We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

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.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/02/2025

      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.
      National Grid informed me 4 years after moving that I had an unpaid balances for dates from after I moved to a different apartment. This immediately went on my credit score, as a delinquent account. They told me that I need to file a Final Bill ******** which I did. I provided the necessary information, my lease showing that I moved as well as a paid moving receipt. They unfortunately denied my claim, and do expect me to pay for someone else's bill. I resubmitted the claim a second time, which they denied once more. This is my third time submitting the documents they have requested to prove their error. They have not sent me any bills in the past 4 years for this, and it just showed up on my credit report. When speaking with an employee there they did state they failed to mail me any bills or any information on this. I am still waiting for a follow up from an actual person from their final bill dispute team.

      Business Response

      Date: 01/06/2025

      Dear ** **********************    Thank you for your patience with resolving this matter and as per your account records, your Final Bill ******* form was approved and the account # *****/***** had been adjusted and finalized to the dates on the form. You will receive an adjusted final bill via mail or it can be viewed online. The refund will be sent via check to your forwarding address in 7-14 business days so please call National Grid at ************ to verify the address you want refund to be sent.

      Regards,

      National Grid Executive Response Team

      Customer Answer

      Date: 01/07/2025

      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:01/02/2025

      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.
      I have been waiting over a month to get gas i cannot continue like this

      Business Response

      Date: 05/01/2025

      Dear Customer

           On behalf of National Grid we apoligize for this late response but we our records show you escalated this complaint to the *** case # ****** on 1/16/25 and your issue was addressed.

       

      Regards

      Executive Response Team

    • Initial Complaint

      Date:01/02/2025

      Type:Sales and Advertising 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.
      On Nov 21, I received a National Grid bill amounting to $1,796.87, which was very high compared to my average consumption. I contacted National Grid's customer service to dispute this bill. The representative assured me that the funds would not be withdrawn from my account until the dispute was investigated and resolved. Despite assurances, the funds for the disputed bill were debited from my account. I contacted ********************** Grid customer service again to confirm the dispute was active and to ask why the funds had been withdrawn. The representative admitted that the previous customer service agent had failed to deactivate my autopay. They then canceled the autopay on my account. I was advised to contact my bank to dispute the charge. On Nov 25 National Grid employee visited my building contacting my landlord directly. The employee discovered an issue: I was being charged for both meters at the property. He replaced my meter with a new one. On Dec 2, I received a call from National Grid regarding my dispute. The representative claimed I was being charged for an adjustment. I informed them of the November 25 visit, during which a different explanation was provided, involving the issue with my meter. I said that the charges still did not make sense. They scheduled a follow-up visit for the next day, but the technician arrived when I was not home. I contacted National Grid again. The representative explained that the maintenance report likely had not yet been entered into their system and i should wait. On December 3, I called National Grid again. Despite the November 25 visit and meter replacement, customer service still had no record of this event. The representative advised me to wait until my next bill for further clarity. However, no follow-up communication has been received from National Grid. On December 28, I received a new bill with unreasonably high charges, which are impossible to make sense with my actual gas usage.

      Business Response

      Date: 01/06/2025

      Dear Customer

           As per your account # *****/*****  we saw you also put in a PSC complaint #****** regardin the same issue and spoke to an Executive Response team who states you agreed to send in a picture of your current read. A hold was put on your account intil a review is completed and if needed the account adjusted. We have not received the picture as of today so this will delay the review for a quick resolution. Please submit this information to the email provided Executive Referral NYMetro <*********************************************************************************> so we can start the process.

      Thank You

      Executive Response Team.

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

      Customer Answer

      Date: 01/07/2025

      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
      No image of my meter has been requested tho I did sent a picture of my reading with my complaint. I just followed up with the email that has been sent to me to confirm if another picture is needed.

      Sincerely,

      *** *****




       


      Business Response

      Date: 05/01/2025

      Dear customer 

           On behalf of National Grid we apologize for the late response but their recorfds show you escalated the complaint to the PSC case #****** and the Executive Response Team is working on your billing issues. The records also show a high bill investigation being completed and your waiting for a follow-up.

      Regards

      Executive Response team

    • Initial Complaint

      Date:12/18/2024

      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.
      Overpayment was made to National Grid bill via ACH payment from **** Page ******* Credit. The invoice amount was $30.34. The online check missed the decimal point, and a check for $3084.00 was sent to National Grid on 10/31/2024. A call was made to National Grid on 11/5/2024 requesting a return credit check for $3053.16.I was informed that it would take 2 weeks to issue the refund. Called customer service again on 11/21/24, and was told that it would take 4-6 weeks to return the overpayment. Called again 12/5/24, 12/9/24 and, today, 12/17/2024 and no date given for when the overpayment will be ************, after 2 billing cycles on 12/17/24, they continue to use the overpayment to pay current bills. I am requesting a speedy resolution to return my overpayment. It's been over 6 weeks since they have my money and they still have no idea when my refund will be returned.Thank you for your help.

