National Grid

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I was charged 150 dollars by the fireplace company to come out and fix he logs that National Grid workers knocked over while restarting the gas to the fireplace. They caused the logs to fall and the pilot light to fail on the fireplace they need to reimburse me the 150 dollars. They came out to replace some of their own corroded pipes outside my house I never requested the service and them shutting off and turning back on the gas to the fireplace opening and closing the door to the fireplace caused the logs to fall over and smother the pilot light. I don't accept their response.  Regards,  [redacted]

Attn: [redacted]In response to the missing information needed for my claim, the desired settlement, I wouldn't mind being refunded a portion of or the $90 I had paid them due to major inconvenience they caused me. I also would like an explanation as to why the electricity had not been put into my...

name which plate a large role in the cause of this major disruption and I think an overall explanation as to why this was handled in this way. An apology as well could go a long way.I hope this answers the remaining questions required for my filing.Please contact me at any time if further is needed.Thank you,[redacted]  [redacted]

Our policy is that we do not remove vines from the electrical equipment because of the very high risk of causing an unscheduled electric service interruption.  Such an interruption result in adverse consequences to the customers and their (as well as possibly our) equipment, our contractors, as...

well as our personnel.  I recognize they are an aesthetically unpleasing, but it is not really a safety hazard or the Line department would want it removed. Nathan J. [redacted] CTSP Lead Supervisor Distribution Forestry

I am not seeking money reimbursements,   I wish to discuss with Executive Management of National Grid regarding their policy to allow individuals to make changes to names of electric meters, without...

knowledge or consent of Landlord or property owner.  National Grid removed my name from Meter and allowed a potential tenant who was not given the apartment,  to put in their name.    Friday August   5th I had no power and did not know why - upon further review learned of this event.      We were to work on apartment Friday and weekend for (other) new tenants and were unable to do so.  I spoke 3 times with customer service, and still NO WORK ORDER was placed that day to put service in for today (Monday Aug 8), even though I requested such.   They had documented that I was 'yelling' at them, which is why they refused to do so.  Today I have no electric still - and no one appeared concerned about this matter, nor would be helpful.    Order was placed for elecctric tomorrow to return to my name.  FYI   A year ago National Grid came to my new property in Angola, NY and asked if I would be helpful and give approval to cut down trees on my property that were interfering with the power lines.     I walked property with a gentleman and allowed 8-10 trees to be taken down.     I feel I had assisted National Grid at that time, but with this experience, learned that National Grid customer service does not care about customers serious concerns.

This is in reference to your recent inquiry to the Revdex.com regarding collection calls and reports to the credit bureau. You stated that your payments are due on the 23rd of each month.  Please be advised that National Grid does not offer a set due date for the payments. ...

To avoid late fees, payments are due 25 days after the meters are read.  Because the meter reading dates may change each month, the due dates change also.  If payments are not posted on your account by the date printed on your bill, you may be accessed a late fee as well as calls from our Collection Services department. Our records indicate that you have has 11 late payment charges in the past 12 months.  I am enclosing a statement for your review.  National Grid reports to the credit bureau every 30 days and will also send a letter advising that your account will be reported to the credit bureau if the payment is not received.  Once an account is reported to the credit bureau, it may remain on the customer’s credit report up to 7 years.  However, the status will be updated. If you have any additional questions, you may reach me at 1-800-303-0568, ext 7256.

This customers meter was verified it was switched. The following corrections were made and she has a credit of $476.08. She was also made aware of the corrections. Please see attached. Closing case as satisfied. If you need further information please feel free to let me know. Have a great...

day!!    Karen

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  I will get everything together and forward it to you, but I just want you to be aware that since National Grid received my complaint, they have rescinded my deferred payment agreement even though I paid the requested amount and sent in the executed agreement.  I contacted them and asked them why and they are not even responding to me.
Regards,  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards, [redacted]   I am working with NGrid and will accept their resolution once the proposed improvements to my property have been completed to my satisfaction. Correction to the original wording of complaint summary ..I AM the owner of the property.

