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Business Profile

Electric Companies

National Grid USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Companies.

Important information

  • Customer Complaint:

    BBB with the use of artificial intelligence, analyzed the complaints 1/7/25

    BBB shared the findings and recommendations with National Grid USA.

    The findings appeared to show:

    Service Activation Delays: Customers report prolonged waiting periods for gas or electricity service activation, sometimes extending over several weeks. Instances include missed appointments and lack of communication from service technicians.

    Billing Issues: Numerous complaints highlight billing inaccuracies, such as unexpected high charges, incorrect meter readings, and challenges in resolving billing disputes. Some customers received bills for periods when properties were unoccupied.

    Customer Service Challenges: Feedback indicates difficulties in reaching competent customer service representatives, unfulfilled promises of issue resolution, and a lack of follow-up on customer concerns.

    Frequent Power Outages: Customers in certain regions report regular power outages, even during mild weather conditions, with delays in service restoration and inadequate communication regarding outage status.


    As of July 22, 2025 BBB has not received a response.

Complaints

This profile includes complaints for National Grid USA's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

National Grid USA has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 228 total complaints in the last 3 years.
    • 84 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/14/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello BBB, I have been a regular customer of ************* and today when I went to pay my bill, I noticed fraudulent additions to my bill. As you can see in the first screenshot the bill should be ****** which is what I was going to pay then discovered 259 dollars of that payment was inflated. Then I shockingly discover that without my consent national grid has "enrolled" me in a long-term plan and is magically claiming that my bill has gone up(based on a different form of accounting) from 627 dollars to ***** dollars. It is an incredible increase, I have been using less electricity. This month I used 26 dollars of electricity, my energy use is actually going down. I would like national grid to correct the charges and please provide me paperwork with my signature showing I enrolled in this "long-term payment plan" for ***** dollars...

      Business Response

      Date: 07/15/2025

      Good morning *****,

      In regards to your statements regarding your balance, you do not have a balance of $3,000~.  Your total balance due is $627.70.

      You were auto-enrolled in our ****************** Program payment plan to help you with your bills based on your ********** status.  Based on your monthly usage, the term of your agreement are 12 monthly payment of $259 and for every on-time payment received.  National Grid will forgive $49.25 from your balance.  If you would like to be removed from this plan, please let us know.

      You can contact customer ********************** to discuss further.

      Thank you,

      National Grid

      Customer Answer

      Date: 07/15/2025

      Hello,

      I see now it is the installment plan 259 times 12.  You can understand my confusion because the bill is 627 and then you see an installment plan that states the balance is ***** and I never enrolled in the installment plan so it seemed ***** was added to my account. I scheduled a payment for tomorrow for 265.  So this should keep my account current.

       

      Thanks,


      *****

    • Initial Complaint

      Date:06/25/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The company want me to $1200 of a bill i dont know nothing about

      Business Response

      Date: 06/27/2025

      Thank you for contacting National Grid.

      Unfortunately, you have submitted this complaint to the Massachusetts business.

      Please resubmit this complaint to the appropriate business address.

      Thank you,

      National Grid

    • Initial Complaint

      Date:06/23/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am not liable for this debt with *** recovery agency Massachusetts. I do not have a contract with *** recovery agency National Grid. They did not provide me with the original contract as requested.

      Business Response

      Date: 06/23/2025

      Our records indicated that charges for gas and electric service at **************************************************** remain unpaid and therefore went to Collections. The customer can contact ********************** customer ********************** to request copies of the bill statements  at **************

