Business Profile

Electric Companies

Eversource Energy

Headquarters

Complaints

This profile includes complaints for Eversource Energy's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

409 total complaints in the last 3 years.
180 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/06/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
An appointment was scheduled with Eversource Gas for 11/6 between the hours of 8am-12pm. This appointment was in reference to the gas meter replacement which Eversource sent me a letter for. In the letter, it is warned that my gas service may be shut off if I do not schedule an appointment. With the appointment being on a Wednesday, I took an entire day off of work to be home for the service tech to replace the gas meter.

On the day of the appointment, I received no visit from the service tech, but instead 2 voicemails that tell me I must reschedule because no one was home. All this while, I am sitting right next to my front window and my dog is also staring out the window and alerts if a pedestrian walks by. Zero trucks come to my house, zero door knocks, zero doorbells.... nothing.

This is a complete disrespect of a consumers time and the rescheduling of the same appointment will double the losses. There is no competing company to go through for natural gas service and we, as the customers, have absolutely no recourse with complaints to Eversource because we cannot cancel service.
Business Response
Date: 11/06/2024
A review of the account shows that a goodwill adjustment was applied to the customer's account for the missed appointment.
Customer Answer
Date: 11/06/2024

Complaint: ********

I am rejecting this response because: a $25 credit doesn't even begin to account for a forced day out of work. First, Eversource threatens in their letter that if I do not schedule an appointment then they will shut off my gas service and then they do not even show up for the appointment THEY scheduled for the entire 4 hour window.
Eversource's complete disregard for their customers is negligent at best and probably criminal if the state of ** cared enough to hold them responsible. Consumers have NO other option with which to obtain natural gas service and are forced to deal with being treated like nothing. With a net profit last year of $1.52 billion, a credit totaling 0.000000016% of that is laughable. 4 hours of ANY of your employees time is worth much more and that is what should be expected for a credit.

Sincerely,

****** *******
Initial Complaint
Date:11/05/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am currently on a plan called balance forward billing. I went on this payment plan because I had no other options and would be shut off if I had not agreed to this. Since the balance forward plan began I have now paid in full my usage...but I am continuing to be billed each month for services I have not even used yet...in other words eversource is demanding that I credit them money each month or they are going to shut me off. I requested today that the balance forward be shut off to stop them from continuing to charge me for usage I haven't even used yet. I am asking that they evaluate how much I have been billed for real usage vs. how much I have paid and if I then still owe them for actual usage I will pay that...I should not be shut off when I don't owe them money in fact if anything I am in a credit with them.
Business Response
Date: 11/17/2024
I am responding to the complaint filed by ******* **********. A balance on the account had been carried into 2024 that had accumulated over several prior months. She began 2024 with an outstanding balance of $1863.58. In May 2024 she contacted the company and a payment plan was established. However, the payments promised on the payment plan were not made. The payment plan has now been cancelled. Over the course of the 10 months in 2024, her usage totaled $2100.96, and that amount coupled with the starting balance of $1863.58 brought the total amount due to $3964.54. During this time there were payments made totaling $2662.00. Subtracting the payments from the total amount due brings the balance down to $1302.54. This is the total amount owed to Eversource as of this date. Documentation of the bills and payments will be emailed to the customer.
Initial Complaint
Date:11/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have broken trees on my wires from the pole to my house. I was told by Eversource not ot touch them. My electrician told me the wires from the pole to the meter are Eversource reasonable. I called Eversource and they told me do not touch them. Eversource came on 6-18-2024 and left a paper in my mailbox saying it was my problem. I called my landscaper and looked and would not touch it. Does Eversource really want a 73 old man on a ladder trying to take branches off the wires. My wife and I both have medicines that must be kept cold, so if the power goes out, we're in trouble. Company was not sympathic at all
Business Response
Date: 11/04/2024
A review of the ticket shows that where tree limbs are, are the responsibilty of the property owner. The notice informed the customer that we can de energize the service to have the work done.
Customer Answer
Date: 11/05/2024

Complaint: ********

I am rejecting this response because:, I cannot get anyone to touch the broken branch. If you unhook the wires, Eversource would have to untangle the branch anyway. I would need to know when my power would be turned off.

