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.

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  National Grid USA

  1 Metrotech Ctr Brooklyn, NY 11201-3948

• 

  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

• 

  National Grid USA

  PO Box 11740 Newark, NJ 07101

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:02/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  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:

  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 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

• Initial Complaint

  Date:02/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a National ******** service customer (***********************************************************************************************************, Account #**********, ***************** National Grid began sending me estimated readings, even though my meter was delivering actual readings based on previous bills. I didnt notice this right away because I had set up auto payments. The estimated bills were much lower than the actual bills, and I only realized the issue when the heating season started and I saw unusually low gas bills.I contacted National Grid to request submission of the actual readings, and after doing so, they placed me on a plan. However, they continued to send estimated readings. When I called to complain, I was put on hold for an hour and a half, only to have the call abruptly disconnected. No one followed up with me after that. Additionally, my previous bills were blocked, preventing me from reviewing them to check when the actual readings were taken and when estimates were started. I am frustrated because now Ive been placed in a higher usage category to pay all these differences while I paid already through no fault of my own, and I never received any notification that my meter had stopped delivering readings. I would like all estimated bills to be corrected based on the actual readings I have submitted, so I am not overcharged at a higher tariff for the same consumption.

  Business Response

  Date: 02/09/2025

  Dear Customer,
  On behalf of ********************** Grid we apologize for this inconvience waiting for a resolution to this matter and we are reviewing the information you provided. Our intial review does show you monthly bills have been estimated up to date which may mean your electronic transponder may not be working and a new battery and recalibration is needed. This task must be done by a technician and a appointment needs to be scheduled by you and National Grid. We also  reviewed the rate you are being charged which is SC1B Heating which is correct, We understand many people say they don't read their bill but for future reference the 2nd page on each monthly bill shows if the bill is estimated or actual and although its the utility responsiblity to maintain the meter and make sure they have actual readings , its also the customer's responsibility to monitor their read status and report to the utility any discrepencies with the reads   We are providing the BBB Anayst a copy of the insert the customers was sent regarding the Delivery Rate increase which was approved by *** *************** and has impacted the customers bill. 

  Once we, 1. Schedule an appointment to maintain the meter and get a current actual reading our next step will be to to make any billing adjustments.Please give National Grid the time to review all the pertinent information. You will receive a correspondence emal at the address ********************** to schedule the appt which are Mon-Fri 9am-3pm no weekends or holidays.

  Regards

  ** *****

  Executive Response Team

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

  Customer Answer

  Date: 02/12/2025

  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]

   I have been submitting my meter readings as per National Grids instructions, yet you are still charging me based on estimated readings. Last year, your team was already in the house to replace the batteries, and now, less than 14 months later, Im dealing with the same issue again.
  
  
  When I first called two months ago, I informed your team that I was out of state, and they instructed me to submit my meter readingwhich I did both last month and this month. Despite this, I am still being charged based on estimated readings, which is completely unacceptable.
  
  
  How does your estimation process justify charging someone a fraction of their actual consumption, only to later bill them for a large accumulated amount at a different rate category?
  
  
  Why do you require direct deposit payments while failing to ensure accurate readings? Even when I had an actual reading, I was still billed differently, only to be charged later for accumulated consumption at a higher rate. The attached document clearly shows that your so-called actual reading is not truly accurate. 

   

   

   

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

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

  Business Response

  Date: 05/19/2025

  Dear Consumer,

       National Grid addressed this issue on 5/5/25 when we received a Leadership Form regarding this same issue. You were advised by a Representative to provide a picture of the 2 meters which your did. The reading was submitted and you were billed $1801.59 the 2nd account #*********** was aslo adjusted for $23.10 to reconcile the account. ********************** Grid offers different payment options you can speak with a CSR to keep the account in a good status. Please feel free to call ************. Mon-Fri 9am-8pm.

  Regards 

  Executive Response Team

   

  Customer Answer

  Date: 05/21/2025

  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]

   

   Statement of Claim **** ******* vs. National Grid
  I, **** *******, respectfully request that : recalculation of my gas bill by National Grid, starting from June 2024. Beginning that month, National Grid applied estimated meter readings despite my consistent submission of actual readings, including photographic evidence.
  The estimated billing resulted in an inaccurate and inflated charge, concentrating months of actual usage into a brief billing periodcoinciding with the highest per-therm rate and delivery charges. This misrepresentation of usage has led to substantial overbilling.
  It is unreasonable and unfair to assume that I consumed the entire reported volume of gas within a few days. A proper distribution of actual usage across the full period would yield a more accurate and significantly lower billpotentially resulting in savings of several hundred dollars.

