National Grid USA

Review: National Grid - without explanation, charged an additional $700.00 on bill. When called claimed that they could not read the meter for several months. Our meter is 6 feet from my front door with NO restrictions. An obvoius lie.

Received no further explanations - only disconnect notices - we continue to make monthly payments of regular bill plus an extra AGREED UPON amount each month and continue to get harrassing phone calls & letters threatening to disconnect.. We are so sick of this monthly aggravation, all the time making timely payments - They are hrrible to deal with and I am considering contacting a legal representative in addition to an oversight organization like the Dept. of Public Works.Desired Settlement: STOP THE HARRASSMENT! Explain why your workers could not walk up the driveway, look to the left & read the meter.....or is this a lie? I've seen other complaints online : exactly the same scenario....even the amounts were the same. I don't trust them...

Review: This began in June 2014 when we decided we were going to get a gas conversion because people said it would be cleaner & cheaper.Our house is older with an old heating system.We had a baby on the way so we didn't want it to be cold for our new baby that next winter.We met with a plumber and were told that the gas conversion would be done in Sept 2014.When we didn't hear anything, we inquired about our gas conversion with National Grid & we were told they lost our paperwork & it was their fault so now the gas conversion will not take place until December 2014. December came and we inquired again, now National Grid said that they only had on file that we were getting our stove converted which was again incorrect. We have spoke with several different people that told us several different things. The gas conversion finally happened on January **, 2015 so we have already had a horrible cold winter with our baby. It is now March [redacted], 2 months later & we have yet to see a bill. We have no idea how much we would be paying and now we will get a bill for 2 months? We called 3 times since Feb. to find out that status of our bill & each time we were advised they did not have our meter # on file. The fourth time we called, we spoke with an unprofessional [redacted] named [redacted] who advised that the meter # has been on file this whole time but never updated and couldn't give me our bill total. She advised she would give us a credit of $50 but we told her not to do that because we wanted to speak with a [redacted] She advised she would e-mail a [redacted] & they would get back to us. They never did. Today, we called and spoke with a [redacted] advised us that it was impossible to speak with someone higher then him. He would not give us an address of where to submit a complaints to. [redacted] did give me a estimated bill after I had to go outside & read my meter to him. I then advised him I still want a [redacted] to contact me back. He took my contact info & advised a [redacted] will contact me.Desired Settlement: I would like to speak directly to someone at National Grid in a management position. I would like to have my first two months billing waived due to all of my inconveniences. During this whole process, I was doing my duty as a customer to create an account, provide all info needed to get the gas conversion done and also making every attempt to get a bill sent to me. This is not how we like to begin a relationship with a company that is going to be long term.

Consumer

Response:

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

Review: I am being charged $26.19 for not allowing the meter reader to have access to the meter to read. I told the customer service rep that I have a small dog, that roams free in my gated yard.Also that the meter readers both gas and electric have repeatedly left the gate open, allowing my dog to run out.so the gate was locked in the spring summer and fall. If they needed to gain access to the yard all they needed to do was ring the door bell. which they apparently don't do. The rep stated that the meter is read every other month and that the date for the reading is on the bill. I told her that I am set up on direct bill payment so I never look at the bill. l did not know that a meter reading date was listed on the bill.Desired Settlement: I want them to reimburse me for the $26.19 charge for the none meter reading. Also to assure me that when the gate is left unlocked for them to read the meter that the gate is closed upon leaving my property.

Review: My gas meter is shut down and I cannot provide heat to a considerable section of my office. Last year, my meter was shut down and I was advised that there were violations that needed to be fixed. All were done by a licensed plumber, and the service was turned back on.

I tried turning on the heat on 1/*/16 for the first time this season, and heat did not come on. I had a licensed plumber come who advised me that there is no gas supply and to call National Grid. I called today and they are telling me that I have violations and the gas supply is shut down. I told them that these matters were taken care of last year and in fact, the gas company came, inspected and turned the heat back on. I was told today that I need to apply for service (a 4 page application) at this time. This seems arbitrary, time consuming and unreasonable. This is a medical office, and patient who come here tend to be very young children and elderly people and we must be able to provide adequate heat.Desired Settlement: Have National Grid send a representative over to turn on my gas meter.

Business

Response:

Dear [redacted], As a follow up with the conversation we had on Friday. We have isolated your heating unit pending work that needs to be completed by your plumber. Once your plumber has completed the work, you may contact us back at ###-###-#### to schedule an appointment for one of our service technicians to recheck the tag on your heating unit.

