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 29, 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

Customer Complaints Summary

228 total complaints in the last 3 years.
83 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:09/27/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi,I have contacted this company on ******** and asked to be removed from their email list, as I am not their customer. They have emailed numerous times over the last year, at least. The email address is mine, and I live in Georgia, and do not know the customer they keep sending bills to. I was told the customer would have to change it, but I do NOT know them, nor have I ever even visited ******** or any other state they service. Please have them remove my email from their database immediately, and stop sending someone else's bills and information to my email address.Thank you,*******************
Customer Answer
Date: 01/30/2023
I have not heard from the business in response to my complaint.
Initial Complaint
Date:09/24/2024
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 have been trying to get my bill fixed for years - I have called and complained multiple times that there has been something wrong with my invoices but was told everything was fine. This has been going on for 7 years - They would "test" the meter and say it was ok - i finally pushed to have the meter manually tested and potentially swapped out. The tech tested it and said it wasn't working correctly, and applied a new meter and told me to call national grid and have them review my invoices because they were not accurate - my next invoice was $196 cheaper after the new meter was installed for a longer measurement period- they said they were going to put my past due amount on suspension while they investigated the situation. I called multiple times looking for updates but they said it was still "on backorder".I called today and spoke with "Beautiful ****" as she calls herself - she said there is no case open, and that my past due amount was removed off suspension - she put it back on suspension and escalated to her supervisor for a call back.
Business Response
Date: 09/26/2024
Dear *** ******,

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

Our records indicated that you spoke with a senior member of our team yesterday, 9/25 and that your complaint has been escalated. Our meter shop has prioritized testing of the meter that was removed from your address on 7/08/24 and intends to test the meter for accuracy as soon as possible. Upon completion of the meter test we will notify you with the results.

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:09/24/2024
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 bought a house in **********, ** in June of 2024. Since I bought the home National Grid has billed me over 7 times for this address. I have a credit on the account due to overpayment. They are still sending me bills, I just got one today. I phoned them and they insisted theres no problem. The account number is ***********. I wont overpay, but the issue is they dont care and electricity is important for everyone. If I was older or disabled I may not have caught the error. The real issue is they dont care.
Business Response
Date: 09/26/2024
Dear *** *******,

Our records indicate that since you began service at ************************************************************** on June 14, 2024 we have billed you 3 times for the amounts as follows:
- 1st bill dated 7/05 service period 6/14 - 7/05 for 436 kwh in the amount of $160.45
- 2nd bill dated 8/06 service period 7/05 - 8/06 for 787 kwh in the amount of $285.34
- 3rd bill dated 9/04 service period 8/06 - 9/04 for 545 kwh in the amount of $190.19
We have received 3 payments for your account- $445.79 dated 9/03, $160.45 dated 9/09 and $190.19 dated 9/23. This leaves you with a credit balance of $160.45. If you would like this credit refunded to you please call us at ************** to request a refund check. Otherwise, the credit on your account will be applied to future bills.

Your next meter reading date is scheduled for 10/04/24 and you can expect to receive your next bill shortly following that date. Subsequent bills will be issued each month around the 4th of the month.

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: 09/30/2024
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.
[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:09/20/2024
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.
This complaint is regarding the customer connections group of **********************, which is handling my new service request (reconnection, based on a temp service setup during home renovation / construction). I will start this request by saying I have called their number ***************) many times to address this issue, and they were never willing to connect me with a supervisor. Suddenly today, when I told them I need their formal address for a BBB complaint, **** **** who answered the phone) put me on hold then told me a supervisor would call me back, which of course has not happened. The details of the issue are as following. Work request ******** was opened in May 2024, for new service installation. It was awaiting some construction work to be completed to be fulfilled, and the Tewksbury electrical inspector called in the clearance for this work order to be completed on or about 8/29/24. Then, 5 days after (9/3) the inspector called it in for approval, I received an email stating now suddenly a transformer needed to be replaced, and it was a more complex job. Please note the total amperage of the service to my house is unchanged from the construction, but it took them 3 months after my filing of the work order to make this determination. Since then, this business has yet to give me even any outlook of when the power to my home will be reconnected, despite my reaching out to them almost daily. I get middle-person type responses such as "I am asking scheduling" or "scheduling is trying to get it scheduled." When I ask to speak to scheduling, they are not able to connect me. It is now over 3 weeks from the inspector releasing this work order and I am still not able to live in my home, despite this work order being open for a quarter of a year. I am paying $500 per week to live in a 3br home with my fiancee and our 6 kids during this time, which is extremely hard. My power should be turned on, and reimbursed for my expenses during this time and the ** fee.
Business Response
Date: 09/25/2024
Our records indicate that the meter was installed and energized. The job owner has been in in contact with the customer to discuss their concerns and who has arranged for a field supervisor to visit the premise today to confirm that the connections were completed properly.
Business Response
Date: 10/07/2024

