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:09/07/2022

  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.

  For 4 months my light bill was estimated, because my meter was flashing error. They keep charging me the same as last year bill. The estimated was for May, June, July, and August 2022. And when I called August 1 to tell them my meter was flashing error, they said they would come and put a new one in August 2. The person said they could not get a reading off it. Now I have in a new heat pump for the air condition in April 2022 and hot water on demand back in Sept 2021 and a new propane furnace because my old one 23 years old and kept heating my water all the time. It was not efficient. So last year bill was a lot higher than this year should have been. And when i called them today, Sept 7 and asked if I was going to get reimbursed for them 4 months of estimated they said no because they had no way of knowing how much I used. I should have been reading the meter and see it wasn't working. Thats not my job I'm 68 years old. The person that changed the meter also said she had report of more meter in this area doing the same thing. Now this month bill 25.0 kwh and last year it was 33.3 kwh. so, if I hadn't reported it would have been estimated again. I think I should get credit for it. It's not my job to watch the meter. I spent a lot of money on upgrade to save on my light bill. I'm on a fixed income.

  Business Response

  Date: 09/08/2022

  I spoke to customer, we will change
  out read on old meter to read 21773, last actual read 3/1/22 to 3/31/22 = 26.6
  kwh per day, current actual read on new meter = 26.70, so 26.75 kwh x's 125
  days between reads = 33,337 kwh added to 3/31 read of 18436 = out read of 21773
  instead of 21912 estimate. Customer satisfied.

• Initial Complaint

  Date:09/04/2022

  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 moved into the apartment on 04/27/22. From 4/27/22 to 09/04/22, the heat (provided by National Grid) was utilized on two days - once in April and once in June. However, my bill has risen each month since April, bringing the most recent bill dated July 25th to August 24th as the highest. While this is just a few dollars each month, my concern is if this continues, the bill will be more than I can afford when I actually utilize the heat/service. I also do not agree with paying for something that I am not receiving/utilizing. I have made multiple attempts to email and call regarding clarification on this matter. In the last conversation I had with a staff member from National Grid she stated that unless I said I smelled a gas leak, they would do nothing to explain the increase each month (in service I am not using).

  Business Response

  Date: 09/06/2022

  Called and spoke with *****. Explained billing. Customer is satisfied. 

  Customer Answer

  Date: 09/07/2022

  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:09/02/2022

  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.

  On 8/29/22 I tried to pay my bill online through their website. Payment of $443.27 was submitted but message popped up "ooops something went wrong please try again later" Tried again only to have same message pop up. Later made a payment over the phone in the amount of $443.47 which was accepted. Received confirmation email from nationalgrid at 3:14pm. Never received any confirmation on the 2 online attempts. On 9/1/22 when checking my bank account I seen that nationalgrid had indeed taken out all 3 payments totaling $1,329.81. This created a $886.54 credit on my account. I called nationalgrid on 9/1/22 to request them to refund my overpayment back to my bank account immediately (spoke with a Heather and then her supervisor Lilly) who advised that they would have to put through a request to have this done and it could take up to 5 days. Told them I needed this money Now as their error had overdrawn my bank account. They advised their was nothing further they could do. Called nationalgrid again on 9/2/22 and spoke with a Felicia. She also told me that she would put through a request to have this refund issued but it could take up to 6 weeks. I told her I needed this money today and could not wait 6 weeks, but she said that was their policy and there was nothing further she could do. I asked to speak to someone else and she said there was no one else she could transfer me to. I again asked to speak to her supervisor and she said I could not but she could have someone call me back in 24 hours. I again asked her to please transfer me to someone else, she would not. I pleaded with her the urgency of needing this money and since this entire situation was there fault I felt that there must be something someone could do to help me. She again refused and read me their policy. She was very unwilling to help me in any way and would not let me speak to anyone else and then hung up on me. Any help by you is appreciated. Thank you

  Business Response

  Date: 09/06/2022

  I tried to call customer, The $886.54 was reversed to
  customer’s account this morning 9/6/22, it does tell us that it may take up to 3-4
  business days to show on account. The reps and supervisor’s did apologize for
  the difficulties the customer had and we will give the customer a $25 service
  guarantee on their account as they were not happy with customer service.

