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

• 

  KeySpan Energy Corp (Bklyn)

  784 Union St Brooklyn, NY 11215-1307

• 

  Key Span Energy Corp (Staten Island)

  4295 Arthur Kill Rd Staten Island, NY 10309-1343

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:07/13/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 am the friend of the family attempting to help resolve this issue.National Grid account *********** in name of ****** ***********************************************************The account was set up by a couple who are now deceased.There are no new occupants.National Grid requested death certificates to cancel the account.Multiple phone calls to National Grid with no resolution.7/10 Cat said the account would be canceled and tech would lock meter.7/11 **** said Cat should not have said that, refused to allow speaking with a supervisor and hung up on caller.National Grid sent disconnect notice and then threat of sending US Marshal.Last communication with ***** on 7/12 is that the account will not be canceled because they do not have a social security number for the person who set up the account. Said US Marshal will come to lock meter, but again, said account will not be closed.

  Business Response

  Date: 07/14/2023

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

  National Grid apolgizes  for any inconvenience this request to have a party taken off record because they are now deceased you encountered. The **************** Representative was just following the proper policy and procedures when they informed you of the information needed to close the account. There are certain questions and documents that *** be requested before finalizing any account and these procedures are put in place for our customer's privacy rights. We reviewed the account and see there is an appointment to disconnect the service under your friends name ****** on 7/17/2023 which the super of the building will give National Grid access. 

   

  Regards

  Executive Response Team

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

   

   

  Customer Answer

  Date: 08/08/2023

  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 afternoon, since no email was provided with the complaint application, this message was not received until now. I contacted the superintendent who states that a lock has been placed on the meter and there is no gas for the stove.

  The first reason for re- opening is that there has been no notification that the service has indeed been canceled and not just temporarily disconnected. Second reason is that the bill was approximately  $19 at the time cancellation was requested. The last bill received was $130. There should be no responsibility for this amount because National Grid did not comply with request even after all requested documents were submitted. Thank you

   

   

   

   

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

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

• Initial Complaint

  Date:07/11/2023

  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.

  Hi my name is ***************************, and Im a manager at **************************. Located at *************************************************** Our gas service was shut off July 3, 2023 I didnt receive any shut off noticed or anyone come to collect payment. due to the holiday July 4 was closed. I called National Grid on July 5 to resolve the matter. I make all the require payment and they said they sent someone down at 2:00pm to turn it back on. So past 3:00 pm we still have no hot water at the shop. I thought something wrong with my hot water tank. I call **************** to come to take a look.. but due to the long weekend holiday everyone was away on vacation. *********** come on Friday afternoon to check my water tank. He call me and told me that nothing wrong with the water tank. He said your gas is lock u have no gas. I was told that they send someone down to turn it back on. I called them again on 7/7/23 and they told me they send someone down but someone at me at the shop I told them the shop open from 9:00 am to 7:00pm everyday. today 6/10/23 and still we have no gas. I called them again and they said they will have someone come. We have no hot water to run a salon. We listing a lot of business.

  Business Response

  Date: 08/01/2023

  This complaint is for a MA account.  The complaint was answered through the MA ********** of ****** Utilities.

• Initial Complaint

  Date:07/11/2023

  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 is working on installing a gas line in front of my building. They put up on a notice stating that our gas may temporarily be shut down on June 29 and to insure that someone be home on that day for technician to come in to our apartment when they reopen. I was available that day in case gas service is shut and they would need access to turn in back on. In the meantime they shut off the gas to the building on Friday, July 7th without prior notice when I was not home. Upon returning after the weekend I found out when I tried to prepare dinner that I did not have gas. I am unable to cook, bake, have hot water or operate my clothes dryer. When I called on Monday, July 10 I was told I have to wait for the next available appointment which is Monday July 17th ( a week) and to be available from 8 am to 11 pm!!!

  Business Response

  Date: 07/17/2023

  Dear Customer

  ********************** Grid apologizes for any inconvience this issue may have caused you and your family but turning the gas off was for safety precautions because of a gas violation. When disconnecting gas for safety, depending on what the problem is the owners or management will be told they have to meet certain criteria before the gas is restored .Once restored they must contact National Grid to schedule an appointment to recheck for safety. Depending on the availability of the technicians because they also handle emergency orders like gas leaks, and a  return appointment because this is a multi-family dwelling may take a couple of days. Your premise was given the ealiest appointment at that time which was July 17, 2023 and as long as National Grid is given access and the violation is corrected the gas wil be restored to the building and apartments.

  Regards,

  Executive Response Team

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

   

   

• Initial Complaint

  Date:07/11/2023

  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.