There was a ********************************************************************************* not, however job still completed prior to the expected day of 10/28. We have however refunded the Temporary Service Fee of $240 on WR ******** as means of resolving the customer's concern about expenses incurred.
Initial Complaint
Date:09/07/2024
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.
I havent received a bill from national grid since 12/2023. We have called and they say they will fix but havent. when i sign in online it says my payments are past due and the last bill was as of 12/2023. no account invoice or bill history available since. we just keep paying so they dont shut off electricity but have no idea how much we might be over paying or behind. Not having a clear invoice of charges each month available to a consumer should be illegal. I dont even know if were paying on time or charged any fees.
Business Response
Date: 09/17/2024
9/17/24
Re: Complaint 22255090
Address:*************************************
Account number: ***********

Dear *** ********,

We recognize that your recent issue with not receiving bills at the above address was a major inconvenience to you. The inconvenience you have encountered with National Grid was out of the ordinary and we offer our apologies. You will be receiving bills for your service address shortly, detailing monthly charges for each service period billed from November 15, 2023 to current. Your account is currently paid in full with a $0 balance. In 1-2 business days you will also receive a new bill for current service period of 8/19 - 9/16.

National Grid continually strives to provide exceptional service and attention to its customers. We will further reviewing 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
Initial Complaint
Date:09/01/2024
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.
National Grid stopped billing me when I had solar hooked up. Then last week billed me for ********. Many of the months were over ***** dollars. I've never gone over ***** prior to paying solar. My monthly amount can hover around 500. I use gas for dryer, cooking and hot water.I do not understand this dramatic increase to over ***** a month.When I called, they told me I owe 700 plus the three hundred I owe solar for this month.Why did they stop billing me? How can a household be over a thousand a month?
Customer Answer
Date: 09/12/2024
I have not heard from the business in response to my complaint. These meters have shown consistency in charging 3 times the electricity bill. These defective meters have caused problems overseas. Made by Itron. They are defective. I'm asking for a replacement and proper adjustments to overcharging. I can send you the documents, but not on this computer. Please give me an address.
Business Response
Date: 09/17/2024
***************** billing issue has been resolved.
Due to a system issue, the bills for his electric account were not generating. The issue has since been corrected and bill sent 9/12/24. This bill included an abatement of charges , which is reflected on the statement as a credit adjustment of -$1100.08 for the dates in which he did not receive a timely bill. See attached
Since his solar installation, his bills have bee less than historical. See attached
Customer Answer
Date: 09/17/2024
[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:08/26/2024
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.
In the last 18 months we have had trouble receiving bills from National Grid. I made a call and was informed my bill was up to date and nothing was owed. another month went by with no bill, and I called again and again they said we were up to date. December, we received 6 bills totaling $559.69 and we were put on a payment plan for 12 months in the amount of$46.64. we asked for paper bills instead of electronic payments so we could keep a better record of the account. I paid a bill in February for$219.17 which included the $46.64. I paid a bill in April for$106.27 which included the $46.64 and have not received a bill since. I made a payment of $110.00 on 6/7/2024 .7/22/2024 and 8/8/2024 and still no bills electronically or paper. Would you please help me solve this problem?
Customer Answer
Date: 09/06/2024
I have not heard from the business in response to my complaint.
Business Response
Date: 09/17/2024
Our records indicate that this customer had dis-enrolled from paperless billing in May. We do not have record of the customer contacting us after that to inform us that he was not receiving bill statements via mail. Attached is the most recent paper bill statement which was mailed to *************************************************
Customer Answer
Date: 09/17/2024
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,
Joan
I made 3 payments for the months of June, July and Aug each for $110 and I don't see where it is reflected in this bill. I would like to see the bills that I did not receive and see that it equals for what I am being charged. Thank You
Business Response
Date: 09/19/2024
Please see attached billing and payment history
Initial Complaint
Date:08/26/2024
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.
On 7/2/2024 my son paid the *** bill $ ****** from *********. I didn't realize that & paid the amount $****** from my bank account. That meaned we had over-paid $******. However there 's other charges/adjustments $ ****** besides the original *** service charge $37.81. That's means $****** missing from my account balance. I called the customer **********************; they said that the bank didn't go thru it. but there's a transaction on 7/19/2024 when i checked on the bank statement. there's exactly transaction $****** on 7/19/2024 went thru the transaction & no further $****** credit back to my bank account ********* seemed somebody stole the money from this transaction. please forward an investigation in my case. & don't forget to credit $****** back to my *** bill account. you still owned me $******.On August *** bill statement my bank still overpaid again. but it showed the transaction correctly. no other charges/Adjustment But $****** still missing ????? 1) Could you explain me why ?? 2) Basically Other charges/ adjustment should show the date & reason for charge & where the charge from & where the money goes. 3) What's the charges reference number or adjustment transaction number?4) Please show them details in my *** bill That's the basic accounting rule !It seemed somebody stole money from my *** bill account transaction!!!
Business Response
Date: 09/17/2024
Ms. ****,
On July 9th 2024 a bank returned $246.22, This may have been your son's payment. We didn't give you credit because the payment never went thru. I suggest you check with your son.
Nationalgrid
Initial Complaint
Date:08/19/2024
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.
Case No ******** It is unacceptable for National Grid to show up unannounced and not even offer so much as an apology for the time I have missed from work.I will be contacting my state representatives about your incompetence. If National Grid wants to resolve this it will cost them money in the form of a credit to my account in the amount of $2000 (two thousand dollars) I will still be contacting my representatives.Y'all have the day you deserve.
Business Response
Date: 08/28/2024
We do not have record if Mr ****** calling National Grid to inquire or express concerns about the recent meter exchange. We will look into the matter and reach out to her.
Thank you
Customer Answer
Date: 08/29/2024
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.
It is unacceptable that National Grid does not have a record of this complaint in its system. I was contacted 8/28/24 by Ms ******* to "discuss the meter exchange."
I provided a case number from an email sent by National Grid to make your lives easier on this complaint. It is not acceptable that National Grid has no record of this complaint. I have it in writing.
This case number was repeated today via voicemail to Ms ******** She was told that if she needed more information or a copy of the complaint email to call me. The email with the complaint number has been attached.
Be advised, I do not work an office job and responses to calls or emails will be at my convenience.