  Customer Answer

  Date: 09/06/2022

  Better Business Bureau:
    I am happy with the company's response to you. However I would like to clarify that they DID not try to call me today.  I have NO missed phone calls from National Grid and I also have NO message from them on my answering machine.  I would also like to note that they gave me a very difficult time regarding this refund and told me it could take up to 6 weeks for me to get this refund.  I wonder why it took for me to file a complaint with you for them to all of a sudden be able to handle this matter so quickly.  Its troubling the way they treat their customers.  I am very grateful to the BBB for helping me.  Now I only hope I do indeed get my refund in the time frame specified.  Thank You so much for your help.
  
  
  
  Regards,
  
  
  
  ****** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/30/2022

  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 was charged 440 dollars out of my account yesterday from national grid. I requested my last bill be mailed then they direct deposited anyone causing me banking fees also the money charged was for using more on my “budget” payments but when I first signed up I was never told it was a budget payment I was told the would assess my electric usage every three months then raise or lower my payment based on electricity used I was never told that they would save up money for a year then pull out of my bank account over 400 dollars with 0 notice. I have already moved and called them requesting all my last bills be mailed as well. This was not what was agreed upon or what I was told and is causing me fees and Financial problems. I am a enlisted United States Army solider who doesn’t have 440 dollars set aside for bills that were never discussed and banking fees when I requested all my final bills after moving be mailed. When I called customer service they were rude, uninformed, snippy and told me there was nothing they would do for me. This all occurred on August, 30th, 2022

  Business Response

  Date: 08/31/2022

  ***** ********* account was on budget billing, electronic billing, as well as automatic payment.  On August 12, 2022, David scheduled to have their service discontinued effective the same day with an estimated reading. 

  Once the account, closed this generated a final which would include any remaining balance from the customer's budget, plus actual charges up to the date the service was discontinued in the customer's name.

  On the bill dated June 21,2022 - July 20, 2022, it states "balance due company after paying this bill $314.35" which means after David made the payment of $158.00 the difference between the budget amount and what they actually owed if they weren't on the budget was $314.35. When the account closed on August 12, 2022 the final bill amount was $444.58 which included the $314.35 from previous usage as well as current accumulated charges from July 20, 2022 - August 12, 2022 of $130.23.

  On Page 1 of the final bill, it states "Your Automatic Payment Transfer will occur on August 30, 2022. Since David did not contact National Grid to cancel the Automatic Payment, the balance was deducted from their bank account as has occurred in the past.

  Please advise if additional information is required.

• Initial Complaint

  Date:08/29/2022

  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 am 23 weeks pregant been waiting 5 days for my electric to be turned on. I called and they keep saying its their policy for me to wait. Theirs no policy on the National Grid where it says a customer to wait 72 hours for someone call them about their account and to set up services. I think they need do it to people who fraud with them I have a medical condition where light is needed such as asthma , and machine for my fluids and national grid takes advantage to new customer. Very horrible and unprofessional service

  Business Response

  Date: 08/30/2022

  National Grid received the proof of residency on 8/28/2022 which was required for new service at this location. The service was connected the day after receiving said paperwork on 8/29/2022 @ 3:34pm. The service was turned on, but the main breaker was left off and up to the customer to flip the breaker on. If the customer has further questions, they can be answered at 1**************

