I have had no heat in my home for THREE MONTHS, I need a gas line installed and was promised they could do so on an emergency basis and they have been lying to me for months. Never use National Grid if you can avoid it. read more

Too bad no stars aren't an option. National grid is by far the worst company I have ever had to endure. There is no choice, and thus we get the absolute lowest quality of service possible. read more

Here with me and here for me, but charge 400 dollars a month for me to keep my 2 year old daughter warm at night during below zero weather. I have to move out now. National Grid has torn my family apart. read more

They were doing work outside my house and took off. Now there's a wire hanging down blocking my driveway

A wind storm has caused our power to be down for three days. Their "outage central" was an absolute joke and uninformative. We camped at a family's house in NH while they restored power. I called National Grid and the rep said that she could not tell if power had been restored based on our address. The only way to be able to tell is to go to the actual address. That information was useless. read more

I'm in National Grid hell today! No gas service for forty eight hours! No heat! No hot water! Was told that a service rep would be arriving to help between the hours of 7AM and 6PM. Was told that service rep would call 125 minutes before arriving and that if I missed the call he wouldn't arrive and that I'd have to start the process all over again! read more

I submitted an application July 28th to have the gas line reconnected at my home. Due to the company changing over to a new computer system, a rep r sebtative told me my application was "literally lost in a pile of paperwork" and was entered but not processed. In October they gave me a projected date of the week of December 30 to have the line installed. After numerous calls, which were not returned by supervisors, I finally reached a helpful individual who looked into it and had the datr moved up to the week of December 8. Again, numerous calls were made as this was not acceptable. A rep informed me that they were backed up and they can't guarantee a date. Finally after many more calls the line was installed the 1st week of November. I took 4 months to have a line put it. BUT, they sent the bill immediately and now a week later the bill was in my mailbox. Amazing how SOME parts of the company are efficient. Too bad they don't have any competition. read more

the worst company ever , over charging consumers, customer service is bad, their website sucks

Just moved in to my new place in Medford. Called National Grid to pay my electric bill. The customer service representative, Lauren, was extremely rude and unhelpful. She kept telling me that I did not have the right address. When I asked her how this was possible at I was giving her my address, she refused to answer. When asked to confirm that National Grid was supplying my electricity, she refused to answer. When I asked to speak to her supervisor, she said no supervisors were available. And when I asked for her last name or employee ID to bring this up with customer service in the future she refused to give me this information. It is shocking that an electric company would make it this difficult to pay them. Lauren, and National Grid as a whole, have demonstrated a disgusting amount of unprofessionalism and lack of accountability. It's somewhat comforting to see that I am not alone in this experience. I will definitely be filing a consumer report. read more

o stars for National Grid and the service they offer. Recently I have been experiencing a meter problem in my unit along with the 2nd floor unit. I have been calling and not all customer service reps offer the best service. However just recently I called and spoke to 2 supervisor named Debbie & Karen (Electricity - Massachusetts) who offered the worst management experience and customer interaction I have ever experienced. As managers they did not listen to my concern. I was mainly calling for another metering appointment, which BOTH Supervisors rigidly declined. They very rudely stated they will not be scheduling the metering appointment and i will NEED to wait until OCT6 for the next one. They cancelled the appointment the prev agent had made for me on 9/26/2015. They did not want to provide any of my account information details to me, after verifying me. And I was upset, because NG is not a membership, club, or social organization. I PAY to have this service, and I have showed good payment history within my entire business with them. I wish I had a choice for different electric company, but I don't. So wishing for a change in their managing representatives who are there to help diffuse any frustrating situations and offer knowledgeable advice so I can have this issue settled. Debbie and Karen are definitely the worst and most disgusting Supervisor I have ever spoke too. In the past I've dealt with Judy and ALICE, who sat and listened, provided me with information, details and alternatives. I'm not happy with the service of this company. And wish for improving changes to happen, because customer satisfaction should be their main priority read more

