Complaints

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

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  National Grid USA

  40 Sylvan Rd North Waltham, MA 02451-1120

• 

  National Grid USA

  PO Box 1040 Northborough, MA 01532-4040

• 

  National Grid

  55 Bearfoot Rd Northborough, MA 01532

• 

  National Grid

  939 Southbridge Street Worcester, MA 01610

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.

• Initial Complaint

  Date:12/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 5/2/22, I called customer ********************** to request a service transfer from ***********************************************, to ******************************************************************. My service was turned on at my current address the following week, on 12/5/22, I received a bill for over $4k with a past due of $3,718.37 for account #*****-46100, which is for the previous address, so I *****d a call to customer ********************** asking why am I getting a notice of termination for an address I have not to leave at for over six months; the rep ***** me on hold and came back and confirmed she saw my request for the service to be transferred but for some reason, they never turn off service for the old address, so I ask her to take care of it she then said I had to complete a 4-page dispute form to which I have to get a police report listing National Grid as a claimant and agreeing to prosecute and make a guess of who I think might be using my name. I find this ludicrous since I did what was required to transfer service, and their personnel did not do their part. I want them to close the account and remove that amount. It's also not fair they give me 15 days to comply, or I am responsible for the bill. I need help ASAP because I don't want my service at my current ***** to be turned off. PLEASE HELP ME. I am a student and work full-time. I don't have that kind of money and if I did, I would get a lawyer because this is not okay. Thank you so much.

  Business Response

  Date: 12/29/2022

  Our records do show that the account 39136-46093 for service at ******* ST *FL 4, 4TH *************************** was closed 05/02/22  with a balance of $3718.87. This account was then  re-opened on 5/13/22 as account 39136-46100. This account was not closed until 12/12/22. The total charges for service under this account  from 5/13/22-12/22/22 are $771.31.

   It appears there may have been an error when the account at ***************** was re-established as 39136-46100.All charges for account 39136-46100 will be removed $771.31

  We also have record that an account 68371-48022 for service at 250 ************ *APT 475, RESIDENTIAL *************************** was opened 5/13/22 and is still active. 

  The balance of $3718.87 for account 39136-46093  are still due. If the customer wishes to establish a payment arrangement for this balance, she can contact Customer ********************** at **************

   Monday-Friday, 7:00am-5:00pm or, for your convenience, visit us at www.nationalgridus.com

   

• Initial Complaint

  Date:12/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hi,I keep getting weekly calls from National Grid a calls about a bill that is passed due. I called them few times and I still getting these phone calls. I have no idea which **** is passed due because I didn't get any bill to my email or my home.I don't want my credit to be effected and I don't have a problem to pay any bill.There support is a joke and someone needs to do something about this company.Thanks,***

  Business Response

  Date: 12/27/2022

  Mr. *********,

  There was a balance of $5.62 from *****************************. I have cancelled that balance and notified the collection agency.

  Thank you,

  Nationalgrid

• Initial Complaint

  Date:12/23/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In September I had a payment due of $263.01. The payment was returned and before the returned payment was processed, I made an alternative payment of $263.01 to make sure the account was current. The payment was processed on October 5. The new bill reflected the $263.01 payment however was still showing that I had a past due balance of $263.01. I reached out to National Grid customer **********************. I was told by Customer **********************, in a documented email, that the $263.01 payment was all set and my current payment was $251, which reflected the $36 payment arrangement I have with National Grid and the current amount that was due. I just received my newest bill, which still reflects my $36 payment arrnagment but added to the new charges is still the $263.01, which is showing still as past due. Once again I reached out to customer ********************** and am now being told that the payment of $263.01 was not applied to the past due balance as was previously stated, but was applied to the amount due for the total payment arrnagment amount and I still owe $263.01 for the previous bill from September. I was also told now that I need to contact National Grid to set up a new payment arrnagment and task to apply the $263.01 payment to the bill due in September. None of this was explained to me in October when speaking to Customer ********************** when I was told I was all set. The amount of time and frustration National Grid customer ********************** causes to its customers because they do not communicate effectively and one person says one thing making a customer think everything is all set, while another agent says something different, is ridiculous. This is the second time I have had to file a complaint with the BBB against this company because of an error on their end and misinformation provided by their customer **********************. I expect that the $263.01 is applied to the past due payment and the $36 payment arrangement remains current and in place.

