National Grid Reviews

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.

CONSTANT POWER OUTAGES IN LIGHT DRIZZLE or less. Moved here from the south, never in my life have we experienced so many power outages in our town. The minute it drizzles the transformer explodes. It’s actually really bad. Also, if the power goes out after 5 PM DO NOT EXPECT IT BACK ON UNTIL THE NEXT DAY! They lie!

I have had a horrible time with National Grid. When you call nobody knows anything nor can give you answer. They adjusted my balanced billing to an incredibly high number that was illogical. I had to call at least five times to get it fixed. They take your money and are unapologetic. They don't refund anything in a timely fashion if they make an error. Their website takes forever to load. I am a Boston resident and have no other option than National Grid. It is awful.

This company is a SCAM. We live in an apartment that unfortunately uses their "services" (more like obligatory theft) so we have no choice. Our electric bills have been nearly DOUBLING every month, we're a group of 3 who all work full time and one of us was traveling for work for HALF THE MONTH and we still got charged over $430 for the month. Absolutely ridiculous, summer is only halfway over, not looking forward to the $700 bill for the next month. If you're a homeowner, please put as much distance as you can between yourself and National Grid, they are greedy parasites who only care about their profits.

Absolutely the worst website I've ever encountered. How does anyone pay a bill on this website? How was this website released to the general public? Every software engineer who ever worked on this piece of software should be publicly humiliated.

This company is horrible. If you have the choice to use another energy company DO IT. Unfortunately, I don't. Power's been out 20 hours (which is something I understand I cannot control) however, every 2 hours they say it will be fixed and I've been waiting 18 hours hearing this. There's 6 of us who have no power and you would think you would see people working on the downed powering but I didn't see anyone there last night so apparently they don't work through the night. I have 4 dogs and no water and 2 fridges with food in 90-degree weather. These people are lying to me constantly and insensitive about the needs of others.

Worst company on the planet. I cancelled my power when moving out of an apartment on Nov 30th. They have been charging me every month ever since. They are also charging the new tenant! I've called 7 times for probably a total of 15 hours on the phone. Everytime I call they tell me they have no record of any of it, then after about 2 hours they miraculously find all the calls and tell me I'm all set, and then the following month I receieve a new bill with the new total! $2200!! I'm about ready to hire a lawyer. They are as crooked as they come. You can't tell me they don't do this all day long to people and just expect they'll pay it. The last time we spoke they told me I had to prove it all in a letter, new leases, old leases, call logs, final bills, new bills, moving receipts. What a joke, prove that you are trying to extort me for a power bill I do not owe.

This Company is joke, an embarrassment for the Customer. Straight up robbery, only Company where you don't use electricity for entire month and you still pay the same amounts like you using electricity. I went away for vacation and I shut down everything on my house. When I got my bills it was the same like every other month. I just can't understand that.

Worst customer service from any company I have ever dealt with in my entire life. They are literally parasites that work there. They have no compassion, I don't even think they are human. Run away if you have other options. They are vicious people as well. They will try to hurt you.

I am not at all satisfied with the work done through Mass save/ National Grid energy assessment program. I thought it was a great program prior to seeing the actual work completion. If something is substantially reduced and seems too good to be true it usually is. I would rather have paid out of pocket fully for a reliable and quality contractor than those discounted that Mass save contracts with.

I've been with them for four year now since. I always have problem, they're overcharged customers, never can understand their bill and the worst thing customer service people are rude. They not willing to explained anything, informations aren't uniform and they always ready to hang up the phone on you when they don't know what to say.

Approximately 2018 my electric bill started tripling. It became astronomical. I called them multiple times to dispute and they kept saying it was accurate. Billing 2500-3000 kw month for 2 people small house. Researched family of 4 averages 540 months.

I am on disability and I don't get that much.. On January 26th I went to pay on my bill which I was having a hard time so I spoke to a representative which sent me over to some automated thing to pay your bill. It wasn't working for me so I went in my emails to find my bill as I couldn't pay thru the app or thru the system I was sent to so I did it thru the email. It went thru with no problems. I got a confirmation number so I thought I was good to go. I woke the next day to see another payment was taken off my card at 6:30 am when I wasn't even awake... I don't understand how this happened so I called NG and was told. "Well cause it's still pending we can't do anything and that goes thru Western Union.."

Guilty of CORPORATE GREED. This is nothing new of course and now we are being given a rather sad choice in regard to the Smart Meter. They have you both ways whether you fall into their scam or not. Either way it will cost you more money for your energy on a monthly basis. Review your choices and remember, while this IS federal, not every corporately greedy company charges all these extra fees, no matter which option you choose.

If I could give less than one star I would. National Grid has the worst customer service and does not care about their customers. There seems to be an ongoing issue with power surges on the street we live on and we have contacted National Grid several times and have gotten no traction. A representative by the name "Nancy" was very rude and unhelpful and sent us in circles multiple times. She wasted our time with filling out claim forms, and the stated they are not at fault and referred us back to our insurance company. There seems to be a re-occurring issue with National Grid and it does not seem like they are willing to look into the matter of "Dirty Power" being supplied and won’t investigate or rectify. These issues have cost over $25,000 for the power surges.

Left me without heat for over a week, tried to book an earlier call but they claimed to be overbooked. No sympathy, no apologies. Very disappointed. When asked to speak to a supervisor call would get hung up.

Impossible to communicate with. Uses ignorant robot for calls. Waited a half hour to talk to an understanding human, then hung up. Is there something else to use rather than this monopoly. Was supposed to change gas meter every 7 years. Never did. Violates MA State regulations. Hire more human beings.

They say they are not a monopoly, but where else can you get electric service? They have a window of 8 hours with promising a call one half hour before coming. They call on a private line and don’t leave a message, who answers a no caller id number? Spoke to Jackie who was very condescending. No customer service at all. Very frustrating and aggravating! No one wants to help business out anymore!

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.

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 .

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.

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.

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:

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.

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.

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.

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..

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.

This company is horrible. They take advantage knowing people don’t have much of a choice but to use their company since there is zero competition between utility companies. For years we have had an outrageous bill. We have had the meter changed a few times, etc., and still no change. We tried living in the dark among other obvious things to help cut the bill down but to no avail. This past year our monthly bills have been the worst yet! 700-800 per month during the cold months is outrageous. We pay what we can on it every month but it’s never enough. We can’t catch up. They come to our door and humiliate us in front of the neighborhood. They get away with insane rates and it’s disgusting. NO WAY should a utility bill cost more than food or a car payment. This is ridiculous. They’ll keep getting away with it too.

In 2016, through National Grid we were referred to Mass Save for an energy audit. Homeworks responded and we were thrilled with the education and service they performed to help two elderly and disabled seniors save money. We have central air throughout the house with the exception of one room added on afterwards. This 10X12 room required a separate unit which we purchased through Homeworks. Homeworks installed a "Fujitsu" split system. We live on the coast and according to other heating/cooling companies "Fujitsu" is not recommended for coastal homes because they rust out and become inoperable in a relatively short period of time. We are proof of this as our unit has had numerous service calls and each one we were told to replace the unit because it is inadequate and runs poorly.

Paid to have electric turned on which they said would be on within 24hrs. First representative told me to make sure main breaker was off or services couldn't be turned on. I immediately turned all breakers off. After I made the payment, I called again to make sure they received payment and again was told to make sure main breaker was off which it was. I come home from work the day it was supposed to be on and it wasn't. I called and was told they it couldn't be turned on because main breaker was on... Um no it wasn't. IT WAS OFF!

Currently National Grid is taking advantage of customers and going door to door on overdue payments to shut off your power. Even if you have made a payment within the last 30 days they are still able to shut off your power. They will not call you, then will knock on your door and if you don’t answer will shut off the power and leave a note on your door. If you are home, they WILL collect any payment for any amount, you DO NOT have to pay the full amount or even half. After that you will need to call and go on a payment plan however if you miss a single payment they will shut down power again. They will tell you payment plans are for 12 month however they WILL DO 24 MONTH PAYMENT PLANS.

Cannot get into my account. Cannot get anyone on the phone to help me. Constant problems. Website and company are a joke. They will be held accountable. They think they can treat people any they want. NO.

Back in November 2021 I tried to pay my electric bill online. When the webpage appeared to be stuck and the payment not posting I called customer service to make the payment instead. The following week I see that National Grid deducted the payment twice. After calling numerous numbers and speaking with one particularly nasty woman who yelled at me and told me that it was my own fault for trying to pay it online and then calling customer service (which I had gotten her name), I ended up having to go through my bank directly for an unauthorized ACH in order to get the duplicate payment refunded to my checking account. The customer service rep at the bank couldn't believe it.

