Complaints

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

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• 

  Eversource Energy

  PO Box 270 Hartford, CT 06141-0270

  
• 

  Eversource Energy

  1 Federal Street Building 111-4A Springfield, MA 01105

• 

  Eversource Energy

  215 Shelburne Road Greenfield, MA 01301

• 

  Eversource Energy

  300 Cadwell Drive Springfield, MA 01104

• 

  Eversource Energy

  1 Faneuil Hall Market Pl Boston, MA 02109

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:07/14/2025

  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 1) sent shutoff notice with about 3 days to pay before cutoff; am disabled & receive fuel assistance - both matching payments & lump sum. If the assistance didn't pay, take it up with *** ************* ***- **** **** specifically, he's supposed to have handled it. I'm not responsible for any further payment beyond the $135 per month matching payment, which I have been making.
  2) Eversource also sent a notice they're shutting off all electric in the neighborhood Mon July 14th just got notice on Fri July 11. It's been extremely hot & humid, no electric means no fans or anything like that, & it means no phone- I'm disabled & a landline phone which needs the router/modem which needs electric to work, it doesn't have a battery & my phone is cordless- I don't know why they're doing this but I don't want to be shut off at all for any reason ever. I can't be without a phone, or without fans in this heat. Am taking this to ***** ******** ******* next.

  Business Response

  Date: 07/14/2025

  A review of the account shows that the customer was on a program and the program is completed.  The customer needs to contact our credit department to avoid the shut off at ###-###-####. 

  Customer Answer

  Date: 07/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: call **** ****/ *** ************* *** for payment. We don't have the ability to call; disabled, REM sleep disorder/unable to keep sleep schedule period. much less normal business hours. All communication should be done through BBB or **** *all; not calling us directly like you tried to do today. We have made all matching payments on time and haven't done anything wrong. Already contacted ** ***** ******** ******* about this matter. Will contact legal counsel too if necessary. Do not shut us off. Go after the people who owe the money- *** ************* ***. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:07/11/2025

  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 have contacted PURA with this complaint, I’ve reached out to Eversource with out success. The wait times say 30 minutes yet it’s hours, I leave a callback to keep my place in line, no call back received, I’ve contacted the attorney generals office as well.
  The public benefit charge I can no longer afford, this month it is 85.00.
  When this charge was implemented immediately contacted Eversource, I was told this charge would only be thru April 2025.
  I picked up part time work to make ends meet. My job ended April of 2025. Yet Eversource continues to charge me, when I contacted Eversource I was told too bad the charges continue.
  Now *** is charging the public benefit.
  I do not qualify for low income relief, although I can no longer carry the burden of these charges.
  Costs are rising at a rapid level and I’m starting to face the choice of food or utilities!
  I just can’t afford to pay a company who is flourishing on the coat tails of its customers.

  Business Response

  Date: 07/11/2025

  The public benefits charge has always been a part of the bills.  The charge has decreased but it will not be removed. 

• Initial Complaint

  Date:07/10/2025

  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 decided to charge my small business $250 dollars more this month due to $2.78 cents more of electricity used.
  
  We have had multiple phone calls, no answers from anyone, I clouding supervisors, and no willingness to adjust these charges.
  
  What they are doing is criminal, and extorting people of their hard earned money. Their charges were already outrageous, but this takes the cake.
  
  We have already told them that if they brought the charges down to a manageable number, like our previous bill, that we would be willing to pay that. That is all that we ask.

  Business Response

  Date: 07/11/2025

  After reviewing the bills provided the customer didn't include the account number for the business. In order to assist the customer, we will need that information. 

• Initial Complaint

  Date:07/08/2025

  Type:Customer Service 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.

  Extremely rude representative who took my call and was not informative. Tried to add my significant other to our utility account and right off the rip she rudely said no it’s “fraud”. No ma’am fraud has malicious and deceptive intent. We needed documents for proof of residency with both our names and i just need to know what i needed to add his name. Accusing your customer, of many years, of fraud for looking for information to get things done is wildly unprofessional. Not to mention the outrageous prices on top of that just makes for a bad business. Learn phone etiquette and treat people with kindness and respect.

  Business Response

  Date: 07/08/2025

  The joint account holder must be present at the time of the
  request. It will be explained to the joint account holder that they are equally
  responsible for the billing.

