National Grid Customer Reviews (January 2025 Update)

Updated: January 2025

The best review categories for National Grid are their billing & account management system, with an average of 2.4 stars, and their customer service, with an average of 2.2 stars.

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Recent Good Review from Chelsea

You Know One, You Know Them All

This review is strictly about the automated service and customer service, the twin evils of many corporations' support paradigm. Like Verizon, for example, the automated system, chat, etc need to be overhauled and streamlined to make it more user-friendly. They discourage customer service by routing you to a chat or their website. Then by the time you actually reach someone, you are on your last nerve. Customer service should not be outsourced abroad,which perpetuates the stress. Sometimes the reps are rude or arrogant or talk over you.

Time for a change.

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Likely to recommend

— Chelsea from Oswego, NY on August 12th, 2024

Most Recent 5 Star Reviews

5 Customer Reviews Written Overall

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Selena (New York)

I wish to commend National Grid for their employee Selena (representative in NY), whose empathy, professionalism and problem solving skills are Superior!
Well done National Grid, Selena of NY is a tremendous asset to your brand.

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— Tina Hartigan from Brasher Falls, NY on July 10th, 2024

Kathryn in customer collections

Definitely a five star experience! Kathryn went above and beyond to help me! She didnt rush me and helped me find information I desperately needed. Thanks soo much !!!! I have previously dealt with Amara and she was also stellar!!

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— Joan from Gloversville, NY on June 10th, 2024

Power Outage

I just wanted to thank the folks who worked so hard this last storm in the capital district 3/23-3/24. We lost power 6:00 pm on 3/23 and it return at 9:30 pm 3/24. They were working on ours for about 3 hours out in the cold weather. We were cold too, but we were inside. Big Difference. I just wanted to say thank you for all the hard work you do and that your are greatly appreciated.

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— Kathleen Kosek from Latham, NY on March 25th, 2024

Wonderful

I just got off the phone with a miss Danielle from National Grid and she was so nice and funny and answered all my questions with kindness and respect! I hope they give that women a raise!!!!

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— Kimberly Sm from Buffalo, NY on December 8th, 2023

National Grid was the easiest part of moving into a new place

Utility companies and other assorted connections tend to be made more complicated than they have to be. Nation Grid was clear, patient and gave me all the time I needed, rather than adding another source of stress to moving in. The experience with tham has been simple, without hassle, and I certainly wish all utility companies were more like national grid.

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— from on January 26th, 2017

Most Recent 4 Star Reviews

4 Customer Reviews Written Overall

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Customer service For Raymon

I live in Woodside Queens, NewYork .We had a gas leak long time ago on our apartment house it smells gas sometimes more and sometimes less and people on the downstairs smells more then us ..ConEdsion guys came and check outside on the streets and couldnt figure it out..And today someone downstairs call the fire fighters and they checked & they said its gonna go away just open the doors & windows for 30 minutesAnd later on the ConEdison guy name Raymon came & he fixed everything, he was very professional & experienced..He is very nice I thank him for his service!!! Appreciated

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— Bijaya Acharya from Woodside, NY on October 16th, 2023

National Grid

We have had no problems with our service so far. Bills are timely and clear. Service is consistent.

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— Leslie from Brooklyn, NY on February 22nd, 2017

Great service

This is really a great service ive never had any problems they always worked with me

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— Lena from Buffalo on January 4th, 2017

National Grid Review

Pretty simple to use. Prices are fair and consistent each month.

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— NG1994 from Buffalo on January 4th, 2017

Most Recent 3 Star Reviews

1 Customer Reviews Written Overall

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You Know One, You Know Them All

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— Chelsea from Oswego, NY on August 12th, 2024

