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Business Profile

Natural Gas Companies

National Grid USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Natural Gas Companies.

Complaints

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

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    Customer Complaints Summary

    • 163 total complaints in the last 3 years.
    • 74 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/29/2023

      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 was a National Grid customer at my former address ******************************************, Brooklyn, ** ***** from February 15, 2021 until moved and changed address on November 1, 2022. On November 1, 2022, I called to cancel service and we informed the account would be closed. In March 2023 I received forwarded mail from my former address - it was a bill of over $400 from National Grid. I called to make sure the account was closed and to resolve the bill. They informed me there was not record of me trying to close the account and it was still in fact open. The person who moved in to my apartment after me had been racking ** credit on my account. In October I received another bill forwarded from my old address for $443 now. I called to see why this was. I was informed that the account was still open - after requesting 2 times now. I filed a dispute for the bill and provided several pieces of documentation that support that I left that address on November 1, 2022. After getting a voicemail that from National Grid on November 20, 2023 stating a service tech would be out to lock the meter, I called back. I requested to know the status of my dispute. It was denied for not providing proper documentation in their words. Ideally, I would like to get my bill resolved so it doesnt go to collections and affect my credit score. I would also like to see a change to they way National Grid conducts there business. Nothing was passed to me in writing or over email - it was all over the phone. I should not have had to call to fined out the dispute had been denied. That is information I believe should be emailed to the customer as soon as it is available.

      Business Response

      Date: 11/29/2023

       

      Dear *******************************, 

      We apologize for any inconvenience you may have experience when closing your account at your old address. We have tried to contact you by calling the phone you provided on this complaint and there was no answer. Please give us a call at your earliest convienience so that we can discuss the matter further. Our office phone number for the Office of the President is ************.

       

       

      National Grid

      Office of the President

      Customer Answer

      Date: 12/12/2023

      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:

       
      Good evening, 
       
      I am writing because I got a notification that my complaint had been closed-out, but it is still unresolved. 
       
      National Grid had reached out requesting that I submit a couple of documents. I did as requested and even emailed them again a few days later when I did not get a reply. I asked that they confirm receipt of the requested  documents and they did not reply. This has been an ongoing pattern with this company and part of the reason I started the complaint. 
       
      Please let me know what my next steps should be. 
       
      Very respectfully, 
       
      ******************************** **** 
      **** ***** ***** 

       

       

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


      Sincerely,

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




       

      Customer Answer

      Date: 01/08/2024

      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:

      National Grids response was that they would get back to me. This has been their response for the past month now. I will not accept this as a response until the issue is resolved. 

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 02/01/2024

      Dear Customer

           As per ********************** Grid records for your account # *****/*****, your dispute of the final bill for $443.05 was reviewed and corrected on 12/29/23  to reflect a new final balance of $157.93, The final responsibility date on this final bill is 11/30/2023 and this statement was forwarded to ****** ** *** ****** ** *****. We attached a copy of the final bill statement to this case.

       

      National Grid Executive Response Team

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

    • Initial Complaint

      Date:11/28/2023

      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 was doing construction in my building on 11/20/23, with the gas being shut off. I was away for the Thanksgiving holiday and arrived back late on Thanksgiving evening, 11/23/23. I tried calling on 11/22/23 to set up an appointment for 11/24/23 but National Grid was closed for the holidays, leaving me without stovetop gas or hot water from 11/23 to 11/28. They could only offer an all day appointment on 11/27/23, and I could not take off work.For National Grid to be available during holiday weekends or to not do construction before holiday weekends - it seems ridiculous they can turn everything off at a moment's notice without offering viable solutions for the customers. I understand it's for safety reasons, but telling customers to take cold showers in wintertime and shave their face with ice cold water is unconscionable. I had to order in food as I could not cook, which is something I did not want to do as I was looking forward to home cooking meals after being away for holiday. I ordered approximately $145.39 worth of take-out because

      Business Response

      Date: 12/05/2023

      Dear Customer ,

      ********************** Grid apologizes for any inconvience this process may have caused you during this gas restoral process. After reviewing your complaint issues we are happy to see your gas was restored on 11/28/23 although it wasn't the date you requested. It was unfortunate the service was locked for safety during a holiday week because the availability of service technicians are less unless and those that are working specifically handle gas emergencies. Our records do  show several accounts were restored on 11/21/23 and a National Grid technician did try to restore the service on 11/21/23 but was unable to gain access because as you stated on the complaint you were not available. The next available date because of the shortened week was on 11/27/23 which was approved by National Grid Dispatcher for your area. You also stated in your complaint you had to spend $145.39 for groceries during the time your gas was off, this issue will have to be presented by you to our ************ We took the liberty of sending you a claims form via email to be completed and sent back to the claims **** for review.

