Business Profile

Electric Companies

National Grid USA

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Companies.

Important information

Customer Complaint:
BBB with the use of artificial intelligence, analyzed the complaints 1/7/25

BBB shared the findings and recommendations with National Grid USA.

The findings appeared to show:
Service Activation Delays: Customers report prolonged waiting periods for gas or electricity service activation, sometimes extending over several weeks. Instances include missed appointments and lack of communication from service technicians.

Billing Issues: Numerous complaints highlight billing inaccuracies, such as unexpected high charges, incorrect meter readings, and challenges in resolving billing disputes. Some customers received bills for periods when properties were unoccupied.

Customer Service Challenges: Feedback indicates difficulties in reaching competent customer service representatives, unfulfilled promises of issue resolution, and a lack of follow-up on customer concerns.

Frequent Power Outages: Customers in certain regions report regular power outages, even during mild weather conditions, with delays in service restoration and inadequate communication regarding outage status.

As of May 16, 2025 BBB has not received a response.

Complaints

This profile includes complaints for National Grid USA's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

217 total complaints in the last 3 years.
72 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/27/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
National grid bill has no sense on why i owe money to them this much I keep calling and asking for them to break it down and help me figure this out and they keep offering payment plans. They are robbing me I am barely home and I dont use this much electricity and also I keep telling the. Their is an issue with everything nothing so I am going to someone who can help or figure the next to help with bill situation
Business Response
Date: 05/02/2025
Good morning ********,
I am sorry to hear your frustrations, however, we do not have any record of you calling to speak with our customer ********************** department regarding your balance and a break down of your bill in the last year.
With that said, I will have a customer ********************** supervisor contact you at the phone number on your account today.
Thank you,
National Grid
Customer Answer
Date: 05/02/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

******** *****
Customer Answer
Date: 05/06/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
You guys stated you were gonna have someone call me from National grade or from your company I waited the person called three times. Acted like they did not hear me I mean is this the game or something like Im just trying to figure out whats going on with my bill

Business Response
Date: 05/13/2025
Good morning,
Per our records, you spoke with someone on 5/2/25 and enrolled in a payment arrangement. You also made the down payment for that arrangement so your account is up to date and enrolled in the payment arranegment.
National Grid
Initial Complaint
Date:04/26/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have been a customer of ********************** for over 20 years and always paid our bills on time. We stopped receiving paper invoices 2 months ago with an update that we were not made aware of. The problem was they never sent us a paperless invoice either. We have since contacted them telling them we arent receiving invoices and we are looking for help. Such a large utility company shouldnt be experiencing this small time issues
Business Response
Date: 04/28/2025
Our apologies to the customer. Their account had been enrolled in our paperless billing program in February via an automatic paperless enrollment campaign. Our records show that we have since removed the customer from the program and mailed and emailed statements per their telephone request on 4/15/25. These statements were sent out 4/18/25 and 4/22/25.
Customer Answer
Date: 05/03/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

**** ******
Initial Complaint
Date:04/20/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called them inquiring why my bill was so high, a technician had come out, and saw my single apartment is hooked up to a multi unit meter. He made some calls, I called and spoke to them, they said it could take up to 6 months to fix mixed meter problems. Currently Im still being billed every month for atleast 2000 and getting disconnect notices. 45 days ago I called once again and the lady was super nice and helpful, she escalated my concern so I should have heard something from them within 48 hours after that, but I never got any communication from them.
Business Response
Date: 04/21/2025
We apologize that we are unable to respond to this Better Business Bureau complaint. As a ********* resident, the complaint was incorrectly directed to the Massachusetts division of National Grid. The customer may submit their inquiry using Business Name &Address of

National Grid Electric Companies ( handles gas as well)
********************************************
*******************

Sincerely,
National Grid
Initial Complaint
Date:04/18/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
THE ADDRESS IS ************************************************************ THIS ISSUE HAS BEEN GOING ON PRIOR TO 2023 NATIONAL GRID BILLED ME $14,622.00 I PUT IN A DISPUTE AND THEY REDUCED THE BILL TO $11,000. N GRID DID AN INPECTION IN JUNE OF 2023 AND THERE WAS A BROKEN PART IN THE METER. THE BUSINESS IN THE BUILING HASN'T BEEN THERE FOR 20 YEARS OR MORE. THEY WERE STILL LOOKING FOR $3,000 I HAD A CREDIT ON MY *****************************************************. THEY CLOSED THE GREEN ST ACCT AND ADDED THE $3,000 *** TO THIS ACCOUNT #***********. IF THIS IS NOT PAID THEY ARE SHUTTING OFF THE ELECTRICITY AT ************************* I AM FORCED TO PUT THIS ACOOUNT IN THE ********** PROPERTY MANAGER'S NAME. I EXPLAINED THIS TO NATIONAL GRID ( DIFFERENT REPRESENATIVE EVERY TIME) MY BILLS ARE ALWAYS PAIOD IN ADVANCE WITH THEM DURING THE LAST 10 YEARS.
Business Response
Date: 04/21/2025
We have reached out to this customer and left a voice message so we can discuss the meter reading issues and resolution
Customer Answer
Date: 04/22/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