Ms. [redacted] contacted National Grid on 07/10/17 to ask amount due to restore payment agreement.  Customer was advised check for $150 was returned, therefore she would have to pay the $150 and also $157.94 was due 07/30/17.  Customer did not make that payment and service was terminated on...

07/12/17.  I am unable to verify that the customer was advised she had until 07/19/17 to make this payment.  Because Ms. [redacted] called the company a total of 16 times in less than a 4 hour period, our security department was notified and she received a warning.  Ms. [redacted]’s service was restored on 07/13/17 with assistance from the NYS [redacted].  If you require any additional information, feel free to contact me.  TeresaH. Customer Satisfaction & Regulatory Compliance National Grid

In reviewing Mr. [redacted]'s account, we first spoke with him on 6/22/15 where he stated he had a valid dig safe. We requested supporting documents from Dig safe and they furnished us with the field report that states Mr. [redacted] did not have a valid dig safe when he was assisting his neighbor installing...

a fence on his neighbor's property. We did explain to Mr. [redacted] that the field notes do not support his position and he would be responsible for the invoice unless he has proof that he was in the right. Mr. [redacted] simply said he would not be paying the invoice. The account currently has a status as "return for legal" due to refusal of payment.  This is being referred to our legal dept. as the customer is refusing to pay their outstanding debt for the damage incurred. Gregory Ladd Senior Supervisor - Customer Satisfaction & Regulatory Compliance

Customer's GAS meter stopped approximately August 2016 and was changed March 14, 2017.  During that time period, the customer was billed for zero gas usage.  Once it was discovered, the meter was changed and the customer was back-billed based on estimated usage from previous years. ...

The company looks at the past 3 years and uses the lowest average to base the estimated usage off of.  Per our rules and regulations, the company has the right to back bill up to 24 months for a stopped meter.  The customer was notified of the stopped meter issue, that he would be back billed and how the back billing was calculated.  If you need any additional information, please feel free to contact me at ###-###-#### Ext [redacted].  TeresaH. Customer Satisfaction & Regulatory Compliance National Grid

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Originally I was told that the amount in question of $243.83 was
added to my December bill because I didn't pay my October bill. The
original document they sent me shows that indeed my account was not
credited as being paid for the month of October. That document is
attached along with a history of  bills received and payment dates and
amounts paid. Now I have received a totally different explanation of the
amount in dispute. Attached: National Grid Bills, My payment
history in question and National Grid's original statement showing
non-payment for October. Thank youRegards,   [redacted]

This is in reference to the recent inquiry regarding a refund requested by [redacted] A [redacted]. On 02/19/15 service at 4475 HAAG RD EDEN NY 14057 was transferred into her name.  This generated a final bill for [redacted] j. [redacted] in the amount of $1379.22.  The final bill was mailed to [redacted]...

[redacted]. This final bill was not paid and, was turned over to a collection agency on 04/06/15    Attached is a copy of a letter received by [redacted] A. [redacted] dated 05/01/15 stating that she is assuming this bill.  The charges were never transferred to her current account and remained with the collection agency.  Mrs. [redacted] set up payment arrangements with the agency and the account was paid in full.  Mrs. [redacted] is not entitled to a refund as these are charges that were accrued by the customer.  Also, a final bill was mailed to the customer as well as monthly bills with a new account number showing these charges were not added to her current account.

This letter is in response to case ID #[redacted] filed with the Revdex.com, Inc by Mr. [redacted] in regards to his current defaulted payment agreement.  Mr. [redacted] has outstanding arrears on his account, and has held negotiated and minimum payment  agreements with...

