Bad customer service. Very tough to contact. Long wait times. Then they hang up on you - even if you're reporting something dangerous. *If it's an emergency, call 911. read more

Extremely dissatisfied with National Grid. Service was interrupted for several days, and after moving out, I continue to receive bills. Despite calling and emailing multiple times, my account has not been closed and nothing has been done to resolve the issue. Very frustrating experience. read more

I'd give them 0 stars if I could because of terrible customer service. Been trying for weeks to cancel my mom's auto payments online and by phone. Online experience is a nightmare and Chat super sucks. I'm sure I'm not the only one. read more

I'm pleased to report that after being very concerned that I would receive terrible service I was, in fact, pleasantly surprised. I had a gas pipe that was damaged and needed to be replaced immediately. The gas had to be cut off until the repair was made. The person who disconnected the gas, Harun, was professional and empathetic. Once the gas was turned off, I had to stay on top of the dispatch system to be sure I could get someone here asap to handle the repair and in less than 48 hours, I had two techs here, Larry and Leshawn, and they did an excellent job. They were efficient, neat and professional. What a relief! read more

This 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. 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

Worst customer service ever!!! The representative I spoke to was so rude, she was asking me to wait while discussing some lunch menu with her colleagues?!!! She probably didn't put me on mute and discussing how they all hate customers?!!! What? Miserable people honestly. They made our appointment from 8am to midnight.... Who does that?? So pissed. read more

Finally... Today was supposed to be the day of my appointment to get the gas turned on at my apartment and I was as excited as a gal could possibly be! I never knew that the idea of simply having access to heat in my apartment would seem like such a luxury. Hot showers, hot meals...It seemed like it had been forever! I had had to rely on bucket baths, dry shampoo, cold Chef Boyardee, and granola bars for the past 3 weeks when it came to hygiene and nutritional needs. Now, finally, I would be experiencing the wonders of warmth and cooked food again! Well, except, the gas man didn't come again. Well, not within the 6 hour window I was given anyway at least. I was explicitly told that he would arrive at my place between noon - 6 p.m., and not only did he most certainly not, but this was not even the first time this whole scenario even happened! You see, I couldn't even get an appointment for someone to just simply come over and turn on my gas until a week later than my call. Which might not sound too entirely bad, except that that was for my second time scheduling an appointment with them. Yeah, two appointments scheduled. Two times I was home during the window of time I was given and did not receive service. So, sadly, none of the previous reviews of this place are exaggerations at all; the service is THAT BAD or maybe even worse. This place might be the most worthless, inefficient business on the entire planet and I am appalled that they can get away with treating people the way they do (which they can, unfortunately, because this is the only place I know of I can get gas from in this area). Actually, scratch that...I'm actually not sure if I even can get the gas turned on from this company either with how many weeks that have gone by since I initially tried to get them to come over and still do not have gas today! But, ya know, in the end It is actually pretty great to have no heat whatsoever during a blizzard and the aftermath. No gas/working heat source means that I have been shivering off tons of stubborn holiday pudge just by existing in my own home (Score! Sticking with those "lose weight" New Year's Resolutions without even trying)! It has also helped me learn how to make better indoor personal igloos/fort tents made out of thick blankets. So, maybe your absolute inadequacy and ineptness is making me more resilient and getting my beach body ready long before I could even imagine thinking about summer? Thanks, National Grid! I'll (maybe) see you on Thursday sometime between 8:00 a.m. and midnight! Can't wait to wait all day to see if you'll show! read more

Terrible customer service and billing system. I entered meter reads every month but none of them gets shown on my bill. I called but I always get rude customer service representatives. What is wrong with that department? I really hope there is another competitor company that I can go with and stay away from this gas company but that is not possible. We should really protest against their system. read more

Turned off my gas for no reason. When calling customer service they offered no reason or apology. Made an appointment 3 days later from 2pm to midnight and no one called or showed up. Elephant shit is better than this company read more

The review is not for this particular location, but for the company itself. I have called three seperate times trying to start a new service. They could keep telling me my apartment does not exist. When I asked to speak with a supervisor I was connected to a number that was out of service, now I physically have to go to a location just to prove my address exsists. read more

Gino's Pizza in Elmhurst, Queens has been unfairly punished by National Grid for remodeling its 47 year old mom and pop shop. The pizzeria, a favorite with locals, has been closed for approximately 8 weeks while attempting to have their gas line re-established. For a mom and pop shop, considering the high rents of a store, to be down for 2 months while jostling with a corporate giant is catastrophic. Is a store owner to hire an expensive lawyer to fight against a cadre of lawyers of a corporate giant? It can't be done, and National Grid knows this. Therefore we need the government to protect us from the malice and greed of such a large corporation. National Grid is a private monopoly that is attempting to leverage their position for a new pipeline by, ludicrously, having businesses that they harm lobby for the new pipeline. In the meantime, while politics go on, National Grid is failing our communities. I suggest that National Grid be made into a public energy supplier rather than a private entity that seeks maximum profits. read more