****** ********
Initial Complaint
Date:04/10/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I live in triple ******. It was determined there was a meter cross situation that was causing me to receive an additional bill almost a year later. I had been paying my account which was connected to a meter every month UNTIL i received a disconnection notice for the second floor IN MY NAME NG came out, confirmed the cross, proceeded to go to the offfice and roll the charges fromo the surprise bill and account NOT MINE into MINE that I was paying, The bill from the cross meter situation was $1300. IT'S NOT MY BILL. NG has aditted on MORE THAN ONE CALL that this is THEIR MISTAKE, I don't undetstand WHY I'ved had to call EVERY 3 WEEKS FOR 7 MONTHS FOR NO ANSWER. ONE MORE TIME --- EVERY 3 WEEKS FOR 7 MONTHS WITH NO RESOLUTION. instead I get collection calls every day and twice on Sunday for money NG knows isn't my charge. MY LANDLORD IS THREATENING TO START THE EVICTION PROCESS IF I CAN'T RESOLVE THIS MATTER. Under no circumstances will I be evicted and NOT CALL THE NEWS to let them know WHY. *** had it. Ive done The next step is we go to court. I will make time for that. The harrassing calls, emails, texts, bills for money NG knows I don't owe is too much. I have to the 30th to resolve and so doesn't National Grid
Business Response
Date: 04/15/2025
Good afternoon, I will try to help you with this issue. I am a bit confused. Looks like we set an account up in your name in October 2023 for ************************ which was taken out of your name in October 2024. Then in October 2024 an account was set up in your name at ************************ Can you confirm what address you do live in? Also we would need to send a technician to your property to verify meters with all units. We would need to gain access to all units. I have put a hold on your account until we can rectify this issue. Could you please contact me at your earliest convenience so that we can set this appointment up. My name is ****** and my contact information is ************. You may need to contact the owner so we can gain access to all meters and all units.

Thank you
******
Initial Complaint
Date:04/05/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This complaint is regarding my gas account with **********************. Gas was set up in our Unit 1/21/2025. On that day, I called national grid to set everything up. They told me that a tech would arrive in a few days to do a meter read which they did and no issues were reported. I called again on 2/4 just to check that we were all set and I was told we were. I never received a bill so on 2/20 I called again. I was told that because we set up or gas at the end of a billing cycle, our bill would roll over to next cycle and I should expect a bill beginning in March. I once again never received a bill and called on 3/13. I was told that they did not know the issues and that they would have to do an internal investigation which would take 7-10 business days and that someone would call me. No one called me and I called on 4/4 which was over 10 business days. I was told nothing about the investigation and just was told that the meter had issues and they needed a re-read. I took pictures of the meter and sent them in. I requested not to be billed from January to March as this was an issue on National Grids behalf and I tried multiple times to resolve it. This morning I received a bill for over $1,000 which I do not plan on paying as I do not find myself and my roommate responsible. We had the same issue with electric last year with national grid. The upstairs unit (my landlord) has not had any issues with his gas.If I had not continued to contact National Grid they would not have contacted us about this issues. I was told in January that the meter was read and fine just to be told in April that is was not been reading right. That is a mistake on National Grids part and they should be held accountable for it. We should not be paying this bill and I do not plan on paying it for the time being.Thank you
Business Response
Date: 04/11/2025
Hello,
This was resolved with the customer on 4/7, we provided a $178.90 credit on their account.
Customer Answer
Date: 04/11/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I was contacted by someone at National Grid and stated I did not accept this and he told me he would reach out to his supervisor. This was on 4/7 and I have not heard back yet. I tried multiple times to get this resolved between January to now and it has been National Grid who couldnt find the correct issue and told me multiple different things. I do not believe I should be paying for anything from January to March since this was a mess up on their end and I tried multiple times to figure it out to no avail.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
******

Business Response
Date: 04/23/2025
Hello,
Unfortunately, this is the best we can do. The customer can contact us for an extended payment agreement on the remaining balance. I will note the account.

