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

  939 Southbridge Street Worcester, MA 01610

• 

  National Grid

  55 Bearfoot Rd Northborough, MA 01532

• 

  National Grid USA

  PO Box 1040 Northborough, MA 01532-4040

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:10/21/2022

  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.

  We are current National Grid customers. We are doing a home renovation and had to move our electrical service. National Grid informed us that it is their policy to charge customers for labor and materials for such a job. They charged us $1,460.64 for labor and made us pay up front. The job ended up taking 1 hour and 20 minutes for 2 people. Even assuming an hour of travel time, this price would indicate the crew members are making over $300 per hour, which does not seem likely. National Grid refuses to share any details on the labor cost and now that the job is done, our contact will not reply to our request to review whether the estimate was too high now that we know how long it took. We would like someone at National Grid to either share details on how they can justify such a high price or provide a rebate to reflect the actual cost of the project.

  Business Response

  Date: 10/25/2022

  Hello,

  Unfortunately we are unable to disclose labor rates due to union contracts.  I can provide the attached cost breakdown of the project. I can also relay the fact that  labor rates do include fringes and are not solely for the estimated time the field crews put into a job but include a small percentage of rates of the design team that works on a job and any clerical work put into a job.  

   

  Thank you,

  *****

  Customer Answer

  Date: 10/28/2022

  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. 

  The cost breakdown provided in the response is not helpful because it is the same document I provided when I made the complaint.  It does not seem National Grid is taking this seriously but instead repeatedly sending the same inadequate documents.  It was helpful to see all of the functions that could be included in the labor charges and that list leaves me even further convinced that I have been dramatically overcharged.  To complete this project, National Grid required that I purchase and install my own utility pole, hire a private company to create a trench and a private electrician to lay conduit and run the necessary wires from my home to the new pole at the street.  All they needed to do was cut the existing service from my home and run a much shorter wire from their pole across the street to my new pole, and install a new meter.  When their engineer came to look at the project he told us it was "very, very simple."  If the crew that did the work was there for an hour and ****************************************************************** National Grid's response collectively spent several days working on a "very, very simple" project.  I continue to request that National Grid account for the actual hours spent on this project.  If they are not able to share hourly rates, it would be helpful, at a minimum, to see the numbers of hours they recorded by staff function even without the wage rates attached.  
  
  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: 11/02/2022

  Hello,

  Unfortunately we aren't able to disclose that information to the customer.  The labor charges included removal and installation.   This was a miscellaneous policy and estimated charges are not reconcilable to actual charges.  All charges are billable to the customer requesting the ********************** relocation per the Electrical Specifications.  We have reviewed the issue and determined the customer was charged correctly.

  Thank you,

  *****

  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. 

  This is an admission that National Grid, as a monopoly, arbitrarily charges whatever they would like for simple, necessary services. It also contradicts earlier claims that I was charged for time and materials. The admission, at this point, that the labor and materials charges are not reconcilable confirms my initial suspicion that the charges are inflated and set unfairly by a monopoly. 
  
  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:10/10/2022

  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.

  10/7/22 Was told my bill was pass due and called to resolve. I signed up for paperless billing and never received a bill. Later to find out it was handled by FISERV which I never heard of and did not agree to. I have now switched this and hopefully that is okay now. This is when I learned the duration and cost of my first bill. When I called to connect the service as a new tenant on August 23rd I explained the owner of our house stated they had no idea how the electric was still on. I was told they no longer shut it down between the end of service by previous tenant and the start of new service. The call must be recorded if this is in dispute. I asked how can weeks go by between tenants with the prep for new tenants and the weeks of showings without anyone paying for the electric, she said it is how they do it now. I am in no way responsible for electric before I moved in but my bill suggests otherwise. For the 14 days of service, half of which we did not live there for as we were moving in, I was charged for 268 KWH. That averages ***** KWH per day. That is without a washer/dryer and an AC (window unit) that have not been delivered until the end of the billing period. The water heater and stove are gas and the house was barely used for at least the 1st week because of water issues at the house. Compare that to the next month's bill for 28 days of full time use and with an AC and Washer with Electric Dryer, 395 KWH averaging ***** KWH per day. There is no way with more usage that 5.3 KWH per day was used in the first 14 days, not possible. The only way this is true would be they are charging me for all the electric during the last tenant leaving and me starting service. I called to ask for proof of the last tenants final reading and the first reading on day one of my start date and did not get anywhere with the service rep. I this day and age there is no reason they can not give me the information. No one should pay for power they did not use!

