National Grid USA

Review: Good Afternoon,

We had asked National Grid for a one week extension of our due date on our natural gas utility bill. They granted it with no problem and had told us we had one extra week to pay with no penalty (due 7/*/2014; now due 7/**/2014). We received the following months bill with a charge of $10.47 late payment charge on 7/**/14. We had called them to correct the issue and they had said there was nothing they could do. This is an unethical practice that needs to stop. This was the second time they have done this to us in the past two and a half years we have been in business.Desired Settlement: Refund of the late fee charges, as we had been told we would not receive.

Consumer

Response:

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

Sincerely,

Review: National Grid has charged me a $26.13 fee for "Non-Access" which I do not have control over in my building.

They have also charged a $13.60 charge for "Miscellaneous"

I have, in the past, given National Grid the information for my landlord who controls access to the building and they have not used it to try to enter and get a reading.

I refuse to pay for charges that are not the result of my negligence AND are not itemized properly.

I expect a full credit for the $39.73 balance being held on my account.Desired Settlement: I expect a full credit for the $39.73 balance being held on my account.

Consumer

Response:

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

Review: National Grid has charged me a $26.13 "non-access" fee for my bill dating 2/*/15.

I'm not sure how I am responsible for non-access as this is something controlled by my building's landlord.

Additionally, it seems like an arbitrary amount to charge a customer for a service [redacted] may or may not have received.

I'd love to understand what the actual gas usage was for this month and be charged appropriately.Desired Settlement: Refund of these charges

Consumer

Response:

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

Review: On 8/*/2014 I converted my heating system from oil to gas. I used a lic. plumber and installed a boiler and thermostat that were approved by National Grid. My claim for a refund was denied. After many dropped calls in mid conversation, numerous hours on hold and continuous ringing of an unanswered phone I am seeking your help to get my refund. The equiptment that was installed is Burnham Boiler # [redacted] - $860.00.

Honeywell 7-day programmable thermostat - $25.00.Desired Settlement: Please aquire the rebate for me.

Review: National grid shut off the gas supply to my stove. They did not give me advance notification. I called to have service restored. I had to weait about 5 days for the appointment. I waited for the service man from 1 to 7 PM. he never showed up. We got a call at about 9 PM stating that he could not make the appointment. We scheduled a new appointment for the next day. I waited several hours. A service man showed up and I escorted him to the meter room to have service restored. But he told me he was sent to me to read the meter only. He could not turn on the gas. I had to schedule again for the next day. I asked if they could give me some priority, considering all the mishaps. They were no help to meDesired Settlement: Send a technician to me at a reasonable agreed to time. I should not have to wait at home for 6 hours at every appointment

Review: I received a bill from this company in the beginning of January. It stated I owed $119.00. I called them at the end of January to tell them that my bill was grossly under estimated and read my meter reading to them on or approximately on January [redacted]. I received a corrected bill. At this point my meter reading would be from December 2013 to the end of January 2014. The corrected bill states the dates of the meter reading is from December [redacted] 2013 to January [redacted] 2014. When in fact it should state from December ** to January [redacted] 2014. I paid the rest of the due balance of $420.00 on 02/**/2014. I then received another bill from them on February **, 2014 for the dates of January [redacted] to February [redacted] 2014 in the amount of $522.00. I have tried to in the past as I have had issues with them before that their bills are incorrect but nothing seems to change with them. According to their new bill I owe them from January [redacted] and February [redacted] 2014. When in fact it should state from January [redacted] to February [redacted]. Or to stay within their billing periods it should state from January [redacted] to February [redacted].Desired Settlement: I would like a bill that is correct and reflects correct dates. I would also like for them to come more often and read my meter. I also do not feel that I should have to pay any late charges or anything else until my issue is resolved!

Consumer

Response:

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

Sincerely,

Review: My national grid account number is [redacted] and my gas was turned off after I attempted to pay my bill online. I usually pay online but due to changes to the national grid website I was not able to log on or re-register to pay online. I contacted them by email because they could not be reached by phone. I could not stay on hold at work for so long. I then emialed but they offered no guidance to keep my service from being terminated. I tried to call in a payment but could not stay on hold. I have no gas, hot water and a 5 year old in my home.

I would like to know how I can report National Grid to the State of NY or my local town for what they have done to my kid. I want to pay my bill but they are not working with me. At this stage I can't buy a money order and mail it. Who knows when they will turn on my gas. I will have to call my kid's school and tell them - I have no way of giving her a bath. Should I take her to a shelter to be bathed? Because I have no relatives. And I can't cook for her. They need to contact people when I emailed them and they should have given me proper guidance.Desired Settlement: I want them to not charge me for paying my bill and I want my gas on asap - I have a kid!