    • Initial Complaint

      Date:06/18/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I open an account with ********************** on Nov 1 2024. I did have a past due balance and was put on a payment plan however in my new rental I have been getting ****s every month from Dec to May for $770. I shut off my boiler on April 18 after paying $770 and started using electric heater for myself and daughters. Surprisingly my **** ***** came to be $770 even after shutting off my boiler. Upon calling national grid to discuss, I had a very nice customer ********************** *** named ******* whom informed me that my ****s are estimated and my meter is faulty meaning that I have never gotten and accurate ****. I was also told I have to wait for a service *** to come out and ***lace the faulty issue with meter and my ****s would be more accurate after 3 cycles of ****ing. Meaning with my boiler shut off I am still going to have to pay $770 until they fix and I was told at point after 3 ****ing cycles they would negotiate a credit. I am hard working 6 days a week single parent. I work hard to pay $770 in estimated gas ****s because I need hot water and cooking gas. I have been using electric heaters since April altho my con ed **** has been higher it's not estimated with a faulty meter. I would be paying 770 a month forever if I hadn't called after receiving another shut off notice! Times are hard and putting food on the table is easy sometimes despite me having a degree and working so I can't afford to pay national grid for estimated ****s from a faulty meter. That is not right at all. Yet they get away with this. If a meter us faulty it should be fixed and customer should be made aware instead CEOs getting fat bonuses off of poor people like me!

      Business Response

      Date: 06/23/2025

      We apologize that we are unable to
      respond to this Better Business Bureau complaint. As a New
      York resident, the complaint was incorrectly directed to the Massachusetts  division of National Grid. You may re-submit your inquiry using Business Name &
      Address of

      National Grid          Electric Companies ( handles gas as well)
      300 Erie Blvd W Dept C-3
      Syracuse, NY
      13202

      Customer Answer

      Date: 06/23/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #23487168. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 



      Regards,



      Maynah St Louis

    • Initial Complaint

      Date:06/12/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have attempted to cancel my account with ********************** for the last two weeks. I was unable to get a person on the phone do so, when I finally got a person on the phone, they told me I couldnt cancel it the day that I left the apartment. They are trying to get two weeks of pay out of me that they do not deserve.i moved out on June 3rd 2025.

      Business Response

      Date: 06/13/2025

      Good morning,

      This complaint was submitted to the Massachusetts company for National Grid.  Please resubmit this complaint for NY.

      Thank you,

      National Grid

    • Initial Complaint

      Date:06/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid my gas bill on time for the past 1.5 years. Apparently the bill was being "averaged" by the company and then when I finally terminated my contract so that another tenant can activate their account and pay future bills since I was moving out. National Grid sent me an unexpected bill for over $3000. There is nothing I can do. I was told that my balance was $0.00 when I terminated my contract. I was paying my bill regularly for the past year and a half. If the money really was due, why did they not inform me of the additional charge until after I was moving? Why was I told that my past due was settled? This business needs to be investigated. They also told me that if I did not pay the bill then it would go to collections and ruin my credit, so I have to pay the bill in full right now. Not only was this quantity unexpected but I was told I did not have to pay any further amount upon cancellation. I believe that this additional fee should we waived, but since I am concerned it will go to collections and ruin my credit, I need to pay it by *** today so it does not ruin my chances of securing a home in the near future. I want National Grid to pay me back for this bill that they're making me pay, since they did not file an invoice in a timely manner and never informed me of the required payment until after I canceled my account.

      Business Response

      Date: 06/16/2025

      Hello,

      This customer was on a budget. A budget bills you the avg for 12 months and anything remaining is rolled into the next budget.  I this case the customer had a large deferred balance due to cancelling right at the end of winter.  See attached bill, it clearly shows o the right the total amount due o the budget agreement.  Once an account is closed it is sent to collections after 60 days, a payment agreement ca be made with the collection agency if they customer wishes to do that.

       

      Thank you,


      Chris Lincoln
      Sr. Analyst, Office Of The President
      Tel 508-860-6129
      Email [email protected]

    • Initial Complaint

      Date:06/06/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      National Grid charged $900 plus a month for one month. Cant get an explanation as to why cost rose. Cant get anyone to call me back to discuss why charges so much or payment plan.

