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National Grid (Headquarters) Reviews (12)

Miss classification of rate tiers and significant overchargingIn January 2013 we had our home heating upgraded to natural gas. Since then our bill has always been high, but having never been on gas we simply accepted this and tried our best to manage the large bills. Since install we have had countless issues with National Grid being unable to meet the gas service supply, and have made many calls asking for assistance. We have had on at least three occasions had National Grid employees at my home to try to diagnose why our heating system was not operating properly due to gas supply issues. We have even upgraded our service line and added a new meter to support future expansion.I have recently made aware that National Grid reviewed my usage and discovered we are using gas as a heating source. In contact with the call center to understand how this was possible, I have been told simply "It is your responsibility to notify you are using gas for heating". This is completely ridiculous, as mentioned - National Grid was completely aware we were using gas for heating. My family has struggled to pay heating bills that were grossly overcharged for the last few years, and National Grid seems prepared to hide behind a a blanket policy saying "tough luck". It is not acceptable.Desired SettlementGiven that National Grid was aware we were using gas as a heating source, we expect to be refunded for the difference in billing rates going back to January 2013. My rough math shows we have paid over [redacted] in that time, and it seems quite likely we were being charged 2-3x more than we should have been. As such, I request that National Grid reanalyze our prior bills and apply the correct Heating rate and refund that amount, which would likely be in the order of X-XXXX dollars.Business Response Dear [redacted],Your complaint has been reviewed and investigated. There is a record that heating equipment was ordered in November 2012 but the company did not receive notification from you or the plumber after installation to change to the heating rate. Additionally, the company includes a bill insert annually in June asking customers to check their rate.It was found that we received a poor pressure complaint in January 2014. At that point we should have changed your rate to the heating rate R3. Based on the poor pressure call, we have canceled charges back to the 12/12/2013 reading, changed the rate to R3 and rebilled your account on a month by month basis to the current read obtained on 10/08/2015. You currently have a credit balance of [redacted]Regards,National GridConsumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Thank you for your reply. I appreciate you trying to make things right. One area I am still very much confused is in how my bill is calculated. Could someone reach out to me to explain? In reviewing a bill detail in March of 2014, I find the following information (I have X'd out my meter number):CURRENT BILL ITEMIZED In 32 days you used [redacted] therms 03/12/2014 reading ACTUAL XXXX XX/08/2014 reading ACTUAL [redacted] CCF Used for METER# XXXXXXXXX XXX Thermal Factor [redacted] Total therms used [redacted] Your Cost is determined as follows: Minimum Charge [redacted] $ [redacted] per day for 32 daysFirst [redacted] therms @ $.XXXX XX.20 Next [redacted] @ $.XXXX XX.32 Distribution Adjustment: 208 therms x 0.XXXXX per therm [redacted] GAS DELIVERY CHARGE [redacted] GAS SUPPLY CHARGE @ .XXXXX /therm [redacted] TOTAL CURRENT CHARGES [redacted]When looking at the Rate Classification chart in the letter that arrived last week, it says the following charges are not part of the rate chart:These rates exclude the Cost of Gas Adjust Charge, Local Distribution Adjustment Charge, Revenue Decouple Adjustment Charge and Sales TaxCan someone in plain english explain where the difference in the the Heating vs Non-Heating rates affect my bill? I would like to do the math myself, but do not see how that is possible. Thanks.

