National Grid USA

Dear Ms [redacted]I appoligize that you had aissue with your payment.  I do in fact see that the 84.15  was credited to your account on 7/10/15.  the account is no longer in arrears and the only balance owed is the current bill of 118.32.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].This has been a problem for over a year.  It leads to mistakes in payment and is not acceptable.  Please provide a timeline for resolution of this problem.
Regards,
[redacted]

hello Ms [redacted], I have reviewed you complaint and researched our electric records.our records indicate that you have a balance of $3,369.27 due to the company.  I do not see any electric bills in your name totaling 7500.00the balances owed was from account in your name at [redacted]...

[redacted] 02149  from April 2014 thru October 2015part of the balance was transferred from prior accounts in your name[redacted]  [redacted] 01970   from Feb 2014 to April 2014and [redacted] 02149 from  August 2013 to January 2014 the charges have been sent to the [redacted] for collections..  you may either pay us directly for the charges owed using [redacted] as the account number to be paid off or contact [redacted] to make a payment plan for the charges. again I have reviewed only the electric charges that are owed-  if you also had gas service in your name at those addresses you may also owe a balance for that commodity.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy.  or resolve my issues and/or concerns in reference to complaint # [redacted]. .  While I underatand its cold yes I lived in the northeast. I have provided proof I was living in delaware since the 26th and was not at the home.  .  The home was set at 50 degrees and is on the second story of a condo building all heated and builtfrom brick and steel.   I have also provided my heating bills for the past year which ironiclly enough was also cold.  And that us why I was living there.  Now on my last bill when I cancelled the service is up to 9X as high when I was not even living there.  I am willing to pay and match my bill from nov-dec. but this rip off trying to scamasomeone who moved for there last bill to squeeze every penny out is a insult.         
 
Regards,
[redacted]

Dear Mr. [redacted],We apologize for any inconvenience you may have encountered. National Grid continually strives to provide exceptional service and attention to its customers.  We have received your payment and have recalled the account from the collection agency and have asked for it to be...

removed from your credit report.If you have any questions or need additional information, please call Customer Service at [redacted] available Monday-Friday, 7:00am-5:00pm or, for your convenience, visit us at www.nationalgridus.com and select the appropriate state of service. Sincerely,National Grid

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
 
Regards,
[redacted]

We apologize for the inconvenience you may have encountered. National Grid continually strives to provide exceptional service and attention to its customers and regret that you were not satisfied with the level of service received.  Our records indicated that the electric bill being...

estimated beginning in March 2015 up until the July 2015 bill. The bills were mailed to the service address and indicated Estimate next to the reading type. We were able to obtain an Actual meter reading on 8/5/15 which showed that the previous bills had been over-estimated. The billing was corrected resulting in a credit being applied to the account with the August bill statement. See attached August & September bill statements. There is a current credit balance on the account of -$215.07 which we will be happy to refund to you. Please allow 14 business days for processing  If you have any questions or need additional information, please call Customer Service at 1-[redacted] available Monday-Friday, 7:00am-5:00pm or, for your convenience, visit us at www.nationalgridus.com. Sincerely,National Grid

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. While in the process of this complaint the company responded to my email complaint acknowledging that their customer service rep gave me false information, as they have a record of my call and the rep gave me the dates for MA clients billing adjustments as opposed to state of RI in which I reside. Subjectquestions about your bill  Discussion Thread Response Via Email (Customer Service)05/05/2015 02:29 PMDear [redacted],Thank you for your inquiry. I apologize for the delay. Due to high volume of emails, we are not always able to respond promptly.  I apologize for the misunderstanding in the explanation of the Standard Offer Billing Adjustment. I would like to explain it in more detail below:I have reviewed your referenced [redacted] account number [redacted]and can see that you did speak to [redacted] on 3/13/15 regarding the Standard Offer Billing Adjustment. It was noted that he advised you that it is the difference between the fixed rate that we bill you compared to the variable rate that we pay from month-to-month. In the State of Rhode Island, we purchase 6-months worth of [redacted] twice per year covering the periods of January 1 - June 30 and July 1 - December 31. We pay a variable rate for each month and the fixed rate that we charge is based on the average of the variable rates for that 6-month period. Because you changed suppliers effective 4/24/15, we did bill the Adjustment amount of $183.84 which is based on the difference we initially billed on the fixed rate compared to the variable rates that we actually paid for each month covering from 1/1/15 - 4/24/15. Unfortunately, we did pay a much higher rate in January and February which is making up the majority of the adjustment amount on your current bill. Our rate information is available on our web site at: [redacted]Again, I apologize that you were misinformed of the May 1st date for the new Supply Rate. May 1st, unfortunately, is the correct date for our Massachusetts customers only, as we purchase the same way for Massachusetts as we do in Rhode Island, but the contract dates run from May 1 - October 31 and November 1 - April 30. With that being said, you are absolutely correct that you would have had a very minimal charge, if anything, by changing only a few days prior to the effective date of the new rate period. I do hope that this explanation helps and, again, I am very sorry that you were misinformed when you spoke to one of our representatives. This is also explained in detail (with examples on how the calculation is done) on our web site at: http://www.nationalgridus.com/narragansett/home/rates/3_supply.aspIf you need further assistance, please call Customer Service at ###-###-####, available Monday through Friday, 7:00 a.m. - 5:00 p.m. (EST).Thank you for being a National Grid customer.Sincerely,[redacted]National GridCustomer Service [redacted] This e-mail and any files transmitted with it, are confidential to National Grid and are intended solely for the use of the individual or entity to whom they are addressed. If you have received this e-mail in error, please reply to this message and let the sender know.
Regards,
[redacted]

