National Grid is hands down the worst service I've ever dealt with in the U.S. Every time I call, the average wait time is 40 minutes. I scheduled a reconnection appointment a week in advance, and guess what? No one showed up. I called again the same day and the next available appointment was a month out--after another almost hour hold. Scheduled again, and no surprise, they no-showed again! What's the point of making an appointment if you just keep ghosting us?! National grid! Called again today, right now! I've been on call with the customer service for 2 hours and 20 minutes, as I'm writing this review, the rep still hasn't been able to get me the next appointment. National Grid makes all the money while we, regular people, get screwed over and over. If anyone knows how to file a complaint against this garbage company with the government, please let me know. Thanks. read more

National Grid - Evidence - Utilities Near Me - Malden, Massachusetts

Awful customer support and service. They promote budget billing but screw you when you close your account due to moving. Customer support misinformed me in terms of being able to do something about my large bill. I had to call and wait on hold several times and was ultimately told that I needed to pay the bill and nothing could be done. It is pure robbery. There is no consideration for families trying to afford to power and heat their homes and no relief. WORST experience ever. read more

Terrible, they left us without power at our campsites for days, DISABLED Veterans, People with disabilities, people with cpap machines. The Supervisor was arrogant, I called the Mass Department of utilities and they were useless . Called the Governor's office and never even got a call back. SHAME ON ALL OF YOU. I GUESS THE AVERAGE CONSUMER IS JUST NOT IMPORTANT. I AM NOW FILING A COMPLAINT WITH THE AMERICAN WITH DISSABILITIES DEPARTMENT ON LINE TOMORROW. read more

National Grid is a horrible company. So rude and unhelpful. I made my payment and they waited like 7 business days to take it out so it failed. I tried again a second time and the same thing happened. I tried a third time. It went through. My bank even said it was paid and the money was taken out. Then they returned the money to my bank account and said it was not able to be paid because it failed the first two times. So now they punish you and say you have to pay in person instead of online which is so inconvenient for me to go pay in person. read more

Worst customer service, cannot get in touch with anyone and forget about their online portal, what a nightmare just to pay a bill

Trying to set up new construction service (for Eastham, MA) has been a nightmare! I have spoken with so many reps, it feels like I am going round and round in a circle. One rep even told me that the email letter I received stating that my new meter service would be set within a few days, was probably an "out of date" letter. And when you call the 1-800-732-3400 number, make sure you have a good book at the ready. My first call, I was on hold for 33 minutes. Then they told me I had to call someone else, and mistakenly gave me a number for their marketing department in NY city. I am on hold again, going on 35 minutes... read more

Wish I could give it no stars, gas bill doubled in the winter. Expected some increase but not double. The websites autopay didn't work so not only did I get a 160 dollar gas bill, for a 400sqft apt, but I got a late fee applied as well. Even more annoying because i did catch it in time, just couldn't get anyone on the phone for 3 DAYS. read more

National Grid - An hour on wait after 3 days of trying. - Utilities Near Me - Malden, Massachusetts

Worst customer service, being charged twice and they are not ready to talk to me just because the account is under my wifes name. they are saying ti for security reasons, and I Cannot add myself online!!! acting as if it is a bank. Banks have way better ability to add self into accounts online. This is the worst company in the world!! read more

I am very happy to say I received great customer service from National Grid this week. There was a gas leak in our home after installation of a new gas hot water heater. I called and got MA Customer Service by mistake. That Service Rep took info and got me to the right Rep in NY. In about 30 minutes, Justin came, quickly found the leak in a loose connection and helped me open windows in cellar to air out. He also checked out other gas connections without me asking to make sure everything was good. He was expert, responsive and very nice. I'm sure there are complaints so very happy to report and great customer experience and thank Justin for doing a great job. GloriaM read more

Gas was shut off in December when the temperatures are below 30F. Why- because National grid technician changed an OUTDOOR meter and didn't bother letting me know by calling, messaging etc. What s the point of having my phone number on file... Calling for a technician to reconnect service was painful- no clear answers when the gas would be turned on. The only response: we will let you know. read more

Worst utility company. Delivery charges are insane. I wish the state would take over electricity and natural gas. National Grid is so greedy. read more

