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Business Profile

Natural Gas Companies

National Grid USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Natural Gas Companies.

Complaints

This profile includes complaints for National Grid USA's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 163 total complaints in the last 3 years.
    • 74 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/11/2025

      Type:Billing Issues
      Status:
      Answered
      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 submitted a Final Bill ******* to National Grid by email on 2/21/25 (I attempted to attach my full Final Bill ******* here, but the file was too large). The bill which I disputed had been sent to collections with Allied Account ******************** and reported to a credit bureau. I sent four answered emails to National ************************************ between 2/27/25 and 3/11/25 to follow-up on my Final Bill *******. I also made numerous phone calls to National Grid. On 3/11/25, I called National Grid and was informed by three separate representatives that my Final Bill ******* had been approved. I was also told by a representative that Allied Collection Services should have closed my debt and this would no longer impact my credit score. However, as of 3/11/25, Allied Account ******************** is still showing that I owe them $52.41. I am requesting that National Grid inform Allied Account ******************** that my Final Bill ******* was approved and this debt is not valid. Additionally, I never received written verification of the approval of my Final Debt ******* from National Grid. I am requesting written verification of my approved Final Bill ******* to be mailed to *****************************************************************************************. Verification of the approval of my Final Bill ******* can also be emailed to ********************** I have spent about six hours on the phone trying to resolve this issue with National Grid since the end of February. I simply want assurance that the debt with the collections agency will be cleared and that this inaccurate debt will be removed from my credit report.

      Business Response

      Date: 04/30/2025

      Dear Customer

           On behalf of National Grid we apologize for this delayed response regarding you issue, We see that the account *****/***** has been rectified as you requested,all late payment charges and the amount of $52.10 adjusted from your account leaving a final bill of $14.01 which payment was posted on 3/19/25.

       

      Executive Response Team

       

    • Initial Complaint

      Date:03/11/2025

      Type:Product Issues
      Status:
      Resolved
      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 filed a complaint #******** in nov.2024, and the company promised to refund the $100.60 in 2-3 months. I still have not received the reimbursement. Thank you

      Customer Answer

      Date: 03/17/2025

      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:03/10/2025

      Type:Billing Issues
      Status:
      Resolved
      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 frustrations with National Grid and my account billing. I have started a Rate Investigation as of February 10, 2025. National Grid has been charging me as if I am a Non-Heating Residence. I have just noticed that National Grid has been billing me at the wrong rate. My bill is $656.00 because I am being charged incorrectly. My gas bill is astronomical because I am being charged for my regular heat use as if it is cooking gas. Regular Residential Heating is $1.78 per therm. I am being charged $4.05 per therm. I was informed 4 different times the wrong information with regards to when someone will reach out to me to schedule an appointment to have an Investigator come out to assess and confirm that I indeed do have REGULAR RESIDENTIAL HEATING. I have called February 10, 2025, February 19, 2025, February 24, 2025, March 4, 2025, and March 10, 2025 to no avail. I was told that after 30 days this would be escalated to reach a resolution. Please see the attached documents.I am deeply frustrated by National Grid's inability to provide me with an accurate time frame of when I can expect to hear from someone. I was told by the end of the week, within 2 weeks, within 1 month, and so on and so forth. Not one person was helpful in my quest to ascertain an accurate bill. I have yet to hear from an investigator. And, National Grid keeps charging me knowing that I have requested a rate investigation and has not done anything to help as of yet. I would appreciate it if someone could get in contact with me.

      Business Response

      Date: 04/30/2025

      Dear Customer,

           On behalf of National Grid we apologize for the delay handling your billing issue in a time frame you were expecting. The high bill /rate change resolution is not given an exact date to be completed because the process takes longer to complete depending on the volume which came before you. Our records show your request to be billed on the correct rate SC1B-Heating work was completed on 3/12/25 and the account rebilled under the new rate from the billing period 10/24/24 to Feb 26, 25 . We attached the bill which shows your new rate going forward.

      Regards,

      Executive Response Team

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

      Customer Answer

      Date: 05/01/2025

      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:03/06/2025

      Type:Customer Service Issues
      Status:
      Answered
      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've been calling NGrid for weeks- never get someone to help always on hold for hours. I've tried to reach them several times starting 2/26/2025. Today, I started calling at 10:12 am- still calling at 6:35pm. No one will help! they don't care! Always on hold. How do I get good service from a incompetent business? I'm done for today. no more battery on my cell phone. All I'm asking is for my service at *************************** *** *** ********** ** ***** to be turned off as of February 28, 2025.I cannot get verification that it has been DONE. Please Help.