2/2/18 Re: turning gas service back on Account number:[redacted]Dear Ms CollinsWe apologize for the inconvenience you may have encountered. I show that gas was restored yesterday at appx 5:00pm.  Normally when we put thru a same day call it is an all day appointment due to the...

techs can get called out on emergency calls. National Grid continually strives to provide exceptional service and attention to its customers.  We will further reviewing the events so we may put measures in place to prevent similar events from occurring in the future.If you have any questions or need additional information, please call Customer Service at 1-[redacted] available Monday-Friday, 8:00am-5:00pm or, for your convenience, visit us at [redacted].Sincerely,National Grid

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

While I understand that National Grid has reversed most of the non-access fees pursuant to a statement sent to me by mail, I still have two issues that remain.  First, the amount of the refund should be $339.69.  To date, I have asked the company to confirm that this is the amount of the refund four times, but have not received a response.  Second, I was promised that the amount of the refund would be deposited into my bank account (and not remain as a credit on the account).  I have asked the company to give me the estimated time when these funds will be deposited into my account.  Again, I have not received a response despite repeated attempts to contact the company.  To recap, National Grid needs to do the following:(1) Confirm the amount of the refund is $339.69.(2) Provide the expected or estimated time it will take to deposit the refund into my bank account.(3) Deposit $339.69 into my bank account.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Mr. [redacted],
The service at [redacted] was interrupted due to an unpaid balance of $285.18.  The bill dated 9/29/2015 stated the past due was $485.15, we received a payment of $200.00 on 9/30 leaving the past due balance of $284.15.  In order...

for service restoration to occur after the payment has been made the main breaker need to be placed in the off position for customer safety, our field worker found the main breaker in the on position when attempting to restore the service.
If you have any questions, please call Customer Service at [redacted], available Monday-Friday, 7:00am-5:00pm or, for your convenience, visit us at www.nationalgrid.com.Sincerely,National GridCustomer Service

Dear [redacted], 
The upgrade of the transformer for your service is currently in the design phase and there is not a completion date available.  As I receive more information regarding the scheduling I will pass the information along to you.
Regards,
National Grid

Review: National Grid charged me for 7 days of electricity for $58.94. I called repeatedly since National Grid decided to charge me this cost not on my actual use of electricity but on an estimate. I spoke repeatedly with National Grid, and even spoke to a supervisor who assured me that it will be corrected. I am soo disappointed in the service that National Grid has provided.Desired Settlement: To give me a billing adjustment for the electricity that I used and not rip me off and charge for an estimate of usage.

I HAVE A BUSINESS AND MY NEIGHBOR IS OPENING UP RESTAURANT RIGHT NEXT TO MY DOOR. ALL GAS METERS FOR THE WHOLE BUILDING ARE LOCATED IN MY STORE. NATIONAL GRID WAS SUPPOSED TO COME ON SATURDAY MORNING TO INSTALL NEW GAS METER FOR MY NEIGHBOR (MY BUSINESS CLOSED ON SATURDAY AND SUNDAY), SO I CAME ON MY DAY OFF AT 7am TO OPEN MY STORE, SO THE COMPANY CAN HAVE ACCESS TO PIPES AND METERS.

THEY TOLD HIM THEY WERE COMING BY 10am. RIGHT NOW IS 1:45pm- NOBODY SHOW UP YET....I'M DOING A HUGE FAVOR FOR MY NEIGHBOR BY BEING HERE AND WAITING INSTEAD OF BEING WITH MY FAMILY AND DOING SOMETHING ELSE. I CAN'T LEAVE AND I CAN'T WAIT ANYMORE. THAT'S HOW THEY WORK. THIS IS UNACCEPTABLE.

