Absolutely awful customer service. If you are unfortunate enough to be a customer, pray you'll never have to call. This is my second time in a week trying to get a hold of a representative; the first time I was on hold for 30 minutes and had to give up. Now, I've been on hold for over 54 minutes. I'd almost rather have no electricity than give my money to this company. read more

THE WORST. I wish I could give them negative stars. I wish some ambitious lawyer out there would organize a class action lawsuit and crush this monopoly. I made an appointment a week ago for yesterday (12-3pm) to get a gas meter bar added (to add another account/furnace). No call, no show. I called at 3:30 pm, I was told that I was misinformed and the window actually was 12-4pm, but they actually work 24/7 so could show up later than that. I waited at my house until 7:30 pm, no call, no show. I called this morning and was told they rescheduled my appointment automatically to today. I was told I was 3rd on the list. After about 4 hours, I called back, was told I was next. 1.5 hours later, I called back and was now told they could show up anytime and there is no "list". I asked to speak with a supervisor and was told the supervisor wouldn't speak with me, but they would send an email to the supervisor overseeing the meter installation and a "I'm sorry for your frustration, I hope someone calls you back." Its nearly 4 pm on day 2 of waiting for the meter bar. If they ever make it to my house they will get an ear full.... read more

they doubled their rates and call you for collections the day after the due date. obnoxious read more

they keep setting up my account under random ppl. This is my 3rd account in 45 days. Each person I speak has a different take. they all have no idea what they are doing. read more

If you have any other option besides National Grid, go with that option. I just spent over an hour with customer service trying to get an issue resolved. They dropped the call twice. They have my phone number put did not try to call back. I would gladly pay another company more for better service. I am only giving them one star because this system would not let me give them zero stars. read more

I received a phone call from National Grid saying that I have a disconnection order on my service for non-payment. I called them to provide proof of payment (made 7 days ago), and they made me do a Zelle transfer, saying that it was only to generate a confirmation number and that the money would not leave my account. I WAS CHARGED. Then, a "supervisor" came and told me to do another transfer, with a code this time, the code was 1606.06, and that was the new amount that I was charged again. So frustrated, I exceeded all forms of stupidity and did another pseudo code of 777.77 and that was the third amount that I was charged. The reimbursement? is only TOMORROW OF COURSE. I hope they send me a diploma of Master Graduated in STUPIDITY. I will send them the diploma of the WORST COMPANY OF US. read more

So I was out of work and I paid national grid what I could, including a 200$ payment so my service wouldn't be stopped. They did so anyway. This is in the middle of a New England heat wave. And my whole house is electric I spoke to a rude obnoxious woman who took 15 minutes to answer the phone. She REFUSED to do anything to help until they got their balance due. I told her I could give her a payment provided the funds were not withdrawn immediately. She made no effort to check just said no guarantees. The situation was resolved but I made a complaint to a supervisor who was supposed to get back to me but they never did. Their customer service is deplorable and they should be ashamed read more

my business was closed, I want them to shut down the electricity. They said they will come 8am-4pm. They let me wait 8 hour, and they are not telling me exactly what time they will come. I have been wait to 4.30.pm, still no one show up. read more

I smelled some thing weird last night and concerned about gas leak. This morning, I called National Grid. The gentleman who answered the call was very professional, kind enough to send someone to check it for me within an hour. Tim came soon enough to check thoroughly for me inside and outside the gas pipes to make sure we are OK and safe. He also checked the perimeters of the house. I feel very grateful that National Grid took the issue seriously and sent out prompt service without delay. When they ran short of people from Waltham, they borrowed people from Littleton to make sure my concern was addressed right way. Thank you so very much, National Grid. I am so grateful! read more

They are the most horrible and unfortunately the only utility company to have. They don't care who they hurt along the way, they will cut your electricity service even for a small past due payment. No regard in children, or someone who is sick. The technician is available readily to disconnect your service for the slightest missed payment , but when is time to restore the electricity, is a whole process, days waiting with no power, all kinds of rules, and nonsense waiting game. My greatest wish is for this company to be abolished read more

I do not know what kind of company you are running but I am absolutely disappointed in your service. Our power was turned off and we were told 24 hours it would be back on here we are past 24 hours lies after lies from customer service representatives. We have a daughter will medical issues and you guys have refused to come out to help us. Our daughter now has gone two nights without treatment and now all our food is bad... this is absolutely terrible and neglect in your company! And we asked to speak to a manager and was told first there wasn't any and then told from the same person they would call us in 1-2 hours here we are no call and it's been over 4 hours. read more

