Complaints

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:09/02/2022

  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.

  On 8/29/22 I tried to pay my bill online through their website. Payment of $443.27 was submitted but message popped up "ooops something went wrong please try again later" Tried again only to have same message pop up. Later made a payment over the phone in the amount of $443.47 which was accepted. Received confirmation email from nationalgrid at 3:14pm. Never received any confirmation on the 2 online attempts. On 9/1/22 when checking my bank account I seen that nationalgrid had indeed taken out all 3 payments totaling $1,329.81. This created a $886.54 credit on my account. I called nationalgrid on 9/1/22 to request them to refund my overpayment back to my bank account immediately (spoke with a Heather and then her supervisor Lilly) who advised that they would have to put through a request to have this done and it could take up to 5 days. Told them I needed this money Now as their error had overdrawn my bank account. They advised their was nothing further they could do. Called nationalgrid again on 9/2/22 and spoke with a Felicia. She also told me that she would put through a request to have this refund issued but it could take up to 6 weeks. I told her I needed this money today and could not wait 6 weeks, but she said that was their policy and there was nothing further she could do. I asked to speak to someone else and she said there was no one else she could transfer me to. I again asked to speak to her supervisor and she said I could not but she could have someone call me back in 24 hours. I again asked her to please transfer me to someone else, she would not. I pleaded with her the urgency of needing this money and since this entire situation was there fault I felt that there must be something someone could do to help me. She again refused and read me their policy. She was very unwilling to help me in any way and would not let me speak to anyone else and then hung up on me. Any help by you is appreciated. Thank you

  Business Response

  Date: 09/06/2022

  I tried to call customer, The $886.54 was reversed to customer’s account this morning 9/6/22, it does tell us that it may take up to 3-4 business days to show on account. The reps and supervisor’s did apologize for the difficulties the customer had and we will give the customer a $25 service guarantee on their account as they were not happy with customer service.

  Customer Answer

  Date: 09/06/2022

  Better Business Bureau:
    I am happy with the company's response to you. However I would like to clarify that they DID not try to call me today.  I have NO missed phone calls from National Grid and I also have NO message from them on my answering machine.  I would also like to note that they gave me a very difficult time regarding this refund and told me it could take up to 6 weeks for me to get this refund.  I wonder why it took for me to file a complaint with you for them to all of a sudden be able to handle this matter so quickly.  Its troubling the way they treat their customers.  I am very grateful to the BBB for helping me.  Now I only hope I do indeed get my refund in the time frame specified.  Thank You so much for your help.
  
  Regards,
  
  ****** ******
  
  
  
  
  

• Initial Complaint

  Date:08/30/2022

  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 was charged 440 dollars out of my account yesterday from national grid. I requested my last bill be mailed then they direct deposited anyone causing me banking fees also the money charged was for using more on my “budget” payments but when I first signed up I was never told it was a budget payment I was told the would assess my electric usage every three months then raise or lower my payment based on electricity used I was never told that they would save up money for a year then pull out of my bank account over 400 dollars with 0 notice. I have already moved and called them requesting all my last bills be mailed as well. This was not what was agreed upon or what I was told and is causing me fees and Financial problems. I am a enlisted United States Army solider who doesn’t have 440 dollars set aside for bills that were never discussed and banking fees when I requested all my final bills after moving be mailed. When I called customer service they were rude, uninformed, snippy and told me there was nothing they would do for me. This all occurred on August, 30th, 2022

  Business Response

  Date: 08/31/2022

  ***** ********* account was on budget billing, electronic billing, as well as automatic payment.  On August 12, 2022, David scheduled to have their service discontinued effective the same day with an estimated reading. 

  Once the account, closed this generated a final which would include any remaining balance from the customer's budget, plus actual charges up to the date the service was discontinued in the customer's name.

