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

Submit a Complaint

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:05/04/2023
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 called Eversource customer support today 5/4/23 as I noticed based on my last bill my electricity usage shot up a crazy amount. It was 2.8x times the usage for the same time period last year... The only change between this year and last was the number of people in the house - this year, I am the only person in the house, so you'd assume the energy usage would go down?

The customer service agent was the rudest lady I have ever had to speak with. She kept DICTATING and making assumptions about why my electric use was so high, which were all completely incorrect... I explained to her that I am using less electricity than last year. I am an engineer and know how electricity works. I've looked at all my outlets and appliances and roughly calculated my usage and what do you know, it was spot on to my usage from last year (with +/- 10 kwh). I told the customer service agent that I checked the meter for the upcoming cycle as well and it was showing I used over 2x again from the previous cycle last year... I asked what could be the reason and if we could get the meter tested...

She said "Its MY OPINION that you used more electricity and Im not going to change anything. I am going to write my opinion down, and thats it". What kind of response is that?!

All i asked was to get the meter tested, recalibrated, and validated. I dont care about a customer service agent's opinion based on absolutely nothing... Is this who Eversource is hiring these days? Likely going to make the switch to a different company as Eversouce is going down the toilet lately...
Business Response
Date: 05/08/2023
Dear Better Business Bureau:
Thank you for allowing the opportunity to provide a response to Mr. ******** request for a meter test.
The electric account has been noted to schedule a meter test.
Please ask Mr. ****** to contact Eversource at ###-###-#### to schedule a meter test. We would ask of him to be home during the test.
Thank you,
Mary Ellen M*****
Eversource
Regulatory Relations Specialist
Initial Complaint
Date:05/02/2023
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 chargers increased in January of 2023 to an extraordinary amount. When reached out I was told I can switch suppliers by applying and lower my charges. I submitted the application in January for both Units and they only changed one of my units. They stated the block was requested by me which is false and was unaware of this, also was not told this on my phone call with them in January 2023. In April I was told that someone from the resolution department would resolve the situation and provide changes for the correct charges and credited for the extra charges. I am now being told there is nothing that can be done on their end to resolve this issue. Im seeking for a resolution and a credit for charges that I requested to be change months ago and no one has notified me about anything when I was told they would.
Business Response
Date: 05/02/2023
A review of the account shows that there was a supplier block on the account since 2021. The block was removed in April 2023. There was no error on the part of the company so we will not be able to provide a credit on the account.
Initial Complaint
Date:04/26/2023
Type:Billing Issues
Status:
ResolvedMore 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.
Entered a payment plan in Nov 2022 for $249 monthly...recieved an email 4/23/23 alerting that payment was due 4/28/23. Recieved 2nd email 4/25/23 saying payment plan was cancelled due to non payment & i was subject to disconnection. I had made a payment 4/7/23 electronicly but it only showed $1 deducted instead of the $239 i had paid. Called eversource credit while @ work...45 min call resilted in csa hanging up..she hung up again when i called back. Left work for the day to accomodate ridiculous phone times. Called again, csa was very nice & informative. Was told the $239 mo plan was not sufficient for my electric usage..offered new payment plan of $850 down & $780 mo. I asked about disconnect schedule as i get paid next week. No answer to that. My complaint is that there was no notice that there was an issue with my payment plan, when i called to clarify i was hung up on. My regular bill & my credit plan bills were impossible to sort out, my payment on 4/7/23 was abitraily declined resulting in plan cancellation. I plan to either accept the 12 month plan @ 780 mo or pay off balance of my bill in full by next week. I have no gaurantee of avoiding disconnection until then. This is not an acceptable way to treat customers
Business Response
Date: 04/27/2023
Good morning. The company made four attempts to reach you yesterday, 4/26, and left two voice mails. Is there a better number to reach you?
Customer Answer
Date: 04/27/2023

Complaint: ********

I am rejecting this response because:

Caller ID did not identify Eversource. My phone has spam call protection. An email would be helpful or an identifier for any calls originating from Eversource