  This company attempted to charge me over 1k for services never rendered. When I spoke with the company they admitted that they don't/haven't even checked the meter but they estimate based on the weather outside. This is fraud at best. I have not been in the home fort months at a time and have not used any gas. This bill is fraud and needs to be rectified immediately!!!!!

  Business Response

  Date: 07/11/2023

  This customer is located in Long ********************** and is not an Upstate National Grid customer. Long ********************** is a separate Company from National Grid Upstate

  Business Response

  Date: 07/31/2023

  I tried calling the customer but no answer. I left a message with my name and number. I responded to the customer via email at the email address provided. Please see the attached response, usage history, and 2 year statement. 

• Initial Complaint

  Date:07/05/2023

  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.

  I scheduled to have a technician from National Grid come and turn my gas on. They called from a blocked number and hung up after the first ring, so I had no chance to answer the number or call them back. Now they will not schedule another appointment for a week, so I have no working gas in my apartment. The technician clearly called in this way in order to avoid coming to my residence and now I will have an unusable apartment because of it. I have no recourse as there is only one gas utility in my area. I need them to send a technician to my apartment immediately, not in a week, as this was their technicians fault.

  Business Response

  Date: 07/05/2023

  This complaint would be for National Grid Metro in Brooklyn(KEDNY) and not Upstate ** National Grid(NIMO). We are two separate Company's with two separate Customer computer systems.

  Thanks

  Business Response

  Date: 07/13/2023

  Dear Customer

          National Grid apologizes for any inconvience this process has caused you and we are happy to see the service was restored on 7/5/2023. We also apologize if your weren't informed when you scheduled the appointment of the company's policy when it comes to service appointments. Our technicians do call before they arrive but it may come in as a blocked unavailable number and the customer is told to please answer those calls during the appointment time frame. This policy is followed by our technicians as a safety measure when going on appointments. You should have receive a reminder call regarding the appointment and the scheduled time the day before.

  Regards

  National Grid 

  Executive Response Team

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

   

• Initial Complaint

  Date:06/26/2023

  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.

  I rented a house where an account with ******************** grid was fraudulently opened up in my name. I disputed this TWICE now full dispute sent to them registered mail WITH POLICE REPORT and they refuse to wipe the account accordingly. They just filed another late notice with the credit bureaus and are asking me to dispute for a THIRD time. I no longer live in the state and have done my sue ********** proving no responsibility for this case. They are ignoring my disputes. Again I have filed TWO disputes within the past 2 years and this is still on going.

  Business Response

  Date: 07/10/2023

  I spoke with *************************** on June 30, 2023. *************************** states he did not apply for this service.  I explained the final bill dispute was denied 8/26/22, but the rep advised him to send in a copy of police report, lease from 6/26/20 thru 5/17/21 or proof of residence at another address during that time.   The customer states the documentation was sent by certified mail.  I explained we have no record of receiving the documentation.  I asked that it be sent to ************************************************ for review.  The customer insisted on physical address and was provided:  Office of the President, * ****************** ******** ** ******

  I sent the following communication via e-mail to ************************':
  

  I am writing in response to our conversation today regarding complaint #******** with the Better Business Bureau.  In reviewing the account, I found that your final bill dispute was denied on August 26,2022.  However,  the representative advised you to provide a police report, a copy of the lease for the period of June 26, 2020, through May 17,2021 and/or proof of residency that you resided elsewhere during that time.  Unfortunately, I was not able to find any record that we received a certified letter with this information being provided. 
  
  Please provide the information via e-mail to ************************************************ or by **** mail to:
  
  
  Office of the President
  * *****************
  ******** **  *****
  
  If you have any additional questions or concerns, please feel free to call our team at ************.

  We have not received the documentation as of yet.

  Customer Answer

  Date: 07/11/2023

  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:

  [Your Answer Here]

   I will do my best to locate all requested documentation. I now live across the country and will have to find all documents and this will take time. I have to call the police department that I made the complaint with. This has been ongoing for 3 years. I will get this documentation as soon as I can. 

   

   

   

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

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

  Business Response

  Date: 07/31/2023

    I spoke with***** ******** on 6/30/23, and he states he did not apply for this service.  I explained the final bill dispute was denied 8/26/22, but ******* advised him to send in a copy of police report, lease from 6/26/20 thru 5/17/21 or proof of residency at another address during that time.  Customer states he sent it certified mail.  I explained we have no record of receiving the documentation.  I asked that it be sent to ************************************************ for review.  Customer insisted on physical address provided:  Office of the President* * ****************** ******** ** *****.  I have not received the documentation as of yet.