Mailed my payment for electric and gas same day I received them. They processed one but not the other. Now claiming my account is past due. Been on hold for close to an hour trying to talk to someone. No live chat, or email or any other way to get in contact with these people. read more

on hold for more than 1 1/2 hr and still no end in sight. No option to have them call back. No information about estimated time to wait. This is not acceptable. If there was another option I am sure most people would use it read more

I pray every single employee of national grid hits a telephone pole and bleeds out and slow as possible. This company is by far the worst. They'll leave you dead in the cold with no heat, electric with a child that needs electricity. These bastards have zero heart and I can only pray to god they slowly bleed out a painful death. Every single one of them. read more

One hour and 11 minutes on hold yesterday to try to resolve a problem (I started by calling the number provided on the correspondence from National Grid) only to be told they needed to transfer me to another number! Day two trying to resolve what should be a minor issue - no way to do so online - back on hold again! Ridiculous! read more

National Grid - One hour and 11 minutes on hold - problem still not resolved! - Utilities Near Me - Malden, Massachusetts

This review applies only to the crew who helped with the outage on Houston Avenue and Albion Street, in Methuen. Despite the stormy weather the men showed up late in the afternoon on December 24 and got the electricity running to the houses before our pipes froze. It was a huge job, with three trees downed and numerous power lines torn. I wish they had arrived sooner to save me a lung infection but considering the circumstances, they deserve a round of applause. Thank you! read more

Worst. Why do they need whole day gas stop for maintenance? Terrible. I am from Japan and gas companies never stop gas for a moment for maintenance. The National Grid gas maintenance is 9:30 am to 6:00 pm and require residents to stay home whole day! Are you kidding? Then they need to come into the house to check gas stove. Without checking they don't get gas back. Because they don't tell us when to come, residents need to stay whole day at home. Also they didn't take shoes off when they enter home, even I asked. So rude. RUDE. RUDE. RUDE. read more

Would give 0 stars. People at National Grid just lie and don't communicate. That's what happens when there's an energy company monopoly. My partner and I need to get the lights turned on at a commercial lease. Mind you National Grid was already being used by the previous business owner. It was Thursday. They said they have to send a tech out between 8AM-4PM the next day. The entire day goes by of sitting and waiting in an empty commercial building for them to no-show. They don't call to let you know they're not planning on coming. So we call and were hold for an over an hour. For some reason there was a negative $400 balance on our account even though it was opened 1 day prior. They said "we don't send techs out if there's a balance." So instead of notifying us, they just let us waste 9 hours of our day. We explained it's a brand new account and we've never used national grid before. So they get rid of the balance and say "okay a tech will be there between 9AM-12PM on Monday." It's now Monday. My partner was over there for 2 hours and called to confirm. They said "we don't have any trucks available today, you're on the schedule for tomorrow." So again -- they weren't going to call us to let us know?! We're very excited to waste another 8 hours tomorrow from this poor excuse of a company. read more

I wanted to report a streetlight out online. They have a map, but when I put in my address, their system didn't recognize it, even though we have an account with them. I posted a message on their facebook page, nobody answered me. A simple thing like that, and it's impossible to do. read more

I'd give no stars!!!! They're crooks and will rob u blind how tf is my bill over 300+ a month and I pay it and get a shutoff notice coming every single month even after paying the full amount !!! They need to be investigated. This is one of the worst electric companies out there. I wish I didn't have to use them for electric at all read more

Their customer service is horrible. If you have ever seen the movie "idiocracy", it reminds me of that movie. I own an apartment building and every time somebody moves in or out it takes both me and the tenant about five phone calls to get the power switched over in or out of their name. Every person I talk to has a different excuse as to why they can't make it happen. I don't understand it... I don't have these problems with Eversource , Eversource does this trouble free, but National Grid can't even switch an account over to a new tenant. Get it together NG. Plus I love there a billboard right near my house it says... We're here to help. So laughable. If you want to help how about giving your customer service team better training, more support, and not raising the rates 60% in the winter, that would help. read more

