Anonymous
map-marker Moosup, Connecticut

Osterman Propane - Propane Review from Moosup, Connecticut

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A week and a half ago i called for a delivery.They came 5 days after i called and left. So i waited a day or 2,still no delivery. I received a voice mail from them stating my driveway was blocked and they could not deliver.My driveway was not blocked.I then called them back,spoke to a lady who stated she would put in another ticket for a Thursday(today) delivery.I waited until 2:00 in the afternoon and called them back.The person i spoke to said yes i was on the list for delivery today and their drivers usually work until 3 or 3:30. By 5:00 still no delivery,so this time my husband called and was transferred to the emergency driver. My husband explained the situation,the driver wanted to know the name of the person i spoke to. Of course i could not remember. The driver said he would come out and deliver after he walked his dog. That was 3 hours ago. Still no delivery. I use propane for heat,hot water,cooking,and a gas dryer. I will be making a formal complaint with Osterman headquarters ASAP This is not acceptable,i would not refer anyone to this company.
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Reason of review:
Problem with delivery
Anonymous
map-marker Westborough, Massachusetts

Poor customer service

86 year old father had enough of poor customer service-no compassion for elderly. Father asked delivery driver several times (and called company) if he would stop sticking bill in outside door to knock, dad would answer (dad always has bills on time-that generation) the door. Bills stuck in door would blow away then dad would get nasty call his bill was not paid (he didn't know he had a delivery). Dad was a proud man, the drivers never handed him a bill-bill would continue to get lost and late bills. Rest in peace dad-no longer use their service. They grew too big too fast forgetting the individual customers along the way,
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Reason of review:
Poor customer service
1 comment
Guest

I have used them for over 20 years it has gotten worse they are the worse to deal with we have our home up for sale and when I sell I will tell new owners not to use them they treat the elderly horrid especially that person I. The office I don't know how they stay in business

Anonymous
map-marker Westwood, Massachusetts

Other Product Review

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Osterman has a huge dis and for its customers. Avoid them!!!
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Reason of review:
Poor customer service
Dakotah Hcq

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Verified Reviewer
| map-marker Webster, Massachusetts

Charged me an annual service fee of $60.00, I purchased $400.00 of propane from them in cash, they shut it off the other day and charged me 160.00 to put back on, I own the propane

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What ever you do, DO NOT USE OSTERMAN, they charge a $60.00 fee annually if you do not refill the entire amount of propane with in the year. I only use propane for cooking, so when I purchased the house I was the usage was. I came home yesterday to find a tag on my door, they unplugged my propane tank that I fully paid in cash for. All because I did not pay the $60.00 fee this year, they never called to tell me they were diconnecting my gas either, I was furious, then I call them to get it put back on, mind you I own the gas in the tank that I paid for $400.00 in cash. and they are charging me a reconnect fee of $99.00 plus the $63.00 annually for having their tank on my property. Unreal as I purchased the gas from them. EXTORTIONIST. SO BE WARE. DO NOT USE THIS COMPANY.
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Loss:
$173
Cons:
  • Extortionist
  • Fees
  • Customer service and fees
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
Osterman P

Janet, based on your complaint I think we have a good understanding of what happened. Unfortunately we do not feel we are entirely to blame.

It is obvious that you moved into a new home that had propane service provided by Osterman. In the transaction, you paid the home seller the value of propane in the tank. Unfortunately you never contacted us to continue service. We never disconnect the tank without multiple attempts to reach the homeowner by mail and phone.

Because we could not reach anyone, we were lead to believe the tank was not being used and due to safety concerns we dispatched a technician to disconnect and secure the tank. It wasn't until the tank was disconnected that you finally contacted us to say that you were the new owner of the home.

That said, once you had reached out to us we should have done a better job of explaining the situation and reestablishing service. For that we apologize.

Anonymous
map-marker New York, New York

Osterman Propane Review from New York, New York

I am finally rid of this company!!! I want to celebrate! They charge outrageous prices, over $1.50 a gallon over competitors! I asked them if they had gold propane! They are gone and so are their tanks! They bought the company that I used to buy from. They even treat their employees poorly!
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Reason of review:
Pricing issue
1 comment
Guest

Good for you. Osterman is a bunch of crooks.

Worst company I have ever dealt with. I am still not sure how they are in business. Take a look at the BBB website on them and all of the complaints.

I have to believe that the management just doesn't care about losing a few customers. Word of advice, BUY your tank from them if you can.

Anonymous

They make their money renting you the tank.

