ComplaintsforNational Grid

• Initial Complaint

  11/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When we first moved into our home I suspected something might be wrong with our meter as no one was in the home and the only thing running was a fridge yet for a 4 day period the energy bill was high. I called in and was dismissed. A few months passed and we assumed we were still learning this new home, so it was fair our usage was higher than in our old home. However this past bill the central air conditioning and pool were not running (not to mention we replaced most of the appliances with more energy efficient ones) yet supposedly our usage was the same. I simply do not believe this. We called to get a tech out to investigate and billing sends us to installation which send us back to bill and both say that an error is impossible. That is insane that national grid will not even consider an error given those two large draws on electricity now not being in the equation and no one can provide any assistance.

  Business response

  12/03/2021

  On 11/15/21 an appointment was  scheduled to test meter on 11/23/21 which is first available time for customer.  Advised once test has been completed, I will send her a letter with the results.  Sent letter on 11/29/21 advising customer meter tested accurate.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  During 2020, late august, I had my power on for my friend who didn’t have money in dolgeville NY. He paid me monthly and eventually told me he was moving, I contacted national grid, early September and told them I needed services shut down. This first time, they told me I couldn’t unless I lived there. Second time, still early September, I called ago, this time “servers were down so they couldn’t cancel the electric even though someone else moved in. I did this another 3 times between mid September 2020 to December 2020, each time they said nothing could be done or they wouldn’t even though someone new moved into the apartment and was now using the electric. I informed them I wouldn’t pay because I’ve done my part and it was them who needed to shut off the power. Eventually they finally shut it off and blamed me for not doing it and tried say I now owed the balance. I went through the process and they still didn’t do what was asked regardless of multiple emails and phone calls and now want 550ish dollars from me for something I, 1 went through the process to stop electric the way they want, and 2, did everything if not more then I should’ve and they still refused/denied all my request and expect me to pay for someone else’s electric that I said I wouldn’t pay for an wanted shut off. Location in dolgeville was * **** ******* **** ********** ** *****.

  Business response

  11/04/2021

  The address that Mr. ***** has referenced was in his name from 09/01/16 - 02/29/20.  The account was closed with a balance of $548.19 and has since been transferred to the collection agency of ******** ******** ********

  Customer response

  11/08/2021

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have phone calls and proof that I could provide to better assist my claim. I’m willing to pay some but like I said earlier I wasn’t there or even aware after December that it was still in my name, which provides clarity to the august 2020 claim and calls. The final attempt I tried prior to January 2020, I was told it was gonna go to collections and it was my fault that I didn’t do it sooner, even though I tried expressing I’ve attempted on multiple occasions on canceling it since I hadn’t lived there in over two years and my buddy needed my name for electricity. Which I now regret because he told me in August of 2019 he was moving out but that was at the end of august, and my first attempt wasn’t until September 1st. That’s why I accept the claim to, since I didn’t call or attempt to cancel prior to for the august and September, so I'm willing to pay those out of my own ignorance to it. However I don’t accept post September, October to February due to me calling and attempting to cancel. I myself, for context, suffer from a memory loss and ADHD so I commonly forget or don’t do things out of my own inability to remember, which isn’t your fault but also provided context to why I only did it every month and not every day. so to sum it up, I’m not debating the legitimacy of the bill, energy was used and you deserve payment but I am debating the legality of the bill post October because someone else moved in around that time and you should see by energy useage the amount of energy went up from 60-90$ to 100+ Very quickly. However if you don’t see this claim as legitimate and want to continue to leave the 500+ bill on me then all I request is an affidavit, or some form of this is what we know so I can take the couple who moved in to small claim courts and get the money to pay you back. If not then all I request is a first initial and last name to who took over post February because they are the same people I personally contacted about canceling electricity.Warn Regards, ***** *****PS, if I didn’t explain well enough I am willing to do a face to face or phone call explaining everything in greater detail.