I didn't give them a rating. I will be a new customer with these guys and so far their service is pretty poor. I had an appointment schedule and never turned on due to breaker being in the on position. I totally understand. But this is our first place and new born due to come home tomorrow to a new apartment with no lights. Called them since 7am and spoke to 4 supervisors. They all stated "I'm sorry I can't get anyone out there" , now mind you this is a Thursday schedule service and I am calling Friday. Now we are going all day Friday , Saturday and Sunday with no light and a new born. It will take them days to start a service but will take them 10 mins to shut off your service with a sheriff at your door. I will start service and switch to a different company with better customer service and less hassle and cheaper. read more

I've never had a worse customer service experience in my life. Moved in my apartment on a Friday, realized on Friday night that the gas wasn't working. Of course I called National Grid and it happened to be a holiday weekend so their office didn't open until Tuesday morning. I find it to be ridiculous that they aren't open on weekends. Went all weekend without gas only to have them tell me that the earliest they could come to "have a look" was Thursday afternoon. The service representative told me that someone would call me 15 minutes before they showed up for my appointment. I confirmed this three times. Day of the appointment, I get no phone call. They claimed someone showed up and we were not home, they didn't try to call me once nor did they leave any note on the door to confirm they were there. I called them Thursday afternoon practically in tears, the representative on the phone proceeded to tell me that it was my fault and no one would come until Monday morning. He said that even though I was told someone would call 15 minutes before the appointment, sometimes no one calls and that's life. Monday finally comes around and someone shows up around 3pm. The guy who came to actually see what was wrong with my gas was very kind and professional. It took him under 2 minutes to fix the problem. I showered in freezing cold water and couldn't cook for 10 days all for someone to take 2 minutes to fix my gas. Literally two minutes. I hate national grid with every cell of my being. I hate national grid more than Donald Trump hates fake news. They are the worst company to work with and have the worst customer service, unfortunately if you live in Massachusetts you have to deal with them if you want gas. read more

I had recently moved into a new apartment three months before, and was receiving bills from National Grid...as I had switched over my mail from one city to the other...so I assumed no problems...BOY WAS I WRONG...Evidently, the prior occupent to me had received a letter from NG, warning him to activate his service by a certain date or face turn-off. Little did I know, it was going to be me, that faced this problem. The worst part of this, was I live on the third and top floor, I'm 52 and not in the best of condition and the day they chose to turn the power off, the temperature was 97 degrees and we were in the midst of severe thunderstorms....so I was in the dark, and it was about 150 in my apartment...but that's okay...I still had my cell, in calling NG, I got nowhere, as a matter of fact, they told me that they would turn my power on 5 days later....When I told them that I'm not sure if I could physically make it, they were nice enough to tell me that I should seek medical help. Are you kidding me????@@@@@???? read more

Come on guys, work with us! They get one star for actually providing me gas and electric. Otherwise, a big fat ZERO. Really need to get with the times and combine gas and electric bills like Verizon does for customers who have wireless and FIOS: "One Bill". Please step up to today and become more e-friendly. Your customers want to pay you, why not let them do so easily ?!! read more

By far the worst customer service ever. No call when arrived, so they figured since no ones here lets just leave. At least give a courtesy call so that we can notify the landlord. Been out of electricity for almost a week. I guess the blatant fools don't care if there are kids in the house. Especially a 3 month old infant. I would give national grid a bunch of negative stars if I can. Don't deal with them. Thinking about choosing an alternative source of electricity. read more