Just a garbage company in general. How unprofessional can you get? I had to take a sick day at work, and then they told me they can show up from 8 AM to midnight. A joke of a company they seriously need to lay off some people. And its obvious they don't actually care about their Yelp ratings, at it keeps going down read more

I've always had trouble with national grid like everyone else, but I am completely shocked at how incompetent they are. I moved in July to a new apartment and switched my account over, and was told by the rep I owe nothing on the old apartment and am good to go. They mistakenly billed me 40 dollars and kept sending it to my old address so I never saw it. It went into collections and I just found out from the person living at my old address, who finally found me on facebook. I called Nat grid and they said - Our mistake, we apologize, you dont have to pay that as your account is settled. So this may now affect my credit because they screwed up. read more

Overbilled me after moving out. Continued overbilling me after I canceled service through customer service. I learned about this after they turned it over to collections. Thanks for nothing. 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

The most horrible experience ever! We moved in two weeks ago and still out of the gas and all because they were "processing" our request the entire time. Now we've got an appointment with the technician a week from now, which makes it THREE WEEKS WITH NO GAS. Oh also if you're not home within the 5 hour frame or don't pick up your phone after a second time, they charge your account. Like seriously.. 86 National Grid. read more

THIS IS THE WORST COMPANY I HAVE EVER EXPERIENCED. This company needs to be shut down or investigated. They will leave you without heat for weeks and do not care. I created a Yelp account just to write this review. We were left 2 weeks without heat or gas in New York in November. I feel so bad for the people who will lose gas this winter in New York and have to go through National Grid. This should be illegal. I saw National Grid turn away a young girl who said her mom is at home with a young baby. It was so cold out. They told her she needs to bring a lease. It was Wednesday, the day before thanksgiving, and they would not be open until Monday, and then it will take another 5 days to maybe get an appointment to get your gas turned on only if you constantly call and harass them. That girl was probably home with her mom and a baby for another 2 weeks without heat. She didn't know that she should fight National Grid, get angry at them and ask to speak to a manager, but she just left and who knows how cold her apartment was. THIS IS THE WORST COMPANY I HAVE EVER EXPERIENCED. My advice to anyone dealing with National Grid is to ask to speak with a manager as soon as you have a "problem". Call them every day. They will mislead you about the time it takes to get the gas turned on. It will take a minimum of 5 days for them to send someone to turn on the gas. 5 days after they "receive" your lease. they will tell you it takes 3 days to process the fax of your lease. They will only accept a fax of your lease or you have to bring it in person. They are only open 9-5 and god forbid you have to work full time. Then they might "lose" the fax. Then they will make an appointment for 5 days later for someone to come to the apartment. MAYBE. By the time someone gets there it will be 2 weeks since you tried to get your gas turned on. God forbid it is winter in New York. Go down in person to the office if you can. They are only open 9-5 Monday-Friday so you will have to take off work just to get your gas turned on. There is something wrong with this company, some sort of inefficiency or incompetence going on behind the scenes that customers do not know about. And they will blame you for it. They will get mad at you for it. They will turn you away and tell you it is your fault. They will have a million reasons that blame you. Don't listen to them. They are lying. They are misleading you. They know there is something wrong going on behind the scenes, that they keep having the same problems over and over again. But they can not admit it. Probably the way the company is set up. Keep speaking with the managers. Get mad at them. Call 311 and tell them you do not have heat. They turn away countless people. I believe the law is that it is illegal for them to let you go more than 5 days without gas. Also it is illegal to not have heat from November to February in New York. I don't know if this applies to National Grid or your landlord but something is very wrong here. Like all the other people here mentioned, we finally got an appointment for someone to come turn on the gas 2 weeks after first contacting National Grid. Like everyone else the appointment was 8am-12am, all day, meaning someone at the apartment has to wait all day for a National Grid technician to come turn on the gas. They do not know when the person will come. Like everyone else, the technician never came. We got a phone call at 10pm, after waiting all day, after spending 2 weeks dealing with National Grid, saying he can't make it. They finally came the next day at 11am on November 29th. 2 weeks after we initially called to turn on the gas. THIS IS THE WORST COMPANY I HAVE EVER EXPERIENCED. This company needs to be shut down or investigated. They will leave you without heat for weeks and do not care. This should be illegal. Every review on this Yelp page is a 1. They do not allow people to comment on their twitter page. I can't imagine how many more countless other people have had problems with National Grid. read more

For what we pay national grid, they better step the fuck up and get this electricity back up and running. We pay them immediate fixture level pay, not 2-3 hour wait time pay. If they don't get their shit together they should lower their Fucking prices read more

Hands down the worst company (even worse than comcast) I have ever dealt with. The customer service reps couldn't have been any more unprofessional, I was lied to when setting up my service, their website operates like it's 1995 and I've spent HOURS getting my gas service turned on. For a service that costs me $17 a month (if that) you are by far the most infuriating group of individuals I have ever dealt with. I don't want to have to interact with you. I just want my gas to be on and to pay my bill. You have made that INCREDIBLY difficult and if I had a choice of service provider, I would have gone to your competitor after the 2nd (of 6) phone calls. You win the award for raising my blood pressure consistently while also lowering my IQ one notch each time I speak with you. read more

