Complaints

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

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  National Grid USA

  1 Metrotech Ctr Brooklyn, NY 11201-3948

• 

  KeySpan Energy Corp (Perth Amboy)

  1050 State St Ste 6 Perth Amboy, NJ 08861-2050

• 

  National Grid

  PO Box 9037 Addison, TX 75001

• 

  Key Span Energy Corp (Queens Village)

  22240 96th Ave Queens Vlg, NY 11429-1338

• 

  KeySpan Energy Corp (Bklyn)

  101 Forrest St # 10 Brooklyn, NY 11206

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:09/05/2023

  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.

  9/1/2023 I received a statement about my accounting being in a deliquency, despite the fact that I have paid my bill in a bi-weekly fashion and have been consistent in paying my bill in accordance with the payment agreement. I get a notice saying I owed a balance, and then when speaking with both a representative and a supervisor, I am being told something that wasn't told to me upfront when I agreed to this process. It is not enough that I am paying my bill, but now im being told that i have to pay it all upfront, regardless to the fact that I am in a financial hardship and have, in good faith, made every effort to pay my bill and have done so consistently since the agreement was struck. Since National Grid cannot change my due date, and lowering the amount of the installment will not pay off the past due balance in 12 months, i cannot raise nor lower my payments. This is absolutely disgusting.

  Business Response

  Date: 09/06/2023

  Dear Customer 

  As always feel free to contact National Grid regarding all gas concerns and they apologize for any inconveniece this issue *** have caused you. As all our customer are aware their is a due date set for monthly payments to be made by and this is so bills don't overlap causing you to receive a late payment charge. We understand many of our customers for whatever reason *** not be able to pay by the due date set but National Grid does work with the customer if a later date is needed. The date given would be before the next meter reading so the customer won't receive any late payment charges. The payment arrangement you are currently on no deposit was required and the balance spread out into 12 monthly installments, If more time is  needed to pay off those arrears you can always apply for a low income payment arrangement. For the 0 dp and the balance is spread out into monthly installments at $10 pr month, you must complete a financial disclosure form and submit credible proof of your financial hardship.This is offered to all customer and they can apply on the website or go into one of our District Offices with the information. I enclosed the link on this response to apply for the **** online :****************************************************************** and the return address. If you are applying for this type of agreement please wait for a response within 3-5 business days or call the company regarding its status.

   

• Initial Complaint

  Date:08/28/2023

  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.

  In January of this year, a National Grid work crew cut through our inground sprinkler system during the course of replacing gas lines on our street. The cut ended up being completely unnecessary and we knew that it would be a huge problem for us in the spring when we needed to turn the sprinkler system on. We reported the problem to the crew's supervisor who said that they'd fix the damaged sprinkler line and reseed the damaged grass area. When the crew made their repair, we could see that the sprinkler line was not tightly reassembled. We expressed some doubt as to how well the repair was done but had to wait until spring before turning the system on to test it. We tested the system in April and found that it was leaking badly in the exact place where National Grid had made their repair. To avoid wasting water, we had to have the sprinkler line fixed by a sprinkler professional and had to pay $200 for the repair. We were out of town for several weeks but called National Grid on June 26th and spoke to ********* at 3 pm. ********* said she'd send us a claim form. We waited, but the claim form never arrived, so we called again on August 15th and spoke to ***** at 3:20 pm. ***** said that there was a record of our complaint but that no details had been captured. Misha emailed a claim form which we submitted (Claim #**********) along with images of the work crew back in January plus our repair receipt for $200 in April. We called on August 25th to get a status of the claim but got a recorded message saying that no one was available to speak to us, and then instructions on how to get a claim form. We feel like we're in an endless loop and that our plight is being ignored by National Grid. We want National Grid to reimburse us for the $200 repair we had to make after they damaged our inground sprinkler system back in January.