This company is a complete joke. Wanted to pay my bill, but I had some questions because it was unusually high. Attempted to contact them. Called every number I could find multiple times- wait on hold for over an hour OR no answer. Sent emails. No response. In the meantime, another bill comes. I'm still trying to get a hold of them; without success- now I get a disconnect notice. I'm forced to pay without the opportunity to question/challenge the accuracy of the charges or get disconnected. Scrupulous business practice in my opinion. Filing a complaint with the Utility Commission.

For the first time in my life I've had an electric bill over $300 in one month. Delivery service $153.71, Total supply service $142.23 and Gross earnings tax $12.33 for a total of $308.27. So much for updated everything and cutting back. If I didn't I'm sure my 1000 sq ft home would probably be over $500.

I cannot sign in, changed the password, and it tells me it's the wrong password. Telling me the answer to my security question is wrong... IT'S MY GRANDMOTHER'S FIRST NAME... I KNOW MY GRANDMOTHER'S FIRST NAME.

We woke up at 4:00 a.m. the morning that a big blizzard hit the East Coast. Our power had gone out at 4:00 a.m. by 6:00 a.m. the power was back on we were ecstatic. We assumed that when it went off at 4:00 it would be off throughout the entire storm and thankfully National Grid had it up and running that morning and we never lost power after that. We were so impressed and very happy. It was in the midst of the blizzard we heard the transformer blow up. They were on it. Thank you.

National Grid DOES NOT HAVE a good company policy in place to PREVENT A FRAUD. They unlawfully collect the money from the people whom THEY DID NOT PROVIDE the services. I had abusive tenants who intentionally did not transfer National Grid bills on their names. I contacted National Grid and explained that I never occupied the house and current tenants signed the lease to pay rent and utilities but they intentionally did not pay anything to live for free while keeping two full-time jobs. National Grid refused to resolve the issue.

I was having multiple problems understanding my bill, changing address, finding account numbers. When I called I spoke to a young man named Joey. He calmly walked me through every issue I had. He was professional, upbeat and had a great sense of humor. Thank you.

Confirmed day/ time between 8am - 4pm for them to manually turn on power. At 3:45 pm, freezing house & no power. No one ever came. They LIED in reasoning saying "load not off". I made sure the main breaker was off @ 7am.

For 2 weeks I called Nat Grid to confirm moving details and I spoke to 4 different reps with each giving me different incorrect info. I opened my account in 2012 when I bought the house. Now in 2021 I’ve sold it. Buyer can’t get account in their name because in 2007 an inspection was due based on work that owner had done that required an inspection. NO one told me this until a day before the house was scheduled to close. So now the city of Buffalo has to do the inspection. But I can’t reach anyone in the elec insp dept so; needless to say, the house is not closing until the inspection is resolved.

Every time I try to pay my bill online, the website is so slow and the page doesn't open at all. Whoever created and designed the payment page needs to quit and be replaced already. Please hire someone else to fix it. It's annoying.

This company is complete trash. My poor 70 year old grandmother is expected to have no power for 4 days. It is below freezing. Wow. Just wow. Let her and her animals freeze. She's called to try and beg them to fix it but they won't even take her calls. Wooowww.

This utility company handles both Electric and natural gas in our state. We wait quite a while to get our power turned back on. People in my state pay a lot for both utilities owned by the same company. Our state allows this. Poor people do not stand a chance in RI.

1) They opened my gas account but without my name on it, they threaten to close the un-named account. 2) Finally they added my name, but they over-added, they add my name to my neighbor's account also. 3) When trying to open a new account, they need me to send my IDs through email to them to verify, however, the recipient's email inbox is full, my email got rejected.

I contacted this company well over a month ago to start electric service. I fax them all the proper documentation. After two weeks I called and they said they didn’t receive anything so they set me up on the phone. They told me that someone will be in contact with me within five days. That was three weeks ago. And no one has contacted me. I’ve left numerous messages and nobody ever returned my call. I lived in Florida for 33 years and when you wanted electric service you make a phone call and within a day or two it was all taken care of.

They are the worst. If you can go elsewhere run from this company. I pay by check every month without any problems. I go to make payment for this month my account is locked, so I call customer service. Explain the situation and the representative tells me my account is locked because I returned a check, which I did not. So I went though every payment with her and she verified that they received all the payments (again no missed payments). So when I asked why is the account blocked from me paying by check her response changed to I put in the wrong account number and it immediately blocks me from paying by check for 6 months.

I wanted to pay my bill today, but I couldn't find my bill amount in details when I logged into my National Grid account. So I called customer service, a woman name "Dawn", yelled at me over the phone from beginning to end. I didn't get a chance to talk, every time I tried to ask a question, she would jump in, use a louder voice to dominate me, repeat to me that I need to switch to Firefox..., when I asked to be transferred over to a supervisor, she hung me up. I called back, talked with Linda, and asked to speak with a supervisor, again I was told no supervisor was available, then I was transferred over to regular customer service - another way to hung me up.

Just have a very unpleasant experience with their marketplace. I moved to my new home and have account set up on Nov 17, saw they have the Nest thermo on sales for $199 before rebate. Unable to buy it because it will take them 1 month to have data show up on their marketplace system. Chat with a bot, and bot told me I can still purchase with full price, tried it and found out there is no way to bypass the rebate eligibility checking.

I have the utmost respect for all these men and women that work in some miserable weather to bring us back light. When we had companies from other states that left their families to help N.Y. State get back on that is to me being selfless and amazing. Thank you all for everything you do stay safe and God bless you and your families. Thank you.

I think that National Grid might just be the worst utility company out there. Their website is horrific. It's always slow, it's far from user friendly and it takes forever to load on any given day. The wait on the phones to speak to anyone is ridiculous, I waited over 45 mins. On top of that, I have registered 3 times now for auto pay and it still hasn't gone through. To make matters worse I am forced to use them. We should be able to pick our utility companies like we can our phones. National Grid is the absolute worst.

National Grid is a terrible company. My husband and I have been so dissatisfied with them for a year and are now trying to leave. The hold times are never less than half an hour and the service is horrible. In no way would I recommend them to anyone. I tried to stop our service and I was not allowed and they are requiring my husband to be the one to do it. Horrible company, terrible service. DO NOT USE THEM.

You've had years and years and years to figure out how to keep power on during hot weather when usage goes up. And you still haven't figured it out? How embarrassed are you? You have one job and after 56 years of my watching, you still can't keep the lights on. How disgraceful... You should be abolished...

If I could I put 0 stars to that company! The worst customer service I've ever had - ever. Departments can't communicate with each other at all. I got bounced around so many times on the phone I lost count. I've had an on-going issue with starting a new service. I've retold my story to employees over the phone repeatedly. No one takes ownership. A whole lot of passing the buck and leaving the customer hanging. I have spent way much time and energy trying to resolve an issue that NG called ME once - left a voice message which I cannot understand because it was corrupted - so I'm not able to talk to manager or any responsible person.

The worst customer service I've ever had - ever. Departments can't communicate with each other at all. I got bounced around so many times on the phone I lost count. I've had an on-going issue (new gas meter) for 6 months now. I've retold my story to employees over the phone repeatedly. No one takes ownership. A whole lot of passing the buck and leaving the customer hanging. I have spent way much time and energy trying to resolve an issue that NG called ME about in Sept of 2019. It's now March 2020. How is this company still in business?!

My electric bill is usually $55.00-$65.00 every month with $65.00 On the high end. I have gas heat. I noticed my bill was $100.55 this month. I live alone in a duplex and am extremely aware of my lights and always only have light on which room I am in. Turns out my bill was $59.20 and a charge that said supply service was $41.35. I've never seen this so high especially as it's almost as high as my bill. I called National Grid and they're telling me it must have been my Christmas lights lol. I had surgery and never put up anything this year because I couldn't. I'm literally just in kitchen or living room which is light outside in day and I have one little lamp on till about 9 p.m then go to bed. Then she said maybe I'm cooking to much. My stove was broke for 2 months and had no element in it to cook nor do I ever cook. She then asked if I have a refrigerator plugged in, doesnt everyone? Then she said maybe my appliances are old and going bad.