This is really National disappointment! There was a meter mixed up in a 2 family house That I owe, for almost 2yrs I've been paying for one of my tenants who has refused to open an account under his name, when we finally found out that the meters get mixed up, we called National Grid to rectify and switch the meter and get the bill to the right person, it took 4 months. On the final bill I asked them to hold on because the tenant opens his account, they should close my acct because I don't live in the house, I never lived there, while I was waiting for the tenant to reimburse me I didn't want my name to go to collection, the tenant gave NG permission to forward the final bill to him and close the account under my name, the customer service rep told me on the phone " oh No Mam, your name is not gonna go to collection, I will put a note on that and you will receive a letter in about 2 month when we get the problem resolved. Guess what: AFTER 2 MONTHS, I RECEIVE A LETTER from a COLLECTION Company. They sent my name to collection. They asked the tenant to email them at customer service to say that he agrees to take and accept the final bill, which he did because we had a three-way phone call, then after 2 days, I called national grid to confirm that they remove that bill under my name and put it on the tenant's name, they told me that they receive tons of emails, they cannot verify if the tenant has sent the email, they have a department who handle emails, they cannot reach out to them now, they are so busy.... and blah blah blah . In the meantime, my name went to collection for a bill that is not mine, in a house that I never lived in. I had that account with NG because I was fixing the house, so for the contractors to have access to the electricity. These are bunch of liars. Like someone mention, I wish that a group of lawyers could have a class action to remove this monopoly so people can deal with a company that is more decent than NG. When someone calls, just to have a representative talking to you, it takes between 1 and 1 1/2 h on the phone, they don't follow up on any issue, you don't have a case number to refer to when you call, you have to keep repeating the same story over and over before they transfer you to the right department, they lie to the customers or they don't know what they are doing. If there was a minus on the Stars, that's what I would rank NG on. read more

Honestly they don't know what they're doing, you will always find mistakes on your bill.

Why is national grid so hard to make a payment with??? I have 2 homes both unfortunately with this company. no matter with a live person or automated system, it takes 1 hour to pay both bills. This company has no respect for peoples time. If I need help with my bill, you will be the first to know. So, please stop wasting you customers time with your long drawn out message. Then when you FINALLY talk to a person they are very nice but it more of their crap I have to listen to!! I just want to pay my bill. It is what it is. I'll make friends somewhere else so please shorten the crap and let me pay my bill. If you do this I'll pay you every month instead of waiting for a disconnect letter. Or here's an idea put a cheat that allows people to go straight to pay please!!! STOP WAISTING EVERYONES TIME WITH YOUR CRAP MESSAGE PLEASE! read more

When I moved into an apartment I was told the landlord didn't turn the service on. I did. So I called and set up my account with them and they came amd turned it on. About a year later I moved out and made the call to cancel my service. They told me I could not cancel my own service on my account. They said only the landlord could cancel my service. I've never heard of this before and I tried contacting my landlord and couldn't get him to cancel it. When he tried he said they needed my account information because I was the one that opemed it, but I couldn't close it? It took months to cancel it amd racked up a heafty bill I wouldn't afford while living in my new place. The whole experience was confusing and terrible. read more

All of the employees I have interacted with have been blatantly incompetent and rude. If I could switch to any other company I would.

NEVER EVER EVER USE NATIONAL GRID THEY DONT GIVE A SHIT ABOUT ANYONE ON THIS EARTH. national grid has left i and my roommates without heat in the coldest week of new york winter for over 4 days. they promised that someone would come between 8am-12am today (ridiculous time window to begin with) and it is 12;17 and no one has come and we are freezing cold. someone on the emergency hotline told us an hour ago that they were on their way -- LIES we just spoke to someone who said they tried to come earlier but didn't ring the doorbell so now they're "trying" to get emergency people to us. this isn't even the HALF of what we've dealt with this week. i cant believe the lack of communication and respect. absolutely unacceptable service. curses upon national grid. read more

I contacted National Grid to restore power in what appeared to be endless phone calls. . I was transferred to several departments and people for a weeks time With multiple conflicting information. It was going below freezing and no heat. They did not respond to the emergency as I would hope. Very poor customer service. read more

