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.

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• 

  National Grid USA

  40 Sylvan Rd North Waltham, MA 02451-1120

• 

  National Grid USA

  PO Box 1040 Northborough, MA 01532-4040

• 

  National Grid

  55 Bearfoot Rd Northborough, MA 01532

• 

  National Grid

  939 Southbridge Street Worcester, MA 01610

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

• Initial Complaint

  Date:02/03/2025

  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.

  Someone open an energy account in my name. And was sent to Collections. Disputed this information to the ************* already. This . As you can see the address is ********************************************************************************************. I have been living in ********** 45 years and do not own any properties in **. Spoke to a representative at ** he sent me a form to fill out for Fraud.

  Business Response

  Date: 02/10/2025

   

  We are sorry to hear that ***** ***** has been a victim of fraud. A dispute form has been emailed to *********************************. Once the form is returned with required documents to support the fraud claim, we will contact ***** ***** via letter with the outcome of our investigations. Final Bill Disputes investigations can take up to 30 days for response.

  Form and documents can be sent to the company using the following methods

  via email to  **********************************************************************

   via Mail  National Grid

                Attn: Disputes Dept.
               Customer **********************
               ******************
               ********, ** 13202

  or via Fax **************

   

   

• Initial Complaint

  Date:01/21/2025

  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.

  Our complaint is two parts, Part A is the electric meter was replaced due to faulty readings, When a National Grid Employee hooked up the new meter, they caused a power surge to electronics in the home. We have attempted to contact both "Customer **********************" as well as the claims Department and this was not easy to do as they put you into an unresponsive phone tree, and no associates can help you. They have failed to respond to phone calls and emails. The date of this loss was on Jan 9, 2025. resulting in over $7,000 in damage. It is unclear that the "on line claim form" was received. There was no conformation about this being received or even if it was even the correct place to file the claim. The second part is the incorrect billing; National Grid failed to update the bill for an R-2 Rate and adjust the incorrect meter reading. We have asked for this to be corrected several times with no response. Unresponsive workers that can't or not "able to adjust billing." No way to get to a human that is capable of making this happen. The mailing address also needs to be corrected to the ** Box. There is no mail delivery in this Town to the Street.

  Business Response

  Date: 01/22/2025

  Dear Mr. ********************** apologize for the inconvenience you may have encountered. National Grid continually strives to provide exceptional service and attention to its customers.
  
  We are in the process of backdating and applying the R2 discounted rate to your previous bills. This process is expected to take about one week. Once completed, you will receive corrected bills reflecting the discounted rate. Going forward, your account will remain on the discounted rate until you are required to re-certify annually at which point you will be notified via letter.
  
  As requested, we have updated the mailing address for your account to ******************************. You are currently enrolled in Paperless Billing and therefore will receive your bills via email unless you request to return to paper billing. Please let us know if there are any additional updates needed.
  
  Our claims department has confirmed receipt of your claim (Claim # **********) on January 15, 2024. Your claim is currently under investigation, and you can expect to receive a response within 48 weeks.
  
  
  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: 01/22/2025

  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. 

  Thank you for the timely response. Please explain how we would be responsible for incorrect and defective meter readings prior to the replacement. 
  

  Please provide a contact person to submit questions to for repair / replacement documents. Some items are not able to be examined without additional costs for estimate or a repair facility willing to assist due to an item being a router that they claim cannot be fixed and need to replace with something else. Computer repair shops will not fix everything. 
  

  We look forward to your response. 
  
  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: 01/27/2025

  Dear Mr. ******************** is no indication of incorrect or defective meter readings prior to your meter replacement. The usage on your new meter measured from 1/09/25 1/13/25 reveals a kWh use per day of 100 kWh which is consistent with prior billed service periods of 12/11/24 1/09/25 (100 kWh per day) and 12/02/24 12/11/24 (104 kWh per day). We have verified that all readings obtained are actual and accurate. This winter has been colder compared to prior years, which typically leads to increased energy consumption.
  