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I had been a customer of Osterman for about 30 years. By the time I discontinued service, the price of propane had risen to almost $6.00 a gallon. I used about 200 gallons a year. When I asked Osterman why the prices were so high, they told me that the only way I could get a $.50 discount was to switch my heating to gas. They refused to drop the price. I had also asked them to install a 100 gallon tank so that I wouldn't run out in the winter when getting a delivery truck up the driveway was dicey, and they refused. I ran into a guy who worked for another propane company, and he explained that the high price of propane was due to a hefty, tank rental charge. He told me that if I spent the $750 to install a new, ANSI tank (which never had to be replaced or inspected after installation), they would sell me propane at $2.25 a gallon. So, I bought a 125 gallon tank, and have been paying anywhere from $2.25 to $3.00 a gallon. I've already paid for the new tank with the savings. When Osterman came out to pick up their tank, they tried to brow beat me into telling them what company took their business away, and tried to hint that I has going to be sorry. That was three years ago, and I'm thrilled with my new, 125 gallon tank. I filled it in September at $2.40 a gallon, and I'm just about due for a refill.
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Cons:
  • Prices
  • Sales staff
Reason of review:
Pricing issue
1 comment
Osterman P

Dear Anonymous, We are sorry you are unhappy with our service. But we are a bit confused about your complaint.

In your title you say we make money by renting you the tank however based on your usage you were never billed any tank rental or usage fees. That said, we do have customers who pay $6.00 per gallon but that rate is assessed only to customers who use 30 gallons or less per year.

We are aware of some companies selling tanks but understand that any maintenance, repair, or liability for that tank is now your responsibility. Part of the other reason some companies are eager to sell you a tank is because once they have your check and the tank is installed they are under no further obligation to service you.

Anonymous
map-marker Turners Falls, Massachusetts

Left gas leaks everywhere!

We had this company set up temp tanks while our mondo tank had repairs for leaks. They put on new pressure regulators then left,saying it had tested okay. suffice to say they left major gas leaks in two locations costing us thousands in repairs. We had to evacuate and have major repairs completed (by another company obviously!)Then they send us an invoice for the work they did,still no word back from them on how they want to make up for almost blowing up our facility. I will never use them again and i will caution anyone to stay away from them.
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Reason of review:
Bad quality
1 comment
Guest

Outrageous prices. Terrible customer service.

Anonymous
map-marker Bourne, Massachusetts

Osterman Propane - Tank Refill Review from Bourne, Massachusetts

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Doing business with Osterman for over a decade and recently they were scheduled to come out to refill our tanks. You see, we ran out of fuel over the weekend. We called on a Sunday and they didn't arrive for a couple of days. So that our pipes didn't freeze we had to put a temporary tank on the furnace because it was 9° out and they hadn't come out for two days to refill. Mind you that all the while we were of the understanding that we were on automatic delivery. So Monday night I informed him that I was putting on the temporary tank to get us through the night. When they arrived Tuesday they told us that because we had put a temporary tank on they were now going to be removing the tanks and all the equipment and leaving us without heat at the beginning of March in single-digit weather. Find you also it takes two months to get a new propane company and to get tanks from another propane company installed and propane companies can only refill their own tanks. I talk to Stewart at the bridgewater office, a a supervisor and he was a total bully and he pretty much said 'tough luck'. To add insult to injury they went today and removed the lines and guages as well to make sure that we can't have heat or hot water. Today I have reached out to the owners of the company to ask them to call me before I choose to proceed, because you cannot legally do this to someone in Massachusetts who pays their bill on time.
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Reason of review:
Poor customer service
Destanee Iyp
map-marker New London, Connecticut

Retaliation for making regular monthly payments

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I have been doing business with Osterman Propane for roughly 6-7 years at this time. In the beginning, I was unable to make sufficient payment until about 4-5 months after delivery. At that point they would label me as no deliveries until my account was paid in full, which I understood and followed suit. I was on welfare and struggling with supporting 3 kids and a husband on unemployment. I did the best I could with the resources I had. They charged me finance changes which I paid and they made subsequent deliveries (@ around $500-$650 each delivery) after the balance had reached $0.00 again. As far as I knew this arrangement seemed to work and Osterman was not calling me or seemed to harass me for payments. Then about a year ago, my husband got a job and we had more income coming into our home. I was then able to begin to send them relatively regular payments of $100-$150.00 monthly. After the payments became regular, then they proceeded to call and harass me for payments after I had already sent them some funds. I grew upset by this because I felt that they treated me better when I wasn't sending them anything monthly. From a business stand point, that didn't make sense to me. So after a couple months of this harassment I asked them why they were calling me when I sent them a payment 2 weeks prior. After that happened, they labeled my account as COD (Cash on delivery) and told me that I had to pay them or I wouldn't receive any deliveries. This was an act of retaliation just because I asked them why they were demanding payment after I just sent them $120.00. It seems to me that they punish their customers that are doing their best to show them good faith by sending something rather than nothing. I have a disabled daughter living in this home who will not be able to stay warm or have a warm bath because I'm going to run out of propane and Osterman propane could care less.
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Loss:
$200
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

2 comments
Osterman P

We are very sorry for your financial situation, but please recognize that we have been working with you for several years to try and keep you warm. Two years ago, New England had the coldest winter in 20 years.

