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 30, 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

Customer Complaints Summary

227 total complaints in the last 3 years.
83 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.

Initial Complaint
Date:11/13/2022
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.
National Grid is refusing to come and check the meters. We received a bill for $1600 that we know is wrong. We have solar and for the past 2 years, we have not paid anything or the bills are very small because heating & cooking are on gas. We called multiple times. They said they would review it and call back and no one does. I am attaching invoices from 2021 & 2022. Please notice the difference. Thank you!
Business Response
Date: 11/15/2022
We have been obtaining actual meter reads from the meters at this premise however due to the customers concern that the bills are higher than they feel they should be, we have issued to have the meters tested. The customer has also filed a complaint with the MA DPU and should expect to obtain the test results from the DPU agent assigned to their case.
Customer Answer
Date: 11/16/2022

Better Business Bureau:

Our case is being reviewed, we will wait to see the outcome.

Regards,

*******************************
Initial Complaint
Date:11/10/2022
Type:Product 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 got solar panels put on my house in May of 2022. National Grid did not replace the meter with a new dual meter until mid June 2022. From mid-June to mid-November (current), National Grid has been charging on a previous meter that does not exist anymore. In addition, I have consistently produced more electricity than I am using, but continue to receive bills. I've called every two weeks since August and am told a similar story, that the meter is going to be updated, just wait, we will call you back. Each month I keep getting bills. Now, November 10th, I got new information that the meter information was changed over in National Grid's system on September 16th. I asked where is the account reconciliation and where is my refund for the that National Grid required me to pay for electricity that I did use. I was told, it is "in process" with no due date, not even an estimate. I looked at my meter today and I can confirm that I have **** kWh banked, so I should be receiving a refund.I have asked many times on my hour long calls with National Grid to be transferred to a supervisor and/or to have a supervisor call me back. Not once have I been able to speak to a supervisor. I have been hung up on, ignored, and deflected.
Business Response
Date: 11/15/2022
Our records indicate the the customer's issue is in the process of being corrected. The billing has been canceled back to June 2022 and rebilled with the new meter that was installed for solar generation. Our records also indicate that a supervisor from Customer ********************** reached out to you to help resolve the matter. Rebilling can take up to two weeks to complete.
Customer Answer
Date: 11/15/2022
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.
I am not satisfied with this response, as National Grid has told me that the issue is in the process of being corrected since July. In addition, no supervisor reached out regarding this matter.

Please provide a specific date that rebilling will be complete and a specific date when I can expect to be refunded for the amounts that National Grid erroneously charged.

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,
*******

Business Response
Date: 11/17/2022
Our records show that on 11/12/22 a call was placed to the number we have on file for ****** and a voice message left advising that the account was in the process of corrections. We anticipate corrected bill to be sent out the week of November 28th.
Initial Complaint
Date:11/08/2022
Type:Sales and Advertising 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 had national grid for a long time living in my apartment. My concern is I spent years filling out information for the low income housing rates. I had proof with my health insurance as well as doctor's notes for shut off notices! I had told the national grid multiple times until they change the rate. I will not be paying the bill because I'm not claiming responsibility for rates that are not accurate for low income families. Instead, they just ignored me and for five plus years I had argued with them, sent them documentation, used Fax-Zero , sent emails. They seem to claim that they have never received not one of these low-income applications, which is a complete load of poo! I paid $1,000 towards the bill about a year ago as good faith knowing that I definitely out at least a thousand. But now I have a $15,000 bill from associated credit services.. in which I claimed in my dispute that national grid refused, The verified low income qualifications. I would like this bill to be readjusted to the correct rate from the time it began(2016) till the time it ended (2022) .and then I will gladly pay off what I owe! I moved in June and had to put service in a different name. So now I am no longer eligible to pay off through national grid as the account is not current, but I will not claim responsibility for a $15,000 gas bill that was not adjusted accordingly to the state of Massachusetts laws for low-income families! National grid is taking advantage of customers like me by not hearing me, not following through with what they promise by submitting the actual form that I sent back to them about six plus different times!! I am disgusted that this is the way that national grid is functioning! I would like my bill adjusted through your collections agency considering that you guys wrote it off, but the bill is incorrect. The past due is incorrect Your company is incorrect.
Business Response
Date: 11/15/2022
I have looked at your account and there is no indication that Nathionalgrid received any proof of what state assistant you were receiving. Nationalgrid does no back date, when the proof is received is when the discount starts. Your final bill of $1586.60 will not be adjusted. If you have any further question you can reach the office at************** from 7am to 7pm

