Complaints

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:07/21/2023

  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 talked to me on the phone on 7/20/23 and I sat on the phone for over 30 minutes to file an emergency claim because I am wanting the power turned on so me and my daughter and 2 dogs can stay in our home before the hot weather. They told me the power would be turned on anytime from 8am to 4pm on 7/21/23 and to expect a call 15 minutes prior to arrival and we waited at the house all day for the call and nothing. I got ahold of National Grid at 2:30 to see if they are still coming today before they close, after sitting on multiple lines for just over 25 minutes I get told that they completely messed up the service order even though it still stated to be turned on as of 7/21/23, after all the talking and waiting was told nothing can be done about it until 7/25/23. It is very hot inside the house and I was hoping to have power turned on to keep the house cool before the hot temps came next week, that was why I made my efforts to go through with the emergency filing just to be told they messed up and forgot and won’t send anyone out to fix their mistake sooner

  Business Response

  Date: 07/24/2023

  Our records indicate the service has been activated in the name of ***** * ****.  National Grid will also credit the customer $25 service guarantee due to the delay in service.

• Initial Complaint

  Date:07/18/2023

  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.

  July 11th me and my partner arrived to our home to no light or heat in our apartment. We were given no notice of disconnection of service so we couldn’t take action on anything. We were told that our service was never set up due to wrong address. Which they apparently claimed we approved by email and my partner and I did not receive any email from the company. We paid someone else’s bill with no remorse to our situation we were denied having our lights and heat turned back on. We were lucky to get our light back on but for an entire week till today july 18th we had to take freezing cold showers. My partner has stood home with a flu all because they kept give us false information telling us someone will come the next day and the next day. This was an extremely traumatic experience not to mention we spent one night sleeping in a 95 degree home because we had no air conditioning for that night

  Business Response

  Date: 07/20/2023

  Upstate National Grid will need an address or acct# in order to handle this complaint. We don't have the name or phone # in our system.

  Greg L.

  Customer Answer

  Date: 07/20/2023

  Better Business Bureau:
  
  
  The Address is *** ***** ****** Albany NY 12203 Apt * 
  
  Account #: 4768674633
  
  
  ******* ********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/21/2023

  Confirmed with ******* *******, secondary, that 6/1/23 representative
  established service at *** ***** ** *** in error instead of *** ***** **** ***.
  Have requested call pulled for coaching/counseling. Confirmed electric turned
  on 7/12/23 & gas not until 7/17/23. Discussed shut off due to inactive
  meter with use & did receive Dear Occupant letter but didn’t understand &
  next day both gas & electric shut off. Discussed concerns of numerous calls
  to restore service and was turned back on within regulations. Advised payment
  of $37.07 on incorrect account to be credited to correct account & would
  apply $50.00 service guarantee due to representatives’ error 6/1/23 &
  multiple calls to resolve the issue.  The
  secondary understands and is satisfied. Jennifer Z., OOP, ###-###-####

• Initial Complaint

  Date:07/14/2023

  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.

  I moved into my apartment in Nov 2022.
  
  On 11/14, National Grid made a service call to switch the meter to my name. I was not present; the property manager of my building attended. He reported the meter was faulty, that NG would replace it, and that in the meantime they would not bill me until the new meter was installed.
  
  On 12/21 I received my first bill in the new apartment. I assumed that they had replaced the faulty meter. As I received bills over the next several months, they seemed extremely high. I noticed that the meter readings on my bills were estimates, and (being new to living in a city) figured it meant at some point they would come to take an actual meter reading.
  
  My bills were: 12/15 - $251.27; 1/17 - $422.60; 2/14 - $501.03; 3/16 - $476.73; 4/18 - $192.62 (half way through the billing period of this last bill is when the meter was replaced).
  
  I finally talked to my downstairs neighbors in March, who told me their electric bills were less than half of what I was paying. I called NG find out what was going on, made an appointment for 3/23, where NG came with a new meter and told me no readings could be taken from the old meter.
  
  I called NG the same to ask on what basis they’d been billing me exorbitantly while my meter was broken (is this even legal?). I was told they would issue me amended bills for the period in question, and that I would receive those bills within 7-10 business days. On 4/26, having heard nothing, I called NG again and was told I would receive a phone call within 48 hours to resolve this issue. I did not receive a call. I then began receiving phone calls and disconnect notices. I called NG again on 5/23 and was told I would receive bill adjustments within 5-7 days, which I have not received. I have refused to pay the balance from the last bill I received during the time period in which I did not have a working meter. I continue to pay any new balance accrued since the installation of the new meter.

  Business Response

  Date: 07/18/2023

  On 07/14/23 a representative from National Grid spoke to customer and they agree to have account rebilled on the old meter from 11/14/22 to 3/23/23 for a total of 1,329 KWH that's 10.31 kwh per day, based on the new meter 85 days 877 KWH 10.31 per day, although it has had high winter usage in the past it's been estimated for over a year, meter blank.   We are currently in the process of making adjustments to the account and, the customer will receive an adjusted bill.

