National Grid USA

Review: I first contacted National Grid Oct. ** to setup service. They confirmed that the appointment Monday Oct. ** but failed to show up, stating they had not received documentation of my identification. I had previously sent in my documentation via email and at the time I made the appointment, and this was not algedly received and I was told there was no record of my appointment or my documentation being sent in. Today, Oct. ** I went to [redacted], to confirm that an appointment had been made and I was told it was made for Nov. [redacted] 8AM-12AM. I told them this was unacceptable over the phone but the representative could not find the appointment, as they had forgot to submit it. I called again to move the appointment because I could not afford to stay home from work again and they did after transferring me 3 times.Desired Settlement: I would like for my gas to be turned on immediately. I have been diligent and feel like it is appropriate that an exception be made considering I have no heat or hot water.

Review: I just noticed a collection account on my credit report for $152! I was never contacted about this and have never received any written notice or calls. I take my credit very seriously and pride myself on never missing any payments.

This recently noticed wrongful reporting has caused my score to go down by more than 60 points!

IF this money is truly owed I would be more than happy to pay it immediately but I want this removed from my credit report immediately.Desired Settlement: Remove off of my credit report immediately.

Consumer

Response:

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

Review: My gas meter was detected broken since April 2013. I have been waiting 8 months for a new meter. In the mean time each month my bill is incorrectly calculated and I need to call customer service to straighten out the bill. I live in a Co-op, before the broken meter I was paying about $65.00 a month. Now I am receiving bills for over $800.00 or more. Each month I need to call to tell them I have a broken meter and adjust my bill. Through all this I have been paying them $65.00 each month. The meter is outside and you can hear it clicking and hissing. When I call customer service they will set up an appointment for a technician to come to my house and so far in the 8 months no one has come. In the last 2 weeks I had 3 appointments made for a technician to come to look at my meter and not one of the appointments did a technician come to my house.Desired Settlement: I would like to have a new meter and my bill corrected

Consumer

Response:

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

And I still have a broken meter that was reported broken April 2013

Sincerely,

Business

Response:

New Meter installed, billing will be adjusted if needed.

.

National Grid

Consumer

Response:

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:

[Your Answer Here]

Yes a new meter has been installed after 10 months of countless calls and finally filing a complaint with the Revdex.com.

My billing statements still claims I owe over 800.00 and in fact received a letter with my last bill claiming they were going to turn off my service for nonpayment.

So I am still waiting for my billing to be resolved. It's now a year since this wole mess started. Probably take another 10 months (If I’m lucky)

They don’t seem too concerned about their customers.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: National Grid is charging me $4,259.50 for a service I didn't use. The money this company is charging is from a account that was closed in Dec 2012. In September of 2015 I received a bill from National Grid stating I own the amount of $4,259.50; I called the company the same day I received the bill and asked "why I am receiving this bill" because I haven't lived in that property since Dec 2012. The representative said it is a mistake bill, he asked for my email to send me a form called "Final Bill Dispute Instruction". I filled it out and send it out with all the proofs the form requested. I called National Grid again on Nov 2015 and was told the case is under investigation. I told the lady that I am getting collection calls everyday and collection notice b/c the company is charging me an amount of money I do not owe. I called the collection company "Credit protection Association L.P." told them that I don't owe National Grid Money and it is a mistake, Collection company answered that they cant remove me from collection until I pay everything.Desired Settlement: Correction to a credit report, no more billing from National Grid, clean my account because I don't owe money to National Grid. I do not want to receive anymore bills from National Grid.

Consumer

Response:

At this time, I have been contacted directly by National Grid USA regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

The company send me the same form I filled out the first to resolve this issue. I have not heard from them for over a month. I send the form again with my proofs.please help me to resolve this issue.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Message left on customers voicemail, advising that the charges has been removed.

Consumer

Response:

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:

[Your Answer Here]

National Grid send a letter saying my account is $0 But the collect agency still calling me and sending me a letters stating my account is in my credit report. I want National Grid to speak the collection agency.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted], We are reaching out to Credit Protection Associates and have asked them to remove your account from their file and will have them send you a confirmation letter. If you have any questions or concerns, please feel free to contact us at ###-###-####. Sincerely,[redacted]Sr. SupervisorCustomer Satisfaction & Regulatory Compliance

Review: We have been trying to set up an account with National Grid for MONTHS now. Though customer service representatives are reasonably courteous, they have consistently provided misinformation regarding the process for setting up/turning on our gas. This had made the process unreasonably difficult and lengthy, and the company is clearly understaffed and neglectful. We've made several attempts at faxing the required documents to open our account that the company somehow never received, despite us receiving confirmation that the faxes had been sent to the number provided by National Grid. Our gas was then turned off WITHOUT WARNING, and for weeks we have been trying to set up our account, pay our bill, and have our gas turned on. What should have been a quick and simple process has been an absurdly convoluted and drawn-out nightmare.