      Business Response

      Date: 03/07/2025

      I received the customer's complaint ********************* Case #********* and promptly contacted him to address his concerns. The customer expressed frustration over the extended wait time he experienced while attempting to speak with a representative to cancel his service and discuss his billing. He mentioned that he was on hold for several hours without reaching anyone.
      I sincerely apologized for the inconvenience caused by the long wait time. I explained that this period is particularly busy for us due to a recent rate increase and a temporary staff shortage. The customer also noted that his latest bill seemed unusually high for a small studio apartment. I clarified that the increase was due to the rate adjustment implemented in September 2024, and his usage remained consistent with the same period last year.
      We reviewed his usage history together, and at his request, I sent him a spreadsheet detailing his billing and usage for the past year. The customer also inquired whether his service had been disconnected as of February 28, 2025. I confirmed that his service was still active but offered to process a disconnection order backdated to February 28, 2025.
      The customer was satisfied with this resolution, and I am currently awaiting any further questions or concerns he may have regarding the information provided.

    • Initial Complaint

      Date:03/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      After purchasing My home I contacted National Grid to open gas Service for me on the 2nd and 3rd floor of ******* street. They are threating to bring the Marshals. Because they Didn't open My account. I'm already hours waiting on phone. After 2 hours I get Disconnected. I would like help in contacting the company and not going in circles. They do not give me an option of doing it online.

      Business Response

      Date: 04/30/2025

      Dear Customer,

           On behalf of National Grid we apologize for this late response and see you escalated this complaint on 3/5//25 to the *** and the gas was restored to the unit on 3/5/25.

       

      Regards,

      Executive reponse team

      **********

    • Initial Complaint

      Date:02/26/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 2/14/2025, I called national grid customer service because I had stopped service at my previous address and noticed my account has $95.95 credit. I had previously paid $735.56 on 11/18/2024 so I guess I overpaid because heap also paid my balance. When I called on 2/14/2025, the representative on the phone told me she could refund the money and it would only take a few business days and shed send me an email receipt. Ive been waiting for the receipt and have not received the money back. I called again today (2/26/2025) to ask where is my refund and it is still in my account and the representative told me he wouldnt be sending the refund to me because it is going back to heap. I was the one who overpaid because heap was supposed to pay months ago therefore I want my $95.95 back. National grid is fraudulently keeping my money that they told me theyd be refunding. Ive attached my bill, my bank statement, and proof of days I had called national grid to resolve this issue.

      Business Response

      Date: 05/08/2025

      Called ******** ******* at ************ & left a message to call back regarding final account. Regular Heap posted 12/06/24, created excess of $95.95 transferred to Jefferson County HEAP account, account final. The credit on the account was a HEAP credit and went back to the county. Upon review found 2 prior representatives advised customer incorrectly would receive the -$95.95 back as refund. Confirmed with supervisor that we would refund the customer as a courtesy do to honoring error by prior representatives. ******** *** ****************

      Customer Answer

      Date: 05/20/2025

      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:02/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Today 02/13/2025 i came from work at 8 pm. I observed no Gas at all. No heat no Gas to use it to cook. I spoke with National grid and agent spoke with me with very nasty attitude and told me this is not an emergency if the Gad not working and she told me that I have to wait until tomorrow morning or day after. I was choked when I heard her saying that. Than I asked her to speak with her supervisor she told me is closed. I asked her what do you mean is closed she said that mean after 8 no one is there and I am here only taking an emergency calls. Then I said what types and emergency you have had from people . She said that if there an gas outage or gas leak.Last month, I paid $333 for gas in my small three-bedroom apartment. I dont understand how Im paying for a service, only for the company to cut off my gas without even notifying me. I am extremely upset and angry with National Grid and the rude agent I spoke with.

      Business Response

      Date: 04/30/2025

      Good Afternoon,

           On behalf of National Grid we apologize for this late response with regarding your complaint. The unprofessionalism that you experience on 2/13 was brought to the attention of the representative Supervisor . The ******************** is open from ****** to 8pm Monday thru Friday and after hours only emergency orders are taken. Because of the time you contacted us there may not been any availability for the same day but we see your gas was restored on 2/14/25. We apologize for any inconvience this may has caused you for the day without service and as a courtesy a $30 credit will be added to your account.

