National Grid Customer Service

Company does not have"customer service ". Talking to them is a waste of time as they blame everyone else for their problems. I am being double charged for "transmitting" the electricity to my house. National grid is not my primary supplier but I am being charged by both companies for delivering my electricity. Also I am being charged for "electric vehicle" when I do not even have one. They "drive by" to do meter readings which leads to believe if they are "actual" as the bill states since no one has read the meter. They will not even come to check the meter. My bill jumped over $500 in one month. Impossible!!!! I think they are just a bunch of ripoff people who have no use for ordinary citizens trying to survive. If I got a "reduced rate" , I would be a little more compassionate. You make people decide between food or electricity.

Called on 8/31/23 to start gas service. There is an outside meter, how hard can this be??Bad enough appointment was not until 9/6/23. No one showed up! Called to find out what happened to the appointment, they said someone called and there was no answer. This is not true, never received a call. Secondly, again the meter is outside why would they even need to call? Now I have to wait till 9/11/23 for meter turn on. Terrible service!!!

Delivery fee charges are a joke I see many of grid just playing on there phones. Strange enough that my 6 light bulbs that run at 7 watts and fridge cost up to 250$ a month I'm never home shame on u people robbing America. I live on the Deerfield River which has 5 power damns that go to another country lol

First off...National Grid is a UK COMPANY!! Not an American company at all!! When Collection Dept.turn on system it shows proudly UK info with the tel #s!! Let that sink in...They give workers 5-6 minutes to talk to customers!!! Very big on AHT and QA scores....16.50 per hr is what they pay...yell till blue in face you will never get a supervisor....Heap is highly pushed by national grid...This company needs to be out of NY!! THIEVES!!

Customer service terrible.

National Grid has terrible customer service.I disconnect gas line because house demolition and paid 2500 .New house is 160 foot away from existing.Now as new customer new house and new owner i can not get 100 ' foot new customer service from national grid .price they are asking is almost 10 k As customer i can do digging but they said I haw too be certified through National grid..

I tried to setup two new accounts for my company. It is a ngihtmare. One accounct I have been calling for FIVE MONTHS and still did not get setup. Every time they told me they cannot do it and the manager will set up the account. But noboday did anything. They also transferred me to the customer connections, but customer connection department said they don't see any reason why they cannot setup my accounts and transfer me back to customer service. I got nowhere. The other account was setup, but never billed us. I called three times including accounting department. Still no billing. I am so shocked for their services.

Been without power since last night at 6 pm because of fallen tree it is now 10:30 am and not a hide nor here from any response team either tree or electric. Considering it was the coldest night and day this is unacceptable

I request billing history about 2weeks ago still waiting I d' ont know how long I did same request with pseg and water autorithy I get it same day by Email
National gride the worst billing department have dealing with krep you on the phone for so long and asking stupid quations.

Tried several times to set up my account without success. Tried to pay at Walgreens without success. Phone lines busy. This company is horrible to deal with and keep the customers at bay. They clearly do not like us.

National Grid has charged me $500 for what they themselves have admitted are fraudulent charges, and after months of calling, pestering, and submitting forms, I have still not been able to get them to remove the fraudulent charges that they promised to remove from my account. They keep giving me flimsy excuses, directly contradicting previous statements and promises. I don't have the kind of money to mess around and pay a monopoly utility company, but apparently they think they can bully people into paying tons of money for no reason at all. I would choose any other company if I could, but of course they control the market. Terrible company and terrible people.

Our co-op building has tried hard to cooperate with National Grid re some defective gas lines. But National Grid has been terrible. They show up with wrong information and equipment and they show up without any notice t o get access to apartments in our building. OR they do not show up at all for appointed times. As a result 65 households have been without stoves for 15 months. And the entire building has had no dryer facilities. Who can help with this?

Be careful if you are terminating service to move out of state. You will get a final bill and if that bill isn't paid within 30 days they will send you to collections regardless if you paid your full bill on time every month for years. I happened to pay mine within 4 days before it was gonna go to collections and I never knew the date they had in their system just luck I guess

Called twice about neighbors outage the name address was confirmed,twice the recording said it was succful with my reporting.talked to a human 3rd time they said an outage wasnt reported for that adress. Very upset that system.

