National Grid Reviews

Horrible electric and gas company. Fees and charges are upcharged way beyond all average costs. They do not work with payment plan options effectively and continue to overcharge. Service is not quick. Do not recommend using them for service.

Was shut off because of late payments and I totally understand. Called and paid but still have no power and all the food we have has gone bad. Thank you!!! That's way they are called National GREED¡¡¡!

I have never had such a strange start with a company. I rented an apartment and was told by the landlord to get National Grid to put the gas bill in my name. No problem. I did that. Almost immediately they are obsessively calling me to tell me I need an appointment for a new meter. I make an appt then that appt is canceled for no reason and the obsessive daily robocalls start again.

My gripe with National Grid are the charges that I don't believe I (we) should have to pay. The Energy Efficiency charge, which they describe as "The cost of energy efficiency program services offered by the Company." If I am paying for it, how is it offered by National Grid? I added up the charges from June 2024 to January 2025 and I paid $107.73 for this program offered by National Grid. It's a money grab for 3rd party companies that rips me (and others) off. I will never use anything they send me. I will not have them come to my house, I already try to keep my bill low and there is nothing they are going to be able to help me with, including the "free" led lightbulbs (give me a break!!). I would prefer the money in my pocket.

They’re the worst! I went food shopping for my family and I, and it was 100 degree outside, the power went out the whole night, which ruined all the food, I got two babies which were suffering so much from the heat. I still have no power while I writing this. It’s been over 6 hours now. I should get some type of money back because of their fault.

Horrible customer service. It is almost impossible to get a human on the phone and when you do get one they are even more useless than the automated responses. I sold a house and been trying to cancel services and I still keep getting charged for them. I no long own or live In the property and I have no contact to the buyers but National Grid keeps bullshitting me when it comes to canceling the services. I'm still being charged while someone else lives on the property. They will be hearing from a lawyer soon.

National Grid is the worst company to do business with of any utility provider. Predatory and deceptive business practices. The most unprofessional, bordering on abusive customer service experience ever. They're stealing from their customers using algorithms and "smart meters". Collecting debts outside of statute. If our representatives weren't already in National Grid's pocket, they'd already be out of business.

Apparently, our meter was not working since August 2024, we had been receiving estimated bills rather than actual meter readings. It was not until January that I received a letter from National Grid indicating a meter reading could not be obtained with a request for me to provide a meter reading. When I attempted to get the reading, I found the meter had no display and was not functioning.

I had a confirmed appointment to have a meter removed. Window of service 8 am to 12 noon. It was finally removed at 7:30 pm. 5 minute task. I was told lies of emergencies. No status updates even though I called several times. Night crew tech showed up and said he wasn't even given the work order until 6 pm. When he showed up, he wasn't sure what he was supposed to do. Simple work should have been scheduled first. But no.

I was a customer for 3 years but when I moved I called well ahead of time to cancel my service but they conveniently didn’t email me confirming my termination of services and then they forced me to pay the bill of electricity I wasn’t even using because I had already moved out. Awful business and super unhelpful service when you catch them in the act.

This company should be in jail. They come in person during hours most people have to work to “replace a gas meter”, send letter stating they are ready to take legal action to get their meters back and never answer the phone on the customer service line. Been on hold for an hr and I’m writing this while still on hold. I tried doing my own customer service online before writing this too but it turns out they haven’t fixed the issue I called about last year! They mixed up my social security number with another customer from Long Island so I can’t even access my stuff online. This needs to be addressed asap.

This is INSANE! We have an emergency and NO ONE is coming. 4 phone calls to emergency line. NO ONE schedules the call correctly and WE ARE STILL WAITING. They are horrible and we feel like there are no options.

I can't even believe my bill has been over $1,000 a month. Most of it appears to be fees. This is absolutely devastating my standard of living. They charge like some guy is personally delivering the power. This is not right. Who would do this to a community they love? We have electric heaters and believe me, we used much less of them than was needed. I remember what I was paying 10 years ago and I know they can do better for us. Shameful way of doing business. My roof is unsuitable for solar but absolutely everyone else seems to have it. So should not the price go down for the rest of us? Lastly, they are a monopoly here and can change anything they like.

This is one of the worst websites I have been on in years. I get 500 page error after logging in. I get it from other links on the site. The links to make a payment seem to work, but each page that loads -- pay by check, automatic payments -- just sit with a preloader. I've tried it on Chrome, Safari, FireFox, but no dice. SUCKS.

Delivery charges are more than my bill making it so unaffordable and yet they have no one to answer the phone. It's like they have no one working there but they increased prices this year. Disgraceful.

Their website is the single worst thing on the internet. I get 404'd when I click on a button in their site. My bills can be inaccessible for indeterminate amounts of time. I've gotten into an authentication loop where it was automatically forwarding my browser to URLs over and over again. My recurring payments opt-in keeps being forgotten. Notifications for successful payments turn out to be incorrect and payments ended up not going through.