Most Recent 2 Star Reviews

8 Customer Reviews Written Overall

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Needs improvement

First of all, I want to say that every customer service representative was extremely nice and I truly believe they tried to help. With that said I have set up service with a number of electric companies due to moves related to my career. I am flabbergasted at how incredibly difficult setting up service with National Grid has been and how many flaws there are in the system that make the customer experience Difficult. The key points are lack of communication and faulty Customer facing systems. This includes the website, the app, and the communications you receive regarding your account. So if youre going to use this company, you need to make sure that you are tracking when you might owe money, checking your account to make sure everything is correct, and calling customer service. so lets talk about using the phone system. I have never heard a verbal prompt which so much scorn and derision as National Grid. No matter what prompt you enter youre going to get an automated billing statement and theyre going to make you do this a minimum of two or three times before you get any other option. Meanwhile, the voice prompt keeps saying Something like I WANT to help you BEFORE I can help you I need more INFORMATION and then sends you back to the Billing recording which youve already heard two or three times. I have learned the only way to get help is to say (or yell) customer representative regardless of the prompt. This will eventually get you to a customer representative. This person will do what seems like the best they can to help, but it seems like the system creates glitches anyways. so I ended up with an account that I did not did not know existed and A second account that did not exist on their end but showed up in my Web portal. Meanwhile, I owed money on an account I did not know existed and saw a zero balance and inactive statement on the account that I thought did exist because that was the account they gave to me in the first place. Signing up for Scheduled payments doesnt work and everyone on the customer service and said that that can be super glitchy and Im not the only one with problems with that. So now I can kick it like its 1980 and send a paper form with my bank information if I want to or just not use that option. Or I can verbally give my bank information on a recorded line which seems pointless since the account already has my bank information so why would I need to tell it over a recorded line again, and just where are these recordings stored and how protected is my bank information now that it is in a recorded phone bank. And God help you if you try to navigate the app. Even though you download it and enter your account number it acts like you have no account with National Grid and links to absolutely nothing on the website account so, whats the point? This app has one star and I can absolutely see why. Its hard to believe this provider provides a service to such a wide service area, and yet they act like its the early 2000s. It seems almost criminal the lack of priority and support they give to the customer side of this business. they need to improve and upgrade and update everything about their system. The people who are helping me are extremely nice and I truly get the sense that they are doing everything they can. But I get the sense they are limited in what they can do. So if youre going to use National Grid, make sure you know everything. Triple check that your account is active and you can see the account and the balance. Triple check that you have set up a payment account and that somehow the system has not removed that or removed the auto pay that you had originally set up. Triple check that everything is going as planned so that your Credit score doesnt get messed up because National Grid has a terrible customer experience and a very glitchy system. I dont know if this will make any difference to National Grid but if someone else is aware of these issues and knows in advance how much work and attention they will have to give in working with National Grid at least that will benefit someone. If I had the option to go with a different provider, I would, but I am a renter and so this is what I need to do. Sidenote, I talked to someone who lives in the same town who ended up getting billed for someone elses electrical bill (they had moved but the company did not follow through on removing them from the account) and they ended up having to pay thousands a dollars or have their credit score ruined, even though the account wasnt even on the place that they lived. They thought since they had done everything they were supposed to that It was not an issue anymore, and found out months later that there was an account with their name on it in arrears, and it was going to impact their credit score. Given My experience With a ghost account that was inactive and an active account that I knew nothing about But owed money on, I completely believe this. So I did have the heads up early that there are some serious glitches in the system with this company.

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— D from Cortland, NY on September 13th, 2024

Customer service

Very slow to act on customer concern, rude, arrogant phone interaction. Tell lies straight to your face. Zero chat support. One sided company.

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— Gie from Schenectady, NY on May 28th, 2024

Fix Your Company

Supposed to get heat for my house today, Friday. Apparently the guys came and left. No phone calls. Didn't come to my door. Nothing so now I have to wait until Monday to have heat or hot water bc this company doesn't know what they're doing. Any way they can get money they're happy to do and they know well come crawling back because theres no other gas companies. Complete B.S.

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— Another Unsatisfied Customer from Ilion, NY on November 18th, 2022

Highly Disappointed with Service Termination Process

I requested in person a termination of service on 9/8/22 for the end of the month. Come October, I find out I owe money for 10/1 - 10/17. I call them and the first representative says she sees the request to 'maintain' service until end of September and then terminate, but it wasn't done until 10/17 when the new owner of the house decided to move in. She said it was clear and she needed to transfer me to the billing department for a credit. I get on with them, they deny seeing the request even though the first person said it was clearly in the system. I now have to file a dispute and justify. This is ridiculous. I have been a customer for 20+ years in various houses. This is not the way to do business.

