Business Profile

Natural Gas Companies

National Grid USA

This business is NOT BBB Accredited.

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Complaints

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

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.

Initial Complaint
Date:07/02/2024
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.
Back in april 2024 national grid claimed that we had a gas leak , the costly issue was quickly rectified by a licensed ****** licensed plumber named *********************** who's registered with national grid .Approximately 2 weeks later , I've contacted national grid in order to replace the gas meters due to old age.. About a week later we started to smell gas , national grid came back and shut off the gas line . Now *********************** who can be reached at ************** denied any responsibility for the additional gas leak discovered by national grid and claimed that national grid is the one responsible for the leak and therefore refuses to make any correction free of charge . I hope national grid will be able to come up with a satisfactory solution to this problem .
Business Response
Date: 07/11/2024
Dear Customer
As per ********************** ************ records for this account they were called on 4/12/24 regarding a smell of gas. When the technician arrived the smell was coming from a part of your piping called a HEADER and the gas was shut off for safety reasons.At that time you were advised a licensed plumber was needed at your expense to repair the problem and once repaired to call National Grid to scheduled an appointment torestore the service. The technician returned on 4/20/24 and rechecked the piping and found the repairs were done and the service can be restored also stating 0% levels of gas in area. At your request a meter change was scheduled for 5/2/24 which a HPT was conducted and the gas was restored to all gas appliances besides the Heating unit because your plumber was waiting on a part. National Grid takes the safety of their customers as being priority and will take all precautions to make sure when they leave the area is safe. Your account show's you made an appt for 7/15 to restore your service completely but it show's each time a technician visited your premise , National Grid followed procedures according to ************** of Buildings regarding this gas issue.
Customer Answer
Date: 07/11/2024
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:07/01/2024
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.
In August 2019, there was a fire in the house next door to my home, which was unfortunately attached to my property. My home was destroyed and I had to immediately evacuate it. Unfortunately, I have not moved back into my home since 2019. The city demolished the house where the fire originated, because of the extensive fire damage. As a result of the demolition, the gas to my house was turned off/disconnected. One of the remaining steps to finally returning home is to have my gas lines reconnected, which only National Grid can do. I have called National Grid daily since November 2021, requesting that this be done. I hired a plumbing company to help me. They have also called National Grid daily and left messages with no response. I was given an email address to communicate with National Grid about turning on my gas. I sent numerous emails since 2020 to National Grid formally requesting to have my gas lines reconnected/turned on. National Grid has not responded to any of these emails either. Right now, I am at my wit's end. Even those with experience in this area have informed me that they have never seen anything like this before. I cannot move in until National Grid reconnects the gas lines. Instead, I am paying the mortgage on the property while also paying rent in the place I am living. This has been going on for years.
Business Response
Date: 07/11/2024
Dear Customer
On behalf of National Grid we apologize for any inconvience this issue is putting you and your family through and hope it can be resolved quickly. As per our records they show you spoke witha **************** Rep on 5/10/24 and was advised because of the fire and new gas piping was done you need gas authorization from the ********* of Buildings). We reviewed the *** website and saw their was no approval by them to have gas restored to the premise. Not having this approval is delaying the process of restoring the service so please contact the *** to have the matter on their end resolved. Once the approval is given please call National Grid with the information so an appointment can be scheduled for your gas to be restored.
Regards,
Escalated Complaint Dept.
Initial Complaint
Date:06/13/2024
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.
Nationalgrid is double dipping my checking account for the month of June. Today I received an email from them stating that $112. 11 would be taken from my checking account on June *******. This amount is not due until July 5, 2024 I want to know why they are taking this money ten days before the due date. On June 2, 2024 Nationalgrid took $171.13 for last month bill.
Business Response
Date: 06/13/2024
This customer is not a customer of Upstate NY ********************** Grid. It appears they are a customer of ********************** Grid Long Island which is a separate Company. Please forward to Long Island BBB.

Thanks
Business Response
Date: 06/14/2024
On June 14, 2024, I spoke to ******************************************** at 12:54pm on contact number ************* and went over billing and payments. Customers bill date 5/9/24 for $ ****** was withdrawn on 5/28/24. Customers bill date 6/11/24 for $112.11 is showing will be withdrawn on 6/27/24.

I advised ****** that the date of the electronic withdrawal may vary due to holidays were our company and banks are closed and bills are not generated on the exact date each month.

Examples

For their bill date 05/09/24 due by June 2, 2024 our office and banks were closed for Memorial Weekend 5/27/24.
For their bill date 06/11/24 due by July 5, 2024 our office and banks are closed for Juneteenth 6/19/24 and Independence Day 7/4/24.

