I made a turn on service appointment 2 weeks ago and was given a 7am-11am window. Upon calling to check the status of the appointment the day of, it was revealed to me that the window was changed to 12-6pm, without any prior notice to me. Here I am at 8pm, 13 hours later and no one is here, the operators won't give me an exact time, and I've been held hostage in this vacant property all day with no food or ability to leave. I missed work and am out money for this and am now worried they will reschedule and I'll have to go through this again. National grid should be ashamed of themselves and I can't think of a worse customer experience than this. Truly horrible. There is no excuse for this whatsoever. They should have separate crews handling emergency calls and others handling prior appointments. Seems very easily avoidable. read more

They are thieves. My meter stopped working and was recording much higher usage than previous years and the SAME usage for November when I was away for a month as December when I was home and turning the heat up every day. They claimed the meter was working and there is no one to challenge them. I filed a complaint with the mass dpu (Leilani was quite helpful) so they finally gave me a new meter after stealing hundreds from me. I would recommend that if you suspect your meter isn't working that you file a complaint with DPU IMMEDIATELY and insist on a new meter - don't fall for "they will test it" And wait. They will not replace it unless forced to by the DPU. Unfortunately, there is no way to get back what they stole - they are the only ones who test the meters. read more

Awful customer service. Multiple times power outrage in summer. Can't stop/start service on their poorly maintained website. However when you calle their representitaives they put you on hold for hours. It's a nightmare. I have tried RGE and now SCE, they are perfect compared to National Grid. I don't understand why we need a UK company to provide gas&power service. read more

Their Long Island department is refusing to close a gas line for my previous apartment, which is still vacant I moved out of my apartment months ago! Incredible irresponsible and dangerous! What is there was a gas leak or an explosion?? I am trying to get in touch with their legal department. Their customer service representatives are unbelievably incompetent. read more

no heat for 1 month you call to get gas turned on as a paying customer and they don't know what they're doing put u on hold for 3 hours transfer you around just to have your gas turned on read more

If I could give below 1 star I would, this company extorts and take advantage of all their customers, their customer service is abysmall. They don't let you speak to supervisors and hang up on you. If I could choose to go with a different utility company I would and I bet there are millions more like me. ABSOLUTELY THE WORST CONPANY ON THE FACE OF THE EARTH read more

These morons managed to screw up starting my utilities services and have prevented me from moving into my new apartment. I have spent literally hours on hold with their customer service line only to be patched through to a foreign man who is incomprehensible. This company should be destroyed. read more

House has no heat because tenant shut off gas. Been waiting on hold on the phone with National Grid Long Island for an hour. Same stupid music and song playing over and over again. Waited yesterday for over 30 minutes each time for 3 times at different times of the day and hung up. Is this company for real? Like do they have one monkey answering a phone in between tricycle and banana breaks? My dead relatives pipes could freeze and all I want to do is prevent that. I tried their website to schedule a time but once I hit submit I received an error. One of the phone numbers listed is no longer working and the messaged provided a number to the local Electric provider....Fore real??? If this company can charge stupid prices for gas, they should have good services. Thank god I don't have gas at my house, I feel bad for anyone who actually needs to use their services on a regular basis. How about a little help from the politicians???? read more

National Grid is a complete nightmare . When I call I am on hold for an hour or more and now it says they are only taking emergency gas leak phones calls everyday! There is no customer service anymore with this company ! They are messing up on my bill every month and do not even send a bill every month so it's up to me "the customer "to keep track of when to pay and how much . I have an entire folder for this nightmare of a company . When you do get a customer service representative on the phone they have no idea what they are doing and some are extremely rude . I have been hung up on and not bc I was rude it seems they just do not know what they are doing so they just disconnect your phone call I guess it's too much work for them and then you have to call back and be on hold again . The working from home is definitely not working out for this company at all . Their employees are not properly trained at all with customer service skills whatsoever or even how to do their job and help you with your bill . The delivery costs are off the charts and I am extremely frustrated with this company . I have been a home owner for 22 years and since Covid they have completely gone down hill and are taking advantage of their customers that are struggling to pay their bills every month . I have spoken to a few representatives that even sound drunk . Outrageous!! I had to give a star to post this ! Something needs to change with this company ! read more