I havent even started service yet, and my 2 customer service interactions have been terrible. On top of their poor and inpersonal treatment, they have been sure to threaten me at every turn that i will be charged $40 if i miss their phone call or visit, between the hours of 10am and 6pm. I took a day off work to ensure i was here. It is now 430pm and i have not heard from them. I was treated like an incompenent fool when i called to double check my appointment. I have no other options, and look forward to another unavoidable abusive corperate relationship. read more

We had a problem with National Grid. They sent the rudest guy they could find to come into our home and work on the gas. My husband was fit to be tied. When you call them the recorded message says,"unparalleled service." I think not. Just more bad service. The guy starts touching things the minute he enters the kitchen. My husband had to tell him not to touch our stuff. Just rude and unnecessary. Then he couldn't get the stove to light and had all the burners blasting and the apartment reeks of gas now. We had to open the windows. Why does a service call have to be like this? 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

We moved and could not get an appointment to turn on the gas for 5 days. Though in April it was cold, we could not cook, no heat, no shower. Hopefully they will turn on the gas today but reading the other comments it looks like they do not always show up. The way the call centers handles calls is atrocious, I got hung up on for no reason. This company is a disgrace and if it did not have a monopoly it would have gone out of business long ago. read more

Praying to the yelp gods to send my technician. Good luck to y'all!

This review is not for this particular location but National Grid in general and if I can give a review in negatives I definitely would. I called 2 days before moving into my new apartment to activate service. First, a rude representative made a big deal out of nothing, so I called them back again and I was requested to send my lease with id. I do that and no one calls me, so after waiting few days, I call them myself and then they say earliest that someone can come to activate service is in 5 days. Having no option left, I opt to go with that date. Today is that date and I've been waiting since morning for someone to come. When I called at 4pm, I am told time is all day which means till midnight. Like, seriously! It's 830pm and no clue whether someone will come or not. Really frustrating. If there was another gas company option for Brooklyn, I would definitely go with them. Just hoping someone actually comes today! After waiting all day, at 930pm I am getting a call that they are not going to come! This is just ridiculous. Now, they are saying they will come between 8am-11am tomorrow, which I doubt it! read more

If I could give zero stars, I would. I've tried now THREE TIMES to get the gas turned on in my apartment. Each time I call, I'm told the next available appointment isn't for another week. Both times I had appointments, no one showed up. When I called to question that, they said someone tried to call me twice...both times. I am now going on week number 3 of having no gas in my apartment. My appointment is on Friday in the morning....we'll see if they actually show up. I have no idea what I'm going to do if they don't. read more

I have been called for making many appointments for turning on my gas meter , nobody came at one time,no bell rang no phone call. And every time when I tried to call customer service, they all acted like oh idk what was going on out of there and just let me call back next working day with extremely rude attitude and toner. It is ridiculous and unacceptable! read more

The worst company I have ever dealt with, first I made an appointment to have electronic readers installed on the meters. They were suppose to come between 8am and 12pm I waited untill 11:50am and called only to be told that they cancelled the job and they never informed me. I also had a new tenant move in who has two small children and they were suppose to unlock the meter so they had gas to cook with and that didn't happen. I was then told that they work untill 11pm and they would be there later in the day, it is now 10pm and no one has shown yet and the officers are closed. My tenant was told they would have to wait a week before someone could come to unlock the meter, when I raised hell they moved it up to two days and again between 8am and 12pm, we will see. If National Grid pays their employees more then minimum wages it is way too much. I only wish we had some other choices of companies but we are stuck with these idiots and this what we have to deal with. read more

This company is unbelievable. I would actually say most people working for them have no soul. First of all in November they came and shut off our gas due to their own mistake. I had to plead with three different people to come turn the gas on in a reasonable time frame. Now, in February when it's freezing, I get a bill (first bill I was sent in about 2 months) saying they will be shutting off my gas next Thursday. So I go online immediately and make a payment. Then I call to make sure they don't come shut off my gas and the lady says my payment is pending, and until it goes through they still are scheduled to shut off the gas. I say I have a 2 month old baby and they are going to shut off our heat when I ACTUALLY MADE THE PAYMENT??? She says (quite rudely) "What method did you use to pay?" "Online," I say. "Oh well why did you do that? Online payments take 5 days." WHAT???? "Ok," I say, "that puts us past Thursday so you're still going to shut off the gas?" "Yes." I ask her what the solution is and she says I can make an additional payment by phone (great so I can pay double what i owe???) or I can PAY for an extension. I reiterate that I have A TWO MONTH OLD BABY AND IT IS WINTER and please offer me a reasonable solution. "I just gave you a solution, sir" was the rude response. This company is utterly unbelievable and everyone who works for them has no soul. read more