Customer ReviewsforNational Grid USA

Worst onboarding ever - 12 days without being hooked and counting. Sent my ID 3 times and the agent still doesnt know what the h*** its going on. Avoid the sh*tshow and go somewhere where the landlord takes care of this for you - what a joke this business is.

Got a randomly much higher bill last month and called to find out why. The person on the phone made an appointment for a tech to come to read the meter after I told them over and over again I dont have access to where the meter is and Im not the super Im a tenant in the apt. This concept seemed new to them, that a person lives in a building with many apartments in ***. They make appointments with technicians you never consent to if you dont have access to the meter. They then call you multiple times confirming the appointment and if you dont respond they will charge you $38. *** called to cancel this appointment 3 times now and today the technician called me saying he is on his way and he has no clue if theyre going to charge me. I called National grid *again* and they told me that the appointment was already cancelled ???? Wtf ????? How is this the company thats in charge of our gas lines. Incompetent idiots

This company should be shut down for their illegal operation of a monopoly within ***************** and more specifically ********. Due to them being the only provider, theyre allowed to treat customers however it pleases the company. That includes finding errors in their own billing a year prior and then sending you straight to collections. Instead of you know, maybe contacting the customer as is tradition. Oh and of course, this isnt their first time but no one will stop them.

I am severely appalled by the National Grid's business practices. For the past 6 months, their online payment services have not worked. Instead they are pushing consumers to speedpay so we are charged an additional fee. When I called the first time in February to make them aware, an unprofessional employee hinged up the phone. Why isn't BBB holding them accountable? Look at all the other complaints. Someone needs to govern the businesses that monopolizes neighborhoods

In 2022 I allowed a vendor (not National Grid) to do a wall sleeve gas line inspection in the home (there is a tag to support the inspection time frame). At that time, I was told it had to be changed due to rusting, however, there were no leaks, and National Grid would notify me.Approximately 2 to 3 months after the visit, a National Grid worker inspected the wall sleeve and confirmed it needed to be changed, and there was no leakage. I was told a date would be set up to replace the pipe. I fast forward to Wednesday, May 3rd; I came home to find a notice that the gas had been turned off with no explanation as to why this was done and with no prior notification from National Grid or the ******************.I immediately called National Grid customer service and was told they did not receive notification that the gas had been turned off. After speaking to a couple of departments within National Grid, I was told the ***************** had turned off the gas because I did not allow them to do the gas sleeve inspection (which had been done twice; first back in 2022, and a couple of months ago). I explained to him that the gas had been illegally turned off. He said someone would call me back to turn on the gas. I had not heard from anyone. No one reached out to **** called the next day and spoke to a Service Manager, and he set up an appointment to have the gas turned back on Friday, May 1st between 8am 1pm. On Friday, a Service Tech came to turn the gas on, but was unsuccessful and said the ****************** will have to turn it on. I was expecting a call on Monday (the next business day), and by 4pm I called them myself and I was put in touch with a supervisor and the appointment was set up for Tuesday, May 9th.My complaint is that the gas had been illegally turned off, because it was a maintenance repair. There was no gas leaking and that has been confirmed more than once. There was no gas to the home from Wednesday, May 3rd.

Worst customer service I called to ask why my payment was made twice on the exact same day Had no answerI am on billing balance which means I make the minimum Payment each month.. Told me I couldnt receive a credit on my account because I dont have a credit on my account unbelievable!! Doesnt even make senseI am retired and on a monthly budget wanted to speak to a higher up, told me there was no one else to speak to and started yelling on the phone at me.. never have I had customer service ever start yelling over the phone This is insane!!

I was set up on a payment arrangement by ******** on 3/26, followed thru with the downpayment amount on the day it was supposed to be paid. When I called in to ensure that the payment was all set and arrangement was set up they informed me that I was no longer on that arrangement and could not be on the arrangement that ******** set up of 36 months of $192.00 plus my monthly ****. I was furious after making the $1071 downpayment and then some on the date they said it was due of 4/11. I then requested to speak to a supervisor which they said had to call me back and would do so within 72 hours, 5 days goes by without a call from a Supervisor. I then call back to to say I didn't get a call so they put in another ticket for a supervisor to call me, to date 5/4...I have not received a call from a Supervisor to resolve the issue of misrepresentation/misinformation. I want to be set up on the payment arrangement that ******** said I would be on 3/26. The arrangement I am set up on now is too much for me to pay all at once and I want to just get this balance down and paid off.

They created a problem for me when they "storm hardened" my gas meter. I reported the problem several times to more than one number and was told they would send a supervisor to take care if it. No one ever came. No one ever called. I am so disappointed with the people who work for them and the contractor they used for this work. I stayed home all day waiting for someone to fix the problem. They just don't care