  On the bill dated June 21,2022 - July 20, 2022, it states "balance due company after paying this bill $314.35" which means after David made the payment of $158.00 the difference between the budget amount and what they actually owed if they weren't on the budget was $314.35. When the account closed on August 12, 2022 the final bill amount was $444.58 which included the $314.35 from previous usage as well as current accumulated charges from July 20, 2022 - August 12, 2022 of $130.23.

  On Page 1 of the final bill, it states "Your Automatic Payment Transfer will occur on August 30, 2022. Since David did not contact National Grid to cancel the Automatic Payment, the balance was deducted from their bank account as has occurred in the past.

  Please advise if additional information is required.

• Initial Complaint

  Date:08/29/2022

  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 23 weeks pregant been waiting 5 days for my electric to be turned on. I called and they keep saying its their policy for me to wait. Theirs no policy on the National Grid where it says a customer to wait 72 hours for someone call them about their account and to set up services. I think they need do it to people who fraud with them I have a medical condition where light is needed such as asthma , and machine for my fluids and national grid takes advantage to new customer. Very horrible and unprofessional service

  Business Response

  Date: 08/30/2022

  National Grid received the proof of residency on 8/28/2022 which was required for new service at this location. The service was connected the day after receiving said paperwork on 8/29/2022 @ 3:34pm. The service was turned on, but the main breaker was left off and up to the customer to flip the breaker on. If the customer has further questions, they can be answered at 1**************

• Initial Complaint

  Date:08/21/2022

  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.

  My name is ***** ********* and I have been trying to get power on in my name for over a week now national grid has said that they are sending people out I have found three different days at a technician was supposed to be here my children have not been able to be home in over a week my fish have died from lack of power my groceries have all gone bad I have wasted $500 worth of food I have not had power as we speak I still do not have any power they told me yesterday somebody would be out here they told me Friday somebody would be out here and nobody has showed up to turn my services on this is a new account a new start to services I purchased my home and I keep getting a runaround with national grid this is beyond repalling when I call I've called everyday for a week straight all they do is transfer me they hang up on me it is a very unprofessional business and I am without power and it is getting worse and worse I would like something done about this I would like my power turned on I would like national grid to have to reimburse me for the food I have lost my time wasted the pain and suffering of my young children that have not been able to be home with their mother I'm a single mother I have missed out on an interview that potentially was a guaranteed job because of this this has been the worst week of my life and I don't know who else to turn to I still sit here as of today with no power and all they need to do is flip the switch it's a start to new service somebody could please please give me a call regarding this matter or an email back at **************************..

  Business Response

  Date: 08/22/2022

  I tried to call customer but the voice mail is not set up yet. The customer's service is on as of 9:12 am Monday 8/22/22, I will have the customer given 2 $25 service guarantee credits to account for a rep error and missed appointment, per the HEFPA rule 11.3 we do have 5 business days to connect service after a customer has met obligations to connect service. I will also call customer and give our claims department number to see if there is anything they can help with ###-###-#### (claims)

• Initial Complaint

  Date:08/17/2022

  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.

  My power was shut off while I was out of town on the 9th of august. I’ll noticed the power was out on the 13th, called and paid my bill in full. They confirmed my phone number and said they will call before coming and that I need to answer the phone and my breaker needs to be off. I shut my breaker off. They didn’t call Saturday. I called Monday and they said that they came Saturday and I wasn’t there and they didn’t turn my power on because my breaker wasn’t off (it was). They said they would arrive before three Monday and they again confirmed my number. I didn’t get a call my three and I called back. They said they came and the breaker was on and they couldn’t turn in on (it was still off). I decided to take a day off from work on the 17th and sit on my porch with my phone to make sure I didn’t miss them. I called around noon and they said they were coming. I called at four and they said they came and called and I didn’t answer. Again, lies. I had my phone the entire time and was outside. I don’t know what to do to get my power on. I know I am entitled $50 per day they they haven’t restored my power. They keep lying to make it seem like they have attempted to turn on my power and resetting the 24 hour requirement they have to restore power. It’s evil.