I am still on hold, waiting now 40 minutes, listening to the most mind-numbing music imaginable- the same 10 note piano melody played over and over ad nauseum. I've been on a budget plan for 5 years and they last dipped into my account just 2 weeks ago. They call me today to warn me my account is scheduled for termination today, when I can the credit department listed on the bill, I get someone trying to sell me appliance insurance, calling customer service has me on interminable hold. Is this company really this mind-mindbogglingly incompetent? What happened to the day when you called someone about your bill, and they answered the phone? Better Business Bureau will be my next letter.

It does not appear that National Grid is actually all that concerned with providing electric service. It is simpler to get a permit to carry a concealed handgun than to sign up for household power with them. Once one finally gets through the lengthy and complex process, the field people are surly and unpleasant. On the positive side, the whole experience will make you appreciate the novels of Franz Kafka more than you did before.

Tried many times to get them to change this back to the old style and they refuse.... stating everyone on their side is fine. Sure it is, you doubled my bill with the new meter. Plus the digital meters can be hacked! Claimed I needed to hire an electrician that may be an appliance was failing causing the spike... REALLY??? It's not a spike, it's consistently higher than on the previous meter. Someone needs to fix this before my lawyer gets involved and I call the local TV station!

The worst service ever, I called to return the gas to my house. They gave me time from 8:00 am to 12:00 pm, who can be stand by for 16 hours??? In this cold weather they left me without heat. This is against the minimum human requirement. We need to think for another option. This company should doesn't deal with US people anymore.

Call National Grid on November 13 2019 to transfer the service to my name. Wait 40 minutes on the line. Finally, a lady who is not very patient and polite say the tenant leave the account with not good status, so she cannot transfer it to my name unless I provide further documents. She say the whole process take several days. What?

Power out 2 days after wind storm on lake ontario, in Nov. Fast and concerned workers, we APPRECIATE their service. Seeing them on poles in ice storms, in the middle of the night, and in dangerous situations trying to protect us....let's give them a hand wave and a thank you....

Our area experienced an outage, although it didn't include our home... National Grid explained that we would lose power for a while. The servicemen asked permission to use our driveway to access the problem. They were extremely courteous, and assured us that any potential damage would be repaired. The repairs were made within a few hours with no problems. One of the linemen was a Scheriff, a well-known local "electrical" family.

I have been on the budget plan for years. In the past if there was an amount in my favor I would receive a notice on the bill explaining that no payment was due. If still an amount in my favor the next month I would get the same notice or a reduced bill to bring the amount to 0. This month with an amount in my favor of almost $500 my budget amount was increased to DOUBLE what I had been paying. One hour on the phone with them not answering question as to whether they have taken a rate increase and talking in circles. The double budget amount is due to rerouted meter lines. What? I asked to be taken off the budget and will see what the bill looks like next month but I do expect it will be screwed up and I will be calling again.

After not having hot water for 5 days (National Grid, closed on the weekends...unless there is an emergency) I was able to speak with one of the workers, Lou (working on Llewellyn Place, Staten Island) and he went out of way, to get the department, needed to service us. There was trouble getting into the downstairs apartment, where the hot water heaters are located. He listened to my 'story' of being in this apartment for 5 months (losing our daughter. Our youngest, Elena 21...in a house fire on 02.07.19) .

I asked to go on their budget which they base off your last 12 months of billing. After 9 months they decided to raise my budget $30 telling me it’s based on my last 12 months. They are the ones who set the budget amount and now all they want to do is give me a runaround and talk in circles that it’s based on usage. I actually used less than I’ve paid in and not only that if after 12 months if I ended up using more than I paid in and they wanted to raise my budget I would understand. What they are telling me is that after the winter months they will lower my payment again. It seems to me a budget should be for 12 months not 9 months and then 3 months of higher rates and then lower it again after winter. The supervisor tells me I don’t understand what a budget is though! If you're looking for any satisfaction from this company you might as well go ride a merry go round because all they do is talk in circles.

So National Grid has been working in the Street in East Boston. Never a problem in my buildings prior. (Own two buildings next door to each other.) No gas smell. Nothing. Gas was shut off for three days. When they went to turn on the gas, there were multiple leaks all over my buildings! So they locked my meters!! Had to have a plumber come out and fix. Shut off on Friday before the holiday weekend on top of it!! Needed city inspector who wasn't available until Tuesday. Still no gas. Now on hold with National Grid to get turned on for an hour. Nightmare! * day later still no gas. Is the ? Concerned about the incompetence and buildings are going to start blowing up like in Andover! Help Contact the media and whatever you do and DON'T under any circumstances let any National Grid people into your house as they lock meter and create havoc!

Another incompetent manager working for another incompetent org. Their drivers musts leave the yard and then park and idle for 30 minutes or more in front of my apartment to eat, text, read the paper, probably collecting overtime. I've called Customer Service as well as the police but they still do this. It happens several times a day/night. Isn't it illegal to just sit and idle a vehicle in NY? What a joke this company is.

Three times I called them, to change my billing. $242.00 bill is not right, $195.00 in customers favor, so blah blah blah, "We will take you off balanced billing. Your bill will be $45.71," then go back on balanced billing a few days after the cycle, well after 3 operators nothing has changed, and besides that, their online website is the worst, I'm on Long Island! I sign up, get online. "Welcome joseph blah blah blah," put my account number in. It's asking for my acess code. I don't need one, only NYC, Staten Island, etc etc etc, Account number or acess code ain't right. I'm beyond frustrated with NATIONAL GRID. The worst service around!!

I recently moved in a shared apartment and I don't like the fact that you guys haven't activated the cooking gas and hot water, I mean how do you expect my roommates and I to move without giving us a heads up first!? Plus your appointment scheduling is inaccurate and my roommates and I ARE NOT going to continue with taking any cold showers on a daily basis! Please fix it ASAP.

We had a new furnace installed in mid-April, which qualified for a $400 rebate from National Grid. Applied online and send them a copy of the invoice marked "Paid in Full" by the contractor. Checked several times and found that my submission was incomplete, National Grid claimed they needed more documentation. Re-submitted twice, still no movement. Finally called and spoke to a representative at the end of June. Sent them the same info they already got, plus a copy of my cancelled check to the contractor.

Impossible to get someone on the phone. It has been 3 days and all my working hours to just get a HOLD of someone to open an account!!! Online.. guides us to the same phone number I've been put on hold!!! A very incompetent staff... When I did finally get through 1 person, they found an excuse to get me off their back!!!! WORST!!!!

After sending me bills I couldn't pay online because you needed an access code to set up the account and they refused to provide it unless I took a day off work to come in during business hours or email them a copy of my ID and SSN card (HA! ); I went through hoops to pay the bill through Western Union only to have them take literal YEARS to apply it to the account. After I got them to make the adjustment, I find out they've been charging me illegal fees from bounced bank payments that I never authorized nor gave them any information for. I have no idea what they're even using to attempt these payments. I call them to find out, only to have them put me on hold for over an hour and 40 minutes. Worst customer service in the history of terrible customer service and shady, unethical business practices. They're a monopoly in my area and behave this way because they know consumers have no other option.

I owned investment properties years ago and had, at the time, filled out a Landlord Authorization form (fyi: it's a scam, folks. NEVER EVER SIGN ONE). Anyway, I quite recently got a bill from a property I have not owned for over 2.5 years. National Grid told me that until I sign and submit a "Landlord Deletion Form" I will be responsible for delinquent bills in the property for the rest of my life. NO LIE! So they have since threatened me with collections, have bounced me around and put me on hold and disconnected me more times that I want to count, and have buried me in paperwork.

At the begining, the bill was paid by phone. I can just call them and say make the payment and that's it. One day this auto system change, it starts to ask me what's my address number. I don't know it. And I can't find it anywhere in the bill they send me. So I can't pay by phone. I try to pay online, they ask me my access code. It says you can find it on the letter they send me. But luckily, mine doesn't have it. And I don't even live in any area that it says on its website. So, every month I have to call the representative and WAIT A LONG TIME. Making a payment is such a PAINFUL thing to do. How can this company be better?

We have been paying our bills in full. National Grid first messed up our account number and sent me a bill a few months later saying I'm not paying my bills - well no ** I never owned that account. So I disputed that (at this point I no longer live at the apartment), only to be faced with a newer, bigger charge - they claimed that I owed them an entire year's worth of utilities bill! Mind you we paid everything in full!!! I disputed the bill with our bank statements but it's not good enough for those **. Avoid National Grid at all costs, and if you can't, be vigilant about maintaining proof of payment, because they are extremely unorganized and will screw you over.