We again, faxed documents that were either not read, lost, or not received (it would seem the company has serious issues with their fax machines). We e-mailed our documents, only to hear back TEN DAYS later that more information than we were originally told was needed. When we called to sort this out, we were told to fax our documents, and that we would hear back in a few days. AGAIN the fax was not received. Finally, we went to the physical premises with all the documents that had thus far been requested of us, where the employee REFUSED to take them, saying they were not necessary. An appointment was made for yet another week later for our gas to be turned on. And now, the night before our appointment, we have received a letter saying our application to set up an account has yet again been denied due to missing information, and National Grid will once more refuse to turn on our gas. We have provided all the requested information and documents on multiple occasions and across multiple platforms. We will have to undergo the entire process again.

This is absurd and an offense to the consumer. At our previous apartment, we had ConEd, and all of this, including mailing in documents, took only a few days, and our gas was NEVER shut off without warning because setting up an account was made impossible. We have been unable to cook for over a month because of this, at no small expense to ourselves, never mind the constant frustration and time wasted. We are absolutely disgusted and angered by National Grid.Desired Settlement: We want our account set up, to be able to pay our bill, and to have our gas turned on quickly, efficiently, and without the hassle we have been going through. Given that we have not had gas for a month, we want any fees or minimums that may have been in effect during that time to be waived.

Business

Response:

01/**/14 --- [redacted]'s gas was turned on 01/**/14. Her account is active and on. If she has any further questions you may refer her to [redacted] Attn: [redacted]

Review: I've been receiving estimated bills from National Grid for approximately 3 years without knowing it. I receive my bills electronically. Nowhere in the e-mail or on the log on page does it say that the bill is estimated. I opened the actual PDF file to look at the bill once and realized that I've been receiving estimated bills for almost 3 years. I contacted them via phone at ###-###-#### and asked why the estimated bill. The customer service representative stated there's a problem with my 'Remote Reading Device'. I asked why I wasn't told and the representative claimed paper mail was sent to inform me of the issue which was totally false.

I finally got an appointment after a while and the service technician came out and allegedly changed the remote reading device. I called a few days later to get an adjustment since the bill has been over estimated for 3 years. The customer service representative stated that a credit cannot be issued since the 'Remote Reader' is still reading the same value from years ago and the whole meter needs to be changed. A few appointments were scheduled and they never showed up which infuriated me. They gave me a $30 credit on my bill for my time, however, I needed to make a total of 3 appointments over the course of 4 months until the meter was finally changed. Arrangements had to be made with my job to be off on the days scheduled and repeated requests for access from landlord were required.

I contacted customer service again to get an adjustment now that the entire meter was changed and was told by both the customer service representative and the supervisor that a credit will not be issued since they stated on the bill it was 'Estimated' and it basically absolves them from having to issue any credit for over usage. This discussion occurred after I was previously told that a credit would be issued based on weather conditions and average usage.Desired Settlement: I would like usage to be measured and a large credit issued for over billing for 3 years. It's a small apartment and heat was barely used as the winters have not been terrible cold in the time frame requested. Also, I would like the practice of informing customers of malfunctioning meters to change to occur more periodically, especially when it's an ongoing issue.

Business

Response:

Dear [redacted], I would like to apologize for the estimated readings and also to let you know that we fully understand your concerns. The account has been referred to a billing specialist for a degree day calculation. The degree day calculation willgive you an idea of what the bill should be for each period according to the temperatures outside.We will call you when the calculation is done.Thank You!Dawn R[redacted]Customer Satisfaction & Regulatory Compliance.National GridPhone: ###-###-####Fax: ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Multiple appointments made for wrong issue

Customer service promise to amend error only to not come through on multiple occasions

