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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 23, 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.
    • 84 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/12/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We had solar panels put on in Oct 2024. Our national grid meter was deemed to not be sending a signal and was replaced in Feb 2025, after numerous calls about using more electric than previous years. All solar systems and wires were check and were working properly. Nat **** said they would investigate, this led to new meter. Was told to send in solar generation reports and we would be credited for the months of the non working meter. Had no response from company, called again and was told my claim was going to be brought to a supervisors attention and I would reveive a call back. I have not spoken to anyone since and would like to resolve this issue, be credited for mis charged electric due to broken meeter

      Business Response

      Date: 03/14/2025

      Thank you for contacting National Grid via the Better Business Bureau.

      I have contacted the customer directly to further discuss the solar credits and have escalated to our solar lead to review the solar generation reports.

      Thank you,

      National Grid

    • Initial Complaint

      Date:03/08/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I applied for solar panels through ****** and they have to get authorization from National Grid. National Grid denied my application because I have a past due. I want the solar panels to help eliminate the high energy bills. I'm doing everything I can to help my family and own a house here in Massachusetts. The fact that National Grid gets to decide whether I get solar panels is not fair to me or anyone in Massachusetts. I pay my bills like everyone else. If they didn't skyrocket cost of energy I would have been able to qualify. This isn't fair and I feel like National Grid has monopolized the industry at this point. If I can get some help from anyone that can help me get these solar panels put on my house I would appreciate it.

      Business Response

      Date: 03/12/2025

      The solar application is on hold due to the arrears balance on the account. The customer had been instructed to speak to Customer ********************** to discuss options. We have since reached out to the customer to assist and are awaiting their response

    • Initial Complaint

      Date:03/05/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      my complaint with national grid company i have been trying to contact customer ********************** to resolve my high gas bill, the customer ********************** keeps saying its been very cold this winter this is why my bill is so high. I just want national grid to look into my gas bill because it is so high and i would like to resolve the issues. i would like to correct the issues with the company. i do not agree with my high gas bill and the answer that i am getting from the company.

      Business Response

      Date: 03/07/2025

      I have looked at your account and based on what I can see your use looks normal.   I understand that you do not want to accept that but gas consumption this year has gone up do the colder weather we had this year.  Gas rates did go up almost 30% this year which made gas bills climb.   Are you eligible for any assistance?   Maybe you could contact Mass Save to see if there is anything you can do to help lower your use.  We offer a budget plan if you are interested.   If you are eligible for any state aid the company offers a discount rate which is 25%.   

       

      Thank you 

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

       

      Customer Answer

      Date: 03/08/2025

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 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:02/25/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Electric billing problem

      Business Response

      Date: 02/26/2025

      Dear ** ******,

      Our records indicate we have billed you for electric service beginning 10/07/24 at the address of ********************************************************************************************

      The service periods and bill amounts are as follows:
      12/27/24 1/28/25, 845 kWh billed in the amount of $301.47
      11/25/24 12/27/24, 821 kWh billed in the amount of $290.68
      10/25/24 11/25/24, 589 kWh billed in the amount of $210.25
      10/07/24 10/25/24, 220 kWh billed in the amount of $78.39
      Total amount billed: $880.79

      A total of $87.31 in solar credits has been transferred to your account since October from your solar account at ************************************************************************************************. Our records at this address indicate only 2 bill periods since October resulting in overgeneration:
      10/25/24 11/25/24, -157 kWh generated in the amount of -$35.78
      9/25/24 10/25/24, -209 kWh generated in the amount of -$51.53

      Your total amount billed, $880.79 less credits of $87.31 leaves your account with a current balance of $793.48.

       

      If you have any questions or need additional information,please call Customer ********************** at ************** available Monday-Friday,7:00am-5:00pm or, for your convenience, visit us at ********************************.

      Sincerely,
      National Grid

      Customer Answer

      Date: 03/02/2025

      we disagreed the explanation from National Grid for the amount on property ********************************************************************************

      I ** ****** have signed Utility net Meter Agreement on 7/15/2023 with National Grip. I did not close or void any account on ************************************************

      I did authorize for anyone to close any eclectic bill account on property ************************************************

      I believe that all electric credit should be able to pay by itself.

      Regards,

      ** ******

       

       

      Business Response

      Date: 03/10/2025

      Dear Customer,

       

      Your accounts for ****************************** and 2 will not be closed and are currently active. The balance for your account at Apt 2 is $1,053.20 with a past due balance of $793.48.

      Your average bill for Apt 2 is $176 per month, based on the past 12 months of historical usage. The solar credit transfers you are applying to Apt 2 from net metering do not cover the cost of the electricity being consumed each month. You may continue to receive collections notices regarding your past due balance until you call us to discuss a payment agreement or pay your past due balance in full. 

      If you have any questions or need additional information,please call Customer ********************** at ************** available Monday-Friday,7:00am-5:00pm or, for your convenience, visit us at ********************************.