  Repair and replacement claims can be submitted to our claims department. As previously noted, they are currently investigating your previously submitted claim received 1/15/25 and will get back to you with a response upon review of your claim. Our claims department can be reached at ************** between the hours of 7:30am 4:00pm or at ***************************************************************

  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:01/16/2025

  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.

  Since June 2023 to present. My electric bill went up 5 x's as much monthly from 60 dollars to 350 to 500 dollars monthly. The Wires going to meter are crossed and national grid is refusing to do anything about it. National grid is also refusing to send someone out to check the wires within meter and etc. I tried contacting the leasing office by phone which leasing office will not answer the tenants calls to them and the leasing staff has blocked the tenants from using the online portal to put Maintenace requests in and etc. The wires are crossed either at the meter or going to the meter. National grid is refusing to come out to look at the meters and we cannot get a hold of the leasing office or property manager at ************** to address this issue. Thank you for your time and help.

  Business Response

  Date: 01/17/2025

  Good morning,

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

  Due to the need to access to all units to investigate a mixed meter claim, we require the landlord or property management company to contact National Grid and scheduled this investigation.

  If your property management company is unresponsive or unwilling to work with us to resolve, we suggest that you contact the Board of Health for support.  I do see this was mentioned to you during your call into our contact center on 1/16 where you spoke with a team lead.

  Thank you,

  National Grid

  Customer Answer

  Date: 01/17/2025

  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.]
  National grid was allowed access by leasing office and still refusing. I did call the board of helaht to tell them about the issue with property management and National grid. Maintenace were also caught by other tenants here paying off National grid to not to correctly correct the issues. I am in process of also contacting the mayor's office about this issue. We haven't been in our apartment for 6 weeks and everything was shut off and we still being charged 4 to 6 times the amount monthly for electric. Look at the national grid stats of my bills from 2022 to current and you will see that National grid and Avana Weymouth skyrocketed my bill 4 to 6 times more monthly especially knowing i am disabled and etc. National grid needs to be investigated for not doing their job and being paid off by the ****************** at **************. The national grid bill will be put into Escrow until this matter is resolved. Thankk you for your time and help.
  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: 01/23/2025

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

  I understand your concerns regarding the mixed meter situation, however, we need your property management company to schedule a time to provide us access to all meters in order to perform the mixed meter investigation.  National Grid not only needs access to the meters but also to ALL tenants apartments.  We cannot do any investigation without this access.  

  Please have your property management company contact us to schedule this or if they are unwilling, please continue to work with the Board of Health.

  We have also been in contact with you via direct National Grid avenues and have been emailing you directly with this same information I provided above.

  Thank you,

  National Grid

  Customer Answer

  Date: 01/27/2025

  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.
  

  Avana property management has allowed access to National Grid to investigate this issue several times, and National Grid is still refusing to do the investigating of meter wiring tampering and etc. Also, National grid refuses to send QCAP (Communication actions program) located at ********************************************************************* has release from me to obtain my bill from National grid.  I did reach out to the Board of health, wiring inspector, ************** and ************************** as National grid and Avana are committing wiring, meter fraud and etc. as the usage of my meter is not correct. Maintenace shut electric off in my apartment in apartment and my meter was still running when everything was off in my apartment. ***** leasing staff and ******** said they never denied National grid access to the meters once.  QCAP called national grid about my bill and QCAP also sent national grid the paperwork to pay my bill and National grid is saying they never recieved the paperwork from QCAP which QCAP has proof that National grid recieved the paperwork. National grid and Avana need to be investigated by DPU and higher up for their illegal practices.
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:01/03/2025

  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.

  Dear Siradam,I am writing to my concern regarding my gas bill, which unexpectedly tripled $60.00 in November to $180.49 in December. When I contacted National Grid, the initial representative I spoke with was unhelpful and simply tried to justify the increase. However, when I escalated the issue to a supervisor, (ID#*******, *** discovered an error and agreed deduct approximately $40.00 from the bill.I believe it's still too high. First, I haven't touched my thermostat. Second, last Friday the temperature in ****** was 48 degrees. Third, I believe there was only one day that the temperature reached 30 degrees.I would like a written account detailing how my bill was calculated, including all the mathematical computations used. Additionally, I request that my bill be reduced to a more reasonable amount. After all, we haven't experienced much of a winter, and the last two months have had similar temperatures.