Terrible service and they need to update the darn lines in Guilderland by krumkill rd. Every decent storm power goes out

In short, you guys are trash. I have called 5 times because you guys gave me two new accounts for absolutely no reason when I moved to my new apartment when all you had to do was change my address. So when you did this I accidently paid on my old account which was still open for some reason and so I called to get the money I paid transferred over to my new account to pay my bill which all five different customer service providers said they could but not one thing has been done with it. Now when I look at my current bill you guys are charging me more than $1,000 for bills I "have not paid" when, in fact, I haven't missed any payments. I refuse to just pay that much for giggles. I'm calling again tomorrow for the SIXTH time to get this fixed. Your service is trash and you guys like to rip people off just because you have the power to do so, which is terrible especially due to the fact that everyone needs to pay for electric to simply survive. If I could give you guys a lower rating than 0 stars I would.

Last Spring,a representative from RECON(hired by Nat'l Grid) showed up announced to monitor for gas leaks. Nothing was said to me. A month later I received a letter threatening me with service shutoff and/or a fine if the obstruction was not fixed. I called RECON only to find they had no idea of the problem. We set up an appt. and the woman from RECON said the 30 year old paneled wall was the obstruction. I immediately cut a hole around the gas pipe and she was satisfied. Months later, three Nat'l Grid personnel showed unannounced up to paint the wall/pipe. Even they were amazed at the stupidity of the process. Last week, another unannounced visitor from Nat'l Grid came to glue around the pipe.
Question- when will this stop and how can Nat'l Grid waste valuable man-hours like this. Why can't they make appointments? If my wife was alone, no one would have been allowed in and what would that accomplish?



rs

Unfortunately, National Grid does not have any customers protection in the situation when the house occupants fraudulently use the homeowner account to have free living. The covid situation revealed that a lot of companies, including a giant as National Grid, are not prepared to handle any difficult situations. I am the homeowner and the tenants / temporary occupants intentionally did not transfer the utility bills on their names. They were not only not paying the rent, they fraudulently used my utility account with National Grid. While they occupied the house, the bills were sent by National Grid in my name. I contacted the utility company and reported that tenants intentionally live out of my name and account what is fraud. I asked National Grid for help to prevent the fraud and they said that this is not their issue. The National Grid is a company that does not have any fraud prevention policy in place, they charge the utility from people for whom they did not provide the utilities. They don't have any respect for their customers, they don't care how it looks when they send the bills for the services provided to one person on another person's name without the authorization to use the same account, they ruin people's life and credit history and collecting the money from people who don't owe them anything. If you have an option, never use National Grid. A company that does not have respect for customers, does not have a future.

National Grid DOES NOT HAVE a good company policy in place to PREVENT A FRAUD. They unlawfully collect the money from the people whom THEY DID NOT PROVIDE the services.

National Grid is very disorganized. They do not show up at the time of your appointment. They can care less about how they inconvenience you and your family. It's terrible that people have to pay for horrible services.

Very bad experience...
my gas meter has been locked by mistake. A tenant in my building was moving away and asked for his gas contract to be closed . A technician from national grid came and locked my gas meter instead the right one. 3 days without gas and so without hot water. I called 6 times for solving the issue . i Had to take one day off from work to be at home waiting for a technician who didn't come. the 3rd day a technician Ian came and reopened the gas meter. He had to access home to check and he soiled the walls with his dirty gloves. I have now to whitewashing the walls.
no apologies, nothing..

I am beyond words to describe how awful moving into an apartment has been and dealing with customer service to get services under my name after day 3 of living there and having gas and electric shut off!!!!! Its humid and I have no way to keep my dog nor myself comfortable in an apartment with central ac where windowsill can be opened! My groceries all went bad leaving me with ordering out. I have no wifi to get work training done and school work done. Having to shower and travel with my dog to family and friend home because you guys can seem have customer representative give correct emails to submit documentation of me being a new resident. This is the worst experience I've ever had with a company. I'm going on day 4 spending money out to eat. This is ridiculous!

Horrible. Absolutely horrible customer service.
Called 4 times. Out of the 4 times I had called, I have been hung up randomly and have had horrible representatives who were stagnant, never helped/answered any of my questions and were rude.
Then I got a hold of a woman named Bridget; she was very open and apologetic about my situation and helped my current situation without pause. This awful customer service line needs more people like Bridget, who was willing to help. Thank you, Bridget.

For the longest time I could pay my NG bill online then about 4 months ago their online system would not let me I called their customer service they could not help I called I was directed to their IT department telling me it was a online issue as of yet I've not heard from them with a reply and I still can't pay my bill online!!!. If I could go with another gas company I would!!!..