I was told to have my daughters doctor fax in a form concerning my daughters condition, stating that I have to have my electric on, for her trements.my electric was turned off 6/25/2015, they said that they put a red flag on my account cause the doctor had faxed over paper work explaining my daughters need for the electric to be on. She has to take breathing treatments. They said they received it, and that they would restore my electricity back on. I waited all day on the 25th of June. I called back the next day to find out what was going on. They then stated to me that they never received any fax. They've been giving me the run around ever since 6/25/2015. I ask to speak to a supervisor the representative told me he won't have her to call me back, I never received a call. The next representative told me that it takes 48hrs for a supervisor to call me back. I called back again and explained my situation to another representative, I told her that I've done everything that was asked of me, and I need my electric restored. She told me to take my daughter to the emergency room and let them treat her. This was so very rude and unprofessional. I even called national grid with the doctors office on the phone,and she explained to them that she faxed the paper work to them twice, one said they received it, and another said they never received it. I've been getting the run around. I know that they record all calls, and I would like for them to listen to those calls and see how rude they were to me. My electric is still off, and I'm trying to get some kind of resolution for this matter.Desired SettlementFor my electricity to be restored. My baby has to have her breathing treatments and I need my electric on in order to give her treatments.Business Response Re: [redacted]Case: XXXXXXDear [redacted]:This letter is in response to case ID #XXXXXX filed with the Revdex.com, Inc by [redacted] in regards to his interruption of service on 6/25/15. Mr. [redacted] requested service at [redacted] XXXXX into his name effective August 29, 2014. As the bills issued remained unpaid. (Only 3 payments were made since account activation.) Mr. [redacted] account fell into collections. As a result the service was disconnected for non-payment on 6/25/15. I want to express that National Grid wants to keep active service to all customers and wants to avoid disconnecting service to a home. In an attempt to prevent disconnection of service, multiple notifications and payment agreements are offered prior to such steps. Mr. [redacted] was sent disconnect notices monthly, offered multiple payment agreements that were refused and not completed. Mr. [redacted] was also advised that if a medical emergency existed in the home his physician would need to complete the necessary medical forms and return the completed documentation. On June 30th 2015 the required medical documentation was received and the service was restored. We have suspended collection activity until 7/30/15. Mr. [redacted] will need to make arrangements to stop any further collection activity that could result again in interruption of service. Sincerely, National Grid [redacted] & [redacted]

After checking on my yearly credit report. I found out that National Grid was reporting that my old account was paid in full but was a collection account?!. I immediately disputed this information. but they did not remove it. so I contacted the [redacted] collection company that was reporting this information and they proceeded to tell me what had happened. I told them that I did not receive the finally bill till January and paid it then. they said for me to contact national grid. tell them what happened and to send a removal letter before they could remove it as I am trying to purchase a house and this information is stopping the process. So I called National grid spoke to a supervisor [redacted] and she said " It's not our problem if you didn't get the final bill in time. you have one month to pay after closing account. not our problem if the post office did not forward you mail. and we do not have to send you any information about sending it to collection. No our problem!" I explained to her that this was paid in full and should not have go to collections. I told her who I had spoke to at the collection agency and she said No. I don't care we are not send a letter to anyone. I explained that I was trying to buy a house and that this information was hurting me and I should not have go to collections and I want it removed immediately. she proceeded to laugh and said. NO! I said what was the point National grid got paid in full, I told her that I had the postal information to prove I did not receive the forwarding mail. and that I was not properly notified and She continued to say Not my problem. If I hadn't checked my credit reports I would have never known. this is unfair business practice and not fair to consumers. I'm trying to purchase a house I can't because national grid is reporting a paid /collection account. they got paid in full and I get screwed and can't buy a house because of mail not forwarding properly??WRONG!Desired SettlementI want the information removed from all credit reporting agencies. It should have never ever been reported in the first place.!!Business Response Dear Ms. [redacted],Our Finals Department has contacted [redacted] Inc. and has asked them to retract the credit reporting on your account. [redacted] Inc. is mailing the letter to the [redacted] address.Regards,National GridConsumer Response (The consumer indicated he/she ACCEPTED the response from the business.)

National Grid hasn't updated my building address into National Grid. I been trying to get this resolve for past 8 months. I spoke with 5-6 different rep every time I call National grid and explain them to get this update. I even spoke with the Manager Mr. [redacted] and he stated he will get my service address updated in National Grid system as he did this twice but yet it hasn't update. I then finally went to the National Grid office and submitted my Deeds and they said they will send field engineer to verify and once the engineer came onsite, I asked the engineer and he stated that my address will get update. It's about 8 months now that My address still haven't updated. I spent hours every time I call national gird to explain but they are giving me different answer every time I call. How difficult is it to update correct address into their systems. They even verified with Building department that I have the correct building address.Desired SettlementAll I want is National Grid to have my building address updated into their Systems and not user some Fake Address which address doesn't exist.Business Response Mr [redacted] has gone to the NYS Public Service Commision and he has been in contact with Mrs [redacted] from National Grid. Mrs [redacted] has requested the [redacted] be added to the National Grid database. Once the street is added his address will be changed. The change should be completed by the end of the month.

