National Grid Gas Services

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My office mates and I have a game. How long are you on hold (assuming someone answers) the «dedicated» leak survey line? Hours…

Can I give 0 stars? Made a phone call to switch my bill, it took for half hour to wait for the CS. The CS provided me incorrect, and I have to called them again. After another 20mins waiting, I was told they are off, and I was hung up.

Minor work needed. They couldn’t give me an am or pm commitment. It’s currently 7:40pm and I’ve been sitting on my ass at home since 8am. (Did I mention it’s a beautiful day? Completely wasted.) Called twice; 1:30pm & 4:30pm. «You are scheduled, we’ll call 30 minutes before.» Fucking liars. No contact at all, not even a ‘we apologize, will reschedule’ call.

It’s a shame I cannot give 0 stars. 1 is too good for them. I have now wasted 4 days for this rotten run company. They have called me to set up an appointment to have my gas meter exchanged. And all 4 times I have been given a 5 hr window for the appt. And guess what? No one shows up. You call customer service and they tell you they have a 5 hr window and you know that. So when I called at 1230PM on the day of my 4^th apt, they feel that I need to wait for the service man to arrive. No. The customer service rep could care less. She place me on hold and left me there for over 15 minutes. And trying to get a number to call the corporate office I was directed to the website. Nothing there but the regional number. THIS COMPANY SUCKS!!! KEYSPAN was so much better and they would assist you immediately. Bring back the small utility companies. National Grid is not even run by an American Company. It is run over seas!!!

If I could give 0 stars I would. Live on Long Island and converted from oil to gas. Took 2 feet of water Sandy and am elevating my home. In 4 plus years since conversion every interaction from their website, to customer service to their Demolishen dept for disconnect has been marred by gross incompetence. Try calling their customer service and witness being passed from person to person none of which have a clue and when you ask for a manager get told none are around. Really? After finally jumping through hoops for 3 weeks like a monkey for a disconnect, I’ve left 7 messages for a status update from their Demolishin Dept. Despite the message saying I’ll get a call back in 48 hours, I’ve yet to receive word. Terrible Bureaucracy. I regret switching to gas and wish their was another option on LI.

Wish I could give a zero. Worst ever company. Their customer care is an embarrassment. They don’t know how to talk on the phone. I have been using the same account on file to pay my monthly bills. I have always paid them well before time. Now in my last bill, they say they were not able to access my account and charged me a fine. When I tried calling them, even before they hear my case, all they kept saying was, we cannot refund the fine. You may do whatever you want. These were the exact words. Not only their customer service people said the same, even their so called higher supervisors said the same. I am surprised they are still in business. If you have an option, please stay away from them. For companies like these, Unilocal should allow a zero rating.

They have a toll-​free customer service line — 800−322−3223. I’ve been calling for an hour and it is busy. Worst. Company. Ever.

Complete lack of customer service and professionalism — what an embarrassment. Their web site makes it almost impossible to pay your bill. service windows for THEIR requested meter reads are way too long.

We had a safety inspection scheduled for May. My husband took the day off from work to be at home for the safety inspection. They never called and did not show up. When he called to discuss this with National Grid, the company log shows the driver as calling our phone twice, but we received NO missed calls and had good reception.
When he called National Grid to complain, an employee on the other end promised him a monetary credit for the problem. They do this for missed appointments.
A few days later, he called to confirm the appointment and he discovered the monetary credit was never honored nor was it recorded in the system.
Very poor customer service. It sounds like they lie to customers on the phone. We have paid our bills on time every month and have had no issues with the company but it’s this type of customer service that I find disgusting.

FILE A CONSUMER COMPLAINT
–for MASS customers–
if you have had similar experiences as me, and most other people leaving comments on this page, try filing a complaint. Here’s hoping enough of them will make a difference.
file here:

National Grid is a bully. I scheduled the gas meter change, took the time off from work and stayed home from 8 am to 1 pm, which they claim is their reasonable window. No one showed. The driver called me at 2 pm to tell me he was coming. I told him it was past the window and I was on my way to work. He hung up on me. I called to let them know they didn’t come, and that I don’t get paid if I don’t work. They offered a Saturday. I also work some Saturdays, so I gave them one that I was available and I was told that they were not. WORK WITH ME NATIONAL GRID. Now I get a threatening letter telling me they are going to get the sherif to come into my home and they will shut the gas off but won’t turn it back on. Can you believe these hoddlums?

Reminds me of comcast, att, ups with the customer service. Often people who don’t understand english. A bajillion routing locations so you eventually hangup. Long wait times. Etc. Hey, i’m not saying that the employees suck. I’m just saying don’t expect much here. Another company with a monopoly that deserves to be sued probably. But, that’s not up to me. I’m not suing you guys.

National Grid is a monopoly! I have no choice but to get my services from NG, but yet the online site is NEVER working. I can NEVER make a payment online, but yet they are quick to send a nasty letter asking for payment. National Grid needs to get some professional IT services to update their software and provide their customers with the services required to MAKE THE REQUIRED PAYMENTS! THUMBS DOWN

I was ordered to replace my gas meter by Nat Grid. Spent SIX hours waiting on a summer Saturday. They never showed and never called. I can’t contact them because their business is closed on Saturday. They’re not stupid enough to FORCE THEMSELVES to stay in on a summer Saturday.