Your regular monthly payments were appreciated, but due to the cold, were not enough to keep up with demand and cost of fuel you were using. That unfortunately put you behind, even though you were trying to catch up. This winter is now 25% COLDER than last year which makes things even more difficult for both of us.

That said, $120 is no small amount, but account balances for many customers are running higher than normal this winter. We try our best to work with every customer, but those who fell behind are having a very hard time catching up with temperatures this cold.

Guest
reply icon Replying to comment of Osterman P

I can understand that the last few winters have been cold. That is why it is especially important for your customers to receive their propane for heat.

There's no reason that we can't work together during these trying times, however you have people in your collections department who don't work with your customers. They give a very bad impression of the company and make people believe that osterman doesn't care about their customers. As it stands, if I don't pay upfront then I do not get any propane. I was supposed to have propane delivered today at the minimum amount but you haven't showed.

So I will run out of propane and not have heat or hot water, thanks to your employees.

I just don't understand how you can stay in business with these substandard practices. You are not the only propane company in the area and if this is how you treat us, you will at some point lose us.

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Anonymous
map-marker Braintree, Massachusetts

Osterman Propane - Billing Department Review from Braintree, Massachusetts

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I will never recommend Osterman Propane. I was charged for services not performed. When I called to inquire I was told that should not have happened and to expect a phone call back with a resolution...the phone call never came. Costumer Service threatened to cut off service when I finally called about this issue again. When I said I will go elsewhere they did not care at all. They said they will pick up the rental tank "at there convenience." I found them incredibly rude and unprofessional and not true to there word.
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Reason of review:
Poor customer service
Natoria Aya
map-marker Brattleboro, Vermont

$250 delivery charge

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for two years I have been on autofill, I was late paying my bill, received a letter stating if it was not paid by said date I would revert to will call, so I called to pay with cc, the office lady said I could pay in two payments, which I thought was nice, however come winter propane runs out, they state I am on will call- and was told via said letter, now they want a $250 fee to deliver my propane. Yeah ok Osterman, have fun with that, there are many many other heating options available that include dealing with honest people
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Cons:
  • Delivery fees
Reason of review:
Poor customer service
4 comments
Osterman P

We are sorry that you are unhappy with our service and wish we could have worked out terms to keep you as a customer. We do our best to serve all customers and understand that heating bills can add up quickly in winter months.

Unfortunately, when accounts go past 90 days without payment, they are switched to will call status. That requires most of the balance be paid before a new delivery can be dispatched. As you stated, we then notified you via mail of the account change and our request for payment. In order to assist you, we offered to put you on our monthly SmartPay Budget plan where we would have broken your annual heating bills into 11 even monthly payments.

But without an agreement in place, we made you aware your account would remain on will call.

When you did run out of propane, you called our after hours line to request an emergency fill. This required an off-route after-hours charge as well as partial payment on the back balance, hence the $250.

Guest
reply icon Replying to comment of Osterman P

Actually not the case at all. Letter stated pay by by date or status would go to will call, i called with my debit card and paid.

I thought the issue had been resolved. 250 off date delivery charge? You insane and greedy, I can see 75, but 250? No issue, new account established same day so no skin off my nose.

And 1.99 a gallon. So a thank you for shutting me off is in order I suppose

Guest
reply icon Replying to comment of Osterman P

Btw there was no back balance account was paid in full. Every cent as well as interest and fees, so stop the lying about it being partial payment of back balance. I owe you $0

Guest
reply icon Replying to comment of Osterman P

Also for the record I did not call after hours I called during business hours. Now keep in mind my bill has been paid for months at this point.

No other correspondence ever except your one letter stating pay by date or account would revert to will call, which i then called and paid as previously stated.

No back balance just a straight up 250 delivery fee, because you thought I was desperate. Guess what!

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Anonymous
map-marker Brookfield, Connecticut

They are rip offs and liars

Worst customer service, total rip offs, we are still with no heat since the tech didn't bleed the line and fried the ignition wire on our furnace.........tried to take to the manager Rick in North Haven and he could have cared less about any of this and insisted that it is our fault even though we know nothing about a propane furnace and to top it off we are regular customers and were charged $175.00 for an emergency delivery and still have no heat during the coldest night in twenty years....we had to have an HVAC company come out and try to fix Osterman's screw up and now have to wait for a part to come in.......as soon as this propane is gone so is this company , I am canceling everything with this comapny.
View full review
Loss:
$400
Reason of review:
Poor customer service

Preferred solution: Full refund

1 comment
Osterman P

We are sorry that you are unhappy with our service. I am reposting our response to your facebook complaint here as well.