• Initial Complaint

  Date:06/23/2023

  Type:Product 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 would always paid National Grid on the app. I would always overpay just in case I didn't have money at the time the bill came. I left New York State October, 15 2023 and have been back and forth with national grid for 8 months trying to get my $ 612.00 dollars back,they have been telling me for 8 months it's in the mail. They charge late fees if a person don't pay them. I want my money back and can't seem to get it. I called for the 9th time the other day and they said they don't know what to say, it's in the mail. I asked them why they couldn't put it back on the debit card it came from? They said they only issue checks. How do I get my money back?

  Business Response

  Date: 07/18/2023

  ***** is on vacation this week, but I followed up with our refund dept and received the following today: We have received
  notification that the refund ck# *********** has been voided. I’ve voided it in
  *** and re-issued the refund check today, 7/19/2023, confirming the address for
  the refund check is listed as ***** ******** *** *** *** Kansas City MO 64137.  I did leave a ******* a voicemail stating the same information and the refund would be mailed today and should be received in 7-10 days depending on ****.  Greg L. 

• Initial Complaint

  Date:06/19/2023

  Type:Product 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.

  This complaint is in regards to a rebate owed me. On March 28th 2023 I had an ********* Gas furnace installed in my home which qualifies me for a $600 National Grid rebate. On March 31st I submitted the rebate application to National Grid and on the same day received an email from them saying that I had been approved for payment along with a rebate number. On April 20th, I was instructed to send pictures of the furnace, model number and serial number to Richard W******. After he received them he informed me that I would receive my rebate in approximately 1 month. On May 25th, after not receiving my rebate, I called ###-###-#### to check on the status and was asked for a reference number which I had not been given so I gave him the rebate number. He found multiple names listed under that number, none of which were mine. After having no luck finding my information he transferred me to the rebate processing center at ###-###-#### which also had no information. I then called ###-###-####. She had my information and said that my rebate was "in the queue" and that it normally takes 4-6 weeks to receive it. On June 5th I again called ###-###-#### and they still had no information. I was then transferred to another number and was told to call a number that turned out to be a different energy company. I then called ###-###-#### again and spoke with Kayla who said that my rebate status had been updated from "passed" to "completed" but she seemed skeptical and said to call the rebate processing center at ###-###-####, which I did but it was only for help completing the application. I then called ###-###-#### again and was told to try *******************@******.com but this was also for help completing the application. The following day, June 6th I received a call from Kayla who gave me 2 more numbers to call, neither of which had anything to do with the rebate. I was also told to try *****.com/myrebate but this was to submit the application. I am still waiting for my rebate.

  Business Response

  Date: 06/22/2023

  From our rebates department- I was able to find the customer application on the program portal and see the rebate check went out on Monday June 19th. I called the customer to let her know that the check is on the way and should be there any day now. I shared my phone number and reassured her I will be direct support if she still does not have the check in another week. We have a plan for her to call me in a week’s time if she does not have something in hand so I can further investigate. I hope this helps.

  Customer Answer

  Date: 06/22/2023

  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:06/17/2023

  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.

  JUNE 16, national grid decided to shut off my electricity even though I have faithfully always payed my bill. I know it's a mistake on their part and all I asked was for them to undue their mistake but the representative tells me that I would have to go for four days! FOUR DAYS! WITHOUT ELECTRICITY! Due to their mistake! I believe there is a contract saying I pay my bill, they will continue to provide electricity and not I pay for a service I am not getting!! And on Father's day weekend at that. I have no way to cook my food and my food will go bad. My husband and I have three children, we both work t get paid till the end of next week so we have no money to buy fast food! Our bill is always paid, why did they turn off my electricity and refuse to turn it back on right away!

  Business Response

  Date: 06/21/2023

  BBB Complaint #********-I spoke to spouse (complainant) this is going into husband's name, she says owner and electrician say the work will be done today and inspection for safety cleared, they also have reached out to the police as someone tried to have service put in husbands name. I hope this helps

  Business Response

  Date: 06/26/2023

  The electric was turned on as promised at 11:19am today. The gas service was not turned on as someone over the age of 18 has to be there so we can turn on and light up all gas appliances for safety reasons. Customer will need to call Customer service at 1-800-642-4272 to setup an appt for a National Grid service person to come out for gas turn on.

  Customer Answer

  Date: 06/27/2023

  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. 
  
  
  
  Regards,
  
  
  
  ******* *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/16/2023

  Type:Billing 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.