Account unnecessarily sent to collection agencyLast year I e-mailed National Grid to inform them that I had sold the property located in [redacted], Massachusetts and requested that they close the account. So I was surprised when, earlier this year, I received a notice from a collection agency stating that they had been tasked with collecting $6.50 from me for the last months bill on that property. I contacted National Grid to ask why this had been sent to a collection agency and their representative told me they had mailed me the final bill numerous times and received no response. I explained that I had no record of this final bill and I asked where they sent it to. She told me it had been mailed to aforementioned property in [redacted], Massachusetts. When I asked her why they would send the bill to a property that I no longer owned she told me it was because National Grid "was not made aware that the account was to be closed until the new owners contacted us to start service". There are two problems I have with this explanation. The first is that if National Grid was aware that there were new owners of the house then they knew I did not live there so why would they try to send me mail there? The second problem is that I have a copy of the e-mail sent to them proving that I did make them aware that the account needed to be closed. The representative said she had no record of that e-mail but she told me that if I forwarded the original to them they would fix their mistake. I asked if I needed to add anything to the new e-mail to explain why I was re-sending it and she said no. She said that she would document everything in the ticket and that whichever person at National Grid received my e-mail they would know to correct the error and pull the bill back from collections. So I thanked her for her time and sent the email. That was on February 25, 2015. The next day I received an e-mail from a [redacted] apologizing for taking so long to respond and informing me that the account has been closed and what the final balance owed was. It was clear from [redacted] wording that he thought I was re-sending the e-mail because I didn't get a response last year when I originally sent it. He seemed to have no knowledge of my recent call the day before and for which I was told he would automatically know about. I wrote back thanking him for his time and explaining that my e-mail had been sent at National Grid's request as proof that they had been made aware of the situation last year. I then asked [redacted] that since I had now fulfilled that requirement to please make arrangements to take this charge back from collections and notify me so that I could pay National Grid the amount owed as agreed. In response to this I received the following e-mail from a [redacted] that read: "Upon review of the above referenced account, it does not appear that you had subscribed to Paperless/Electronic Billing. Bills are mailed to customers unless they specifically choose the Paperless Electronic Billing method. I have attached a copy of your final bill for your records." First of all none of this has to do with electronic billing. Either because of my e-mail or because the new customers contacted them National Grid knew I was not at the address to which they were mailing the final bill. But they continued trying to send the final bill there anyways. Secondly, an agreement was made with their representative that if I re-sent them the e-mail from last year they would fix this. They have not done so and instead have now sent me two unrelated responses. Third, [redacted] says I am not permitted to receive electronic bills but then she attaches an electronic copy of the bill to her response thereby contradicting her own statement. I'm very much interested in settling my $6.50 debt with National Grid but I would strongly ask that they take the charges back from the collection agency as they promised first. Thank you for your time.Desired SettlementI would request that National Grid take this account back from the collection agency as agreed. Thank you.Business Response Dear Mr. [redacted],The account has been removed from the collection agency as agreed.Sincerely,National GridConsumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Thank you. A payment in the amount owed is on it's way to National Grid

Terrible costumer service, this company has absolutely NO regard for their customers at all. They take absolutely NO responsibility for their faults. This company has to be the most crooked company I have ever had to deal with in my life. When a National Grid tech mixes up meter information upon submitting it into their systems be prepared to suffer the consequences! Or learn from me and have them come out and MAKE SURE you are being charged for the right meter!!!!!!

Overcharging of kWh issues. Apartment is small and in no way using what is in this bill. The apartment is small and in no way is the electricity usage accurate. We use only 2 small heaters to heat our home, one refrigerator and a microwave. This has been going on for two years with National Grid. My neighbors apartment uses much more than we do and spends only up to one hundred a month. Either the meter is old and faulty or someone has been stealing our electricity. It seems also the usage rate went way up in February when we were actually using less than the previous year.Desired SettlementRefund/ Replacement of MeterBusiness Response Dear Ms. [redacted],Please find below the bill analysis for you account for the past three years. The analysis indicates your usage for the past heating season has decreased from the previous years as you indicated. The rate per kWh has increased from 11.7cents April 2014to 14.5 cents April 2015. As a precision we will be testing your meter to verify that it is recording accurately. Once tested the results you will be receiving the results of the test. If you have any questions or need additional information regarding energy efficiency please call Customer Service at X-XXX-XXX-XXXX available Monday-Friday, 7:00am-5:00pm or, for your convenience, visit us at www.nationalgridus.com.Sincerely,National GridRelative Month Days Total Amount($) Usage/Day TOT KWH15-Apr 30 [redacted] 106 319015-Mar 28 [redacted] 141 394815-Feb 32 [redacted] 140 448315-Jan 31 [redacted] 103 320514-Dec 33 [redacted] 68 2251Total XXXXX14-Nov 30 [redacted] 34 100614-Oct 29 [redacted] 27 78614-Sep 31 [redacted] 34 104714-Aug 30 [redacted] 34 102114-Jul 29 [redacted] 30 85714-Jun 32 [redacted] 20 64314-May 31 [redacted] 38 117214-Apr 29 [redacted] 108 314114-Mar 31 [redacted] 134 413914-Feb 29 [redacted] 130 375614-Jan 31 [redacted] 129 400113-Dec 33 [redacted] 97 3208Total XXXXX13-Nov 29 [redacted] 49 142213-Oct 28 [redacted] 31 87113-Sep 33 [redacted] 42 137613-Aug 29 [redacted] 43 125113-Jul 30 [redacted] 34 102213-Jun 32 [redacted] 19 59813-May 30 [redacted] 33 99413-Apr 32 [redacted] 78 250413-Mar 29 [redacted] 131 378913-Feb 29 [redacted] 149 433013-Jan 33 [redacted] 123 407112-Dec 31 [redacted] 108 3337Total XXXXX

