Complaints

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

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  National Grid USA

  1 Metrotech Ctr Brooklyn, NY 11201-3948

• 

  KeySpan Energy Corp (Perth Amboy)

  1050 State St Ste 6 Perth Amboy, NJ 08861-2050

• 

  Key Span Energy Corp (Queens Village)

  22240 96th Ave Queens Vlg, NY 11429-1338

• 

  KeySpan Energy Corp (Bklyn)

  101 Forrest St # 10 Brooklyn, NY 11206

• 

  KeySpan Energy Corp (College Point)

  1401 111th St College Point, NY 11356

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:04/22/2025

  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.

  April 9, 2025, I requested start if new service upon moving into my home in Long Island **. I was promised a home visit THREE times to turn on the gas service. It is now 4/22/25 and today once again there was a no show from National Grid. I have two small children and no hot water/heat/cooking gas. I just need the delivery of my gas to be turned on. Ridiculous.

  Business Response

  Date: 04/24/2025

  On 4/24/2025 we received a BBB complaint from *** ****** ****** concerning obtaining an earlier appointment for the connection of her gas service. As per her complaint, she has tried three times to get an appointment and she is claiming that no one showed up. Currently there is an appointment scheduled for 5/14/2025. I was able to obtain an earlier appointment for 4/25/2025 between 7am-1pm. I called *** ****** to advise, and it went to voicemail. I left a voicemail advising of the appointment time and date.  

• Initial Complaint

  Date:04/01/2025

  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.

  My husband passed away in November. We own a rental in Upstate ********. So I called as the Co-Owner. They put all the Apartments in my name which was an error especially since one of my tenants was on HEAP. Then after that they made me pay a deposit on a building I already owned for 13 years. Then they closed out the account and put my name on the account. I paid online but they kept sending a ****. Online it said I had -$337.23 credit but the **** said I was overdue $266.93. I sat on the phone for hours trying to get this resolve. They wanted my bank statements, which is none of their business. They act like they can't fox the ****ing error unless I provide them proof of payment when they owe me money!! ????3??

  Customer Answer

  Date: 04/26/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding National Grid USA has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/29/2025

  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.

  I called National grid last year for electricity and they informed me I had an outstanding bill of over $800 for an apartment in ***********, ** that I never ever lived in, nor know who could possibly be living there. National grid informed me to make a police report about the incident and they would get it taken care of, I made the police report and they kept fighting me for a year about dropping the fraudulent charges, they asked me to get a paper notarized saying I was homeless around the time of the incident so I went to the bank and got them that as well and I emailed it to them, then they asked me for a paper stating I was incarcerated at the time of the billing period and I told him that's impossible because im not sure if I was incarcerated at that time but If I wasn't I know I was homeless and near lived in *********** and that's why I brought you a notarized statement that you asked for stating that, then they told me they won't dismiss the case unless I can prove I was incarcerated at the time of the paying period, after I gave them what they asked for.

  Business Response

  Date: 04/25/2025

  Good morning,

  This complaint was submitted to the NY jurisdiction at National Grid.  Please resubmit this concern to the appropriate business area for review.

  Thank you,

  National Grid

• Initial Complaint

  Date:03/21/2025

  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.

  I contacted national grid 2/18/2025 regarding an overcharging issue in my building, half of the residents charged as heating rate and half is non heating rate. This year weather is severe and the bill was crazy high, and we found this rate charge issue so i reported for me and other of the tenants in the building. I was notified that inspector will call me soon, after a month I called again to follow up on 3/12 to ask why there is still no inspector contact me and when will the inspector contact me. National grid answer changes from 30 days to 60 to 90 days of wait time for me to receive a inspector call for schedule appointment, and I ask for inspector department contact or person who I can address this issue. I am like a ball being kicked around, the supervisor who taking care of the appointment scheduling was very unprofessional of telling me that there is nothing I can do but wait. I ask about the high bill and overcharge and what can I do instead of keep paying these outrageous bills, the supervisor said there is nothing we can do but you can go the district office to address your issue. So I ask for whom should I address my issue to and to get this process going forward instead of me paying crazy bills and waiting, he said sorry madam, I don't know who you should contact for this issue. And this person is the supervisor of the appointment scheduling department, national grid is a monopoly of the NY metro area and if there is any competitor, they would not be such busy and ignorant of people's issue. I totally understand people have busy schedule, but 45 days of getting a call to schedule an appointment is not a excessive request. I still have to wait more and more after the appointment as national grid told me, there needs to be at least couple billing cycles to report and settle then there will be another couple billing cycles to correct the issue. It sounds like I never gonna get my overcharged money back. This monopoly game national grid play should stop!