****** was satisfied with my explanation. I also emailed ****** at **************** to have my name ****************,contact number ************* Monday-Friday from 8:00am-4:30pm and email address ****************************************** if needed.
Initial Complaint
Date:06/12/2024
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 canceled my automated bill pay around May 17. My bill was due June 6. I intended to pay on that day using my preferred payment method (different from what was on file for automatic payments). I discovered that they **** a payment without my knowledge on May 23 (2 weeks before bill was due) from my bank account that had been previously used for automated payments.I contacted them online on 5/31 and received a automated response that they would get back to me within 48 hours.It has been two weeks. Never heard back. Attaching screenshot with reference nbr for my contact.
Business Response
Date: 07/01/2024
Dear Consumer,
On behalf of National Grid we are apologizing for any inconvience you experienced when trying to change the information on your account. Our department reviewed your account information and saw that you did speak with a **************** Representative on 5/6/24 and requested to be taken off the auto-pay program, and the request was to begin processing on the next business day .The process to take the consumer off the auto-pay program is not instantaneous and usually takes 7-14 business days to contact the bank and update the account. Although your bill stated your payment was not due until 5/23/24 payments that are made thru auto pay are taken out of the consumers account 3 day prior so your bank and National Grid can complete the process by the due date. If the payment is due on the 23rd of the month and if National Grid requested the payment on the due date and the process takes 3-5 business days, the consumer would receive a late payment charge. The account is no longer on auto -pay so you may make your payments online each month, pay by phone, Apple Pay, mail in check, or speak to a representative.
Regards,
Escalated Complaint Dept
************

Customer Answer
Date: 07/01/2024
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
i was never advised that being taken off autopay is not instantaneous. Nor that it would take two weeks, nor that next payment would proceed as if I had never removed autopay. Had that been communicated during that chat I would have planned it differently. Additionally this was not my experience taking another account off autopay - that was done correctly and the autopay never happened even though the notice was basically the same.
This response is just ti provide a runaround, as I do not accept that explanation and am convinced that what happened was the result if their billing upgrade.

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

Sincerely,

***************************
Initial Complaint
Date:03/18/2024
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 have been facing nonstop harassment from National Grid. They always refuse to let me pay my bill or alleged charges and then they charge me late fees for their own constant refusal to let me review my bill or pay any part of it. I called National Grid multiple times in an attempt to pay my bill. National Grid repeatedly hung up on me and also harassed me. These calls have caused my jaw lasting, searing pain. Then on the national grid website, national grid did not present to me any" Pay as a Guest" option and began repeatedly pressuring me into logging into a profile which is impossible to keep track as I have many, many national grid profiles that national grid has forced me to make for various service addresses. National Grid refuses to stop conducting themselves in an extremely vile, injurious, and fraudulent manner.
Business Response
Date: 03/20/2024
Dear ********,
Our records show you have reopened an ongoing complaint with the *** ************************* (PSC) with case# ****** for the same concern submitted to the Better Business Bureau (BBB) under complaint ID# ********. Your complaint with be handled through ******* and will be closed through the BBB.

A copy of the letter included to the Better Business Bureau has been sent to the email address you provided of ********************.
Initial Complaint
Date:02/27/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Starting in September my National Grid bill for gas/hot water/heat skyrocketed almost 10 times what it had consistently been. The meter in the building was serviced around this time and since then my bill has been consistently not reflecting my gas usage. I have a thermostat in my apartment and have not turned on the heat since moving in (I use a space heater).I have called National Grid multiple times over the last few months to urge someone to investigate my case, After calling multiple times someone was supposed to investigate my case and I was due to hear from them in two weeks. This was over a month ago, I called again and they told me there is nothing they can do and no one I can contact to resolve this problem. I have lost hundreds of dollars at this point over incorrect meter readings and have not been able to get any form of action from National Grid or any information of who I could contact within the company to take action. This issue has taken a huge toll on me and I am seeking a correct reading from National Grid as well as a refund for all the mis-billed months I have paid. October 11-November 12th: Bill# ******* Amount paid: $294.03 November 13th- December 13th: Bill# ******* Amount paid: $312.34 December 13th- January 13th: Bill# ******* Amount paid: $311.02 January 13th- February 13th : Bill# ******* Amount paid: $343.81
Business Response
Date: 02/28/2024
Dear Customer
On behalf of National Grid, the Escalated ************** apologizes for any inconvenience this issue has cause will start working on a speedy resolution. We will be reaching outto you to speak about this issue in more detail and also keep contact by your email address.

Regards
National Grid Escalated **************.
************

Customer Answer
Date: 03/07/2024
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:

I still have not heard from National Grid, I am hoping the BBB can help me resolve this. I have a technician coming from BBB to my apartment 3/8/24 to inspect the gas and we will figure out to resolve it from there.

