This company is literally a joke. Their employees are incompetent, rude, and completely inconsistent with what they tell their customers. I am simply trying to get my first meter read done on my new apartment unit, and it seems that no one can comprehend how to make this happen for me. I am unable to pay my bill until they come for a meter read, supposedly. This is my first experience with any electric company on my own as I just moved into a new place with my boyfriend, and we have never been so disappointed. Their customer service people are rude, incompetent and just straight up unintelligent. If I could leave 0 stars, I would. This company is the definition of capitalist GARBAGE. DO NOT USE THEM UNLESS YOU HAVE TO!!!!!! read more

National GRID SUCKSSSsSsS! Can't stress this enough!! What they do to customers is straight up illegal. If I could switch to a different electric company I would in a heartbeat, as I'm positive more then half their customers would! But of course, they're the only service providers in our area. It's time for a class action against these pricks for leaving families in the dark, refusing to turn back on services when it's a medical necessity and they've received the doctors letter explaining why. No heat, a fridge full of spoiled food that I paid hard earned cash for and sitting in a dark house with my young child, a service dog & myself. Not too mentioned I have never missed making a monthly payment to them, even if I'm dirt poor that month, I still ALWAYS make a payment! Single mother juggling a house on her own, working and in school full time trying to finish my degree. It's not easy but thanks to National Grid for making it that much harder. National Grid!! read more

NATIONAL GRID FUCKIN SUCKS! Some Retarded idiot come to the house and said he had to inspect the gas meters. He leaves without turning the gas back on. I call National Grid and they say they are not sure what time they could send someone out to turn the gas back on, I waited 12 hours National Grid did not give 2 shits about the mastake they made read more

HORRIBLE customer service. My bill was for $2.88 and I paid by check and they charged me $288.00. When the amount posted on my account I called right away and was told they were working on it but it would take a minimum of 6 days to fix. National Grid hired the processing center therefore if the center makes a mistake, National Grid needs to take responsibility and fix it quickly. I was told there could be negative repercussions for my account if I cancelled the check. They did not offer to: send a check, wire the money back, overnight a check or anything else. Just work on it. There is a reason people are protesting this company. I am completely disgusted. read more

Absolutely awful. They did work in front of my house and left 4 orange cones there. I've called three times to have someone come remove them over the last 2 weeks. Pure laziness. read more

Service is bad, and customer service is okay. Some of their customer serivce are very rude and have one hell of a attitude.

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. read more

On hold for 30 minutes. They put the wrong property in my name while I was on phone speaking to the rep then said they couldn't switch it back and I would have to contact the existing tenant to have it switched back. The rep hung up on me. I called back and was transferred to wrong department then had to call back again. After 2.5 hours finally got what I need addressed. If I had a choice would go to another company. read more

These people shut my gas off while I have a kid in the house. They keep giving both me and my landlord the run around with this whole issue. They are making us pay for something that's not our fault (we've had this same issue before) and refusing to turn the gas back on again as I have a 3 year old in the house. When I called customer service they bad mouthed my landlord to me as if I didn't know who she was instead of trying to help me. Then when asked to speak to the supervisor I got connected to a thousand other people and none were a supervisor. Help ! read more

I had to schedule a simple meter replacement. Given my wife has immune deficiency resulting from multiple surgeries, I repeatedly requested that the technician wear a mask. They sent two technicians, neither of whom were wearing masks, who insisted on barging past an active IV in process. After complaints from both the nurse and my wife, I finally made them wear masks and brought them around back so that they wouldn't have to go right through the room with an active IV in process. I complained to the DPU and National Grid insisted that they maintained "Covid Protocol". I feel that this is incredibly dangerous, disrespectful of our health, and clearly dishonest. There is no accountability and my wife's only alternative would be hospitalization. Oddly enough, they first tried to pretend that the meter had not been changed and I had to go read the new meter number for the DPU. I look at these reviews and they all demonstrate the same disrespectful and dishonest behavior. read more