  Customer Answer

  Date: 04/15/2025

  Refuse to refund overcharged bills 

  Business Response

  Date: 04/28/2025

  Dear Customer,

  Thank you for contacting ********************** Grid with this matter and on behalf of National Grid we apologize for the delay with handling this issue. We see that this issue was also brought to our attention through the *** on 3/24/25 case # ****** and was handled by a Executive Response Representative, An appointment to check your rate was scheduled for 4/2 and was completed and the account show' an adjustment made on the account for $495.19 on 4/4/2025 base on the SC1B -Heating rate. Going forward the rate is shown on the 2nd page of your bill. If you have any other questions or concerns please contact our *********************** Mon-Fri *******. ************

  Regrards

  Executive Response Team.

  Business Response

  Date: 05/22/2025

  Dear customer

       Our response in the BBB is a final response based on the information gathered in your PSC complaint and the their response to the handling of your issue. As stated in your PSC complaint the resolution you are looking for has been denied.

  Regards,

  Executive Response Team

  Customer Answer

  Date: 05/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  Further investigation is requested, and no evidence provided the company has responded ally concerns. 
  Repetitive denial instead of handling my issues would not result me to close the case. 
  And PCS letter doesnt specify its final, and I am requesting for investigation details instead of just someone who claimed case been reviewed. 
  No evidence anywhere shown my concern of courtesy adjustment issue has resolved. Ridiculous overcharged on a supposedly should be credited billing statements is unacceptable. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ** ****
  
  
  
  
   
  

• Initial Complaint

  Date:03/20/2025

  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.

  I am writing to formally file a complaint regarding the ongoing disruption of gas service at my address, **************************************************************, associated with account number **********.A few months ago, ********************** Grid turned off the gas at my property due to an error on your part from the street. A couple of weeks ago, a technician was sent to inspect the situation, and it was confirmed that an excavation team would be dispatched shortly to reinstall the gas valve and restore service to my property. However, despite this confirmation, I have been left without gas for several months now, with no updates or action taken to resolve the issue.This extended disruption is causing significant inconvenience and hardship for my household. I am requesting immediate action to restore gas service to my property. If there are any further delays or issues, I expect clear communication and a detailed explanation as to why the necessary repairs have not been completed as promised.I kindly request your urgent attention to this matter and expect a prompt resolution. Should this issue not be resolved in a timely manner, I will be compelled to escalate my complaint to the ********************************** and explore further avenues to seek compensation for the inconvenience caused.Thank you for your immediate attention to this serious matter. I look forward to your prompt response.Sincerely,

  Business Response

  Date: 04/29/2025

  Dear Customer,

  As per our company records you escalated your concerns regarding gas restoral to the Executive Response Team by the way of the ***, case #******. Your concerns were fowarded to the marketin department and we were told you are being updae in the progress through email. Because of the nature of you gas restoral issue the request is going through the process.

   

• Initial Complaint

  Date:03/11/2025

  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 submitted a Final Bill ******* to National Grid by email on 2/21/25 (I attempted to attach my full Final Bill ******* here, but the file was too large). The bill which I disputed had been sent to collections with Allied Account ******************** and reported to a credit bureau. I sent four answered emails to National ************************************ between 2/27/25 and 3/11/25 to follow-up on my Final Bill *******. I also made numerous phone calls to National Grid. On 3/11/25, I called National Grid and was informed by three separate representatives that my Final Bill ******* had been approved. I was also told by a representative that Allied Collection Services should have closed my debt and this would no longer impact my credit score. However, as of 3/11/25, Allied Account ******************** is still showing that I owe them $52.41. I am requesting that National Grid inform Allied Account ******************** that my Final Bill ******* was approved and this debt is not valid. Additionally, I never received written verification of the approval of my Final Debt ******* from National Grid. I am requesting written verification of my approved Final Bill ******* to be mailed to *****************************************************************************************. Verification of the approval of my Final Bill ******* can also be emailed to ********************** I have spent about six hours on the phone trying to resolve this issue with National Grid since the end of February. I simply want assurance that the debt with the collections agency will be cleared and that this inaccurate debt will be removed from my credit report.

  Business Response

  Date: 04/30/2025

  Dear Customer

       On behalf of National Grid we apologize for this delayed response regarding you issue, We see that the account *****/***** has been rectified as you requested,all late payment charges and the amount of $52.10 adjusted from your account leaving a final bill of $14.01 which payment was posted on 3/19/25.

