National grid punched huge holes all over my home due to a gas leak and NEVER made sure that those craters were repaired. This is their responsibility and when I filed a claim they denied it!! WORST company in the world! Disgusting! read more

the worst!...oct. 2024 screwed up their billing, delayed bills....jan 2025 doubled my monthly bill...was told nat grid had not read meter for 18 months! and their was a "backlog" of thousands $$$ that i would have to pay!...called numerous time, had to wait until my fone battery ran out...tried having them call back...no call back....everthing they do is scrfewed up...will write public commission about this... also av yearly increase cost @7%...yet price of gas going down...ripoff, read more

A national grid employee came to my house because a house across the street had a gas leak and he was told to check all houses nearby for any gas leaks. His name was Richard and he was very polite, checked the house very well and was helpful in moving boxes in my garage. He is an asset to all customers and certainly to National Grid. Thank you Richard and thank you National Grid for having Richard represent you great company. Louie Genzano Barnum Island NY read more

THE WORST GAS COMPANY. Had to suffer NYC winter without hot water due to their incompetence. A technician mixed up two of the gas meter numbers. It took 4 months (!!) to schedule someone in to finally resolve the issue. Was WRONGLY billed thousands of dollars every month due to THEIR mistake. I wish I could take back the number of hours I spent on the phone with their reps - only received mixed answers AND got hung up on by their supposed "supervisor". DO NOT DO BUSINESS WITH THEM. read more

I concur with all reviewers that this is the worst possibly run business there could be. I have been trying to get heat on for 14 days and finally got an appointment with a window of 8am to 12 midnight. No one has called, and whenever I call to check in they act like it's crazy I am upset I've waited for 12 hours and wont give an estimate on when they will arrive. I will dance in glee the day this monopoly is taken down. What a truly shameful company. read more

My gas was cut off on January 1, 2018 when a large lid dropped from my tiny Brooklyn stove as I was making the Hoppin' John for good luck and wealth in 2018 and to put the crapper of a year that was 2017 behind me. I called National Grid today. The recording instructed me that the company no longer does repairs and to call a local contractor. After waiting for about 20 minutes on hold, I told the female operator my situation. She replied, "So your stove is broken?" I said, no the gas is cut off. She then explained that they come to turn the gas on and off, and that is all. I told her that I am a journalist and would be writing about this. Then I said, "Do you really want that to happen, and by the way, what is your name?" She hung up on me. I have been Tweeting about this at @karendonovan8. The backstory: When they turned the gas on in mid-September 2015, the scheduled window of the turn on was something like 9 pm to 11 pm. They showed up at one o'clock in the morning. I kid you not. There is something seriously wrong here, something unjust, something pathetic. This is a UTILITY COMPANY. They SUCK! There is a long history of precedent in American antitrust law to document this. (I am a lawyer by training.) Look at the stats from Wikipedia: National Grid plc - Wikipedia https://en.wikipedia.org/wiki/National_Grid_plc National Grid plc is a British multinational electricity and gas utility company headquartered in Warwick, United Kingdom. Its principal activities are in the United ... Number of employees: 25,068 (2017) Operating income: £4,085 million (2016) Revenue: £15,115 million (2016) Net income: £2,594 million (2016) read more

The WORST company ever. I scheduled an appointment for a technician to come to turn off the gas since I am moving. They gave me time frame 8am til midnight on Monday. It's 11pm and no one showed up. This is ridiculous. This company needs to be put out of this business. Also, when I moved into this apartment I had to wait for almost two weeks to get gas! read more