  Business response

  12/07/2021

  National Grid understands Mr. *****’s concerns and acknowledges the fact that he states he did not reside at the residence.  However, per our records, the service at * * ******* *** ********** ** ***** was in his name from 09/01/16 - 02/29/20 and, he is responsible for the charges. A new customer called to request service in their name as of 02/29/20 which once completed, caused the service to be taken out of Mr. *****’s name. The account was closed with a balance of $548.19 and has since been transferred to the collection agency of ******** ******** ******e. Due to privacy reasons, National Grid cannot provide any information regarding an account holder unless subpoenaed through the court system. Please let me know if you need any additional information.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a standby generator installed at my home which required a gas meter upgrade. When the team was here switching out gas meters they noticed a small gas leak in my basement. they patched (with tape) the leak, but explained it was a very temporary fix and they would file a word order to have a different team come to my house to replace the piece of pipe that had the leak. I was told someone would contact me to make an appointment for this service. A week goes by and no phone call to schedule, I call customer service who found the work order (unfulfilled) and the rep. sent an email to expedite the work order. That was 10 days ago and still no phone call to schedule the gas leak repair. This is a dangerous situation, I need to have that gas pipe replaced, but it seems National Grid just does not care about a potentially dangerous situation.

  Business response

  11/04/2021

  An appointment for ** ******** ** has been confirmed with the customer for Wed 11/10/21 at 8am.

  Steve B

  Gas Operations Supervisor

  Customer response

  11/04/2021

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory if they actually follow through on attending to our appointment on November 10, 2021.
  
  
  
  
  
  

• Initial Complaint

  11/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a letter from National Grid (NG) dated Sept. 17,2021 stating that if I didn't allow a gas line inspection in my home I'd receive a $100 penalty to my NG bill. I called their third party inspection company ****** and a man inspected my home on Thursday, Oct. 7th at 8am. A week later I received my NG bill and an enclosed letter informed me I was being billed the $100 fee for non access. Ng and ****** have both denied responsibility for the penalty charge. I paid my bill minus the $104+ "disputed amount". Please help me resolve this issue. Can they legally do this crap?????????

  Business response

  11/04/2021

  The customer had made an appointment and inspection was completed one day prior to the fine being assessed. I called the customer and explained that I would issue the refund . 
  
  Scott C******

  Customer response

  11/08/2021

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Regards,
  ***** ******

  The  Nat Grid rep suggested that I PAY the penalty and they (Nat Grid) would CREDIT my account. Why should I pay the fine if They made the mistake in issuance?? He almost insisted I pay even suggesting I might have credit problems if I don't pay. Is this legal?? His name and number are... Scott, *************. I want this MISTAKE off my account. 

  
  
  
  

  
  

  Business response

  11/08/2021

  The customer will be refunded per previous BBB submission. 

  Scott C******

  Scott.C******@nationalgrid.com

  Customer response

  11/12/2021

  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. PROVIDING this $104.04 PENALTY fee is removed from my account. 
  
  Regards,
  
  ***** ******
  
  
  
  
  

• Initial Complaint

  10/25/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I filled out a form already, but not sure if you received it. My complaint is about allowing National Grid to enter my home to inspect a gas line. I was sent a lteer and I responded by letting them in. Today I find I am charged $100.00 for not allowing them to enter my home. This is not true. I was told to take pictures and send them to national grid, but after the lady and gentleman left, I did not know where to send the pictures. In my bill today I am charged additional $100.00 (penalty ) for not letting them in. They came and did the inspection on 10/7/2021. This is not true. ****** that works for National Grid did not let National Grid know that people came to my home. ****** says that National Grid never sent them paper work. This seems to be an on going issues with National Grid and ****** company. I want my bill adjusted (remove the $100.00 penalty) to reflect my true bill and not this false calm that I didn't comply. I always pay my bill on time. I do not want to pay a $100.00 penalty for allowing their workers to come into my home. I made the changes suggested by the woman and man that came to my home. Not fair that these two companies do not work for the good of their customers. Having a hard time attaching my bill to show that I was penalized $100.00. If you have a fax number I can fax it via *** **. 

  Business response

  10/28/2021

  I just spoke with the customer , she is making an appointment for a re- inspect for the Permanent Obstruction said she has been trying to call ******, will refund the fine when the inspection is complete
  
  Richard M 
  nationalgrid
  Lead Supervisor, CMS Service Line UNY
   

*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. ↩