Sincerely,

***** *******
Business Response
Date: 11/05/2024
The customer would need to follow the instructions on the card. It will need to be scheduled.
Initial Complaint
Date:10/25/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for hardship (Newstart budget plan) with Eversource and was told $125/month but kept charging me $275/month. I called them many times to remove it but didn’t. Still charging me $275/month
Business Response
Date: 10/25/2024
A review of the account shows that the Newstart was enrolled with a budget of $235 and based on the usage the budget went up to $275. There will be no adjustments or credits to the account.
Initial Complaint
Date:10/21/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The company has repeatedly used a weekend billing due date when they are not open and their online billing page does not allow the customer to use the present date to date their payment on those due date days, thus making any online payments made *on* the due date automatically late. This in turn can affect the good credit of the customer (me), even when I pay on the due date.
Business Response
Date: 10/21/2024
Dear Better Business Bureau:
Please share with Ms. Reardon active accounts are not reported to the credit bureau.
If the due date is on a Friday and the customer pays on a Monday, this does not negatively affect the customer's credit rating.
Thank you for allowing the opportunity to provide an explanation.
Sincerely,
Mary Ellen Molloy
Eversource
Regulatory Relations Specialist
Initial Complaint
Date:10/18/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In August, we closed on our home. I had my utility bills on auto pay with Eversource at my old address of *** ********* *** ** ******** ** *****. They have continued to charge me even though an Eversource rep has said that they are going to refund money they improperly took out of my account. Today, I wake up to yet another charge on my account even though my account balance is at zero. My wife has been on the phone with them numerous times and they have apologized but they keep pulling money from our account. We can't seem to escape them. The newest charge is for 85.00. We've no idea why we keep getting charged for the new owners electricity or has bill. I'm at my wit’s end with this company. I don't want an apology. I want this to end. The next step I'm going to take is to report them to the state regulators. I did it with my bank. I'll do it to them.
Business Response
Date: 10/23/2024
A review of the account shows that the account has been corrected and this shouldn't happen anymore. A refund has been issued to the customer.
Initial Complaint
Date:10/17/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was told by one of their employees that if I paid my bill the day of the shutoff notice that my electricity would not be shut off. I paid the bill and they still shut it off. I called and told them that it should not have been because of what their employee said and they gave me the run around saying that wasn't the case. I was then informed I had to pay a reconnect fee. I refused to pay the fee and after multiple days and hours on the phone they refused to waive the fee. They even told me the employee was written up and was in the wrong, yet they still wouldn't waive the fee. I should not have to pay this fee, they admitted they were at fault. I've had multiple problems with Eversource and it seems like they have a monopoly on the market, so they seem to have no problem treating their customers unfairly.
Business Response
Date: 10/17/2024
A review of the account shows that there was no reconnect fee charged.
Customer Answer
Date: 10/18/2024

Complaint: ********

I am rejecting this response because:

You said you would not waive the reconnect fee, you may not have charged my bill yet, but you stated that I would still have to pay it.

Sincerely,

****** *********
Business Response
Date: 10/18/2024
The account has not been charged the reconnect fee
Initial Complaint
Date:10/11/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My account number is Electric #***********. I moved to my current address with a closing date of 8/17/2023. Before the closing date, I followed the company's online instructions to open an account for my new home. I believed I had successfully completed the process.

Since I have solar panels installed, I initially thought it was normal not to receive any bills, as I expected my solar production to cover our electric usage. However, when I logged into my account in July to check for any credits from excess electricity generated by my solar panels, I was surprised to find that my account had not been properly set up. As a result, none of the expected credits for the extra electricity generated were applied to my account.

This situation feels unfair and unacceptable. I followed the company's process to open the account, and I believe that if I didn’t have solar panels, they would have promptly billed me for usage or even threatened to shut off service if I hadn’t paid. Yet, now that the utility owes me credits for surplus electricity, they have failed to properly set up my account and have not acknowledged the credits I am entitled to. I am seeking credit for the extra electricity generated by my solar panels dating back to 8/17/2023.
Business Response
Date: 10/18/2024
Dear Better Business Bureau:
As the customer is also a new owner of solar panels and co-producer of electricity it would be an owner's responsibility to complete a Schedule Z. This information should have been shared from the prior owner or the solar company who installed the panels.
Additional information regarding this topic has been provided on Eversource's web site and also on the state's website regarding net meter credits and the owner's responsibility.
Thank you for allowing the opportunity to provide an explanation.
Sincerely,
Mary Ellen M*****
Regulatory Affairs Specialist