• Initial Complaint

  Date:06/16/2023

  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.

  National Grid dug a whole in our front yard/pavement, without ** asking, and never filled the hole and our cellar is flooding when it rains because of this. This work was done 3 weeks ago and National Grid will not fix the hole and re-paved it as promised. Its storm season and our home is being damaged every time it rains. I dont know what else to do because National **** says theyll call me back and they never do! All we want them to do is FIX the damage and re-pave the pavement that they dug up. National Grid refuses to fix it and we need it fixed. Our HOME IS FLOODING. The only info I was given was this; Work order #: ********** Activity: ******

• Initial Complaint

  Date:06/12/2023

  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.

  National Grid is harassing me and endangering the welfare of many people by refusing to let me pay a bill and deliberately wasting my time when I go to pay a bill. Because National Grid is refusing to let me pay my bills, it is implied that National Grid seeks to disconnect utility services to the property in question that houses many people. National Grid also seeks to add continued bogus late charges to these bills in order to compound the stress of the implied threat of disconnecting on the basis of "not paying bills" when they refuse to let me pay my bill no matter what I do. Because National Grid refuses to let me pay my bill for the account number starting in *** (I cannot include any more of this account number in this ******************** complaint), for the property with a name starting with "Bo", and an amount that is over $450.00, of which over $4.00 are bogus "late" charges, where national grid is billing me for their own refusal to let me pay the bill, National Grid must continue to supply utilities to this property at no cost and with no interruption until they permit me to pay bills.

  Customer Answer

  Date: 07/08/2023

  At this time, I have been contacted directly by National Grid USA regarding complaint ID ********, however my complaint has NOT been resolved because: 

  [N. Grid has done nothing to remove their bogus charges. N. Grid is still engaging in such harassing behavior and is collecting bogus charges from me after refusing my payment.]

   

   

   

   

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

  Sincerely,

  ***** ******

• Initial Complaint

  Date:06/06/2023

  Type:Order 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 was charge a fee on my gas bill for gas line inspection purposes. I hv a very hectic schedule working 6- 7 days a week. I was never given any prior notice about adding a fee to my bill. Everytime i spoke to some to set a date our schedules would clash. They never mention anything about adding fee if inspection wasn't done in a certain time frame. A notice was sent about disconnecting my gas service if inspection wasn't done, how come one wasn't sent about the fee. If i wasnt available they never made is an issue and just said to call them back when i hv availability. I reached out to national grid and they said it wasn't them who assessed the fee. How could a company that national grid sub contract charge me for something when I donot do any business with them. My business is with national grid. This bad business, very much unfair and i would like that fee removed from my bill

  Customer Answer

  Date: 07/01/2023

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

• Initial Complaint

  Date:05/24/2023

  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.

  Acct#*********** for **** ** at *************** had an unpaid bill ported over to another address when both properties have different owners. Both accounts were managed by me for a number of years on behalf of the owners ************* at *********************************************************************** and ******************* at *************************************************************. The owner ************* is trying to avoid paying the last 3 months of rent at her property while I was still managing on her behalf prior to putting the utilities into her name since she recently moved back into *******. This owner is trying to just get away with paying the utility bill that has always been covered by the owners account. ********************** Grid is aware of this situation and had no right or reason to swap the bills from one account to another. Instead, They were told to put the overdue balance on the current owners account that is now in her name. No one else, whether it be me, the other owner or the tenants have any reason to be responsible for this bill. National Grid was given everyone's contact number and knows what the right thing to do is but continues to just do nothing. *************************** ************ ******************************************* has been the contact with regards to the dispute and understands that there is no rhyme or reason to port the bill to another owners account or to not hold the owner accountable for the bill which is ************* currently living at ***************************************************, and currently holding the owners account for *********************************************************************** which is the account with overdue charges.

  Business Response

  Date: 06/05/2023

  The customer reached out stating the balance that was transferred to his account isn't his it's the landlords. I advised the customer that we can no transfer the balance or hold someone else liable and that this issue falls under landlord/tenant dispute. The customer was also advised that the company does not get involved in these kind of situations and that he needs to resolve this issue with the person/owner he was helping.

  Customer Answer

  Date: 06/21/2023

  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:

  The business has done nothing. No research or reply that makes any sense. I am not the tenant or owner. The bill belongs to the current owner. The business just moved the bill to a property belonging to a different owner.
  
  Sent from my iPhone 
  
   
  
  Regards,
  
  ********************* ********* **** *** 

   

   

   

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

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