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

Sincerely,

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

Business Response
Date: 03/20/2024
***** Customer
As you requested a High Bill ************* was conducted on 3/8/2024 and we do have its results. The physical investigation was just part of this process , the account now has to be reviewed to see if the information collected warrants National Grid contacting your Management/Landlord with the results because they may have to make changes to your gas line or National Grid may have to make changes to your account. If the investigation showed there is nothing connected to your line and you are responsible for the complete bill you will be contacted by a respresentative .When our respresentative spoke to you on the phone they informed you a hold was placed on your account for the disputed amount pending the investigation, this hold is still on your account which makes you only responsible for paying any current bill . Again this high bill process takes a little longer but you will be updated with the end results.
Initial Complaint
Date:02/26/2024
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 contacted National Grid in 1/2020 after opting out of my electric smart meter to make sure they understood that I did not want a smart meter in our home. After reaching out via email (see below) and by phone, I was instructed that I must complete a Residential AMR Meter opt out form and fax it to the appropriate department. I was told if I did that, they would not install a meter.I did this right away and faxed it on 1/21/2020, saving the fax transmittal sheet showing it went through to the fax number on the form. Somewhere along the way, when someone was reading the meter, they must have installed the device without me realizing what was happening. I always made it clear that I opt out with concerns about unnecessary and excessive exposures to EMFs in our home after my son **** passed from an aggressive cancer in 2014. Recently, my other son **** who is 15, has been complaining about headaches. I thought maybe it was the router for our wifi, so I bought him EMF protecting blanket and an EMF protective cap to wear whenever he is in the basement. Then I started to realize that its been a while since someone has read the meter. I know in the past they would just estimate the bill based on previous usage, so I have just been paying the bill without inspecting it. I am a divorced mom who works full time and its a lot to juggle. Im just trying to survive. However, on Friday 2/16/24, I looked and saw the bill said the reading was an actual reading. I lost sleep last weekend waiting for their customer service to be open, and when I called first thing Tuesday morning (Monday~holiday) they confirmed they installed the meter against my written wishes to never have it installed.I am deeply troubled, angry & upset. Multiple calls and emails and no response. No one will make an appointment to have it removed and the emails werent returned. Below please see all relevant documentation. Please help expedite getting this device out of our home.Thanks!
Business Response
Date: 03/18/2024
***************************************** reached out to ******* to remove an ERT from her meter that was put on after she had opted out. The meter is being changed today. The response has already been sent to *******.
Initial Complaint
Date:02/01/2024
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 received a high bill in the month of December for the double of what I usually pay. The amount on the bill for the month of December was $426.96 for a small apartment and the month was not even cold as other years for me to be paying that amount. I called the company and explained my situation and they told me they will send a technician. They technician came to the apartment, he saw it was a small apartment and told me that I should not be paying that amount, to pay what I usually pay during this months. I sent a payment of $226 on January, and I received the bill for the month of January and I have a balance of $200, I called them and I told them I won't be paying that balance since I never used that amount. They told me to go on a fixed payment plan, But is just unfair to pay a bill for $426, I have been living on the same apartment more than 15 years and I never paid that kind of money on that time.
Business Response
Date: 02/02/2024
Dear Customer,
********************** Grid Executive Response Team has received your billing inquiry complaint and look forward to working with you to bring some clarity on why your bill may be higher than the prior months. We conducted an intitial review of your billing history base on your meter reading history from your start date 3/9/22 to present and our records indicate the readings have all been actual.The technician that came to the premise on 1/3/2024 physically read the meter and it showed the readings were correct. During the winter season our customers may see an uptick in their monthly billing cost because we are no longer in the Spring and Summer months and now the customer will start using the heat adding to the billing cost. Factors of a higher bill can be the season,cost,days in billing cycle and monthly usage. On your monthly statement it shows your monthly usage, cost, readings so the customer is shown how the bill was determined. Please review the information provided regarding your billing history and feel free to contact National Grid at ************ if you have anymore questions or concerns,
Regards,
National Grid Executive Response Office

Customer Answer
Date: 02/02/2024
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:

[Your Answer Here]
I do understand that during the winter season my monthly bill goes up, I have been living in the same apartment for more than 17 years, I have not use more gas on December compared to the month of *******. The month of december was not even cold as previous years. So explain me how it went up from $180, $210 to $420 in 30 days? And now in the month of ******* which was colder my bill went down from $420 to $225? That makes no sense, you can check all my bills from previous years and I never paid that amount of money for one month. I totally understand that my bill goes up during the winter season, I do not understand why the double. The technician that came to me apartment told me that the company will review my account for the previous months and years and then they will make a decision of what was wrong with my monthly bill. After that I received the bill for ******* I the bill went down, I called the company cause I have a balance, and they told me to just pay the balance. Which I refused to pay cause I never used that amount of gas in 30 days.