I moved to a new house and tried to set up a new account for the gas service. I called the customer service. After talking to someone briefly to transfer to the new account service, I was put on hold for 45 minutes before talking to a customer service representative. The lady took the call could not even enter my address correctly. I tried to correct her misspelling, she put me on hold again. After waiting for another 20 minutes, I hung up the phone. It is ridiculous to provide such lousy customer service while still charging lots of money in every utility bill!

I moved into a new apartment and once set up my account with National Grid, they told me they could turn on the gas in 8 days only! I have an autoimmune disease that requires special diet. I called them and spoke with Luis ** who said that I need a doctor's note so they could expedite the turn on. I got the note and sent it to **. Two days passed and I called again.

Gas connections taking 9 days to be started! I called this gas company ‘National Grid’ to have gas connections to my newly purchased house in Brooklyn. Upon opening the account, they required me to send them the proof of my ownership and I provided them a copy of the transfer deed. It took them 3 days to confirm the verification and when I received the confirmation email that asked me to call the company to schedule an appointment for a field technician. The earliest they can come is still 6 days away! I urged them to have it expedited since I already moved in today. No gas means no hot water as well. I have 3 little kids and we are all stuck with this BS of a company! Something needs to be done against this monopoly for this kind of bad service to the consumers.

People are impossible to deal with on a rational level. I've never dealt with a company so dysfunctional they won't let me even pay them. Signed up for automatic withdrawals when moving to new home from checking account but they had one number off. Called them after receiving phone call from them when Bill was past due. Could not get them to mail bill to new address. It's now been almost 10 years and I've never been able to get them to send a bill to my new address. This is how stupid and dysfunctional this company is.

This company it's pure garbage. They cut our electricity by mistake on a weekend, promised to go Monday to restore it and never showed up after calling us 2 times to make sure somebody was going to be there when they arrived. We were told the service is restored by a 3rd party and they had no control over the issue and we had to wait until Wednesday for the service to get back online. I can't believe they just don't care and make you wait 5 days after they made the mistake.

Had electric shut off yesterday. Paid the bill to reconnect. Told within the hour it didn’t happen. Tried calling for 2 hours no one there to answer my question. Call early next morning. Was told it would be that day. Found out after I came home from work that they were here and left because no one told me to turn off the main switch. Called back order refreshed for later that day called back placed on hold for 1 hr. Talking to someone then disconnects sent to another hold then another rep who would not listen. They hung up on me and I was left out in the cold with no power or answer. Call again the 4th time told that it will take another 24hrs as a new order had to be placed. I’ve have no electric since Thursday afternoon and if by tomorrow then it will be 3 days and they still want me to pay reconnection fee later. I got the run around because No one could take the time to tell me what was going on. Oh yeah “Here for you and here with you“ my **.

I moved into an apartment complex back in May of 2018, we set up our National Grid account and I paid monthly every time I got an email reminder of my bill. I paid in full way in advance every time. No issues with that. I received my last bill in January, and according to them they overcharged me so they put an “adjustment” on my account and sent me a refund of the last payment I made. I heard nothing after that. Nothing for months. I assumed that they were taking money off per the “adjustment” because it was quite a big amount. Per what I was paying, that should have been covering a couple of months and then I assumed that my new bill would come to me when that adjustment was amended.

I had my gas disconnected on Tuesday April 30, 2019. I went to the service center and got my service to be reinstated they said they will give me a 24 hour window. I said ok. It is now over 24 hours and they still say that they will have someone come to reconnect my service. During the evening a technician called while I was running an errand, he said he will be there by 9:40 and he never showed up. I called the emergency line and the representative told me he should be there shortly. After two hours he still did not show. Apparently he said I was not there. He basically lied and did not even leave a tag to say he was here.

After four decades of experience dealing with National Grid and its predecessor Niagara Mohawk, the company - with few exceptions - remains a consumer nightmare. It has little if any institutional memory when the same services at the same address are involved, its website, while there have been modest improvements, is among the worst on the net. Many of its frontline reps are poorly trained, poorly spoken and unable to provide a minimum of customer service laced with courtesy. There are, of course, always exceptions. It's one big stuffed element with outdated and outmoded consumer services. If it were a private, unregulated concern, it would have gone the way of the buggy whip long ago.

So I will be the first to admit my mistake of letting my bills go unpaid (80+ yrs old recently deceased husband who paid bills). Turned off last Friday with no written notice. Have called no EXAGGERATING 9 times! Their system for accounts that are past due is emailing or faxing a payment agreement to be signed and sent back and then they will dispatched someone to turn back on maybe. It is 2 pm on Monday and I have yet to receive any email. Every time I call they tell me I am not the only one and this is a very busy season for them and I will eventually receive the email. Are you KIDDING? I have no heat, hot water or cooking gas. I live alone and have no help. I have not had a meal or taken a shower since Thursday night!!!! What is the problem with this company and their processes!!!! No one will help and with the exception of one young lady Michelle everyone else is nasty and rude. One even hung up on me. WHAT DO I DO????

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BEFORE moving to New York, check out the cost of gas and electricity. IT COULD BE MORE THAN YOUR RENT. I live alone in an apartment in my triplex that I own. My experience with National Grid over the last ten years has been questionable. I didn't pursue the argument, but now I must. My bill went from 357.00 to 500.00 in a month. I am fastidiously frugal with heat and electricity. My thermostat is at 63, I am always cold, and leave the lights off all day. This company has to be investigated.

National Grid in the capital region Of NYS is out of control. They send me a bill every several days for different amounts and the charge each month seems to double, every time I make a payment I get a shutoff notice 4-5 days later for an outstanding balance that magically appeared. NYS needs to conduct an investigation on this company ASAP, they've run out all the other companies and they're taking full advantage of their customers. When you are charged $600+ a month for electricity and have no choice but to pay because it's a necessity and there's no other companies, That's called extortion.

This is the worst website. After account numbers and access codes that don't work with each other it is impossible to login. I got help from their associates in the past who were also confused by their website. Now I have paperless billing and have no idea how to access my account. When I looked for old emails to find a link, I was able to log on on an entirely different screen, but when I got in it was for an address I lived at 2 years ago. I can't even currently tell you if I have been paying someone else's electricity. Their email links to free products like thermostats never work. Without a good website transparency is gone. Worst experiences ever calling them... Each time I have to call them it's like an hour of my day and they are closed on weekends.

Arranged an appointment in response to a letter to call for gas meter change. Given an "8-4" time slot after a long wait on hold. No one showed or called. After another call and long wait, told it had been re-scheduled and cancelled again because of weather. Third attempt, again scheduled for 8-4. On the date, called for a time prediction, told to call customer service, waited over 10 minutes, got electric division, transferred and waited again, got a woman who could not give me any information at all. When I said that was poor customer service, she hung up on me! Lousy customer service.

I recently moved, and the gas to my new apartment had been shut off. I called National Grid to set up a new account, and they said they couldn’t come over until Thursday. That’s a long time to not be able to cook, but it’s manageable. Then they said I’d have to be available from 8am to 12am midnight. (Which— ?!?!!!??) Well, I know this is crazy, but I have a job, so I can’t do that. We scheduled them to come on Saturday.

I try to make sure that all of my bills are paid on time and pay as much as I am able to for them. I despise National Grid’s opération in New York State. It seems like every year in January or February, National Grid seeks to shut my power off. I just paid my bill for January and I paid ahead for February’s and I had still received a shut off notice in my mail even in the midst of -20 degree temperatures.

My heat was BROKEN. The thermostat went down to 57 degrees! Then we went on vacation for a week and set the thermostat to 60. And my bill is the highest it’s ever been. Can you say FRAUD? The company seems to arbitrarily sending a number. Nothing to do with usage. Time for an investigation of the company! If I had ANY other choice in heating companies I’d leave in a heartbeat!

I started in the LICAP Program over 3 years ago with no end date. The program is suppose to match what National Grid gives you as payment which was $68 a month. So my payments were made on time every month and I started to pay extra because I noticed my bill was rising. So, in Nov of 2018 someone from National Grid Collections called and left a message stating I needed to pay my back bill of over $1700. I called back and asked them what are they talking about, I've been paying by and I'm in the LICAP Program. The rep was confused and didn't know why anyone was calling me.

I called last August to see if I could work out a payment plan and hopefully get on the AMP program. Over the course of 4-5 months, I have sent them my info at least 4 times. Not once did I receive a call from them. Every time I called they requested my info and I sent it. Now they have sent me to a collection agency. I called today Jan 9, 2019, and the girl on the line said that I need to apply for reduced services. I told her that I have sent my info 4 times. I then asked her to speak to a supervisor. That was around 4 PM. It is now 5:03 and I am still on hold listening to the same friggin music. I think they close at 5. They got us by the balls and know it.