      Sincerely,
      National Grid

    • Initial Complaint

      Date:02/21/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Want to know why my bill double in a month when I havent use anymore electricity then I normally used?

      Business Response

      Date: 02/24/2025

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

      National Grid          Electric Companies ( handles gas as well)
      *************************************
      *******************

      Sincerely,
      National Grid

    • Initial Complaint

      Date:02/16/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The gas charge for my December-January bill was $ ****** and we were in the house for 10 out of the 30 days and the heat was adjusted down to 58 degrees when we left. The bill for the Jan-Feb period was $143.00 and we were not at our home at all and the heat was down to 58 degrees the whole time! This is overbilling and overcharging customers! My sister lives in the same neighborhood and her gas bill went up to $500 and she keeps her heat pretty low. I know many people are complaining and it has been on the Boston TV news channels. The company must reimburse and lower their rates.

      Business Response

      Date: 02/19/2025

      Good morning, I believe I already responded to you in regards to the billing.   Unfortunately the rates are higher this year and use is higher do to colder weather.   

       

      Thank you

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

      Customer Answer

      Date: 02/19/2025

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 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,

      Loukia

       

       

    • Initial Complaint

      Date:02/11/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 2nd of 2024 my apartment flooded. I was told my apartment is inhabitable, as I had water pouring through my lights, fire alarm, bedrooms, kitchens etc. I talked to National Grid, I submitted my insurance records detailing I was not at the residence. I was then charged for electricity from June-December despite multiple requests to disconnect this service. In total, I paid $1,057.26 in charges that I had already proven I wasnt responsible to pay for. National Grid failed to shut off my electricity and account, and then took my money. I then submitted a bill dispute on 12/30/2024, I never heard anything back until I called again today (2/11/2025) and was told my dispute was denied. There is no valid reason for my disputes to be denied, I was not living there, and I had requested my electricity to be shut off, and I now currently owe $900+ on my new apartment due to the incompetence of this electric company. I have talked to multiple agents, all unable to help me, Ive been told that I will be contacted by a supervisor, but I doubt that will happen. They have made zero action to rectify this problem, and have caused me nothing but stress, as the economy is already tight, and now Ive paid about $1,000 because of false promises by the company.

      Business Response

      Date: 02/13/2025

      Dear Ms. *********************** apologize for the inconvenience you may have encountered. National Grid continually strives to provide exceptional service and attention to its customers.

      Our records indicate that your concerns were addressed via telephone conversation with a ************** Supervisor and the issue has been resolved.

      Your original final bill for service at *********************************************************** was issued to a date of 12/11/24. This has now been corrected to a final date of 9/04/24. Your remaining final balance for service at this address is $122.86.


      The change(s) will be reflected on a future statement which will be mailed to the mailing address on file.

      If you have any questions, please call Customer ********************** at **************, available Monday-Friday, 7:00am-5:00pm or, for your convenience, visit us at ******************************.
      Sincerely,


      National Grid
      Customer **********************

      Customer Answer

      Date: 02/13/2025

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 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.]

      I am not satisfied with this response because of the refusal to acknowledge the error on their part, and of the up charge in the final bill amount. There should be no more remaining bill balance, as the remaining bill balance was for a bill issued after 09/04/2024, a bill which has already been paid. Im also not satisfied with the business only offering $150 out of the $1,057 spent and then saying I owe $120 on top of that, which would then technically mean they only gave me $30 back out of $1,197 spent where I was no longer in the dwelling due to inhabitable circumstances. I was told of a program I can do for the current bill I have, but that wont take effect for another couple of weeks, and on top of that Im still out $1,000. 
      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,

      Ava

       

       

      Business Response

      Date: 02/19/2025

      Dear Ava,

      We apologize we have not been able to satisfy your complaint and are committed to doing so. The billing for your finaled account at ******************* has been canceled beyond the date of 9/04/2024. Our records indicate you were billed a total of $1,742.45 from 10/20/2023 9/04/2024. On this account there were 7 payments made totaling $1,892.16 resulting in a credit of $149.71 which has been applied to your active account.


      On your active account at 7 MARBLE ST APT 314 you have been issued 6 monthly bills totaling $1,322.05 for service from 9/04/2024 2/11/2025.We have received 1 payment dated 12/27/24 in the amount of $122.78, resulting in a balance due of $1,199.27. After applying the credit of $149.71 from your closed account your remaining balance due for your active service is $1,049.56.

      We have addressed your final bill concerns by reimbursing you for all charges after the date of 9/04/24. Your remaining balance due is from current service charges at your new address, which we would be happy to set up a payment agreement for.


      Attached you will find a breakdown of the billing for both addresses.

      If you have any questions or need additional information,please call Customer ********************** at ************** available Monday-Friday,7:00am-5:00pm or, for your convenience, visit us at ********************************.

      Sincerely,
      National Grid

      Customer Answer

      Date: 02/21/2025

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

      I will not be satisfied with this result until multiple courses of action that I have been promised have been taken. 