Thank you,
*****
Initial Complaint
Date:04/02/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
National Grid has not provided bill for electricity for 2 years. After arguing back and forth for the bill finally got a bill back billed for 2 years and expecting payment in full.
Business Response
Date: 04/11/2025
Good afternoon,
This issue has been resolved as of 4/2 via a supervisor escalation and the customer agreed to a payment arrangement to address the balance.
Thank you,
National Grid
Customer Answer
Date: 04/11/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
******
Initial Complaint
Date:04/01/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My bill for gas supplied by national grid is typically between $40-$60 monthly. My last bill was exactly $54.81. I even used the utilities less this month as its starting to warm up and I wasnt even home as much as last month so not using heat as much not using the oven as much ex. To my surprise my bill has just under 10xdbringing the total for this month to $524.11. Ive been nothing but respectful thinking it was a simple error on their end that would be easily remedied. Unfortunately that is far from the case. They sent out a tech to check if the meter readings were correct. I never heard back. Finally I call them and supposedly everything is working as it should and we can confirm that there is no issue on our end. This is absolutely not my fault, I did not increase utility use whatsoever in fact utility use dropped meaning I absolutely cannot possibly be liable for this increase and it is in fact a national grid error that they need to remedy. I did not use what I am being charged for, it is egregious and not within reason. National grid supposedly escalated this situation but Ive yet to hear back with anythingno callback number/no case number/no eta on when I would hear back. The response I was given before it was supposedly escalated to be fixed was pay what you feel comfortable and what get a late payment on my credit and have my utilities shut off for not agreeing to pay an unjust 10x increase? I need to be contacted by someone at national grid letting me know the bill is being dropped ASAP. Its due on the 10th I must hear back before then.
Business Response
Date: 04/07/2025
The account is not at risk for termination because a collections hold was placed on the account at the time the customer contacted the customer about their concern while we investigated. Also, National grid does not charge late fees for residential accounts.
Our records show that the customer spoke to someone again on 4/1/25 who explained that the $524.11 bill was a 'catch up' bill due to the previous months bill being estimated. That a technician visited the premise on 3/27/25 whom obtained a physical read from the meter which was in line with the previous read. A letter with the result of this investigation is forthcoming.
Should the customer wish, we can establish a long term payment arrangement for the larger than expected balance. In the meantime, the collection hold remains on the account.
Customer Answer
Date: 04/08/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
No no noI expect my credit by end of week. Please see attached photo. Very surprised to see the discrepancies in the two different manners of handling this situation. I was told directly from ** prior to the response from the business here that I would be credited, now youre trying to make me look unreasonable on BBB so you look better? Not a chance :). Id absolutely love if you folks could value my time a fraction as much as I value it myself and hurry up and call me with my resolution please.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
Aiden

Business Response
Date: 04/22/2025
The notice received on 4/8/25 by this customer was in regard to a bill statement delay of the October- November bill period. As a result of the **** *****, a credit for that month's charges was applied to the account -$35.83. This was a separate matter to the customer's high bill concern for which we did investigate and found no issue with the company's equipment.
Initial Complaint
Date:03/31/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My father and I both use National Grid as an electric supplier for our own homes in the same city. Somehow, National Grid added my e-mail address to to my father's account. He is currently out of the country and I am trying to figure out why I am receiving his bill notices. My uncle, who lives with my dad, normally pays the paper bill that comes in the mail, which stopped arriving by mail. It's a major problem that National Grid initiated, and now my father's electric bills are past due. National Grid is of no help and are unwilling to correct their actions until the account holder, my father, reaches out to them directly. It's perfectly fine if they cannot divulge personal info on the account due to FACTA, but when they are literally communicating back and forth to my personal email (where the bill is forwarding to), and I am clearly telling them that they have the wrong person, how are they not inclined to do their own investigation to reach out to the correct account holder? Or see how the account contact preferences was mistaken in any recent changes? I guess they would rather ruin a customer's (my dad's) credit worthiness and shut off their electricity service due to non-payment than actually provide customer **********************.
Business Response
Date: 04/01/2025
Dear Customer,

We apologize for the inconvenience you may have encountered. National Grid continually strives to provide exceptional service and attention to its customers.

