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.

close

Find a Location

National Grid USA has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  National Grid USA

  1 Metrotech Ctr Brooklyn, NY 11201-3948

• 

  KeySpan Energy Corp (Perth Amboy)

  1050 State St Ste 6 Perth Amboy, NJ 08861-2050

• 

  Key Span Energy Corp (Queens Village)

  22240 96th Ave Queens Vlg, NY 11429-1338

• 

  KeySpan Energy Corp (Bklyn)

  101 Forrest St # 10 Brooklyn, NY 11206

• 

  KeySpan Energy Corp (College Point)

  1401 111th St College Point, NY 11356

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:05/28/2025

  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.

  They shut of the gas because of a leak, and it was fixed already and they gave a date to turn it on in 5 days, I would want that they should turn it on by tomorrow

  Business Response

  Date: 06/04/2025

  Dear Customer,

  On behalf of ************ we apologize for any inconvience during this restoral proccess . Please be aware that Natioonal Grd not only restores gas , they also handles all oother service orders and although **** customers want a specific date or time we may not have the avalability. After reviewing you account the records show you gas was turned off due to a safety concern on 5/27/25. The owner was advised what was needed to have the gas restored. The gas was restored on 6/1/25 which was the earliest day available.

  Regards,

  National Grid Executive Response Team

   

• Initial Complaint

  Date:05/28/2025

  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.

  I am writing to express my frustration with national grid and my account billing I been calling and emailing and having the meter check, been calling for a rate investigation since last year about November 2024, national grid has been billing me the wrong rate my bill is ******** which is astronomical high just for cooking gas which I barely use and was paying about 40 each month then it began to jump to outrageous numbers. National grid been out to my address about 4 times once to read the meter because they were giving me estimated bills then they said they need to change the meter system free of charge then to read it again I have sent it photos of the meter system to the meter reading department then they came out again to realize the meter was never turned on to be able to give accurate readings and I should see a change in the billing with in 3 cycles tuhh but still nothing or no help. I would appreciate if someone contact me to solve the issue and a better solution please

  Business Response

  Date: 06/04/2025

  Dear Customer,

       On behalf of National Grid we apologize for the delay with prcessng youur current meter information so you can receive an updated bill. When reviewing your account we see you spoke to a *** and were informed the billiing pprocess is being worked on and will soon be completed. This completed process usually takes 2-3 billing cycles from the time of the meter being maintained on 4/18/95. Once the process is completed you will receive a new billing statement but until then we can assure you no disconnection will occur.

  Regards,

  Executive Response Team.

   

   

• Initial Complaint

  Date:05/13/2025

  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.

  I scheduled an appointment to start National **************** at my new apartment on May 13th 12pm-6pm. I took a day off work and waited all day. No one came, called 1st time around 5:30pm to check where the National ***************** are, they said they are on their way. Called 2nd time around 6:10pm, the customer service person said received no response from dispatch and suggested me to wait until 7pm. Called 3rd time around 7pm, they said I have to wait until later the night. But my building super is off work at 7pm and I won't be able to get access to the meter. So they offered to reschedule to May 17th, which is ridiculous because I have to bear the consequence of living without any gas service (not be able to cook+ spending extra money on food+ not be able to get my move-in deposit back). And it is their problem that they can't make it. I also lost a work day because of this. This is not acceptable. I need them to start my service ****.

  Business Response

  Date: 05/19/2025

  Derar Consumer

      On behalf of National Grid we apologize for any inconvienence this issue may have caused due to the wrong information imputed by our CSR and we see you gas turn on was completerd on 5/17/25/  We are adding a $30 Goodwill credit to the account because of the wait.

   

  Regards,

  Executive Response Team

• Initial Complaint

  Date:05/13/2025

  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.

  I contacted National Grid over a month and a half ago and they never sent an employee for a repair. A few years back the company repaired a gas line for the entire block. They repaired the street and sidewalk but not the opening on the side of my house which was patched with ashphalt. An employee stated another truck would finish the remaining cement work but no one came back. Now water is seeping through the opening made by national grid and into the foundation. My neighbors basement ceiling has a large portion that soaked and collapsed. After inspection it is clear the source is the unrepaired openning made by national grid and the ashphalt has deteriorated. Therefore the company must repair it properly with cement. An average handyman can not repair this risking hitting the gas or electric line. In addition my circuit breaker is on that side of the house. Please assist in resolving this ongoing issue. Thank you!