After trying to pay online and on the phone, I called to pay (other methods weren't working). I waited on the phone for over 30 minutes for someone named Melissa to answer and then not respond afterward. I'm not sure what happened but 1. the wait time was ridiculous 2. the phone didn't disconnect leading me to believe that Melissa wanted me to hang up to avoid helping me (this could be cynicism) 3. National Grid's systems are wildly outdated (including their online payment system) and needs updating. This is exhausting. Update: They just hung up. I was staying on the phone (I refused to hang up) read more

They say that monopolies are illegal in America, and yet we are forced to work with companies like this without any local competition. How is this okay? They will tell you that an appointment is scheduled for service activation and then repeatedly no show on you. I've been trying to get my service activated for over a week now and now they are going to make us wait the weekend. Ridiculous!!!!!!!!! read more

Worst company. Worst customer service. Poor communication. A monopoly over the service in the New York area so that allows the company to be as incompetent as it can be. read more

Multiple bad experiences with customer service. To much to write. I always have been put on hold for very long periods of time. Employees need training. I was constantly switched to wrong departments. Still trying to get my battery replaced, so they don't have to go inside my home to check the meter. They don't even deserve 1 star. read more

horrible customer service, disrespectful, unprofessional, and low-life individuals! I made an appointment and never showed-up. Disgusting policies! Shame! read more

I just called the customer service for some billing info.after holding for 30 minutes I was greeted by a miserable unpleasant witch of a woman. The worst attitude and service. They suck. read more

made appointment for check of my gas meter that was 12 days ago they still have not shown up when i call they say they are coming...they are on their way...i am next in line....but never show up....so i make a new appointment.... i call and i am told to be patient they will be there....i wait all day...no one comes..... this happens all week .....i call 21 times and always told they will show up...... when i stop paying....i bet they contact me within hours read more

The worst billing departments ever had dealing with I request billing history for 2022 about 2 weeks I m still waiting I don't know how long after keeping holding on the phone for so long asking stupid quations The worst of the worst company I wish if I have choice to switch to different company I will so it right away read more

National Grid Provides a High Priority of Safety working throughout our community They operate on Integrity and Diligence This crew on 06/10/19 @ 11:44 a.m. Sweat & Bones to the core *** GETTING THE JOB DONE read more

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It is a pity I can not give them 0 stars. A maintenance job was done in our coop in Brooklyn NY today. National grid was supposed to turn off gas and then turn it back on. They did remember to turn off, but forgot to turn it on. Their next available appointment is in 3 days, meaning no gas (read food), and no hot water for 3 days. And I live with my elderly 90 years old Mother who needs to be on a diet, so we can not order food. Called customer service twice. Spoke with Coretta and Jayla, no result. Shame on you, National Grid! read more

Never had a billing problem for over 40 years. They have not been able to get into the house to do a standard line inspection so they decided to deface the property with graffiti using permanent spray paint stating cut off gas line. An appointment has been made for them to check the lines and we are told that the graffiti will not be removed. Since any employee working for National Grid would know how to find the gas cut off valve this was not some sort of required mapping of where the valve is. That being said, what remains is a clear cut pure case of vandalism by definition. Definition of vandalism: willful or malicious destruction or defacement of public or private property read more

National Grid is the worst utility monopoly. You have to waste hours on the phone to do anything.