I have no complaint about the quality of service we get from National Grid. My concern is about how they handle rebates on purchases of major appliances (heating systems, water heaters, etc). Last year, we had to replace our furnace. The heating contractor applied for the rebate offered by National Grid, and we received the rebate about six weeks later. This year, we replaced our water heater. Again the contractor applied for the rebate, and we received the notification that advised that processing would take 6-8 weeks. But in this case, it took FAR longer. About five weeks into the process, I was told by National Grid that they needed to do a 'virtual inspection' of the installation. This was during the virus lockdown, and the 'virtual inspection' involved me speaking to an inspector on the phone, and taking a couple of photos that I e-mailed to the inspector. But then things seemed to get bogged down. I went on-line to the rebate tracking site which told me that the application was being processed. Eventually, I did receive the rebate - more than 15 weeks after the application was submitted (and more than 19 weeks after the water heater was installed). At one point, I called National Grid to inquire about why they were taking so long. The person on the phone agreed to escalate the matter for investigation, and promised that I would hear back from them within two weeks. No report was forthcoming. The other issue is that the rebate is issued in the form of a pre-paid credit card with a fixed expiration date. That's fine except that if you don't use the rebate by the expiration date, there's a charge for having a new card issued as well as a monthly service charge for the card. If you can use the pre-paid card, then that's a fine way to pay out the rebate, But if its not convenient to use the card, then the consumer gets screwed when the card expires. read more

This company has the worst customer service ever. Not only do you get transfered around repeatedly, but then there are many phone prompts to give before getting a customer service rep, who asks you for much of the same information again! I opened an account 1/23 to be activated 1/27. Fed-ex'd in a $3000+ deposit to establish gas & electric service at a commerical building only to find out on 2/6 by my inspectors that there was a lock on the gas meter and that gas has never been turned on. The deposit check was cashed, but when I called Na Grid, they had no record of receiving the check. To make matters worst, they could not go to the property for 4 days to turn on the gas. There were no apologies given. If I had another choice of a utility provider for this location, I would be using it! I give this company the lowest rating possible! read more

I know, I know. You're thinking...why the hell is this chic giving the gas company four lame-ass stars?? Here's why haters! I moved to Brooklyn from Manhattan recently. I purchased and while at closing, the building owner insisted that I did not have to pay for gas. I'm thinking...really? that just doesn't sound right. Fast forward to the very next day when I move. Mind you, it's freezing outside and I can't wait to take a hot shower in my new place because I feel disgusting from the days move. When I turned on the hot water early on in the move, guess what...NO HOT WATER! I try the heater. Same deal. SHIT! I contacted the building super and met a neighbor and asked both the same thing.."do I pay for gas around here?" "Of course!"...expected response. Anger now boiling in my veins. That motherf*er. So now I'm frantically dialing National Grid, on a Friday afternoon, during a cold spell. Yeah...good luck with that. The woman on the other end listened to my situation and she told me the best she could do was get an appt the following Monday. Are you KIDDING?? I can't deal with a freezing apartment and no hot water for the entire weekend! I begged her to pleeeeeeeease see what she could do. She puts me on hold. For ten minutes. Comes back and magically says, "I can get a guy down there tomorrow but your appt time is open for the entire day up until midnight." I will take it!! The very next day the guy came at 10 in the morning. He was my saviour. Thank you, National Grid, for coming through and giving fantastic customer service to a brand new customer. KUDOS! read more

I've had a few interactions with this company and can say without hesitation, it is the most incompetent and unprofessional I have ever encountered. Their representatives seem to enjoy arguing with customers. They make no apology for their own blatant errors. If you have the choice, why choose this? read more

Horrible!!! They miss their appointment window and call in the last 10 minutes to tell you they're not coming and that they will be there first thing in the morning. Uhhmmm, sure let me just take a day off on a weekday because there was no reason at all for me to want you to come between 6 PM and 10PM. Had to call to reschedule for yet another NOT GUARANTEED that they will show up appointment sometime next month. FREAKIN' AWESOME!! The condescending NG rep on the phone was nothing but rude. Just because you say "would you like my assistance with scheduling a new appointment" doesn't mean you're being nice and courteous to a customer. The nasty tone and attitude radiated through my phone. If you don't like your $10 job as a Customer Service Rep then perhaps it's time to go get edumacated and find something else. This company knows we HAVE NO CHOICE, that is why as many others said they will treat us like crap just as Time Warner does.....that's a whole natha story there!! (Got rid of them years ago!) read more