Thank you
Initial Complaint
Date:11/05/2022
Type:Product 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 my name is ************************* National grid existing account number *********** I moved out of my house in ********* ** July 2021. I received a bill 8/22 saying I owe ****** for usage 11/21 after I moved out. I sent in dispute paperwork in an they said this was obvious a mistake. Now Im being contacted by a collection agency. They said nothing would happen until I was contacted by them and I never was. I dont think I should be responsible for this Thank you *************************
Business Response
Date: 11/07/2022
Our records indicated that the account 13896-30014 for Brian *************************************************************** was a COGEN account that was established 8/29/19. Our records show that per the customer's solar application, the generation credits for that account were to be allocated to two other accounts : 50% to *********** for *************************** ************************************************************** and 50% to *********** for *************************;4 ********************* ********* ** 01821.
The account for ************************* was closed 8/9/22 when the new owner notified ** that they should be responsible for the electric service account as of 11/3/21. As a result, we canceled the electric bills (which were solar generation credits) for *****'s account 13896-30014 back to 11/3/21. Since this was a generation account and the credits from 11/2/21 to 8/9/22 had been transferred to ****** and ******, the outcome was a debit ( credit reversal) for a total of $690.07. We will have the credit transfers reversed off of ****** & ******'s accounts.

We have no record of ***** calling to close account 13896-30014 until 8/10/22 when the corrected bill was issued for the final date of 11/3/21.
Customer Answer
Date: 11/07/2022
I called and closed this account a coupledays before I moved out. I was told it was all set and will be automatically closed when the transfer of funds Was complete. To ****** and ***********;

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,
*****

Business Response
Date: 11/15/2022
The account now has a $0. balance
Customer Answer
Date: 11/30/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I expected the last comment regarding my complaint because they told me that my account was 0.00$.
Come to find out my account was zeroed out because the went into the 2 accounts that I gave my solar credits to and billed them,Including my elderly parents that are on a fixed income.Are you able to open my complaint back up. They obviously lied to me to stop this complaint from going forward.
Thank you ***********************;

Business Response
Date: 12/13/2022
National Grid did not lie. ********************* complaint was that his account was opened beyond the date for which he resided at the premise- that the account should have been closed in November 2021 rather than August 2022.
As a result, we corrected the account and canceled the services back to November 2021 in order to final the account.
Keep in mind that because the premise has solar this customer received CREDITS each month for the period in which ***************** states he should not have had service November 2021- August 2022. Therefore those credits were REVERSED when the account was canceled back to November 2021 as the credits were not owed to ***************** but to the new occupants. This did impact the two accounts that ***************** had designated to receive his credits via account transfer.

Customer Answer
Date: 12/14/2022
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:11/03/2022
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 November 1st my electricity was disconnected because I didnt pay. I payed it instantly. They told me within 24 hours it would be restored. Its 48 hours now and I have been lied to continuously about them coming to restore it. They said they came and had no access to the meter, which was not accurate the meter is in the same place it was when they shut it off. They canceled my reconnect order, then said another 24 hours. My husband is a diabetic and I have serious health issues which is why the bill wasnt paid to be begin with. My husbands medication that costs $3000 is no good now because its my refrigerated I was hung up on several times, and lied to from collections and customer ********************** along with 2 different supervisors. I received an email and a text from them yesterday which I have uploaded. Please help me
Business Response
Date: 11/15/2022
Hello,

This customers service was cut out 11/1 we attempted to cut the customer in on 11/2 but there was no access to the meter We did get access to restore the customer and cut the customer back in on 11/3. The customers power was restored when access was provided.