Worst company ever! They do not work with you AT ALL. They offer either the budget plan or payment plan, plus your current bill options, even in the Winter months when the bill is extremely high, which is absolutely ridiculous!! I called last month and set up a budget plan. I was told by the representative that I didn't have to send in any down payment, because I had done so two weeks previous to that. I then receive a bill in the mail about a week later stating that my account is in arrears??? I call back and get a representative that tells me that the budget plan never got properly set up by the previous representative because she inaccurately recorded my down payment that I had previously made. I proceeded to ask her to reinstate that budget agreement and she told me that she would not be able to and that I would now have to pay an amount that was over $800.00 per month for either the budget plan or the six month payment plan?? It was COMPLETELY their error, they took no responsibility for it, nor did they even offer to work with me on setting up something that was affordable?? This is a company that doesn't care about their customers at all, they just want money. I hope in the future that more options become available to customers so that I can get rid of them, once and for all.

RE: Accct# XXXXX-XXXXXFinal bill was sent to incorrect/invalid address and was paid upon notification from [redacted] This error that occurred on 5/3/2011 has severely and negatively impacted my credit score, four years after not receiving a final bill. The amount in discrepancy that was paid as soon as notification was provided was in the amount of approximately $80. Prior to this incident, and likewise of all other accounts of mine, all previous bills were paid on time. Numerous attempts to speak with an account representative and management has been ignored. [redacted] has indicated they would require National Grid to confirm that the bill was paid in full in order for it to be removed from credit reporting.Account_Number: XXXXX-XXXXXDesired SettlementNational Grid to work with [redacted] to have these misrepresented credit items removed from credit report.Business Response Dear Mr. [redacted]:Please accept my sincere apologies for the inconvenience you are experiencing in respect to this matter, based on the request on 6/17/2015 we have contacted [redacted] to recall the account from the credit bureaus. and to have the account removed from your credit report.Sincerely,National Grid

Our electric bill is with National Grid. The bill was originally the bill was in my mother, [redacted] name. My husband and I bought her house. We then changed over all the bill's to our name. I made a [redacted] payment online. When I got the confirmation, the payment went through, I noticed the account number was wrong! My address and name were correct, but the account number was wrong. I immediately called National Grid and they said, the money went on my mother's account. My mother's account had already been closed!They kept telling us, all different things. The last thing they said, was they couldn't do anything about it because there was NO proof, I paid it. Even though, it came out of my checking account! I've been fighting with them, since [redacted] 2014. They said numerous times, they would have a supervisor call me. No one ever called. Now, I set up an automatic payment plan. National Grid sends me an email, stating when the next payment will come out. The last e-mail states [redacted] will be withdrawn from my checking account on [redacted] Well, they took it out [redacted] Now, my account is overdrawn! I called National Grid and the woman tried to tell me, I wasn't even eligible for an automatic payment. She said, I must have done it through my bank. I told her I have e-mails from National Grid... After explaining over and over, she says, well I can't help you, you'll have to call customer service. They're open Mon-Fri 7am-5pmAccount_Number: XXXXX-XXXXXDesired SettlementI want the [redacted] payment I made, applied to my account and I want them to refund the overdraft charge!Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]I have revirewed the complaintThe [redacted] payment that customer made was done in [redacted] of 2014- it posted to the old account in mothers name- custoemr made the payment herself via our website and entered the incorrect account number. we requested proof that she made the payment(I.E- bank stament etc) so that we could transfer it to her- as of this date I do not see that the customer sent us that proof.- if she can send bank statment for [redacted] we can transfer the payment.the [redacted] payment on [redacted] is not a automatic payment - it was a recurring payment that the customer again set up via the website.a [redacted] payment posted to her account but was not processed by the bank until [redacted] payment posted to her accoutn but was not processed by the bank until [redacted]the [redacted] payment was posted on [redacted] that would have processed thru her bank few days after the [redacted] the compnay did not process any payments early- the payment posts to the account on the date scheduled but does not process thru the bank until couple days later- the amount removed from her checking account on [redacted] was for the [redacted] payment not the [redacted] payment. There was no error in these payments by national grid. We therefore ccnot credit her for an overdraft fee. However due to her confusion We will provide a [redacted] good custoemr relations credit.please have her fax a copy of her bank statement for august 2014 to [redacted] (or she could email me it directly) showing the [redacted] payment being withdrawn from her and I can then have it transferrd to her.

