Business Profile

Electric Companies

National Grid USA

Headquarters

This business is NOT BBB Accredited.

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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 June 19, 2025 BBB has not received a response.
Read more

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

222 total complaints in the last 3 years.
77 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:05/14/2025
Type:Order 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 recently started working. I was unemployed for about nine months, knowing that my bills were accumulating.Thankfully, I had a landlord that understood and allowed me to stay in my residence, even without paying rent. I had no way to pay funds and now unfortunately now that I just started working January 6 I am now attending training and did nothave the funds to pay national grid with the payment agreements that I had made unfortunately not being able to comply with them due to not funds, I have been in constant contact with them, keeping them updated with what is going on.. they had mentioned to me that I did not have a disconnection notice in my power was just turned off yesterday.. I have puppies that are in my home with no air. With me only having $200 to my name at this moment, trying to catch up on every other bill that I have. I have no means to pay almost $3000 if not over $3000. I need a payment plan that is reasonable for one single person receiving funds in a household $500 monthly cannot be given when I have other accommodations to pay for.
Business Response
Date: 05/21/2025
Good afternoon Ms. **************** records indicate that you contacted National Grid on 5/16/25 and a Payment Agreement was arranged with the following terms:
Current Charges - Plus $10.00/month for 259 Months with a $657.90 Down Payment due by 6/2/25.
Please be advised that this communication has been sent to the Massachusetts BBB and needs to be sent to ******** BBB.
Thank you.
******* - National Grid
Initial Complaint
Date:05/12/2025
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.
National Grid responded to a power outage in my neighborhood on 3/8/25. The underground issue happened to be located in my yard. They repaired the problem and backfilled the 4x5 foot hole partially and left 3 cones in the hole. I have called numerous times since 3/30 to have someone come out and complete the work. In my journey for a resolution, I have been bounced from agent to agent and have called and been transferred countless times to 6 different national grid departments. I have been left on hold for hours on end, and no one will answer my call. Most recently, today, I was left on hold for 36 minutes and then 125 minutes respectively and no one ever answered. At this point, I have spent hours and hours on this situation and feel I have been thoroughly mistreated . All I have is an incomplete work request number of ********, and a giant hole in my yard that gets deeper with every rain storm. It will cost $1000+ dollars for someone to properly remove the sand left behind and prepare the area to accept the proper amont of sod. At this point, I would like compensation for the hours I have spent addressing this issue. Thank you.
Business Response
Date: 05/15/2025
Mr.******,

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

We will further reviewing the events so we may put measures in place to prevent similar events from occurring in the future. We have also applied a $50 Goodwill credit to your account due to the inconvenience.

We have reached out to the job owner for the landscaping damage, work request ******** to get more information about expected completion timeframe.

Sincerely,

National Grid
Customer Answer
Date: 05/16/2025
I have reviewed the response submitted by the business and have determined that the response only partially addresses my issues and/or concerns in reference to complaint #******** in part. On Thursday 5/15/25, landscape crews actually showed up and repaired the damage by filling the hole and reseeding, so I am grateful for their prompt response. However, I do believe NGrid should be a little more generous considering the amount of time I spent on hold collectively for several hours, the amount of times I was bounced from associate to associate, the repeated emails and verbal notifications I made since March , and the amount of times I was disconnected while using their extremely flawed automated service. I exhibited an extreme amount of patience for nearly two months and I think I should be compensated in the form of a credit that equates to something more than $50. I mean this should have been resolved when I alerted them originally that the work was incomplete. I am a single income family and I literally work double shifts daily to provide for my family, so the time taken for me to be on the phone to seek a resolution posed a large sacrifice for me as it cut into my limited sleep time.
Thanks in advance for assisting me with all of thisI hate to be a hassle, but appreciate your involvement. Thanks again!
Regards,

***** ******
[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,
*****

Business Response
Date: 06/02/2025
Dear *****,

Thank you for your message and for taking the time to share your experience in such detail. We truly appreciate your patience and persistence in seeking resolution, and we fully understand how valuable your time is.
Were pleased to hear that the landscaping repairs were completed to your satisfaction on May 15th, and were glad our team was able to respond promptly once the issue was escalated. We also recognize and regret the frustration caused by the delays, multiple follow-ups, and the difficulty you experienced reaching a resolution through our automated and customer ********************** channels.