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

Sincerely,

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

Customer Answer
Date: 03/11/2024
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:

I already spent time trying to fix this issue with the company and all they told me was to enroll on a payment plan or ask for help from other programs. And that is not what I want, I have been a customer for over 15 years and never had a problem.

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

Sincerely,

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

Business Response
Date: 03/20/2024
Dear Customer,
********/**/2024, we called you twice at the phone number you provided of ************ to discuss possibly scheduling a High Bill ************* but there was no answer. Please give our call center a phone call at ************ to place a request for a High Bill *************.

Once an appointment has been scheduled, you will need to provide complete access to your gas meter and associated appliances in order for our inspector to determine if there is something out of the ordinary (maintenance, price of gas,weather, lifestyle, etcetera) causing the high bill.

A copy of the letter included has been sent to the email you provided at: ****************

Thank you for your time.
Initial Complaint
Date:01/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
National Grid has shut off the gas to our building while repairs our being made (**** *********, ********* ** *** **) however, I continue to receive a monthly bill from them and have not been able to have the bill resolved/refund processed. Resolution includes refunding the auto debit for last month and ceasing to issue a bill until gas service is restored to the building.
Business Response
Date: 01/17/2024
Dear Customer
********************** Grid is sorry for any inconvience this issue of the cooking gas being disconnected has caused you and the other tenants in the building. Part of National Grid's responsibility to all of our customers is safety first and when a violation is detected by one of our technicians their first concerns is to make sure the area is safe from any gas incidents. In the case of your building a leak was detected on the gas cooking line prompting immediate lock for safety. Your Management was advised to have a licensed plumber fix the leak issue and once completed National Grid will gladly return to the premise to restore the service quickly. As per your issue with receiving a refund, our customers recieve a basic service charge monthly for having a account in their name
Initial Complaint
Date:01/03/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
National Grid continues taking money out of my bank account months after I moved out.Bank transaction:******* * *******. Post Date / 12/26/2023 -$41.98 I submitted and resubmitted my request to stop service and to close the account numerous times:- that I was going to move out on 10/2/2023.- before I left ********* on 10/21/2023.- again on 11/6/2023.National Grid has not been reachable by phone.
Business Response
Date: 12/26/2023
This complaint was sent to ******* National Grid in error and should be sent to National Grid Long Island. We are two separate company's.
Thank you

Business Response
Date: 01/02/2024
This complaint was sent to ******* National Grid in error and should be sent to National Grid Long Island. We are two separate company's.
Thank you

It has been forwarded along for someone to reach out to the customer
Customer Answer
Date: 01/02/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. ****** *** **** ********* ******** ****** ** *** ** *** ******* *** ******** **** ********* **** ** ****** ** *********
Would BBB redirect the complaint to National Grid Long Island? I dont know how I should or could redirect a BBB complaint.
********** *** ********* ****** ** ****** ********* *** ****** ** ***** ********* ** *********** ** ** ********* ** ****** ************ *** ********** **** ************* ** *** *** ********* ********

***
Thank you.

Regards,
*** ***

Business Response
Date: 01/12/2024
On 1/2/24 I received BBB Complaint ID ******** where the customer states they contacted ********************** Grid on 10/2/23 to disconnect service. As of 12/26/23 the service wasn't disconnected, and he wants a refund. After I reviewed his account, I found no request to have service disconnected prior to 12/26/23. I also found usage being used after 10/2/23. Based on this information no refund can be issued. I emailed the customer and advised. I sent the customer a final dispute form that needs to be filled out and advised we will need a copy of their deed/lease and a utility bill showing the final bill date. Waiting on the customer to respond. Please see the attached response. On 1/3/24 I spoke with the customer via email, and he submitted a final bill dispute with supporting documents that he did submit a stop service request online to stop service as of 11/11/23. The request stated it was received and someone will reach out to the customer to finalize the request. According to our records and the call log the customer sent in, it doesn't look like anyone tried reaching out to the customer to finalize the stop service request. I advised the customer I will reach out to the billing group and have them backdate the final bill date to 11/11/23. Once the account has been backdated, I will advise the customer what his refund is and have it sent out. I apologize to the customer for the error and inconvenience. On 1/4/24 the billing group processed the backdate to 11/11/23 as the final bill date. The customer has a credit of $33.24. I spoke with the customer and advised. He sent me his mailing address and advised the refund will be processed today. I advised the customer to give it about **** business days to receive it. The customer was very happy and grateful for the assistance. I sent the customer a copy of his final bill.

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National Grid USA is NOT a BBB Accredited Business.