I don't understand why this company has not been investigated. I moved to a 3 bedroom home unfortunately all electric. I thought the bill was high in the summer at $170 but it went up to $300 then $600 then $900 in the winter per month! And my house was freezing because I set the heat at 60 degrees. My teenage son was living here so he would blast the heat with the window open in his room & take long hot showers so I assumed it was that. When I called to set up payment arrangements they said that my bill was not past due so they could not set them up???

Possibly the worst utility provider I've ever had to work with. Mind you, we rarely have any alternatives but this was beyond bad. So a bit of context, I work in energy markets and am well aware of how things work, electricity creeps higher in the wintertime due to increased HDD (Heating degree days). Meaning that when the temperature drops it costs more to heat your home, and of all of the heating alternatives electricity is by far the most expensive. I've also lived in just over 6 different states and have routinely dealt with their customer service departments.

I live alone in a 900 sq ft home with all new electric. New top of the line on demand heating system. A new roof. New insulation. New windows... Then a new meter... And lo and behold they gotcha!!! The bills start rolling in from $40/50 summertime to $180/$200. From $120/200 winter time to $300/$500. I spoke with some neighbors and it's just so ridiculous. NOT ONE OUNCE OF CONCERN or KINDNESS!!! The worst company EVER!!! Nothing we can do. I can't believe this is not being looked into. The government obviously gets a piece of our money but come on!!! How is one company robbing consumers with no one looking into this??? There has to be some way to stop it... Besides the obvious going off grid!

National Grid told me I had to send in my roommate's picture ID and picture of a debit card. 2 proofs of identification and they want those faxed. They never mention anything about emailing it in which would have been quicker now. Before I sent the fax about a week previous I called them and a voice recording said it was some sort of emergency was the reason why their office was shut down. It was not a holiday, all utilities are open Monday through Friday except this place. Now when I called them back today 10 days after I've tried to get gas turned on and they told me the fax came through too dark their fault of course. It's Friday, now I have to wait till Monday to call them back. These people are grossly incompetent, if you can get gas service from someone else, do it.

I spent over 2 hours of time over two days to try to understand why they didn’t cancel my service when I moved and established a new account 6 weeks ago. The phone IVR system is pitiful. I had to call in numerous times as after I went through the process of entering my account number the system would disconnect me. The first time that I actually reached someone, I was told that the systems were down and that I should call back in 20 minutes. After 30 minutes I called back and the IVR didn’t even answer the call, on multiple attempts. 3 days later, I experienced similar problems with being disconnected. When I did reach someone I was told that he could not help me and would transfer me to the right group and then I was disconnected again.

My account was under my boyfriend's name and when we broke up he closed the account and after paying all the bills I applied for a new account via phone. The woman told me to send my ID to an email address she sent me. After sending the ID I got declined because I did not include the address which they never mentioned. Then I applied including the address and declined again because I didnt include a second ID WHICH THEY NEVER MENTIONED! And they just shut off my gas and heat and I am freezing! I call them and now they are telling me it will take about 2 weeks for someone to turn it on. This is ridiculous that there are no other options for heat and gas and National Grid does not care about inconvenience.

They shut my power down without any notice, in the middle of winter, because I didn't pay my Bills for 2 months. They are not human, bunch of savages run the company. My child became really sick. When I called them and paid the amount due, they said they couldn't restore until 24 hours. My whole family catch cold because of a 200 bill and they shut my power without any notice. Shame on you!

All the gas services in my house stopped working so I called National Grid on Tuesday Oct. 30 at 9:32 am. After you go through their myriad number options I finally asked for customer service. I explained what the problem was, their service rep put me on hold to talk to the dispatcher to get someone to come out to my house. When the rep came back she said "the reason there is no gas in your house is because we are doing work in the area and we may have cut the gas to your house. Didn’t you get the notice on your door?". I did not and even if they were, why would they cut my service overnight? It’s 40 degrees here in NY, do you know how cold it is in my house?

Their electrical service is unreliable and the customer service is worse. Electric will go totally go out, or brown out when the weather conditions are sunny with no high winds. An outage is never handled in a timely matter. Yesterday around 1:30 pm I reported flickering lights to no electric, back to electric then back to issues. Around 5pm The lineman checked my pole to discover our house power had very low voltage. Which at that time the lights seem to be normal. He told me the transformer across the road was bad and advised me to shut the electric off so it does not burn up our appliances.

I moved within Massachusetts. I terminated in one address and started service in another. They said while terminating they can't do Auto pay for my last bill. They said they'd send it to my new address the last bill. They never sent it. Finally a collection agency calls me and says "we sent several mails". It turned out they also sent it to my old address. Finally the collection agency tells me "National Grid wants us to report this to credit bureau". This is ** awful. For their mistake my credit history is **.

I typically try to remain understanding of a company’s perspective on things, especially a company who may receive a lot of negativity from their customers. I’m trying my hardest to maintain that perspective but it’s become very difficult with National Grid at the moment. My electricity was shut off yesterday around noon due to nonpayment. I am aware of the consequences that ultimately come with not paying your bills so I’m not disputing that. My issue is that my last billing statement said nothing about termination. I never received a notice in the mail. I’ve never received a phone call.

I've moved twice in NYC with National Grid being my gas service provider and I've had numerous problems. Their website is straight from 1996. Their direct pay system seems intentionally convoluted and often straight up doesn't work at all so you have to go through whatever side deal they have going on with Western Union (extra fee of course!) The customer service is nightmarish and unhelpful. Once you navigate the labyrinth of automated computer customer service reps you will undoubtedly be directed to the wrong person who will put you on hold for 20 minutes before transferring you to another wrong department who will again put you on hold again.

I called them twice. First time they JUST transferred me twice and they told me to provide my gas number or something or they couldn't help me, which made sense. I got the number, called them again the next day. I got transferred FOUR ** TIMES with spending 2 ** HOURS and they STILL trying to transfer me. I asked them why am I keep transferred they go "I just can't help you". You know what? Kiss my ** and go ** yourself.

We moved on August 1. We received a confirmation email regarding electric transfer of service, but nothing on gas. We called and they told us we were all set. Now, mid-September, we contact them again: "Where is our bill?" Oh, we never transferred services! Both utilities are still in the landlord's name! This company and its customer service reps are nothing but a joke!

Where to begin? 1. They "forgot" to close out my old electrical account, then tried to bill me for someone else's power. I found out they combined my old & new accounts & old & new addresses so everything was tangled up. When I called to complain their employees would either hang up, tell me to call back, or send me to disconnected numbers.

Their customer service is what you would expect from a monopoly. They have no invested interest in better performance since we have no viable options for alternative service. I have been trying to talk to customer service for 11 minutes and am still being told that is still more than 10 minutes (been told that for 8 minutes). I had to go through 3 different menu's to get to the point where I have to wait endlessly to talk to someone to just ask a simple question. This is outrageous.

National Grid employee cut the service to a restaurant, but due to employee mistake they cut service to our restaurant as well. Call already to report the problem 10 hours ago, nobody came to fix it, in the meanwhile business is close and employees have to be sent home. People at National Grid do not care, hope this company disappears, and a good company take it over. I really wish this is not a monopoly and we can choose to change to another company, really bad service from National Grid.!!?

National Grid is by far the worst electric/Gas company in the world. If I was able to enroll with another provider I would. The rates are ridiculous and the employees are extremely rude. I can't get any help. I am expected to pay over $1400 to keep my services on while I wait for my income documents to be reviewed. That is impossible for me due to my income. My rent is $800.00. There are no other options. If only National Grid was able to make accommodations for people who really need them. This is not fair at all.

I been trying to talk to a supervisor for days unsuccessfully. The customer service representatives are rude and unhelpful. It seems that is impossible to get in touch with someone that would be able to help with my concern.

National Grid chose to clear cut a wide swath of trees and shrubbery to make way for new power lines. My neighborhood now looks like a **. For a company whose CEO make 8 million dollars a year you would think that they would come up with a better ecological strategy than stripping every stick of vegetation down to the dirt. Since the railroad tracks are just on the other side of this devastation the noise level is horrendous. I gave this company one star because they don't have negative ratings.