  Business Response

  Date: 01/07/2025

  Mr. *****,

  I looked over your bill and do not find a $40 discrepancy. The bill was calculated correctly. All calculations are on your bill to review. You used 93 ccf's this past month and last year at the same time you used 90. This bill is correct. If you have any other issues you would like to go over, I suggest you call customer ********************** at **************.

  Thank you.

  Nationalgrid

  Customer Answer

  Date: 01/12/2025

  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,

  ******

  What I paid or used last year has nothing to do with this year. The temperature difference is what matters, Nov 2024 the average temperature in ****** ma. was 51 degrees and in Dec 2024 the average temperature in *********. was 41 degrees, how is that a reason to more than triple my bill. I think this person needs to talk to *** (the supervisor) that took $40.00 off my bill. If all the math is on my bill, why did both ladies I spoke with had to go look numbers up before giving me an answer or is that just a delay tactic at National grid?

   

  Business Response

  Date: 01/13/2025

  I have reviewed the account and do not see anything out of line with this bill.   I also do not see any request to credit your account for $40.00.  If you wish to contact customer ********************** and have a technician come out and verify the reading on the meter that can be done.  Contact number is **************.

   

  Thank you

  Customer Answer

  Date: 01/14/2025

  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. that gave me the discount
    
  FAQ
  
  Regards,

  ******

  This is not a response to my response from Sunday Jan 12th which stated that what I paid last year in Nov and Dec of 2023 has nothing to do with this year's bill, the temperature difference is what matters, the average temperature for Nov 2024 in *********. was 51 degrees and the average temperature for Dec 2024 in ****** mass. was 41 degrees, that does not equate to my bill more than tripling. As far as the $40.00 refund maybe this person needs to speak with ***, *** is the supervisor that gave me the discount. As for the math being on my bill, I stated that Both customer ********************** ladies I spoke with had to put me on hold and both had to go check some number that tells me that all the math is not on my bill.

  I would like national grid to stop moving the goal posts and answer specifically to the above.

  Thank you,

  ** *****

  Business Response

  Date: 01/31/2025

  I have sent you a copy of the bill in question so you can see how we calculate your bill.

  Nov 7-Dec 11

  1702 actual read from 1609 actual read=93 ccf's x 1.03357=96 therms

  min charge is $13.60

  delivery peak is .9468999x96=90.90

  distribution *** is ***** x 96=54.86

  total=******

  Gas supple peak ********* x 96=81.29

  total of ****** plus 81.29=240.65

  ********** discount is -60.16

  total is $180.49

  These figures are on very bill.

  Thank you,

  National grid

  Customer Answer

  Date: 02/08/2025

  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,

  ******

  If all the math is on the bill, why does your customer ********************** always have to go look something up every time I call?

   

• Initial Complaint

  Date:12/30/2024

  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 moved out of ****** in July. I called NG in May to let them know I would be moving. I spoke to them 3 times before July 1st to make sure I would not owe them any money to to have my account close by the date I listed. I received an email to me with another custumer information letting me know I had a balance and my power would be shut off on the day I requested. I called them and told them they had the wrong address and the person living there would have their power disconnected wrongly. I once again checked on my balance and they again told me I had no balance due. 3 times I called to check my balance and everytime is was no balance due. At the end of August I get a bill for 1000 dollars. Why would they tell me I had no balance and then spring a balance of 1000 dollars. I think National Grid makes lots of mistakes in billing and now they have stuck me with a very large bill that I truly don't think its mine at all. I have tried calling them several times and they just told me I had to pay. No explanation of why they told me no balance but then get a bill of such magnitude. They have ruined my credit that I have been working to fix for years now. I want them to fix the situation asp.