  Business Response

  Date: 06/04/2025

  Dear Customer ,

       On behalf of National Grid we apologize for any inconviences and we reviewed your account from 2023 to current and saw this issue was just brought to our attention on 3/31/25. You are stating this work was done a couple of years ago which if we were informed earlier we feel  this matter would have been resolved. We will start the process of looking into the dates and contractors who were assigned this job ,and if you have any pictures taken after the work was done it will much appreciated if you send them to our email address *********************************************************************************

  Regards,

  National Grid Executive Response Team

   

   

• Initial Complaint

  Date:04/22/2025

  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.

  April 9, 2025, I requested start if new service upon moving into my home in Long Island **. I was promised a home visit THREE times to turn on the gas service. It is now 4/22/25 and today once again there was a no show from National Grid. I have two small children and no hot water/heat/cooking gas. I just need the delivery of my gas to be turned on. Ridiculous.

  Business Response

  Date: 04/24/2025

  On 4/24/2025 we received a BBB complaint from *** ****** ****** concerning obtaining an earlier appointment for the connection of her gas service. As per her complaint, she has tried three times to get an appointment and she is claiming that no one showed up. Currently there is an appointment scheduled for 5/14/2025. I was able to obtain an earlier appointment for 4/25/2025 between 7am-1pm. I called *** ****** to advise, and it went to voicemail. I left a voicemail advising of the appointment time and date.  

• Initial Complaint

  Date:04/09/2025

  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.

  On 3/31 I called National Grid to have the account put in my name and was told the power would be on that day. I called on 4/1 when the power wasnt on and was told a tech was sent, and the power was still running to meter and the breaker needed to be turned off. If the tech had called 30mins prior to arriving as I was told would happen, someone would have met them to help with the breaker. I called again on 4/2 and was told the same thing. I called again on 4/3 and told theyd be sending another tech on 4/4 because they could not do same day work orders, the tech would call 30 mins prior. Again I was not called when the tech came out, or that they were successful in changing the meter part. Im looking to be reimbursed or credited for 3 days of rent of that I was paying and was not able to move in because of a lack of heat and lighting. My rent is $3,500 a month. 30days of April divided by $3,500 is $116.66 a day. 3 days of rent is $350. I tried to resolve this on 4/8 with National Grid. The first ****** I spoke to said I somehow had 2 accounts set up and they didnt know which one was correct. It took 3 more representatives, and over 2 hours on hold and speaking to these representatives before someone was able to resolve the two accounts issue. The last representative was able to give me $100 credit, and had a supervisor reach out to me to resolve the rest of the money. The supervisor called and told me I had to fill out a claim form. I did that and was sent an email back saying the claim form was only to reimburse damages and not other problems. Since National Grid did give me a $100 credit, I would like another $250 for the 3 days of rent.

  Business Response

  Date: 04/25/2025

  Good morning,

  This matter was resolved through a complaint with the ******************************************** on 4/8.

   

  Thank you,

  National Grid

  Customer Answer

  Date: 04/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  National Grid is stating the issue was resolved with ***********************, but it needs to be resolved with me. I am owed money for the time I was paying rent, and unable to live in my apartment because of issues National Grid could not resolve on their end.

  They could have reached out to me, the policy owner, if they had run into any issues or needed assistance, however they did not communicate with me at any instance. This would have been easily resolved the first day, had National Grid called me, as they said would, and I could have worked with them to get the power turned on. I was not called for assistance, nor was I called to be told they could not turn the power on. I had to call them each time to find out what was happening. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** *******
  
  
  
  
   
  

• Initial Complaint

  Date:04/01/2025

  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.

  My husband passed away in November. We own a rental in Upstate ********. So I called as the Co-Owner. They put all the Apartments in my name which was an error especially since one of my tenants was on HEAP. Then after that they made me pay a deposit on a building I already owned for 13 years. Then they closed out the account and put my name on the account. I paid online but they kept sending a ****. Online it said I had -$337.23 credit but the **** said I was overdue $266.93. I sat on the phone for hours trying to get this resolve. They wanted my bank statements, which is none of their business. They act like they can't fox the ****ing error unless I provide them proof of payment when they owe me money!! ????3??

  Customer Answer

  Date: 04/26/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding National Grid USA has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/29/2025

  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.

  I called National grid last year for electricity and they informed me I had an outstanding bill of over $800 for an apartment in ***********, ** that I never ever lived in, nor know who could possibly be living there. National grid informed me to make a police report about the incident and they would get it taken care of, I made the police report and they kept fighting me for a year about dropping the fraudulent charges, they asked me to get a paper notarized saying I was homeless around the time of the incident so I went to the bank and got them that as well and I emailed it to them, then they asked me for a paper stating I was incarcerated at the time of the billing period and I told him that's impossible because im not sure if I was incarcerated at that time but If I wasn't I know I was homeless and near lived in *********** and that's why I brought you a notarized statement that you asked for stating that, then they told me they won't dismiss the case unless I can prove I was incarcerated at the time of the paying period, after I gave them what they asked for.