My pilot light went out. As I didn't want to try to fix it myself, I called the folks at National Grid. It went out on a Saturday and they couldn't schedule a technician until Thursday! Off to a bad start. The tech was supposed to arrive between 6 PM and 8 PM. He got to my house at 9:30 PM. He came in and stood and looked at my gas burner with a very confused face. It was like he had never seen one before. After 2 minutes of staring, he told me he couldn't do it and proceeded to go back to his truck. Ten minutes later he came back and gave me a service ticket. He informed me I had to call an independent contractor. Werner's came two days later and resolved the problem immediately, not to mention I had them do other work as well. I called to complain to a supervisor, but had to give my feedback to a regular representative. Bad experience all around. Avoid at all costs. Sheer incompetence. read more

I have been trying to get my home reconnected by natgrid for 6 months. I have even paid to reconnect as they requested, 2 months ago. They repeatedly ignore and break appointments, or show up and leave with no phone call or explanation. My wife is now calling them every day, and they keep saying they will investigate and call us back, and never do so. What kind of utility service establishment behaves this way? Natgrid of course. I've now called the county supervisor office and will shortly contact the city of Long Beach. Why am I paying taxes on a home that I can't move into? If I can't get connected, I can't a certificate of occupancy, and so thanks to natgrid, I can't get back into my home! The only thing natgrid seems to care about is collecting money not delivering good service to the people that pay that money. Natgrid is a mediocre company who's shoddy performance has kept my family out of the home we own. We truly have become a 3rd world country! read more

Horrible horrible company. They're liars - say they call when they haven't, say they've stopped by when they haven't. Phone rep was rude and kept insisting on the lie his "technician" told him about saying he had stopped by when he never did. It's April 13th and I've been without gas or the ability to make any food in my apartment since the 1st. They don't care. They're an atrocious company. read more

I just wish their were other gas companies in Long Island. Seems like their is no where to turn too. Waiting 5 business days to get new service and having a one year old in the house, they don't care. If I had a choice, National Grid would not be it! When you call you here "We are here to help". I don't think so, your just here for the money. After I wrote this review and sent a message on Facebook, they called me and said they would turn on my service within 24hrs. This just made things worst, now I have spent 2 days at home waiting for the technician. Lost 2 days of work. I am still waiting. It seems like they did this on purpose just because I kept calling to see if anyone has canceled their appointment so I can get a sooner one. I just did not want the weekend to come and be left without gas. As I use the gas for hot water and cooking. Now my one year old ended up in the hospital. All because they promised me that they would turn on the gas within 24hrs. National Grid should be taken off the Grid of this world. The worst company EVER. I just hate them with all my heart. read more

I pay the bill every month, but can not call to make changes on the account because the account is in my husband name... guess it doesn't matter whose name is on the check every month to pay the bill. Seriously... such a headache! Too bad there is a monopoly and we have no option but to deal with this company.... read more

Why are you on Long Island? Haven't you done enough damage? I thought you were kicked out after Sandy...You have no right to be here. Get off my island.....I intend to find out how you managed to get the gas contract after all the suffering you caused from the electric fiasco..... read more

National Grid is a monopoly of the worst kind. For yeats I have been calling to inquire about hugh bills. Customer service is nonexistent and never helpful often just doubletalk. I have spent over $5000.00 on insulation with little results, After much prodding and asking neighbors I learned that National Grid has been billing me for Gateway Energy (who deliver the gas) at more than twice the National Grid rate. I have over billed for perhaps many thousands. National Grid informs me that Gateway Energy "enrolled" me. It never happened. For years I have been writing checked to National Grid but they claim no responsibility for the fraud. Check your National Grid bill and make sure you are not being billed by Gateway Energy at the bottom of the bill. Also ask National Grid to give you a free audit so you can conserve energy and lower your bills. I learned the hard and expensive way. read more

Terrible customer service for Long Island Gas customers. Been on hold for 30 minutes and nothing.

