National Grid

National Grid Reviews

New England

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Overall Rating3.3 out of 5
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National Grid Reviews

ConsumerAffairs has collected 550 reviews and 270 ratings.

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Page 1 Reviews 0 - 10

Reviewed April 19, 2023

My father died in March so I called National Grid to disconnect and close account. They told me account can't be close without a death certificate. Told the Rep. on the line, that it needs to be done before or by 4/10/2023 because the elderly building give only 14 days to clear the apartment. She said will Email me the email address for me to sent a copy of my dad death certificate. I never received an email from National Grid. I received my dad's death certificate on 4/14/2023, I knew it was late. I got the last electric bill on 4/18/2023, amount to pay $96.67 with an R1. Called National Grid and asked why my dad's bill is R1 and not R2 as suppose. I help my dad fill out the R2 request on Feb 2023, mailed with the bill on 2/3/2023.

They must got it, because March bill was on R2. The Rep. on the line said that due to acct is on a deceased person nothing can't be change, the application for R2 never got to them. The bill is double of what normally my dad used to pay, I can't afford that amount at this time, I have lost income, used savings to paid my taxes, I'm broke. I told the Rep. Asked to talk to a manager, the Rep put me on hold for 5 to 6 minutes and came back to tell me... nothing they can't do, the bill needs to be paid. She asked me my address or my Email. I told her no, I not giving that info away. I decide to contact the manager of the building my dad used to live in, she help me out. Please, if you have an R2 on your electric bill, don't National Grid that someone had died till you received the next bill to avoid R1 overcharges.

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Reviewed Feb. 13, 2023

I was a customer for at least 18 years. I moved and made sure I paid my balance. After moving I received a bill from collections. I called National Grid, explained I didn't owe anything. Even called collections. Told them I owe nothing so I had no choice. I paid what I didn't owe. Now national grid sends me a check months later for the amount I overpaid that they threatened my credit with for no reason. What a terrible way to do business. What an awful ordeal to put your customers through. Maybe you should listen to your customers .

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    Reviewed Dec. 27, 2022

    Avoid business with this company if at all possible. Moved out of my apartment in September at which time I notified National Grid of the move and asked to close my account. Received a bill in October that I paid assuming (incorrectly) that it was from the remained of September. When I again received a bill in November I called National Grid. At that time the representative I spoke with told me she could see where I requested the service be discontinued in September but it wasn't so she would disconnect and I needed to fill out a final bill dispute form. I completed that and then heard nothing until receiving another bill in December accompanied by automated phone calls about my bill being past due. Since calling clearly did not work previously I tried emailing the company. No resolution over a week later and am calling and emailing again today.

    To top it all off, when I spoke with a representative in November, she informed me that someone else opened service for the apartment in early October when they moved in. So National Grid has been billing two people for the electric service. Overall this is incredibly shady, frustrating and could soon be impacting my credit score.

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    Reviewed Dec. 12, 2022

    in December when everything is freezing, this company tells you that if you want to start a service they should check your identity which is fine, but the time they need to do that is 10 business days, what are your employees are doing there? I lived in NJ, PA, and now moved to NY, and none of the other utility companies need so much time, Verizon put the service on with cable management and everything just the next day, Con Edison electric company, provided service in the same day and you need 10 days for just reviewing my ID? This is a joke? And then god knows when the technician will come to turn on the service. You guys are ridiculous.

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    Reviewed Dec. 6, 2022

    I don't know how many times I have tried to get accurate, understandable information about National Grid billing. I have PTSD related to calling these people after living in two rooms and getting electric bills over $600/mo. Every time I call the customer service people are either:

    (1) Incoherent, for instance I have had a rep state that a mysterious "balance forward" was for one month, say August, and then later in the conversation forget their own lie and say another month for the same balance forward. When I ask what month the bill is related to, they can't provide a coherent answer.

    (2) Act like thugs, literally. I had an open PSC dispute over a bill for more than $600/mo. There was no resolution to this dispute, but NG simply waited until one of the hottest days of the year in mid-summer and then shut my power off, leaving my sick, elderly pet trapped in a sweltering house at like 99 degrees while I was at work. Then they extorted the entire $600 from me in one day before turning the power back on. So I'm sorry if I seem rude to you. But you are an awful company. Sincerely, Your customer

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    Reviewed Dec. 1, 2022

    Called their customer service who sounded more like a NYC Department of Motor Vehicles employee. Had no knowledge of what I was calling about, and rather than be helpful was more confrontational. Her name was Lana (so she said). At first her name was Anna and then when I said I was going to report it, her name changed to Lana.

    Called about a notice I received about an inspection. The inspection said there was an obstruction from 1 1/2 years ago. I asked why they waited 1 1/2 years to address an obstruction, and what is this obstruction they are talking about. We had an inspection 1 1/2 years ago where their service member came out -- I had to take off work to let him in -- and he spent 45 minutes going through all the gas lines and said everything was fine.

    She said she didn't know what obstruction they are referencing because they don't have any records, and they don't keep records of when service technicians go out and conduct inspections or service appointments. I asked her if she works for National Grid, and she said, "If we keep records for everyone do you know how hard that would be." I said, "That is your job as a service provider to keep service records so I wouldn't have to call you regarding this notice." I was puzzled, since I received a notice about an obstruction from 1 1/2 years ago and wondering where they got this from if they don't keep records.