  Business Response

  Date: 10/11/2022

  Hello,

  After reviewing the account is appears the start read was incorrect.  I have had the reading adjusted and a corrected bill will be sent out tonight.

• Initial Complaint

  Date:10/03/2022

  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.

  A ************* was installed on Church street, where we live. We have around 7 houses on our street. Months later, they returned and stated theyre plan was to run new lines off the main to each house. When they came to my houses, 39 and **************** (I own both), they went into my basement to do a visual. They told me they had to move my gas meters from the basement to the outside of my house. I told them I didnt want that, I wanted them to stay where they were. The gas representative said they couldnt stay in the basement because they werent safe to be there. They returned and removed them from **************** basement and put them outside my door on the outside of my house. They also did my neighbor at the end of my street(4 houses down). I live on a dead end street. I took the day off of work and sat in a chair outside and watched them work. I repeatedly stated that I was not ok with this happening. Most of my comments were ignored. Those werent I was told it had to be this way. At the end of the day, I had walked around my neighborhood and realized my neighbor had his in his basement, EVERYTHING, ALL OF IT! I asked the gas contractor why was the neighbors inside and mine outside. He told me that the new plastic line is installed through the existing steel gas line and comes out into the basement. Why couldnt this be done to mine, both of mine? Supervisors from National Grid have come to my house and have said the neighbors is like that because it looks historical. Upon investigation we have been told it is not historical because it is not on any registry. With that being said, our house, **************** should look exactly like theirs. Our home, ****************, abutting **************** is still on the old steel line. I want everything in the basement, NOT moved outside my house. Winter is almost here and they are threatening to shut off my gas if I dont comply to them. If safety is a concern why is my neighbor ok in his historic basement?

  Business Response

  Date: 10/12/2022

  Good morning ******************,
  
  I will be looking into this for you and will get back to you with the resolution.
  
  Meanwhile feel free to contact me with any questions or concerns.
  
  Thank you
  Respectfully,
  *********************** | Specialist, Escalated Complaints
  Customer *********************** | phone: ************** | *******************
  

   

   

   

   

• Initial Complaint

  Date:10/03/2022

  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.

  I have been on the budget plan for over five years and I have been paying $222.00 every month. I just checked my account and my bill has been increased to $282 without warning. I don't understand why my bill went up. I have not used any extra electricity. I have actually been using less. I feel like this company is price gouging me and taking advantage of me. I feel I am being charged unfairly.

  Business Response

  Date: 10/04/2022

  Our records show that the account began the enrollment with Budget Billing in September of 2019. The Budget amount may change every six months depending on the customer's consumption/bill amount.

  Attached is the Budget Billing History to show that the Budget amount has changed over the years based on the customer's consumption - both as a decreased and an increase. Also attached is the billing history 

  The Budget is calculated by getting an AVERAGE of the customer's monthly consumption- and is reviewed every 6 months. If at the end of the Budget year (* August for this customer) if the customer has a deferred balance ( meaning they were billed on the Budget for less than they actually consumed)  the Budget amount will adjust to factor this 'true up' balance in.

  This customer's had a deferred balance of $359.17 at the end of the year, which was rolled into the new Budget for September ($359.17 /12 = $30) + the new average $255 which is based on the past year's consumption = $285 new Budget amount

  Our records show this was explained to the customer via telephone yesterday. The new Budget amount has changed soley based on the calculations of the balance and the customer's current average usage- not price gouging.

  Budget Billing is an options program and the customer can elect to disenroll if they feel it is not beneficial

• Initial Complaint

  Date:09/27/2022

  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 closed my NationalGrid account on September 22nd, 2022 during the pandemic. I paid the entire balance of $14.86 and closed out the account. 2 years later, NationalGrid sent my account to collections for a supposed $1.65 still owed. I still have my login information and my balance appears as $0.00. I've spoken with NationalGrid billing and customer **********************, neither of which offers a solution other than dealing with the collection company. I have a perfect credit rating. NationalGrid did not notify me at the address provided nor did they seek to send a text message or notify me by phone. When I closed the account, they assured me I had paid my entire balance. I want NationalGrid to reverse this. If they can provide justification for the amount I will pay them directly but sending to a collection agent for their mistake is unacceptable.