Literally the goddamn worst company. I was called by a loan shark and so confused and watching my credit score take a hit. Turns out.. there was a bill of $13.50 back in Sept 2020??. Three years later received a call from a loan shark saying I owe money from National Grid. I had no idea what they were talking about and logged into my account email where I get my bills. i see no balance due. I figure its a scam. then all asudden I see my credit score taking the hit. i call national grid for two hours!!!! 5 different people randomly would hand up. One person's mic didn't work and they sounded like a warped robot! instead of transferring they hung up. And if your transferring system is so bad that it hangs up every time fix it you're a big company. this is just a disgusting way of treating customers. I looked through my emails, I didn't get a second email saying I'm late on payment (I use paperless billing). No courtesy just sent a 13.50 bill to the loan shark. I called and made the payment just in case then I ask to speak to a manager who mansplained to me how this stuff works and said it looks like I paid that $13.50 already before today so.... i just paid again for nothing? And what bill is actually the one I owe? He was going to transfer me again "so someone else can explain" to which I said this is ridiculous and finally just hung up on him. Its so fcking sickening this is how they treat people and mind you I've never had a payment issue with this- imagine the hours of craziness people have to deal with. Also three years after they pull this without a clear explanation to me about which bill and why I didn't just get a reminder payment email. disgusting. read more

As if you get a choice with your electical provider. It's not like you can call and switch your electricity to AT&T. And therein lies my gripe. I always feel I am getting ripped off. How can I ever know my figure is right!? I don't read or check or know how to read and check my power consumption. I mean they charge me $8 a month on my heat bill during the months my heat is OFF!? What gives!? Also - I'd like refunds. When the power goes out, I should get some money back. I pay for power to be there 24/7. Any disruption is completely uncalled for. Storms down lines? Not my problem. I didn't design the power lines to run through TREE BRANCHES. Idiots. Brownouts during summer time? Not my problem. I pay the bills, I want my power. Case closed. read more

Dear NStar, erm, National Grid: In honor of review number Shifty-50, I hereby honor you. Let me count the ways I adore thee... Dearest utility, I love how you're the new stud in town. NStar wasn't nearly so manly. What can I say, I was young, foolish, and swept away by that fleet of trucks. But now I know what a real fleet and logo look like. I love how you forcefully extort my money in gradually larger and larger amounts with your mysterious fees and delivery charges. I love how you can charge me based on what you guess I use as opposed to what I actually use. I am so attracted to your mind-reading abilities. It's what every woman wants, deep down. Why would I ever need for you to send the guy out to read my meter every month? I KNOW I can trust you to tell me what I want. You are a British company. Thank you for the fact that your customer service and recorded messages are not in hot British accents. I would simply have to call you all day and make an utter fool of myself. And I don't do well with restraining orders. And dearest, you must think that I play terribly coy and hard to get when you call me, begging for a date to come over to fix my gas meter. You're so saucy! I love how you say you have to do it, you can't help yourself, it's a law. It makes my girl parts all tingly when you talk dirty like that. I do love a persistent suitor. I'm simply just not that easy like all the other girls, darling. I know you like a challenge. And my mama didn't raise me to be one of those women who wait around 12-6 on some vague promise you'll come by to see me to install your new meter and check my connections. No, sweetie. I'm a career girl. I have to work. And you'll come by when I tell you, not when it's convenient for you, between your other girls and other jobs. I got your number, playa. And don't have one of your American customer service guys tell me that if I want you there in a three-hour window, I have to pay for the privilege, and another of your boyz to tell me, "nah, nah, three hours-- it's cool, my dawg NG will be there." So you stood me up on our last date. Flowers would have been a nice apology, but the $50 credit you gave me on my account was just as sweet too. But be warned, chump, I'm going to play even harder to get now. Love and kisses 4eva (or until your next takeover), moi read more

How can they not keep the power on? This is 2021 and we live like its the middle ages. Zero reliability. So bad that I need to pay thousands of dollars for a generator because the service is so bad. How can this be so bad?! Unreal! I have a house in one of the Bahama "out islands" and the power is way more reliable than the power in MA. It's like living in a third world country. Worst power company ever. read more

They just finished paving quincy ave last week and you clowns are already digging holes???? Bunch of hacks!