National grid sucks!
I have looked at all the reviews and they are so true! I have been through it all!
It seems you can never get online to make a payment, it takes me an hour alway saying wrong password/​username but then I keep putting the same one in and after a long time it works :-(
The customer services reps are as rude as rude could be, they should not even have a Job! They think there poop smells like Roses; – )
I HATE this business and hate giving them my money!!!

In short, National Grid REFUSES TO ANSWER SAFETY QUESTIONS about gas pipes. And they’re rude.
National Grid recently received Boston’s natural gas business. Previously, NSTAR handled this area.
My one experience with National Grid has left me concerned. I called and emailed National Grid to ask them if it would be okay for the exhaust pipe of an air conditioning unit to blow very hot air directly on an exposed natural gas pipe. Customer service told me that only their Sales and Marketing Department could answer that question. («Really, Sales and Marketing???,» I thought.) Well, I called Sales and Marketing anyway, and just as I expected, they said that the call was misdirected. I called customer service back, repeated my question and told them that I needed an answer from someone with science knowledge. They gave me the phone number for my area’s «Yard Manager» who isn’t returning calls.
In the meantime, I emailed National Grid’s customer service with my question. I received an email back asking me to call National Grid’s Customer Fulfillment Department. So, I searched National Grid’s website, no mention that department there. After that, I called National Grid’s customer service hotline and asked if I could have the phone number for the Customer Fulfillment Department. Customer Service said that’s the same as the Marketing Department. I explained the situation to customer service and they said they couldn’t help me.
(I’m going to err on the side of caution, but doubt that everyone would do the same.)
I actually called City Hall’s main hotline and mentioned that National Grid wasn’t answering my safety question and probably not other similar questions either. The operator at City Hall said that it wasn’t worth reporting. Oh well. I really do think that if people can’t get answers to questions like this, it will eventually lead to disaster. I will keep mentioning it, but what more can I do?

Breathe in. Breathe out. okay…
How frustrating is this company?! Due to a dumb oversight on my part (yeah, I ummmm, was paying for gas at my last residence and not my current address. ergo, they cut off the gas at my current apartment). After beating myself up for my incompetence, I brave up and call NationalGrid to sort the whole issue out…
The woman I spoke to on the phone, Rose, was about as cold as they come. The fact that I was humiliated that I let myself get in this predicament didn’t help, but her short tempered manner felt like punishment for my irresponsible mistake… ugh, it was brutal. My questions were answered as if I was some sort of burden to her… just get off your high horse, lady, and conduct your job with some form of tolerance… customer service IS what you do.
Rose informed me that NG would not be able to come turn my gas on until Monday and our phone call took place the previous Wednesday. She stated that someone HAD to be home in order for the gas to be turned on (although no one was home when it was cut OFF!) and that they would call on their way to turn it on to confirm we were home. She also said they would come between 8 – 6. She intimidated me so bad that it never occurred to me that it would take rescheduling mine and husbands lives to accommodate an 8 – 6 appointment.
It’s the Sunday before the appointment, and we call NG to see if we can reschedule as there appears no other way. My husband, being the more assertive of the two, called to take care of this. Because my name is on the account, they wouldn’t discuss any of it with him??? So I speak to a lady equally as frustrating as Rose. I told her the predicament, and asked to reschedule. She said, «btw, an appointment is 8-​midnight, not 8 – 6.» whaaaaaaatf? Rescheduling would have put the appointment to Thursday… we decided it couldn’t wait and we would do what we had to in order to have hot water monday.
We both had to cut hours at work to make sure someone was home the entire day… at 4:00 and no contact, I started to get worried so I called customer service. I spoke to a guy CJ, who was friendly, but not really informative. I told him the details and asked that he check to see if there had been any misinformation as far as the appointment time.
CJ says, «it appears they came at 11:41. Did you receive a call?» I panicked. I said, «there’s NO way! my husband was home! there’s NO way!» CJ was silent FOREVER and I could tell his fingers were fast on the keyboard. Thankfully, there was a loud knock at the door several minutes later with a tech who turned it back on in 2 minutes.
The most frustrating part of this story: inconsistent information from NG employees… Everyone told me something different. Oh yeah, and Rose’s bad attitude.

Worst company. Can NOT for the life of me pay my bill on line. Won’t accept my acct word I created, doesn’t like my password (wants a long and complex password) and the site is awful. and truly, customer UNfriendly. There operation hours are a joke; you wait in queue WAY too long, and they have a 3^rd party payment processor that charges extra just to make a payment – what?
Piss off National Grid.
You are the worst, slowest, poorest customer service I have the misfortune of dealing with. If I could choose another company, even if they cost more, it would be well worth it.

National grid are cocksuckers. Plain and simple. Absolutely TERRIBLE. I haven’t even started my service yet… why? Because they’re given me THREE different starting appointments and CANCELLED THEM ALL THE DAY BEFORE. I was supposed to get service started on a Tuesday, so Monday I got an automated phone message cancelling it. Called them up right away and they rescheduled (after some tough convincing on my part) for Wednsesday. Tuesday I got another automated message cancelling that. Called them up and again after tough negotiation I got them to set it up for Thursday. Wednesday afternoon rolls around and I get a call Cancelling my Thursday appointment. Asked to speak with a supervisor and they just take your info and say «A supervisor will call you back shortly.» Shortly on their terms is a week apparently. Meanwhile I’m stuck with no heat. These people are scheisters and swindlers. Sucks that they’re the only service in town.