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

• 

  National Grid

  PO Box 9037 Addison, TX 75001

• 

  KeySpan Energy Corp (Bklyn)

  784 Union St Brooklyn, NY 11215-1307

• 

  Key Span Energy Corp (Staten Island)

  4295 Arthur Kill Rd Staten Island, NY 10309-1343

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:04/25/2023

  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.

  National Grid upon me closing my deceased ******** account did bot inform me of their protocol that a refund would be sent in my deceased ******** name and not my name. I paid her bills. If they would have informed me the day I called to transfer the **** into my name I would have waited to close mt ******** account until the balance was ZERO then had it switched into my name. National Grid also made me change the account number which also but toil me a refund if may ******** balance would be mailed to me--making me think I would get a check in my name. I receded a refund check in my ******** name, *************************** and was unable to cash the check which in turn benefits NationaL Grid keeping the balance go $40.66.National Grid Account Number *********** ****************************Deceased and closed.New Account Number *********** **************************** ************************** Grid has set up a system enabling them to keep balances on bills from a deceased person by not informing customers of their protocol. I had no problem with ******** or PSEG, who changed the accounts in my name. The balance due to my Mom was not an issue. The bill and payments continued as usual.I was paying my Moms bill with my checking account online banking NY ************** near the end of her life and after she was deceased. About a year and a half later, in August 2022, I called to have the gas bill changed in my namewhich National Grid can do as the above companies did.The National ********************* Representative insisted that I change the account number with my name and not keep the original account. I did as they asked. National Grid never informed me of their protocol which was to send a refund check in my deceased Mothers name.I received a refund check for my Mom's closed account in her name, **************************** even tho their computer and the customer service operator acknowledged that it said my Mom was deceased. I could not cash the check even tho I had paid her bills. National Grid refused to send the refund in my name or transfer the funds to my account. ********************** Grid is deceitful by not informing me the day I called to change names on the gas bill that refund check would be sent in my Moms name and that I would not be able to cash it. The operator just said I would get a refund check which I thought would be in my name. National Grid, upon changing the account name and account number, never informed me of their protocol on deceased persons. If they had notified me, I would have switched over the account when my Mom's balance was zero. Also, they could have easily switched over the account after my Moms' bill was at a ZERO balance which would be a fair and honest business practice.This is unfair and deceitful business practice by not informing honest, loyal and inspecting customers of their protocol prior to closing the account of s deceased person as they wanted me to do.Not informing customers of National Grids protocol is to the detriment of innocent and unsuspecting customers. It benefits National Grid enabling them to keep balances of deceased persons unethically. If they were an upfront, fair, honest, and reputable company, they would have informed me before the change in the account of their protocol. I did not have to go to Probate Court, but I was named the Executor of her Estate in her will.I could not cash the refund check of $40.66 dated 09/09/2022 ( Check # **********) since it was not in my name. Since it was my money and the same family members living in the house *************************** account should have been closed at ZERO balance if National Grid was an honest company then transferred the billing to the new accoiunt.When I called National Grid, they would not send the refund check in my name or give me any information about their protocol. I had to call several times until they told me about their protocol April 18, 2023. I closed ******** account in August 2022 and National Grid waited eights months to inform me of their protocol.I wrote to the *** Payment Processing @nationalgid, which is via email on November 1, 2023 and President ******************** *************************************************** dated December 14, 2022, ************** Mail **** **** **** **** ****. I did not receive a reply from either source.National Grids protocol is to close the deceased account and send a refund in the deceased name. It was in their computer base that *************************** was deceased and would be unable to cash the check. They also knew that I paid her gas bills with my online banking at NY **************.National Grid has deceitful and fraudulent business practices in so far as:National Grid, when I called them, made me close the gas bill account in ******************************* name and get a new account number, and they NEVER told me a refund check would be issued in ********* name;They are deceitful in making me think a refund check would be sent in my name, saying I would receive a refund check;They also are deceitful since they did not explain to me their protocol when closing *******'s account, and making e make a new account number that would result in a refund check in *******'s name.National Grid should act responsibly and inform unsuspecting customers of their protocol so the customer can decide when to close the account. They should also tell the customer that a refund check will be sent in the deceased person's name. They need to revise their protocol which would be beneficial to the loyal and honest customers as well as National Grid. They need to send me the refund check in my name or credit my account, which is the same house at ****************************************************************. National Grid made me change the account number when the change could have been just my name like ******** and PSEG.How many unsuspecting and uninformed customers could not cash refunds sent by National Grid who became the beneficiary by not informing the customer of their protocol? ********************** Grid's unfair business practices should be looked into by the Better Business Bureau.