I called because we smelled a small hint of gas coming from behind our oven. The agent that answered was very efficient and polite. After a few safety questions, he scheduled a tech and said they would be there within the hour. A 1/2 hour later, Dana arrived and he was friendly, knowledgeable and instantly determined there was indeed a small leak. He repaired it quickly and followed all safety procedures. read more

FILE A CONSUMER COMPLAINT -for MASS customers- if you have had similar experiences as me, and most other people leaving reviews (horrible service, blatant rudeness from customer service department, missed appointments) try filing a complaint. Here's hoping enough of them will make a difference. file here: http://www.mass.gov/ago/consumer-resources/consumer-assistance/consumer-complaint.html read more

Never have I hated a company more, while I'm lucky with no power outages where I've lived I've been given nothing but hell. I pay my bills, it's what I do I like to keep power on and gas flowing, I like my credit to stay in a good zone (even as a kid with student loans) but I still get harassed. Ok, I'm a little behind this month I understand! But when I pay off half the bill just an hour ago and receive a call telling me you're going to send it to collections and cancel my service (which wouldn't ruin me, I'm leaving this town this month) I'm going to have to just roll my eyes. I told your representative that I intend to pay the entire thing not a problem just waiting on a pay check and that I just paid half don't have them tell me it's "not good enough" and treat me like a child. I get it, paying bills on time is what you're supposed to do but when someone is late once or twice don't threaten them! Ask what their plans are and maybe offer a payment plan. Yeesh. I can't wait to be gone from you, I can't wait to no longer deal with your HORRIBLE unresponsive website (which honestly, hire a web designer for the love of all that is holy) any longer! read more

National Grid is a National embarrassment. Been without power for 48 hours, these guys are just yukking it up at the local Dunkin Donuts. I'm going to build my own wind farm and put these boobs out of business. read more

I hope this review helps someone who might have the same problem as me Called to cancel service from one apartment and turn on service at a different apartment 3 months later I'm getting a bill and a termination letter for not paying the last apartments bill. Talked to 5 different NG employees and got nowhere I've explained to all of them that I DID cancel service at the first address. They disagree that I canceled Service. They said because the landlord did not call them to put the account back to their name I am the one responsible How many landlords are doing this? So the landlord got free electricity For a month So my only recourse is to take the landlord to court for the money I had to pay so my lights would not be shut off The tip is: If you need to cancel service Call them back after s week to Make sure NG did their job read more

Where do I start... first off, there needs to be other options in Lowell, MA other than National Grid. National Grid takes your money without any consideration when they know they are the ones that messed up. National Grid (Electric) never sent me electric statements and because of that, I am two months behind. I am someone who pays their bills on time and very early. I got my paperless statements from my heat on time but never from electric AND THEN I finally call last week and after the woman on the phone tried to tell me I received my statements, she goes "oh, actually, I'm looking at my notes and it looks like they NEVER updated your email" how the hell is that my fault?! I called them twice to check when my bill statements came in & they never had a solid answer for me. And then the supervisor calls me like almost a week later to basically confirm that I did my paperless early in September but still NEVER received my bill payments. National Grid is money hungry and a sick joke. I really hope that people take it to the statehouse or whomever to either get better options for electric companies or they do a complete change. ALSO, on the gas side, they charge for certain amount of weeks when you begin your service with them and then RANDOMLY, starts charging you for the month, like, what kind of weird "surprise" moment is that. I had better service with Eversource. read more

I had a massive confusion..I moved recently .. and i Spoke with customer service And they said they have on record that I called to have my account switched and that the national grid guy came to turn it on in my name and he "never successfully did".. so now with two babies.. they shut my electric off due to non payment from the previous renter at my address without even checking into it?! They were so extremely rude the entire time I was on the phone to the point that I started getting snappy.. and I try my best not too because i clearly need their help.. the First Lady I talked to wouldn't let me explain my side of the story.. I must have told her 10 times that this was a confusion and that customer service said they had to make an order to turn my electric on immediately.. she must have thought I was talking out of my ass.. then I called back and asked another lady to connect me to a supervisor.. she said she had to email the supervisor.. I got a cal back about an hour later.. the so called "supervisor" told me someone would be at my house the next morning at 9AM & that she understands what it's like to be a mother and she was so sorry about the inconvenience .. NOBODY came and it's now almost 11AM.. so I call national grid and tell the guy who answers, that the supervisor said they would be there at 9, that I need my electric on.. I have babies.. I was like this wasn't even my fault it was yours... and the guy says "oh really? Because it shows you're a first time customer here & that you never even spoke to a supervisor!" Like please make it make sense!! I feel like reporting these bastards.. me and my children can't even be in my home until this is fixed read more

National Grid - Most awful electric company in the world.. I'm praying I can eventually find something else.. I can't stand these people now after today - Utilities Near Me - Malden, Massachusetts