Thank you,
*****
Customer Answer
Date: 11/15/2022
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:11/01/2022
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.
When opening an account at my address, a National Grid employee inadvertently established service in my name at a neighboring address as well. After the first month, I received a bill for my apartment and a neighboring apartment. I closed the incorrect account and disputed the final bill ~120 dollars. Despite waiting the 30 business days through their dispute process, nobody has rectified the situation. They have instead referred the incorrect bill to collections. I ask them to remove my name/social security from this bill. Date of service: 6/29/22-7/20/22
Business Response
Date: 11/02/2022
Our sincere apologies to the customer for the error. The charges for ********************** at 2 ************************************************************************ under account 00596-55060 from 6/29/22-7/20/22 totalling $121.34 are being removed. A corrected bill will be issued by the end of next week.

Customer Answer
Date: 11/02/2022
[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 #********. This is contingent upon removing the bill as offered by National Grid. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

*********************
Initial Complaint
Date:10/31/2022
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.
There is a site in ***************** with approx 13 homes built ready to close for quite sometime. National Grid is telling the builder and homeowners that they do not have transformers. This has been going on since early summer. It is a 55+ community with many elderly homeowners waiting (with major health conditions) to close.they sold their homes to buy here and we cannot close because National Grid is out of transformers? The name of the site is ************ Acres and the work order # is ********. Everyone is at their **** end about the electric. Winter is upon us. The Builder has done all the work they can and just waiting for them. Anything you can do will be appreciated.
Business Response
Date: 11/02/2022
Hello,
This has been addressed multiple times. Due to a transformer shortage we will not have the transformers required for this job until December or January. This has been reviewed directly with the developer as well as multiple times with the Massachusetts ********** of ****** Utilities who has also has reviewed this with the customer. Unfortunately we are unable to move forward until we receive the transformers.
Thank you,
*****
Customer Answer
Date: 11/02/2022
[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:10/28/2022
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.
Following 6 months of patiently dealing with our road being closed off, sidewalk being closed off, and driveway being blocked by trucks and holes in the street, national grid decides to, without warning, turn our gas off in the middle of the day. I get home after 12 hours of work in the hospital on October 28th to see that all my belongings are pulled out of my closet with the door to the gas meters open. Its 5pm on a Friday night mind you. I have to shower before getting up at 5am tomorrow to go work another 12 hours in the hospital. But i cant shower because theres no hot water, I cant go to bed because I have to wait around for national grid to come muck around with the gas pipes in my closet. So I call national grid and ask them to expedite our ticket after explaining my situation. They told me to wait an hour and that someone would be here within the hour. An hour goes by and nobody shows up so here I am filing this complaint.
Business Response
Date: 11/02/2022
I do apologize for any inconvenience that we may have caused you. Gas lines were being relayed and gas has to be shut off in street when this is happening. Letters would be sent to cust of record. I do see your gas has been restored at this time. if you have any further questions you can reach out to customer ********************** at ************** open 7am to 7pm

Thank you
National Grid
Customer Answer
Date: 11/03/2022
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.
[Thanks, but no letter or anything was provided to us in advance. Our gas was restored not until 9:30 PM that night. If we had been informed prior, we could have planned accordingly. I was absolutely exhausted the following day. Not only this, but when the staff came and left, they had left my room a disaster with clothes from my closet on my bed, dirt tracked around my room from their boots, and a dirty glove in my closet. So then I was left to clean up their mess for 30 minutes at 10pm before having to wake up at 5am the next day. This is unacceptable]

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,
Max

Business Response
Date: 11/15/2022
I understand it may have been frustrating work needed to be done. Unfortunately you are not the cust of record so I would have that person contact our office ************** between the hours of 7am to 7pm