National Grid sent me a letter with my name incomplete and missing my apt number. It got lost in my building - but luckily I received it after a long time. In the letter they included my complete bank account with routing number and everything (the one I use to pay my bills). When I called to fix my name and address and also ask them to not send sensitive information in the mail, they asked me my COMPLETE social security number to make the changes. Who gives the complete SS number over the phone to a stranger? This company has no regard to customer privacy. be aware! read more

So supposedly there are two Quincy Tempros' in my neighborhood and when one decides not to pay his bill gets who receives an outrageous bill for over give hundred bucks? Yup, yours truly. I brought my last six months of bills, my last six confirmation of payment numbers and this months bill to this l ocation. I was next in line and I'd already prepared myself to hear some bull about the bill being mine and other crap. But I was not expecting such a wholehearted apology from Jennifer. She told me it was a computer glitch and they had already sent out a correspondence apologizing for the error and extending me a one month credit for the mistake. My bills are only twenty bucks a month so no big whoop.....but I happily accepted the apology and credit. Thanks guys. :o) read more

National Grid charges for missed appointments. I made an appointment with National Grid to turn my gas on; the appointment time was between 8-1. I sat on the couch with my phone next to me from 8 onwards, even taking the phone into the bathroom with me. At 9:30 I get a call from the National Grid Switchboard saying the technician tried to call me twice and that since I hadn't picked up, my appointment had been cancelled and I would be charged. The technician did not call me. I had the phone with me the entire time. I showed no missed calls. They obviously had the right number as the Switchboard was able to get in touch with me. I wonder if this is a scam? Charge for missed appointments, then claim you missed the appointment? Has anyone else had this happen to them? read more

An Actual Good Experience! I live in Mass and have had repeated problems, unnecessarily and my valuable time as been sucked up by Nat Grid. I had to call the Brooklyn, New York office to try and connect some dots with the advocacy dept, When sent to billing I was helped by a super nice lady (Ref. Miss. Jones.) She contact the necessary departments and moved this process along. Seemed almost too easy. Hoping for resolution. Thanks Miss Jones in Brooklyn for making me feel like a person and not just an account number. :) Shame on Nat Grid Mass:( Yah! on Nat Grid NY:) -Longtime paying customer. read more

Unbelievably terrible service for NY... literally an 8am to Midnight time slot. What the heck?? Then at 7pm I receive a call that the serviceman will be here in 30 min. He rings my doorbell 45 min later, and when I buzz him up, he doesn't come upstairs, so I call National Grid to ask where he went, and the people in customer service say they don't know, they have no way of reaching the serviceman, and I should go walk around outside to find him ???? What!?! A minute later a man and woman come walking up to my apartment, they literally say nothing but walk right in my apartment. They say Nothing to me and open the stove, and it seems to not being working still, so I ask, is everything ok. Neither person answers me and I say "hello??" Nether answers. They figure it out and then close the stove and leave. What in the entire hell is wrong with this company??? read more

National Grid is the absolute WORST. The soonest appointment to turn on gas for my new apartment was 8 days away and the time window I was given was literally 8:00 AM to midnight. I have been sitting here all day and called customer service three times but they can't even give an estimate of when the service guys will come. What a joke. read more

Today is the first time I have to deal with a gas leak and was really nervous. After reading what gas leak/smell can do I was even more scared. When I saw the 1 rating star reviews for the national grid I felt even more hopeless (I didn't read the review content and assumed that in general, the service was horrible) I was very hesitant to call National Grid based on the majority of the negative reviews I saw but I needed to inspect the gas smell in my kitchen and its been almost 3 weeks until I realized it was a problem. However, my experience was amazing!! When I called customer service the person was very informative and said the service person will come right away. I was doubtful that they will come asap. However, I was proven wrong after leaving my apartment to wait for the person it took about 5 minutes for him to come. I was very surprised by the quick arrival and I live in Bedstuy. What they tell you on the phone for safety precautions is based on extreme cases so don't be afraid as I was experiencing: I was told over the phone to leave the premise and if no one is there to open the door the fire department may have to break down the door and the damage cost will come from my pockets. So I just waited at the stoop of stairs so I can open the door for him. I was also told to leave everything the way it was and not to touch anything so I used a cloth to open doorknobs just for precautions. However, this stated precautions does not necessarily mean that your situation is as worse as what they appear because they cant see what is going on over the phone so what they tell you is to provide the highest safety for you. The service guy was very polite and very professional. When the guy came in I asked if I have to leave while he inspects but it was not necessary. It took about 10 minutes for him to discover the problem which was just a crack in the tube and needed to be replaced so the gas stove is off until its fixed. Yay to no more gas smells. I hope you have the experience I have and not solely rely on the reviews here because they are mostly about bill issues. read more