      1. My ********** discount is applied to my account and backdated, as the national grid agent I spoke to on the phone said was possible.

      2. I am enrolled in the payment plan that was mentioned on the last phone call I had with national grid, where if there is 12 on time payments the balance of the current account is forgiven.

      3. I have this in writing, in my email, from national grid.

      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,

      Ava

       

       

    • Initial Complaint

      Date:02/11/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      December of 2023 an agreement for a forgiveness plan on previous owed monies from 2023 was agreed upon in which over 12 months I would be on a payment plan that would be adjusted every 3 months according to usage. It went well as far as I was aware since no changes were made for 10 months and then in November the bill was adjusted from $77 to over $220. Because national Grid did not make any adjustments and took everything they said should have been adjusted and added all of that on to the balance in the 11th month. As a result I lost the plan and as a result wound up incurring more than $15,000 in bills by the end of December. I have attempted to reach out and resolve this situation with national Grid several times with no results. I would like someone from national Grid to contact me about honoring the forgiveness plan we had originally discussed, agreed upon and put in place.

      Business Response

      Date: 02/12/2025

      Hello,

      I reached out to Mr. ******* to offer to put him back on the arrears management program and to explain why his plan defaulted.  He refused to let me speak and disconnected the call.  I have noted his account to offer the arrears management program if he calls back in. The customers average bills increased while on the plan increasing the installment amount which he didn't seem to be aware of but declined my offer at an explanation.  The customer is more than welcome to contact me directly in the future to review this.

       

      Thank you,


      ***** *******
      Sr. Analyst, Office Of The President
      Tel ************
      Email ***************************************************************************************

    • Initial Complaint

      Date:02/11/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The wife and I are retired senior citizens, and we recieve heating assistance. There is a extra assistance program if you can show your gas comsumption between 4/1/2023 to 3/31/2024. I called on 12/12/2024 and requested the comsumption info (call was recordered it was around 4 pm) they said no problem a week later I called again and they gave me a email address to get the info, I have emailed 3 times since then with no reply. The heating assistance program will be stopping soon if it hasn't already. I did mention that we were senior cotizens on a fixed income. They don't mind raising thier rates but won't raise a helping hand for seniors any help would be appreciated. My gas account number is ********** The complaint number they emailed me is 250128-000130 Thanks again

      Business Response

      Date: 02/12/2025

      I apologize for any inconvenience you have had with the company.   I do see that a request was made to have this sent to you.   I am attaching it here and I will also email you at **************************************************.

       

       

      Thank you 

      Nationalgrid

    • Initial Complaint

      Date:02/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In regards to my bill i would like to know what's actually going on. I try to call and am on hold for 30 mins plus so it's starting to look like you don't even answer calls in regards to billing.I am getting a reduced rate ...when i add up the charges I don't see where you're deducting the reduced debit off. I literally am freezing to death with not using oil but for like a half hour, and i don't use many lights so I would really like to see where you're Calculations are coming from .I'm 47 or so up from Christmas time which I can see the bill then being a bit higher but there's no justification as to why my bill is almost 300 when mostly nothing is being used and that's you're reduced rate? I find that hard to believe.************************************************************************ Acct #********** Residential Electricity

      Business Response

      Date: 02/11/2025

      Dear Mr. ************************* you for your inquiry. We apologize for the long wait time you experienced. National Grid continually strives to provide exceptional service and attention to its customers.

      Our records indicate that your concerns were addressed via telephone conversation with one of our representative yesterday, 2/10/25, who reviewed your billing with you.

      We have been able to obtain actual reads on the meter monthly. Anything that requires use of a motor, heating, or cooling element will cause use and the bill to rise. If you also have older appliances, they may require more electricity to function as well.

      We show that your meter has an automatic meter reading device that captures the reading monthly for National Grid to prevent human error in transposing numbers and/or misreading the meter. If the device were to fail, we would need to estimate your usage. This has not occurred. Your meter is fairly new, having been installed in 2022 therefore reading or operational inaccuracies are unlikely.

      National Grid cannot determine what is generating the usage taken from the meter readings, the same way one cannot determine where a vehicle has traveled by odometer readings.

      We can assist with budget billing where we take your average bill for the last 12 months and issue monthly statements of this average to alleviate the high bills.

      I can confirm that you are on our R2 discounted rate. On the first page of your billing statement you will see the 32% discount reflected. On your most recent bill statement dated 2/06/25 your Delivery Charges were $210.62 and your Supply Charges were $174.65, totaling $385.27. Therefore your ********** Discount was 32% of $385.27 = $123.29 as shown on the first page of your statement.

      If you have any questions or need additional information, please call Customer ********************** at ************** available Monday-Friday, 7:00am-5:00pm or, for your convenience,visit us at ********************************.

      Sincerely,
      National Grid

    National Grid USA is NOT a BBB Accredited Business.

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