[redacted]") handed off issue to another employee on to drop the ball once again

Have been without gas service for nearly 2 months and received 2 bills thus far.Desired Settlement: Knowing they are the only gas company around does not give the right to treat customers like garbage. Everyone knows that "things" happen so perfection is not what I'm looking for, just do what you say you'll do the first time and if you can't don't point a finger but rather offer a suggestion or just fill the customer in. I'm extremely unhappy but unfortunately have no where to turn so I must suffer like many other Nat Grid customers are. Customer service needs a total revamp and dispatch is an absolute horror. Please find a better way to help customers, we know we don't matter to you, that much is clear, but try not to make it so obvious.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding National Grid USA has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I have been living in my house for over 5 years. To date I have yet to receive a bill for the Gas Service and I have provided National Grid with the requested information three times. National Grid, has shut my gas service off three times so far, even after providing them the documentation. Their customer service representatives have been less than accommodating, thinking that I am to blame, and that I should be contacting them to remind them how and when to bill me.Desired Settlement: I understand that I have used Gas in the past, but since National Grid has made several mistakes, I cannot trust how they would calculate my gas usage. I would expect them to work with me on resolving this....

My parents passed away and I tried to have their gas service cancelled. Was told I had to fax a copy of their death certificates even though I was the designated power of attorney and had personally been paying the gas bill for almost a year. I complied. Now 4 working days later (they insist it is only 3 days because December [redacted] is a holiday for them also) they still have not entered the death certificate information into their computer so I am not yet able to cancel the service. When I requested customer service go ahead and cancel the account and call me back once they are ready to admit they have the death certificates in hand they refused. It was my responsibility to call back every day to check on the status of the account and continue to request cancellation. I certainly don't consider that proper customer service.

Review: I called National Grid on 3/**/15, for 2 reasons, 1 was to pay my bill the second reason was to ask for a service person to come out to my house to investigate why I have not been receiving heat. I suggested that my landlord might be tampering with the meter. I have not had heat for 4 days now and this has happened very often thru out the winter. the first representative that took my payment said that I needed to be transferred to another dept. which I was transferred and left on hold for a very long time, then when the next person answered I explained that I would like someone to come and check if the landlord is tampering with my meter because I am not receiving heat, that person then stated that they would have to transfer me to the right department so the same result repeated itself 4 times, being put on hold and the being told its not the right dept.Desired Settlement: I pay for National Grid to heat my home, and if my home is not being heated, I expect them to be part of the resulotion as to why I am not getting what I pay for. I feel National Grid has the capability to find out if someone is stealing the services that I pay for.

But they continue to turn a blind eye to the situation.

Consumer

Response:

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

Review: I have been over charged in my usage in August [redacted]. My bill is over harged , please credit my account, so I can pay my bill.Desired Settlement: Please credit my account.

Business

Response:

The bill dated August **, 2014 was generated after Nationalgrid obtained an actual reading. Currently you already have contacted Nationalgrid and in touch with our executive office. Your case with them is a new and ongoing case. Any questions please contact the executive representative that contacted you at ###-###-####

Consumer

Response:

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:

They is not a reason why they estimated my bill for almost three years. They got " an actual reading", when nothing on my part was done different. All of my other bills, ex cable , car payment etc. are not estimates and certainly not for three years. This is unacceptable business practice. Please further investigate. Thank you!!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Spoke with [redacted] and advised that we are in the process of reviewing her account. Spoke with her on 2/**/15

Consumer

Response:

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:

I have received a partial credit, I am waiting for the rest of my credit. I want national grid to give me my full credit. Thank you

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: My dad had a generator installed from a reputable co they submited there plans to National Grid they approved them, the generator has been working for months they send bills that say we have a credit I told my mom something is wrong I called them they said to me that there man cant read the meter I said he cant read the meter that is inpossible The company that in stalled it sent you guys plans and you National Grid approved it the meter is out in front of the house I said what is the problem They sent a older man out to check the meter and they sent a bill for over $3,000 dollars They told my mother that if she does not pay it they will close the gas off My mother is 85 years old she is going crazy over this This is there fault WHY for over 6 months the are giving my mom a credit in which we kept all of the credit papers they sent her then they send a bill for over $3,000 dollars Plaese help I can explain better on the phoneDesired Settlement: This is a scam from this company I am sure they do this to other people they need to be investigated.Please have this squached my mom is 85 years old she is paying the bill that comes in every month the money they are looking for is way to much and why we were given a credit every month and then they say she owes $3,000 dollars show me HOW she owes that much

Consumer

Response:

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

Review: Hello, my apartment has been out of gas for 3 days. National Grid turned off our gas without any warning in the middle of winter in NYC. They told us the soonest they could come turn it back on was in two days, which was yesterday and never showed up. We made sure someone was at the apartment all day, even with the ridiculous time frame of 8AM-12AM. They are non-responsive, and extremely rude on the phone. The customer service is not helpful, and we are still currently out of gas. Not having hot water, heat or the use of the stove is horrible and unbearable in the coldest month of the year.Desired Settlement: I would like National Grid to waive our months gas fees and an apology from the company.

