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

  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:11/01/2024

  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 need to have solar panels removed so Tesla requires the rubber up wraps on the wires.I have been calling National Grid Since Aug.20th . Called again on Sept. 20th,Oct.4th,Oct,18 was told wrap would be on 24th or 25th called 28th cannot give a specific date because of emergencies or other priorities . I have a leak in the roof and need to get it done before weather gets bad ,all insulation has to be changed and mold underneath needs to be cleaned.

  Business Response

  Date: 11/08/2024

  Dear Customer,

   

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

  As a response to your complaint we recently escalated your request to have your overhead lines insulated. Our records indicate that this work was now completed on 11/07/24.

  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:10/30/2024

  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.

  Continuing to receive demand of payment from *** on the behalf of National Grid. Property in question was sold on 11/28/22, National Grid was notified well before of the cancellation of ********************************, and to turn on **************** on 11/28/22. ******************* was sold. All information had been not only emailed/mailed into National Grid also to *** on multiple occasions. They are insisting I owe $560.81. Reference # ********.

  Business Response

  Date: 11/01/2024

  Thank you for contacting National Grid via the BBB.

  I have reviewed your account and verified we are in receipt of your final bill dispute for the above mentioned address.  The final bill dispute is being review and a supervisor will contact you directly to discuss further.

  Thank you,

  National Grid

  Customer Answer

  Date: 11/01/2024

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  Business Response

  Date: 11/12/2024

  ****,

  National Grid has removed the mentioned amount out of collections and back into our billing system.   We then credited your account for that amount to satisfy the payment from you.

  We will contact our collection agency partners to verify this has been addressed on their end.  It is likely a timing issue regarding when their notices are sent.

  With that said, I will follow up with you directly once I receive confirmation from the collection agencys.

  Thank you,

  National Grid

• Initial Complaint

  Date:10/28/2024

  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.

  I am frequently receiving "estimated" bills instead of accurate readings of my meter.These estimates are often inaccurately estimated (higher than actual) and occur multiple times a year. The meter has been inspected, then replaced, and I have reported this countless times to management with no remedy.The meter is functioning, as determined by National Grid, and it would seem (based on these conversations) that the individual reading the meter from the street is frequently choosing not to make the necessary effort to come up the driveway to get a reading.

  Business Response

  Date: 10/29/2024

  Dear *** *****,

   

  We apologize for the unsatisfactory service you have received from National Grid. Our Customer Metering *********************** supervisor has been notified of these occurrences in order to review them with our meter reading team, and establish a clear expectation that the driver needs to drive down the driveway to obtain a reading each month. Your account will be monitored to ensure consistent, actual readings are obtained on a monthly basis (aside from extenuating circumstances such as major storms or inclement weather).

  We have applied a $25 Good will credit to your active electric account due to the inconvenience.
  
  National Grid continually strives to provide exceptional service and attention to its customers.  We will further review the events so we may put measures in place to prevent similar events from occurring in the future. 

   

  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: 10/29/2024

  [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:10/25/2024

  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 am writing to urgently address errors on my credit report caused by the unauthorized sharing of my personal information with credit bureaus, leading to considerable financial and emotional *********** outlined in 15 USC 1681 Section 602, I have the right to privacy regarding my financial data and expect it to be kept confidential.Furthermore, according to 15 USC 1681 Section 604(a)(2), a consumer reporting agency cannot disclose account information without my explicit consent, which I have not given.The inaccuracies related to NATIONAL GRID/MASSACHUSE have negatively impacted my financial situation, and I request immediate correction.Additionally, please be aware of 15 USC 1666(b), which prevents creditors from reporting credit card payments as late under specific ****************** are my account details for your reference: Account Number: ******** I request an immediate review of my account and correction of these inaccuracies in compliance with federal law.Failure to resolve this promptly may result in legal action. I expect your quick response and resolution.Sincerely,******* ****

  Business Response

  Date: 10/28/2024

  Our records indicate that there is an unpaid electric account for ********************** at *************************** ***** from 07/15/22 to 09/05/23 that was placed into dispute 9/10/24.