In recognition of the inconvenience you faced, we previously applied a $50 goodwill credit to your account. While we understand your request for additional compensation, we must respectfully advise that we are unable to provide further credits at this time.The credit was extended as a gesture of goodwill and in acknowledgment of your time and effort, though it is not a requirement under our policies.

Please know your feedback has been shared internally as part of our continued efforts to improve our service and the customer experience. We genuinely appreciate your patience throughout this process and your commitment to working with us toward a resolution.

Sincerely,
National Grid Electric
Initial Complaint
Date:05/12/2025
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 use national grid for electricity delivery. I have received one bill in seven months. I repeatedly was on the phone with them requesting my bills be mailed to me. They assured me they would be but I never received any. when the ****************************** issued their resolution to these problems, I followed the directions. I contacted national grid. I told them that I had not received any bills and according to the Department of public utilities I was not liable for those amounts over 60 days that wasnt billed. I received one bill in December for the month of September and October., Which I paid. Their response was we emailed you the bills. That is a blatant lie. They never emailed me any bills and they never mailed me any bills And now I owe $2500. This is not fair. They should be held accountable. They are lying and their practices are outrageous. Please help me..
Business Response
Date: 05/19/2025
Dear Mr. ******************* records indicate that we have generated and issued all bills in a timely manner each month for your electric service at ********************************. Therefore, you are not eligible for a credit adjustment.

Your electric account was enrolled in our Paperless Billing program on February 26th, 2025 and de-enrolled on April 3rd,2025, indicating that your March bill would have been delivered via email. Our records indicate that all e-mails sent to the email address on file for your account were opened, including the e-mail with your March bill attached. All other bills were sent via normal mail delivery.

We have programs and services that can help you manage your energy bill at *****************************

Our new Payment Agreement Bundle can help you get back on track. This convenient package combines 3 helpful solutions designed to make it easier for you to manage your energy costs and pay down your past due amount over a 12-month period. With this bundle, you can take advantage of:
- A Deferred Payment Agreement: this allows you to spread your past due balance into future monthly payments
- Automatic Monthly Payments: your payments will be automatically deducted each month, so you never miss a due date.
- Budget Plan: this breaks down your annual energy costs into even monthly payments, making it easier to budget and plan your expenses.

If you have any questions or need additional information, please call Customer ********************** at ************** available Monday-Friday, 7:00am-5:00pm or, for your convenience, visit us at ********************************.

Sincerely,
National Grid
Initial Complaint
Date:05/08/2025
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.
Have a Commercial Electric Account Are set up for AUTOPAY They want to Back Bill us from 2023 / 2024 In 2024 they show we had credits In February of 2025 They back bill us for 2023 total $ 399K
Business Response
Date: 05/15/2025
Dear *** *******,

During a recent review of your account, we became aware of a billing system error that resulted in delayed bill distribution. This issue has since been resolved. Your account has been corrected resulting in a charges of $394,607.66.Your current balance due is $398,438.63. As a result of our error, we have waived any late payment charges and offered a 60 month agreement with $0 downpayment.The agreement is set at $ ******** per month plus current charges.

Your account is not currently set up for Direct Pay within our system. The fastest and most secure way to set up DirectPay is to visit ******************************** and click on the Pay Your Bill button on the website.

Under the Pay Bill ******************* look for the DirectPay icon where you'll find an electronic version of the application. Simply fill out the form, attach the necessary documentation and hit submit.

If you prefer to use U.S. Mail or fax the application, the following is a link to a PDF version of the DirectPay Enrollment Application. To enroll,simply fill out the enrollment form and return it to the address or fax number provided below. Please follow the instructions on the form carefully. A copy of the DirectPay Enrollment Application has been enclosed here.

Mail completed form to:
National Grid
Payment Processing, C-1 (CSS)
*************************** West
******************
Or fax completed form to: ***************

If you have any questions regarding this program or about your account, please contact our Customer ********************** Department at **************.

