Reviews

This profile includes reviews 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

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  National Grid

  55 Bearfoot Rd Northborough, MA 01532

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  National Grid

  939 Southbridge Street Worcester, MA 01610

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  National Grid USA

  PO Box 1040 Northborough, MA 01532-4040

Review Details

• Review fromBriah C

  Date: 04/16/2024

  1 star
  National Grid was closed in Massachusetts on Patriot's Day, which is a federal holiday; so why was a private business closed? It was not mentioned anywhere on their website or in their list of observed holidays. This is not good business practice. I called to do a stop/start service transfer for electric and gas and was unable to contact anyone at all yesterday.

• Review fromRonald K

  Date: 04/09/2024

  1 star
  One Star is one too many. Several years ago a falling limb took down ************** Nat. grid responded timely, re-strung the lines, and upgraded the power run inside conduit on the side of the house. Years prior to that a crew clearing limbs away from power lines went down our street. They volunteered to take down a dying maple in my front yard, which I then cut up for firewood. Never have seen any charges for the work they did. Last week April 10 a limb took down power and cable lines again. ***** was out, but power still on, albeit lying on the ground for two days. In response to my first call they sent two guys to clear brush from the power line. When nobody showed up to reattach the power or cable, their response to my call was that their record showed we had power so no need to send a crew. When I insisted the lines were on the ground they sent a crew to cut the power - at 3:00 PM on a Friday afternoon! Fortunately I found an electrician and he managed to get power back on by 8:00 PM that night. I suspect new management at National grid may be responsible for this major policy change in customer **********************.

• Review fromAdam L

  Date: 04/09/2024

  1 star
  I have had the worst customer ********************** experience that Ive ever had in my life. A year and a half ago I called customer ********************** to close out the service at my old apartment and started new service at my new apartment in one phone call with the same customer ********************** rep. A month later I get a 466$ bill for my old apartment even though they confirmed that cancelled the service when I started a new account for my new address. They told my to file a final dispute which I did and they told me I should have an answer within two weeks. Then months later I get a letter saying that they were sending my old account to collections so I called them right away as I was still waiting for an answer on my final dispute and they told me they would not send my old account to collections. They did send it to collections even though I was told that they would not and I would have an answer on my final dispute within a week and they would mail me paperwork ( I have been told numerous times by multiple customer ********************** reps that I would get documentation and they have made it an absolute to not send me anything or call me back). Then I called again and asked for a supervisor and was assured the mistake was on their end and it was confirmed and they would correct the mistake and I asked if I would receive a credit on my new account or if they would take care of it directly with the collection agency and I was again assured that they would take care of it with the collection agency which they did not do, I called again recently because the collection agency was trying to settle with me and national grid never took care of it and on top of that they took my last payment on my current account and applied it to my old account they sent to collections! I dont know how they could do that if they sent my old account to collections and during my last call ******* told me that there was no notes saying the fault was theirs and they flat out confirmed that I have been getting lied to! 0 stars!

• Review fromJohn S

  Date: 02/06/2024

  1 star
  I would give National Grid US less than one star if I could. They are the worst utility company I've ever had the misfortune of dealing with. Their website is horrible, trying to call and get a rep on the phone takes HOURS AND HOURS of holding time, and if you do get someone they are generally unhelpful and unkind. Contrary to what you see on this site about their reps having helpful information, and how they want you to call for assistance - that just isn't my experience. If that were the case I think they would do something to resolve the hours of waiting you have to deal with for any given call on any given day. I've been having an issue paying my latest bill, and for over a week have had no luck getting through on the phone or online to make my payment. No help over the feedback email, not over the phone, not online... Now I'm concerned about accruing late fees or worse because of some mix up on THEIR END. I wish I had more recourse, I wish I had another electric utility option. If I had one, I would DROP NATIONAL GRID US immediately. Their customer ********************** can be summarized as "...tough isn't it?" ***************** horrible service; I wish I could drop them this very second.This is why we shouldn't allow utility monopolies.

