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Business Profile

Electric Companies

National Grid

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Companies.

Complaints

Customer Complaints Summary

  • 308 total complaints in the last 3 years.
  • 118 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:07/18/2025

    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.
    I moved into a studio apartment march 15. April 1st I was charged about $500 for electric. This is absurd due to 1) the short time I lived there 2) the size of my apartment and 3) the fact that I was never really home. I am home maybe one night a week if that due to me staying with my boyfriend most of the time. My recent bills have been $40 or less. I have been contacting them consistently since April to get a resolution and nothing is being done. They had a technician come out who even said himself that there is no way my bill should be that high, to not pay it. I’ve also had many reps tell me not to pay it, and that it was incorrect and the first read was done incorrectly. I just received a disconnect notice in the mail so I am now very frustrated as I have been told for months now my bill would be adjusted to an accurate amount but nothing is being done and now they are threatening to shut my power off for a mistake on their end.

    Business Response

    Date: 07/23/2025

    Called and spoke with Michelle advised removed and credit account
    $499.93 as customer advised previously that billing charges would be removed.  

    Customer Answer

    Date: 07/26/2025

    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. 

    Regards,
    ******** **** 

  • Initial Complaint

    Date:07/16/2025

    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 paid almost 600 to get my power put back on they never turn it on my wife has a heart condition have 6 yr old. Granddaughter they didn't care we died and person never knocked on door I want u get me this months free and I told them if kids or wife dies be on there heads need to change policies too

    Business Response

    Date: 07/16/2025

    Confirmed with ******* * ******* that service shut off for nonpayment 7/15. Cut-in issued 7/15@12:34
    & turned back on within 24 hours on 7/16@11:16. Advised on current collection
    arrangement & nothing owing until receives next bill with the 7/29/25 meter
    reading. The customer is  frustrated
    because service did not knock on the door for turn off. Advised meter located outside
    & we don't have to. The customer defaulted
    negotiated payment arrangement 5/21/25 & paid $597.91 to get service turned
    back on & set up remaining balance of $1518.90 into collection arrangement.
    Advised if at some point can’t pay the bill can always try for a temporary 30-day
    medical hold on the account in the future. Advised we are regulated & that
    customer has been afforded all HEFPA & National Grid Tariff rights. The
    customer ended the call. Jennifer Z., OOP, ###-###-####

  • Initial Complaint

    Date:07/11/2025

    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.
    We had a problem with our National Grid Smart Meter for billing period Mar 28 - Apr 29 which issued on May 3. Our bill usually around $200, but that month it was $683.76. It’s from estimated reading that’s why it’s going high. We had asked for new meter reading on May 6 and asked for new correct bill. However, they kept charging us with the wrong estimated meter reading for the past three months. The said they will put hold on our account to avoid late fee, but they still kept giving us a late fee at the end. Every month they send reminder to pay the wrong bill and with the late fee. After calling them for 3 months since May, they still sent us a bill that’s wrongly calculated and even put late fee on our bill. We haven’t paid the bill since April for this issue. We just want to pay the bill correctly, why it's so hard for them to just send it to us

    Business Response

    Date: 07/18/2025

    Spoke with Barbara K**** Advised corrected bill has been
    issued.   

  • Initial Complaint

    Date:06/26/2025

    Type:Service or Repair 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.
    My gas bill is high Even though I'm not using any heat for the apartment. The landlord pays for the electric. My gas bill keeps getting higher and higher every month even though I'm not using any gas except for using hot water. I've talked to national grid numerous times and they refuse to help me find out what the problem is so I can find out why my bill is so high every month

    Business Response

    Date: 06/27/2025

    Called ******* ****** at ###-###-####
    & left a message advising that usage does reflect going back down since gas
    is for heat & hot water only. October when customer started service used
    88therms & paid $.234109/therm. In February when using both used 363 therms
    & paid $.46075/therm. Now currently 125 therms & paid $.41505/therm.
    Advised the problem with the bill is the price per therm not the usage. National
    Grid is a regulated company and does comply with the regulations for all rates
    and practices. Jennifer Z., OOP, ###-###-####

    Customer Answer

    Date: 07/02/2025

    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. 



    Regards,



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








  • Initial Complaint

    Date:06/19/2025

    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.
    I settled this with Experian. Someone stole my identity. To my understanding no further action was needed.
    This amount is from National Grid Niagra Mohawk from New York. My credit report dropped 58 points due to something that doesn't involve me.
    I need this fixed.
    The account number is below and my investigation I.D. is # **.

    Business Response

    Date: 07/27/2025

    Advised ****** ******** that 3 times National Grid in error connected the incorrect ****** ********. For account #*********** it is not being credit reported. The collection agency NRA states they have retracted credit reporting from the social ending in **** on account #*********** and account #***********.  The customer is satisfied & requesting NRA mail the retracting letters to ** *** *** ********* ** *****.

    Customer Answer

    Date: 07/28/2025

    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. 