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: 09/19/2024
On 9/3/24 National Grid agent spoke to **** about the recent meter change which was a requirement for her recent solar installation. **** confirmed that she did in fact receive email notification from our **************************** on 8/14/23 advising her that National Grid would be replacing the meter within the next 10 days in order to complete her request for interconnection. As goodwill gesture, the customer was provided offered a $25 Goodwill credit adjustment on her electric account for which she was agreeable.
Initial Complaint
Date:08/10/2024
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'm not sure of date when I first contacted National grid saying I owe them ***** for electric when it was paid in full at the beginning of August on August 2, 2024, and they keep responding saying contact name that was used when i submitted the question was *********************************. ********************************* does not know how to use a computer without someone helping her. I personally put my address and phone number down as i am the account holder for this national grid account. ********************** is refusing to tell me why they are still saying I owe ***** for my electric bill which was paid in full plus some so I should have a credit of 4 Dollars and change on my account. I have a feeling National grid is attempting to charge for 2 months of electric in one month as they are refusing to answer my question. ********************************* has nothing to do with my National grid account. I want to know why National grid is still saying I owe them ***** when it was paid in full plus some. Thank you for your time and help.
Business Response
Date: 08/12/2024
Dear Mr. **********,

We apologize for the inconvenience you may have encountered. National Grid continually strives to provide exceptional service and attention to its customers.
It appears that your recent online chat inquiries to our team were received under the name of "******". We will further reviewing the events so we may put measures in place to prevent similar events from occurring in the future, and to investigate whether this was an error on our end.
I can confirm that the following payments of $85 on 8/06/24, $2 on 8/07/24 and $5 on 8/08/24 have now been posted to your account. This leaves you with a credit balance of $4.40. Additionally, your most recent bill in the amount of $88.43 was for a 1 month, 29 day service period dated June 10th to July 9th.
If you have any questions or need additional information, please call Customer ********************** at ************** available Monday-Friday, 7:00am-7:00pm or, for your convenience,visit us at www.nationalgridus.com.

Sincerely,
National Grid
Customer Answer
Date: 08/12/2024
[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:
National grid wants me to call customer ********************** department. National grid was sent a letter in beginning of June ******************************************************* text because I suffer from a paralyzed vocal cord and my voice is very low, and no one can hear or understand me on the phone. Thank you
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,

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

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National Grid USA is NOT a BBB Accredited Business.