Thank you
Initial Complaint
Date:10/27/2022
Type:Product 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 submitted a MassSave Rebate for Whole House Heat Pump for $10,000. Upon submission I was told I would receive my check within 4-6 weeks (screen shot attached). 6 weeks elapsed on Monday, and I have not received my check. I started with Mass Save, and they blamed their rebate processing company EFI. I have filed a complaint with them. When FINALLY speaking to them, they claim they sent it off to National Grid on 10/5, and I should expect an additional **** weeks from that time, for a total of 14 weeks -- 8 weeks longer than I was originally given to receive my money ($10,000). National Grid does not appear to have a phone # where this can be discussed. they keep transferring me to EFI, who in turn blames National Grid. EFI claimed National Grid is the one responsible for cutting the check, but they have not yet done so within the time quoted to me, and no one can tell me an exact date of when to expect it. My rebate Reference # is *******.
Business Response
Date: 10/28/2022
Our records indicate that this rebate has been approved and National Grid has received the associated data and invoice from the rebate processing vendor. It is anticipated that the rebate check will go out the week 11/7. (It will not be an additional **** weeks)
Initial Complaint
Date:10/25/2022
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.
I was sold on ******************* BY national Grid in 2018 and have been a loyal and paying customer ever since. However, our ************************* bills recently skyrocketed without any warning or explanation. I suddenly had a bill for over $1000. Our bills were high before that (more in the $500 range) but I was shocked to have such an increase of an already high bill. I called National Grid and the representative told me that if I cancel ******************* it automatically defaults to National Grid. So I said I wanted to cancel and we hung up. We begrudgingly paid our balance and looked forward to a lower bill the next month from National Grid. About three and a half weeks later I received ANOTHER bill for over $1000.00. I called National Grid again and was told that I was supposed to call a different number to cancel ******************* and that it was a totally different company! The first time I called the representative did not tell me that. I believe my original call was back in June or earlier and this was September. When I get my National Grid ***** ***** Choice payments are listed on page two and gives the impression that they are part of the same company, because it comes on the SAME paper bill! That feels misleading. For the price per killawatt to go up that significantly and the company to send out no information about that seems unfair. The representative did not give me the appropriate information and because of that, my actual cancellation was delayed and I owed ANOTHER huge amount of money. In the end, after much back and forth, waiting on hold, getting disconnected, waiting for a supervisor to call me back, etc...we got so fed up and paid the next bill to just be done with it, knowing our account with ***** Choice was finally properly cancelled. In the end, we paid well over $2000 for electricity for less than two months supply. Who can afford that? I feel completely mislead and taken advantage of, under the guise of ************** for enviro
Business Response
Date: 10/27/2022
Enrolling with a third party supplier is a consumer choice and not initiated by National Grid. A customer must contact a competitive energy supplier to do so. If the customer and the supplier agree that they will buy their energy from them, they will then contact us to enroll the customer's account. The enrollment for this customer with ****************** began 12/7/2017.
When a customer chooses to discontinue ********************** with a supplier and wants to resume receiving energy from us we ask that the customer check the terms and conditions of the contract with their supplier (as there are sometimes penalties and fees for ended a contract) and request to have the supplier return the account to National Grid.

Our records indicate that the enrollment with the third party electric supplier ****************** ended as of 9/12/22. The request to end the enrollment came from the Supplier directly on 8/16/22 (to end with the next meter reading which was 9/12/22).
The bill statement does indicate the third party supplier and details their charges, included their cost per ********* being billed. Any third party supplier rate changes made by the third party supplier should be communicated by that third party to their customer

You can find more information about Energy Choice on our website:

https://www9.nationalgridus.com/masselectric/home/energychoice/choice.asp

https://www9.nationalgridus.com/masselectric/faq/faq_result.asp?Code=choice

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National Grid USA is NOT a BBB Accredited Business.