Review: National Grid changed account numbers on me. I accidentally paid to my old account. I contacted customer service and they acknowledged that they did see payments to the old account # [redacted] -2 instead of my new account #[redacted]. I was told that the payments would be rolled from my old account into my new account. This should have occurred over a month ago, but has not been processed yet.Desired Settlement: I would like my new account credited with the payments made to the old account. All late fees should be reversed.

Consumer

Response:

At this time, I have not been contacted by National Grid USA regarding complaint ID [redacted].

Sincerely,

Review: 2 weeks ago my gas was suddenly shut off. I received no notice in the mail or warning. I called National Grid to see what the problem was and they said they could see that the gas was on and that I didn't have an account. I was under the impression from my landlord that gas was included in my rent so I had never set one up. I asked if I could but was told that I needed to show a copy of my lease and 2 photo IDs in order to do so and in the meantime they would not help me. I spoke to the super in my building and he confirmed that someone from National Grid had in fact come to shut off the gas for several apartments for non-payment. I was finally able to go into the National Grid office at [redacted] today and set up an account. After spending 10 minutes explaining that my gas WAS off and it wasn't an issue with my stove I was informed that the account was locked because the previous tenant never stopped their service. The earliest I was told that my gas could get turned back on was next Friday, September **. That leaves me without gas for nearly a month due to other peoples mistakes, and all for a balance that is about $135. This is totally unacceptable and the whole reason I went to set up the account in person was because both representatives I spoke to on the phone said that was the best way to get service back on in the same day. I can't cook myself food and I have taken hours and hours off work to deal with this. I need my gas turned back on as soon as possible.Desired Settlement: I want my gas turned back on by Monday, September *, at the very very latest.

Business

Response:

Customer never called to open an account with nationalgrid. Her services was restored on September *, 2014 and she was billed from Jan *, 2014 to present

Review: National Grid ran new lines by subcontractor without permission or notification to us. They damaged the line causing a gas leak and ripped up the property. The residents were without gas for two days. I have tried to reach out to National Grid with no luck. I was transferred and disconnected twice. I was forwarded to Massachusetts and to their Gas Conversion line of which I was told nobody could help me and gave me the original customer service number each time.Desired Settlement: I would like our property restored to it's initial condition and I want the entire mess cleaned up at [redacted]. I would like someone to address this situation to contact me as they have not done so thus far.

Business

Response:

National Grid;s contractor, Asplundh performed a Proactive Service Replacement at the property of [redacted]. A gas leak was found and repairs were made to make the condition safe. [redacted] worked with [redacted] to schedule the work and to coordinate the relight of the tenants services. Crews were extended to better their availability for the relights.

Review: We are new tenants in a building who's meter had been locked . After getting national grid to come and unlock the meter we were told that we our building was not connected to the curve valve and the national grid technician informed me that he was putting in a work order for national grid to come dig up the street and connect our building to the curve valve and that it will be done within 2 weeks

It has been almost a month and they never showed up to repair the issue.

When ever I called them for a status update I was told by their representative that they are waiting for permits from the city and I would be contacted with updates. I was never contacted and today when I called National Grid, they informed me that they never even applied for the permits and it will take another 2 to 3 weeks for them to come and fix the problem. I am not sure how such a big company can be so inept and allow their costumers to go so long without heat.Desired Settlement: We need national grid to come and do this repair work ASAP. we are sitting and freezing here for no good reason.

Business

Response:

Called [redacted]...gas was already turned on.

Review: Dear Revdex.com,I have required National Grid to please shut off Gas Service in my home because my tenant moved out and I no longer need the gas service. After calls and being left waiting all day they never came. I called them over and over to find out when they will come to shut off the Gas line before I'm going on vacation soon and need it done but had no luck. Now I'm starting to smell Gas in the house because the appliances were turn off and are not in use. I called National Grid yesterday and asked them to please send someone for its been days that the require has been made. Please do all you can for I'm afraid that the Gas smell could cause a fire in my home.Yours Truly,[redacted]Desired Settlement: Need National Grid to send someone ASAP to shut off Gas service and to credit my me back for days they didn't come to shut off service.

Business

Response:

This is Long Island National Grid/LIPA account ....

Review: Before I moved to my current apartment, I call national grid to install gas in my new apartment but had a previous balance of $301.51. The lady I talked to told me that I had to pay the full amount to be able to have the service up and running. I gave the lady my card information and acount number to pay the whole amount and this was in March. Now June the amount is still showing in my bill. I just spoke to them and they indicated to me I paid for half the bill and they are going to mail me my last bill from my former apartment. Also they said I agreed to pay installments every month. I never agreed to this terms and conditions. What should I do about this? I don't owe them this money and I want it to be out of my bill. Please help meDesired Settlement: Horrible, unfair, cheating, humiliating, unprofessionalI want nation grid to take that amount out of my bill. Also for them to pay for my humiliation, emotional damages and time. Please