Customer Answer
Date: 10/21/2024

Complaint: ********

I am rejecting this response because:
I contacted the solar company earlier, and they confirmed that I was already on the *** ******** Service, as the service couldn’t be activated without it. Additionally, I carefully followed the steps on their website to set up my account before the closing date of my house. However, I was never informed that the account wasn’t successfully set up, nor was I contacted about any additional steps needed to complete the process.
Had I been notified sooner, I would have submitted the Schedule Z form, even though the solar company indicated it wasn’t necessary.

Sincerely,

***** ****
Initial Complaint
Date:10/09/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Eversource is the primary utility company in the state of **, where there are limited / no options for alternative power suppliers.
Beginning in August, Eversource created an arbitrary, but substantial incremental charge to its customers under the guise of "Public Service". As a result, rather than customers receiving the benefit of lower commodity costs (my average KwH cost was down year-over-year by 6%), we are paying significantly more (my monthly Eversource bill is 29% higher even though my energy utilization is only up 3%).
When contacted, Eversource indicated that the "Public Service" is to "help cover the cost of assistance programs that customers sign up for". In no place in my agreement with Eversource does it state that I am responsible for paying for other customers that refuse or are unable to pay their bills. Eversource is essentially stealing money from me to pay for uncollected accounts receivables from other customers.
When pressed further for answers, Eversource then tried to point the finger at "*********** state mandates", though refused to provide a reference to the legislation that was passed or any detail on the so-called mandate.
Eversource must end this practice of abusing its power as a monopoly in *********** and its coercion with the state of *********** to rip off its customers.
Business Response
Date: 10/09/2024
We appreciate how challenging the increase
has been for our *********** customers, especially during this incredibly hot
summer when we’ve had to use more electricity to keep cool. Public
Benefits pay for many valuable programs to customers, including assistance and
energy efficiency programs, as well as state-mandated power purchase agreements,
which are vulnerable to market forces, and make up the largest part of this
increase.

While
we don’t have any control over the costs creating this increase, we agree that there needs to be change. We’ve proposed
solutions to the ratemaking process that will better reflect real-time costs, help
prevent the kind of rate swings we’re seeing now and create bill stability for
our customers. To learn more about the Public Benefits
portion of your bill and our proposals, please visit ************************.

We recognize the proposed solutions do not
alleviate the burden you are feeling now. If you are having trouble paying your
bill, we have more programs and
assistance available than ever before to help. Even if you haven’t qualified
for assistance in the past, please reach out to us at ###-###-#### for
one-on-one support with enrolling in our flexible payment plans, energy
efficiency programs and other available financial assistance – including a
discount for electric bills. We also encourage you to monitor
supplier rates on EnergizeCT.com, as you
may be able to find a lower supply rate, which can help lessen the impact of
the Public Benefits increase.
Customer Answer
Date: 10/09/2024

Complaint: ********

I am rejecting this response because it is an automated response from the business. Eversource is stealing from its customers, including me, and needs to be held accountable. Eversource is a private business and makes its pricing decisions on its own - it is not legal for Eversource or the state of *********** to discriminate against certain customers with arbitrary pricing increases for some and not charging others. The egregious Public Service charge needs to be refunded to me and removed from my bill going forward.

Sincerely,

**** *********
Initial Complaint
Date:09/27/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to urgently dispute an account on my credit report that was fraudulently opened under my name. I am a victim of identity theft, and this unauthorized account must be addressed immediately to prevent further damage to my credit. The account details are as follows:

Creditor Name: ************
Opened On: 5/9/2019
Account Number: *********
I have already taken steps to address this serious issue by filing a complaint with [insert appropriate organization or law enforcement agency] and *****************.
I demand a thorough investigation into this fraudulent account and its immediate removal from my credit report. I expect a prompt response, as the presence of this erroneous account is unjustly affecting my credit standing and causing undue harm.
Business Response
Date: 09/30/2024
Dear Better Business Bureau:
A representative will contact the customer to discuss this matter.
Sincerely,
Mary Ellen M*****
Eversource
Regulatory Relations Specialist

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