*Twice* as expensive as my previous electric supplier... Literally double! Been on hold for more than an hour... Impossible to contact, complete lack of customer service. Where is all that extra dough going? read more

Awful, there has to be another way to get in touch with the right department without being transferred to the wrong person 4 times first before being hung up on. So far I have spoken with Jamal, Rebecca, Peter (Peter hung up on me, but I'm not a quitter) and John. Although somewhat nice (and some what dead inside), all still very unhelpful. Come on National Grid, get your shit together. read more

This is absolutely the WORST company to deal with! Their customer service representatives are RUDE and CONDESCENDING, they have ZERO social skills. They gave me a "window" of 24 hours to reconnect my gas. This included any time after midnight. They refused to listen to any reasonable objection to this policy. I explained that I have 2 children under the age of 8 in my home and its unacceptable and inappropriate to have a stranger traipse through my daughter's bedroom at 3 am to get to the gas burner. The representative said, "Well, you should have thought about that before you decided not to pay your past due bill!" HOW DARE YOU SPEAK TO A CUSTOMER LIKE THAT!! The repair person finally showed up at 9:30 am the next day, but I was already in my office. I was told by a woman yesterday that they would make 2 attempts, than I would need to reschedule again. Today, I was told something completely different. Now I have to put my life on hold, with no hot water or cooking gas and wait another 24 hours for someone to show up. YOU PEOPLE ARE HORRIBLE, NASTY HUMAN BEINGS. read more

A comment about the quality of their website and the company. IT IS POOR. Go try to enter in a contact number that has an area code of something other than 516. I won't let you. SO, i cannot enter my updated contact information. THEN i speak to a customer service rep after waiting for 10 minutes! and they take down my updated info and surprise- they never entered it into the system. I wish I had an option of utility provides, i'd switch immediately. read more

I am a landlord and deal with a lot of companies. National grid quite a bit .They are by far have the rudest company phone reps I have ever dealt with read more

Terrible terrible terrible company!! Technician supposed to call 2x's with eta or they cancel. Technician never called and cancelled anyways. Put back and schedule and now Waiting 9 hours still. No heat. No technician. No resolve. read more

Would give negative stars if I could. They handle their business in a deliberately unclear and unfair way. If you want to work with them on payment plans expect to need about 100 documents proving you need the aid. Getting financial help from state agencies doesn't even require the "proof" they claim they need. read more

They have the lousiest customer service I have ever seen. Even after closing the account and getting an email with a confirmation number they still send monthly bills. They are very cocky. Unfortunately there is no other utility company. It's about time to live off the grid. I would not even give one star. If you are not the account holder, customer service treats you like you are a dummy. No chance you can close the account or update an address etc. They are so retarded. read more

Arrive at my office Monday morning 8am- gas is off, inside temp is 55 degrees. Called National Grid- 20 minutes on hold, then a rep tells me customer service is "closed due to technical issues" and I should "call back later." Disgusting. I then tweeted the company- never received a response. read more

If i could give them less than one star, I would! I rent a house with my fiancé. we received a collection notice telling us the gas had been turned off due to late payments. Called the landlord who seem very confused he then proceeded to show us receipts and screen shots of his account showing he is up to date on payments. We received no other notices warning that the gas was going to be shut off, mind you. Call NG who tells us "We are so sorry about that must be something with the system we will send someone out within the hour to fix that". Great! we thought. Two hours go by still no gas so we call again to a different man extremely rude and says "24 to 48 hour window". He also would not transfer us to speak with a supervisor. Now because of NG MISTAKE we cannot cook anything for the next 24-48 hours. Seriously ridiculous they should be ashamed at how they treat their customers. read more

I moved into a new apartment and once set up my account with national grid, they told me they could turn on the gas in 8 days only! I have an autoimmune disease that requires special diet. I called them and spoke with Luis Ifill Mack who said that I need a doctors note so they could expedite the turn on. I got the note and sent it to Ifill. Two days past and I called again. As it turned out he didn't even have a decency to look at it. He put me on hold while he went to their medical department. He came back saying that my doctor failed to include my home address. I told him that there is a phone number on the note that says if they have any questions they may call my doctors office directly. Nothing worked for Ifill. Moreover he said that they need to send a form to my doctors to fill out because they don't accept doctors notes. For real?! Why you didn't tell me this at the beginning? I don't think I've ever incountered such unprofessionalism. read more