  Business Response

  Date: 05/17/2023

  There is an active complaint with the *** ************************* regarding this matter.  National Grid will answer through that agency.  Thank you.

• Initial Complaint

  Date:04/13/2023

  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.

  Account number *********** Received ERAP for electricity but was denied for gas/NationalGrid ONLY because National Grid REFUSED to confirm the amounts owed. ERAP Appeal was filed in summer 2022 and contact was established with the First Consumer Advocate Areas Served *****Brooklyn, x** *****Brooklyn, x** after months of fearmongering about being disconnected, no one at National Grid confirmed the amounts owed to ERAP. All the Consumer Advocate (CA) did was tell us to call ERAP but obviously when ERAP gets a ZERO amount owed/nothing owed on our account from ********************** Grid, the error is clearly with National Grid. I called so often to National Grid that I ended up speaking to the same person who recognized the story and remembered speaking about this. It was even suggested that we owed "too little" and that **** wouldn't pay out that little. The **** was denied by National Grid but approved by ***************** Even sharing the electric **** letter would not help. This is just an outrageous way of dealing with long time customers that never ever missed a bill until the pandemic. In ***************** refused to respond anymore and flat out said she wouldn't answer any emails anymore lying she is no longer in the same position or in a different position, even though for months and until now she is still on the website ****************************************************************************** The second CA was contacted, she was much less helpful for helping out with ways to pay. No information and often slow answers. Meanwhile, still ZERO amounts owed to ERAP but owe $370. In the meantime we missed out on $200 help fund because National Grid, despite the at least 9 mo of fearmongering it now turned out there is not a valid disconnection notice on the account. Hurt of another $200. Spent hours and hours on the phone and 29 sent *************************** and 8 sent and 4 received emails to second Consumer Advocate resulting in suffering extreme stress and emotional damage.

  Business Response

  Date: 04/25/2023

  Dear Customer

  On behalf of National Grid Executive Response Team we apologize for any inconvenience this matter may have caused during our review process. As per the remarks left on your account by every **************** Rep or Supervisor you had spoken too, National Grid actions revolving your **** application was handled correctly. As you probably was aware the **** program paid gas customers arrears until 5/1/22 and your account shows as of 4/6/22 your bill was $30.51 your new billing cycle on 5/6/22 would not have been eligible for arrears forgiveness. All the charges after 4/6/22 was billed accordingly based on your monthly actual meter readings and as explained on your bill you would be charged late payment charges if of 1.5% each cycle if the previous bill was not paid. If you would like to discuss your billing and payment history with a live National Grid Rep please feel free to contact them Mon-Fri 9am-8pm and on Sat 9am-5pm. Part of a customers responsibilty to keep the gas service on is to continue to pay any current amounts pending any investigation on a previous bill and if the account warrants a correction the customer will receive a corrected bill but this account does not warrant any correction or refund.

• Initial Complaint

  Date:04/04/2023

  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.