Review: My meter was found to be faulty back in November 2013 and replaced. I disputed charges and paid what I was told was owed on January **, 2014. In February, The bill continued to say the charges were owed. I was told that this was a result of a new billing system being installed. This happened again in March. On Monday, April *, 2014, I received notice that my gas would be shut off at the end of the month unless the charges (that I already paid) were paid again. I contacted National Grid and the customer support rep told me the account was ever credited and a [redacted] would call me back within 2 hours. Two days later, I am still waiting for someone to contact me even though I have contacted them again. My credit has been damaged as a result of their total failure to correct this issue for the past 5 months.Desired Settlement: I want an apology and an adjustment of my bill. I want a letter sent to credit companies removing this from my record.

Business

Response:

As a result of the recent conversion to a new computer system which included a change in the clearance levels afforded to the customer representatives, a delay in applying a $150 credit to the customer's account occurred. Appropriate corrections were made internally which allowed for the credit to be applied. On 4/**/14 a message was left for the customer advising of the $150 credit applied to the account. Included in the message was the Escalated Representative's name-direct phone number and work hours for the customer to utilize if any other concerns existed regarding the above issue. Also, a sincere apology for the delay in processing the credit was given.

Review: I had an oil to gas conversion in my home. National grid contracted out to bring gas line to my house. It has been almost two months and I have a huge mountain of dirt outside my house. The area next to the dirt has 5 street baracades which inhibits me parking in front of my house or Doing any landscaping work. They also left a baracades on the side of my house and need to replace the street where they dug. I have called national grid two times. The first time I filed a complaint and the second time I filed a complaint and requested a returned phone call. It has been two weeks and I'm still waiting for a response. It is dangerous backing out of my driveway as I can't see cars coming due to the mountain of dirt. It also takes up a lot of the street. My street is a two way and this only allows for 1 car to pass at s time.Desired Settlement: I would like a written response with a date when the outside of my house will be cleaned up, and I want it done as soon as possible. I paid a lot of money for this conversion and the mess is inhibiting me from further work outside my home.

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: I was overcharged for a full year with their estimates. My landlord was negligent and wouldn't let National Grid in to read the meter, but I received the meter read from him before moving out of the apartment and provided the number via the site for my last charge (which should actually be a reimbursement of months of overcharges) and instead received another bill for over $50

My meter read, as of August [redacted] (which was a day *after* moving out), was [redacted]. Their latest charge is based on an estimate of the meter being above 3000. I can no longer access my bills because they deleted them from my online account and when I requested them, they never sent them.Desired Settlement: I want to get all the money back that they charged me that was extra from what I actually used.

Consumer

Response:

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

Review: The issue is about my account #[redacted] I have a balance of 833.12 to pay for gas that was not used!!! The house is vacant. nobody leaves there & the meter was not suppose to be open. The account on the house I leave now & use gas is being paid constantly every month. ( The number for this account is: [redacted])

I am always on top of my bills & pay on time all my debits, But for this account I don't feel paying so much money for nothing.Desired Settlement: I would like to get the bill adjusted. Thanks

Consumer

Response:

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

Review: We are building a new home and need the gas service installed. Our contractor claims to have contacted National Grid 6 weeks earlier to schedule the service but never got the date. My wife and I have called a combined 40 times in 2 days asking for an answer. We've been given the run around by each department pointing a finger at a different one. The person in charge of the account, [redacted], does not answer the phone and it goes directly to voicemail (we've called this phone 2 dozen times). The customer service group on a whole has been useless. they keep transferring me to other departments (5 times it was disconnected before I got to speak to someone else). One customer service agent, [redacted], gave me [redacted]' number (again) and I asked to be transferred to a [redacted] and she transferred me directly to [redacted]' voicemail. I fully appreciate there are emergencies which take precedence over a new home installation but National Grid is a huge huge company with 28,00 employees and an operating revenue of $22B and a profit of $5B. They need to hire more employees to be able to service their customers. The customer service as a whole has been a training session on how not to treat customers.Desired Settlement: National Grid to hire more workers to service the clients. Free service to make up for the rent we have to pay because we now have to find some place to live even though our new home is ready but we can't move in because National Grid cannot schedule a work crew to hook up the gas service to the home.

Consumer

Response:

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

Sincerely,

Review: I own property and had tenants living there..They did not pay the bill owed to National Grid and I am being held responsible for the full amount of $ 8745.00 I feel this is unfair as I do not reside there .

I have contacted national Grid many times to have this straightened outDesired Settlement: I would like to have this straightened out as soon as possible..or at least come to some sort of reasonable solution

Business

Response:

This matter has been already been given to our executive department to resolve.