  Despite prior discussions and my formal request, National Grid has resumed using estimated meter readings for my gas bill for this montheven though I have consistently submitted actual readings with photographic evidence. This matter was never properly resolved, and the continued reliance on estimates has resulted in further inaccurate and inflated charges.
  
  I seek National Grid to:
  Recalculate my whole bills based solely on actual meter readings during the entire year not only few days. it is residential not commercial.
  Refund or credit the overcharged amount.
  Cease the use of estimated readings.
  Thank you for your consideration.
  **** *******
  Phone: ************

   

   

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

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

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Good morning,I am filing this complaint in reference to a water service line that was damaged while National Grid repaired the gas line on my block in November 2024 (in front of my house). I have called National Grid to have this matter addressed. I was told that someone would return my phone call and come to investigate the issue but no one has contacted me or come to my house. The ************************************** (***) has given me 3 (since January 19th) days to get this matter resolved or they will shut my water off. They recently gave me an extension to Feb 4th to have this matter resolved.Can someone from your office (National Grid) please come to look at the damage done in front of my house? National Grid is still working in this area (***************). The *** has threatened to shut my water off and charge me $1000 to do so. It cost $6000 for a master plumber to come here to fix the water service line that was damaged by the work that was done in the street. I do not have $6000 to pay for this service and I cannot afford to have my water shut off with very small children in my home. I can be reached at ************. Can someone please contact me ASAP regarding this ********* address is ********************************************* Regards,****** ******* ********* ************

• Initial Complaint

  Date:01/29/2025

  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.

  Hi They are estimating bill based on apartments that use gas for heating but this apartment has a separate meter for heating that landlord pays for. we only use gas for cooking which is not often so bill should be $40-$45 a month. They sent an estimated bill for over $200 dollars and now have outstanding bill of $172.35. I called and even sent in a picture of the meter but they are refusing to update the bill and remove the excessive charges. Please have them remove all excessive/outstanding charges to account that are over $40-$56 a month.

  Business Response

  Date: 02/09/2025

  Dear *** ******************* apologize for this late response regarding your billing issue and your account *********** has had a intial review by our  department.Your billing records show you are being bill on  rate SC1A non-heating but as you pointed out  they are being estimated. We see you stated you sent a picture of the meter reading but if possible since you are in a new billing cycle since 2/3/25 can you send us a picture of the current read?. This will be very helpful to us expediting this issue up-to date, the email address is *********************************************************************************. Also please make sure nothing has changed in your contract/lease on what gas service you are responsible for, if  the ** has a temp control device that you can control the heat, you are responsible for the heating cost. Once we receive the information or a second option is scheduling an appt for the tech  to confirm the information, we can begin the process of correcting the account if needed.

  Thank you 

  Executive Response Team

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

• Initial Complaint

  Date:01/27/2025

  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 have called National Grid over a dozen times in regard to no heat in the house. the temperature in the house is 25 degrees. The 2nfloor apartment was put into our name from originally a tenant. we were told on 01/22/2025 at 0830 am that there will be no laps in service. Meanwhile they came late that day and turned off the gas heat. Without coming to the door to ask or talk to someone. We had to buy 7 heaters to try to keep pipes from freezing..No one was able to give me any answer other then someone was coming during 01/23/2025. As of that date @1900 hrs noneone has showed up. I need a high ranking manager to call me ASAP/************