  National Grid has billed me an unusually high for the last several months, at which point I called to dispute the bill in December 2022. I was to receive an investigator after the representative noticed that for the same amount of usage, the bill was abnormal when compared to my neighbors inside the same building. After which, I was advised that the bill was put on hold, and no new bills were to be generated pending the investigation. I got a bill in January of 2023, and I called to clarify. I was then told the bills would be generated, but the charges were to be held until the investigation was completed. Today, I get a disconnect notice. Now I am informed that I was to pay all new bills that came in. This made me very upset. Considering that i was on a set rate that paid 72 per month, its interesting that i have bills upward of 116 dollars, despite the fact that I barely cook, and the only consistent use is hot water for personal Hygiene, and Washing dishes. I use my electricity way more, and my bill never comes over 96 dollars. This is absolutely insane. The lack of communication is extreme. before this investigation request, I'd get messages from the a robocaller almost daily and now nothing? While today's rep did all she could ( I assume) with today's call, it is not enough.

  Business Response

  Date: 04/17/2023

  Dear Customer

   

  ********************** Grid apoligizes for the delay in answering your concerns regarding this billing issue and once we became aware  of them on  4/4//23, we started a high bill investigation process. As you were informed by a **************** Representative your account is coded 1B which means you are being billed for heating , hot water, and cooking gas and now you are stating you *** have an unauthorized dryer on your line. Billing factors that *** increase your bills especially during the winter months are days in the bill, usage, and price of gas which varies month to month. My Intital review of your account show's you started your Balance Billing in 5/22 for the amount of $75 monthly which can change depending on your usage when the account is reviewed every 4,8,and 11 month, and it also showed based on your monthly usage that amount changed to $115 in August/22 and again in 3/23 to $158.00. When a customer ventures into the Balance Billing program it's with a understanding that the amount billed monthly is not their actual usuage, its an estimated amount based on prior bills. The the actual usage is showed on your monthly billing statement and the statement also show's the readings were actual. Again please allow National Grid to do a full investigation on your high bill issue and if you have any questions regarding this response feel free to call us Mon-Fri 8:30am - 4:30pm.

  Regards,
                           
  Executive Response Team
  

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

  Customer Answer

  Date: 04/18/2023

  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:

  That does not explain the high balances. To start, i made my request in December 2022.  And I have waited an extremely long time without any information from the Company until I called to complain about a notice I received. That said, while I have someone coming out to my home shortly to look into this, I barely use my services at a rate no different than my neighbors and having a bill that is over $100 is absolutely ridiculous, especially when I barely cook as it is, run my dishwasher to wash my dishes as opposed to by hand (which, by the way, is among your tips for saving energy) and of course, personal hygiene. I was enrolled in Balanced Billing. That option was removed in order to place my account into Dispute Status, and that was done some time in January, although I suspect that the notes from the calls were not properly documented, if they were even documented at all. I do not know what is a reasonable and estimable wait for this investigation to complete., but i assure you, I am pretty far from happy with my service thus far, and the customer experience is certainly near the top of the list. I am unsatisfied with this response, but there is little i can do until the investigation is complete. 

   

   

   

   

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

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

  Business Response

  Date: 04/25/2023

  Dear Customer

   As per National Grid's record of a completed investigation as you requested , your meter does supply heating which the technician states he lowered the temperature from 230F to 210F to be more energy efficient. He also stated there were no other appliances on the line , hot water had no leaks, and cooking stove worked correctly. When you spoke with a customer service representative it was explained to you the factors of a high bill which are cost, *** of days in bill,usage. Also the fact that you were on the Balance Billing program which you were charged 1 set price monthly based on an annual estimation became a factor as to why you monthly charges were higher. Please feel free to contact National Grid customer service line ************ Mon-Fri 9-am-8pm and Sat 9am-5pm if you have any questions or concerns regarding your bill or payment arrangements.