We had an unexpectedly high gas bill for the last month. I keep telling them that we did not turn on the gas heating at all for the entire month, while at the same time when I'm in the basement observing the meter with no heat or hot water on, the meter still keeps dropping (not a constant move like when the furnace is on), so I suspect either the meter is broken or someone is stealing our gas. And they keep saying because my bill number is similar to last month same period, and that they charge based on the usage which is reflected on the meter reading. I've said a million times that I did not use that much of gas! I'm the one living in the house, and I know when I turn on heat or not, I also know my behavior change from last year to this year, why do you think you would know better of how I'm using my gas just because the numbers are similar to last year? And every time I say I did not use that much gas, they replied that "I can have the technician turn off your heat." Excuse me! Did I ever say I'd like to turn off my heat? I suggest them get some basic listening and interpretation skills before they do customer service job. read more

Wish I could leave negative stars, but the best I can do is logging on to leave my very first Yelp review to write about how awful National Grid is. I had National Grid for three months at a house and discontinued my electric service after moving out of state - always paid all my bills as they came in. From what I could tell through their website, I'd fully paid all my bills for all of those three months. I called them to make sure that service for the house was transferred for the next person there, and they said it was taken care of. A few months after discontinuing service, I found out through credit monitoring that I had debt in collections from National Grid for some bill that had been sitting around and lowering my credit, so they hadn't properly transferred the service for the house. I never got a single communication from National Grid before they sent that bill to collections but wanted to just be done with them, so I paid collections and left it at that. Today, two years after discontinuing my service, I got a call asking me to call them back about an issue regarding my bill. Ugh. When I called, the representative yelled at me for not being an active customer and hung up. Fun! No idea why they even called in the first place, but I guess we'll see what that whole thing was about later. I've never had a remotely pleasant experience with these folks, and they continue to add stress to my life years after I had them for that three month period. For now, I'll keep my eye out for when they send another surprise to collections or screw up something else in another year or two. Thanks, National Grid! read more

Over 8 hours and counting... 26 degrees outside - no gas/no heat, and getting attitude from an untrained, uneducated Grid employee. Fingers crossed we survive until till they arrive... read more

National grid website is horrible; can't login. Password and account# is correct; however, it tells me I have an incorrect password or account#. When I called to talk to customer service about my bill that tripled for no reason, I waited 45 minutes and STILL can't get through to a real person to talk to. This is horrible! Do they have 1 customer service working there? I thought Unitil was bad; but they're not even close compared to National Grid. read more

Well, the second time around of setting up an account wasn't so bad. I got a lovely woman on the phone. She was more gentle and understood what I need. Better than the old dude who set up my account with my first and last names switched around, put it under the wrong address number, and entered into comp that I'm born in '48 instead of '84. Someone get this guy a coffee! I'm no old woman, ya old man! read more

DECEPTIVE INCOMPETENT ZERO ACCOUNTABILITY we are attempting to add a second gas meter to our two family property: we have spoken with and corresponded with seven alleged employees of national grid (massachusetts) utter incompetence representatives lost paperwork, failed to process applications, consistently provided inaccurate information, failed to return calls, shifted blame to other employees or divisions... ONE MONTH LATER still no meter. disgusted. read more

We were between selling our home and getting in a rental. We signed up on a Friday but because our previous tenant never paid their final bill we came home on that same Friday to find they had shut off the gas even though we had just signed up that morning. Of course by the time we got home the offices were already closed and was closed all weekend. So literally had no gas over the weekend which makes me so angry considering I have small children. My stove, hot water, and dryer all run on gas so it was a major inconvenience. Way to be assholes and shut someone off on a Friday with no hopes of getting anyone until Monday. If that isn't a giant F you to the customer I don't know what is! read more

The costumer services is non existent. The people are rude when you call. They had no one governing them so they can charge whatever they want. This everyday essential has become a monopoly. This is unacceptable. If I could give them no stars I would. read more

Should change there name to National Greed... Electric bill more than tripled. At this point we have been forced out of our home 3 times with 2 infants. Cannot afford the ever increasing costs. Shut off all lights, no AC in the summer, no fans overnight. Still the rates keep climbing. RUDE collection calls every day. This is like a bad nightmare. This is by far the worst company in the united states. State of Ma won't do anything about the monopoly. We are now saving for solar panels to be put in. read more

Most expensive and least reliable service I have ever paid for. But, there is no competition so it added to the list of one more reason I hate NY. read more