  Business Response

  Date: 12/30/2024

  I just reviewed your account.   Based on what I can see you owed the company a balance of $999.10 up to April.   Looks like you got set up on the budget plan which rolled that money into a reserve.   The budget is a 12 month budget and if you did not move out most likely would have paid the account up.  Since you moved out within 2 months of starting the budget the bill contains your final bill plus the balance you brought forward.   If you do not understand you can reach out to Nationalgrid Billing at ************** they are open from 7am to 7pm.

   

  Thank you

  National Grid

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

• Initial Complaint

  Date:12/27/2024

  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 noticed a problem with my electric meter in the fall/winter of 2023. I was being charged double the usage without having adding anything in my home. After several phone calls, National Grid agreed to replace the meter and do an audit on it. After several months of following up (every call takes a minimum of 30 minutes on hold first), and being told multiple times that audits take months but if they find a problem, I would be reimbursed; I was finally told they threw away the old meter. I have done the math and reached out more times than I can count. They wont help me or even respond to email anymore. I was corresponding most recently (2 months since response) with **** ****** Sr. ******** ********************** Rep ***************************************** National Grid owes me over 2700 kWh credit plus cost for multiple hours spent chasing them for the credit.I have attached a 4 year usage sheet showing how faulty the meter was.

  Business Response

  Date: 12/30/2024

  Good afternoon Ms. ***************** our conversation and email of 12/27/24, I've reviewed National Grid's Billing and Usage History Reports and currently awaiting the Lab-Meter Test Results from exchanged meter number 23659638.  Once reviewed, I will contact you again to discuss.

  I reveived and reviewed the historical data you provided on 12/30/24 as well.

  Please feel free to contact me with any questions that you may have in the meantime.

  Thank you.

  ******* - National Grid

  Customer Answer

  Date: 12/30/2024

  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 filed the BBB complaint before I was contacted by National Grid.  I would like to know why I was told in November that the meter was retired without testing it; only to be told now that it was suddenly found and will be tested.  It was removed from my house in May.  
  
  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: 01/08/2025

  Good afternoon *****,

  Per our conversation of today, as discussed, the exchanged Meter ******** was not originally tagged for Lab Testing and was not available in the lab at the time of your request.  Upon inquiry on 12/27/24, I was advised by the **************** Supervisor that the meter was checked into the **************** and was eligible for testing.

  The lab meter test results which were completed today, 1/8/25, conclude that meter ******** falls within standards and guidelines.

  Accuracy Test Results, as follows: 

  Foward Load: 99.73 

  Power Factor: 99.60     

  Light Load: 99.78 

  Weighted Average: 99.70   

  Time Run Test Results @100%

  As advised, I am reviewing your account to ensure the meter exchange details have been accurately recorded.

  Please feel free to contact me directly with any questions that you may have.

  Thank you.

  ******* - National Grid 

   

  Customer Answer

  Date: 01/09/2025

  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. 

  The meter was supposed to be tested at my residence.  It was taken away in May, I was told it takes months to test. I was told in November that the meter was retired and no testing was available. It was only after I filed this complaint that the meter was miraculously found and then tested in a completely different set of conditions.  I have 7 years of graphs (provided by the National Grid website) which only show an absurd increase in usage in the months I complained about; which then disappeared after the meter was replaced.  Logic suggests the meter, while connected was faulty.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:12/21/2024

  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.

  Summary of Events On September 24, 2024, at approximately 9:05 AM, I was notified that the power to my apartment had been disconnected while I was at work. Upon returning home after 4:15 PM, I found my electricity had been terminated without prior notice. I had been a resident at this address for no more than 45 days. After contacting National Grid, I was informed that no bill or notice had been sent to the residence since June 2022. National Grid admitted this was part of a widespread issue where accounts were left running during the pandemic and were only now being disconnected. However, they failed to notify me in advance of the disconnection, in violation of state and federal consumer protection laws.Despite my urgent request, National Grid could not restore power until the following day, leaving me without electricity for over 36 hours. As a result, I lost over $1,600 worth of food stored in my refrigerator and freezer.Upon further communication with National Grid, I was informed that my account was linked to an outstanding bill from over 8 years ago. The account was tied to my name but associated with a Social Security number that resembled mine but was not accurate. I have never resided at or been associated with the location tied to this debt. National Grid acknowledged that the debt exceeded the statute of limitations and was legally uncollectible, yet they refused to remove the balance.Dispute Process and Denial National Grid required extensive documentation to dispute the fraudulent charges, including my Social Security card, birth certificate, lease agreement, and affidavits proving my lifelong residence in ********, **, prior to this apartment. Despite submitting all requested documents on October 23, 2024, National Grid denied my dispute after 40 days, citing the absence of a police report for an incident that occurred over eight years agoan unreasonable demand given the circumstances Sincerely, ******* ****** 12/21/2024