National Grid IS a total player! They hounded me for months to make an appointment to come check some meter. When I finally got around to setting up an appointment, they told me it was a SIX HOUR WINDOW in which the technician would arrive. So I spent 6 hours on a lovely Sunday afternoon in spring waiting for them to come. No call, no one shows up, nothing. I did get a reminder call the day before but apparently I needed to give them a reminder right back? What a bunch of jerks. I'm a busy lady and don't have 6 hours to waste on my weekend waiting for these people. I hope I get a credit on my account for the inconvenience!!!! read more

I'm surprised they even have a star. I had leak they came and shut the valve and they took the meters out without telling me. Minor detail. Claiming that I need new meters because I'm doing renovations.I knew from the plumber not NG five days after the fact. The new meters needs to be installed and it could take a few months to do that because its rocket science to identify the right size. Granted where in November and i dint have heat to finish my project. Still dealing with the problem. Monopoly is never good for consumers. read more

I was transferred to Customer Service to resolve a simple problem about the date for a stop-service request. I had one date, they had another. The agent was passive-aggressive and downright mean. If I dared to comment or interject while she was speaking, she would stop talking for 15 seconds leaving me to think I'd lost the connection. I'd say, "hello...hello?" She'd say, "You were talking." The nicer I was, the ruder she got. She was a real sicko -- smart enough to humiliate people without doing anything overt. read more

Unfortunately we do not have a choice in the matter, but I have never had worse service. After sending them my license, SSN, current lease, prior lease and credit card, they said it wasn't enough information and they needed proof of a last bill. Because I had been living in corp housing, the last bill wouldn't have been helpful to them - since they wanted to start service on that date. Seriously - isn't that what the lease is for. The manager I asked to speak with asked for welcome letters from the other utility companies and I told her I never received one. Well then she told me I was lying. Now I have to send them the other bills as additional proof of move in. Seriously, no other companies had problems with starting service. National Grid is seriously the worst. read more

Yelp needs 0 stars....National Grid absolutely sucks. I tried calling to make a payment and they were no help. Horrible customer service. Need to change your policies and pay people more than $9/hr read more

Absolutely awful company to deal with. They were just incompetent regarding the closing of our account when we moved. Still got billed 3 months after calling to close they account and they refused to physically mail us the final bill for our records. Called in countless times to deal with an issue that should have then 5 minutes at the most. The physical product they deliver allowed us to live our normal lives, but the customer service of this company is truly pathetic- in our experience. read more

I purchased a condo in a new construction building. The developers spent months trying to get them to come and complete the gas connection after they refused to honor the agreed upon deadline. They had to contact the governor's office to get them to even answer a phone call. We are now 7+ months delayed because of NGRID with no clear end in sight. 100% due to their lack of professionalism and accountability. The state needs to get involved. read more

Their customer service number is turned off during business hours. I began trying to call at 1:30PM on a Wednesday. I tried four different 800 / 877 numbers from their web site, with the exception of the 'emergency gas leak' line (because my problem, while a doozy, was not an actual leak). Every number rerouted me, after fully five minutes of automated multiple-choice torture, to the same recorded message: "Please call between the hours of 8am and 5pm, Monday through Friday." Again: Wednesday, 1:30PM. I eventually did resort to calling the emergency line, because there was no other way to communicate with anyone at the utility. "Ma'am, this number is for emergencies." Gosh, YOU DON'T SAY. Fortunately, I was transferred to a live human, instead of a lying recorded message. I've worked in customer service. I try very hard to be pleasant to representatives. But when I've wasted half an hour trying to reach one through the correct channels, and then get scolded for using the only remaining option available to me because they can't be bothered to show up for work and turn the phone system on (1:30PM! On a Wednesday!) it's really beyond the pale. read more

If you can, avoid this company at all costs. Do anything else. I have been a customer on and off for several years, and when I moved, I had given them a forwarding address for my final bill. 2 months went by and nothing and they also told me the online service would no longer work since I closed my account. Then they reported me to the credit bureau who in turn threatened to contact my employer!!! Without even any attempt to send me a final bill, no e-mails, no phone call. Extremely unprofessional and screwed me over while I'm trying to buy a house. Absolute scum. Hope the owner of this craphole company sleeps well at night screwing over loyal paying customers. read more