  Customer Answer

  Date: 09/22/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding National Grid USA has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:08/23/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday August 22nd I received my electricity bill from National Grid which was for $966.21. I immediately called them to get an explanation as the most it has ever been is around $225-$230 in the summer months when we run the window air conditioners. They claim the bills I have gotten from February 10th to August 14th where only estimates. They also claimed that a new meter was installed in early August but no one ever called, emailed or sent anything through the mail to inform me of this change. I pulled up all my past bills that covered this same time frame and started to do the math. The only number on the bill that is accurate is the adjustment for the credit of what we have paid to date $786.73. The National Grid Services charge should be for $743.17 yet on the bill it is $788.53. The ********************** charge should be for $747.00 but it is for $964.41. There is also a past due amount on the bill which is incorrect as I paid the bill for $184.81 on 8/9 and it was received by National Grid on 8/10 and the due date was 8/12. If you add up the National Grid Services of $743.17 and Other Supply Services of $747.00 it should be $1490.17. Then if you subtract the credit of $786.73 the total due should be $703.44 and not the $966.21 as states on the bill. I spoke with someone this morning and asked for a supervisor to call me back in regards to this. The bill is due on September ********* will not pay it until this gets resolved. This does not even address the other issues with the bill like why would my electric bill be higher in February and March then in May and June when the air conditioners are in use? We have oil heat so that makes zero sense. I am hoping this complaint will help to expedite this issue so we can get it resolved.

  Customer Answer

  Date: 09/17/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by National Grid USA regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:08/22/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent the following question/concern in to national grid on 8/19/23 Still No word from Nat Grid - so I thought BBB could help this situation along ...Why is my bill so much higher? I don't use heat in the summer...I don't cook with my gas stove in the [link removed] WHY is this bill so much higher?

  Customer Answer

  Date: 09/18/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by National Grid USA regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:08/16/2023

  Type:Order 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.

  The company reads the meter remotely when an agent comes to our address. All bills up to July 24,2023 have been ESTIMATED. Although I recorded a reading as the customer on June 22, I did not submit it using their automated system. A representative I spoke to at the end of June told me I had to allow an agent to access the meters because they suspect that the "battery may need to be replaced". I recorded another reading after July 24 and submitted it. Then I received a terse note saying that the customer reading is suspect/inconsistent. This is the only communication I have received in at least two years. I have two meters and the other meter, according to the representative I spoke to August 16, is fine. An agent is scheduled to check the equipment next week. My payment history reflects that I aggressively tried to correct arrears. I think this company looks "suspect" when it only makes an issue about the larger bill.

  Business Response

  Date: 08/24/2023

  Dear Customer

               National Grid apologizes for the delay in answering this inquiry regarding you gas bill and thank you for scheduling the appointment to read your meter. We reviewed your account and saw your monthly reading were being estimated from 2/28/22 until 8/1/2023 when you provided a meter reading index of ****. The adjustment of the estimated bills was based on your calling in a actual reading and the adjustments covered a 124 day period. National Grid sent a technician out on 8/22, 21 days later to again retrieve a reading and to change the meter and the itemized bill sent on 8/3 will show the billing correction information with the positive credit left on your account. As per you request to have phone conversations available to the public, I am sorry those records must be subpoena by the courts.

  Nationl Grid Executive Response Team

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

   

   

• Initial Complaint

  Date:08/09/2023

  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.

  A new gas meter is required at our residence. ******* already ran a new gas line and the local permit required has already been obtained, yet every time we get an appointment for the field techs to come they don't show up. We haven't had hot water since we moved in on July 14, 2023. The old meter has been sitting here from the previous owner, old and disconnected, which we were told by Dispatch to have available for the field techs. We are both over 70 years old without ************* for 3 weeks, and all we want is for ******* to finish the job they started.

  Business Response

  Date: 08/09/2023

  This BBB case was sent to ********** National Grid and belongs with National Grid Long Island. We are separate Companies. Sorry for the inconvenience and thank you in advance.

