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:09/25/2024

      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've been an account holder w/ ************************** for 20 year, in good standing, autpaying bills with an overpayment in advance of bill, with a credit of over $1,000 this past year. I was away for ~2 months, but upon return noticed "corrected final bill" on my latest bill and a refund check for the credit balance.However, upon calling NationalGrid, I was told my account is closed and service may be discontinued, potentially due to another tenant moving into a completely separate apartment. My sole concerns are preserving continuity of my service and account, preserving my credit rating, and crediting or refunding the last autopayment of $75.00, which was received by NationalGrid AFTER the closing date.That said, I was told that "anyone can take over and close another person's account anywhere," without any safeguards or security. Obviously, this could impact someone's life and well-being, as well as credit standing, as well as cause undue hardship I was instructed that the landlord must call NationalGrid (so far, everyone has power over my account, except myself), which I did, but was left with no assurances. Further, the supervisor I spoke was argumentative and more concerned with being "right" and "winning a debate about blame" than being helpful and trying to resolve the issue. I suggested there might be confusion at NationalGrid regarding which unit the account belonged to, but that was not well *********** seems fraudulent that not having done anything wrong to be mistreated as a culprit rather than a ********* short, I just want my gas account back and any overpayment applied to credit the balance, as usual.

      Business Response

      Date: 09/26/2024

      Dear Customer

           On behalf of National Grid we apologize for any inconvienence this issue has caused you and we are in the process of reviewing your information for a quick resolution. After review of your account see you put in a PSC complaint #****** on 9/25/24 regrding the same issues. You will be contacted by our Escalated complaint **** to resolve this issue.

      Regards,

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

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

      Customer Answer

      Date: 10/15/2024

      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:

      Although I have yet to speak to the official response representative from National Grid assigned to the complaint, I did call back and speak with an associate who was very professional, helpful and polite. 

       

      To date, my service has not been interrupted, despite the fact that I have been assigned a new account number, which is positive.  I am still verifying that my overpayment has been appropriately credited, as the linked account information seems to be missing some ********************** but I consider the follow-up with the associate to be steps toward resolution in good faith.

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 05/12/2025

      Dear Customer,

       We were informed by the BBB you were not satisfied with our response regarding you escalating this issue with PSC on 9/26/24 which the issue of your being disconnected in error was discussed and the account restored in your name. Any billing issues regarding was being worked on when this complaint was made. The account records show the issue's have been resolved and National Grid apologizes for the delay with the resolution.

    • Initial Complaint

      Date:09/23/2024

      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.
      On September 13th I contacted National Grid requesting to start service on an apartment I moved in to. I was told the soonest they could arrive was the 20th of September between 12:00PM and 1:00PM (I paid $25 for a specific hour appointment. By 12:30PM nobody had arrived. I called National Grid and was told that due to an unspecified glitch someone had marked my appointment as canceled at 10AM that morning. The person I spoke to on the phone said they would have an engineer come out later on the 20th to start service. By 5PM nobody had arrived so I called again and was told that the engineer could not access my apartment, which is a lie as I was home all day. They also did not attempt to call me despite claiming they would do so (and I confirmed that they have the correct phone number for me). They now claim that they cannot come to connect the service until September 30th, meaning I will have gone 18 days without hot water or cooking gas.

      Business Response

      Date: 09/27/2024

      Dear Customer

           On behalf 0f National Grid we apologize for any inconvience this issue has case and we see you also contacted the *** case # ****** regarding this issue. As noted on your account this information was reviewed by our Executive Response Team and you received a call back on 9/25/24 to discuss a resolution . The representative stated they offered you an earlier appt which you had to refuse because you will be out of town. You decided to schedule an appt for 9/30 btw 12-6pm because you stated the tech has to go through a store to get access which opens at 10am and you will also be available that day. Please feel free to contact National Grid if you have any other questions or concerns regarding this appt.

      Regards,

      National Grid Escalated Complaint Dept

      Customer Answer

      Date: 09/30/2024

      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,

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



       

      Customer Answer

      Date: 11/06/2024

      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:

      In September I filed a complaint with you regarding National Grid, number ********. I eventually marked this complaint as closed as National Grid was finally able to visit my apartment and set up service.