      Regards,

      Executive Response Team

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

    • Initial Complaint

      Date:11/28/2023

      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 had 2 National Grid accounts on investment property, once I sold the property back in 2021 I called National Grid to ask for the service to be stopped. apparently, they only closed one out of the 2 accounts, which resulted in 1 account remaining open in my name for a year without my knowledge or permission after the new owner finally closed my account, ********************** Grid took the balance and sent it to collections instead of transferring it to my active national grid account and they never even once called me to notify that the account was open for that duration or that there was a balance. the collection agency is ************************ and they reported this account to my credit, I just got denied a mortgage loan because of this, and I'll lose a lot of money. i paid the collection directly with Transworld, and ultimately I need a check back for the amount that was billed to me after i called National Grid to close my account ********************** Grid has my contact information since I maintain an active account with them. this collection needs to be recalled by National Grid from the collection agency ASAP since I need to get approval for mortgages by the end of this month please resolve this ASAP and like how it was resolved the property address was *********************** ********* ** *****

      Business Response

      Date: 11/29/2023

      Dear Customer

      ********************** Grid Executive Response Team recieved your BBB complaint on 11/27/23 and your request is being reviewed. We are sorry that this issue cannot be resolved in the time frame you are requesting because of the process of fixing credit information which will involve National Grid and the *************** Once our review is done you will be contacted with an update.

      Regards,

      Executive Response Team

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

       

       

      Customer Answer

      Date: 11/30/2023

      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 can not wait too long for this to be resolved, the lender that is giving me the mortgage will back out of the whole deal if this is not resolved, and since national grid is at fault here, its on them to get this resolved very fast. 

      and the collection agnecy does have the option to delete an account like that off the credit reports overnight. 

      since this is due to national grid negligence, i ***************************** grid for damages if i will loose any money because of this collection appearing on my credit report. 

       please see to it that that should not happen. 

       

      thank you 

       

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 12/13/2023

       

      Hello ***************************,

       

      National Grid apologizes for any inconvience this situation may have caused and would like to help resolve this matter. Please call the Office of the President at ************ to discuss this further.

       

      National Grid 

      Executive Response Team

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

    • Initial Complaint

      Date:11/20/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      National Grid is trying to extort the heirs of a property into paying an estimated bill for unmetered services that cannot be proven on their behalf & never occurred. They want ******** for estimated ******** that never occurred. Using a Theft of Service unsubstantiated claim they seek to force the heirs to pay a billing that did not occur. They were caught red handed trying to fabricate the story.

      Business Response

      Date: 11/21/2023

      Dear Customer

               This issue was addressed in your ************** Case #****** which National Grid received on 11/8/2023.

       

      Executive Response Team

       

    • Initial Complaint

      Date:11/10/2023

      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.
      Con ****** has overcharged me for electric $111.41 for a month that I was not even hom all month.They will not answer their calls for over 1 month of me calling them. And messages saying that I am contacting them outside of business hours during business hour times, and that only emergencies are being tended too. etc. and hangs up on me.

      Business Response

      Date: 11/17/2023

      VIA ELECTRONIC DELIVERY
      ***********************
      RE:      BBB Complaint Number ********

      This letter is in response to your correspondence submitted to the Better Business Bureau on November 10, 2023, regarding a concern with your monthly billing amount.

      In review of the correspondence submitted to the Better Business Bureau, it appears this letter was sent in error to The Brooklyn Union *********** d/b/a National Grid **.

      There is no address denoted on your correspondence for the Company to review if you have service with us. In your complaint, an issue with ********** was mentioned.The contact phone number to reach them is **************.

      If you do have any service-related inquiries regarding a National Grid bill, please contact our ************** at **************.