  Business Response

  Date: 08/18/2022

  The service for ********* ******* has been restored as of 08/17/22 and a request for a Service Guarantee Credit has been made.

• Initial Complaint

  Date:08/10/2022

  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 had my services shut off for non payment. I called and set up a payment plan on 8/9/22, paid my initial payment and signed every document that was needed. I was told a work order was put in and given a 24 hour reconnect window. I asked to please have it noted to call 20 minutes before so that I would be able to access my downstairs to be certain the breaker was off. I was told this was completely fine and that was all. The next day 8/10/22, a technician came for 30 seconds with no prior phone call and immediately got into his car and drove away. I called national grid immediately and was informed the breaker was not in the off position and that another order would be put in with yet another 24 hour time frame. The technician was not even at the end of my street. I did my part, paid what was needed and signed was needed signing. I am without power for another 24 hours with a child under 2 because of the negligence of national grid. I was turned away multiple times from speaking to a person in higher position, told there was absolutely nothing I could do by every customer service representative I spoke to. I asked to possibly be put on for at least today 8/10/22 and was also told there was absolutely no way to be able to do so.

  Business Response

  Date: 08/11/2022

  Upon arrival, the representative found that the meter had been tampered with.  For safety purposes, the meter was removed and an electrical inspection is required.

• Initial Complaint

  Date:08/10/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In front of my house, there is a gas cap cover on the sidewalk, on public property, It went missing, it was stolen. I called National Grid, numerous times, was transferred to a few departments, was promised it will be taken care of and replaced. After a few weeks of waiting, a National Grid worker showed up, and just put an orange cone to cover the exposed hole. This is on public property, and the cone was moved away, again leaving the hole in the floor, dangerously open, as a trip hazard. I keep on calling, and get a simply gas cover on public property to be replaced.

• Initial Complaint

  Date:08/08/2022

  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.

  On 3/21/22 at around 2:30pm there was a power surge in our area that affected many homes and businesses. This power surge was the fault of national grid, many home and business had items that were damaged due to the power surge. We were told my national grid that all items damaged or any work needed due to the surge would be covered in full and a claim would need to be filed. After the power surge we had an electrical inspector come to our home as our outside letter had black burn areas along with some blacken areas noted to our breaker in our home. We had damage to our tv and sound bar which were on a surge protector. The inspector is advising we have our electrical box replaced. We also submitted to have our tv and sound bar replaced as they now have issue and continually turn off randomly due to the power surge that occurred. National grid has been giving us the run around especially our claims rep Cathleen W***** she has been not informed out rude and Condescending when we have had to call and deal with her. Now this week she is telling us national grid isn’t going to reimburse us for the full price of the sound bar or the tv because we don’t have the receipt as we purchased these items 2-3 years ago. I find that this is unacceptable as this power surge wasn’t our fault and I know that national grid has had multiple claims against them for this power surge and had to replace many businesses equipment and other homeowner items. How does national grid get to determine what and how much they will pay out for items that were damaged due to there fault of a power surge. I just want to be reimbursed in full for my items I lost long with the electrical work that needs to be completed on my home.

  Business Response

  Date: 08/09/2022

  Good Morning – On the date in question, there was a power problem on the feeder serving this location that affected many customers. National Grid honored the claims for property damage and did apply depreciation on replaced items. This customer submitted an estimate to have his electric service/panel box replaced since it showed signs of being burned and that was replaced in full. The claimant submitted a claim requesting to be reimbursed for a sound bar and tv and did not submit any supports such as the original receipts, replacement receipts, proof of damage, repair estimates etc. In an effort to resolve the claim, National Grid Claims offered 50% reimbursement on those items and the claimant accepted. The settlement check was mailed on 8/5/22 and the claimant agreed to the settlement amount. I contacted the claimant this morning and he told me his wife submitted the BBB Complaint, they received the check and to consider this matter resolved. Cathy
  
  Cathleen W.
  Lead Claims Representative
  (315) 428-6390

• Initial Complaint

  Date:08/06/2022

  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.