      Business Response

      Date: 12/20/2024

      This inquiry was referred to National Grid from the Better Business Bureau of NY after **** *******, SCOR, reached out to them. Upon review, I found that the customer of record, *** *******, called ********************** Grid on October 31, 2024, to report that he had made an error while making payment to the account. The balance due was $30.84 and the customer inadvertently paid $3,084.00 in error. The customer was advised that the balance would be refunded.The customer called on multiple occasions and was advised that a refund would be provided, but the refund was not issued.
      I was able to speak with a supervisor in the payment processing department and the payment of $3084.00 was reversed on the account. I spoke with **** ******* and advised that I would credit the account in the amount of $25.00 for their inconvenience regarding this overpayment. We discussed that the balance will now be $221.50, which **** stated will be paid after the credit hits her bank account. I gave **** ******* my name and advised to call ************ if the credit does not hit the bank within two weeks.

      Customer Answer

      Date: 01/07/2025

      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. I received refund for 3084.00 on 12/31/2024.

      Thank you for your help!



      Sincerely,



      **** *******
       





       


    • Initial Complaint

      Date:12/17/2024

      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.
      I've been calling Nationalgrid many times over last 2 months, trying to change my account from non-heating to heating billing rate. It took them 1 month to schedule an appointment with Nationalgrid to have technician come, and I got scheduled only because I called in. I was told that I will see the change made in a week and the bill for December will reflect the correct billing rate. I didn't see the correct billing rate on my December bill and the bill is crazy high. I CAN'T AFFORD TO PAY THIS BILL. THIS IS SO UNFAIR THAT I'M PAYING FOR SOMETHING INCORRECT AND IT IS CAUSED BY NATIONALGRID. Now they are telling me I have to wait for another month, I find it very hard to believe they are working on the update. I don't want another bill with incorrect rate. Please have Nationalgrid update my account **** and reissue my December bill.

      Business Response

      Date: 01/06/2025

      Dear Customer ,

       ********************** rid apoligizes for the delay in handling this matter but there is a process that has to be completed before any rate changes or adjustments are made. Once the review process is completed and the rate is changed and adjustments are made you will be able to view an itemized statement via mail or online. We are sorry we cannot give you an exact date this issue will be resolved but be assured National Grid is diligently working on fixing this issue.

      Regards,

      National Grid Executive Response Team

       

       

      Customer Answer

      Date: 01/06/2025

      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:

      They did not tell me a timeframe of when the billing issue can be fixed. They are continuing to charge me at a wrong rate. It has been more than 2 months since I contacted them. I need them to change me rate ASAP. 

       

       

       

       

      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,

           As per National Grid updated records you rate issue was reconciled for account # *********** on Dec 6, 2024 and as requested the new billing rate of SC1B -Heating now is becing applied .

       

      Regards,

      Executive Response Team

      Customer Answer

      Date: 05/02/2025

      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:12/05/2024

      Type:Customer Service 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.
      Ive been calling NGrid for weeks- never get someone to help. I was approved for ****. NGrid said they will call me to set up a pmt plan- I wont be shut off! No calls so Ive tried to reach them. Today, started calls at 12:12 pm- still calling at 6:35pm. No one will help! Hours of laughing, calling me names & hang **** I now have a 72 hour notice I wasnt supposed to get - they dont care! Im promised call backs I never get.! Was just being transferred to supervisor but put back in queue, on hold. Finally got woman who hollered, at me & hung up! Called bk to find she wasnt a supervisor at al l! How do I get good service from a rude, vile incompetent business? Im done for today. I question the legality here! Its now 7:05 PM.. Been begging for service for six hours and 54 minutes.

    • Initial Complaint

      Date:10/17/2024

      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.
      national grid came twice to my mothers property at ***************************************** ny *****, on 9/17/24 and 9/23/24. the provider drilled holes all over the property in concrete and the lawn and damaged the property and punctured the sprinkler system that required serious repair. They have yet to circle back on the claim and also have not filled the holes in the concrete and the property and in the street. i have everything on our security cameras including the provider. I need the concrete holes and street holes to be filled as the sand is coming up and before it gets cold need to be filled asap.

    • Initial Complaint

      Date:10/16/2024

      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.
      I've been payin the bill tha I have been receiving then in December 2023 they told me my billing was wrong and it needed to be corrected. Since then they have sent me 3 corrected bill and bill every week. Nobody can explain why. try to call customer service and got disconnect. email and never received a response.

