When asked if I could keep an eye on a neighbors home while they are away for three months by simply stating "just do to mine what you do for yours", I squeezed out an "Um, okay". Not that I don't have other pressing matters to attend to daily, let's add another, why not? The house was freezing upon my entering, thermostat holding steady at 30*, my mind went immediately to prepare for worst case scenario. Dragging space heaters, extension cords three doors down and trying to de-ice all the pipes, toilets, etc. A call to National Grid is never easy and sure enough they wanted to schedule me for Tuesday. But it was the Friday prior when I placed the call, five more days would be disasterous. What are they kidding? Fortunately, a representative from Home Serve who is contracted by National Grid to provide immediate after hour service, if you pay the money for the contract, had just arrived and helped me convince our friends to stop by and shut the gas as the smell was potent. Arriving hours later, the team of two young men went into the basement to ascertain the problem. The helper was texting away, the lead technician beating the meter up something fierce and after some additional twists and sprays to locate leaks, they claimed to have fixed the problem. Unfortunately it was not the problem as the burner would not stay lit, but they left anyway telling us to give it a little time. I can't believe I tipped them both. Back on the phone with National Grid with a heightened level of frustration brought me two other technician that made the adjustment necessary for Home Serve to work on the boiler, relight the pilot for the hot water heater, etc. I had to fight to get any tangible results from National Grid and I'll sleep better knowing they have a monopoly, so when a problem hits my home I'll have no choice but to deal with them again, again and again. Yea. read more

I called these disrespectful people asked to talk to the manger they were giving me a hard time. They said they were going to transfer me to a manger and they just Hung up on me second time I called and asked to talk to a manger they left me on the line for 10 minutes and hung up on me Third time I asked to talk to a manger the just left me on the line for 15 minutes and got hung up on I know I been just left on the line and not transferred because there was no telephone Music playing or a operator telling you to wait for the next agent read more

NEVER in my life have I ever worked with such a horrible company. I'll keep this short: I close out my account, 2019. I confirm the closure of my account, and they send me the credit(remaining balance) in the form of a check, August 2020. Now here we are, in December, and I'm sent a COLLECTIONS LETTER asking for the money back?! No email/ mail correspondence of their mistake, no bill sent to me or any of my updated addresses- NOTHING. I can't even try to get some recourse, settle for less, because they'll deny me future service (THEY'RE A MONOPOLY), and it will blow shotgun holes in my credit. All because THEY CAN'T DO BASIC MATH. I hope to god another gas company comes on the up and DISMANTLES this company. THIS IS YOUR CHANCE, ENTREPRENEURS. read more

I'm outraged. I paid someone to be at the Church for the meter reading to be held on October 31, 2019, from 8am to 12pm. No one showed. We called National Grid and was told the appointment was re-scheduled to November 19, 2019 from 12pm to 4pm. National Grid was a no-show again. Yet, we received a Non-Access Penalty on our last bill. The next alleged meter reading is supposed to be December 3, 2019, and I'm almost certain no one will appear again, and we will be fined again. I also see in this site we are not the only ones National Grid stood up! read more

It disgraceful and total incompetence!! National Grid needs to train their employees who answer the phone. Everyone I spoke with tells me something different to resolve my issue and none of them were right!! read more

So I'm writing a positive review of a utility company. Why you ask? Because I have never had an issue with them. Every month they send me a bill for a reasonable amount and I pay it. I have yet to have a single issue with them. No painful surprises no estimated readings. I pay em I get natural gas end of story. Con Ed take note. Pros + Reasonable bill + No bill shocks + Service is reliable + Envelope for payment doesn't require stamp + Setup of account was easy Con - Gas is not free read more

I have been sitting in front of my house for four whole days waiting on appointments that they couldn't make. Every time they reschedule an appointment with me it has been pushed back for about a week or so. The appointment time I was given was suppose to be anywhere from 8-1 and I called them at 1:00 asking if they can check on the status of it and I was told it's a whole day appointment and it will be anytime between the hours of 8:00am-12:00am. No gas for almost a month now. I don't live here but as a home owner it is my responsibility to have the gas turned on for my tenants. I have called off work for four days now. My grammar mistakes are because I can't gather my thoughts from being so outraged. read more

They close at 5:00pm on the DOT! # JustSaying I just want to say I came here to do a good deed and pay my bill on time. j/k lol On a serious note, the flow of things is good here. They have a great staff that most if not all try to go to great lengths to get things done for you. I had an issue with my account, and it was resolved within an hour (good enough for me!) You can pretty much get everything done here to take care of, close, open, save your meter/account here. I don't really like the long waits here during the rush time, but for some reasons Wednesdays are dead here between 9:00am and 11:30am. Go here between these times or Fridays at 4:00pm and you wont wait in line. read more

I would give ZERO star if I could!!!! So we closed on our house in queens on 12/30/2016; but the previous owner was still living there until 1/1/2017. And we have post possession agreement documenting this; and it was signed by lawyers, both buyer and seller. When I asked National Grid to change my starting service to 1/1/2017 since I did not take possession of the house until 1/1/2017; they told me I must go to the office with the agreement. Even though I have faxed, emailed, them the agreement; but they still want me to physically show up at the office with the agreement. This is 2017, and even though there is fax/email, etc. this business has every intention of making their customer life more difficult/or get more $$ from their customer. So now I have to take a day off just so I can bring the agreement to the office. After a billing cycle, we realized the gas meter was broken, not reading at all. So our first two bills were based on estimate reading. Then after our meter is fixed, we received the actual reading. For the two bills based of estimated reading, this company charged us 195 therms for total of 48 days. Daily average usage of 4.06 therm. Our actual usage after the meter has been fixed, was only 5 therms for total of 15 days; daily average usage of 0.33 therm. Please note the house has kept in the same condition, which is vacant with heat setting at 50 degree(hence the low usage). We do understand temperature varies from day to day, but the estimated reading was charging us almost 4 times more compare to the actual. We have called, emailed the company to ask them to re--review our first two bills (based on estimated readings) since they are a lot higher than our actual usage. And when we tried to explain to the customer service plus billing specialist, somehow they do not seem to understand this simple logic and refused to re-review our first two bills. And they claimed their technician who came to fix the meter was train to read a broken meter. When asked how come estimated reading was so much higher, they gave us explanation that no human can understand! Their staffs are rude, lack common sense and impossible to deal with. This company only wants your $$ and they know they can do that since they are a monopoly! I would switch company in a heart beat if I have a choice!!! 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 that 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, they can't keep track of all of them. Well, National Grid, perhaps you will have some "common sense" to hire employees with at least half a brain and to obviously change your policy with higher security if you get these kinds of cases so often. DON'T GO TO NATIONAL GRID. read more

I had to give them 1 star because there was no less option. I made an appointment to get my services installed. I was aware that they will call before coming in to install the gas and If I didn't reply too they will charge me $15. I made and appointment from 8 am-1:00 pm Cause they weren't many spots availables to choose from. I stayed home the entire time even missed work and they never showed up until 2:30 pm. After calling multiple times and all they could say was they're on their way. At the end they apologized and said they were too many gas emergencies that they needed to take care off. I understand that but at least give me some ideal time of when they going to be arriving. How come the operator didn't even know about the emergencies until they arrive to my house. No good read more

The website is extremely complicated and for no good reason. Don't even bother trying to call them. I guarantee you'll call the wrong number/location at least once, and be given another number to dial. I'm trying to give you my money, why is it so difficult? Also, it's 2016, why the heck are you using Western Union to process your credit/debit card payments. read more