  Business Response

  Date: 01/28/2025

  I received BBB complaint ******** where the customer states he reached out to ********************** grid on 1/22/25 to transfer service back to his mother's name without interruption. I reviewed the account and found the customer spoke with a representative and the representative advised the customer we will transfer service back to him but with a prorated read. The customer wanted an actual reading and was advised to email us a picture of the read and we will update the reading. Unfortunately, the representative never cancelled the disconnection order from the previous customer and the service was disconnected the same day on 1/22/25. The customer called back on 1/23/25 to advise the service was disconnected and shouldn't have been because they called to have service switch back to his mother's name on 1/22/25. The representative apologized for the error and got an approval to send a technician back out the same day. Unfortunately, due to the high increase of scheduled jobs and gas emergency calls, we couldn't get a technician back out until 1/24/25 at 7:15pm. I spoke with the customer and advised. I apologized for the error and not being able to get a technician back out right away. I advised the customer for the inconvenience I will issue a $50.00 credit. The customer says that's not enough because we left his mother in a freezing home, and he had to pay $350.00 for heaters to keep the home warm. I advised the customer I do apologized but the service was off for one day when he advised us it was disconnected. The customer claims the service was off since 1/21/25 and we didn't get there until 1/24/25 at 7:00pm and I'm insulting his intelligence. I advised the customer according to our records the service was disconnected on 1/22/25, you called us to make us aware on 1/23/25, and we were back out on 1/24/25. He claims that is incorrect and we're trying to downplay on what really happen. I assured the customer that is not the case and I'm just going by our records. The customer then stated what about the heaters he spent money on and other damages we may have caused. I advised the customer I'm not sure there is much we can do about that, but I will send him a claims form, he is more than welcome to fill out and submit. The customer also stated when he went to the **************** he was advised his meter readings were wrong. I ask the customer what's the issue with the readings and he is stated he has a reading of 5618. I advised the customer if that is the last reading, he saw then it is correct. On 1/8/25 we received an actual reading of 5606 and when we read the meter to turn off service on 1/22/25 and turn on service on 1/24/25 the reading was 5611.He stated well then, I need to speak with the representative ****** because he's the one who said it was wrong. I advised the customer nothing is wrong with the readings or the meter. The customer stated he will call me back tomorrow to further discuss because he has to help his mother inside. Please see the attached usage history and claims form. 

  Customer Answer

  Date: 01/29/2025

  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 ************** was turned off even according to his own account on the 22nd of January at 428pm. And turned back on January 24th at 730 pm.  That makes it over 2 days that that apartment was at 34 Now whether you have a elderly person or any kind of person living that at in that apartment at 34 with anybody find that acceptable so that is over 2 days that they did not get the gas turned back on so they obviously did not think it was an emergency and have the appropriate people out there to turn the gas on. This person is just playing with words and is an outright liar on what happened I implore everybody to see this and read this and know that national grid is lying cheating and deceiving I have a picture of the reader meeting which is time-stamped on the 22nd which totally negates what this gentleman is saying to you at the Better Business Bureau And it's for him offering $50 let me ask you this who will sleep in an apartment at 34 for 2 days and think $50 is worth sleeping in that apartment I have called them **** a dozen times between the 22nd to the 24th and even when they had an emergency service call there to check for leaks on the night before they still would not turn on the gasHere]. And besides there was an emergency service call because there technician turned off the wrong apartment first and then turned off the apartment that they believed was supposed to be off

   

   

   

   

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

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

  Business Response

  Date: 01/31/2025

  I spoke with the customer on 1/29/25 and he states he seen my ***ly to the BBB complaint #******** and disagrees with my timeline. The customer stated I'm giving force information by stating we were out the next day. I went through the timeline with the customer and advised according to our records he called us on 1/22/25 at 8:18am to have service transferred to his mother's name. The same day at 4:42pm the service was disconnected. On 1/23/25 at 10:09am the customer called to make us aware the service was disconnected. We then put in a same day order to have service turned on. The tech arrived at the home to turn on service on 1/24/25 at 7:15pm. The customer stated even if that is correct, he was still without service for 2 days leaving his mother in a freezing home. I apologized once again for the inconvenience and stated this is why I applied a $50.00 credit. The customer stated that isn't enough for the hardship he had to endure for 2 days due to our negligence. The customer also stated we turned off his other tenant by mistake and once we realized turned back on the meter but never advised the customer. When the tenant got home, he had no service and had to call ********* to relight his gas appliances. He also stated he thought he smelled gas and had to call us to come back out, but no gas leak was discovered. The customer stated the tech wouldn't turn back on the service. I advised the customer normally if a tech is out on a gas leak and the service is off, they won't turn on service. They're specifically there to address the gas emergency. The customer didn't like that response and asked about the reading we took. I advised the customer we took a reading on 1/22/25 of 5611 when we disconnected the service and again when we turned on the service on 1/24/25. The customer stated that's incorrect because he took a picture of the meter on 1/22/25 and the reading was 5618. I advised that's not what the tech read but we can adjust the ****** to that as his start reading for 1/24/25. The customer got upset stating the company doesn't know what they're doing and would like to speak to someone higher than me. He also stated when he went to the *************** he asks to speak with a supervisor and was advised no one wasn't available. I advised the customer the supervisor who is usually at that location works another location as well. It is possible he wasn't available that day. The customer feels like then the *** should have taken down his information and had his supervisor call him when he was available. I advised the customer I understand but I will escalate this up and have someone reach out to him. The customer also stated he will be letting Newsday, and his legislative know this is how we do business. The customer also stated he tried to view the claims form but wasn't able to open it and would like me to mail it out. I advised the customer I will have it sent out today. The customer also has an open complaint with the *** case # ****** that has been responded to. 