If you enroll in autopay, it doesn't actually take effect for 6-8 weeks. They don't tell you that when you sign up though. So I ended up behind on my account after enrolling in auto pay to avoid that from happening. Thanks national grid. If I had any choice I would use someone else but you have a monopoly. I thought that was illegal in America but I guess not for National Grid. The worst customer service as well. Rude. read more

It's taken over half a year, 12 calls, 15 hours? 8 emails, to get National Grid customer service to put the 2 gas bills I've been paying for (for 30 years) into my name, and to explain other administrative issues. Worst customer service ever, with an occasional bright light of a helpful person. read more

I have never encountered a less professional company in my life. After waiting 2 1/2 weeks for my appointment, then spending 7 hours waiting for them to actually show up, I have to assume they're not coming. Call the help line--they say the guys are just late, but will be there. When? Nobody knows. After hour 9 I call again and speak to a manager. She was rude, combative, and told me I shouldn't complain because there are other people who don't have heat. Tells me "It doesn't look good for tonight."--when I ask for an explanation, she yells, and threatens to leave me on hold as punishment. Wow. So I'm supposed to wait at home until midnight the next night, a total of over 36 hours, with no guarantee its even going to happen. Since they have a policy of canceling your appointment if you aren't there when they actually do show up, I have no choice but to spend my entire weekend waiting for the gas company. I'm particularly amazed because despite all this, my experience with them seems mild in comparison to others. If there were any other choice available, this company would be out of business in a matter of hours. This is exactly why monopolies are bad, folks. The public should have some recourse against companies that exhibit behavior like this; particularly when they're expected to provide essential services. There is no rating low enough for National Grid. read more

God I hate this company more than I can put into words. I am supposed to wait here until midnight -- no call, no time frame, just me (a 42- year old woman) and my 6-year old daughter, waiting here for some rando to come into our house at midnight. That is, *if* they show up at all... read more

Sorry Sarah, not a hateful review of National Grid, but an honest assessment of their lousy customer service. How is it that in the 21st Century, a public utility cannot figure out a way to schedule a service call (that they are requesting! I did not call them, they called me!) that does not leave one lingering around from 8 am to 1 pm or from noon to 6 pm? Really? We cannot figure out a way to combine GPS and service calls and staff to narrow a scheduled appointment time to one hour. Really? Come on guys. Get with the 21st Century. read more

Absolutely terrible. Sick and tired of them losing my faxes and then waiting on hold to speak with a rude and incompetent customer service operator. read more

The WORST. We had 1 meter locked and 1 meter unlocked, but their admin records show both meters being unlocked. First 2 appointments they gave us a time window of 12 - 6pm. Who gives such a big time window? Finally for this correction issue, the time window became 8am - midnight. WHAT IN THE WORLD?! People work. People have lives. To sit around and take a vacation day just to wait for someone to MAYBE show up. It's 10:30pm...pretty sure nobody is coming. Piece of shit company read more

I wish there was another gas provider alternative!!! This week was the coldest that it has been in decades - 10degrees and sub 0 wind chill. National Grid shut off my gas on Tuesday evening! No paper, e-Bills or calls were made to tell me that there was a shut off notice. I found out that I owed $140...which was 2-3 month late, but I've had a history of always paying on time. Absolutely heartless that they would turn off my heat in these conditions!!! This is a corporate policy issue and ridiculous that they would treat their customers in that way. It took me seconds to pay for the bill and random NG workman (who did have a heart) came in and turned the heat back on. As stupid as it sounds - Shame on you National Grid! If I was an elderly or disabled person, I could have frozen to death. read more

Waited for over an hour to have a rude woman "assist" me on the phone. It's like the UPS of gas companies.