  Business Response

  Date: 12/20/2022

  This is a National Grid customer in ****************, which is a separate Company than National Grid **********. This should be sent to the MA BBB.

  Thanks

  Business Response

  Date: 12/29/2022

  Hello,

  The customer is correct, the system did carry the balance forward over in error.  The total bill amount was correct but the plane amount due was wrong.  I have corrected the issue and called and left a VM for the customer to contact me directly with any questions or concerns

   

  Thank you,

  *****

• Initial Complaint

  Date:12/22/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 got a collections call on 11/29/2022 for an outstanding balance of $280.70 on a National Grid Gas account (#**********) that I had closed over the phone before the service ever started back in July 2022. It was for an apartment that the lease got cancelled and I never moved into. I submitted a dispute form on 11/30/2022 and waited 30 days but have started to receive collections calls again since 12/14/2022. Attached are the dispute form and supporting documents that were submitted.

  Business Response

  Date: 12/29/2022

  We had not received the customer's final bill dispute form or documents previously. Since they were provided through this BBB complaint, we are able to process the cancellation of charges.

  This can take up to 2 weeks. In the meantime, a hold has been placed on the account to prevent Collection activity.

  Customer Answer

  Date: 12/29/2022

  [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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ********************** ******

• Initial Complaint

  Date:12/19/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was told I was able to return to my original *********** plan and was forced onto a new one with a higher rate. Also, its super inconvenient to have to manually pay the bill every single month and not be able to auto pay. Is there any way we can get back on auto pay so that wo dont have to switch to another energy provider?

  Business Response

  Date: 12/19/2022

  The Arrears Forgiveness plan also known as AMP guidelines allow for the plan to be given to a customer every 2 years. Our records indicate that the customer was on this plan 11/1/21 and defaulted the plan 5/24/22. The installment amount at the time of the default was $197.94. The installment is based on the customer's average monthly bill and is reviewed every three months. This can result in the installment amount changing ( every three months during the 12 months of the plan) either increasing or decreasing.

    This customer would not be eligible to re-enroll in AMP again until May of ****. It appears however that an exception was made for this customer to re-enroll in the plan and the first 3 installments are set at $155. This amount can change over the course of the 12 month plan as the customer's average monthly bill may change

  Also our records indicate that due to several returned payments, this account is CASH ONLY.

   

• Initial Complaint

  Date:12/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  A few weeks ago I discovered a National Grid account (***********). I have never had a contract with National Grid and I have never had a contract with National Grid. I have never given National Grid consent to furnish any of my information. So, I am requesting National Grid to CEASE AND DESIST all forms of communication immediately. According to 15 U.S.C. **** a (2) says the term "communication" means the conveying of information regarding a debt directly or indirectly to any person through any medium.In other words, furnishing my data is a form of communication.In accordance with the Federal Fair Debt Collection Practices Act, 15 U.S.C. **** c, you are herby notified to CEASE AND DESIST any and all further of communication.

  Business Response

  Date: 12/12/2022

  National Grid **************** has no such customer, perhaps this is ********* ********************** or ********************** ***********. We are all separate Companies. No such customer name in our customer system.

  Business Response

  Date: 12/13/2022

  Ms. ****,

  I appears that you have an identity theft situation. The account was called back from our collection agencies. However the ******************* remains. I can send out a final bill dispute form to you. Fill it out and we will get back to you on this matter.  Do you want me to send it to the Burlington address or else where?

  Thank you,

  National grid

  Customer Answer

  Date: 12/13/2022

  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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:12/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 receiving 2-5 calls a day with at least 1 voicemail regarding a meter change on the home in which I rent an apartment. These calls occur sometimes within the same 2 minutes. I have called National Grid to tell them that I am not authorized to schedule that service. They told me the only way they would stop calling is if my landlord scheduled the service. I have no control over what my landlord does.

  Business Response

  Date: 12/13/2022

  We are sorry to inconvenience the customer but it is necessary in order to provide gas service to the apartment for ******* . This will ensure proper billing and avoid any interruptions in her gas service.
  We have asked that she please reach out to the owner to let them know we need to schedule an appointment on her behalf

• Initial Complaint

  Date:12/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Referencing complaint # ******** on 10/31/22 It was stated as resolved but as of today 12/05/22 we still have no electricity and are unable ti move into our new home as well as all other new home buyers. National grid stAtes they are waiting for transformers and we have no date when that will happen so we ate left without homes . How can this be resolved? Shouldn't someone be keeping an eye on this like the BBB.