  Customer Answer

  Date: 01/31/2025

  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] As you can see in the way he's wording this it's a smoking merit situation he also acknowledges that the gas was turned off and it was there fault  He also tries to downplay the meter reading when I have a timestamp meter reading of a different number than what his technician supposedly says the meter reading is So how could that possibly be again I have a time stamp picture of the meter reading so they're outright lying and this guy is trying to make this into a big paragraph reading for you guys to read thinking that you guys will get tired of reading all his nonsense and say okay there's not much that can be done And yes there is an open complaint with that other organization in ************** These companies need to be held accountable for their interests questions their lies and they're unrightful dereliction of duty to help people out in time of need When this service was cut off it was the coldest days in the in the year his own time-line shows 2 days of none service. Why not be a man and handle this with honor and respect 

   

   

   

   

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

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

• Initial Complaint

  Date:01/20/2025

  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.

  June 2024: I moved into my current residence and immediately noticed that National Grid was billing me based on estimated readings rather than actual usage.6/28/2024: A technician came to replace the gas meter. However, the June bill was still based on estimated readings. I called customer service, and a representative told me the meters battery needed to be replaced.7/12/2024: Another technician replaced the battery in the meter.7/17/2024: Julys **** ***** showed estimated readings. I called again, and the representative said it might take up to three billing cycles for the changes to reflect.AugustOctober 2024: Despite waiting for three months, my bills for August, September, and October still showed estimated readings. I called again.11/4/2024: A technician replaced the gas meter again. However, Decembers **** ***** reflected estimated readings.1/8/2025: I scheduled an appointment to resolve the issue, but no technician showed up. When I called, I was told the system had automatically voided the appointment because my account had too many ***************************** scheduled. This was done without any notification to me. I discovered that my bill was still showing the old meter number. I immediately provided the new meter number to National Grid via phone and email and requested they update their system.1/17/2025: I called again to check the status of my request. The representative informed me that my meter number had not been updated, and she could not explain why. She forwarded the request to another department, but I was told I have no way to contact that department directly. I now have to follow up again next week.I have attached copies of my bills since July 2024 and emails sent to National Grid.This situation is incredibly frustrating and unacceptable. National Grid's failure to address this issue has resulted in exorbitant estimated bills, despite the fact that only two people live in the house with minimal gas usage.

  Business Response

  Date: 02/09/2025

  Dear Customer,

  Thank you for you patience in this matter and allowing National Grid to complete this process. We reviewe your account up to date and the records show the process of billing you based on correct reading was completed on 1/29/25. It also shows a service appt went to the premise on 1/29/25 was able to gain access and the meter was read and changed. Please be advised because a new meter/ transponder it may take 2-3 billing cycles to sync with the actual meter  which mean you may see another estimated bill which NG will ********** for the correction of the bill, the account was adjusted for the period of Nov/21/24-Jan /24/25  and currently you have an Excess Credit for $279.48. Please feel free to call National ********************* line ************ if you have any more questions or concerns,

  Executive Response Team

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

  Customer Answer

  Date: 02/11/2025

  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:

  The bill should be readjusted with below information:

  July 2024 - November 2024 with old meter number #******* - Meter index 0 - 183. Attaching the picture again:

  The old meter was changed back in June 28, 2024.

   

   

   

   

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

  
  Sincerely,
  
  ****** **
  
  
  
  
   
  

  Business Response

  Date: 05/01/2025

  Dear Customer,

        We apologize for the delay in answering this complaint but our records show you escalated this matter to the *** on 1/31/25 case # ****** to investigate.

   

  Regards,

  Executive reponse team.

  Customer Answer

  Date: 05/16/2025

  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:01/14/2025

  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.

  May 26, 2023 National Grid breached my gas bills to Good Energy without my consent or knowledge. because I am on paperless billing, I never received a bill, I received an email stating what the amount was and the date it was due. for 20 years I have only paid National grid for gas and was not notified they sourced out the supply charges, which as per National Grid, are substantially higher than they would charge, to this company, that I had opted out of, as soon as I found out, however 18 months have gone by and I was over charged for gas heating. National Grid has now breached my security by giving Good energy personal information, such as social security numbers, address, and information only given to National Grid in the hopes of getting Home energy assitance through the Heap Program. I never had a contract with Good Energy, and I never signed anything allowing them to receive monies for Gas, which I have always paid National Grid for. I feel as though Good Energy has raped me and I am unable to purchase food this month in order to pay for heat.