  Business Response

  Date: 04/25/2025

  Good morning,

  This complaint was submitted to the NY jurisdiction at National Grid.  Please resubmit this concern to the appropriate business area for review.

  Thank you,

  National Grid

• Initial Complaint

  Date:03/21/2025

  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.

  I contacted national grid 2/18/2025 regarding an overcharging issue in my building, half of the residents charged as heating rate and half is non heating rate. This year weather is severe and the bill was crazy high, and we found this rate charge issue so i reported for me and other of the tenants in the building. I was notified that inspector will call me soon, after a month I called again to follow up on 3/12 to ask why there is still no inspector contact me and when will the inspector contact me. National grid answer changes from 30 days to 60 to 90 days of wait time for me to receive a inspector call for schedule appointment, and I ask for inspector department contact or person who I can address this issue. I am like a ball being kicked around, the supervisor who taking care of the appointment scheduling was very unprofessional of telling me that there is nothing I can do but wait. I ask about the high bill and overcharge and what can I do instead of keep paying these outrageous bills, the supervisor said there is nothing we can do but you can go the district office to address your issue. So I ask for whom should I address my issue to and to get this process going forward instead of me paying crazy bills and waiting, he said sorry madam, I don't know who you should contact for this issue. And this person is the supervisor of the appointment scheduling department, national grid is a monopoly of the NY metro area and if there is any competitor, they would not be such busy and ignorant of people's issue. I totally understand people have busy schedule, but 45 days of getting a call to schedule an appointment is not a excessive request. I still have to wait more and more after the appointment as national grid told me, there needs to be at least couple billing cycles to report and settle then there will be another couple billing cycles to correct the issue. It sounds like I never gonna get my overcharged money back. This monopoly game national grid play should stop!

  Customer Answer

  Date: 04/15/2025

  Refuse to refund overcharged bills 

  Business Response

  Date: 04/28/2025

  Dear Customer,

  Thank you for contacting ********************** Grid with this matter and on behalf of National Grid we apologize for the delay with handling this issue. We see that this issue was also brought to our attention through the *** on 3/24/25 case # ****** and was handled by a Executive Response Representative, An appointment to check your rate was scheduled for 4/2 and was completed and the account show' an adjustment made on the account for $495.19 on 4/4/2025 base on the SC1B -Heating rate. Going forward the rate is shown on the 2nd page of your bill. If you have any other questions or concerns please contact our *********************** Mon-Fri *******. ************

  Regrards

  Executive Response Team.

  Business Response

  Date: 05/22/2025

  Dear customer

       Our response in the BBB is a final response based on the information gathered in your PSC complaint and the their response to the handling of your issue. As stated in your PSC complaint the resolution you are looking for has been denied.

  Regards,

  Executive Response Team

  Customer Answer

  Date: 05/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  Further investigation is requested, and no evidence provided the company has responded ally concerns. 
  Repetitive denial instead of handling my issues would not result me to close the case. 
  And PCS letter doesnt specify its final, and I am requesting for investigation details instead of just someone who claimed case been reviewed. 
  No evidence anywhere shown my concern of courtesy adjustment issue has resolved. Ridiculous overcharged on a supposedly should be credited billing statements is unacceptable. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ** ****
  
  
  
  
   
  

• Initial Complaint

  Date:03/20/2025

  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.

  I am writing to formally file a complaint regarding the ongoing disruption of gas service at my address, **************************************************************, associated with account number **********.A few months ago, ********************** Grid turned off the gas at my property due to an error on your part from the street. A couple of weeks ago, a technician was sent to inspect the situation, and it was confirmed that an excavation team would be dispatched shortly to reinstall the gas valve and restore service to my property. However, despite this confirmation, I have been left without gas for several months now, with no updates or action taken to resolve the issue.This extended disruption is causing significant inconvenience and hardship for my household. I am requesting immediate action to restore gas service to my property. If there are any further delays or issues, I expect clear communication and a detailed explanation as to why the necessary repairs have not been completed as promised.I kindly request your urgent attention to this matter and expect a prompt resolution. Should this issue not be resolved in a timely manner, I will be compelled to escalate my complaint to the ********************************** and explore further avenues to seek compensation for the inconvenience caused.Thank you for your immediate attention to this serious matter. I look forward to your prompt response.Sincerely,

  Business Response

  Date: 04/29/2025

  Dear Customer,

  As per our company records you escalated your concerns regarding gas restoral to the Executive Response Team by the way of the ***, case #******. Your concerns were fowarded to the marketin department and we were told you are being updae in the progress through email. Because of the nature of you gas restoral issue the request is going through the process.