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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 28, 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.

    Please enter a valid location.

    Customer Complaints Summary

    • 228 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/01/2022

      Type:Billing 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.
      NATIONAL GRID RECENTLY CHANGED THEIR BILLING AND WEBSITE SERVICE. I RECENTLY REVIEWED ALL MY PAYMENETS FOR MY ELECTRIC AND GAS SERVICE AGAINST THEIR NEW BILLS AND FOUND THAT MY PAYMENTS ARE NOT REFLECTING ON MY CURRENT ****. THIS MAKES THE ***** DUE APPEAR TO BE DOUBLE WHAT IT IS. I RECENTLY SCHEDULED A PAYMENT FOR BOTH SERVICES BASED ON THIS DOUBLED AMOUNT AND THEN REALIZED I WOULD BE OVERPAYING. HOWEVER, THERE IS NO WAY THROUGH THEIR "REDESIGNED" WEB PAGE TO EDIT OR CANCEL A PENDING PAYMENT. I HAVE TRIED CALLING THEIR "CUSTOMER **********************" NUMBER TO NO AVAIL. I HAVE REACHED OUT VIA THEIR EMAIL CHAT SERVICE. I WOULD LIKE NATIONAL GRID TO EXPLAIN HOW A CUSTOMER CAN VIEW/CANCEL/EDIT A PENDING PAYMENT

      Business Response

      Date: 08/09/2022

      Good morning, I have referred you to our web assistants and have asked them to reach out to you and explain our website.

      Customer Answer

      Date: 08/11/2022

      [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:07/30/2022

      Type:Billing 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 received a National Grid electric **** for $178.06, which is ridiculously high. I called them and asked if I paid for last month, thinking that might be the reason why my **** was so high. Turns out that was all for the month of June; I didn't miss any payments. They said I had a third party supplier called **************** on my account, and they were charging $74.61 out of the $178.06. I do not know who **************** is, and I've never authorized them to be on my account. When I mentioned this to the National Grid representative, she said, "Well, this has been going on for a while now..." And then they advised me to call the supplier, instead of helping me get them off my account. National Grid has allowed a third party supplier to join my account without my knowledge, and I'd like to report them and get the issue solved. Thank you.Billing information:************************* ****************************************************************** Account #: ***********

      Business Response

      Date: 08/01/2022

      **************** is the aggregation supplier for the *****************.   In Massachusetts by law communities can find a suppler for their community.  The  ***************** would have sent you an opt out card to fill out and return if you did not want to participate in the municipal aggregation.   If you want to have National Grid for your supplier on the supplier portion of your **** you need to contact the ***************** and advise them you no longer want to participate in the aggregation and the aggregation supplier will notify National Grid to return your account to National Grid basic service as the supplier.    

      Customer Answer

      Date: 08/10/2022

      [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:07/28/2022

      Type:Product 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.
      On April 27th I contacted National Grid to dispute a ****. After Filing their **** Dispute paperwork I have called them every week and have had no luck getting it resolved. I was promised a call from a supervisor on July 15th to help me resolve the issue but have still not received the call. I'm hoping you can help me settle this problem as it is having a negative impact on my credit score and holding up the purchase of a vehicle.

      Business Response

      Date: 08/09/2022

      Final **** Disputes can take up to 2 months to investigate and resolve. Our records indicate that the dispute has been approved and the account is in the process of being credited $1978.50, leaving a remaining balance of $175.68 (which was the balance at the time of the Termination Notice in October 2019). Please note  that it is the customer's responsibility to notify the company when they are moving and need the account to be closed so as to avoid billing issues. 

      Customer Answer

      Date: 08/09/2022

      [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,


      ***************************

    National Grid USA is NOT a BBB Accredited Business.

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