Without specific information for your fathers account, we are unable to investigate details as to why your e-mail address was added to the account or billing preferences for that account. Additionally, we are unable to discuss account information with individuals who are not authorized contacts on the account.

E-mail addresses may be added by phone through our representatives,only by authorized users to the account. E-mail address may also be updated on ****************************** by selecting My National Grid Profile then Manage My Profile Sign-In. Once that page opens the user would then have the ability to make such changes and save them for future use, as well as update bill delivery preferences (paperless billing vs. mailed bills).

If you have any questions or need additional information,please call Customer ********************** at ************** available Monday-Friday, 7:00am-7:00pm or, for your convenience, visit us at ********************************.

Sincerely,
National Grid
Customer Answer
Date: 04/01/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I did provide both my account number and his account number in incident report #************* in your customer ********************** email system. Your service representatives refused to follow up with this issue. I also called into the customer support line, and received the same unwillingness to help. What you need to understand is, I am not trying to find out anything about my father's account that is sensitive info. I need you to recognize his account is currently using my email to send electronic statements. Wether this was an error on your part, or he accidentally inputted my email instead of his in the contact field. How can this be verified? Because I am the one responding from the email address, telling you, you have the wrong person.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
******

Business Response
Date: 04/04/2025
Dear Customer,

Our records indicate your email address ***************** is linked to 1 gas account and 1 ********************** account listed under your name.
If you would like to discuss further information regarding your father's account we would require the name on the account, the ********************** address and/or account number. Additionally, we would need to verify that your are an authorized user on that account.

If you have any questions or need additional information, please call Customer ********************** at ************** available Monday-Friday, 7:00am-7:00pm or, for your convenience, visit us at ********************************.

Sincerely,
National Grid
Customer Answer
Date: 04/08/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Hello, I feel like we are making some progress. I am glad you finally acknowledged, my email address, ***************** is already associated with a different gas and electric account from the account in question. You can find my father's name and address in the attached e-mail statement PDF attached. This was sent to MY e-mail, *****************, which you have already confirmed belongs to ****** ******, not **** ******. His account number is ***********.
Again, I cannot re-iterate enough that I am not looking for more account information for 77657-30020 that would violate FACTA, as I am not an authorized user on his account. He was previously receiving monthly paper statements mailed to his service address. Some time in JAN/FEB 2025, you started sending his statements via email to the WRONG email address. If you cannot update the email on the account to the correct email ************************** at least revert the billing preference back to mailed paper statements. Otherwise you are intentionally having his statements mailed to the wrong person, as this BBB complaint (********) originally accuses National Grid of its mistake.
He is not the only Massachusetts customer affected by **********************'s negligent billing practices. Many Mass residents have not been receiving their National Grid bills these past months. See source, **************************************************************************************************************. I am still unsure how National Grid ended up forwarding statements of one of their customers to the customer's son.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
******

Business Response
Date: 04/23/2025
Dear ******,

Thank you for reaching out.

Please note that for security and privacy reasons, only the accountholder or an authorized party on the account has the ability to update or modify account information, including the associated email address. This means the accountholder would have needed to add your email address to their online profile for it to be connected with their account.

If the email address was added in error, the accountholder will need to remove it from their online profile. Alternatively, they may contact National Grid Customer ********************** directly, and we would be happy to assist them with instructions on how to remove the profile from their account.

Additionally,regarding the recent ********* story about customer billing delays, please be advised that this issue was unrelated to this account and only affected Massachusetts Gas customers. Any customers impacted by that event were contacted directly via email and mail.

If you have any questions or need additional information, please call Customer ********************** at ************** available Monday-Friday, 7:00am-7:00pm or, for your convenience, visit us at ********************************.

Sincerely,
National Grid
Initial Complaint
Date:03/12/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We had solar panels put on in Oct 2024. Our national grid meter was deemed to not be sending a signal and was replaced in Feb 2025, after numerous calls about using more electric than previous years. All solar systems and wires were check and were working properly. Nat **** said they would investigate, this led to new meter. Was told to send in solar generation reports and we would be credited for the months of the non working meter. Had no response from company, called again and was told my claim was going to be brought to a supervisors attention and I would reveive a call back. I have not spoken to anyone since and would like to resolve this issue, be credited for mis charged electric due to broken meeter
Business Response
Date: 03/14/2025
Thank you for contacting National Grid via the Better Business Bureau.
I have contacted the customer directly to further discuss the solar credits and have escalated to our solar lead to review the solar generation reports.
Thank you,
National Grid

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National Grid USA is NOT a BBB Accredited Business.