Roy Bros

In Jan 2007 Roy Brothers of Ashburnham installed a propane tank behind out house for our use for stove and dryer. They filled it for us for 6 years. Apparently, Roy Brothers was bought by a parent company NGO who also bought Osterman of Sterling. The two companies decided to trade off clients to make their delivery coverage easier. When Osterman came to our house they decided that they would not fill the tank because it was installed improperly (too close to a vent from the dryer.) I recall when it was installed that Roy Brothers installers did measurements and told me the location was fine. I asked about putting it around the side of the house and they said that for aesthetics it was better behind the house. I was told they pulled a permit.
Osterman said they will move it but want to charge me $150 to do the work. I explained that I should not have to play for the work since their sister company Roy Brothers installed it improperly. When I called Roy Brothers they told me to call the fire department to see what the permit said. The fire department said it was never completed and signed off on. They informed that if the tank was within 5 feet of a cellar window or vent then it would have to be moved and this was the responsibility of the propane company who installed it. When I called back to Roy Brothers I spoke with Bob Cody the manage who said it was no longer his responsibility since it was the account now of Osterman. When I said but his company installed the tank improperly so he should fix it - he said - we don't install tanks improperly so it must have been done correctly.
Furthermore, it is the fire department's fault for not inspecting it and if they had said he did it wrong he would have explained to them why the fire department inspector was wrong. However, Osterman has looked at it twice and said it definitely is not to code.
I have been without propane for 5 days. I can't cook or dry clothes in my house.
I asked Bob if he had pride in his company and his workmanship and if he did he should at least come and have a look. He said I was insulting him and that he did not have time for that and ended the call.
I feel that this is poor service. I think Roy Brothers should pay for the repair of the service since they installed the tank improperly according to Osterman and also failed to see that the tank installation was inspected.

I have been a loyal customer for many years, even buying a heating system for several thousands dollars. The employees for delivery and maintenance were respectful and wanted to serve you as a customer. The office staff could care less how you felt as a consumer, I accidently paid a bill twice and they would not return my money I had to wait for the next delivery several months away. I owed them about $379.00 and was paying $100.00 per month, the office lady called and wanted it now. I could wait for my money I over paid but they wouldn't wait but sent a certified letter costing $6 plus dollars that I was put on cash delivery, again a being a great customer for over a decade. A one way street!! I finally got rid of them.

One of the drivers ran over and killed my dog which was a service animal my family is crushed i messaged them and called them waiting for a reply

I just signed up as a new customer this year after they were recommended by a friend for their competitive propane prices.

The sign up was very easy on line, the first delivery came though fast, and I saved nearly $1.00 per gallon on propane compared to another local provider.

Cold weather was in the forecast, and the propane was extremely low. I called Roy Bros for a Friday delivery on the prior Monday only to find out my delivery date ahd been changed to a MOnday. I would have to wait a week. I was concerned, because I was caring for an elderly person with a back injury. The woman kindly put in an order for me that day, but couldn't promise the delivery.

I returned from a doctor's appointment to find that the propane was delivered. I was very grateful for their concern and the special delivery. Thank you!

Horrible operation. 3rd season in a row that let my heating tank run dry because they cannot accurately forecast customer usage.