Business

Response:

Called customer and left a message with my number, However, I do not see that the customer has an account under her name. The gas services has been turned on, on 2/*/2015 but still it is not under the name of the complaint.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. The account was not under my name, but my room mates. The gas is turned on now, but it's unacceptable for National Grid to turn off one's gas without any warning, and give us a ridiculous time frame for the guy to come days later, and to not show up during the scheduled time. I am very disappointed.

Review: For the past two years our bills have fluctuated wildly. Around Christmas our bill was assessed with a $1200. adjustment without explanation. We were told our usage exceeded previous estimated usage. However, our gas provider disagreed and told us our usage was minimal and to file a complaint with the Public Service Commission. Service was disconnected on a Friday and not restored over the weekend despite a payment agreement being honored. These wild bill adjustments now happen so commonly in the winter that we find it more economical to spend all of our winter vacation time in the South. Despite being away from the house for half of February, our bill was adjusted another $700 that month. This appears to have more to do with speculation in the commodities market rather than actual gas usage. It typically takes National Grid a week to restore service. Consumers are expected to stay home by the phone from 8AM to 1PM on weekdays only to wait in vain for National Grid employees who never show. Technicians are so overbooked that they make customers wait all day for several days in a row claiming that they "[redacted]". Customer service holds are 10 minutes or longer and there is rarely any resolution.Desired Settlement: Requesting that National Grid make and honor a reasonable appointment to restore service. Also, that some semblance of level billing be implemented. If technicians find field work inaccessible than the company should allow us to photograph meter readings. Furthermore, disconnect notices should be given before service is cut since it is so very difficult for National Grid to restore basic utility service. Waiting over five days for heat or hot water is not acceptable.

Review: Refusal to provide adequate service,consistently hanging up when I ask for supervisor,told that some would be sent the next day and to call to verify that some one would be sent the when I call I am told that I was given a appointment date for the [redacted] I have children in my home and no gas we cannot eat gas was turned off with a warning being sent to place of residenceDesired Settlement: Someone to be sent before the [redacted] to turn on my gas

National Grid turned off my gas w/o any prior notice at boon on 12/*. It is now 21 hrs later and they have not turned it back on even though my wife have made multiple calls and pleas to have it turned back on.

Our account is up to date and has never been delinquent.

The arrogance and sheer indifference to our issue has been astounding

Review: For several months now there is a light pole on our street in front of our house that has been non functional. It poses several safety hazards no being lit as the area here is extremely dark without it. Several times they have been contacted to come out and fix the light and they have not. It is pole #5 in the intersection of [redacted]. and [redacted]. This is in [redacted], zip code [redacted]. This company and it's customer service is useless. I have reached out them several times now for close to a year and no answer. No email back, no service. We pay the bill to them for what? Shoddy, horrible customer service. My next step will be to contact the NYS attorney general's office.Desired Settlement: They need to send some one out to fix this and fix this correctly once and for all. Right now this light is out (8:50pm 09/**/2014) and it needs to be fixed! I also want a written explanation as to why they have not fixed it as of yet and I want to be notified when the repair is completed properly or the NYS Attorney General will be brought into this!

Review: I would like to file a complaint against National Grid for removal of Gas Meter at [redacted] on the basis that proper notice was not given

re: account no. [redacted]

TO WHOM IT MAY CONCERN:

On November **, 2013, National Grid removed the Gas Meter from [redacted] for non payment. I do agree that I have been behind on my bill but that was due to my unemployment status and current foreclosure, which if no fault of theirs and so I take full responsibility. My problem is that they deceitfully went about getting a warrant to have the meter removed. National Grid has on file that I do not reside at said address and so normally, they would call me on my cell phone or send me notification to [redacted] by mail. This is how I receive my bill.

I was not called or I did not receive anything in writing regarding the Marshall notice. Instead, I found out after the meter was removed and a couple tenants called regarding not having any heat and hot water. They choose to do this because they know that it is cold and by the hook or by the crook you will have to find the money to restore your heat. That is unethical. One of my tenants has children and people's health should be put first. What if one of the children had gotten [redacted]? Who should bear those medical expenses?