      Customer Answer

      Date: 11/10/2024

      Better Business Bureau:

      At this time, I have not been contacted by National Grid USA regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:09/27/2024

      Type:Billing Issues
      Status:
      Unresolved
      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.
      Hello, I have been a valued customer at ********************** for over two years. Ive paid my bill on a monthly basis and Ive always carried a zero balance. However, on September 23, 2024. I received a bill from National Grid USA for $1,222.12. I immediately contacted customer service to rectify this bill, assuming this was an error. To my surprise, the customer representative told me I could sign up for a level billing plan and pay $320 monthly, with no explanation as to how my bill skyrocketed to this amount. **************** offered me no explanation but solely a payment plan. I am shocked and appalled that a utility company could do something like that. I need help rectifying this bill with National Grid because theres no way I have used or consumed $1222.12 during the summertime. Please help!

      Business Response

      Date: 10/11/2024

      Dear Customer,
           On behalf of National Grid we apologize for any frustrations this billing issue has given you and the reason why there was a delay in answering this complaint was because our department had to review your billing account information. As per our review the records show you were on the Balance Bill program which you pay the same amount monthly based which is based on your previous annual usage. As per your billing statements the company will show what your actual monthly bill was but ask you to pay the program amount. Customers that are on this program have their budget reviewed every 3 month to make sure they are not being charged Less or to much on the program based on the actual usage, this means the amount of the monthly budget can go up or down or stay the same. If there will be a change the customer is informed on their billing statement prior to the new amount will start which was available to view online . Our records  indicated  you were on  the program to pay monthly $264  as of your May/24 statement  the amount you owed to the company was $1,374.29 after your payment of the $264. It also show in the records on 9/23/24 you requested to be taken off the budget program which prompted the system to now send you the bill of the actual *** owed to the company. All adjustments have been made on the account and the amount shown on your current statement is the amount due. If you have any questions or concerns please feel free to call the ********************* at ************.

      Regards

      Escalated Complaint Dept

       

       

      Customer Answer

      Date: 10/14/2024

      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:

      Hello,


      To whom it may concern, National Grid still has not explained the increase in my bill. I was on a level billing plan, paying $264 per month, and they increased the payment to $400. This prompted me to call National Grid. The representative told me that they could bring the payment down to $320, but I still don't understand why my bill amount is so high. I also explained to the representative that I had an old gas meter that was recently changed and updated to the new version, so I wonder if the meter was giving incorrect readings.

       

       

       

       

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


      Sincerely,

      ***** ******




       

    • Initial Complaint

      Date:09/26/2024

      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.
      National Grid's customer service is poor. I have spoken to them on at least 5-6 occasions, and no one can explain the bogus charges they added to my bill. My bill went from a balance of around 500 dollars to over 2000 dollars in one month (from Dec 2023 to Jan 2024). They keep putting me in circles with different departments and I have wasted hours on hours with no answer still. Now in September my gas was shut off with no prior notice. They said they emailed me as notification but the email they had on file I never even saw before. Even after my gas was shut off, I still wasn't notified. Not a note on the door or anything. I had to miss days of work to wait for them to turn it on and I have young children and elderly living here in my home with me. We have no hot water, and no cooking gas with no notification of shut off and no explanation of bill. After spending countless hours trying to find out and be proactive on the phone with them, I am tired and exhausted of going in circles. When asked to speak to someone higher than a supervisor, ****(supervisor) at extension **** told me that speaking with customers ends with her, they're managers above first line supervision apparently don't speak with customers. She was the best of the customer service personnel I spoke with but still couldn't help me. Her investigation showed her that it seemed like my payments weren't being applied to the bill because she can see them being made online but not applied to the bill. AGAIN, she couldn't do anything about this except transfer me in circles and waste more of my time. I feel like National Grid is robbing me of my money and as a customer i should know what i am paying for.

      Business Response

      Date: 09/27/2024

      Dear Customer 

          On behalf of National Grid we apologize for any frustration this billing issue has cause you and the Office Of Escalated complaints is reviewing your billing information and once completed will update you on the findings, thank you for you patience in this matter.

      Regards,

      Office Of Escalated Complaints

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

      Customer Answer

      Date: 10/09/2024

      I still have not been contacted by the business.  This issue has not been resolved at all.  

      Business Response

      Date: 10/14/2024

      Dear Customer

           We took the liberty of using the email you provided the BBB to contact you regarding this billing issue and for privacy concerns we cannot post specific billing info on this response. Please she the attached information sent to the email you provided and feel free to contact us if further explaination is needed.

      Regards,

      Executive Response Team.

       

       

       

       

    National Grid USA is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.