  Customer Answer

  Date: 08/09/2023

  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:08/07/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our previous roommate who handled our National Grid account canceled our ******************** to end on July 31, 2023.I called August 1, 2023 to set up an account at our address (************************************, Brooklyn, **, *****) and was given the account number **********. In the evening of August 2, 2023, we went to cook dinner and the gas to our apartment was cut off. I immediately called National Grid at about 7 p.m. Aug. 2, 2023, since we had JUST set up the account the day prior. I spoke with customer service representative ******* (sp?) were told that the account was active and the meter should not have been cut off, and she told me the company was responsible for shutting off the meter despite the account being active. We have not had our cooking gas since it was turned off Aug. 2, 2023. We are attempting to work around the situation, but it has been genuinely stressful as four people live in this apartment and use our utilities. This ultimately was National Grid's unforced error, and we are seeking sort of resolution to get billing credit or compensation for National Grid's error.

• Initial Complaint

  Date:07/31/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into my new apartment in December 2022. For months after I'd been calling National Grid to setup an account in February and again in March to no avail.Over the course of three months I kept calling only to be left on hold for over 30 minutes and hung up on. On June 14th 2023, I get a notice of seizure of the gas meter. On June 16th I called National Grid to notify them and to rectify the matter. I was told by the agent that after that call my service would not be disconnected and to not call the ******** to update them on the matter. On June 19th, my service was disconnected and I was charged a $130 fee for that. All of that could have been avoided had the agent been truthful and kept his word.

  Customer Answer

  Date: 08/25/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by National Grid USA regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:07/31/2023

  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 turned off the gas on May 31, 2023 without notifiying me, the Trustee for the house. I have had 3 appointments, July 11, July 13 and July 24 to have the gas turned back on and National Grid did not call or come to any of these. I have called National Grid and discussed this problem 8 times after initially making on line requests. National Grid has offered the following excuses: 1) Somebody called and told them to turn the gas off (I never did this).2) July 4th caused delays.2) They do not work on weekends.3) No technician was assigned to my job.4) The technician will be there by 8pm (no one showed and when I called at 8 pm discovered their office closes at 8.6) They came and no one was there (not true).7) They called and no one answered (not true).8) They are at another job and are coming to you next (not true).9) They had to email a supervisor who would call me back (never did).10) This is a recurring common issue and all of the National *************** is aware (likely true).

  Business Response

  Date: 08/07/2023

  This case was assigned after the Better Business Bureau received a complaint from ********************************************* that the gas service had not been turned on at ****************************. The technician stated that an attempt was made to call the customer prior to arrival, but there was no answer to the call. I spoke with the customer on 8/4/23 who disputes that this is the case. I apologized and was able to speak with a dispatch supervisor who ensured that the gas would be restored that evening. The gas service was connected on 8/4/23,and the account is now active.

• Initial Complaint

  Date:07/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Request was submitted to NG to have gas connected to industrial building - For past 8+ months, NG has scheduled no less than 5 appts, each time requiring us to have a hydraulic lift ready and on-site (which we had to rent), as well as our HVAC vendor on-site. Each time they have come and promptly declared that NG made a mistake/there was confusion and that they cannot do anything because the issue is at the street. - This is not something I typically handle, but was escalated to me due to the issues w/ NG - Based on prior visits, the last 2 times we specifically contacted NG PRIOR to the visit and had them explicitly confirm that everything was sorted out at the street and that they would in fact be able to proceed with the connection/turn-on. Each time we reminded them of the past issues and each time they confirmed it was all set/ready to go. - Service tech last came out about 4-6 weeks ago and, shockingly, again declared he couldnt do anything, he would contact his office, and someone would follow-up with ****. - Despite being told someone would follow-up after each/every visit, once again, no one had the decency to follow-up - On 7/12, I spoke with a supervisor, ****************, who advised that she saw the issue and that the pipe was in fact cut/capped long before we acquired the property. She stated she was submitting ticket to Streets team and she would follow-up that Friday. - Today is 7/24 - Yet to receive follow-up - I called again today and spoke to *******. Completely unhelpful and absolutely no interest in trying to assist with, nor resolve, any customer issues whatsoever. Upon explaining entire situation, he told me he would need to follow-up and speak to streets ***** He called me back to tell me streets **** would come out Thursday to do turn-on (again, this is not possible). - When I asked ******* for a follow-up, he stated "I am playing the lottery and I might win tomorrow so I cant commit to following-up, as I may not come back to work"