Review: For account [redacted] which is a 'rental property', I have the bill in my name as the rent covers this expense for gas (for cooking). The apartment was vacant for 3 months and during that time, National Grid STILL charged a minimum monthly fee of $17.50. This is the same cost as a monthly typical bill for using gas for cooking.National Grid explained that this is 'standard', that the ONLY way to avoid this is to shut off the gas EVEN THOUGH NO GAS IS USED. This is the most ludicriouis thing I have ever heard. Being charged to not use any gas.Desired Settlement: Refund of the months they charged me for NOT USING GAS.

Business

Response:

National Grid has the right to charge a basic service charge, which has been approved by the psc. It can be found in leaf 121 of the tariff. I did offer the option of turning off the gas between tenants to avoid the basic service charge. The basic service charge is a customer-related costs which would include, among others, meter reading, billing, equipment and maintenance. This charge is the same regardless of how much energy is used during the billing period. Also 5/**/14 an estimated bill went out, so I cancelled and I rebilled it for no gas usage

Review: The Gas company who serve me gas in my apartment is constantly every month sending me the invoice for Gas Service in an estimated not an actual service of gas. This is not the first time I complaint about it but no one do anything about it. Every month, every month I received the invoice estimated, I call the company, they said they will send someone to read the meter (I DO NOT KNOW HOW TO READ THAT METER) they never come to my apartment. What I have to do to someone help me with this issue. The amount of money is not a big invoice but todays days every cent count. thanksDesired Settlement: I will like to stop sending me estimated invoices and send me the real service of gas per month. I used to pay for gas $11.00 now everymonth is more and more and more. Also I would like them not to tell me to read the metter because I do not know how to read that thing.

Business

Response:

09/**/13 --- Presently waiting for the customer to return my calll

Review: The gas provider is over charging me since last November. My account is on auto pay. They took payments on 1/**/2014 $249.4012/**/2013 $135.9512/*/2013 $16.2211/*/2013 $40.97when my monthly usage is ranging only $12 - $17 over the years. They sent meter reader on March *, 2014 and issued only one refund of $297.08. Although I'm using gas continually but the excessive charge of over $100 should be refunded immediately. They have no right to hold excessive and wrong charges against my possible future usage.There are should be some measure that the gas company can red flag itself. The charges of a regular residential customer used $249, $135 a month were completely unreasonable and it should not have occurred in the first place. Yet, the gas company made no move, took the payments out of my account anyway. It was only when I looked at the unusually high bills did I contact them. This sort of behavior is totally unacceptable. I contacted them yesterday and today, was unsuccessful to speak to a [redacted]. A [redacted] supposed to call me back yesterday but no one did.Desired Settlement: refund me immediately.

Consumer

Response:

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

Sincerely,

Review: There was an account that was opened under my name without my consent using my SSN#. The address where these services were turned on was [redacted]. I no longer live at this address and my x opened an account there using my social. I filled out a dispute form and sent it in to National Grid they have failed on numerous occasions to help me resolve this issue. I truly feel as though it is very unethical that this company would allow several accounts to be opened at the same address and they are not receiving payment. I do not live at this address the account was opened Oct 2011 I did not live there at this time and there was not an account opened prior to me moving out of this address under my name. Since National Grid refused to resolve this matter it has since ruined my credit because the account went into collections. The National Grid account # is [redacted] I would like to have this complaint address immediately it has caused me to get turned down for apt's due to it tarnishing my credit.Desired Settlement: I would like to have this account removed from my credit report I have a bill of $1179.79 for account # [redacted] for services I never used in my life.

Business

Response:

Dear [redacted] :

Review: Routinely, National Grid are supposed to inspect my gas burner. When they are supposed to do this, I come home to find a note on my door saying they missed me and a number to call. When I call the number, I wait on hold for over 30 minutes. The person tells me they can't schedule it, because their schedule is filled up and the new schedule comes out tomorrow - so, why did I wait on the phone for 30 minutes.

I am willing to stay home, and multiple years I have gone without an inspection, because their scheduling system is too limiting. This seems like a scam - they say they have to do it, but don't make it convenient for the consumer to do, so they never do it.Desired Settlement: I want them to come and inspect my system at a time when it is convenient for me. I don't want to wait on the phone for a half hour to have someone tell me that they can't schedule it, and I have to call back tomorrow. I want to feel safe in my house because it has properly been inspected.