  Business Response

  Date: 10/04/2022

   

  Hello,

  I am having the $1.65 pulled from collections and credited to the account.  We will no longer be trying to collect on this amount.

   

  
  

  Customer Answer

  Date: 10/04/2022

  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. 

  As NationalGrid would not provide a manager to resolve the issue, in order to make sure my credit rating was not impacted, I paid the collector the amount plus they added a collection fee.  I would like NationalGrid to reimburse the full amount paid of $9.60.
  
  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: 10/07/2022

   

  Hello,

  We have pulled this from collections, credited the account, sent the customer a close out letter notifying them this was closed and the collection agency is refunding the customers payment.

   

  Thank you

• Initial Complaint

  Date:09/22/2022

  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 need national grid to refund the tax I have been charged. I need national grid to stop collecting tax from me as I am tax exempt. My Certificate of Exemption is attached, my MA Taxpayer ID is ******** and my Certificate Number is EE679770112.I have put countless hours into phone calls with customer ********************** representatives who have told me to submit my certificate of exemption to them online at ********************************************** I did this. I have been told I need to send an I9 from to the address ********************************************************. I sent it three times. I was told I need to change the name on my natgrid account to three different names, I did all that. I was told my tax money has already been paid to *** and I need to file a complaint with them to get the refund. Stupidly, I called the *** and they apologized for national grid's ignorance and told me that it will need to go through national grid. I have requested to speak with a manager for at least six months, never have I been contacted by management. The customer ********************** agents are misinformed to say the least and have sent me through a dizzying maze of dead ends. I contacted the department of public utilities at ********** and a woman answered and said she would reach out to national grid on my behalf. I have called every week to national grid for seven consecutive months to still be billed tax and no refund. There is plenty more examples of how I have been run around however I hope you get the point. I am a struggling small business, I don't need this added stress. They need to do their job and fix the problem. I don't have an option to do business with an alternative electricity supplier, so please help me resolve this with national grid.

  Business Response

  Date: 09/28/2022

  We utilize the Massachusetts ********** of ******* website to confirm small business exemptions in Massachusetts. The customer also has access to this information via https://mtc.dor.***********/mtc/_/#1.

  When checking the MA DOR site, we found that he names on the electric account does not match their file name. The name on the electric account is **************** Dippin Donuts'.

  However the exemption is listed under Konrad ******** (without the Dippin Donuts).

  With the customer's permission, we can change the name of the electric account to be Konrad ******** and then apply the abatement.

   

  Customer Answer

  Date: 09/28/2022

  Better Business Bureau:
  
  I have reviewed the response submitted by the business. I have requested national grid to work with me to resolve this issue AD NAUSEAM, with your help it appears they are finally willing to close the loop with me. Thank you.

  If they follow through as outlined in their response it will satisfy my issues and/or concerns in reference to complaint #********. As soon as they process the abatement and remove sales tax from my bills my complaint will be closed and resolved. 
  
  Thanks again,
  
  ********************

• Initial Complaint

  Date:09/20/2022

  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.

  We moved from the above address to our current, ** address in mid July. Our house at the above address was on the market from mid July thru the date it was sold (Sep. 2). During that time, the house was vacant ad emptied of all furniture. There were no lights being used or other electricity with the exception of the refrigerator which stayed behind and remained plugged in. We received 2 bills at our new address for those billing cycles in the amounts of $308.56 and $319.29. It is impossible for the home to be using the same amount of electricity as it was when there were people living in it and using service. We called National Grid who agreed to come out and do an actual reading, and re-bill us - only to receive a new bill showing the same amounts. We are convinced we are being taken advantage of, and need assistance with investigating.

  Business Response

  Date: 09/22/2022

  Our records indicate that as a result of the customer's high bill concerns a meter test was performed. The meter was found to be reading accurately. Our records show that the customer also filed a complaint with the MA ***************** Utilities to work as a liason between herself and the company. The MA DPU investigation found no fault with the company and the billing to be accurate.

   

  Customer Answer

  Date: 09/22/2022

  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. 

  National Grid clearly has me confused with another customer, as we did not file a complaint with the MA ***************** Utilities, nor were we notified of a meter reading, much less of the results.  We did contact National Grid to request a reading, twice, and assured one would be done - however, they never followed up with a scheduled reading, and as I mention above, never provided any results.  If in fact they do not have us confused with another of their customers, we would like to see the results of that reading on paper.  Once again, there was no one living in the unfurnished home for nearly two months, and nothing plugged in/turned on except for a refrigerator.  It is impossible for the electric bill to be the same and higher than when it was being occupied.  Please share proof of accuracy.
  