• Initial Complaint

  Date:08/21/2022

  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 name is ***** ********* and I have been trying to get power on in my name for over a week now national grid has said that they are sending people out I have found three different days at a technician was supposed to be here my children have not been able to be home in over a week my fish have died from lack of power my groceries have all gone bad I have wasted $500 worth of food I have not had power as we speak I still do not have any power they told me yesterday somebody would be out here they told me Friday somebody would be out here and nobody has showed up to turn my services on this is a new account a new start to services I purchased my home and I keep getting a runaround with national grid this is beyond repalling when I call I've called everyday for a week straight all they do is transfer me they hang up on me it is a very unprofessional business and I am without power and it is getting worse and worse I would like something done about this I would like my power turned on I would like national grid to have to reimburse me for the food I have lost my time wasted the pain and suffering of my young children that have not been able to be home with their mother I'm a single mother I have missed out on an interview that potentially was a guaranteed job because of this this has been the worst week of my life and I don't know who else to turn to I still sit here as of today with no power and all they need to do is flip the switch it's a start to new service somebody could please please give me a call regarding this matter or an email back at **************************..

  Business Response

  Date: 08/22/2022

  I tried to call customer but the voice mail is not set up yet. The customer's service is on as of 9:12 am Monday 8/22/22, I will have the customer given 2 $25 service guarantee credits to account for a rep error and missed appointment, per the HEFPA rule 11.3 we do have 5 business days to connect service after a customer has met obligations to connect service. I will also call customer and give our claims department number to see if there is anything they can help with ###-###-#### (claims)

• Initial Complaint

  Date:08/17/2022

  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 shut off while I was out of town on the 9th of august. I’ll noticed the power was out on the 13th, called and paid my bill in full. They confirmed my phone number and said they will call before coming and that I need to answer the phone and my breaker needs to be off. I shut my breaker off. They didn’t call Saturday. I called Monday and they said that they came Saturday and I wasn’t there and they didn’t turn my power on because my breaker wasn’t off (it was). They said they would arrive before three Monday and they again confirmed my number. I didn’t get a call my three and I called back. They said they came and the breaker was on and they couldn’t turn in on (it was still off). I decided to take a day off from work on the 17th and sit on my porch with my phone to make sure I didn’t miss them. I called around noon and they said they were coming. I called at four and they said they came and called and I didn’t answer. Again, lies. I had my phone the entire time and was outside. I don’t know what to do to get my power on. I know I am entitled $50 per day they they haven’t restored my power. They keep lying to make it seem like they have attempted to turn on my power and resetting the 24 hour requirement they have to restore power. It’s evil.

  Business Response

  Date: 08/18/2022

  The service for ********* ******* has been restored as of 08/17/22 and a request for a Service Guarantee Credit has been made.

• Initial Complaint

  Date:08/10/2022

  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 had my services shut off for non payment. I called and set up a payment plan on 8/9/22, paid my initial payment and signed every document that was needed. I was told a work order was put in and given a 24 hour reconnect window. I asked to please have it noted to call 20 minutes before so that I would be able to access my downstairs to be certain the breaker was off. I was told this was completely fine and that was all. The next day 8/10/22, a technician came for 30 seconds with no prior phone call and immediately got into his car and drove away. I called national grid immediately and was informed the breaker was not in the off position and that another order would be put in with yet another 24 hour time frame. The technician was not even at the end of my street. I did my part, paid what was needed and signed was needed signing. I am without power for another 24 hours with a child under 2 because of the negligence of national grid. I was turned away multiple times from speaking to a person in higher position, told there was absolutely nothing I could do by every customer service representative I spoke to. I asked to possibly be put on for at least today 8/10/22 and was also told there was absolutely no way to be able to do so.

  Business Response

  Date: 08/11/2022

  Upon arrival, the representative found that the meter had been tampered with.  For safety purposes, the meter was removed and an electrical inspection is required.

• Initial Complaint

  Date:08/10/2022

  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.

  In front of my house, there is a gas cap cover on the sidewalk, on public property, It went missing, it was stolen. I called National Grid, numerous times, was transferred to a few departments, was promised it will be taken care of and replaced.
  After a few weeks of waiting, a National Grid worker showed up, and just put an orange cone to cover the exposed hole. This is on public property, and the cone was moved away, again leaving the hole in the floor, dangerously open, as a trip hazard.
  I keep on calling, and get a simply gas cover on public property to be replaced.