   

  Executive Response Team

   

  Customer Answer

  Date: 05/05/2023

  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]

  Good afternoon, 

   I was under the weather and was not able to respond to any issue before it was closed. However, the business response does not, in any way, address nor redress the complaints that were made.  Firstly, the complaint about the item(s) at issue was made to the company in December and accordingly, I never stated for a fact that there was any unauthorized equipment on my gas line, only that I was not sure if that could be the cause.  Secondly, the representative noted that comparatively to the use of my neighbors in my own building, it was exceedingly high, and this was due to equipment failure, rather than explanation being given to me, which comes off as impersonal, rude and demeaning. It's bad enough that one company monopolizes an entire market and charges ridiculous fees, but when there is an issue, especially when an equipment malfunction which could have resulted in injury to the children which are on these premises, you would think the company would be a bit more gracious and willing to work at reassuring their customer as well as priding itself on proper service, customer satisfaction and going the extra mile to rectify any specific complaint. Thirdly, the matter of conflicting information: This point was never addressed either. As per the company's own recordings, I was told two completely different things on two separate occasions and I suspect notes were not entered accurately either.  Since the Technician has been at my home,  I have called twice. Once to get determination which was not ready and the second for a scheduled callback, which I did not receive.  I am stating for the record that I feel handled and disrespected by the lack of customer service, accuracy and dismissiveness of National Grid. For the record, of course, when I signed up for Balanced Billing, my bills were 75/ month. After December, my bills were changed and the operator I spoke to wasn't clear on it. Believe me, if I could have a different provider, I would certainly get one, because this company has clearly demonstrated that caring is not in their wheelhouse. 

   

   

   

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

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

• Initial Complaint

  Date:04/04/2023

  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.

  We filled for a new gas for this new building I trying to contact national grid but no response from them

  Business Response

  Date: 04/17/2023

  Dear Customer

   National Grid Executive Response Team received this inquiry and is working on a quick solution.

   

  Regards,

• Initial Complaint

  Date:03/06/2023

  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.

  If I could rate NationalGrid negative stars I would.Since moving to my new apartment and having gone through what I have been told are reasonable upgrades to the domicile and building I live in for hot water heating of high quality, National Grid has been completely inaccurate in all sense of the word in terms of charging me for gas.My last two bills have been more than 500$Calling leads me to run arounds and the company has zero ability to communicate by accountable and transparent methods like emails and text messages, customer calls go ignored and questions that require follow up are ignored, not even voicemails.I expect to be contacted by someone who actually can speak to me like an adult with authority above a new-hire front line callcenter agent 1. explain my charges, and launch an investigation into the absurdity of my gas bill 2. schedule proper readings for the next quarter (4 months) as clearly the estimations are wildly inaccurate 3. re-establish my autopay method immediately, revert any and all credit impacts, and ensure a timely refund of all funds that I have been inappropriately charged. Check my account NationalGrid, I dare you to explain to me how my gas usage in February, before I've ever lived in a domicile, as soon as the switch was made to my account, it's immediately several hundred dollars.

  Business Response

  Date: 03/10/2023

  Dear Customer

  On behalf of ********************** Grid , we apoligize for any frustrations caused to you by this billing issue. We assure you this matter will be looked into quickly and efficiency.

   

  Regards,

  Executive response Team

  Customer Answer

  Date: 03/13/2023

  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:

   

  I have yet to receive any level of professional authoritative remediation to my issue.

   

  I now have a critical injury and this is causing unacceptable stress 

   

  I called AGAIN to NationalGrid support, to be given more runaround information and no resolution to, what I believe to be, critical billing issues.

   

  What recourse exactly do I have? NationalGrid continues to charge me HUNDREDS OF DOLLARS FOR GAS that I am NOT USING, my ***************************, who has nearly identical square footage and THE SAME water heater/stove setup as I do, yet they pay less than 80 dollars!!!!?? 

   

  MY BILL WAS 500 DOLLARS LAST MONTH!!!!!!!!!!!

   

   

   

   

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

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

  Business Response

  Date: 04/17/2023

  Dear Customer

   I am sorry you did not feel the resolution we discussed on the phone would not be handled in a timely manner but after reviewing your account I see now you will be able to have your monthly payments debited from the checking account you provided online.