      Business Response

      Date: 06/16/2025

      Our records indicate that the customer spoke to someone on 6/10/25 who explained that the previous month bills were estimated therefore the meter was exchanged and an actual meter reading obtained at that time. The exchange read indicated that the prior estimates were too low, causing the April bill to be a (catch up) higher bill. A credit adjustment was applied to the account of $656 for 1902 kwhs. See attached meter reading history

    • Initial Complaint

      Date:06/05/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 6/2/25 my electricity was shut off due to collection. I called the collection department signed a short term collection agreement and made a payment of $775.00 1/2 of what I owed. That was 6/2/25 @ 2:44pm. National Grids policy is that the electricity will be reconnected in 24hrs. 6/3 2:44pm my electricity was not turned on, I called the collection line 6/4 @ 7am to see why. I was told my service reconnection order from 6/2 was cancelled on their end in ERROR. They reissued the reconnection notice 6/4 7:04am. I contacted the Public Service Commission listed on the bill and filed an Escalation Complaint. I spoke to a representative at National Grid **** who told me I would receive a $75 credit on my account possibly in the next 2 billing cycles & was grantees my power would be on by 12am 6/5. 6/5 5:20am no electricity, 6:20am no electricity, 7:20am, no electricity this passed 24hrs on their 2nd reconnection request, 8:20am no electricity, around 12:30pm on 6/5 my electricity was restored. This disgusting they did not hold their obligations up on their end for either of the service agreements. A level 3 tech advised they wouldnt expedite my request no matter how many times I called. $75 credit is not enough for going 3 days with no electricity.

      Business Response

      Date: 06/23/2025

      We apologize that we are unable to respond to this Better Business Bureau complaint. As a ********* resident, the complaint was incorrectly directed to the Massachusetts division of National Grid.  You may also re-submit your inquiry using Business Name &Address of

      National Grid          Electric Companies
      ********************************************
      *******************

      *********,
      National Grid

    • Initial Complaint

      Date:06/05/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been a longtime customer of **********************, and have had a historically large bill which **** agree never make sense.Regardless I have had to set up many payment arrangements and usually issues happen but get resolved and now this latest one I am getting the run around. I spoke to someone to set up a new arrangement and was told I would be able to get back on a 10 percent down plan if my children get free school lunch, which they do, I filled out form and never heard back. I called today to confirm and was told there is no 10 percent down plan which I know is inaccurate and was unwilling to help.If I was told this 2 weeks ago I could have planned, but since my kids get school lunch free I was told nothing to worry about. When issues like this arise it reminds me of the 3 months I was billed incorrectly, an investigation was suppose to happen and I was to have a bill adjustment, all which never happened.I am only going this way as I cant even get through to anyone now on the phone.Acct #********** Residential Electricity

      Business Response

      Date: 06/13/2025

      Good morning,

      A consumer advocate will be contacting you today or Monday to discuss your bill.  In the meantime, a suspend has been placed on your account to prevent any termination activity.

      Thank you,

      National Grid

    • Initial Complaint

      Date:05/22/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We have lived at ************* for over 5 years and NEVER had to pay $700 per month for electricity in the winter. I believe they are not even checking th emeter. We barely use the heat or other appliances that would cause this large of a bill.

      Business Response

      Date: 05/30/2025

      Thank you for contacting National Grid via the BBB.

       

      It appears this complaint has been resolved with direct contact to our contact center.  If you need any additional information, please follow up.

      National Grid

      Customer Answer

      Date: 05/30/2025

      Better Business Bureau:
      I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 23365931. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 


      I do not see anything resolved. It’s predatory pricing and price gauging.  

      I have paid $700 per month with very little running. I want at least half back and be billed properly. Please let me know 



      Best Regards,

      Todd M Giedraitis 

      Business Response

      Date: 06/02/2025

      All of our readings are outside of the reading between 1/30/25-2/27/25 are actual reads.  The billing of the account is accurate.

      I will have your meter tested this week to verify that the meter reads are in line and the meter is operating properly.

      Thank you,

      National Grid

      Customer Answer

      Date: 06/03/2025

      Better Business Bureau:
      I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 23365931. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 


      They put me on some sort of plan without my consent that charged Me $700 per month regardless of how much electricity I used. 

      Evil con artists !! 

      I want to be refunded $300 for the last months that they charged me $700 at random 



      Best Regards,

      Todd M Giedraitis


      Business Response

      Date: 06/13/2025

      Mr. Giedraitis,

      I see you have spoken with a member of our SWOT team as recently as 6/12.  As they have explained to you, the billing is accurate.  The meter was tested per your complaints and the meter tested as working as expected.  Should you need help paying your bill, please contact customer service.

      Thank you,

      National Grid

    National Grid USA is NOT a BBB Accredited Business.

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