They have gone down hill within the last 5 years. can't get a hold of anyone. tried to transfer service and went online had the incorrect information then you call and wait so long to not get a response. just take the jobs and give it to people who actually work. you guys suck read more

National Grid is the top natural gas provider in Massachusetts. They give reliable service. Other than that, their customer service and the technicians they send out to "solve" issues are HORRIBLE!! Situation: We live in a two-family house. The first floor pays about $90 during the winter. The second floor pays $250 per month during the winter. We wanted to see why there was a huge disparity in cost and asked National Grid to kindly send someone to help us. THEY REFUSED. But on their bill and contract with us, it says they can send out a technician to help us whenever there was an issue. So why are they refusing to send someone? After griping, they finally agreed to send somebody. We waited all day (10am to 6pm). Finally, we called National Grid and said "Hey, your guy never showed up!" Their response? Get this: "They DID show up! You didn't have your basement open, so he left." NO phone call to let us know. NO ringing of the door bell. We told them to visit again, and next time either give us a call or ring the goddamn door bell. Instead of helping us, the technician gave us a ton of B.S. responses to our concerns. Why is the heating bill so high on the second floor? -- National Grid: "It is the top floor of the house and heat escapes through the top!" FALSE, WE HAVE A THIRD FLOOR. We set the temperature at a conservative 69 degrees during the day, and 63 degrees at night. -- National Grid: "THAT IS TOO HOT! At my own house, the temperature is set to 56 degrees in the winter." IS THIS GUY OUT OF HIS MIND? 56? DOES NATIONAL GRID WANT US TO FREEZE TO DEATH? WE TURNED OFF THE HEAT FOR AN ENTIRE WEEKEND AND THE TEMP WAS 56. HE WANTS US TO USE ZERO HEAT? Literally every excuse in the book is used by National Grid to prevent any kind of help for their loyal customers. read more

...and then they return to Roxbury again to work at night. According to dispatcher the "Emergency" call comes in at around 7p. They sit in running vehicles for about 5 hours and then start work at midnight. Jackhammers, saws and a backhoe. This is a painful cruelty inflicted on the neighborhood by a sick, incompetent utility who cannot fix the 'leak' correctly the first time. read more

National Grid, NG for short is probably one of the worst utility companies in the country. Gaffing their customers, it's all about the money. Shame on the Mass. department of utilities for letting them raise rates over 60 percent. We need to find the lawmakers who allowed this and get them out of office. I guess Massachusetts wants people to keep moving out. By the way if your supplier on your bill is Worcester green energy you can save 30 or more on an average bill by getting a different supplier. The supplier is deregulated like cell service is. read more

Avoid business with this company if at all possible. Moved out of my apartment in September at which time I notified National Grid of the move and asked to close my account. Received a bill in October that I paid assuming (incorrectly) that it was from the remained of September. When I again received a bill in November I called National Grid. At that time the representative I spoke with told me she could see where I requested the service be discontinued in September but it wasn't so she would disconnect and I needed to fill out a final bill dispute form. I completed that and then heard nothing until receiving another bill in December accompanied by automated phone calls about my bill being past due. Since calling clearly did not work previously I tried emailing the company. No resolution over a week later and am calling and emailing again today. To top it all off, when i spoke with a representative in November, she informed me that someone else opened service for the apartment in early October when they moved in. So National Grid has been billing two people for the electric service. Overall this is incredibly shady, frustrating and could soon be impacting my credit score. read more

Absolutely worst light company it took them six months of calling monthly to receive a bill and was told it was up to date than after that was straightened out they received a bill in full gave a confirmation email about it than tried to state they never got it well bank statements don't lie like this company will try my advice use any other company available these people suck read more

Currently National Grid is taking advantage of customers and going door to door on over due payments to shut off your power. Even if you have made a payment within the last 30 days they are still able to shut off your power. They will not call you, then will knock on your door and if you don't answer will shut off the power and leave a note on your door. If you are home, they WILL collect any payment for any amount, you DO NOT have to pay the full amount or even half. After that you will need to call and go on a payment plan however if you miss a single payment they will shut down power again. They will tell you payment plans are for 12 month however they WILL DO 24 MONTH PAYMENT PLANS. if you feel you are being taken advantage of you should file a complaint with the Attorney Generals office. No complain is too small, it is imperative to file a complaint even if does not come to fruition as there will be documentation of Nations Grids abuses of their customers. Also be advised they can not shut off your power if you have a small child in the house or someone seriously I'll. Know your rights and protect yourself from these giant monopoly companies. read more