   

  Executive Response Team

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

  Customer Answer

  Date: 04/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/28/2023

  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.

  My name is *****************************, I originally did not pay for heat or hot water. I opened an account ( #***********) with National grid in October-November 2021. I called numerous times as on my bill they had me down as Residential Non-Heat as if I'm not paying for heat (they would charge higher prices than as if I was Residential heating customer). In September of 2021 new landlord changed the boiler without inspection and so National grid did not want to take my word and did not want to change me to a Residential heating customer (this caused my bill to be very high). Further more I had no heat in the apartment from September 2021- end of March 2022 and made complaints to the building department (HPD complaint # ************) as well as National Grid( the representative told me they would send an inspector). When the inspector came he really didn't check anything and said that the boiler was not legal (the inspector did not report this to the building department). I complained to National grid again yet I was charged close to $500 in January alone for heat that I did not have/ did not use. I called numerous times to explain this to National Grid but they did not care, my neighbor did the same thing and they took $400-$500 off his bill but not mine. Currently I have a balance with them of $758.26 but I don't believe I owe that and feel like I'm getting fleeced by National Grid. I made payments because I did use the stove and the hot water (but I'm a single guy I rarely cook and I shower less often in the winter the bill should not be over $100 for someone not using it to heat the house). I closed out the account last year and moved from that apartment but now that bill is in collections and National Grid still won't help in any way. I spoke with many representatives and always get a different story every time and so I'm hoping BBB can help and straighten out the bill. I'm willing to pay but not for something I didn't use and feel that the bill should be reworked to figure out my true balance if there is any.

  Business Response

  Date: 03/14/2023

  Dear customer,

  On behalf of National Grid's Executive Response Team we apologize for the delay with looking into your billing inquiry. After extensive review of your now finalized account It was concluded the final bill of $ ****** is correct. Based on the original information that was given to National Grid by the owner of each unit gas responsiblity it does show cooking gas which is on a residential rate. If at anytime the owner upgrades the gas lines a application must be submitted to the *** for approval and the tenant should have been informed of the changes. Once you called National Grid and stated there may be a discrepency with your bil, l National Grid's Representative checked in the ***(Department ****************** base to see of there were any approvals for gas line changes and there were none. National Grid cannot change information on the account regarding rates, or load increases without sending a technician to the premise to confirm. Also when you called National Grid to make a complaint on 3/24/22 and a rsponse call was made to you the same day from the High ********** a message was left statiing National Grid's need of *** information and please speak to your landlord or have them give us a call. We did not receive a response so the account continued to be billed accordingly and when you called back to discuss the same issue on 6/3/22 another response call was made to you on the same day but no answer so another message was left regarding what is needed. As per the the amount you were charged during your tenancy, it  was based on the price of gas at that time, days in the bill, and usage, this amount may vary month to month.

   Again, A conversation is needed to happen between you and your landlord regarding this issue, National Grid does not intervene in landlord /tenant disputes regarding responsibilies of the gas service but if the information is presented to us and confirmed of the changes which shows in your favor National Grid will review the information and make any needed corrections.

   

  Sincerly

  Nationa Grid

  Executive Response Team

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

   

  Customer Answer

  Date: 03/28/2023

  Ok so I'm still not understanding how the bill was figured correct. The problem is National Grid is basing their information on the old owner. A new landlord took over a couple of years back. If National Grid wants to go look at the old record then they should look at the billing history for that apartment. In the past 4 years since I lived there they would see I never even had the gas on. I used an electric stove and did not need National Grid at all (only when landlord changed the boiler did I have to get gas). I understand that the owner must put in an application to the *** but the owner would not listen. I told the owner multiple times about the problem but nothing got done as it was an illegal boiler. I would expect National Grid to contact the *** and inform them as they are the ones supplying the gas to said boiler. Furthermore if National Grid cannot change rates without sending a technician why was one not sent? Again after 3/24/22 I spoke with the landlord but obviously he did not call. So again I did not use a gas stove and did not cook. So logically speaking how was I charged over $400 for a month as if I'm cooking 24/7 and even then the bill wouldn't be that high ( I compared with a few friends that have 2-3 kids and their bill for cooking gas is $50-$60 *** a month. Again I would like the bill really looked at and figured out, I should not be paying a rate for cooking gas.