Business

Response:

Customer last payment to National Grid was December 2013 in the amount of $100.00. Customer's account was locked for non payment on 3/**/14 for the amount of $959.11.

Customer made full payment via our website on 4/* for the full amount owed of $959.11. Service was restored on 4/*/14.

Review: National Grid set up an appointment with me at 2:00pm on a Saturday in February.

They sent me 3 reminders to be there at 2:00pm over phone calls.

The workers came early and our buzzer is broken.

I told the workers I would contact my roommate, who was home at the time, to come out and let them in.

Once she went outside to let the workers in, they had left.

I received a bill with a $13.61 fee for not being at the appointment.

I called National Grid to explain the situation at 12:49pm on 03/**/2014.

The young lady I spoke to was extremely rude and defensive and refused to refund me the money or listen to anything I said.Desired Settlement: I would like the $13.61 taken off my bill.

If they are not going to show up at the time the appointment was scheduled, then I should not be charged for them leaving before my roommate could get to the gate.

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 relocated on April ** 2014 and moved from my New York address to Ohio. I called national grid the first of april to set up the disconnection dates. I set them up for April ** 2014. I vacated the property and turned off the heat.

When I set up the disconnect notice I was under a monthly billing contract however the representative said they would send me a final bill. I received a threatening notice dated April [redacted] stating I BROKE my contract by not paying my payment due for April.

the ammount due was 220.00 since time I have received 2 additional FINAL bills the last one for $560.00-- my apartment was a one bedroom 400 sq ft above a commercial space. and the heat was completely turned off.

I called May ** when the final notice reached my new address and the customer service representative was smug, rude and REFUSED to provide me with a [redacted]

There is no way my usage was 300 for the month of aprilDesired Settlement: I want a complete accounting of my account, I want all payments applied. I want a manual reading of the meter and an explanation of all charges for the last year. I want an apology for the nasty notice and the lack of communication. As a consumer I did the responsible thing and set up in advance and notified National Grid.

their customer service is like dealing with the Mafia, they are threatening nasty and rude.

Review: I was a previous customer of national grid. In may 2014 I moved from NY to TX. I received my finale bill from national grid in June the bill was $540 my normal bill was $60-$100. I called national grid and they asked me to fill out and fax back a dispute form which I did on 6/*/2014. between June and September I madder multiple phone calls to national grid. Each time I was told it was under investigation and was advised not to make any payment. I was also assured the bill would not go to collections. On 9/*/2014 I received a collection notice from a collection company pertaining to the bill. I once again called national grid. They removed my account from collections and stated that I should not pay and it was under investigation. I made over 10 calls to national grid between September and November each time I was told a [redacted] would call me back and they never did. On 12/* I once again received a letter form a collection agency pertaining to the bill. I called national grid again they stated that a [redacted] would call me back they did not. so I called again I finally got a [redacted] on the phone (on 12/[redacted]) she claims they never received my original dispute form and that she would not remove my account from collections and that I owed payment in full. I asked for her [redacted] she claimed he would call me back in 10 minutes that was over a hour ago.Desired Settlement: I would like my bill corrected to the proper amount.

Business

Response:

National Grid apologizes for the inconvenience and we would like to resolve your concern. Please include your nationalgrid account number and the address where you were living.

Review: Gas line was not opened when promised (2-3 bussiness days). Excuses regarding legal holiday (Martin Luther) was given, but we saw active service cars from the agency in the neighborhood. It is already a week end we are still waiting for gas.Desired Settlement: imediete service

Business

Response:

01/**/14 --- [redacted] gas service has been turned on at his premises. If he has any further questions refer to [redacted] --- [redacted].

Review: We were charged for services that were not rendered. We just purchased a house and the previous owner closed their national grid account. When I called national grid to schedule an appointment to install a meter as well as open an account for late september, they told me that they could open up an account for us on July [redacted] BUT not charge us until the meter was unlocked and installed. So we scheduled the meter to be installed/unlocked in September [redacted]. However, we received a bill on August [redacted] stating that we had to pay a fee for July [redacted] - August [redacted]. I called their billing office to dispute the charges as 1. we do not live in the house and there are no appliances so there could be no gas in use and 2. The unlock/meter installation is scheduled for September [redacted] so there is no way that any gas could be used anyway. The customer service agent said he could not help me but then could not reach a manager. Also he said if we wanted to dispute it I would need to provide him with proof that national grid said they wouldn't charge us until they installed/unlocked the meter. I stated that the proof is in the phone conversations and that they have the tapes so he should send me all the recordings attached to my account. He said he couldn't do so. All to say, they are basically not helping us to dispute the charged and was very abrasive and not helpful in this process. As they did not state that there would be account charges even though they are not sending any gas or even setting it up.Desired Settlement: For them to waive the charge as no services were rendered and the charge was not communicated to us prior to the bill.