Why is their customer service so utterly horrible? I called to arrange for a letter of credit for another utility company I currently need to get an account with and the customer service incompetence train took me for a long ride. It took four phone call until I found someone who actually knew what they were doing. Call #1: Rep said "Moves" and transferred me to the wrong department Call #2: Rep knew what I needed but thought he could email me the letter (not allowed) Call #3: Rep said National Grid cannot provide this letter and had no idea what I was asking for. She was adamant that National Grid cannot and has never issued such a letter. I asked that I speak with her manager. She put me on hold for a few minutes and then I was cut off. Call #4: Finally got a rep that verified they would send via fax today. I hope I get it. I am not confident.....fingers crossed!! read more

IF ZERO STARS WAS AN OPTION, I WOULD SELECT THAT! Horrible company, can't wait for competition to enter the market, they will be bankrupt as soon as there are other options for people, and I can't wait!! Not only is my electric bill a total ripoff, but their idea of a "payment plan" to "help" you is more of a joke than their company is! read more

Totally incompetent. No customer service, garbage website. Overcharges customers and then drags its feet repairing outages. An unreliable and untrustworthy company. This is the problems with having a monopoly. read more

Completely idiotic policy that National Grid has....I have been getting spammed with their automatic phone calls stating I needed to have my meter changed. Initially thinking it was a phishing scheme, I finally had time to respond to a live call and asked a simple question: why don't they mail a letter to the address and owner saying this? Not company policy, their answer! And what if I had changed my cell phone? That's my responsibility to notify them, their answer! read more

In January 2012, I rented out the first floor of my two family house. Knowing that i will not be providing gas to the renters, I closed my account for the first floor, thinking that the renters will open up their own account. On January 2013, I revisited national grid to open back up my account only to find out that the first floor renters had never opened up an account and the company had been providing free gas to these people! Best part is, guess who has to pay a whole year's worth of bills? Yep, me. When i decided to complain, they told me that it was "common sense" to have a guy manually close the meter. Well, isn't it "common sense" to notify me that you were providing gas to a CLOSED account? They never provided me with a clear explanation but, they kept saying they much of their policy is based on "good faith" of their customers...which doesn't make any sense. The supervisor was also rude and unforgiving. Truth is, National Grid is a money-hungry company that does not care what happens, as long as they get their money. The employee there said that they get these exact kinds of cases at least three times a day and that they have so many customers that they can't keep track of all of them. Well, National Grid, perhaps you will have some "common sense" and hire employees with at least half a brain and to obviously change your policy with higher security if you get these kinds of cases often. DON'T GO TO NATIONAL GRID. read more

Okay so I still hate National Grid with an unbridled passion. Just had to boost them up a bit because they actually let me pay with my debit card now. Either way I am still broke and I still despise them.....lmao. read more

We moved last year to a small apartment near Boston and the National Grid bills are TRIPLE compared to our house bills. They are useless to call and they don't even provide their last names? The representatives are rude and by the time you get one after being transferred several times...if you cannot hold they hang up on you! Will Massachusetts ever have state regulated electricity? National Grid is one of the biggest scams out there. File a complaint with the attorney general. read more

They have their act together. Not one problem in 20 years of service. I wish I had them now. I recently Moved NSTAR BLOWS THE BIG ONE!

Never had an issue with service until I wanted to stop. BEWARE. If you are moving - get written confirmation that they will stop service, and keep ahold of it. Otherwise, you will see a charge in your bank account a month after you move and guess what - their awful website had a glitch and they never stopped your service - you've been paying for the new occupants' heat. AND THEY WILL DO NOTHING. You can prove you moved 30 days ago, but without that confirmation, it's a too bad, so sad situation. read more