   

  Business Response

  Date: 04/25/2023

  Dear Customer 

   

   National Grid is stating your were responsible 10/28/21 for heat , hot water and cooking gas on your gas line. Although the information that was collected by a actual technician when he unlocked the meter for your use on 10/28/21 was not updated until a later date, the information that the technician checked the heat ,hot water and cooking stove for safety remains. The technician logging this information is a confirmation on what this meter has on its load and for what apt. If you have any questions on what your lease contract states your were responsible for please speak to your building management.

  Customer Answer

  Date: 04/26/2023

  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]

   

   Again National Grid has been charging me the incorrect rate for the gas/heat. Please take a look at the bills, I am being charged a rate for RESIDENTIAL NON-HEAT.... But in fact I'm a RESIDENTIAL HEAT CUSTOMER!! STOP GIVING THE SAME GENERIC RESPONSE AND PLEASE GO BACK AND PRORATE MY BILLS TO THE CORRECT RATE!!! 

   

   

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

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

• Initial Complaint

  Date:02/21/2023

  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.

  ??National Grid Overcharging Dispute ????Account number - *************************************************** ** ********* **? ***** ?Service: *********************** Only Nature of the dispute: Overcharged? with an additional rate + meter read wrong. It should show gas is not being used.???To test and track ?National grid billing I stopped cooking after the day before Thanksgiving. Now I only eat microwavable frozen dinners until the situation is resolved. ?The meter should indicate that my apartment is not using any cooking gas. ???Ever since I've lived at this address I have only cooked once a week because I'm severely Anemic with very low energy.? In the past, I have always used the stove and oven once a week? ?to last 7 days. And then my microwave is in use after that. ??The bill is ?3X? higher than it was when I cooked once a week.? ?Cooking gas should not increase 3X from the summer especially if you're not using the gas at all. ?I see that this is happening every year! ? ?In previous years, it was coming out of my account and I wasn't paying attention. But now I have it off of auto-pay because I just realized that I'm being Overcharged! My bill has always been $17? - $19.? ????Has the business tried to resolve the issue? Under Investigation? and ?Unresolved. ? ?Their designated inspection company? Progression Pipeline Solutions rejected my? request to inspect the outside lines for a possible leak.?*???I've attached my energy usage chart from the national grid. I found an era in the rates and I did also point this out in the screenshot. See Annotations in all screenshot photos.??Due to limits on attachments: I have also included a link to a zip file and a backup link to an unzipped folder. ??************************************************************************************* ??***************************************************************************************? ?Full Statement Attached?

  Business Response

  Date: 03/10/2023

  Dear Customer

   National Grid apologizes for your frustration with this billing issue and since we became aware of it on 2/13/23, we are hoping to resolve them as quickly as possible. The billing history in question will be looked into and if their is any discrepancies the account will be billed accordingly and any overpayments will be refunded.

   

  Executive Response Team

  Customer Answer

  Date: 04/03/2023

  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:

  I want someone to contact me from National Grid investigations and explain to me what is going on.   I have been waiting quite some time for them to contact me about this issue and no one has reached out. There has not been any reimbursement or contact.  

  
  I misread that I needed to respond to National Grids' response in 6 or 7 days.  My apologies. I was looking for them to contact me or refund me and that didn't happen before you close the case, due to my mistake in not responding right away. 