  I am writing to file a formal complaint against Nationalgrid regarding the inaccurate billing and poor customer service I have experienced. I am seeking resolution to this issue and fair treatment as a customer.
  Summary of the Issue:
  I began my service with Nationalgrid in June 2022, and since then, my average monthly usage has varied from approximately 800kWh to 2000kWh. However, in May 2023, I received an estimated reading of 4836kWh usage, which is significantly higher than my normal usage pattern.
  After contacting Nationalgrid's customer service, I was informed that it was an error and was advised to wait for the next meter reading for correction. Unfortunately, the following month, I received another estimated reading of 4158kWh usage. This prompted me to contact customer support again, resulting in a frustrating experience of being transferred between departments and having to repeatedly explain my situation to each representative.
  Eventually, I was able to schedule an appointment for a new meter installation. However, on the scheduled day, nobody arrived, and when I called to inquire, I was informed that my appointment had been rescheduled without my knowledge, prior to the day I made the appointment. This lack of communication and organization is unacceptable. I was forced to reschedule for the following week, causing further inconvenience.
  Finally, the meter replacement was completed. However, the most recent reading I received is 5047kWh usage. It seems that this figure was derived from subtracting the previous estimated reading of 94953kWh from the current reading of 0kWh. This methodology lacks accuracy and transparency, leaving me frustrated and confused about the true energy consumption reflected in my bills.
  I believe that as a customer, I deserve fair and accurate billing, along with efficient and respectful customer service. I kindly request the Better Business Bureau's assistance in resolving this matter promptly and effectively.

  Business Response

  Date: 06/26/2023

  Customer received  Estimate April/May and at out
  reading 0 on 6/2/23 as customer complaint indicated.  Review reflects corrections are required.
  Called and left message for customer advised each billing correction will be
  placed and new corrected bills to be mailed within next week.

  Customer Answer

  Date: 06/27/2023

  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. 
  
  
  
  Regards,
  
  
  **** ********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/15/2023

  Type:Product 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.

  On april 24th 2023 i moved to this address and closed my acct at **** ***** blvd chittenango ny 13037. I was over paid by 189.00. I was given an option of transferring the balance to my new account or getting a refund so i choose a refund. The representative told me it takes 10 to 12 days and i thanked them and waited. I received nothing by the 15th of may so i called again and they said it was coded wrong so no refund was generated so they redid it and again said wait 10 to 12 days. On may 30th i called again and no progress was made so they said they would issue it again and wait another 10 to 12 days. On june 12th i called again and still no refund issued so the rep requested a supervisor to call me at 2pm that day...that never happened. So i called again on the 14th and the rep said they would call the supervisor to get some answers and call me back and they still havnt called back. When national grid bills you they give you 30 daYs to pay or issue a disconnect notice. Well they had almost 200 of my money at the end of service on april 24th and today on june 15th they still have my money and its been 7 and a half weeks with no answers as to when it may be processed???????

  Business Response

  Date: 06/20/2023

  I spoke to customer and the refund check was issued to mail 6/16/23, I am also issuing a $50 service guarantee to his account for 4 months of calls- customer satisfied 

  Customer Answer

  Date: 06/20/2023

  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:06/14/2023

  Type:Product 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.

  I am writing to respectively request that my National Grid refund of $538.55 be paid to me immediately. This is my 3rd request. I contacted a National Grid Customer Service Representative in May and in June. The last conversation I had with a National Grid Customer Service Rep, the representative told me that she could see that I was owed a refund and that it was processing, but a check had not been cut yet. After she placed me on a very long hold, she came back on the phone and advised that National Grid (must be in the CNY office) only has one person who works in that office. The customer Service Rep also asked me to be patient with regards to my refund. I have been more than patient with National Grid and frankly, I am getting very disgusted with their slow customer service. I should have received this refund ($538.55) back in early February and now it's mid- June. If I didn't pay my National Grid bill for 4 months, my electric would be turned off. This treatment by National Grid is unprofessional and unacceptable. I am requesting that National Grid sends a refund check of $538.55 out to me immediately.

  Business Response

  Date: 06/14/2023

  Sent email to customer the refund check was mailed on 6/8/23 to **** ******* **** Rd Cassville NY 13318 in the amount of $538.55. Customer is satisfied 

  Customer Answer

  Date: 06/15/2023

  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:06/07/2023

  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.

  My power was wrongfully shut off by National Grid due to their error. My national grid account had been made using another ******* ****** social security number. Verification of social security number was never requested and now I've been under somebody else's social security for approximately 7 years. This is a breach of confidential information as the other ******* **** had access to my national grid account.in order to get into a national grid account you simply need to provide your social, so by doing so the other ******* **** was in my account and had access to my phone number, email, and banking information. She had changed all or this information before realizing the mistake that was made using her social. I am extremely upset over my information being leaked. My power is now off until they can get somebody out here to turn it back on. I have a disabled 8 month in my home who requires speciality formula to be refrigerated. I also have a 3year old in the home. I was told yesterday that they placed an emergency power start up for today and when I called and asked when my power was going to be turned back on they stated they coudlnt come out due to the smoke, and would try tomorrow. This is an urgent matter and should have never occurred to begin with! I do not understand how my national grid account was created years ago and proof of social security number was never requested.

  Business Response

  Date: 06/08/2023

  Spoke with customer and advised corrections have been made and all of her information is now correct on their account and, nothing has been shared with the other customer.  Apologized and offered service guarantee credit due to the inconvenience and confusion.