• Review fromDylan F

  Date: 01/10/2024

  1 star
  I moved into a brand new built home and somehow NG placed my account to the wrong condo unit (a unit that was unoccupied) which I didn't discover until I received my first bill. I spoke with a representative who was able to switch my account to the correct one and I paid the months that were owed on the correct account, and they were able to stop service on the incorrect account. I was told I needed to fill out a form with a statement explaining the situation and send it via mail to them. I mailed the form on August 19, 2023. I did not hear anything about any more issues with the incorrect account (not even a call or an email) until the end of December 2023, when I received a letter from a collections agency informing me to pay the money owed for the unit I never lived in (it was addressed to the unit I do not live in, however **** placed it in my mailbox). I called the collection agency and they told me I need to send them the letter I sent National Grid. I can't, as I had to send it in the mail. I contacted National Grid customer **********************, who basically claim that they didn't receive anything. You would think that they would try to reach out to someone before sending a bill to collections, and notice that the individual never lived in or owned the unit they are claiming the bill for. Now I'm told to wait longer for National Grid to look into the matter- a matter that's been ongoing since AUGUST. The fact that nothing can be submitted electronically shows you that they don't want any proof in order to be unable to get out of anything- even if it's 100% not the customer's fault. Many other individuals have had bad experiences with National Grid as well. Thankfully, as energy isn't regulated in MA, I will be going to another provider.

• Review fromPatricia S

  Date: 11/20/2023

  1 star
  The online automatic payments setup is incredibly deceptive. I signed up for automatic payments, and still got representatives knocking on my door about to turn my electricity off because they hadn't received payment, weeks later. Now months later, I STILL don't have money being withdrawn from my account for a bill, even though my account says I am enrolled in auto payments.I made a call to National Grid and the automatic recording says to set up an auto payment, go to your account online. Then, when it recognized my account, it said that I did NOT have autopayments set up. Again, I went through this process online months ago, and my account online does in fact say I have autopayments.I made it to speaking with a representative, and the very first thing she told me, after I told her that my autopay I had set up online wasn't working, was that I needed to set up autopay online. When I spoke with a representative last week, he said to call back to have autopay setup because it did not work online, so I know this is a known issue.I told her again, that while my account said I had autopay, it was not actually automatically paying my bills. I check my bank account almost daily, and it wasn't even processing and then bumped. The online setup of autopay does not work, despite everything the website says.I don't know who is in charge of the backend, but they really need to get some good coders on it because every other utility has reliable autopay. I had Eversource where I lived last, and their autopayments never had issues. This is a deceptive glitch in the system and should be remedied immediately.

• Review fromMaritza R

  Date: 11/09/2023

  1 star
  Im asking for some information in my account still on the phone hes ignoring my questions!! He said hes name ***** 0qi738 thats hes employed id number after i ask him the name now hes giving me the information that i ask before!!he dined to put me too speak to a supervisor

• Review fromElizabeth L

  Date: 11/03/2023

  1 star
  A Troublesome Journey: Meter ******* and Inept Appointment Scheduling Discovering a mixed meter in my apartment building led to inflated charges. Unfortunately, resolving the issue became an ordeal. The first appointment required 2 technicians, not one. The second demanded access to all units, undisclosed earlier. The third, confirmed, was forgotten by the call center. The fourth, scheduled for ****, arrived at 4:10 pm after I was told they were en route at 2:10. The disconnect between the call center and technicians is unacceptable. This saga of errors reflects organizational inefficiency, a disregard for customer satisfaction, and internal communication breakdowns. Utility companies must prioritize rectifying operational deficiencies to restore customer trust and ensure reliable **********************. Issue remains and apparently it's my responsibility to fix.

• Review fromHope C

  Date: 10/17/2023

  1 star
  The HARDEST company to get ahold of. It should be illegal to make it next to impossible to reach someone at such a large company. I KNOW they made BILLIONS in profits during the pandemic so why can't they pay someone to answer phones??? Ridiculous.

• Review fromKadeem G

  Date: 10/03/2023

  1 star
  This Is The *************************** It Has,I Was Given An Appointment For Monday *********** On In My New Apartment,Nobody Called And Nobody Showed Up,Tuesday I Contacted Them And They Said It A Was Mistake On Their End And They Will Call Me To Come That Day But Instead No Call And Still No Gas,I called Again And the Supervisor said the next appointment is A Week Later,I Missed 2 Days Of Work Waiting On Them,Still Unable Yo Move Into My New Apartment *************** Turnt On,They Seem Not To Have A Care In The World About My Living Situation Problem Now Because Of Their Error,This Is Just Great Service From The Long Island Branch.