   

   

   

   

   

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

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

  Business Response

  Date: 05/17/2023

  Dear Customer,

  ********************** Grid apologizes again for any inconvience this issue may have caused you and see you also brought this matter to the attention of the ************************* case# ****** which the high bill investigation you requested was completed on 4/19/23. The investigation concluded their were problems with the flex hose on your cooking stove which was a factor as to why your monthly bills were coming in higher and  any repairs would have to be done by your management , but before the technician left he made sure the cooking stove was turned off for safety. The Executive Representative who handled your case stated you were satisfied with National Grid response to this issue and at your request National Grid closed your gas service as of 5/2/23. Please contact National Grid customer service @ ************ if you have any questions regarding establishing a new account in the future.

   

  Executive Response Team

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

• Initial Complaint

  Date:02/07/2023

  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 spoke with national grid on 1/9 and set up a deferred payment agreement and made the downpayment. The agreement was never applied to my account. Called on 1/24 they set up a new agreement with no downpayment which I signed and they never applied. 2/1 I took off work to meet with a Customer Advocate who set an new agreement and it still has not applied. I called and email the advocated 4 times with no response. I also called to speak to a manager. Again no response. I am freaking out as I have a disconnection notice and they have done nothing. I need help!!

  Business Response

  Date: 02/10/2023

  In response to the complaint, Nationalgrid submits that on 2/7/2023 a PSC case# ****** was also created by ****************************** concerning adding a deferred payment agreement to her account to assist with paying her balance. With the case she attached a copy of the agreed upon deferred payment agreement. Upon research, the account had a hold that prevented the deferred payment agreement from being added to the account. On 2/8/2023 I sent an email to the appropriate department requesting the release of the hold so that the deferred payment agreement can be added. On 2/09/2023 the hold was released and the terms of the deferred payment agreement was renegotiated to be $11.34 for 90 months coupled with the balanced billing program of $57.00 for a total of $68.34 per month. Also, the forgiveness program was mentioned, and I assured her that all arrears up to *** will be forgiven and that any balance remaining will be her responsibility. She was ok with the outcome and confirmed that the case can be closed. 

  Customer Answer

  Date: 02/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/18/2023

  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.

  We live in Nassau County in Long Island, **, and we converted our boiler from oil to gas on 9/16/22 and through todays date, I still have not received my first National grid utility bill and my account is still pending rather than active. My partner and I have called National Grid at least 6-8 times and all they keep saying is that they have relayed our messages to the back office, with no option to have an actual person or supervisor from that **** contact us, as we have requested. We have no resolution and no expected timeframe as to when this issue will be resolved. All they keep advising is that this is some internal issue that needs to be corrected on their end, something about a manufacturer vs meter system update error or other; truthfully, its very unclear and no one seems to know how to resolve this. Not only do we not know an estimate as to how many charges we have incurred this far over these 4+ months (Im honestly concerned now about the cost of our first bill at this point), but we cannot proceed with the insulation and weatherization work we need done in our garage and attic because the companies that are giving us cost estimates cannot calculate the therms used and the efficiency this work will essentially be providing. No one at national grid seems to have an answer, resolution, or estimated timeframe for this. We have two small children and are in desperate need for this work to be done, especially before the weather gets even colder this winter, and National Grid is not responding to our requests to have this issue resolved asap, much less a return call from anyone. How long do we have to wait? Its gotten ridiculous, and weve been more than patient thus far. This is simply unacceptable and concerning. Im at a loss as to what to do at this point.

  Business Response

  Date: 01/19/2023

  The account is currently in active status.  However, the customer has an open complaint with NYSDPS regarding this matter.  Case no. ****** is in process of being satisfied. 

• Initial Complaint

  Date:01/17/2023

  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.

  National grid refuses to produce a bill for me this month. They are a terrible company with poor customer service. They have not produced a bill, in my opinion, to extract more money from me. I want the bill immediately and I deserve to have a refund based on the hastle I have been put through.

  Business Response

  Date: 01/24/2023

  I spoke to customer and advised it appears we were able to enter updated reads on 1/23 and 1/24 to produce Dec and current bills after Net metering/satellite billing system issues and we're crediting account with 2 service guarantee credits of $25 each ($50 total)-