    After that, I knew I'm dealing with someone who has no clue what they are doing. I then asked for her name. She then said I'm taking out my anger on her. I said, "What anger, I'm calling to ask for information and you're not being helpful at all but giving me excuse that you can't help me." When I asked to speak to someone else, she said, "You're being difficult" and hung up on me. All in all, I spent 15 minutes on the phone and got no results. Whenever I call National Grid (I had to once before), it seems their customer service are more like customer disservice. They don't know how to speak appropriately, and they are very confrontational.

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    Reviewed Oct. 5, 2022

    I have been a customer for many years. I am disabled and have a tagged meter. I established a payment plan and have held up to the plan and paid bills in for lol including the payment arrangement amount. I called to ask a question about my payment plan in Upstate NY and a woman named Nanette answered and started arguing with me about a gas supply charge on my bill that actually gets paid every month even though my household is electric. I explained that I had an old boiler that was replaced by the city that I live in a few years back and that’s when everything changed. She proceeded to argue and say that it does not make sense that my electric portion is higher or something about my summer and winter bills.

    I said, "Look, I have a terminal illness and have no strength to argue about a stupid charge that I pay anyway." She says we to get to the bottom of this. I said, "Is your job that important that you need to harass a terminal patient about something they pay anyway." I explained that I have tried to get the charge removed on several occasions but was told that it’s standard billing. I asked for a supervisor and a few minutes later a someone came on the line claiming to be a supervisor and it sounded exactly like Nanette pretending to be someone else and she was almost whispering. I said I don’t need harassment with the little strength I have to call and she said I was right and I said leave me alone and hung up. It is not okay for these people to harass me and give me the third degree like I’m a criminal or something, I am paying my bills and plan every month.

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    Reviewed Oct. 1, 2022

    Of the many problems National Grid has created for me this one takes the cake. National Grid transferred a complete stranger's $1708.08 outstanding bill for a completely different address to my account. From July. But nowhere does my bill reflect the reason for this charge. I was on the phone w/ them for an hour. And they're telling me that that debt transfer effectively cancels my own low rate deferred payment plan. How can they just add a stranger's bill to my account?? File a Dispute is all they say. And I'm sick w/ covid. I will reach out to my local media because this is crazy.

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    Reviewed Sept. 21, 2022

    I wish there was another company I could go to for Gas service. This company is horrific.. They always come to my house at unexpected hrs in the day to dig under ground for their benefit but when their customers need them we have to wait 24hrs Or more for service And when they do come it’s 1,2,3 o’clock in the morning when people have to work... All of a sudden no one is available to come at decent hours in the day.. Make it make sense..

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    Reviewed Sept. 3, 2022

    It was horrible, seems like they do not know how to do their job. SMH. My electric was shut off on a Tuesday. I called them right after. I was literally transferred to 8 different people before I got someone who knows how to do their job. She apologized and said the earliest she could have someone come out was August 31, this was August 22nd. I called back 2 days later and the same thing. I asked to speak to a supervisor, was put on hold, 5 mins later she comes back on the phone and says, "I'm sorry. I can't get anyone out til the 31st." Smh. I also have 2 kids in the house. Why couldn't they have someone come out sooner.

    It didn't take long to shut it off but it took 8 days to turn it back on. This was very unacceptable and not right at all. I lost 200 in food and had to have my kids go to their grandparents. I also think I should be reimbursed for the food we had to throw out. I wish there was a different electric company. Also half the people I spoke to did comprehend English. Smh. Worst company ever.

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    National Grid author review by Jonathan Trout

    National Grid is an investor-owned energy company that services New York, Massachusetts, Rhode Island and the United Kingdom. It promotes sustainable energy and educates the community about the importance of clean energy and energy-saving practices.

    • Smart energy solutions: National Grid’s smart energy solutions program gives you more control over your energy use. Through the program you get free energy kits with smart thermostats, smart plugs and direct-load devices. You can also participate in conservation days where you lower your energy usage during peak hours and receive bonuses on your pricing plan.

    • Residential energy saving programs: National Grid gives you the option to participate in multiple energy saving programs like ConnectedSolutions and coolControl. ConnectedSolutions is National Grid’s consumer energy platform that integrates with your smart devices and appliances to control energy use remotely, helping you save more. Eligible customers can participate in the coolControl program, which uses a smart AC kit to let you control your AC unit from your phone. Earn rewards points for participating in the coolControl program.

    • Supplier diversity and sustainability: National Grid gives minority-owned, women-owned and small and sustainable businesses equal opportunity to apply for its procurement and sourcing process through its Supplier Diversity Program. This program helps sustain economic growth in the states they operate in.

    • National Grid Foundation: The National Grid Foundation is a nonprofit organization dedicated to strengthening the economy and improving the quality of life in National Grid’s service areas. It awards grants to nonprofit organizations that strive to make an impact on underserved neighborhoods and organizations that focus on providing environmental education programs.

    • Convenience: Start, stop or transfer services, report and view outages and set up online bill-pay from the company’s home page. You can also choose how you want to pay your bill, either by bank account, credit card, phone or automatic payments.

    by Jonathan Trout ConsumerAffairs Research Team

    As a member of the ConsumerAffairs Research Team, Jonathan Trout believes having access to free, comprehensive information on products and businesses is vital to making smart purchasing decisions. He focuses his efforts on researching and reviewing multiple brands across a variety of industries, with the goal of writing unbiased buyers guides to help inform consumers on impending purchases.

    National Grid Company Information

    Company Name:
    National Grid