  We are still awaiting receipt of the customer's Final Bill ******* form along with supporting documents,  in order to investigate.

  The account is on hold from further collections until 11/15/24.

• Initial Complaint

  Date:10/17/2024

  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.

  They call me every single day and I'm sick of it is don't even know how the got my number but it's every day I don't have any account with this company either

  Business Response

  Date: 10/21/2024

  Telephone number ************** is not listed in National Grid's Customer Database so they should not receive calls from National Grid. 

• Initial Complaint

  Date:10/11/2024

  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.

  I purchased my my home almost two years ago. I've been paying National Grid reguarly up until a few months ago. During the Spring I had solar panels installed. While waiting to have inspections done after the panels were installed, I received a $945 bill from National Grid saying the meters were being checked and that's why I didn't recieve a bill during that time. My average bill during those months have been no more than $200 so I'm not sure why and I haven't received a clear explanation. Now I am in debt the bill is getting higher. National Grid has now put a hold on me having my solar pannels until the bill is paid. They keep offering me payment plans, which I am not eligible for. This just doesn't seem right or fair. In the mean time, they are possible getting free electricty off of my panels.

  Business Response

  Date: 10/14/2024

  The ERT on the customer's meter stopped sending signal/readings to our van in December causing the bills to be rendered with estimate reads. As a result the meter was exchange in February and the account billed to the meter reading on the exchange. This created a larger 'catch up' bill (since the previous estimated bills were lower than what the customer actually used). We realized this 'catch up' bill can create a financial burden to the customer therefore have removed the 'catch up' bill charges of $1088.94 leaving a remaining balance of $452.43 which are the charges from July to September.

  We can arrange a payment plan for the remaining balance of $452.43 should the customer want one, they can contact us at *************

   

  Customer Answer

  Date: 10/14/2024

  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. 

  On 10/11/24, I already submitted a payment for $700 towards the balance. I'd like the $700 to go to cover the $452.43 and a $300 credit to got towards future bills.
  
  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,

  A.

   

   

  Business Response

  Date: 10/22/2024

  Please see attached Activity Statement, Billing History,  and Payment/Adjustment History.

  We do not have record of a $700 payment being received. The current balance on the account is $586.36 as of 10/18/24. The next meter reading is 11/20/24

   

   

• Initial Complaint

  Date:10/08/2024

  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.

  If u need anymore info please call me or email me . When i became aware of national grid gas being a bill that i was responsible for, i called them and asked them to back date the account so that all of the debt was on me rather than the previous tenant. After 6 months, i have ***eatedly attempted to make payments to no avail. The debt is racking up and i am unable to pay because they will not allow it and will not give me any further infoexcept to tell me to wait until next billing cycle. It has been 6 billing cycles. I have made almost 10 separate calls over the last few months to national grid and my roommate has tried as well. They tell me they will fix the problem and that i need to wait until the next billing cycle. The problem has not been fixed. The customer ********************** **** tell me that i cannot pay it yet. For 6 months. I have been denied a supervisor. And when i write an email request, my request is immediately closed out by a *** with no remedy. It says "your response to ur question down below" with zero writing. And i got an immediate response to my follow up email saying they have a high volume of requests. However, i was not unhappy about waiting, i was unhappy about having my case closed out improperly and not getting a response. I now owe several thousand dollars and i WANT TO PAY THEM. They will not allow it, they will not take my payment. And ***** is willing to help me or let me speak to a supervisor. There is something wrong with the account and noone is listening or helping. I am using this route after months of being ignored and told to wait without any avail.

  Business Response

  Date: 10/09/2024

  *****,

  I spoke with you yesterday. A *** is going to call you.