  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: 10/04/2022

  Hello,

   

  A complaint was filed with the MA DPU and information was provided to them.  The meter was tested and was reading correctly and we have all actual reads.  I will have a meter test confirmation letter sent to the customer.  The billing on this account is correct.

  Customer Answer

  Date: 10/04/2022

  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
  
  Please keep this complaint open until I receive the detailed report they've promised here to send.  As mentioned previously, the report they claim to have sent to the organization they say there was a complaint made to has not forward said detail to me (nor did I ever submit such complaint).

   

  Regards,

  ******

   

   

• Initial Complaint

  Date:08/25/2022

  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.

  national grid is over charging me evey month it goes up and up i do not have lights going all the time my ac i haven't used im a senor citizen 4-19-59 i have health issue's im on ssdi i have had heap help me twice to wear i can't afford keep my electric on the represente they get nasty to you

  Business Response

  Date: 09/01/2022

  Called customer no answer and unable to leave message. Review of account reflects all actual meter readings. Electric kwh use for current summer months vs previous year are in line. As history reflects use of kwh does decreases in September.  Difference in cost of dollar amount in ******** would reflect as 2022 supply cost is approx. .3 to .4cents more then 2021. for July/August.  National Grid business is delivery. Cost of supply changes based on market. National Grid does not profit on supply cost.  

• Initial Complaint

  Date:08/19/2022

  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'm submitting this complaint against National Grid on behalf of my boyfriend about an ongoing issue that I have noticed some other keep people have experienced similar issues with their bills being unusually high despite not changing their normal usage. We have on multiple occasions received 2 bills a month. It was also recently brought to our attention that the person who lives in the same number apartment but different street number attached to the same building as us has never received a bill. His electricity has been shut off twice. The first time was about a month, month and a half ago. His past due was high, and in to restore his service he had to pay $6,000. The service was restored the next day. The second time was August 16th. That time he only had to pay $600 to restore service. Both times National Grid failed to turn on his main circuit breaker on his meter. We called today about the suspicion of the tenant in the building attached to ours with the same apartment number possibly piggy backing on our electricity and was told that it's a meter mix-up. We were told that the only way to get an investigation started our landlord has to call on our behalf. I told the representative that our landlord doesn't do anything and that we can never get ahold of him and he never even shows up. The representative said that the only way for anything to get done the landlord has to call. The representative had basically said that there was nothing that we can do anything even though there's a possibility of someone commiting fraud to avoid paying for electricity. Please help my boyfriend has paid over ****** dollars and his electricity usage is outrageously high.

  Business Response

  Date: 08/22/2022

  In order to perform a thorough mixed meter investigation National grid requires access to all meters and the apartments involved. This is typically coordinated with the tenants in the building via the owner/landlord. If the customer of record can coordinate and confirm access to the all of meters and to all of the other apartments involved, we may be able to proceed with the investigation. The customer can contact us if/when they have this coordinated.

  The customer can also rule out a mixed meter situation on their own by turning off their main breaker switch, waiting 5 minutes and checking to see it the meter that stops registering is the same as the meter # on their bill.  If it is not, that would indicate a mixed meter. Or if they turn their main breaker off and find that another tenant in the building loses part of their power, this would indicate cross wiring also known as a Sanitary Code Violation, which would need to be addressed by the landlord and/or ***** of ******* not National Grid.

  The switching of the main breaker switch is the responsibility of the customer as this is not **********************'s equipment. When restoring service to a customer meter, we energize the meter and leave the switching of the breaker to the customer for liability concerns.

   

• Initial Complaint

  Date:08/17/2022

  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.

  NG (national grid) has promised 3 times to come and turn my services on and has not done so.8 hour schedule times are completely unacceptable!We have no hot water, lights, and cannot cook due to ** not doing what they have promised They say they have called which is untrue and are forcing us to live without the most basic necessities.We cannot get another service provider since they have a monopoly on power and they don't care if my services on or not and the great inconveniences it is causing my family

  Business Response

  Date: 08/29/2022

  ********************************* owner stated he has nothing but issues with National Grid and the 45 properties he owns. I did suggest some alternatives for ****** to use in the future or he has the option to request a Supervisor callback if not satisfied.****** said dealing with National Grid is a "nightmare"