      However, I have since then been contacted twice by National Grid to pay a 'Final Bill' regarding the closure of my account (which is absurd as I have an account and have gas in my apartment) as well as a balance due for the *************** appointment time I paid for on September 20th -- the original date on which they never showed up, which is what caused me to file my complaint in the first place.

      I have contacted National Grid about this final bill being made in error and was told by a customer service representative that I should fill out a bill dispute form on their website and submit it to them. I did so and received no response. Today I received the bill in the mail again, except now National Grid is threatening to report my non-payment to a collections agency, putting my credit in jeopardy. This is unacceptable. I have attached a copy of this letter to my email.

      Please let me know if I can provide additional information, or if I should file a new complaint.

      Best wishes,
      ******


      Sincerely,

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




       

    • Initial Complaint

      Date:09/23/2024

      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.
      National Grid shut my service off because of non payment. My bank was sending payments to wrong address and National Grid was calling a wrong number. I paid the bill the same night they shut my service. It's even noted on their end. That was five days ago. I have no hot water and no gas. I can't cook nor can we shower. National Grid said they can come September 30th which I said that was unacceptable. They said there's nothing I could do. I called back and spoke to someone else and she promised they'd come that night, they didn't --- called back Tuesday, Wednesday, Thursday and Friday same story all by different representatives. I even spoke to a supervisor. I have children and a sick family member living here and it's been really hard getting through the week and no one seems to be able to help me.

      Business Response

      Date: 09/30/2024

      We received the BBB complaint# ******** from *** ****** ****** concerning having her service reconnected after a disconnect for non-pay on 9/17/2024. She stated that she paid the required amount that evening, but no one came out to reconnect her service that evening or the next day. When she called customer service, she was advised that we would not be able to come out to reconnect till 9/30/2024. The far-off date prompted the BBB complaint.
      For a resolution, we were able to get an appointment date of 9/21/2024 which was completed as per the attending technicians notes. I called the customer to reconfirm that the service was working, but there was no answer.

      Customer Answer

      Date: 10/02/2024

      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:09/19/2024

      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.
      national grid sent tech came over , i have been waiting home all day long , he never showed up . i called national grid they can not hep. the supervisor blamed for me .they asked me to pay to get primer appointment in order to turn on my gas.the following pics is my incoming and outcoming phone calls, none of them from national grid or unknown calls.

      Business Response

      Date: 09/20/2024

      Dear Customer,

           On behalf of National Grid we apologize for any inconvenience this matter may have caused you. We reviewed the technician comments from the date you originally had the appointment and it was noted as a missed appt. We also see an earlier appt was approved for 9/19/24 which your gas was restored and all gas appliances were relit and left on. Although you are stating the supervisor was not helpful in this situation, we see that you spoke with one on 9/18/24 and they were able to schedule you an earlier appt which you were requesting. Please feel free to call National ******************* if you have anymore questions or concerns

      Executive Response Dept

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

    • Initial Complaint

      Date:09/04/2024

      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.
      Cannot get consistent answers from customer service on phone. I would like an email address to ask questions of, and to get a written response from.

    • Initial Complaint

      Date:08/26/2024

      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.
      This Complaint is to bring to light the unorganized appointments to put back on my services after a laps in payment. My 83 year old grandmother forgot to pay her bill and i wasn't notified until i show up to her house to see that her services were disconnected. I then made a payment and did everything that was needed to put back on the services. I was informed that they would be out in the next couple of hours to have the services restored. Not only did the not show up, there was no call or anything to maybe do it at a later date. Then i was informed when i called that they would be out there the next day between the hours of 8am-1pm. Still no call and no show, when i called back to see what was the estimated time i was told that i would just have to " sit and wait" for them to show. My grandmother is elderly and needs her gas to be told to just sit and wait is basically elder abuse. - the services has still not been resorted at the posting of this complaint.