  Business Response

  Date: 12/23/2024

  Good Afternoon *******,

  
  Thank you for reaching out regarding your complaint.

  
  Our records indicate that we did not receive any notification requesting to connect service in your name for your current address at ***************************************************** until 09/09/2024, which was after the meter had been shut off. Please note that no notification is required to disconnect service when there is no active customer of record. To avoid disconnection, it is the customers responsibility to apply for ********************** at their residence in a timely manner. If a request to establish service had been made, you would have received monthly bills, and the meter would have remained active. National Grid is not at fault for this disconnection.

  
  Regarding the balance of $216.49 associated with your closed account for ****************************************************************************** we can return this amount to your closed account. Because this balance is beyond the statute of limitations, it cannot be applied to your active bill. However, the balance cannot be fully removed from your name unless a final bill dispute is approved. Unfortunately, your previous dispute was denied due to the absence of the requested supporting documentation. Additionally,our records show that you called to connect service on 09/21/2017 for a start date of 09/25/2017 at *********************************************************************************** During this call,validation information would have been provided per our verification process.If you wish to dispute this for fraud, you will need to submit proof of residency along with a police report.

  
  Currently,the balance for your active account at ********************* is $322.91. Your next meter reading is scheduled for 12/31/2024, and you should receive your December bill shortly thereafter.

  
  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 ******************************** and select the appropriate state of service.

  
  
  Sincerely,
  National Grid

  Customer Answer

  Date: 12/23/2024

  Better Business Bureau Complaint Response Complaint #********
  
  I have reviewed the response submitted by the business and have determined that it does not address or resolve my concerns regarding the issues referenced in my complaint. Below, I outline my rejection of their response in detail:
  
  1. Customer Records and Disconnection of **********************
  The claim that there were no customers on record for the residence is false. After the meter was shut off, I called and was informed that the account for the residence was under another customer's name. While the representative declined to disclose the individual's information, they acknowledged having a name, address, and telephone number on file.
  
  
  
  As previously reported, I moved into the apartment only 30 days before the disconnection. What is your policy regarding the timeframe within which a new tenant must call to update account information? Regardless, services were disconnected without any prior notice, which caused significant financial and personal losses.
  
  2. Billing and Account Discrepancies
  Regarding the account at ***************************************************************** at this address. The Social Security number associated with the account is not mine. When disputing the final bill, I submitted all the proper documentation, including a statement verifying my residence at the time in question, as you requested.
  
  
  
  Your demand for a police report is unprofessional and unreasonable. You are requesting that I report to law enforcement that someone allegedly used information similar to mineinformation I only discovered in late Septemberfor a National Grid account over eight years ago. This situation has no legal basis for collection, as it violates consumer rights and disregards applicable laws regarding the statute of limitations on such debts.
  
  I request a thorough review of your records and a resolution that aligns with consumer protection laws and policies, and strongly demand immeadiate removal of the ******** st. account from my ********************** history.
  
  Regards,
  *******
  
  
  

  Business Response

  Date: 01/06/2025

  Dear *******,

   

  Our records indicate that ****** kWh of electricity consumption between 6/13/2022 and 9/10/2024 was not billed to any customer.During this time, there is no record of anyone applying for service at this address. As a result, the decision to turn off the meter, in the absence of a customer of record, was made in accordance with our policies and standards. Our records have been reviewed and are accurate.
  
  Please note that National Grid reserves the right to disconnect service at any time when there is no active customer of record. We recommend that customers contact us 12 weeks before their move-in date to ensure uninterrupted electric service, regardless of the meter status.
  