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,[redacted]

Review: Back sometime in February National grid responded to a gas leak. It was determined that the leak was coming from a pipe on my property. They had to dig up a portion of my property, which included my brick garden. I filled a complaint with pictures showing the damage. I requested a number of times if someone can come out to go over the damages. All I was ever told was that [redacted] a company based in queens had the contract to do the job. No one ever went over a thing with me. [redacted] came out on March **. they were going to patch just two squares of concrete, but I showed them the rest of the damage to my back and front. They agreed to do the back but said they could not do the front because it was to far from the digging site. I also showed them the damage to my brick garden and they agreed that National grid had to replace the shrubs and to notify them. If someone had come out and went over the damage from National grid I would not be filling this complaint. I sent national grid pictures of my cracked piece of concrete in front of my house and my garden which was destroyed. The adjuster who is based all the way in brentwood long Island said she would try to get out to Staten Island. Her name is [redacted] ###-###-####. the front piece of concrete was cracked by a national grid backhoe that was parked on my sidewalk for 4 hours, which is probably against the lawDesired Settlement: concrete repaired in front and replace soil and scrubs in garden

Business

Response:

I called the customer and left a message. we will be out there today 4/**/2015 to do inspections.

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: National Grid opened the sidewalk in front of my property in order to run a new gas line. When they did this, they damaged one of my sprinkler lines that is located at the curb. I contacted them last year before the system was winterized and was told it was repaired. I was unable to confirm because by the time they responded the system was winterized for the season. I opened the system 2 weeks ago and it was discovered the repair was not done. Instead of repairing the line, they removed it completely. I have contacted them several times and nothing is resolved. Each time I call I am given a slew of excuses--I am told it's not their responsibility; they come up with different questions or excuses to delay a resolution; they make accusations against my contractor or insult my capability as a homeowner. Either way I am fed up with their actions and find their practices extremely deceiving.Desired Settlement: I expect National Grid to PROPERLY repair the damage they inflicted on my property so that I have a fully functioning sprinkler system OR reimburse me the cost of repairing it myself. I have provided them with an estimate of $660.44

Consumer

Response:

I obtained the name of the contractor hired by National Grid (which was Network Infrastructure). After several discussions and intervention from my Mayor, they have paid in full for the damage. Thank you.

Sincerely,

Review: My gas stove does not work and I cannot prepare food.

National Grid "says" the line is unlocked.

My landlord's maintenance technician confirmed today 2-**-2015 that the connection "box" for 3d, my apartment is locked, I witnessed this fact.

My acct: number is [redacted]

RATE ** res. heating.

National Grid has cashed my deposit, 11-**-2015 and billed me to date, however National never turned on the service, they contend in a very rude way that I am wrong and they are right.

What can you do?Desired Settlement: Service turned on and credit for non-service applied

Review: National Grid is charging me for the month of April, for my old address. I still have national grid as my gas service provider, with a new account and a new address. The day we called to connect service to our new address, I disconnected service to the old address. However, National Grid is still charging me for the old address. I called to rectify this issue. The customer service reps was extremely combative and for some reason failed to see the problem which is very easy to see. After all, why would anyone keep service on in an apartment they no longer live in and how would that not be mentioned when connecting service in my new apartment.

Old Account # [redacted]

New Account #: [redacted]Desired Settlement: Please send a new bill reflecting the correct charges. National Grid customer service reps are impossible to talk to over the phone and I will no longer attempt to do so. If I call to connect service in a new apartment and I disconnect service in an old apartment, I can only take the rep's word that she has disconnected the old service....

Business

Response:

Account was closed and adjusted to the date of April *, 2014. Customers final bill dated from March **,2014 to april *, 2014 was mailed to the new address.

Review: Approximately on or about 7/**/13 thru 7/**/13 National Grid came to the front of my house, regarding a possible gas leak in the street (not inside my home/basement) For the next several days, they proceeded to fix the gas leak they found. They dug up the street to repair the gas line that was leaking gas. During this process a hole was dug in my sidewalk. This was done, as I was told to determine if there were any more gas leaks in and around the street in front of my home. The hole that was created on the street was filled in and brought back to it's original condition, with tar/asphalt etc. Just like it's supposed to be according to street/building codes. The hole that was created on the sidewalk was not filled in with cement as is required by city codes. Instead a black asphalt substance was used to fill in said hole. I have called National Grid twice regarding this matter. First time was 7/**/13 and then again on Aug.*. Both times I was told this matter would be addressed and that someone from National Grid was to contact me as to when the hole would be properly repaired. To date I have not heard from National Grid. So my complaint is that there is a hole on the sidewalk that was filled with some sort of black asphalt. When the hole needs to be brought to original condition with cement/concrete as is required by city code.Desired Settlement: As I stated in previous section. I want National Grid to repair/ fill in the hole on my sidewalk which they created, with cement/concrete. As is required by city building codes.

Business

Response:

09/** --- Natiional Grid is schd to repair the sidewalk on Tuesday September **, 2013.