Sincerely,

****** *******
Business Response
Date: 04/28/2023
The customer has been contacted.
Customer Answer
Date: 04/28/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******
Initial Complaint
Date:04/21/2023
Type:Service or Repair Issues
Status:
ResolvedMore 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.
So on March 29th sunrun sent in the towns approval for solar activation. After a week I followed up to make sure and ever source said they didn't receive it. So I called my town and they sent it over and still evrsource didn't receive it. So the town sent it for the second time and mad sure it went through. Still nothing so I got the approval myself and emailed it to the email customer representative sent me. Two hours later I get an undeliverable email address. So I called again and got the updated email address that they didn't let my town or solar companies know about. So after sending it on April 10th and getting an acceptance and approval from ever source on the 11th. I thought we were all set. Now a week later I called and was told it's no approved. I contacted **** who governs ever source and get a phone call from a guy named Curtis on the 18th saying meter was going to be installed on the 19th. Guess what it wasn't so I email **** back and Sarah who has been great, won't even get a response back from ever source. Completely ignoring here requests. So I called eversource for the 15th time, to hear from a girl named Racheal that the town hasn't sent the approval in. I told her your the fifth person I told this to but you approved it on the 11th of April. She than tells me it takes 10 business days to approve in the system. When everyone else I spoke too says 2 days. It seems this company doesn't want you to be energy independent but pay their astronomical prices because they know they are a monopoly. Who this company has an A rating is a joke. The need to be regulated. I just want my meter installed.
Business Response
Date: 04/24/2023
A review of the account shows that the installation is scheduled to be completed today 04/24/2023.
Customer Answer
Date: 04/24/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *******
Initial Complaint
Date:04/18/2023
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 part of the hardship program with Eversource and while recovering from ***** * ********** cancer I was paying the agreed upon $270.00 on time monthly through most of 2022. When I was no longer able to do so, I called and explained that I would pay what I could every month but the $270 was not in my budget. I was told it would be referred to the financial department and I would "hear back" from someone. I never had a return call/email and instead received the next bill for $380.00. I called again, repeated the same process, and was told I'd be contacted. In the meantime I sent in a lower payment and have never not paid some amount each month. This continued to happen until the monthly bills was doubling each time, going up to thousands of dollars expected each month and a total bill of over $4000.00
I did call and re-negotiate a new hardship plan, but with a monthly payment of $615.00 Although this is better, it still sur****es the $270 per month and I simply do not have that available. I can furnish any information needed from my oncologist or GP and until I am again able to afford to pay my own bills, I require some type of intervention. I can not have my power disconnected. I am currently applying fro the ****** ******** state **** program so I will no longer need state assistance but having this company price gouging me and not negotiating an amount of money I can pay on a monthly basis is cruel and causing me emotional and mental distress which directly aggravates my condition and my recovery. I am not asking for a hand-out I am needing the time to become financially self-sufficient again so I may move on with my life. Thank you for your time.
Business Response
Date: 04/18/2023
A review of the account shows that the program has recently been reinstated. Unfortunately the program is based on the usage on the account. When the usage goes up so does the budget. The customer is averaging $615, which is what the budget is.
Initial Complaint
Date:04/17/2023
Type:Billing Issues
Status:
ResolvedMore 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 received a FINAL Disconnect Notice from Eversource due to a past due amount. I have called the number provided by Eversource multiple times to discuss payment plans/payment options and each time I am disconnected/hung up on. The notification states my power will be disconnected on 4/23/2023. If they will not answer the phone, how I am supposed to set up a payment plan or find out my options?
Total Amount Due:

$776.51

Past Due Amount:

$506.10

I do not have $506.10 in available cash or credit to pay this right now. I have not been given any other option to rectify the situation.
Business Response
Date: 04/17/2023
We will have someone call the customer to set up a payment arrangement
Customer Answer
Date: 04/17/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ************
Initial Complaint
Date:04/12/2023
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.
On January 30th, 2023, I was notified by **** *********** ********, that Eversource Veg Mgt and unnamed Eversource team would be reviewing my circuit due to the 9 outages in the previous year. Email snipped below:

From: **********, **** <****[email protected]>
Sent: Monday, January 30, 2023 10:58 AM
To: ******* ******** ; ********* ******** *
Subject: Re: Eversource Tree Trimming
Good morning ****,
Unfortunately, the **** circuit (which includes these roads) was not completed by the end of the year as initially planned. Crews will continue trimming and removal of trees until the circuit has been completed. I have instructed crews to work on the roads in question this week. Also please note that some property owners refused work in that neighborhood, which could impact reliability. In addition to ********** **********, Eversource has a team of people reviewing the **** circuit as a whole, looking for ways to increase reliability. Please let me know if you have any questions or concerns. Thank you.
Best,
**** **********
Arborist | *********** Area
Mobile: ###-###-####
******* ***** ***** ****
I have contacted **** ********** on March 20, 2023, but apparently he does not speak to customers and only the Ashford First Selectman because he has not responded to my inquiries. I asked him "Thank you for the update regarding our circuit on *********** **** *****. Are you only removing large trees or is branch trimming occurring too? Also, who would I speak with directly at Eversource regarding the number of outages that we have on our circuit. There was supposed to be an assessment of equipment and reliability of our circuit, but we still have not heard anything about the results."

