in a jammed over the winter... read more

I bought a home from someone who died leaving a balance. They wanted ME to pay the balance before filling the tank. I went with RoyBros instead. read more

Highly recommend this company! Great customer service and response time. We needed a gas stove hooked up in the kitchen. Osterman Propane came out the next day to look at the job site and give us an estimate. Within two weeks I had my stove hooked working! The worker did an awesome job! I can't say enough good things about this company! read more

I emailed them in a last attempt to reason with them before switching. They waived the $89 fee and I will remain a customer. I just wish they did it on the phone. read more

OVERCHARGES BIGTIME. Never had a problem with delivery, those guys are great. Sept 2016 I called for a tank fill, got billed $4.409 per gallon. I thought holy cow, I thought high prices were over for a while and decided to do some research, Mass EEA average price ~2.30's. So I called two local gas companies, Walters Propane and Surner Fuels, both quoted me prices of $2.35 per gallon. Not only did I get hosed, I got taken to the cleaners and back again. I called Osterman and complained, they said they would get back to me with a price adjustment. They never called back, a week later I get the bill/statement in the mail, no adjustment. They'll be coming to get their tank as soon as I'm done with it....I wonder how much that will cost me. Criminals. read more

We've been customers of Osterman Propane for five years and in two different homes. Always happy with the customer service experienced. From initial contact to installation to fuel deliveries it's been a pleasure. Thank you Osterman Propane! read more

If I could give negative stars, I would. This company was not one that I chose on my own as my landlord did when he bought the building. Worst mistake he could have made. They asked for way more information to set up an account that I felt necessary and when I called to ask about if, Ms Pleasant Peach kept interrupting me. Then they had to come out to fix their tanks- took two days, when they had to come out AGAIN because I didn't have any heat, the office didn't communicate with the techs so I was without heat for 3 days when it was negative numbers.. I called to complain and was ignored again. Please do research before choosing this company!!! read more

After being an inherited customer from a new home, I didn't really follow my billing super closely. I was hit with a single delivery and it was close to $475.00. Odd, as we don't use that much propane here (cooking/generator). When I checked back, I see I was paying close to $5.00 / gallon. When I checked locally, there were non promotional prices at my usage level just under $3.00 / gal. I calculated that I was overpaying about $500 a year at our usage level. A call to them requesting a credit was denied. So, I changed companies and am still awaiting them to pickup their tanks with about 100 gallons of propane still inside. Moral of the story, check your bills. I think they may be fair at higher usages, but low usages get some of the worst rates I can find. read more

CONSUMER BEWARE On Weds Dec 5th I ran out of propane ( no fault of the company, one of my children turned the thermostat to 78 and didn't realize until we returned home after 10 days away for the Holiday) I placed a call into Osterman Propane at 860-447-0341 on Weds. and was told by Jessica or Nicole that I would receive delivery on Thursday. No delivery on Thursday so I placed another call to them and was told "Sorry , we promise delivery tomorrow Fri. No delivery on Fri so I placed another call and was told Sat No delivery Saturday as well and told there would be a $75.00 charge over and above the cost of the propane because it was a weekend. I tried to be patient as it was my fault we ran out. However, I have no heat, no hot water 3 children , 6 months, 7 years and 8 years. My 8 year old son is a type 1 diabetic, so this is a necessary utility. I have no balance with them, I have pleaded with them to no avail. It appears this business behavior is common with Osterman Propane as the reviews reflect such. I am at a loss as to how they think this business practice is okay. I have all calls documented thanks to cell phone, Their latest argument is that we were told next week for delivery, not this week... Why would I call Wednesday, Thursday, Friday, Saturday and Sunday if I were given that info. Happy to forward cell phone records if necessary This is beyond anything I have ever encountered, it's incomprehensible read more

Look elsewhere for propane. This was the worst experience I've ever had with a service provider. They charged me 3x the national average for a delivery. When I called to ask why, Tina from "customer service" offered me no explanation, dared me to take my business somewhere else, and couldn't have been ruder. Don't waste your time. There isn't anyone with a heartbeat or conscience behind this company. read more