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— Unhappy from Mechanicville, NY on October 18th, 2022

Use National Grid if you like throwing away money

I haven't had an issue with National Grid aside for the fact that they charge me more than twice as much just for delivering utilities than the amount I owe in actual utilities usage. My bills should not all be $100-$150 when I'm using like $30-$50 worth of gas/electric. I understand if there some amount they have to charge for delivery but what they're charging now is ridiculous.

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— Insane Delivery Costs from Albany, NY on April 25th, 2022

No good experience

Twice I had to wait 5 hours with no clarification of when the gas technician was coming just for him to come at 750pm after waiting 5 hours, in the car with my young daughter. It is cold and we are tired and just wanted clarification of when he was coming to not waste our time. But of course time wasted. They have to do better because it is not right.

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— Ashley F. from Springfield Gardens, NY on March 3rd, 2022

Worst Customer Service Ever!

Customer service is terrible. Last time I called to question my bill, it took me nearly 20 minutes to get a live person. Very frustrating and makes me feel like they don't even care about their customers.

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— Blanca from Staten Island, NY on February 24th, 2017

National grid review

Too expensive

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— RS from Ronkonkoma, NY on February 14th, 2017

Most Recent 1 Star Reviews

22 Customer Reviews Written Overall

Read All 1 Star Reviews

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Awful service at best

Power has gone out more than ever this summer. I pay more in delivery fee and they cant even deliver power. I understand this happens but the service to restore is awful they have no idea what they are doing and estimated time to restore is not even close.

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— Theresa from Mohawk, NY on August 30th, 2024

Don't do net metering with them

Doing my environmentally responsible duties by purchasing and installing a wind turbine and solar panels on my house we were forced to do net metering with National Grid. We were off the grid for more than half the year and used our banked KWhours to cover the winter months. We have since moved out of our house and I have spent the last 2 months trying to get National Grid to pay me for the 859 KWh of banked electricity. They are finally going to send me a check, however... My calculations from what they were charging me for electricity they should be paying me $160.52. Instead they are sending me a check for $23. Their lame excuse is that they don't pay out as much as we pay in. The big power companies need to be stopped from being so greedy. They care more about their profit over the customers.

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— Paul from Delevan, NY on August 28th, 2024

Lock up my account for no reason

My account/meter was locked on 7/5/2024 for no reason. When I called they told me that my account was inactive for a year. It is not true as I have using gas up to the point they came in to lock the meter. They said I need to hire a licensed plumber to do a pressure test and then apply to turn it on. The test costed me $450 and the application will cost $5500. I am going to fight this and demand then to turn on my meter immediately. It is difficult to talk to their customer representatives because they dont listen and their decisions are the rules. I am complaining to the commissioner of public services.

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— Rocky from Arverne, NY on July 20th, 2024

Horrible linemen

We have underground wires that go above ground about 2 blocks away.. the same transformer blows Everytime we get any wind .. we report the outage for our street and wait more than 24 hours with no water or electricity.. then I see a national grid truck at 26 hrs at the top of my driveway.. I go talk to him and tell him where the transformer is and he says"yeah, we're not fixing that tonight." Then he gets back in his bucket truck and drives away.

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— Angry In Upstate from East Greenbush, NY on July 17th, 2024

Worst company ever

I have had a horrible experience with national grid. They are unprofessional and wasted six hours of my time on the phone. Received a letter in the mail saying that they were not reading my gas meter correctly and now they want me to pay a years worth of gas charges in one month. This is an embarrassment and the most unprofessional business Ive ever worked with. This is a horrible unprofessional unethical company

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— Unsatisfied Customer from Queensbury, NY on May 9th, 2024

National grid is horrible

My delivery fee is the same as the cost of the electricity I use. So if my bill is $75 for electricity it's $75 for delivery fee for total $150. Do they deliver by truck ?no. It's the lines that have been there forever. Oh yeah which have been down now for 24 hours and will be continuing to be down for another 24 hours. Good thing they just charged me $75 a month for this service not for the goods. If I could get rid of them I would

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— National Grid Customer from Broadalbin, NY on February 29th, 2024

Terrible customer support

I have a quick question on billing. The hold time is over 1 hour and counting. Certainly, that cannot meet expectation. Show a poorly run company and why not, there's not alternative.