I wish I could give National Grid 0 stars. Worst customer service I've ever experienced. Our gas got turned off and we were given no solutions whatsoever. The staff was rude and wouldn't let us send our lease via email. They said to fax it since apparently it's 1995. Thanks for nothing National Grid read more

My interaction with this corporation has been consistently bad. There is apparently no concern for accurate, honest or trustworthy action on the part of the National Grid staff or management. My first nightmare occurred when I was informed that I would charged an extra fee to have have a meter reading because they had been unable to read my meter. I work from home and am home 7 days a week. Then I needed to schedule time so they could install a meter that could be read from outside of the house. I then received notice that they needed to read the meter. I needed to be home so they could get in to read it. A young gentleman arrived to read the meter in the morning. Later that day an older gentleman showed up to read it. I pointed out to him that someone read it earlier that day. His response was "I don't care, I need to read it again". I asked why the meter could not be read externally as designed and was told that it needed to be "reset". It would not be a problem again. Subsequently received billing that indicated that I had a credit balance due to overpayments as a result of faulty balanced billing. Zero balance for the next five months. The first bill after the five months of a zero balance indicated that I now owed $700.00 due to a problem with balanced billing that failed to charge me for the prior five months. Two months ago, two representatives showed up and said they needed to "read the meter". They spent about five minutes checking out the plumbing and the floor of the meter closet. I asked why they could not read from outside and they said they would check on it. They never took a meter reading. A week later, another rep showed up. He needed to read the meter. A week later I received notification via letter that I would need to schedule someone to come out and read the meter. I called them and they said it was a mistake. On the website, my next meter reading was scheduled for September 30, 2014. I was home all day yesterday, September 30,2014 and no one showed up to read the meter. The website indicates my "next meter reading" is yesterday. I am now expecting a letter advising me that I need to schedule time so that they can send someone out to read the meter. ...if they feel like it. read more

In March, 2016 a random $92 dollar charge was added to my account with no explanation. I've called multiple times to try to get to the bottom of this issue. They've opened a "billing investigation," as they are unable to ascertain the reason for the charge. Every time that I call, I am placed on hold for a minimum of 20 minutes to wait for a representative. When I speak to someone, I am placed on hold as they look into it, and then placed on hold as they find someone to transfer me to. I am then placed on hold as the person I am transferred to looks into it. Even with all of the holding and waiting and slew of representatives, they are still unable to tell me the reason for the charge. Nine times out of ten that I call, I am disconnected randomly at some point in the call. I do not receive a call back and have to call back in and wait on hold for another 20-30 minutes to talk to someone again. Un. Real. read more

I have have a appointment to turn on the cooking gas account , I wait here the whole morning and no one show up. No bell rang , no phone call. When I call back the customer service, they said the technician already contact me at 9:51 am, and the next available appointment is next Friday... Wow NO COOKING the another week, what a wonderful life. Thank you National Grid for bringing my local restaurants more business. I am woundering who the technician actually called , did he call his mom and forget me? Hey I am here, here here read more

I had an appointment between 8am-12pm. I was told be another associate that the earliest technician in my area begins at 9am. When asked why give me an inaccurate window, she had no answer. I've spoken to various associates and customer service is terrible. Each time ending in a bad experience. read more