I had Eversource for electric supply when I was residing in Waltham, MA. I moved to Quincy, MA, when I called to transfer my service I was told that they don't serve my new location. Instead they willingly transfer my call to National Grid. Story short, it was down hill from there. Same two bedrooms apartment, my bill went from 35% to 100%. In Waltham I used electric range and electric heating, same thing here in Quincy. Oh my goodness, only if I knew. Speaking personal, National Grid is the worst company I have ever engaged with. I am talking from customer services, reading meters, bill payments you name them. I regret it all for selling my condo in Waltham and buying in Quincy, this is a huge part of my regrets. read more

If I could give 0 starts I would. Was in Stoneham MA this pm and noticed a strong natural gas odor at the mini-mart I was parked in front off. Googled National Grid MA report a gas leak. Was taken to a webpage with a phone number. Foolishly called the #. The rep had me on the phone for 15+ minutes. All that was needed was address and day/time. She kept asking me to verify the address, my contact info, etc. Absolutely ridiculous. We're in the 21st century. What a a short text code to report an emergency/leak? So much for trying to be helpful. mrb read more

Had a concern about a tree in contact with a power line. Called and National Grid came out right away. Thank you.

Because NG is the only provider, we must put up with a type of passive bullying from them. Signing on the website usually ends with me , sounding like a crazy person, typing off an email to them ( which always gets a non-committal reply a few days later). My morning is ruined with almost any attempt to get things straightened out; every issue from ALL the wrong contact information to overpaying a bill because their website is completely unsympathetic to someone with more than a one gas and electric account. Actually that's minor compared to other issues. First, after 8 years of NG website not working properly, some NG associate, with a modicum of sense, told me that Firefox wasn't the proper browser and try Google Chrome. Bingo! This information was given to me after years of those angry emails and attempts to reach a service rep because of an inept website. With that solved, it didn't get better. Today I spent 20 minutes calling their help line that put me in a loop recording, never allowing me to speak with someone. Their billing history goes back less than 2 years- I suppose so you can't track their greedy hikes in service. I wanted to know how to get records. The 'outside' crew are MORONS unless you are lucky enough to speak with an administrator. You can do it but you'll have to contact RI Utilities, with a complaint, for that information. I had a gas line put in. It was a f***fest of wrong locations, information and quotes. I was given estimates from '0' to $38,000 to install a line. Ultimately, meter was put next to the garage door, on face of house, instead of around the corner- literally 4 feet away- which any idiot could see made sense. I look forward to the day this monopolizing company has some competition. read more

Paying one's bill with National Grid is painful at this bureaucracy! Remember when the smaller companies that were gobbled up provided excellent service! It is not because of the poor employees who answer the phones but the excessively paid bureaucrats at the top. How did states and federal government allow this? read more