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— Yada-Yada-Yada from on February 3rd, 2024

I can't even make this stuff up !

Moved into a new house, switched the electric over , don't get a bill, call multiple times still no bill , months go by while still calling, spending hours on the phone, find out they left my work order open for almost 6 months, they were charging it to my landlords bill , which I found out cuz my landlord accused me of not paying my bills and trying to leave it in her name, I told her it was a mistake and I'd call immediately, so did that and they can't even figure out what is going on so they're supposed to call me back , meanwhile even though my account was supposed to be flagged by a supervisor and they admitted fault and were supposed to be getting right on , well ended up calling back several times and each time no one even knew what I was talking about and would constantly be sent from person to person and having to explain the whole story multiple times and being treated like I'm a crazy person, again supposed to be getting fixed, meanwhile they started harassing my landlord with they're electric being shut off for non payment on they're home for my bill , at this point my landlord doesn't believe anything I'm telling her I'm thinking I'm going to be evicted, I call them to tell them they're making a mistake calling my landlord and they need to make sure they stop that immediately and throughout all this didn't get an apology didn't get a discount for any inconveniences or anyone to show me how my bill was over $400 every month and if I could have had a bill I would be able to decrease my usage , obviously I would have done something to lower it if I had known , finally get a bill I owe almost $2,000 and every month in the winter is over $400 and they want like $900 to not shut me off even though this is all they're fault and won't give me a payment plan unless I do all these things to meet qualifications which obviously I had to do so we made some payments before the payment plan and got it down to $1000 , so now our bill is supposed to be $10 more every month, but somehow they don't charge me what I actually owe plus $10 it's like $20-60 less than what I owe and that got added to my balance, now I owe them $1600 after 6-8 months of payment plan, they have gotta be the dumbest people I've ever talked to they have caused so many problems for me every one of my bills are a zero balance other than them everytime I even think about national grid It ruins my day , they screw the hard working families now I have to call again to fix all this which I'm sure they'll mess it up again somehow also I didn't use my heat or air conditioners the past 2 months but somehow my bill is $30 more when it should be $75-100 less , I can't even make this stuff up!

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— Nicholas from Niagara Falls, NY on November 6th, 2023

Horrible Company

I was given. 2 he window 8am-10am to turn on new service. I am still waiting and its 5:30pm. No one can tell you where you are on the techs list, apparently that is top secret information. This is Albany its cold and its going to be dark soon and all they say is the driver has been dispatched. No one is escalating the issue because the td not urgent. But urgent to who? Because it is urgent to methe customer. I asked for a manager and was transferred to AJ who was dismissive and not even trying to be helpful. I read reviews in several places this is not a unique complaint, they have to do better but then again why no one is making them. No oversight, bad management, and why is dispatch top secret? Who is monitoring dispatch?

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— Yvee Rivera from Albany, NY on October 16th, 2023

No consideration on customers time

I made an appointment to reconnect my service, they give a window from 8am to 8pm I was supposed to work I didn't so I lost the day at work wich it almost coat me my job....the time now is 725 pm no courtesy call no nothing ..I guess National grid is not aware how hard is to obtain a job or keep one since our economy it's so good ????....now I don't know when I can't take off without get in trouble at my job ..because they can't give you a time ...since this is the only company probating this service we most take the abuse ..we are at this company mercy ....this is really bad

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— Ray from Rego Park, NY on September 22nd, 2023

Always no power!!!

Never have good power here. If they keep cutting off our power, they better compensate us for our food! No good rotten monopalized company!!

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— Beth from Troy, NY on September 4th, 2023

Bill up

I have called customer service yesterday because they have given me a charge that I have not requested and that I must pay double or triple if I do not accept it. I only want to pay what I consume for electricity. I only have a new refrigerator connected due to the consumption problem and to save money from my pocket and they say that they no longer send the workers to read the meter clocks and that everything is estimated. In my opinion, they estimate too much with someone else's pocket.