  If you require information regarding prior accounts,customer details, or account history, a subpoena request will be necessary.
  
  Additionally, the social security number associated with your closed account at **************************************************************************************** matches the information we have on file for your active account. This indicates that the individual who activated service at that address in 2017 provided us with your personal details. If you believe that your name and social security number were used without your consent, a police report will be required to dispute the charges related to fraud.

  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:12/17/2024

  Type:Product 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.

  We had solar panels installed in December 2023. I forgot to turn my autopay off on my electric budget plan so I continued paying 2 months into 2024. I feel I should have been refunded for my overpayment because I was producing enough solar energy to offset the bill. But instead, they used my overpayment to pay the bill until that was gone and then started using the solar credits. Now I have nearly $500 in solar credits due to over production, but I shouldn't ...because the solar credits should have been used rather than my payments. I am asking for a refund of $850 for the auto payments that were processed and consumed without my awareness. I just called today and they said because those payments were already applied I can't get them back and solar credits can't be paid out. This is my money and I deserve to be refunded. Any other company if you over pay on a budget plan you get refunded.

  Business Response

  Date: 12/23/2024

  Good Morning *********,

   

  As per your request we have reversed 2 payments, each for $425 posted to your account on 1/18/24 and 2/20/24 as a one time courtesy. The payments totaling $850 will be credited back to your original form of payment in 2-3 business days.

  When enrolling in Automated Payments, you agreed to the terms of having your payments automatically processed. These payments were not made without your knowledge, as they are part of the agreement. Please keep this in mind moving forward, as we typically cannot reverse payments or issue refunds for solar credits.

  As of your 11/26/24 bill, your account balance was a credit of $485.50. After refunding the payments totaling $850, your account balance is now $364.50 with an upcoming meter read date of 1/02/25.

  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: 12/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ********* ******

• Initial Complaint

  Date:12/10/2024

  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 had received a bill for $109.22 for the month of Oct. ******* to Nov.25,2024. The previous month was $54.34. How come my bill increased when I have not been using the heat until the month of December. I called customer ********************** on December 10, 2024 around 4:00pm and the secretary is certain that I used the heat because is closed and it's open. I used a thermostat to start or control the thermostat. I am certain that I haven't used my heat until now in December. How come is more money that the previous month. That's not have any logic. I pay for what I used. It is not fair to pay for a service I didn't used. But, what I most concerned, it is that they have the representatives of the customer *********************** arguing with a person who knows what it does or not. I don't call every month or year to report an incident like this. It is outrageous.

  Business Response

  Date: 12/11/2024

  Good morning, I apologize if you felt the customer representative was argumentative with you.   I am looking at your history on this account and this is normal use for this time of year.   Last year 2023 your October bill was $36.30 and November $176.67.   You may have the thermostat to its lowest temperature but if it gets cold enough the heat will come on.   I know we had some warm days during November but most of the time it was 50% or below.  The bill is based on actual use.  I can have someone come out and verify the reading if that would make you feel better.  You can reach out to me by email: ****************************************** or my contact phone # ************

   

  Thank you,

  Dianne 

• Initial Complaint

  Date:11/30/2024

  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.

  The street light at pole 51 on our road, at the top of my driveway, is paid for monthly however it does not work.We have called multiple times to try and have someone come out and fix the light, but nobody has come out in almost a year. My neighbor ******/******* ******* (across the street) are the ones who pay monthly and we both have called. We are senior citizens and really need this light in our dark wooded neighborhood. We are paying for the light, it should work.The call center takes our calls, but nobody ever comes to fix it. We would like to have someone correct this.

  Business Response

  Date: 12/05/2024

  Dear ********,

   

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

  In response to your complaint, we issued a work request on 12/03/24 to investigate your streetlight outage at pole #**. On 12/05/24 this work was marked completed and failed lamp repaired.

  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: 12/06/2024

  [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. 
  

  We greatly appreciate the businesses quick action in resolving and fixing this issue. My neighbors and I noticed the fix immediately and we couldn't be more thankful. 

  Regards,
  
  ******** *********