They are horrible. I've never encountered more unprofessional, rude people in my life. I was going to move into a new place last month and so I set up a budget for gas through the company. However, I ended up not moving into the new place. I never even stepped foot into the place, never mind turning the gas on. I called NG right away and they told me it was canceled. They provided me with a confirmation number and I had the representative's name. Naturally, I just received a bill. I called the Billing Dept and after explaining everything, they rudely told me I was in the wrong place and they transferred me to Customer Service. I spoke with a woman, who identified herself as "Miss Baker." After taking all of my identifying information, I told her what the problem was. It was quarter of 8 in the morning. I was calm. I wasn't upset (irritated, yes, but nonetheless calm!). As I began to ask her a question, she abruptly cut me off and kept repeating my first name like I was a child, I guess her way of getting me not to ask a question just so she could talk. She put me on hold and came back on and said, "It's canceled." I'm sorry, but I asked, "Are you sure? Only because I was told this before?" and real rude she said, "Well maybe the first person just didn't do it!" Ummmm...yeah, I kind of figured that since I'm still being billed. She said it like it was a good excuse...hmmm...maybe they just didn't do it. Okay. So then I said, "Can I please have the confirmation number?" She quickly said, "No. Don't have one. I'm Baker...B-A-K-E-R" and spelled it out like I was stupid. I asked for her supervisor and when transferred, I explained the situation and the supervisor at least apologized for "B-A-K-E-R-'s" rudeness. Anyway, I have encountered the same type of treatment whenever I call there. Like someone else said, we don't really have a choice with our electric/gas company, so I guess that's a green light for them to say whatever they want, however they want. read more

If I could have gave no stars I would have! Our family moved and transferred our services on Nov 20th. We live in MA. The young lady told me that someone would come out and read our meter at the new place on Nov 3oth but the gas will be on since we live in a apartment complex. On Nov 28th our gas meter was locked. I called and National grid rep said that no lock was on the meter. The compex maintaneance crew verified that it was indeed locked. I called back and spoke with a nice young man and he stated that we were scheduled to be unlocked on Nov 3oth due to the previous tenant issues. So now 2 days without heat or hot water. I called back on Nov 30th and spoke with Barbara, she was extremely rude and got into a shouting match with our leasing consultant. She stated that the tech came out and no one was home. She stated that he rung the door bell, called my cell, left a card and a note. I told her that I was home, no one came and how could he ring my door bell if he could not access the building. There was no way he was there. He did not go to the leasing office as stated on my order in the event that I was not there. She stated that she could get someone to our home on Monday Dec 4th because she still does not see where the meter was locked. I ask for a supervisor. I spoke with Jessica who then told me that she would get someone to come Saturday. I called back this morning (Friday Dec 1st) to try to speak with another supervisor, I was told by Angelique that no sup came in until 8am and they don't do Saturday appointments so she does not know why I was told that. I called back and spoke with Erin, the first nice person in a couple of days who tried to get the order pushed through so we could get service today. As of yet no technician. I called back to check the status and was told that the tech was in the area and it should not be long. After a couple of hours I called back to check the status and was told that my appt was for Saturday and not today. The online chet rep Jillian was just as rude! I am frustrated and I wish there was another gas company I could use. I have been without heat or hot water since Tuesday. Who ever the managers are at this company needs their whole ass whip!!!!! read more

Since I have been out of state for the past 10 years, the first dealing I had with NG (No Good) was the other day, when I moved into an over-55 apartment. I was transferred a total of 5 times, because "this dept doesn't handle your area." Finally I asked to speak to a manager. "They're busy talking to other customers. (I wonder why?)" I gave up because I thought I was having a nightmare, and started in fresh early the next day. Same thing: transfer, transfer, transfer. I asked for a manager again. All busy. Finally, I got another unfriendly voice who said, "I can help you with that." He gets my info & says he has to put me on hold. Then Mrs. Borman comes on. Are you a manager, I ask? No. I ask her where is the guy I was just speaking to? No answer. I give her my info. She asks for my social security number. I ask why. She says they need it from new cusomers. I give it to her. She puts me on hold, comes back and says my Experian credit report is frozen. I say there are two other credit reporting agencies. No rational explanation. She says I need to unfreeze my Experian credit report. I say NO, I want to speak to a manager. She says; "I can take your number & have them call you back." I hang up. Manager never calls back. Worst, most unfriendly, rudest, incompetent company I have ever dealt with. All I wanted to do was switch from the property management co. to my name. Unbelievably incompetent. read more