      Regards,

      Executive Response Team

    • Initial Complaint

      Date:02/12/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Dear National Grid Customer Service,I am writing to express my frustration with the ongoing issue regarding my inflated bills. Since September, my monthly bills have skyrocketed from the usual $30-$40 range to amounts between $330 and $700, which is over 10 times higher than my typical charges.I have already followed your instructions and provided the requested meter readings via email. Additionally, an appointment was made for a technician to visit my home and check the equipment, which was completed, but the bills have not been adjusted. Despite these efforts, I continue to receive notifications about late payments, and the bills have not changed.Contacting customer service has been extremely difficult, as it often takes over two hours to reach a representative. Even after speaking with them multiple times and requesting adjustments, there has been no resolution, and the charges continue to increase.I am requesting an immediate and permanent fix to this issue. I have been patient, but this situation has gone on long enough. Please review my account and adjust the bills as soon as possible to reflect my actual usage.I expect a prompt resolution and appreciate your urgent attention to this matter.Sincerely,

      Business Response

      Date: 05/02/2025

      Dear Customer,

           On behalf of National Grid we apologize for this delayed response regarding your billing issue. We reviewed your account and the records show the company has been looking into your high bill complaint and a service order to maintain the transponder on the meter was completed. The account also show's based on the reading taken on 3/25/25 your monthly estimations were lower than what the actuals should have been.The bill did not warrant any adjustments and the *** due to the company as of 4/23/25 is now $692.85 based on the current actual reading. Please call ************ if you need further assistance with this decision.

      Regards,

      Executive Response Team

    • Initial Complaint

      Date:02/11/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Dear Better Business Bureau,I am writing to file a formal complaint about the lack of service and what I believe to be an unjustified overcharge on our gas bills from National Grid.For the last two months, we have experienced exorbitant gas charges for our 2nd-floor apartment. Our bill last month was $515.07, and this month it has risen to $571.67. We have been living in this apartment for almost 12 years, and we have never encountered such high charges. According to our lease, we are only responsible for paying for cooking gas and the heating of the 2nd-floor apartment. We are not responsible for hot water ******** make matters more confusing and concerning, our landlord, who lives on the 1st floor and has a washer and dryer, received gas bills of $210 and $224 for the same time period. This discrepancy makes no sense, and it leads us to believe that we are possibly being charged for the landlord's usage as well.I have contacted National Grid over six times since January 29th, requesting someone to come to check the premises. Unfortunately, no one has ever visited. When I called today, I was informed that the call to inspect the meter was canceled because National Grid saw that the landlords usage was lower than ours. This response does not make sense at all and is completely *************** this point, I am convinced that we are being charged incorrectly, and something unfair or possibly illegal has occurred. We need someone to urgently inspect the meter, review our gas usage, and ensure that the billing is accurate and fair. We are also requesting a financial adjustment to rectify this situation.Please investigate this matter as soon as possible. We feel we are being taken advantage of and need immediate assistance in resolving this issue.Thank you for your attention to this urgent matter. I look forward to your prompt response.Sincerely,**** *****

    • Initial Complaint

      Date:02/04/2025

      Type:Billing Issues
      Status:
      Answered
      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 made multiple payments in December and January. Once through check and another through phone. My payment are not reflected on the account. It seems as if they are attempting to take duplicate payments. May I please have your assistance with this matter. I would like to have it resolved as soon as possible.

      Business Response

      Date: 02/09/2025

      Dear ****** *********************    On National Grid behalf we apologize for this inconvinence regarding this billing issue but hopefully this information will bring some clarity. Your billing records states an attempt to pay on the current charges for the Dec ******* bill for the amount of $460.82 which covered the period of Nov12,2025-Dec/12/2025 a 30 day period. The payment did not go through do to a stop payment which also means that amount was never taken out of your bank for a payment to National Grid. As a payment policy of National Grid , although the amount was owed once a bank transaction is completed they do no try to take the payment out again without permission from the account holder. Your next billing statement for the period Dec 12,2025-Jan ******* was for the amount of $715.72 and was based on actual reads bringing the complete balance owed to the company $1183.62. We enclosed a copy of your current billing statement so the BBBAnayst can review, Please at anytime you have questions or concerns regarding  this issue contact National ******************* ************.

      Thank You

      Executive response team

    National Grid USA is NOT a BBB Accredited Business.

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