I'm not exactly sure whether I am dealing with the folks here in the Malden area when I am talking to the customer service since I call the general phone number that is referred to me on the account, but like most of the other people here, they are absolutely ridiculous, atrocious, and it's ridiculous how they monopolize the Boston region. Our building has three different apartments. Our bill had been steadily increasing every month since we moved in September 2020, but it seemed normal to us for a few months because the days were getting colder; however, I travel a lot for work so I'm away for at least half a month and my roommate is gone from the apartment pretty often as well... and the bills started becoming outrageous...around the $200 mark. We figured it could be because of us so we decreased the heat...and for one month, we even completely turned off the heat just to see if it would change anything (This ended up being our most expensive bill yet!) I went downstairs to check our meter and noticed that on our bill, we were paying for the first floor's gas bill! The meters were all labeled correctly, but for some reason, someone at National Grid jumbled up all the units and we were all paying for each other's bills. I immediately called National Grid, got disconnected multiple times after going through an obstacle full of questions, I finally reached someone and described to them what was going on. They said they were going to send someone to rectify the situation and that they were going to show up between the hours of 12pm-4pm. I said that's a huge amount of time to wait for the technician, and if they could give me a call, that would be appreciated. They told me they don't call people. I said, "okay, please ring the doorbell so I know they are here then." Well, I took work off that specific day just so someone could be here. Guess what? THEY NEVER SHOWED. I called NG back and they said that the technician was there, rang the doorbell, and noone was home (reading through the other reviews...it seems like this happens more than once in a blue moon!) That was an immediate lie because my roommate and I were both home. After scheduling a second appointment with them and taking another day off just so I could be present, this technician actually gave me a phone call to alert me that they were here. They took a look at the meters and said, "the person who this was an idiot. This is such an easy thing to do and fix." He whipped out some tags and adjusted the appropriate unit to the correct meter. He told me that the bills should autocorrect itself and I shouldn't pay the bills if it hasn't been fixed. The representative on the phone also told me to not worry about paying the bill if it's not correct. Fast forward a month later, I get a door tag from NG saying that they were here for a random inspection and take a look at the meters. I give them a call, and the multiple representatives are unsure why they were at our place. I explained to them the situation I had before and inquired more about it and whether it was fixed yet. Guess what this time? They have no note or recollection of a visit or that I had any issues in the first place. By this time, I'm already very upset that I've been dealing with this problem for 3 months. I just want my bill adjusted and money back! So... anyway, they had to redo the whole process all over again. Going through the hoops of calling out of work, waiting for the new technician just to hear the same things again, and waiting to see if my bill will be adjusted. I just got my new bill and lo and behold...another problem! They NEVER sent me the correct bills for evidence, supposedly adjusted and credited my account the amount I was owed, BUT they NEVER NEVER NEVER removed the months that I was told not to pay. The credit was automatically applied to the months that I did not pay the bill (and AGAIN, they were not my bills!) and now I have to talk with this awful company yet again. Am I in the matrix? Is this a dream? Am I cursed to relive horrible experiences over and over again with National Disappointment? read more

I find it a joke how every single communication from this company turns into a guesswork to whether it's about gas or electricity (since I have both from them). Such an easy fix, but why would they care. read more

I recently was faced with discrimination when I called into pay my bill. I tried to report it to escalation team member #60184 but that was a nightmare because all she did was, downplay my complaint, try to cover it up, then hung up on me when I asked to be transferred to the automated system to pay my bill. FIND ANOTHER PROVIDER IF YOU CAN AND DON'T WANT TO HAVE THE SAME EXPERIENCE I HAD read more

Very bad experience... my gas meter has been locked by mistake. A tenant in my building was moving away and asked for his gas contract to be closed . A technician from national grid came and locked my gas meter instead the right one. 3 days without gas and so without hot water. I called 6 times for solving the issue . i Had to take one day off from work to be at home waiting for a technician who didn't come. the 3rd day a technician Ian came and reopened the gas meter. He had to access home to check and he soiled the walls with his dirty gloves. I have now to whitewashing the walls. no apologies, nothing.. read more

I have moved to the US from Russia, so, trust me, when it comes to bad experiences and poor service I have witnessed a lot. Never thought, however, that I would run into something way worse. Well, NationalGrid is a prime example! Started off with an apartment building that had a gas leak. Waited one year plus to finally have someone come over for the inspection. After the inspection I have made an appointment for a technician to install new meters. The day the appointment was scheduled he did not show up. Rescheduled the appointment another few weeks down the road - same story. No one shows up. As I was explained there was some sort of system glitch. Next available appointment was again a few weeks out. I can keep writing and writing, but there is just so much. Still have no gas, btw. read more

I mean they are a utility. But National Grid makes nearly any other organization look amazing and efficient by comparison. Like I didn't know it was possible to be worse than an ISP or DMV. And obviously since they are the only choice National Grid has worked to keep rates as high as possible, but delivering the worse quality service imaginable. Still waiting for a month for National Grid to turn back on my gas service after they shut if off by accident read more

Screwed again ,pay to much money and the first storm even with no snow , nobody out there fixing the problem ,they say high winds ,same old excuse ,I work in high winds all the time , national grid has to go along with baker read more