First of all, I do not understand why National Grid still has a two-star overall. I need to create an account and set up my meter. The whole process is extremely painful. Calling the customer service number takes forever. The person either did not pick up, or claimed couldn't hear me and hung up, or asked me to wait a moment but instead hanged up on me again. After calling them about 10 times, I finally was able to set up an appointment (despite they also claimed that never received my email and asked me to resend).

Just got off the phone with National Grid and I am furious! I wanted to take my deceased brother's name off of his account and put it under my name. Should be simple, right? But no... First I was told that the last numbers of his SS# were incorrect (they weren't). They also had an incorrect phone number for him. Then finally after giving them the amount paid on his last bill and repeating his account number again I was told I needed to write a letter stating my brother is deceased, get it NOTARIZED and fax it to whoever. I asked if I could mail it since it would be easier than tracking down a fax machine but was told only faxed copies are acceptable. Really???

This is beyond ridiculous. They refuse to take my deceased uncle's name off of our account, and put it into my name. It has been like this for years. We came home to find a lock on our meter and our power off. We called National Grid, they really had no explanation for it (since we had a receipt for payment) and told us they would not be out that day but would come the next day between 8 am and 4 pm to turn it back on. At 3:45 pm we called - after 20 minutes of being put on hold and switched from person to person, they had no explanation and refused to commit to a time when they would be out to turn the power on. We are on day 3 with no power. I feel like we are living a nightmare. They can do things like this with absolutely NO repercussions because they are literally the only game in town. What are we going to do, stop giving them business? We can't. National Grid is a monster.

Here is my frustration. Two of your geniuses showed at my house on April 7th after a call that my wife made to 311 for gas leak. Fire Department came in and surveyed the premises and confirmed there was a leak somewhere by the stove. Then they called National Grid which the two geniuses showed up after the fire crew left. Your staff told my wife that there is no leak in this house and when my wife mentioned that the fire department did confirm there was a gas leak, your dispatched staff said "Fire department knows nothing about Gas, we are telling you there is no gas leak in this house," and they left. Few minutes later, the smell of the gas accumulated again, and my wife ran outside and found them sitting in the truck, she requested that they should come back and check properly.

I wouldn't deal with this company ever if there was someone else around to buy electric. Their rates are extremely high, phone service people are rude and disrespectful and crude. They only care about money and profit and the hell with the customers. They take over as in a monopoly and charge as much as they want. You have to go through about 10 option tapes on their phone number to actually get to a person. They have no local office to actually go into to sit down with someone to discuss a bill. They have so many charges on your bill, it's hard to figure out what they all go to, if not being robbed by the company's executives. I am thoroughly disgusted with them and wish I could go somewhere else in an area that they do not hover over and threaten people. This is no way to treat customers!

The Gas Delivery charge is more than the Gas supply Charge. It's outrageous. I live in a small home and the gas pipe line was installed in 1967 for gas supply. How can you charge me higher delivery charges than my usage of supply when it's already being delivered here? It's a ripoff. They say it's state regulated. **. It should be against the law. My last bill had an Gas delivery charge of $62.97 and an Gas supply charge of $ 25.24 then the MTA adds Surcharge of $.15 on Delivery and MTA surcharge on Supply $.07. What the **. I live in NYC. I'm being surcharge on everything. My total bill was $92.35 for one month. 29 days. I only used 38 CCF Therms after all the surcharges.

They should not call it National Grid. They should call it Natural Greed. This is ridiculous that they get to hike up their bill for the next three years for their delivery fee like a truck is coming to your house and filling up tanks or something. They are ridiculous in the cost of electric and gas no need for. None of this.

I've been renting at this particular apartment for several years and the monthly electric bill was never above $65-70 dollars. Those were usually the higher winter months, with the summer months being half of that. The last two bills I had at this apartment were $300+ and $400+. We haven't done anything different, we don't have space heaters or anything new plugged in that would explain the astronomical jump in the bill. I called National Grid and spoke to someone and I was informed that the meter is absolutely correct. I was told that there must be an appliance or something plugged in that is malfunctioning and using too much electricity.

I am amazed at the people complaining about their bills going up a little. My meter was changed from an android meter to a digital and my average bill of sixty to eighty dollars jumped some months upwards to over three hundred dollars. My home is a six room insulated oil heated house with energy efficient appliances. For twenty years my bills were around the same until the month they changed the meter. Every meter should be changed not just some. State Reps office looking into matter. Let's see how happy some people are the day their meters are changed.

I requested a disconnect of service from my business duplex on 10/2/17. They never explained to me that if I wanted an actual reading I'd have to continue being charged until a NG employee can get out there and read the meter. That's asinine! They refuse to charge me what I owe until the disconnect date, so now I have to pay an extra week of charges for the next tenant and their construction crew who demo'd the building that week. Funny thing is, they disconnected my home service at another address and town 'by mistake' and sent me a refund for $67 for overpayment on the other duplex side. They sent the payment to collections and refuse to give me the amount I owe to this day.

They seem okay, but I would prefer to reduce our carbon footprint, especially since we are now an all-electric household. We like to use a green supplier (100% renewable energy sources).

Compared to other utility companies, National Grid is the most reliable in regard to service and supply. However, just as other utilities, (i.e. cable), it's become a monopoly for a necessity with excessive fees.

I feel that National Grid is very expensive and I try to conserve as much of my electricity as possible and my bill doesn't seem to reduce that much. I feel it didn't really make much of a difference.

Last few months service delivery fee has increased dramatically. I live in a small house with gas heat, stove and hot water. My electric bill for last month was $49.00 and my delivery fee from National Grid was $71.76, I'm paying more for line use than electricity. It's almost doubled in the last year. Where are my state representatives to let something like this to happen?

We never had a problem with this utility, with service or billing. The gas is always there when we need it, and the prices certainly seem within reason.

Informed rep that I was moving and she gave me the wrong utility company for my new address. Also gave her my new address but bills are arriving late. Then got a letter dated Oct. 30th about paying final bill which came today (11/7/2017) without those yellow stickers the post office uses.

The delivery charge is more than the bill. It's outrageous. There is 160 apartments where I live. How can you charge high delivery charges when it's already being delivered to everyone here? It's a rip off. They say it's state regulated. Bull crap. It should be against the law.

National Grid has its customers backed into a corner. They charge whatever they want, and we have no choice because we need heat and hot water. My bill goes from 60 per month during good weather to 300 plus in the fall & winter. I live alone in and only put heat on in 2 rooms! I'm at work all day!! The company offers no solution or help. I spent over 2000 on heat last winter and I live in a townhouse! Very disturbing.

I'm never quite certain what my bill is based upon. But I feel that way about all the utilities. I feel on some level the billing is so complicated, that we are definitely getting ripped off. So what I do is I just make every effort to be conservative and do the best I can.

I think this company has always been right on, they always try to resolve problems as soon as possible. I have nothing but praise for the years I have been doing business with them.

Sometimes unreliable for outages during inclement weather. Outages have exceeded an hour or more. Many times lights has flickered without any outage.

If it wasn't for National Grid helping people with low income, I would never of got insulation & a new heating system. They have excellent programs and I appreciate them helping others that are less fortunate.

Not too bad of a company to deal with - just don't like the fact that don't prorate your electric bill when you move. I moved out my house on the 4th, & they wanted to charge me for the whole billing period! I don't think so Tim!!

I live in an apartment building but I do get billed, I don't have any complaints. I have had no reason to call them. It's been many years since I did and all worked out.

There is a reason they are called, "National Greed". They are only concerned with earning more money at all costs. Infrastructure is outdated, and prone to failures.

This UK based scoundrel company treats customers as their colonial slaves and charge heavily. I live in less than 600 sqft house with limited electrical equipments running and I saw my first month bill 637$, called National Grid immediately, they sent a person to see the meter reading and reduced the bill to 590$, reasons are not explained for reduction and also I asked for hourly based charges to see if there is any fraud activity on my account - Looks like the fraud is National Grid. They are vultures and need to be kicked out of USA.

I have lived in my house for over 2 years and have never used more than 600 kwh of electricity. Looking at the usage chart on National Grid's site my neighbors have never used more than 900 kwh. However this past June to July bill National Grid claimed I used 998 kwh! I called and told them this must be a mistake but they did nothing to help me. I had electrical work done to upgrade my house from 100 to 200 amp service so I am convinced this caused the issue somehow. To make the issue even worse, I was alone for that entire month so I know there's no way possible a single person used nearly 1000 kwh of electricity in 1 month. I have submitted a complaint with the state since National Grid has not been any help.