0 STARS - Bleak As a life long New Yorker, who has been to the Post Office, Ticket Court, and Time Warner Cable - I can safely say that my experience at the National Grid Brooklyn Pitkin Avenue Office was by far the worst. One gentleman customer service agent at the National Grid Brooklyn Pitkin Avenue Office was super verbally abusive and disrespectful to me just for his own entertainment. All sorts of fake rules and requests for additional paperwork, "You can send a fax, but you cannot leave to send the fax or I will not open your account today". So I sent the fax using a phone app. The abuse continued with all sorts of rants and lectures directed at me - while I was being held hostage to have my gas turned on. High plastic partitions, apprehensive customers. All I was doing was trying to open my account, after my gas was shut off without warning or notice. They originally requested the paperwork by email which they did receive but choose not to use. Someone took all my bank information months ago, which is not in their system. Information provided to me by National Grid - over the phone to set up the account and to come in person were inaccurate and incomplete. I was told that my gas won't be turned on for another 5 days. They admit their website has problems and does not work, etc... read more

Get our gas service from here and can't say it hasn't been reliable and priced as you'd expect; enroll in everything automated and check the bills for accuracy. FYI multiple listings. read more

The worst customer service company in the world. Very disrespectful. It's awful that we have no choice, but to use this awful company that has a complete monopoly for gas services. read more

I really have had an awful experience with this company. I called National Grid to get my gas and heat turned on. They told me that the system found another active account at my address and I would need to provide proof of lease and two forms of IDs. I waited almost a week until they approved these forms. They then called me and told me I could schedule an appointment. The next available appointment was 7 days away in the middle of a workday. I'm still waiting for that appointment. All-in-all, I will be lucky if I get my gas and heat turned on within 15 days of initially calling National Grid. read more

I moved to a new apartment and called National Grid on Monday the 16 to turn on the gas. I was told that it's on and I should be fine within few hours. By Wednesday I still didn't have gas, so I called again, and was told that all I need is to turn on the valve in the apt. In their system, it showed that the gas was on. By Friday I still didn't have a gas. Called again, and was told that now I need an appointment for a technician to turn on the gas somewhere in the basement of the building. Meanwhile when I called the first 2 times I was assured that there is no need for technician or appointment. So on Friday they tell me the closed appointment is the following Monday (June 23) and I have to be home between hours of 8 am and 11;59 pm. Who needs to work on Monday?!?!?! We all sit home and do nothing, right?!?!?!? When I mention that I have a small child who did not have a hot meal for almost a week now, I'm being told that since I waited for so long, I can wait till Monday!!!!!!!!!!! Really??!?!?!?!?! That's awesome customer service you got here!!!!! I ask for a supervisor, who tells me that there is no record of me calling them and complaining on Wednesday and why did I wait so long to call them.... WTF?!?!?!? Seriously?!?!?!?!??! But she can try and do me a favor and make an appointment, still on Monday, but now between hours of 6 pm and 10 pm. She also asks me if I want a phone call from technician prior to coming but if I miss it (and all they do is 2 calls) it'll cost me $, so I say, no, no call, I just want him to show up. Well, it's 9:30 Monday eve and still no technician!!!!!! read more

Hello! I've checked reviews here and it looks like there are not many positive ones. My review will be kind of strange, but I still want to post it. Last week our building had been without gas for 3 days, meaning no heat, no hot water and no cooking. There was a leak on the main pipe that took to fix more than 2 days. And I would rather stayed without gas for another week. Obviously before start supplying the gas workers went thru the apartments; they were allowed to enter ours and check the appliance. Unfortunately for my family that visit was a killer, directly or indirectly. The life of our lovely Cat who was just 6 years old had been taken. The chain of events from the beginning till the end just took less than 3 minutes. As soon as workers left the Cat died at the same moment. According to the doctor and based on the signs the Cat quickly breathed something poisonous in the enough volumes to be killed. I tried talking to the workers, wanted to find out what exactly just could happen, but they obviously didn't want to share and were not much cooperative and helpful, didn't even say "sorry". My Cat is not going to be back, and that is one of the worst events of my life happened to me and my family. I am sure she was very happy living with us. Pet owners: please be alert and careful letting in gas companies' workers, you never know what they carry on their boots, clothes, in hands and the way they check the appliances. Small amount of gas or other poison could be enough to kill your lovely pets. read more

Extremely terrible customer service. The worst, soul-sucking, heart-breaking experiences of my life. And they lose personal information. This outfit needs to be gutted from the top ASAP! read more