  Business Response

  Date: 12/13/2022

  We recognize that the delay in your project(s) due to the lack of available transformers has been a major inconvenience and source of frustration for many. The inconvenience you have encountered with National Grid is out of the ordinary, we offer our apologies and assure you that we are doing our best to rectify the problem.
  
  The lack of transformers is part of the worldwide supply chain problem of suppliers not having the raw materials to manufacture them to meet the current worldwide demand, including National Grids demand. This is a national and worldwide procurement challenge that has been on-going for many months. Our procurement folks have been diligently working to obtain transformers.
  
  We are working with all our vendors to expedite any transformer deliveries we can.  Most are limiting the number of transformers that they make available to each Utility (National Grid is not their only customer).  We are asking our vendors that they ship partial orders, but they can only ship what they have.  Most vendors have ship dates to us between December 2022 and June 2023.  We are also searching out other vendors in other countries. We are in the process of signing contracts with 3 vendors.  Hopefully this will increase our stock but they too have similar ship dates. We have also worked with some vendors for rental transformers to use until the permanent transformers come in.  There are not many to rent and they are the larger,commercial size transformers.
  
  We also do have an emergency quantity stock that is held for storm or failure situations for certain size transformers which are most popular.
  
  Since weve had transformer shortages starting back in the fall of 2021, we started to prioritize customers based on their site readiness.  Most the time that means the date when they had their trench inspection final approved.  But the process of ordering material starts much earlier in the lifecycle of the job.  As soon as the design is complete and it is known what material will be needed for a project, the quantity of material is added to the vendor POs,or we use historical data for that month to order.  We use this prioritization process and logic so that we do not expedite one customer over another or giving a customer preferential treatment.
  
  There are a lot of efforts happening behind the scenes to obtain more material.  We meet weekly to discuss material and vendor status updates.  We also meet weekly to work on the customer prioritization list.
  
  We ask our customers for their continued patience as we work diligently to try to secure material during this supply chain shortage.
  

  Customer Answer

  Date: 12/18/2022

  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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in 
  

   

   

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 bought a home in August 2021 and it included solar panels. I have had billing and back billing issues from the beginning. I have now proven that my solar system produces much more electricity than National Grid is giving credit for. There is a meter in my basement that records monthly production that I report to Massachusetts SREC's program. National Grid employee, **** at ************ in *********** openly admitted today over the phone that the company does not take the actual production of the system, they go by a simple "net meter". They in fact do not know actual production or usage of any home that has this type of system. A technician named Cat, came out last week to attempt some metering and reviewed some bills vs. my production meter reports and said that there is definitely something wrong and it appears I should be receiving more credits. I find it to be illegal and the company is stealing from me! Please help me with a resolution as I will be having a lawyer possibly handing it due to this matter being such a stressful time in over a year, not even being able to enjoy my home.

  Business Response

  Date: 11/29/2022

  Our records indicate that we have taken several steps to overcome the customer's billing concerns. We installed a new NET meter for the customer and tested the old one- which passed. We also provided a billing adjustment of nearly $2100. The issue also has been escalated to the manager of our ************** as well as *************** who have arranged to meet with the customer tomorrow 11/30 to discuss next steps.

   

  Customer Answer

  Date: 11/30/2022

  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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 keep getting bills for properties where no one is living and I asked to disconnect. I spoke with rep ***** and she keep telling me that someone from my company called and ask for a service but I explained that I'm the only member in my company.It isn't the first time it is happening and I don't want to pay for something I didn't ask for. I asked ******* to speak with a manager and she told me that no one is available. Accounts:59 Dart-1-Gas Acct # ********** *************** 59 Dart -2- Gas Acct # ********** *************** 59 Dart- 3-GAS Acct # ********** *************** The building is in a gut renovation process and no one is living there since September 2021

  Business Response

  Date: 11/18/2022

  Mr. *********, 

  We have canceled all bills on all 3 accounts going back to your on date. I have a mailing address of ********************************************************************. Is this where we should send your credit balances too? Please let me know.

  Thank you,

  National Grid

   

  Customer Answer

  Date: 11/18/2022

  [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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved once I get the funds back.
  
  My mailing address: **************************************** 27513
  
  Regards,
  
  Tal Patlazaan