Sincerely,
National Grid
Initial Complaint
Date:05/08/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am voicing a complaing against National Grid. I am being billed ****** for a vacant apartment. I own the home at **********************************************************************. My husband and I occupy the ap artment at #** and #** is vacant. The last bill I received and paid was $93.93 on January 15, 2025. This was for December 2024 charges.Since that time I have not received any bills. On April 7, 2025 I received a phone call that my account is past due by three months. I immediately called National Grid and was told that I was switched to paperless billing, without my consent. I never received any bills paperless or otherwise. National Grid has been out to install new meters and seem to show up every two weeks to read the meters and say there is a problem with them reading from outside the home. I do not know what is going on. As I said, this is a vacant apartment. How can a gas bill for a vacant apartment be double for what we pay for our occupied apartment where we have run the heat on high all winter long?I have made repeated call to National Grid on the dates of April 17th, April 30th, May 5th and May 7th. I am always told the same story that the bills will be sent to me and yet they never are. I filed a complaint with the *** on April 7th and was finally contacted by a woman named ****. She admitted to me that National Grid switched their systems in September and since that time there have been billing problems. She told me she would speak to a supervisor regarding compensation for us and also send us the bills. I never heard back from this woman. When I again called on May 5th I was told she was working on it. I called again May 7th and was first told that they could not speak to me because the account holder was deceased! I can assure you I am very much alive and have been paying bills on this account for the past two years!! I was transferred to a woman named *** who once again said she would email me the bills for January, February and March. We are 68 yea
Business Response
Date: 05/13/2025
Good afternoon, I see that one of the representatives who works with the *** tried to contact you on 4/30/25 to set up an appointment to see if there are mixed meters on the property. You can contact me at ************ and I will set up the appointment for you

Thank you
******
Initial Complaint
Date:05/06/2025
Type:Customer Service 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 for the past several years does not offer customer **********************. I have been unable to view my paperless bill in as long. No way for me to get help. I can only pay via third party. And when I go to login, there is no existing page for me to login to. Even though I have login credentials that I used to set up my account in the first place. I need help getting in contact of someone there who will help me. I feel like their perpetually broken website is done on purpose.
Business Response
Date: 05/13/2025
Good afternoon, I have reached out to the team that handles question about the Web. I have asked them to reach out to you to give you help. I apologize for any inconveniences you have been experiencing.

Thank you
******
Initial Complaint
Date:05/01/2025
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 bills increased significantly due to the drastic increase in gas delivery charges (4x higher than normal!), which is completely beyond my usage and control. Due to this, I had to set up a payment arrangement to try and keep up with the bills. However, I fell behind in the payments because they were so exorbitant. I have made several payments online, according to the information contained in my online account, to catch up on and reinstate my payment arrangement. This information, however, is false and deliberately misleading. None of the payments I've made have been applied to the reinstatement of my payment arrangement, as noted on their website. I have spoken to National Grid multiple times, each time receiving different and contradicting information from different representatives. This is basic fleecing of consumers, who are deliberately being misled. Also, I have automatic payments set up for my electric account, and despite submitting payment ahead of the actual due date, I continue to receive multiple emails threatening disconnection and collection action because National Grid takes well over a week to actually credit payments to the accurate accounts. They cannot be legally allowed to continue to take advantage of consumers for a basic utility necessity.
Business Response
Date: 05/02/2025
I have looked at your account and I do see that back in August 2024 an arrangement was made for $96.40 which was a 24 month agreement. You did make payment but unfortunately it did not cover the agreement. Any agreement you make you pay an amount on your past due balance then have to pay the amount of you current bills. As of today your balance is $2425.27, I would be more than happy to set up a new payment plan for you. My name is ****** and my direct line is ************. My hours are 7:00 am to 3:30 pm Monday - Friday.
Thank you
******
Customer Answer
Date: 05/07/2025
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.
While I appreciate your response, ******, it is the epitome of my issue. I did not miss a payment resulting in the broken arrangement - I made payment as required, and National Grid did not credit the payment for over a week and as a result my account was put into default status. I fulfilled my responsibility, the rest was up to your company. Furthermore, I have spoken to no less than 6 other agents who have offered to set up another arrangement - you are certainly not the first. The problem is the deposits required are nearly half the amount of the full balance due, which is outrageous and unaffordable. So not only was my account defaulted because of my payments not being credited timely (multiple subsequent payments as well), but the terms of the payment plans that are supposed to be to the consumer most certainly are not.

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: 05/13/2025
I can offer you a payment plan with out a down payment. If you can contact me directly either by phone ************ or email ****************************************** I will be more than happy to assist you.

Thank you
******
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

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National Grid USA is NOT a BBB Accredited Business.