National Grid. The last minimum payment agreement effective 2/23/16, defaulted. National Grid does offer customer's option to bring payment agreements current to re-instate their agreement and actively continue making monthly payments and installment to outstanding balance. National Grid can not continuously offer to put unpaid monthly bills/installments into new arrangements. Monthly bill withinstallments are required. Mr. [redacted] states new party has taken over service, and is not in need of further assistance. Sincerely, National GridCustomer Satisfaction & Regulatory Compliance

Our records indicate that the customer was previously on Direct Voucher where the Onondaga County Department of Social Services was paying her bill.  Once the voucher was cancelled, the customer was given a new account number.  The customer continued to make payments using the previous...

account number.  She contacted the company and was advised of this several times.   I have reached to the customer and advised her payments have been transferred to the correct account and, the payment agreement has been reinstated.  I also advised her that her account number has changed.  However, I did not get a chance to explain the reason as Ms. [redacted] stated she was at work and would have to call me back.

This letter is in response to case #[redacted] filed with the Revdex.com, Inc by [redacted] in regards to his usage consumption.  Meter was registering usage, no faulty meter was found to prompt National Grid to change meterchange. Sincerely,  National Grid  Customer Satisfaction & Regulatory Compliance

Hi Beth         In regards to Revdex.com complaint #[redacted] I spoke to customer and researched calls, on 4/6 in the am, customer was advised 789.43 due to restore agreement, then later that day 4/6 pm, customer was advised could actually restore with $556.49 and the...

pay the $232.94 by 4/8, 2 days later ,and  was issued a 72hr notice, so not the 19th as customer stated, as a courtesy I offered to take the $556 down payment now and we will roll the $232 back into a pay plan, to restore a plan over possible customer confusion. Also  National Grid does send medical forms to Physicians, we cannot solicit doctors to fill out medical form , if they've told the customer/patient they will not.  The customer is satisfied with the new agreement Thank youMark Mark S. B[redacted]Customer Satisfaction & Regulatory ComplianceNational Grid300 Erie Boulevard West, C-3Syracuse, NY 13202

In regards to Revdex.com#[redacted], On 5/8/17 we received a lease for this customer with a move in date of 5/1/17, same date we left a voicemail for customer that the owner does not verify on land data (the system we use to find out who owns a property) On 5/09/17 we also mailed a denial of service letter...

to customer, Customer called in on 5/19/17 asking about denial letter, Customer was advised we needed owner to send proof of ownership. The previous tenant at this address was shut off for non-payment on 6/15/17, then this customer called and we again advised we needed proof of ownership, On 6/16/17 we received a 2017 [redacted] tax bill verifying owner, also 6/16/17 order was released with a date of 6/22/17 within 5 business days of a connect order which is within rights by NYS HEFPA LAWS, The customer called in numerous times stating he was shut off incorrectly, although he was not, all NYS HEFPA rules in section 11 support out right to ask for documentation, which also protects the new customer from taking unfair portion of bill that was in previous tenants name. We were able to move his connect date from 6/22/17 to 6/21/17 per some cancelations by previous customer orders and customer was home and reconnected of service, On a side note if the Landlord told the customer he previously sent the proof of ownership, we did not receive it. Although National Grid is not at fault or breaking any laws of procedure. Customer may also call and request our claims department to see if any options available.  I hope this helps clear up the issue’s and question’s.  Thank You. Sincerely,  Mark B. Customer Satisfaction & Regulatory Compliance

[redacted], Here is the closing for this Revdex.com Complaint #[redacted]. I faxed it but I assume you did not receive it.. I spoke to [redacted] and advised her I was having the meter tested to prove that nothing is wrong with the meter or her usage. Also explained that this heating season was sub zero...

temp's for 3 months in a row. Customer also told me she has a water heater for her horse. This also could be the higher electric usage due to winter. Satisfied with us testing meter. Sincerely, [redacted]

Customer did not like that she was informed of past due amount and not the current bill. When she called back days later to pay past due, the current bill was past due.   I explained collections will only try to collect what is past due at the time, I removed late payment charges as a...

courtesy and filed a complaint on procedure to our complaint department.    Sincerely  Mark S. [redacted]