Since there are so many points to address, please see each one summarized below: 1. Will Call - When you signed up for service with Osterman Propane, you selected will-call and agreed to the additional terms and conditions associated with such a choice (we can provide you with a copy of your agreement if needed). Will-call requires you to call us for a delivery with the anticipation that in this weather you would be using more fuel than usual. 2.

$175 – Again, as you agreed to in will-call terms and conditions this is the charge for us to send a truck on a weekend to deliver you propane. Your husband was advised verbally as well. We have agreed to cut this charge in half. 3.

Bleed the line – Our delivery driver specifically asked at time of delivery if you needed any assistance in lighting pilots or appliances. He was told no. In addition, when the appliance went to fire, it would draw air out of the system. Due to the nature of propane, it is impossible for the system to become air-bound.

4. Ignitor burns up – Any appliance with automatic ignition has a safety setting in which after 3-4 attempts to relight, it will shut down. We find it very hard to believe out of gas caused its failure. That said, we would be happy to credit you the cost of this part if we can get a written verification from the manufacturer that this is the case.

If you can tell us the make and model of the appliance, we would be happy to get you the contact name for the local manufacturer’s representative. We do understand your frustration and will work towards a resolution, but we don’t see where this situation is entirely our fault.

Anonymous
map-marker Acton, Massachusetts

Minimum Usage Fee and High prices

osterman deliberately schedules deliveries so customers don't reach their minimum annual usage, then charges $175 as an additional fee. When you call to discus the problem they are rude and refuse to make any change in their billing or policy, even when they admit they should have delivered propane on different dates to ensure the annual minimum usage. Their prices are also higher than average for propane delivery. Do not sign a contract with Osterman, and be sure to learn your annual minimum usage requirement and their outrageous fees. There are other more ethical and honest propane services. Good luck with Osterman
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Loss:
$350
Reason of review:
Pricing issue

Preferred solution: Price reduction

Anonymous
map-marker Farmington, Connecticut

Heads in the clouds, like their prices.a

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Have had Ostermans as gas supplier for approximately 9 years. Since then I've seen pricing $2.25 a gallon to well over $5.50 and still climbing. Needless to say I am completely dissatisfied with their pricing and service. The first time I called and expressed my concern for overpricing, they told me they would knock off 00.25cts a gallon off the price which at the time was $4.50 gallon. But with each fill there after they seemed to be making up for their courtesy. Now this is where it gets interesting. Noticing that my tanks were getting very low, and I'm on auto delivery and pay my bills promptly I may add. I called Osterman and voiced my concern about the gas levels, they told me that I was going to get a fill in the next week. This was winter of 2013 and very cold as one might remember. The week came and went. no delivery, called again and stated I was getting a little concerned this time about running out. They told me I wasn't due for another 2 weeks, but will accomadate me next week without a emergency charge! Thanks I say and week comes and goes no gas. My concern was not with heat but for cooking and hot water, I can supplement heat with wood stove. With this situation coming to a head and still no delivery even at magical 2 week time frame and running on fumes, i a called. Stating I was being charged way to much and living with this anxiety and asked how I could have my pricing reduced. They gave me an answer that if I used more I would be charged less. I asked how I could use more if they don't deliver even when the tanks are bone dry,and what would be the saving. They said depending on consumption based on a year of usage no rebates on past year, would be base of payments. I said you can't limit my usage then tell me I'm using to little. Is there anyone out there that thinks this is sanity. There are factors I've left out to this point, the weather was very cold and snow stayed on for a while, I live at end of long hilly drive which I kept clear of snow and ice so there was no excuse on their part. And I do rent the tanks from Ostermans which I realize does add cost to bill. Time for a change
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Loss:
$1000
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker South Portland, Maine

Waiting 5 days for a propane delivery during the coldest time of the year

I placed a call on Wednesday morning informing the company that I was just about out of propane. My town's "normal" delivery day is Thursday. When I arrived home from work on Wednesday, I was completely out of propane. I called their emergency number to find out what to do with the tank, as I was smelling gas inside of my house. They instructed me that once the tank was shut off outside, there would be no problem. I have called every day with no help from their customer service associates. I was told this morning (Monday - now it's been 5 days without propane) that my normal delivery day is Thursday. I will now have to wait another 4 days with no hot water or propane to cook for my family. I would like to know how it's acceptable to be without propane during one of the coldest periods in history. This is unacceptable and I will be looking to change propane companies in the spring!
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Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

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