First negative review I've ever made for anything, ever, in my entire life Hands down the worst customer service I've ever experienced though.. Timeline: Sunday Night (12:30am 10/30/17..so actually really early Monday morning) - wind knocked out my block's power in Andover MA (as it did the entire area...so I get it, you're busy, your phones are ringing nonstop and a new claim is popping up every other minute). I put in a claim immediately when the outage first occurred. Noon Monday - After 12 hours of zero electricity and zero updates on their site, I figure it's time to give them a call from work during my lunch break just to see what's up... I'm quickly rushed of the phone with a "a lot of people don't have power, you're not the only one, call back in a few hours and we'll know more". So I'm pleasant and I'm like yeah I'll call back at the end of my day, no big deal, just wanted to see if you had any info. 5:30pm Monday - ya know, a good 17 hours without power or ANY communication about the fact that I'm unable to live at my house - I call back (as I was asked to do by the previous rep I talked to).. without asking for my name, address, phone number or even town the person starts the conversation with "you called before?" so I'm like "yup, I called FOUR HOURS AGO and was told to call back in a couple hours and that you'd know more by then...quickly get cut off with a "SIR, WHAT MORE YOU WANT FROM ME? WHAT INFORMATION YOU WANT FROM ME?" so I'm just caught off guard and I'm like whoa, I just want a rough estimate for when I can return to my house.. that's all.. I'm not even mad it's out, and I'm really not even mad (yet) that you haven't told me WHY it's out or WHEN it will be back... I don't even need exact answers on timing, I just need SOMETHING in terms of information. Needless to say, I get no information Tuesday (2 days without electricity) - No updates online, no calls back, nothing... until the 6pm news has some stuff about how hard everyone is working to fix the issue, everyone pats themselves on the back for being underprepared for a wind storm that took out multiple towns for days (what if there was ever an actual emergency/natural disaster? Bad news people, we'd be f'd) Wednesday - first update on National Grid's site...tells me ETA for my power being back on is 11:45 Thursday - AKA not until Friday AKA 5 full days after going down. Better yet, there's more reports that "most" of the towns that are down will be back up by midnight tonight (so only 4 days after the lights going out, hooray! more people patting themselves on the back). Funny thing is...my neighborhood doesn't fall in the "most" part of my town, so I'm still on the hook until Friday.. and the kicker.. on the outage map on their site, they show what time the outage first occurred in addition to when it'll be resolved by. My outage's start time according to National Grid?? TEN THIRTY AM ON TUESDAY?? Our claim was put in on Sunday night? To be honest, my complaint isn't that I'm getting ripped off, it isn't that the service is sub par... it's not even that the company hasn't resolved a major issue for me in a timely manner.. it's the complete lack of communication and the brutally rude attitude I was greeted with when simply seeing when I can live at my house again.. if 50mph winds are going to destroy your service for a week, the customer can never/will never be made whole again monetarily, and you won't even treat them like a human when they're just looking for a head's up on their living situation for the next WEEK...you probably should not be allowed to have a complete monopoly. I should be able to either leave (or at least threaten to leave) the company and go to a competitor in instances like this to hold any sort of leverage in the situation Today is Thursday, it's roughly 10am, my family is still displaced. Best case scenario is that we can return tomorrow night after work. I plan on heading there then anyway, but I more than likely won't receive an update from National Grid by then and I'm apparently not allowed to ask for one read more

this is a review of national grid/keyspan gas. Do commercial businesses know that you can apply for rebates on new heating/cooking/etc equipment? I own a restaurant and I never knew this. I called Mass Save and was told that it IS on their website. Oh, that's how I was supposed to know this??? What a joke!! another effort by national grid to look like they have community outreach for their customers. Terrible communications department. how do the those people get measured? by how much money they pretend to rebate? read more

I cannot believe in the year 2017, National Grid will not give me the information to cancel our account due to a move and how to obtain a final reading amount. Their excuse? The bill is in my husbands name. The reason? The account was set up 33 years ago. When we moved and transferred the account to our new address 20 years ago, I made the change to the service, I pay the monthly bill, I receive the paperless bill from them via my email address. Our on line account is registered to me. When I pointed this all out to the customer service rep, their response was, perhaps security changed since our last set up & my husband needs to call them and ad me as an authorized person on the bill. Why was I not on the bill originally? Because the original customer service rep put it in his name, because he was the man of the house and it could only be registered to one name. So happy I am moving out of the National Grid service area. read more

I hope my call to national grid for transferring gas service between tenants was recorded! It was painful that after explaining the situation several times (a gap between tenants) the rep could not advise me how up handle the situation. Over a 27 year period of working with utility companies on this property I have never seen this level of incompetence. I hope We still have gas this week. Up your game national grid. read more