  Business Response

  Date: 01/17/2025

  I have emailed ******** ****** today 1/17/25 4:35pm at ****************** advising we have received their complaint entered through the Better Business Bureau. I will be handling their complaint. I have attempted to call the customer on January 15, 2025, at *******, and January 17, 2025, at 8:41am, on the contact number ************* listed on their complaint and left a message. I have advised in their convenience, please feel free to contact me at ************* Monday-Friday from 8:00am-4:30pm or via email. I will attempt to contact ******** ****** on Tuesday January 21, 2025, as Monday is a holiday.
  
  
  

  Customer Answer

  Date: 01/21/2025

  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]

   My telephone number is ************  I have not received a telephone call from anyone as of today January 21, 2025.  The number  ********** is not my contact number,  it is a fax number .  I did not authorize or sign a contract with Good or direct energy.  My contract is with national Grid! I am being discriminated against by these companies because I use natural gas to heat my home, and they are taking advantage of me.   If I had oil, they would not have illegally and with out my knowledge,  changed my contract with National Grid.  They are now aware of personal account information, such as my account number, which they are not privy to!  Thats called stealing, my personal information, otherwise know as identity theft!   

   

   

   

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

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

  Business Response

  Date: 02/11/2025

  On February 11, 2025 I reached out to ****** and ***** from Good Energy via email. The $100.00 gift card the customer will be receiving shortly. I will send an email to ******** ****** in a week to confirm received.
  
  The $50.00 Good Will credit posted onto the customers account on 1/28/25 by ********************** Grid will reflect on the customers February bill due in March. The total amount due after the $50.00 Good Will credit is $155.24. I have attached the customer **** ****** date 1/27/25. The complaint is settled no further action will be taken.
  

  Customer Answer

  Date: 02/11/2025

  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:01/10/2025

  Type:Sales and Advertising 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 initially made a service appointment with National Grid on 12/30/2024 when I called to find out why my billing statement for December 2024 had increased by 136% (yes, 136%), when the previous month of November 2024 had already seen an increase of 84% compared to the previous month in October 2024. The phone *** made an appointment for me for Tuesday, January 7, 2025. Since that initial phone call to National Grid on 12/30/2024, I had called back three different times on three different days leading up to the day of the actual appointment to confirm that I had an appointment scheduled for a technician from National Grid to come out to my building to change the meter or reading device as I had been told during that first call on 12/30/2024 that I'd been receiving estimated bills only all along, for the entire time I had an account at my current unit, due to the meter was not capturing correct usage info and I would need a new meter (or subsequently, during the third call I made to confirm I had an appointment scheduled, device for the meter) installed. On the day of the appointment, today, Tuesday, January 7, 2025, as the time was approaching the final hour of the 8-hour window I'd been given for the appointment all along ("your appointment window is from 8:00 AM to 4:00 PM"), I called back a fourth time to National Grid only to be told that yes, I do have an appointment scheduled for January 7, 2025, but we do not see your address as one of the addresses included on the daily list of addresses assigned for an apppointment.When I asked the phone *** to transfer me to a supervisor at National Grid today, the supervisor was least helpful and could not provide any information. I think this company is scamming its customers. When I had been paying bills that were totaling $20-something per billing cycle a month on average only for the bill to jump to $44 and then over $100 two months later is a real, undeniable scam. Please help sort this out ASAP.

  Customer Answer

  Date: 02/03/2025

  At this time, I have been contacted directly by National Grid USA regarding complaint ID ********, however my complaint has NOT been resolved because:

  The original issue prompting this complaint to be filed has not been fixed or resolved. It still remains unaddressed.

   

   

   

   

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

  Sincerely,

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

  Business Response

  Date: 02/09/2025

  Dear *** ************ are reviewing you account information for a quick resoluiton . We will update you via email regarding any updates.

  Thank you for your patience

  Executive Response Team

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

• Initial Complaint

  Date:01/06/2025

  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.

  National Grid is knowingly sending debt to a debt collector despite acknowledging that the debt has been paid in full. This has had an impact on my credit score. Every time I call National Grid, they say that the debt has been resolved but fail to inform the debt collector. The debt collector has indicated that they have not received any discourse from National Grid.

  Customer Answer

  Date: 01/07/2025

  Better Business Bureau:
  
  I have received communication from National Grid that they have reversed this charge, in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *** ****