Rude customer service

Had an electrical emergency outside my house , called national grid, spoke to lovely lady , Julie Carpenter, within 30mins guys from falco turned up, Danny and Ryan really efficient and kept me updated .. todays superheros ??

I Just Spoke To Miss Michaels, A Supervisor At National Grid-she Is The Nicest Person.
It's Been A Long, Long Time Since I Interacted With A Service Rep Whow Was Helpful, Efficient, And Compassionate Too. She Definitely Deserves An Award

I want to thank national grid for having the tree company that took our ash tree down near the road Monday, great job and thankyou so much I really didnt want my husband on a ladder and near the tge wires. Thanks again so much.

I had an issue and I was able to speak to a young man I believe his name was Bryce working for customer service and he was very helpful extremely polite and professional it was nice to speak to someone in the customer service field that works on the phone who was a delight to speak to instead of I usually get the opposite so I just wanted to say how good he was I believe I called the one in Brockton on Ashland Street

Very difficult to get Scottish power to organise this and you said I had to go through them .after many phone calls Rob Rivers and Chris Cowing came and upgraded pipework to meter a good job done very pleasant and helpful. .Just a pity I had to chase round the houses to get this done after numerous phone calls Thankyou

Your engineer Harmeet Singh was very helpful and went out of his way in an attempt to get everything working. He eventually resolved the heating/water problem which left us with heating and hot water. He informed us of what was required to get the gas board to get our gas cooker working.

Thank you very much for the service you provide when the power goes out. I know you all work hard to get the system up and running again. It is always a great blessing when the power has been out, as it was during the night, and then I suddenly hear the refrigerator run or see a light come on. THANK YOU! 10/16/14, 8:06am

well pleased with the surface, no gas were there in 2 hours, fixed the problem and the engineer Mr D Routledge was polite efficient in his work and full of reassuring advice. A credit to the company.

I would like to send a note to the supervisor of Dick (or Rich) who was the tech in Scotia, NY on Glen Ave. on January 29th. Dick was very professional and his service was outstanding. Thank you.

I just wanted to leave a positive comment regarding one of your service technicians who responed to a gas ordor call on Sunday January 5th 2014.

The technicians name is Douzur Washington (not sure I spelled the first name correctly). He responded to my call for a gas odor at a home on 23 Ramsey Place, Albany NY

He responded within an hour, and was very polite and courteous. He was able to repair the pipe where the gas was leaking, which was no small task for one person. The homeowner and I were so amazed at how skillfully he did the repair work.

You are very lucky to have Mr. Washington for an employee. Thank you for his service.

Patricia McNamara

Have just had my boiler serviced at 9oclock this morning when a gas leak was found.the national grid was rung immediately and the response was good.your engineer resolved the problem straight away,acting in a professional manner and gave good advice.

Fantastic service helpful most impressive I was amazed at the speed of the response and efficient service received well done and thank you

Naturally the doorbell rang less than 5 minutes after posting. The meter had to be changed and the tech was able and pleasant. The job is completed without having to take another day, thank you. BTW I dropped the check at the Vessey Street PO on Friday. Maybe thats another problem down the road.

I just had a visit from someone claiming to represent Nat'l Grid. They were going to give me the deal of a life time. They say if it sounds too good to be true, it usually is. All he wanted was my account number. This gave me an uneasy feeling. I called Nat'l grid and got a young man who really had all the answers. He made me feel like his very own grandmother looking out for my welfare. He was so well informed that I got a lesson that could work for many areas of my life. I hope there's a way to figure out who this young man is so you can thank him for me.

I just talked to the best customer service collection rep ever, thank u for having just a wonderful person to talk too. She even made me feel better, not sure her name, i think it was connie, but not sure called Thursday June 7 at approx 1:35 pm eastern time.
Would like to know who this was so I can thank her. I called about account # 0046320156

On Thursday, November 11, 2011 National Grid trucks rolled into our neighborhood to install our gas line. They were actually a week early which was great for our plans.
I want to commend Mark Rogers and his fellow workers for installing our gas line in a prompt, professional manner. They were all a pleasure to work with and they got everything done in a timely manner. Mark communicated every detail with us as they dug several trenches in our yard and we were reassured by him that this spring all the areas of our yard would be loomed and seeded.
Mark and his crew deserve recognition for a job well done. Mary and Rick Janney