Consumer

Response:

At this time, I have not been contacted by National Grid USA regarding complaint ID [redacted]. Should I contact them again? Thanks again for all your help.Sincerely,[redacted]

Review: I am disputing account number [redacted] with National Grid because I have sent several dispute letters to the credit bureaus and it comes back verified every single time. I have contacted National Grid to get the method of verification and debt validation on this account and they not provided me the information I have requested per the Fair Credit Reporting Act and the Fair Debt Collections Practices Act. The account is also being reported as an Installment on my credit report when this is a collection for a utility company. My date of birth is 12/*/1982 and my social security number is [redacted]Desired Settlement: Because this company is in clear violation of the Fair Credit Reporting Act then I ask for both of this item to be deleted from my credit reports and to be provided with a letter stating it will be removed for violating the FCRA and FDCPA.

Consumer

Response:

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

Sincerely,

Review: National Grid has been giving me estimated readings instead of actual readings because if this I've been excessive charge for gas that I have not consumed the meter read 4,739 therms which is the consumption of a fully run hospital immediately contacted them again and the found it was an error on their part a supervisor called me on the * of November to confirm my readings were wrong and that the matter would be taking care of and I should receive a refund of 1,739.00 which I've yet to receive . To make matters worse they say ESCO who deliverd the gas charged me 2,200.00 which they never were never authorized to do. I called ESCO as National grid advised me to ESCO confirmed the error and said that it would be settled as soon as National grid send over the data info from July 2013 thru September 2013 showing the exact amount of gas consumed they have yet to coincide with one another a supervisor called me November [redacted] to confirm that the info was being faxed over . Today 12/*/13 I called to touch based with both companies and ESCO ([redacted] ) said their still waiting so I called national grid back to verify [redacted] was by fax machine literally waiting for fax to come through ... Now national grid is saying they just went into conversion 12/*/13 and they don't have all of the complete notes I have two kids and have been without gas since October I went through Thanksgiving without any gas I don't think I'll be able to handle Christmas without heat I've called channel ** , help me [redacted] and anyone else I could think of I seriously need this matter looked upon ASAP both companies are giving me the run around but both take full responsibility for the error and state that it's their mishap this has been in on going dispute and something needs to be addressed ASAP I'm a tax paying citizen of the US and I'd appreciate this matter be investigated ASAP ..Desired Settlement: I would like my services to be shut back on and a refund of 1000.00$ for the inconvenience I endured during this brutal winter season I had to buy electric heaters to keep my daughter room warm which spiked my light bill dramatically which I would like to be reimburse for as well from 10/**/13 to current until this matter is settled ASAP

Consumer

Response:

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

Sincerely,

Review: I moved into my current apartment on 12/**/2013. As soon as I moved in, I called national grid to open an account. However, I got a letter after a month saying they need copies of IDs so I faxed them, as I was instructed in February. I have confirmation for that. Then I waited few months but didn't receive any bills so I wrote a letter asking why i'm not receiving bills even though I did what they said(sending IDs) and I need help. Although I finally received a bill online yesterday, bill starting date was 12/**/2013 instead of 12/**/2013. I sent an email explaining it's wrong because I moved in here on 12/**/13, I called to open the account and was accepted that my billing period starts from 12/**/13 so I want a revised bill. Their response was totally disappointing. They said they want IDs again. For what again?! Even though I am the one who's paying, I've been reaching out to them, been patient and waited a long time for response. Half a year has passed and finally received a wrong bill which they refused to revise and demanding IDs again. This is totally unacceptable. First of all, they said they opened the account as of 12/**/13 when I first called the customer service to open an account. This means they are charging me for the days I didn't even have an account. If they needed IDs or lease proof or whatever, they should've told me first but they didn't till now!! It's the end of June and this is obviously the consequence their negligence. I want apology and revised bill right away. National Grid is trying to make money by making things difficult for their customers. All I wanted was a bill so I can pay. Now I have to fight for a correct bill. I can't believe they are doing this to someone who's willing to pay. Please help me!!

Business

Response:

The bill has been adjusted to reflect the customers date of 12/*/2013

Review: This complaint is actually directed towards National Grid's Long Island Operation. I was overbilled by a wrong meter reading to the tune of $700. My bill was supposed to be $160, and I was charged almost $900. I was contacted via email on December **and told that I would receive a check in the mail within 5-7 days. It is December [redacted]and I still have not seen a check. The last time I called the representative called me "nuts" and that there was nothing he could do about it.Desired Settlement: I want a refund, and I also want the overage charges that occurred when National Grid overdrew my bank account.