I seriously can not believe the National Grid Gas Bill increases this winter in Massachusetts. There is a 40-60% increase in National Grid Gas Bills in Massachusetts and the government has done very little to curb the out-of-control rate hikes. The State House has only asked for a 5% decrease and they are the ones who initially approved the massive increases. And why are we funding the Mass Save Program? They are not making a big difference for consumers and the Federal Tax Relief Programs are much more effective. This is like throwing families and seniors out to the street to freeze especially during the coldest winter here in 12 years. Eversource is no better - they have been screwing us for years. I switched all my appliances and my furnace to gas several years ago because it was reasonably priced, BUT GAS IS NOT REASONABLABLY PRICED ANYMORE!

Horrible customer service, feels like a we are forced to pay for something not being used. Impossible to get in touch with someone. Spend the cold winters in NY without heat and no help from them except for receiving huge bills.

An hour on hold is not acceptable and your online start service would not work, it could not verify the 4 accounts I already have. Still sitting here on hold. This company sucks. Bills have gone up crazy and service has gone down. Good job

I have tried every way I can possible to communicate with their customer service department. Which, as a consumer, is the only people you can communicate with. They have failed at every corner. They have left me without electricity for 7 days due to their negligence, not mine. Which mind you I kept having to prove over, and over and over again every time I called to rectify the situation. I get nothing accomplished my first time calling EVER. I am always forced to be frustrated, hang up and then have to call back at least another time, possibly more, to get my matter resolved. Awful company and if I had another option I would take it in a heart beat. But unfortunately this is out power companies work. One or maybe on the rare case two companies in the area, no options to go somewhere else. Disappointed.

I've gotten 20 automated calls to schedule replacing my meter. I've called ten times, a total of 4.5 hours of hold time, including 2 calls holding over 1 full hour!, and never had my call answered. The recording in the last few days has changes with a URL to schedule on line. Except they butchered the URL!!! It's truly worth spending time to write my first review. Terrible.

National Grid was ready to turn my 91-year-old mother's power off for late payments. My father is dead and not available. Recently diagnosed with dementia, we just found her hospitalized. Called to access account but not a secondary. Called to pay and offensively asked for a checking number, like who uses them? Paid and wouldn't EVEN SEND ME AN EMAIL, POLICY. Gave a confirmation number, can't make this stuff up. Hope I don't lose it since can't access account until loopy mother contacts them. Poor brother is going to have her call, but it will be a whopper. America hates old people. Sent note to GOP. First time glad they're shaking things up. Hope the Grid is next!

If I could give National Grid negative stars I would. I have had them for years and their rates for both gas and electric continue to skyrocket. My usage has gone down, but the price for "delivery" has double in the past year. It's to the point it is not sustainable for me because the cost is so high. Sadly other than moving, I have no choice because my Town does not offer any other choices.

If I could give zero stars I would. Their automatic payment is so bugged that even if you submit a payment before it they'll still charge you.. I got double charged because these morons can't fix their payment system.

It is good for National Grid that they are a monopoly and that natural gas customers have no choice because they are the absolute worst company, per the customer experience, for anyone to have to deal with and they know it and they don't care. I would list all the issues I have observed over the past few days in trying to correct a wrong address issue in their system - from complete lack of any accountability, to heartlessness, to lowest level of competence across the board, but ain't nobody got time for that. So, in short, They suck and it's worse than it appears. If you have the opportunity to convert to electric heat pumps and solar, don't think twice, it is the way. I would even go as far as saying that oil heat would be a better option rather that giving this organization a single penny, ever. Hope that helps someone.

We have been fighting with National Grid Gas for about 1 year regarding monthly charges for 1 apartment which is being overcharged monthly. The average monthly charge for Gas in MA is approximately $170; National Grid is charging us over $500 a month for an apartment. The apartment was empty for 4 months, no heat usage/hooked up, no hot water usage (water was shutoff due to sink replacement), no gas stove and the amount National Grid charged for gas for the 4 months was over $500.00 per month.

Customer service is below worst expectations, while polite, it is completely useless to resolve simple issues. My gas meter was shot down by National Grid technician by mistake??!! It took 3 phone calls to get them to understand the issue and send a tech to restore service. And this is critical infrastructure company! 7 days without gas in the winter.

I wasted a few hours in a few days on the phone with very nice people mind you, trying to get them to come out or move a box so my house could be sighted and then put the box back on. They cared more about the proper name to call me then getting done what I was asking. Which still isn't done by the way.

Went through all my old bills from the past 3 yrs., as I do keep track of them, Aug/Sept 24 was the highest bill in all that time, While also it was the Lowest usage of these months of those 3 yrs., but still my bill went up,, Why, as it is we burn candles now at night so we don't have to turn any of are energy saver LED lights on, No electric heat, just hot water for the 2 of us retired people, are we going back to the olden days ? Living on Social Security, the electric is eating up the money we need for our property taxes and car insurance, Good thing we grow a lot of our own food, Why So High Cost When we use so much Less of your product?

If I could give lower than 1 star, I would. I enrolled in autopay and received automatic emails every month confirming that my bill had been paid for 11 months. After month 11, I received notification that my service was going to be disconnected because I had not paid my bills. After many unhelpful calls to National Grid, I finally managed to pay my debt online and received a receipt showing that I had paid; however, after checking my bank statement, I realized that payment did not go through there either. Because I was monitoring my bank statement (and only for that reason), I called back and once again, paid my now hefty bill for services near the end of August.