I am seeking the results of the infrastructure review. There is a large transformer at *** ***** ****. Our power is constantly shut off there due to issues between * *** *** ***** ***

Seeking final results.
Business Response
Date: 04/14/2023
Our ********** ********** team will be reaching out to the customer.
Customer Answer
Date: 04/14/2023

Complaint: ********

I am rejecting this response because:
(1) ********** ********** responded by email (, but does not give an adequate timeframe as to when work will be completed. ASAP is not finite. Work was supposed to be completed by the end of 2022. It was not due to Eversource's own issues. It is now 4 months into the year. Tree contractors work for 2 days and then don't come back for weeks. Tree contractors sit in their trucks not actually doing any work.
(2) The canned response from Engineering does not specifically address that our circuit was going to be reviewed and was going to be reported back on. They are talking about a $3.9 million project and does not specifically address our circuit. I would like specifics from from
Engineering about what they will be doing to our circuit to improve reliability.
Email chain has been attached in PDF copy.

Sincerely,

***** *********
Business Response
Date: 04/14/2023
The customer has emailed back to the company and the company will respond back
Initial Complaint
Date:04/10/2023
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.
Over the past year, I have contacted Eversource about 4 or 5 times about a electrical pole that provides electricity to my house and 3 others, that is leaning towards the house in front of my and needs fixing. I have got no answer, I even asked if this pole is private as in trying to understand why I was not getting an answer and guess what? No answer to that as well. I am beyond frustrated with Eversource lack of concern for the well being of its customers. If this pole is not fixed and falls on top of the house leaving our entire street without light I am suing them, this is too ridiculous. I am going to contact the department of utilities too, over the past months I have seen a bunch of poles falling and that is just building up my anxiety.
Business Response
Date: 04/11/2023
Dear Better Business Bureau:
Thank you for bringing this matter to our attention.
Eversource will visit the site this afternoon and will schedule a pole straightening or new set.
Sincerely,
Mary Ellen M*****
Regulatory Relations Specialist
Eversource

Customer Answer
Date: 04/12/2023

Complaint: ********

I am rejecting this response because:

I have received this very same message over and over and nothing has been done so far. If this situation is actually solved I will come back change this, so far Eversource does not have my trust.

Sincerely,

***** *****
Business Response
Date: 04/19/2023
Dear Better Business Bureau,
This complainant has also contacted our regulatory authority in *************, the ***, regarding this issue.
We ask that the complainant continue this path to resolve the issue.
Thank you for allowing the opportunity to provide a response.
Sincerely,
Mary Ellen M*****
Eversource
Regulatory Relations Specialist
Initial Complaint
Date:04/04/2023
Type:Service or Repair Issues
Status:
ResolvedMore 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 has been very frequently blocking off my street so that no traffic can get through. Because of this the **** ****** will no longer deliver mail to my house. The same may be true for other deliveries. They have provided absolutely no advanced notice or information on when and how long these very frequent road closings will occur.
Business Response
Date: 04/04/2023
I have spoken to the manager of this project. There is an ongoing main replacement project taking place on this street. The project manager will reach out to the construction supervisor and crews and ask them to speak to this customer and other residents on the street to share the information this customer is asking for relating to the project. Every effort will be made to keep the road open for local traffic.
Customer Answer
Date: 04/04/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
The construction supervisor did come by to answer my questions.

Sincerely,

****** *******
Initial Complaint
Date:04/03/2023
Type:Order 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.
Main Issues:
- taken over 1 year to complete an easement (paid for over a year ago)
- work was designed and partially installed incorrectly.
- work not scheduled. Excuse is a backlog on transformers (this design was paid over 4 months ago)
- many emails go unanswered by multiple parties

All these statements have been documented via emails and simplified in the timeline below:
2021 Sep: Initial Discussions with engineer design team
2022 May: Easement Started
2022 July: Design Complete - Work Order (*******) $1,237 paid by customer
2022 Aug: Work Started and not finished - incorrect design caught by Eversource foreman
2022 Sep: Redesign Started
2022 Nov: Design Complete - New Work Order (********) $6,632 paid by customer
2023 Mar: Follow-up with Eversource: Stated Easement (2022 May) was never completed
2023 April: Easement Completed
2023 April: Work Not has not been scheduled
Business Response
Date: 04/19/2023
Dear Better Business Bureau,

The Eversource engineer working on Mr. ******** project
reached out to the homeowner on 4/17. He is the customer’s primary point
of contact for this project. As explained in earlier conversations, there
is a nationwide shortage of transformers. Please see attached.
Since this project changed from a single home to a two-home project, the
transformer issue has not eased. Mr. ******** project is in our system
and will be prioritized accordingly. He can continue to communicate with
his contact in Engineering for more frequent updates.

Thank you for allowing the opportunity to provide an
explanation.
Sincerely,
Mary Ellen M*****
Eversource
Regulatory Relations Specialist

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