I know they need their money but the bigger picture is that someone could have gotten really ill.

I called National Grid immediately and ended up speaking to a [redacted] because the clerk was only interested in the full payment not taking into consideration that the law was broken and I was not given the 72 hours notice prior to the removal of the meter. The [redacted] understood perfectly well what I was saying and she was kind enough by telling me that I needed to pay $1,000 before noon on 11/**/2013 and they would put together an agreement to have the meter restored on the same day.

When I went to the office in Jamaica, Queens, they were reluctant to take anything less that the full amount. They did give me an agreement with a total amount of $2,309.11 owed and I would be responsible for paying $218.19 in addition to the current bill by the [redacted] of every month for the next 6 months. They assured me that the meter would be put in by the end of the day and so I went to the building and I waited until 11:00pm that night. I then asked the tenant to listen out for them because I could not wait any longer.

National Grid called 15 mins after I left and said they were on their way and would get there by midnight. When I reached home, I received another call from the [redacted] that they would not be able to do it until the next day. I told him that was unacceptable and he said it was a final decision and that I could not do anything about it. I lost a day pay and I would like to be compensated $250 for that. I told him to contact the tenant to let him know so he could go to bed. I had him read the tenant's phone number back to me. The [redacted] had taken it from the worker who initiated the first call around 11:15 pm because he was going to let him know that he was on his way.

The next morning, the tenant called saying that he stayed up until 2:00am and no one showed up. I called early that morning and they said I was the first to receive service and I should make sure that I am there by 8:00am. I went again and received a called on or about 10:15 am that they had an emergency with the fire department and was not sure what time they would get there. They did eventually show up late and the meter was installed.

I would like the amount to be reduced to what I originally owed, and I would like National Grid to bear the cost of the Marshall and the re-connection fees associated with removing the meter. Also, I would like to be compensated for $250 for the lost wages for the day. The remaining balance I will pay.

Thanking you in advance.

respectfully,

[redacted]Desired Settlement: $250 for loss of wages for the day wasted waiting on National Grid

Not paying for the Marshall to remove the meter

Not paying for the re-connection associated with the removal of the meter.

Review: This is my second complaint in one 24 hr period.Afyer speaking to a customer service agent approximately 7 pm on 5/**/2014 I was told that a technician was in my area and would turn on my gas service to heat my home bathe my children and provide me with hot water, a basic human necessity. 5 hrs later I am still waiting for this technician. National grid has lied to me again in this 24 hr period.After 9 pm their office is closed and no customer service can be reached. I am anticipating going another overnight session at home with no hot water nor heat on this unusually cool Spring evening.Desired Settlement: I pray that national grid will prorate my service and issue me a prorated refund for the service that I am paying for, yet not receiving.This is no way to treat a decent human being. To deny me of a service that is necessary is inhumane, degrading and heart wrenching to say the least.

Business

Response:

This service was terminated as a result of non payment. Service was restored to the customer after a payment agreement was made on 5/**/14.

Review: We are unable to go elsewhere for Gas services as I believe they unfortunately have a monopoly on the area. As new tenants, we were never told we had to have a Gas account set up. We never received any letters from National Grid addressed to "tenants" and no notices or bills were sent to our landlord. They never came to our building to speak with us except once to turn our gas off and didn't knock on our door. It has now been over a week and we are unable to cook or use hot water. We filed all of our paperwork to have an account set up and turned on in our names right away, however after 4 days they still haven't "gotten" to our paperwork. In the meantime we are suffering without hot water or the ability to use our stove or oven. I view this as an emergency as a consumer of theirs is going without their services for far too long. They could not tell me how long it would take to get to the paperwork or schedule an appointment to have our service reinstated.Desired Settlement: I would like National Grid to change their policies and procedures for new tenants who are unaware of their gas utilities. National Grid should have gotten a hold of our landlord if they weren't able to contact the tenant. But they could have gotten a hold of us, had they come to our building and spoke with us, instead of just coming and turning the gas off with no notice.

Consumer

Response:

At this time, I have not been contacted by National Grid USA regarding complaint ID [redacted]. We went to the [redacted] location and had our service reinstated after paying our back payments. We were told it would take over a week to have the service turned on after having an account set up in our name and paid to date. I felt that was completely unacceptable after being so inconvenienced. I called National Grid and spoke with a [redacted] who was absolutely amazing. She sent someone right away and our service was reinstated that evening.