  National grid

• Initial Complaint

  Date:10/07/2024

  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 purchased and moved into a new house with existing solar panels on 7/26/24 and began setting up an account online and calling national grid on 8/6/24 to set up an account and transfer the panel system. Ive called at least once a week since then, completed and submitted countless forms, been told service engineers would come to my home for appointments when they never showed, and been told managers would call me back to settle this and get my account setup to never be contacted. My solar panels have been in standby during this time while I rack up backpay bills that I get but cannot pay because my account is not set up. I called again today (10/7/24 - after two months of this) to ask about the most recent bill I got in the email and how I can pay it and was told my account was submitted for processing on 9/25/24 and would take 1-2 months to finalize and at that point I could pay the immense backpay bills piling up. I have a hard time believing that this is the first time National Grid has ever setup an account for someone moving into a home with existing solar panels and this process legitimately takes 3-4 months when all is said and done, not to mention all while charging me a premium before getting my solar credit account set up. Whats maybe even more frustrating is that in the countless times Ive called the company Ive gotten a different explanation each time and told someone will contact me or come to my address to resolve the issue to no avail whatsoever.

  Business Response

  Date: 10/08/2024

  Good morning,

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

  I apologize for any issues you may have had during this account initiation process and assure we will rectify any outstanding concerns.

  In order to discuss your account in more detail, a supervisor will be giving you a call to discuss your concerns directly.

  Thank you,

  National Grid

• Initial Complaint

  Date:10/02/2024

  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.

  This was my last desperate e-mail to find out if my meters can be installed or if some one can tell me WHY?What do I need to do?"Hello ****, *******, and Jaconias 1st meter request # ******** 2nd meter request # ******** One more week and my request is still in designers hands? They didn't have time to look at it? Is there some way I can pay you guys or someone else to do it?The first application was done in June.After 3 months of calling NG and always sending me to other departments and to that other *** *******, the installer who never answers. Finally, someone said it was missing info. My electrician showed you guys that all the info was in the *************** made him make a new application and said the request would be ************* total of 5 months later still nothing!The only thing I believe is missing is some extra cash. If this is the deal, please let me know and I can pay. Please, no hard feelings.. Tell me how much.I already lost all the professionals who should finish the job Plumbers, Hvac, floor guy, sprinkler, fire alarm I paid them and they won't come ******* you guys have any idea how much I will pay for new subs to finish a work that has already started??? So at this point its better to pay you guys to do the job for me. Please tell me how much.If don't have an answer or a scheduled date, I will come in person tomorrow to find out who is responsible for the National Grid Team. Is there management? How does it work? Should I use the media?Please give me a schedule and how much I have to pay you."Thanks **** ******

  Business Response

  Date: 10/04/2024

  Good afternoon,

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

  We have investigated your complaint and discussed the ongoing project with your project manager.

  The project manager has advised the provided steps forward have been discussed at length with both you and your electrician, as recently as 10/3/24.

  A ringless meter socket must be installed at the property and a municipal inspection must be called in by the town wiring inspector after the socket is installed.

  For further information, please communicate directly with your project manager and electrician.

  Thank you,

  National Grid

• Initial Complaint

  Date:09/28/2024

  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.

  On Sept 28, 2024 I received 25 bills from National Grid. They were dated from Aug- Oct 2024 with monthly statements from Dec ******* through Sept. *******. The final bill showed an amount due $1,975.86. I have solar panels and assumed the solar credit was satisfying the cost of energy. I was shocked to see all these retroactive bills. This is not acceptable billing procedures. I am on a fixed income and cannot suddenly pay almost $2,000. I think National Grid should ***** all charges.

  Business Response

  Date: 09/30/2024

  Yes, we recognize that there was a billing issue that preventing the bill statements from mailing out. Due to this error, we have applied a credit adjustment in the amount of $1975.86 to the account leaving a current account balance of -$140.61 This will be reflected on the customer's October statement.