    Regards,



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








  • Initial Complaint

    Date:06/11/2025

    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.
    Late last year, national grid stop sending me bills for no reason. Three months later I got a bill for over $2000.
    Since then, I’ve been making regular monthly payments and instead they have been sending me TWO bills each month at different times for different amounts each time.
    I’ve left several messages asking for someone to call me back and explain what’s going on and no one ever calls nor do I get any correspondences. One time I was told someone would call me with an explanation once they figured out what was going on and I never heard from anyone.
    This month I got two disconnect notices, each with different amounts due - one with only a two day warning (!) before service would be interrupted.
    I’ve spent hours on the phonewith them and no one can explain to me why I didn’t receive bills for a time, why I am currently getting two bills & all they keep telling me is that their automated system is sending me these disconnect notices.
    The customer service is terrible obviously, and the fact that no one can explain anything to me and I am getting disconnect notices after years of being a regular paying customer is just reflective of how little they care for their customers and all they care about is the money.
    I am tired and frustrated, and if I had a choice of anyone else to supply my electricity to them, even if it was at five times thecost, I would gladly take that instead. They are a joke.

    Business Response

    Date: 06/16/2025

    I spoke to ****** and explained the billing hold up is due to the ********* ***** *******. NGrid cannot bill customers without the Host information. Customer understands and thanked me for calling and understands the billing. 

  • Initial Complaint

    Date:06/11/2025

    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.
    My gas was turned off for non payment. I made payments every month through auto payment but the amount was less than what I was charged on some months. They turned off my gas without giving an option to bring my bill up to date. There was no turn off notice issued at my door just the disconnect notice.
    I paid my balance that night and I was still left without gas and hot water for almost 3 days and they are charging me $750 to turn it back on.
    Their own website says that multiple notices will be left at the door NONE were posted.
    I’d like the $750 removed from my bill.

  • Initial Complaint

    Date:06/06/2025

    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.
    Received a notice in February from National Grid, that the Mandatory Gas Service Line inspection for this year (2025) was due in June of the current year. I contacted the firm doing the inspections (******), on line via their website on May 10 of the current year and scheduled the inspection to take place on May 27 2025 between the hours of noon and 4 P.M. On May 19, 2025, I received notification that my new bill was available for viewing online. On opening the file, I was stunned to find that I was assessed a fee of $100.00 for not having my Gas Service Line inspected. This Fee is a non refundable fee. I called ******, the inspecting company, to find out # 1 if they did indeed have me scheduled for May 27, (which they did) and #2 when the last inspection had been done, with June 26, 2024 being the date of the last inspection. According to my calculations, the date I had scheduled for this current years inspection was well within the timespan to be current. I called National Grid to register a complaint about being erroneously charged the penalty fee. The customer representative stated that she would send the complaint to the "escalation team" to see about getting the problem resolved and the fee removed from my account. I was told that they would be getting in contact with me. This was on May 20 or May 21. I called a second time, after not getting any response from National Grid, on June 5 2025, spoke with a different customer rep. and though sympathetic, she told me that the case would have to be reviewed by the "President", who I believe she meant of National Grid before any decision or removal of the fee could happen. I am being charged for an error on the part of National Grid in spite of scheduling the inspection in the valid time frame of less than one year. I also spoke with the person doing the inspection about this and was told that he had heard this same complaint from others who though being compliant were charged the same $100. fee.

    Business Response

    Date: 06/14/2025

    We are going to reverse the fine has a 1-time courtesy
    credit. The credit will be applied to the account with in the next 1 to 3
    cycles. 

    Customer Answer

    Date: 06/16/2025

    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. 

    Regards,

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

  • Initial Complaint

    Date:06/06/2025

    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 sold a property, and the new owners had the power put in their name, but National Grid continued to bill me as well. I called to resolve the issue, and they said it was only in my name. I called the new owner, and they had proof of putting it in their name so called NG again and was put on hold 3 different times for over 45 minutes and each time someone would come on they would say we can take care of it just let me put you on hold and I would get someone new and start all over again. Obviously, they were making a joke out of putting me on hold and I could not get my issue resolved because I needed to go to work.

    Business Response

    Date: 06/18/2025

    Called **** * ******** at ###-###-####
    & left a message that we have finale account #*********** as of 5/20/25 as
    requested final bill sent 6/11/25 for final balance of $255.24. Jennifer Z.,
    OOP, ###-###-####

  • Initial Complaint

    Date:06/06/2025

    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.
    My father passed away 3 years ago. When that happened, we closed out bank accounts that were no longer used. We accidently closed the incorrect account in which the power bill was being taken out by direct deposit. I have not heard about any issues with payment in the past 3 years. I tried accessing my account and discovered the issue on my own last week.
    I reached out to National Grid to resolve the issue. We set up a payment plan. I go to make a payment, and they will not except it. I need help getting them to take my money. Apparently it might not be green enough? Please confirm with National Grid that they still want payment.
    This could be a scam.... I reached out to the senior leadership at National Grid and they said people have been accessing my account. That is not true and needs to be investigated on who is accessing my account without authorization. Calls to National Grid support line result hold times in excess of 3 to 4 hours, if they do not disconnect on the calls on their own. Thanks for any assistance you can provide.

    Business Response

    Date: 06/09/2025

    I spoke to John and advised we had the old bank
    account information removed - that was set up on auto pay years ago.  John stated he will pay thru his bank on line every
    month. Customer satisfied with the Payment Agreement as well - Closing case as satisfied. 

    Customer Answer

    Date: 06/10/2025

    Better Business Bureau:

    I tried updating this request after I was contacted by National Grid.  We are all set.  Thank you.




    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 



    Regards,


    **** *******








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