   

  Executive Response Team

   

• Initial Complaint

  Date:03/11/2025

  Type:Product 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 filed a complaint #******** in nov.2024, and the company promised to refund the $100.60 in 2-3 months. I still have not received the reimbursement. Thank you

  Customer Answer

  Date: 03/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ******
  
  
  
   
  
  

• Initial Complaint

  Date:03/10/2025

  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 writing to express my frustrations with National Grid and my account billing. I have started a Rate Investigation as of February 10, 2025. National Grid has been charging me as if I am a Non-Heating Residence. I have just noticed that National Grid has been billing me at the wrong rate. My bill is $656.00 because I am being charged incorrectly. My gas bill is astronomical because I am being charged for my regular heat use as if it is cooking gas. Regular Residential Heating is $1.78 per therm. I am being charged $4.05 per therm. I was informed 4 different times the wrong information with regards to when someone will reach out to me to schedule an appointment to have an Investigator come out to assess and confirm that I indeed do have REGULAR RESIDENTIAL HEATING. I have called February 10, 2025, February 19, 2025, February 24, 2025, March 4, 2025, and March 10, 2025 to no avail. I was told that after 30 days this would be escalated to reach a resolution. Please see the attached documents.I am deeply frustrated by National Grid's inability to provide me with an accurate time frame of when I can expect to hear from someone. I was told by the end of the week, within 2 weeks, within 1 month, and so on and so forth. Not one person was helpful in my quest to ascertain an accurate bill. I have yet to hear from an investigator. And, National Grid keeps charging me knowing that I have requested a rate investigation and has not done anything to help as of yet. I would appreciate it if someone could get in contact with me.

  Business Response

  Date: 04/30/2025

  Dear Customer,

       On behalf of National Grid we apologize for the delay handling your billing issue in a time frame you were expecting. The high bill /rate change resolution is not given an exact date to be completed because the process takes longer to complete depending on the volume which came before you. Our records show your request to be billed on the correct rate SC1B-Heating work was completed on 3/12/25 and the account rebilled under the new rate from the billing period 10/24/24 to Feb 26, 25 . We attached the bill which shows your new rate going forward.

  Regards,

  Executive Response Team

  ************

  Customer Answer

  Date: 05/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ********* ******* ******
  
  
  
   
  
  

• Initial Complaint

  Date:03/06/2025

  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.

  I've been calling NGrid for weeks- never get someone to help always on hold for hours. I've tried to reach them several times starting 2/26/2025. Today, I started calling at 10:12 am- still calling at 6:35pm. No one will help! they don't care! Always on hold. How do I get good service from a incompetent business? I'm done for today. no more battery on my cell phone. All I'm asking is for my service at *************************** *** *** ********** ** ***** to be turned off as of February 28, 2025.I cannot get verification that it has been DONE. Please Help.

  Business Response

  Date: 03/07/2025

  I received the customer's complaint ********************* Case #********* and promptly contacted him to address his concerns. The customer expressed frustration over the extended wait time he experienced while attempting to speak with a representative to cancel his service and discuss his billing. He mentioned that he was on hold for several hours without reaching anyone.
  I sincerely apologized for the inconvenience caused by the long wait time. I explained that this period is particularly busy for us due to a recent rate increase and a temporary staff shortage. The customer also noted that his latest bill seemed unusually high for a small studio apartment. I clarified that the increase was due to the rate adjustment implemented in September 2024, and his usage remained consistent with the same period last year.
  We reviewed his usage history together, and at his request, I sent him a spreadsheet detailing his billing and usage for the past year. The customer also inquired whether his service had been disconnected as of February 28, 2025. I confirmed that his service was still active but offered to process a disconnection order backdated to February 28, 2025.
  The customer was satisfied with this resolution, and I am currently awaiting any further questions or concerns he may have regarding the information provided.
  

• Initial Complaint

  Date:03/04/2025

  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.

  After purchasing My home I contacted National Grid to open gas Service for me on the 2nd and 3rd floor of ******* street. They are threating to bring the Marshals. Because they Didn't open My account. I'm already hours waiting on phone. After 2 hours I get Disconnected. I would like help in contacting the company and not going in circles. They do not give me an option of doing it online.

  Business Response

  Date: 04/30/2025

  Dear Customer,

       On behalf of National Grid we apologize for this late response and see you escalated this complaint on 3/5//25 to the *** and the gas was restored to the unit on 3/5/25.

   

  Regards,

  Executive reponse team

  **********