I set up a date to have my service switched because I moved with a customer service representative. On that day no one arrived. I called and was told there was a mistake and it was not put in the system. They would not turn it on for another 7 days. I have spent $1,400 to move and have no extra money to go anywhere else. At 5 degrees out in December I was told no one could do anything and me and my family including my three-month-old daughter and two year old Chihuahua would have to sit in a 5 degrees freezing house for days. I was told I should go to a shelter if I felt we got too cold. We are currently trying to deal with freezing and waiting for another few days to have electricity and heat. I was told no one could do anything at all. No other appointments could be moved around. No one could do anything.

I am very disappointed with their service. Our neighborhood is constantly losing power. We pay a premium rate and there are times where we are out of power for days. Today is one of them. I wish Billerica would just offer their own power service instead of using them. I just don't think that National Grid has the equipment or interest to service power outages.

This is by far the worst company I have ever had the misfortune of dealing with. When starting my service with them, as they are the only utility service available in RI, it wasn't too bad. After my first bill, things just went quickly downhill with them. Their fees end up totaling more than the actual gas or electricity usage itself, so you pay a LIHEAP fee, a usage fee just for being a customer, energy saving program fees, among others. Typically my fees add up to at least $40-50 per month and my actual gas or electricity usage is only around $40. I'm on the "low income" rate for electric, but that only takes off one fee that adds up to about $3-5 per month. How does that help a low income family in any way?

I called National Grid to have service transferred to my name on a new home I purchased. The customer service rep explained he was having a problem and would call me back. 2 days later they came out and cut the gas line and then told me it’s 6 weeks to restore service and I would need a plumber. Also there is an employee named John who is responsible for the crew that cut the lines. He seems to have some personal issue. A representative came to my house November 1. John instructed them left the ** out of there. He didn’t know the employee's phone was on speaker. I’m still waiting for gas and National Grid is all wait time when you call. Horrible service. 62 Porterfield Freeport New York.

There was a storm on October 29, 2017 where a power line was taken down by a tree. I contacted National Grid on October 30, 2017 to report the power outage and the wire being down. I received a call from a National Grid employee stating that the previous employee that went out to fix the issue did not do it properly. In fact the employee did illegal work on my property. The employee then told me that I need to call National Grid and report the issue and request for a district engineer to be sent out and install a new pole on my property.

I have a 11 month old. I have been trying to Get infant protect since birth, I'm currently unemployed due to health issues with my son that's causes me to miss work, so my husband pays the best he can for us. I had sent in all the information only to be denied 4 times but never sent me a letter explaining why or even when I called them I got switched to so many different people, finally got a answer as to why we were denied.

We Massachusetts residents pay a lot for electricity, National Grid Electric customer service has gotten much worse in the last year or two. The technicians that come out to your house are also less competent than ever?? We need some competition, and other providers!

For roughly a week the power in my apartment would flick on and off for seemingly no reason. At the end of that week we were hit by a storm knocking out the power for me and most residents of southern RI. It took several days before I got power back and at the time of my writing this some people still don't have power. Now I understand that they don't control the weather and sometimes stuff just can't be helped, but it was just a storm. Not a hurricane or even a tropical storm. They let their equipment go into disrepair and then fix it just enough to get it working again rather than properly fixing it and utilizing maintenance.

I am paying $0.26 per kW. Of this $0.087 per kW is what I am paying to my provider. Why am I paying $0.173 per kW for delivery? Something is not right here. National Grid customer service told me they are complying with local state government. So is my state government protecting National Grid so they can charge the consumers so much for delivery? Something is not right here. In my opinion delivery charges should be no more than 25% of the provider charges which is $0.022 in my case.

I have been on the phone for 2 hours today with NG gas. I've have been switched around 5 times! Each representative says something different. I can't get their last name or operator number which is absurd. How is NG going to know if the operator is doing a good job if we can't review the phantom ghost? That's the reason our rates are so high, bad job performance results in higher prices for us the suckers on the street level. Get rid of the higher ups and change the system to higher friendly people that want to help customers not blow them off the phone.

Last week I came home to find my power was turned off due to $194 bill not being paid. I always pay my bills on time if not early. I never received a notice of a past due bill. I paid it and my power was turned back on. Today I get a message saying my bill is ready. I called and asked what bill as I have not received a bill. Then I find out that they have been sending to the street address but to the next city over from me for some reason. The girl changes that for me then I ask about paying as it might be too late when I get a bill. She tells me that there is a $46 fee for turning power back on. Talked to customer service girl and she just said, "You have to pay it." Asked to talk to her supervisor and was told I would be told same thing. She emailed supervisor with my complaint. It is not my fault that they for some reason changed the city and I should not have to pay the $46.

As a new customer I was very surprised how difficult it was to pay a bill. I was told automatic bill paying cannot happen until you establish a record of use so in the meantime I had to come up with another means; a call... Nope! Extra charges with that mode. A local office? Nope... Miles away. Local access? Only $1.99 for the luxury of paying my bill at a 7/11? Now I'm supposedly on-line after providing a LOOONNNGGG identification code from my checkbook. Wonder if I'll be charged extra for that too. Have they EVER heard of the concept of customer service? I think not. This system is so antiquated and is designed to create a revenue stream from nothing. Who gets the cash generated from this sleazy system? Bizarre and difficult all around.

Every year they raise the rates for energy in Rhode Island and our Public Utilities Commission rubber stamps it. I switched out to another energy supply company called Ambit and never looked back. Bye-Bye National Grid!

Where to begin: first, called Customer Service to make a payment arrangement and they say it's all set. Next day they come to shut off electricity. Apparently, the arrangement was only for gas. Not to mention there is a 1 year old living here which is against RIGL. Second, my bill was tripled because they added my former roommate's past bill to mine because I was living there at the time. Even though the bill was not in my name.

I do not even want to get into why they would turn off my gas service to my home but upon paying, more than the minor "past due" amount they failed to turn my service back on within the 24 hour time period as required by New York State. Their customer service is extremely rude and it takes more than 24 hours to speak with a supervisor. If you are in Long Island and are thinking of switching to natural gas, do not do it! You will be subjected to a corporate monopoly filled with uneducated buffoons.

I was moving and I had to get National Grid to come and get a meter reading. They gave me a window and I reworked my whole schedule around it to be at my old empty apartment at that time. Not only they didn't come nor call, they charged me $61 for the visit. I called and complained and the agent told me that I will get a callback by a supervisor. That never happened. I called again... and again... and again, each time getting the same response that a supervisor will call me back. I have given up.

Customer service is the worst. I made a payment through Chase, but since it didn't arrive because it takes 5 days which I was not aware, they closed my gas leaving my family without gas which means no food, no shower in this hot days. When I called up customer service he was so nasty, in middle my conversation he start singing and hung up the phone. Disgusting!!!

Yes so today I received a phone call from a collection agency that told me I owed $60 balance on my National Grid account so I paid that. I called up National Grid. They told me that they're having me shut off owing a balance of $55 if not paid. I don't know how I can get harassing calls or calls every month about shutting off when I always like $100 for this month's bill. You people keep calling people over and over again. My bill was paid last month and I got what three or four phone calls from you people. Give me a break. If I could join a different electric company I absolutely would!!!

I pay all my bills religiously every month, but somehow National Grid always says I am late, or still owe more from last month even though the bill shows my payment. It’s so confusing I can never figure it out. When you can get someone on the phone they make you more confused and say somehow I am paying late. This is the only company I have a problem with, I truly believe they are doing something wrong but do not know what to do.

I paid my bill for electric services in full on Weds (8/3). I get home from work on Thursday to see that my service has been cut for failure to pay. I call National Grid Customer Service immediately and indicate that I paid my bill on Weds in FULL, and my service was cut on Thursday. How is this possible? Is there no check in the system to see if the bill has been paid prior to cutting service. I call and have my service reinstated after the customer service rep sees my bill has a 0 balance. I then find out that my service will be cut back in, in a 24 hour time period. 24 hours of no electricity in the middle of the summer, when I had paid my bill in full the day prior. How does this make sense?

National Grid has the worst customer service phone line. They let you waiting and waiting for more than 15 minutes. Nobody answers, and the top of that the music is awful. Most people like me only have a cellphone and we need to pay for the extra minutes we used. National Grid does not respect or value the consumer time or money. For the high cost service they charge us, they should have money to pay more people to answer the phone. National Grid is the worst company in Mass. It is not fair for us not having more alternatives for our electricity.

