National Grid Customer Reviews (March 2026 Update)

Updated: March 2026

The best review categories for National Grid are their billing & account management system, with an average of 3.3 stars, and the order experience, with an average of 3.0 stars.

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Reviews by Star

Recent Good Review from Lou

Melinda, 10/01/24 service call

EVERYONE HATES customer service. Well, not this time! I called because I wanted to set up automatic payments. What I got was the most wonderful, funny, and REAL person for my customer service representative. Melinda! She was amazing! She represented old-time customer services and connected with me personally as female and we had such a great call. You need to train your personal to connect with the person. She was delightful, someone I would love to have drinks with... listen to how much we laughed. She is what you are looking for as a representative for customer service. Melinda travels from Quincy to Georgia to work. National Grid should have her training people to connect with others. She is brilliant. Loved her attitude and customer connection.

Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

— Lou from Haverhill, MA on October 1st, 2024

Most Recent 5 Star Reviews

3 Customer Reviews Written Overall

Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

Melinda, 10/01/24 service call

Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

— Lou from Haverhill, MA on October 1st, 2024

Customer service with Stephanie S.

Stephanie did an exemplary job of helping us. We've been trying to a while to get someone to help us figure out a problem with our apartment billing, and she was the only one to stay with us until the end and ensure our problem was resolved.

Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

— Jesslyn from Amesbury, MA on August 13th, 2024

Making payment

I spoke to Cassandra Canc in Augusta GA. She took my payment due tomorrow. She was competent, professional, most of all kind. That's most important to me. Thank you Cassandra. Thank you National Grid for working with me to make payment plan. This is really good company. Linda

Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

— Linda from Athol, MA on July 1st, 2023

Most Recent 3 Star Reviews

2 Customer Reviews Written Overall

Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

Erica McDonalds Rocks!

The service agent I spoke to Erica McDonald was wonderful. I was billed 5 years later after moving out of a house. Erica was sympathetic and helpful & help me come to the best conclusion.

Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

— Catherine Butler from 80435 on March 2nd, 2021

Cost of gas varies way too much

In March, 2017 the cost of gas supply was $ .5056 per therm. In March, 2018 the cost pf gas supply was $ .9364 per therm. Both of these were "peak months" and no international or domestic disasters affected the prices. The New England gas suppliers were previously accused of manipulating gas prices by creating artificial shortages. Since this is an 85% increase, who exactly is monitoring these prices for we consumers? Our pay certainly does not increase like this and NG must not be getting us the best price.

Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

— Gregg from Arlington, MA on May 6th, 2018

Most Recent 2 Star Reviews

1 Customer Reviews Written Overall

Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

Impossible to reach customer service

Billing was estimated, then bill was corrected after months of checking in and asking about the new meter info being added. The next bill did not match the correction. Called to ask about the billing. Took many attempts to get through automated line forcing me to go through the same loop 3 times with the exact answers to be sent to a supposed human. Rang and got the now usual response of "higher than expected call volume". They would call back in 90 minutes. Never happens! No response still.

Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

— Impossible Customer Service from Arlington, MA on September 11th, 2025

Most Recent 1 Star Reviews

3 Customer Reviews Written Overall

Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

National Grief is more like it......

So, after some power outages in the last few years, it seems national griefs solution is to cut every tree down in our area within distance of transmission lines. Thing is, they cut all the healthy trees down, and left the dead and dying ones. They finished a couple weeks ago and guess what? powers out again tonight 9/6/25, only they came and fixed quickly as they know they look terrible. National Grief is the worst !!!!!!

Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

— National Grief Is The Worst from Topsfield, MA on September 6th, 2025

Take money and refuse to return calls

Garbage service!! Bill keeps increasing even though nothing changed!!! They never return calls and it takes over an hour to get through!!! Erroneous charges?