  In February National Grid used our private driveway to get to their power lines because of down wires.. For two days they drove back and fourth, backing all crazy over our driveway (with 5 large boon trucks ) rutting it up with deep sloppy muddy tracks from repeatingly using it. The frost was thawing and made a muddy mess. They said they would bring crushed stone to fill the tracks and sent some 3rd party to investigate the problem. They wrote letters on E- Mails and phoned us acting all concerned. Since then, nothing!!!!! GHOSTING!!!

  Business Response

  Date: 08/12/2022

  2 customers share this stone driveway. One customer in the back took care of his part of the driveway himself and told our contractor they were all set and did it themselves. The other customer near the front was expecting us to do work for them. I went to the site today and the damages they are referring to are very minor, practically no issue at all but we are satisfying the customer by bringing him 6 cubic yards of crushed stone for him to spread as needed himself.
  
  Thanks,
  
  Keaton W****
  Supervisor of UNY Gas Field Operations
  Restoration UNY-East

  Customer Answer

  Date: 08/12/2022

  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. 
  
  Regards,
  
  **** ****
  
  
  
  

• Initial Complaint

  Date:08/06/2022

  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.

  On June 6, 2022 at 9:32 am, I contacted National Grid in order to schedule the end of services at my previous address because my lease ended on June 30, 2022. The representative I spoke to scheduled for the electric and gas service to be transferred out of my name and for my account to close. I called again on 29 June 2022 at 10:59 am to confirm that a technician would come to my previous address on 30 June to complete a final meter read. A technician came in person to the house on 30 June to complete the reading; I personally let her into the house to check the gas meter in the basement. All of the National Grid representatives I spoke to confirmed that this was a final read to end services in my name. However, today (6 August 2022) I received a bill for the billing period of 7 July - 4 August. I called National Grid at 8:50 am and a representative informed me that No, my account had not been closed and that the utilities were still in my name. She put in a request to the "back office" to get my account closed but told me she could not send me any information to confirm this was happening. She sent me a form to dispute the final bill with National Grid once my account is finally closed, but also told me that current charges are being accrued to an account in my name, even though I asked for my account to end over a month ago. I would like my account ended with National Grid and for all charges after June 30 2022 to be taken from my account and directed to the actual home owner at my previous address. I do not feel I should be responsible for use when National Grid had agreed to end my account at the end of my lease on June 30.

  Business Response

  Date: 08/10/2022

  Our records indicate that ***** is no longer responsible for the services at * ****** ** *********** ** ***** as of 07/07/22.  However, due to a meter change issue, ***** received a bill for gas only in the amount of $25.02 in error.

  This is confirmation that as of 07/07/22, the account at * ****** ** *********** ** ***** is no longer in ******* name and, the final bill in the amount of $59.67 has been paid in full.

  Please feel free to contact me if any additional information is required.

  Customer Answer

  Date: 08/12/2022

  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.
  
  The response was very helpful, but it is not clear to me if they are acknowledging that I do not have to pay the bill that was sent in error. Can you please ask for a clearer statement that I do not have to pay the bill that was sent to me by mistake? Or can National Grid please clarify how I can work with them to ensure that I am not penalized for not paying that bill for services not in my name?

  I'm concerned that the language as it stands does not rescind the bill, even as it admits it was sent incorrectly. I just want to make sure the situation is resolved in a way that I fully understand.

   

  Thank you very much for your help, and to National Grid for their quick response so far. I appreciate your help getting this final clarification.
  
  Regards,
  
  Stacey Dearing
  
  
  
  
  

  Business Response

  Date: 08/16/2022

  Once all billing information has been completed, the customer will receive a final bill showing a zero balance.  This may take 5 - 10 business days to complete.