National Grid Complaints

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Last Updated On: March 31, 2017

National Grid Contact Information

Corporate Address:
National Grid House Warwick Technology Park
Warwick, Warwickshire 02451 United Kingdom

National Grid Customer Service

National Grid Phone Number: 781-907-1000
Company Contact: John Pettigrew - CEO
Corp Website:

National Grid Ratings

Average Rating: 1.50 out of 5
Based On: 12 Reviews
Number Of Comments: 2

National Grid Reports

Reported Losses: $24,800.00
Average Reported Losses: $2,066.67

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Category: Energy Directory Listing Listing

The worst company and customer service in the industry

My girlfriend called in on Monday 10/24 to activate our gas account in our new apartment. The representative confirmed with her that they would be activating our line on Friday 10/28. I called Wednesday 10/26 to confirm this appointment only to find out that the representative logged our order as a “meter reading” rather than an activation.

I was then told that I could not make any changes to the account because I was not an authorized user. So, I requested a change to the order and asked that they actually activate our gas line on Friday rather than just “read the meter”.

The representative confirmed the change with me on the phone but told me they do not send out confirmations via email or phone. I asked her when the technician would be arriving and she told me between the hours of 12:00 pm and 6:00 pm. Since there is no formal confirmation option available, I requested a 15 minute call-ahead from the technician. I also had my girlfriend call in moments after to add me to the list of authorized people.

On Friday 10/28 I took the day off from work to receive the technician as instructed by National Grid. At around 3:00 pm, no one had shown up yet so I called in. I spoke with a representative, then a team lead and then a supervisor and all three of them maintained that the tech had come and gone since no one was home.

I was home all day, and there was never a single knock on the door, ring of the doorbell OR a call-ahead like I requested numerous times on Wednesday.

My apartment is absolutely freezing, to the point where there may be serious damage to the piping in the house. It is also uncomfortably cold and I am worried that my dog may die due to exposure during the day.

When speaking with the supervisor on Friday 10/28, she informed me that it is not their fault and that I would have to reschedule… except for one thing, this – I am not an authorized user! They told me that I cannot make orders when I am not authorized to do so, even though I made the same order on Wednesday AND I was added shortly after that call (this was confirmed by the supervisor on the phone).

Now we will be without gas for another WEEK and I am seriously worried about my girlfriend, my dog, myself and our home. The supervisor admitted that her representatives acted incorrectly but still would not work with me to get a tech out to solve the mess that they created.

This is an unacceptable way of doing business and if National Grid did not have a monopoly on the Greater Boston area I would not use them as a utilities provider.

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2 Comments on "National Grid"

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National Grid is working in our area, put new pipes to the meter. they took off meter. they remove the connection after meter as well. after fourth day gas start leaking. they just saying that they can not doing any thing after meter. i got 5 months old baby as well. No feelings, no mercy. Where is public rights.

Do not call Nationgrid unless you absolutely have too!!!! Made the mistake of calling Nationalgrid at the weekend after smelling gas in my house. When they turned up we found the problem was just a lose nut on the cooker gas pipe. I tightened it up and asked the guy to retest, to my absolute amazement he said no I now need to shut off the gas and you will need to get a Gas Safe engineer to fix the problem!!!!!! The gas safe engineer cost me £65 to come out and just say yes that was the problem and… Read more »
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