      Respectfully Submitted,

      ****************
      Office of the President 

    • Initial Complaint

      Date:11/02/2023

      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.
      10/10 made payment on account for $200 and spoke with national grid customer rep and was told account was not scheduled for shut off and was ok 10/11 electric was shut off 10/11 made payment over the phone for the demanded $666.41 to get the electric turned back on.10/12 electric was turned back on after 7 calls 10/23 received call about missed payment 10/23 called National Grid and was told it was an error on them for not updating the account and to wait until 11/2 to check again. Rep stated the account had defaulted back to previous payment plan of $56.72 a month for the next 12 months in addition to whatever usuals costs would be each month. She also stated no payment due until 12/12.11/2 check account online and account is marked for shut off for non payment. Spoke with a rep that said I was lied to by last rep and the only payment plan available for the account is to pay the balance of $666.42 40 days from account turn on which is 12/12.I was never told nor did I agree to the 40 day payment. I was only ever told the $56.72 monthly plan.

      Customer Answer

      Date: 11/02/2023

      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:10/17/2023

      Type:Billing 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.
      Again, NationalGrid never ceases to amaze me with their incompetence and unwillingness to address their self inflicted problems.I get a charge for 210 dollars for balanced billing There is a "claim" of insufficient funds when this is not the case No way to undo this claim, or push back on this claim, or really, do anything other than suffer.

      Customer Answer

      Date: 11/10/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:10/12/2023

      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 moved out my apt in *** in July. Balance for national grid was paid in full and I asked them to stop running service to the apartment. I received a notification of a bill and pending collection request for the made up amount they claim I owe. How can I owe money on a gas bill in a vacant apartment??? They still have not reached out or explained y I have a bill or why it would be going into collections. These people are crooks. Look at their bbb rating. I have been in ******* for 3 months. I should not owe a balance

      Business Response

      Date: 11/02/2023

      Good Afternoon,

       On behalf of National Grid, we apologize for the delayed response and after an intial review of you complaint we saw their was no address or account number provided. We tried to contact you several times regarding this matter on the phone number you provided but there was no answer. Please provide National Grid with your the prior address or account number you want reviewed to *****************************************************.

       

      Executive Response Team

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

    • Initial Complaint

      Date:09/25/2023

      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 reached out to National Grid in the first week of August***** in regards to mixed electric meter issue between 3rd fl meter and house meter . On August 11th, ************************ for National Grid technician to come in on August 16th ***** between 9 am and 4 pm. ( that information can be verified by notes made in the account) . The technician came on August 16th at 12:30 pm to 106 congress, ****** **. After he verified the meter numbers, he told me the meter numbers will be updated on the system around 7 to 10 business days. I reached out again by end of august of 2023 to see if it is updated. I have been told by at least 3-4 people , it was submitted to wrong department which is Shared ***************** It was supposed to submitted to mixed meter department. ( I am sure all recorded lines. You can have easily access to previous conversations). Due to this inconvenience, they gave me a credit of $25i have been on the call with National Grid over ***** hours between august 11th till now. It has caused me so much irritation and stress.Also, I would like to emphasize that per my contract with the 3rd-floor tenant, they are responsible for the utilities. Unfortunately, due to this unresolved mixed meter issue, I am currently bearing the cost of their electricity consumption Today, September 22nd, I received a letter from shared meter department that they schedule an appointment on October 10th at 9 am to investigate/ send an technician to the meters. The technician already came/verified on august 16th*****. It has been 34 days. It is ridiculous. I want them to update the meter numbers on the system right away and not make me wait any time longer.(Also Called shared metering department so many times they said it is a mixed meter department issue.)

      Customer Answer

      Date: 10/19/2023

      Better Business Bureau:

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

      Sincerely,

      ***** *****

    • Initial Complaint

      Date:09/14/2023

      Type:Billing 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 PUT ME ON PLAN WITHOUT ASKING ME AND THEY CHARGED ME MORE THAN I USED AND WHEN I TOLD THEM TO TAKE ME OFF THEY ADDED ME MONEY WHICH NOT SURE WHAT ITS FOR, AND THE FIRST FEW MONTHS I WAS CHARGED VERY BIG AMOUNT AND DIDNT USE SO MUCH I NEED CREDIT.

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