The most useless Mobil app on the plant. A 2 years old can build a more useful one. I just want to make a payment, the app sends me to western union to give them my financial information. I rather walk in and give them cash. What an inconvenience a waste of time. read more

Extremely sleazy company. Talk fast and try to get you to agree to prorated rates which are inaccurate and to pay an "estimated" rate rather than for what you use. I caught rep in a lie and all she had to say was "Oh." read more

Has anyone had an issue with online "one-time payment" being submitted with confirmation window, but then payment never being made; not deducted from bank and not crediting their account? Maybe I am wrong, but I am very suspect. Unfortunately they do not provide any confirmation number, which is absurd in itself, so very difficult to track. I am very busy and don't always remember things like I should, but over the last two years, I have found that when I think payment is made, the next month I am showing no payment... If anyone has had this issue or suspects the same, please let me know I'm not crazy. read more

Shame on you National Grid. You couldn't send anyone to meet with neighbors before you replaced a 100 year old gas main in our neighborhood, disruption that will last until July 20, according to your form letters. read more

Do your self a favor and if you can get service with some one else DO SO! I talked to about 5 or more people from costumer service and it was hell of a experience. A combination of rude and lazy people. read more

I moved into a different town at the end of Jan set up with National Grid then asked for smart energy. So we move and for some reason National Grid had the wrong zip code so when I asked why they said that's where I live to shorten this I had to go to the town hall and get a letter with the town stamp to change this. I call a couple days latter to find out that they can't change it until I get a reading WHAT!!!! Ok on two the next issue. I get a letter from Smart Energy telling me that the 7th month will be free just send in the card well guess what I called to get it set up for the seventh month to find out I'm not a Smart Energy customer, why cause National Grid never told them I was declined so I ask why and they tell me cause I was not living where I moved to. No kidding really. Well how can I have service turned on if I haven't moved there yet. So mad I could spit nails. read more

Here is why: on SATURDAY - May 12 2012: - @ 10AM: We learned NG shut down our gas, because we miss couples of payment. Customer Service said we had to wait until Monday to call them back! - @10:20AM: Called Customer Service 2nd time, try to make a payment with hope that they will turn on the gas to heat hot water for our business. Customer Service lady transferred me to their auto payment system over phone to make the payment. I tried different way to enter our account number, but the system kept saying 'invalid account number'. - @10:35AM: Called Customer Service again (same lady answered my call), explained to her that the auto payment system did not recognize my account number. She told me that she did not know any thing about auto payment and that she could not help, I need to figure out or try different way to enter our account number?! - @ 10:45AM: Tried the auto payment over phone again, still the system kept saying 'invalid account number'. I logged in our account, tried to make a payment on-line, but was unable to make 'one-time' payment online, I got error message display 'please contact customer service'. Tried other online payment option, making online payment by credit card/debit card, but the system display 'invalid account number'. - @ 10:55AM: Called Customer Service again (same lady answered my call), tried to explain to her that the auto payment system didn't recognize my account number, i couldn't make payment, no matter how hard i had tried, but she told me that I need to make a payment myself and she couldn't help!!! I requested to speak to her supervisor. - @ 11AM: A supervisor called me back, I explained that our business need gas to heat hot water, and I tried to make payment to have gas service back, but their auto payment system did not recognize my account number. I suggested that let me made payment at local authorized store. She agreed that she would call me back after 20 minutes and she would arrange someone to turn the gas service back on. - @ 12:30AM: 20 minutes later, after I made payment at a local authorized store, the supervisor DID NOT call me back. I called Customer Service again, another lady told me that after speaking with the Supervisor, the service will only be back on ... MONDAY! I requested her transferred me to the supervisor, she refused and said she just spoke with the supervisor. I spent all morning tried to make a payment without any help from customer service. (This happened in 2012 not in 1912). We still didn't have gas to heat hot water. read more

I wish I could give this company negative stars. Submitting a request on the website means nothing- they will not have any recollection of it when you call in. The workers for NG really need to connect and be on the same page as each other, especially if they are in the same department. Complete and utter disconnect within the organization. It is as if they have never spoke to another person nor heard of national grid themselves. They will mess up the bill, ask you the same question numerous times despite the correct answer, etc. I need to get back to work or else I could right until the next millennium. If you can get another service, do it. read more