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— Jane from Buffalo, NY on August 23rd, 2023

This company states they don't care about people

Yeah, thanks to you, 10 tenants including section 8 tenants with disabled and tenants with young kids are spending past 4 days and no hope in sight without hot water or cooking gas in rockaway park, queens nyc. Buildings which have 1 meter per building and are landlord meters, buildings were sold and your company failed to get in touch with new owner, as new owners are slumlord and just llc entity. Even HPD cannot figure out , violations are going to old owner. But this is besides the point. Your company shows up WITHOUT ANY NOTICE cuts both meters off, closes accounts, both buildings total of 10 tenants in 10 apartments are now forced to take cold showers. You, National Grid gave great 4th July weekend. Keep in mind all tenants are paying tenants to the unknown llc new owner until now. When I tried contact you, you could not even tell me if anyone from new owners tried to create new activation of service. You went as far as you don't care its not your problem. This is how National Grid treats disabled and kids. You should be ashamed. PS - 112-22 rockaway beach blvd, rockaway park, ny, 11694.

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— Min Miller from Rockaway Park, NY on July 1st, 2023

Very Frustrating!

It is a pity I can not give them 0 stars. A maintenance job was done in our coop in Brooklyn NY today. National grid was supposed to turn off gas and then turn it back on. They did remember to turn off, but forgot to turn it on. Their next available appointment is in 3 days, meaning no gas (read food), and no hot water for 3 days. And I live with my elderly 90 years old Mother who needs to be on a diet, so we can not order food.
Called customer service twice. Spoke with Coretta and Jayla, no result. Shame on you, National Grid!

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— Izabella from Brooklyn, NY on January 31st, 2023

Monsters at NG

Dealing with ng is a continuous disaster.
I have filed 5 complaints with the bbb so far.
I just transferred the service of gas and electricity to my name of my newly purchased home on Monday.
On Tuesday they came and cut off the service.
Ng admitted to me that the person whom transferred service to me forgot yo cancel the disconnect order from the previous owner.

I explained that we have food in our fridge and that we need the service turned back on and they refused.
This is 1 of many instances of ng being a horrible company.
I own 51 apts in Albany and have been in business for 30 years and I can tell you unequivocally that you are the worst company I have ever done business with period.
I sincerely hate your company and if you heard the stories of these circumstances you too would hate ng.

I will keep escalating these complaints, only because I am being forced to deal with you.

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— Worst Cx Service In The World from Albany, NY on October 6th, 2022

Terrible company with terrible service

On hold for over an hour before i spoke with anyone regarding service

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— John from North Tonawanda, NY on August 31st, 2022

Expensive!!!

100%, I would not recommend it to anyone. Super expensive. They charge me about $15 for only for delivery.Here is what I think, it does not matter how much you consume, you have to pay a certain amount of money (at least $80/month)

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— Babi from Troy, NY on May 23rd, 2022

Expensive!!!

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— Babi from Troy, NY on May 23rd, 2022

Terrible

Very bad experience
my gas meter has been locked by mistake. A tenant in my building was moving away and asked for his gas contract to be closed . A technician from national grid came and locked my gas meter instead the right one. 3 days without gas and so without hot water. I called 6 times for solving the issue . i Had to take one day off from work to be at home waiting for a technician who didnt come. the 3rd day a technician Ian came and reopened the gas meter. He had to access home to check and he soiled the walls with his dirty gloves. I have now to whitewashing the walls.
no apologies, nothing..

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— Baptiste from Brooklyn, NY on September 11th, 2021

"How we make our money!"

I called customer service because I didn't understand about the delivery service and supply service price. She sarcastically explained the delivery service was for the delivery and supply was for what I used .I asked how they could charge me more for delivery than what I used and her sarcastic reply was "THATS HOW WE MAKE OUR MONEY!" If I could have reached through the phone and slapped her I would have.

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— Debbie from Whitesboro, NY on March 13th, 2019

Outrageous

Received electric bills in November and December for about $40, in January bill was $80. Two weeks later received bill for over $900 and no explanation. A couple days later another bill for over $1700. Told when I called that there had been estimated readings and it was my responsibility tocall them. Meter is outside so why estimates? Why wasn't I informed in November if readings were so high? ?Worker was sent to check meter and said there were meter readings but they were high and didn't get billed. Has anyone ever heard such an outrageous thing?

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— Barb from Dolgeville, NY on February 11th, 2019

National grid review rating

It's the worst service one month they are charging me $99.83 the next month they are charging me $179.10 I honestly think they just guess instead of doing an actual real reading