      Business Response

      Date: 09/16/2024

      Dear Customer,

           On behalf of National Grid we apologize for any inconvenience this matter has cause you and your family member.regarding the gas being disconnected , before this action is taken the customer is informed each step taken prior to the final disconnect and  This information is sent by mail,calls,online, and door postings  National Grid follows these mandated regulatory actions given by the State of ****************************. Also National Grid takes pride on our ******************** and make sure if it is a household that has a senior in it is treated with special care so issue like this would not come up. As per your issue with the technician not coming to the premise at the time frame you and the customer service *** agreed upon, you were advised on 8/23 the technicians were running behind because of gas emergencies.which there is no control over. The original appt had to be delayed because of the gas emergencies but the connect was completed on 8/23. Again National Grid apologizes for this inconvenience while resolving this matter.

      Regards,

      Executive Response Team.

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

    • Initial Complaint

      Date:08/20/2024

      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 Feb 23, 2024 I received an erroneous bill from National Grid - inflated by $1182 - 5x the usual amount and I've had steady bills for about 9 years at this address. After checking the meter, I discovered that the meter read does not match what's stated on the bill and the meter running out of control, cycling through the thousands within minutes, thus rendering any meter reads faulty and unreliable. I called this in right away and scheduled the meter to be replaced.While the faulty meter was replaced on March 1, 2024, the bad meter readings noted by the technician, and a dispute opened, the extra charges were never removed from my account. I've contacted National Grid multiple times, speaking to multiple supervisors, trying to provide evidence of the above behavior, only to be told that an investigator will get back to me. This never happened and I'm getting a complete runaround for months.I've been more than patient trying to address this through regular customer support channels, but they are not being responsive at all.(photo/video evidence - *******************************************)

      Business Response

      Date: 09/13/2024

      Dear Customer ,

      Your complaint has been forwarded to the *** and is now bing reviewed . You have been in contact with a representative of National Grid Escalated ************** and was told this matter is being looked into.

    • Initial Complaint

      Date:08/16/2024

      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.
      On Nov 18, 2020 National Grid sent to my old address covering a period after gas service to the building was terminated and all the lines were capped. I had discussed this with a customer service representative who cancelled the charge. I assumed the matter was resolved but National Grid inexplicably reinstated the charge months later at around the time I moved out of the building.I only found out about it a couple weeks ago after I started receiving harassing phone calls by a collections company, ******************* about whom I have filed a separate complaint.

    • Initial Complaint

      Date:07/30/2024

      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.
      On July 16, 2024 A National Grid worker arrived at my home with the intention of disconnecting my service. Fortunately, someone was home and able to pay $1800 at that time to prevent disconnection. The remaining balance was $500+ which I intended to pay in August. When I arrived home today there was a notice on the front doorknob with my full name and balance visible which anyone in my building could have easily read. The box checked off on this notice said "You have an outstanding balance of $529. Please contact us immediately to pay your balance to avoid disconnection." I called National Grid because I couldn't believe this notice was left for me when I paid $1800 only 10 business days ago. The representative ( Fabrict) asked if my gas was still on which I didn't bother to check based on what was checked off on the notice) Since he asked I checked and to my surprise my gas was disconnected. He also stated that after the $1800 was paid I should have called to set up a payment arrangement. However, the National Grid worker who took the $1800 never gave me this information. It's very upsetting that after 10 days of paying such a large amount that someone would be so cold -hearted and disconnect my service for $529 only 10 days later. This is poor customer service and as many years that I have been with this company, this is what I call bad business. Also looking at my account online the $1800 has not been removed from my total balance and it states the remaining balance is $505.38. After making the payment arrangement, I then had to miss a portion of my work day to be home for National Grid to come back and connect my service which was very inconvenient.

    • Initial Complaint

      Date:07/23/2024

      Type:Order 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.
      07/20/2024 $375.00 I find it unethical to pre screen and get preapproval and then be denied. I would like the 150. 00 admin fee which was if you look and lease the fees is waived. I had no evictions on report. Sent from my iPhone

      Business Response

      Date: 08/08/2024

      Good Day,

           Based on the information you submitted to the BBB we cannot track any transaction you have had with National Grid. National Grid territories with covers gas or electric does not charge new customers to open an account if this is what you are referring too. We do however  follow a policy which Commercial ( business) accounts are requested to pay a deposit before opening up new accounts.

      Regards,

      Escalated Complaint Dept

    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.