I accidentally cut a gas line on my property that was installed only 10 inches below the surface while planting a small shrub with a 6 in. root ball. Nat Grid people came and fixed the leak and stated at that time that I was not liable because the line was not installed properly. It must be installed at least 24 in. deep for safety reasons. Now they are saying that I owe them $2902 for the incident because I did not have a safe dig receipt. Isn't Nat Grid responsible here for putting my family's lives in danger for installing a gas line so close to the surface that explosions are more than likely to occur. Your thoughts, please?

I am outraged at the terrible service by National Grid. I am stuck with them because of the service area. If I could switch companies I would. It has been 3 days of constant phone calls and still NO service. Day 1- called to set up new service, get meter installed and service connected. After 7 redirected calls, one to all Spanish speaking person, another to customer service rep with zero volume on her phone only to be told to complete form for watts/amps/phase 1 or 3. No form sent. This is a simple 1500 sq ft mobile home in an area with pole. Guess they do not know this after multiple explanations. Day 2, multiple redirected calls only to be told that the housing inspector must approve installation. This has been done! The sticker is on the box for the meter installation! Still no response from National Grid.

Today I am mailing - for the second time - the form to get automatic withdrawal for paying bills. I will have to wait two more billing cycles for it to take effect. I already went through this in April when I told them I was changing banks. They didn't set it up like they said it would so the bills didn't get paid last month. Now I have to wait until I have a zero amount on my acct.. Today more than an hour wasted talking to computers and dimwitted people in the billing dept.. National Grid is a monopoly so they don't really give a care for their customers. Wish I could go back to candles and the woodpile for my energy.

I don't even know where to begin. I put in an electronic request upon signing my lease, which was on a Friday afternoon. I would have called but their customer service line is closed by 5 pm which in itself is absurd. Anyway I called on Monday for confirmation (closed on the weekends - also absurd) and I talk to the most unhelpful human on earth. This person called me ma'am every 4 seconds and asked if my number was correct multiple times in a row which made me feel like I was speaking to a robot.

I received a notice about 2 months ago on my door, National Grid needs to change my meter. I forgot to call back. A couple weeks later 1 received a notice 2 days in a row, but I get home at 6 pm and the hours are not convenient to call them. I came home the next day and my gas was turned off. My account is current and No notice saying they would be turning off my gas, just turned it off. I called for them to turn back on, but of course it was late and no one was answering, so I had to call back next morning at 7 am. Rep came and turned on and said they didn't know why they just turned it off on us, and they should have came back prior night to turn back on. So that was all an inconvenience, I was very upset with the situation, but what was done was done.

We bought our home in Huntington, Long Island in 1968 and have never had a problem with either or electric or gas companies. We never had a problem at all with KeySpan, which was our gas provider before National Grid of the United Kingdom bought KeySpan in 2007. After that everything went downhill. National Grid is a horrible company. The Customer Service is horrible! A few years ago I was sent a notice saying that I did not owe anything because I had overpaid. I received this notice for several months. However, to my great shock I then received a bill saying that I owed almost $2,000.00!!! This year, 2017, I have been paying $148.00 as I am on the Budget Billing plan. Then I was sent a bill April 4 for $88.00. Then I received a bill April 5 saying that $214.00 was the payment due. When I called to find out what was going on I was told that they change the rate every three months.

I received a letter in the mail that every 15 years the gas meter needs to be replaced and to call and set up an appointment to have it changed. Ok, no problem I thought. I call and the women on the phone wanted my social number because I didn't have my account number. Not the last four the whole number. After arguing with her for a few minutes, in more or less words I told her to screw. Someone called me back about a week later and apologized. So the appointment was set up.

Received a letter saying they could not read my meter. Called and was told I had to stay at home for 4 hours to let someone in. We scheduled the appt. After 3 hours I called to see if they knew when someone would be coming and was told I was not scheduled at all. Transferred to supervisor who concurred there was no one scheduled and set up visit for another day and said if I was not here I would be charged a no show fee. I wasn't credited for their no show! But then, I went out and while I was out SOMEONE FROM NATIONAL GRID CAME! When I called they said, "Ok, but you already have another appointment." When I asked who to write a complaint to, he put me on hold for 15 minutes, every few minutes getting back on the line apologizing, saying he could not find out who could help me.

First, what is this delivery charge?? It costs more than my electric usage! Because of this charge it's like I'm paying 2 bills every month. I barely use any electricity because the rate is so high! Heat on lowest possible setting and sit in the dark most of the time. Idk what else I can do to lower it! My bill has reached 3200! It's around 500 monthly with a few months even higher. I pay what I can which is never 500 so my bill is always in arrears. This is impossible how are we supposed to live like this? It's robbery! Then I make payment arrangements on April 4. 800 down 300 a month ON TOP OF my regular bill every month for 6 months! 2 weeks later I get a letter saying I defaulted on my arrangement and if I don't pay 600 now they will schedule termination! It hasn't even been a month! Wtf?!

HORRIBLE Utility Company. Not deserving of even 1 star. First of all their ONLY hours are Monday-Friday 8am-5pm. What kind of utility company doesn't provide hours on the weekend to call for help? ESPECIALLY utility companies. Even United Illuminating had Saturday Customer Service Hours. Secondly their online payment system, frankly, SUCKS. I had auto pay setup for electricity payments and all of a sudden the account just gets removed entirely from my profile. No calls from National Grid to inform me of a problem.

I am not a National Grid customer yet somehow I have been getting robotic calls on my business phone citing an account belonging to another person. This started happening a few months ago and have been increasing in number to the point where they're now leaving these messages every day. I have called them twice to get them to correct the mistake and each time I was told I needed the person's account number first. Yes, how am I going to know the account number of a total stranger? The second time I called them, they just told me to ignore the messages. One day later and I got another robotic call. They can't even be bothered to correct a phone number who doesn't even have an account with them.

My boyfriend and I moved into a new apartment this week. We called National Grid ahead of time to turn on the gas and heat. They said they could not submit this request until there was nothing "pending" on the account of the apartment we moved into. (No explanation offered on what this means, just hung up leaving us confused) even after we expressed concern we would not have utilities. There was a snow storm this weekend. We had NO HEAT OR HOT WATER. It was so incredibly cold I could not feel my hands or toes.

I could never understand why my electric bill is always so high until I realized the DELIVERY SERVICES CHARGES cost more than the electricity I use on a month. Charges that are asinine and should be illegal. I read the fine print on the back of my bill to try and understand what these separate 7 charges were. Basically from what I can understand, National Grid gets electricity from another major company and we pay those charges, so not only are we paying our electric bill, we're paying for National Grid to receive the electricity they then charge us for. This company is robbing us blind! They don't care how much they charge us people but do care enough to send an awful shut off notice if one month behind - too bad! Our government needs to step in and help us to regulate these bogus charges. I mean come one, you are literally charging me more for "supplying" me electric than I'm using!

I am disgusted and fed up with this "service." Not like we have a choice to go somewhere else anyway! TWO months ago, I paid my atrociously overpriced bill online, as usual. I notice on my bank statement that the payment of $500 went through twice. I called National Greed, who pretty much just blamed my bank. I call my bank, (who, to be fair, are no prize company either, who blamed National Grid.) It was most certainly taken out of my account by NG. They keep telling me they have no record of me paying that money twice. Well, isn't that convenient?! After DAYS of getting absolutely nowhere with any customer service, and $500 out of my account that just disappeared, I finally log into my old, CLOSED for 3 years, account. Back from when I had an old apartment. I find out that they "paid" that account with one payment, and the other payment on my current, active, and ONLY account. How in the world does that even happen?

On 2 separate occasions I have witnessed employees consuming alcohol while in company vehicles. After witnessing this activity and promptly phoning customer service to complain, I was met with what can only be described as a dismissive, condescending response by the agent I spoke with, prompting me to request a supervisor and was told that I could expect a call returned to me which I NEVER RECEIVED! This utility continues to operate on what can only be described as crooked bribery and corruption. Serious steps need to be taken by someone in the statehouse who is not influenced by such bribery. An external investigation of this company must be made to correct these serious infractions!!!

Deplorable service. If I could give them 0 stars I would. National Grid turned off our gas instead of that of our next door neighbor. We called to inform them that they turned off the gas to our second and first floor and were told a technician would be out the later that day to fix the issue. Their technician came and didn't want to identify himself, he was rude, belligerent and unhelpful. He tried to claim he was only there to turn the gas on for one floor, we kept letting him know that it was two flrs. but he would not budge or assist. When he left his tools broke our railing, he states he put in a claim but would not give us a claim number or let us know the steps. After he left we noticed the gas was on for the first floor but no running hot water.