Business

Response:

I received the case on 2/**/14, he did received check and cashed it. He claimed to due to our error caused return check fee, which he sent me a copy, and I refunded 45.00 for the return check. [redacted]was satisfied.

Thank You,

Review: After closing my account, National Grid is sending me a bill with $72.33 balance. I asked them to use the $100 deposit I paid in cash to open my account on October *, 2013; however, they claim they don't see a deposit on the account. In fact, National Grid claims that the account was opened without a deposit in February 2014.

I believe this is some systematic error in National Grid's internal systems when they made the transition from [redacted] to [redacted]. The account was opened on October *, 2013.

In any case, I have the receipt from October *, 2013 proving I paid $100 deposit to open my account but no one seems to be able to do anything about it. The customer service staff does not appear to be empowered to do anything, and is more than eager to transfer you to death in the blackhole bureaucracy called National Grid. In fact, when I visited the Brentwood location today the representative (Gayyell) first dismissed that the receipt even belongs to National Grid. Even though the receipt clearly says National Grid LI; instead, she told me to go to [redacted]. Luckily, [redacted] was just a cubicle over. So I had to get the [redacted] representative to walk over to with me to Gayyell so she would even acknowledge this was a National Grid receipt. At that point, the trust was already gone. But still, I let Gayyell use up 45 minutes of my time to only tell me that she cannot find a deposit on my account, easily dismissing the receipt in my hand. Finally, she told me she will open an investigation but cannot promise that someone will get back to me. She suggested I call the customer support phone number. I even offerred to pay the dubious bill so they would not send anything to collections, but she told me that she could not guaranty that it would still not go to collections.

When I called customer support, they asked me to go to a National Grid office or to fax the receipt to their billing office. No one it appears, wants to resolve this issue that in my mind should take maybe 5 minutes to resolve given that I am presenting the receipt in person. I am sending the fax, but I don't expect anyone will get back to me.

As a result of the terrible customer service from National Grid, I am hoping to involve the Revdex.com to get me out of this bureaucratic nightmare.Desired Settlement: I think the resolution is pretty straightforward: acknowledge my receipt showing a $100 deposit was made and adjust that to my final balance of $72.33 with the balance being refunded to me.

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: National Grid turned off our gas without any notice whatsoever, and even though we have provided all the required information to have to turned back on, they are saying it could take over a week. Under normal circumstances I would not complain, but because we had no forewarning of the problem, I think it's unconscionable for them to deny us service.Desired Settlement: immediate return of gas service.

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:

National grid came and turned our gas on, but not to the level it was at before, as our burners barely work on the stove top. We need this resolved immediately.

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

Sincerely,

Consumer

Response:

After a lot of back and forth, time wasting, and SIX WEEKS with no gas, National Grid finally opened an account for us and turned it back on. It turns out they didn't even put in a meter for us in the first place. Disgusting business practice, we were treated with total disregard by rude employees.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: NG has been running gas through [redacted] for the past few months. I had to send in my application 3 times before it was even recognized which was the first time I became skeptical of NG.

My driveway is currently ripped up and I want the line run to my house before I have my over 10k driveway laid down. NG said that they would have to work on part of the driveway. This is the only place I can have gas run as well. I spoke with numerous NG crews and subcontractors who said that should not be a problem with all of the work being done on my street and the village. I even got the village building inspector to approve it.

The problem I have is the lack of follow through and returned emails. I was promised an email with a decision on 9/** from Priya D[redacted] and never received one. I reached back out to her on 9/** and still never heard back. This has been a common theme dating back months. With winter approaching I need a decision if I can get the line run so I can get my driveway paved. The people that I have dealt with are Priya, Sarah K[redacted] and Lillie M[redacted]. I have complete email documentation of ALL my communications and their lack of replies.

I am willing to completely move my home over to gas but with this lack of customer service and response I am very hesitant. The NG crews and subs could not have been nicer. They were very surprised that NG would keep me in the dark and not run the line especially with all the work being done in the neighborhood and village.Desired Settlement: I just want to know if NG can run the line so I can get my driveway paved before winter. I want gas and to be a customer of NG but to have a brand new driveway ripped up its not worth it. I have been waiting a long time for a decision and the lack of follow through is disappointing to say the least.

Review: National grid replaced it's pip lines by my house about a year ago, they broke one square in my sidewalk but never replaced it. I called the company two times before and I was told a service request is open for and engineer to look at the issue but no one ever came or fix the broken side walk.Desired Settlement: I need the company to replace the part of the side walk where they dug for the pip and left broken.

Consumer

Response:

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