National Grid incorrectly reported as Collections. Bill paid within 30 days of receipt after correction.In October 2013, we were in the process of moving. Due to this, we set our electric account /w National Grid to cancel on November 2nd, 2013. However, in error, National Grid turned off our electric account during the last week of October, 2013. We then had to call them to turn our electric back on as it should not had yet been deactivated. When they did this, they mistyped the cancellation date to November 22nd, 2013. This caused a over-billing to us for our November billing cycle. We disputed this fact with National Grid once we received said incorrect bill. National Grid reviewed their records and saw the note that we were supposed to be canceled on November 2nd, 2013. Once this was done we were sent a corrected bill by National Grid in the corrected amount and as soon as we found out the correct amount, we paid it immediately on December 2nd, 2013. This was within 30 days of our true cancellation date and within DAYS of receiving the corrected bill. We were never late with our account and this should NEVER have been sent to collections. All National Grid customer service employees I have spoken to have agreed, but have unfortunately, been unable to correct the error. I was recently sent a letter by National Grid which again says we have 0 balance due and that the payment date was December 2nd, 2013. Unfortunately, it in error again, says it was a collection amount due to the system error reporting us as a collection account.After our credit dispute, National Grid incorrectly replied that the account was closed as of July 2015, this is also incorrect as can be seen in the attached letter from National Grid.Desired SettlementI am looking for them to remove the incorrect credit record against me that was caused by their own errors not an error on my behalf. I have disputed this credit record and they just validated it again.Thank you,[redacted]Business Response We apologize for the inconvenience you may have encountered.National Grid continually strives to provide exceptional service and attention to its customers and takes all customer complaints seriously. We will further reviewing the events so we may put measures in place to prevent similar events from occurring in the future. Our records indicated that your concerns are being addressed with a Sr Analyst in the Executive Complaint group, whom you have been in contact with, and currently work on a resolutionIf you have any questions or need additional information, please call Customer Service at X-XXX-XXX-XXXX available Monday-Friday, 7:00am-5:00pm or, for your convenience, visit us at www.[redacted].com.

I tried to set up my electric billing but they say they can't find my address. Then they sent a notice of service termination letter to my address.I have tried to set up an electric account with National Grid on four separate occasions. Each time I speak to a customer representative they state they cannot find my address. Yesterday I received a letter sent to the address they "can't find." I explained that, if I can receive a letter addressed to my home address they must know the meter address! National Grid's gas division had no problem finding the address. They stated that I would have to provide a meter number for them to find the correct meter. They are the ones providing the service and billing to an address. They should know the meter number! There are three units at my street address. I do not know which meter is mine and which meter belongs to the other residents. They refused to send a technician to the site to verify the correct meter.Customer service was rude, condescending and unhelpful. Particularly [redacted] #XXXXXXXX and [redacted] They should be reprimanded and National Grid should seriously evaluate their systems. If my electric gets turned off because of National Grid's incompetence I will be livid.Desired SettlementI just want to have my electric service hooked up!!!! Is that so hard?!Business Response We apologize for the inconvenience you may have encountered.National Grid continually strives to provide exceptional service and attention to its customers. Our records indicated that your concerns were addressed 6/12/15, the electric account established and the issue has been resolved theConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The issue has decidedly NOT been resolved until a bill is received and I have been billed in a proper manner. To indicate that the matter is resolved when it has not is disingenuous and shameful. Furthermore it evidences the level of customer service, or quite frankly the lack of customer service, I have received from National Grid. I expect the complaint to remain open until I am fully satisfied that the matter has been resolved.Final Business Response Hello, the customer was connected on 6/12 and the first bill just went out on 7/7he must have recv'd it has he made the full payment on 7/15 ________________________________________

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Description: Utility Companies, Natural Gas Companies, Electric Companies

Address: 939 Southbridge Street, Worcester, Massachusetts, United States, 01610-2227

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