  In addition, their identification must verify, and they
  cannot have a collectable delinquent/write off balance owed to Eversource, before being added to the primary
  customer’s account as a joint accountholder.

  Please have the customer and the joint account holder call
  Eversource Energy at ###-###-#### (M-F from 8am to 6 pm) for further
  assistance. 

  Customer Answer

  Date: 07/08/2025

  
  
  Complaint: ********
  
  
  
  Thank-you for your response in completely neglecting the lack of professionalism in your employee. The information is helpful but doesn’t justify the irate attitude that was given to me. It’s sad that a business as large as a utility company can’t afford to hire or train more professional people.

• Initial Complaint

  Date:07/02/2025

  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.

  Eversource Gas returned my payment for no reason and is claiming I did not make my payment since it was returned. The payment was labeled as approved, and 6 days later (June 30) Eversource marked it as returned. My bank has no record of the payment being submitted for payoff by Eversource; my bank did not return the payment for any reason to Eversource. I have a picture taken from my online Eversource account showing the payment was successfully submitted and approved. but Eversource never submitted the payment to my bank for payoff. I have found like complaints online. My account (verifiable via bank statement) had/has ample money to deduct this payment (again, substantiated through a quick review of my online account statement). I note, again, the bank has no record of Eversource processing the approved/cleared payment. Each time Eversource does this, the company demands customers re-apply to the payment plan and make another huge down payment. Some customers are charged late fees. By never sending small payments into the bank for payoff and demanding that customers re-apply to a payment plan (since they missed their first payment date) the customers who entered into a good faith agreement with Eversource are forced to present multiple huge down payments such that a payment plan is never really put into place (only appears to be) and Eversource gets its money sooner than later. Meanwhile customers who can't afford huge payments suffer, using money budgeted for other things (like mortgages and electric payments) to re-enter a payment plan. Someone needs to check into this issue. This is the second time in a two-month period the company has demanded I re-apply for the payment plan. The first time, the rep claimed Eversource's "system" reprocessed the account, updating, and deleting my payment arrangement. I am now forced to make a third payment arrangement (or find my gas being turned off) with penalty of another huge down payment. Customers are getting brutalized.

  Business Response

  Date: 07/02/2025

  To whom it may concern,

  Please be advised that when a payment is made, a confirmation of the payment is
  displayed, however it is sent to the bank for processing which can take several
  days. In *** ******** case, the $193 payment was made on 6/22/25 and was
  scheduled for 6/24/25. The reason the payment was returned was "Unable to
  locate Bank Account". *** ****** may have typed in the incorrect number. She was advised on 5/27/25 that she could reset her payment plan. It appears that she reset her payment plan today 7/2/25.

  Customer Answer

  Date: 07/02/2025

  This complaint was resolved with Eversource today. 

• Initial Complaint

  Date:06/30/2025

  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.

  Addresss: *** ******** ** ********* **
  
  I'm waiting few weeks to have our gas connection back and for some reason Eversrouce is failing to do so.
  
  We didn't chance the current use or add any more appliances and the building is just stading empty for few weeks.
  
  I was trying to work with Edwin S***** but I feel like he doens't have a clue about what is going on and also doens't answer my my calls so we have no idea what is going on.
  
  Communication is terrible.
  We need the gas to be turn on asap.
  
  
  
  S*****-S*****, Edwin
  Attachments
  Thu, Jun 19, 12:41 PM (11 days ago)
  to me
  
  ** **** 
  
  
  I am writing to assist you with the process of adding 8 gas meters at this location. Because this building is served by a 2” low pressure gas service line, we have to be mindful of that line’s capacity when adding new meters. To start things off, please provide gas load information (appliances and required BTUs), broken down by individual meters – both existing and proposed. I have attached a document to assist you. Most folks will have their plumber or HVAC contractor fill this form out.
  
  
  
  What that comes back to me, I will submit the information to our Engineering folks for analysis, after which I will reach back to you to discuss the next steps. Also, please provide photos of the existing meter assembly so that our Meter Services group can determine what sort of updates they may need to make, including the possibility that they may want to relocate the meter assembly to the outside.
  
  
  
  Please let me know of any questions. Otherwise, thanks for your assistance.
  
  
  
  Respectfully,
  
  Edwin S*****
  
  Operational Account Executive
  
  Eversource Gas
  
  **************************m
  
  Ph: ###-###-####
  
  *******************************

  Business Response

  Date: 06/30/2025

  Dear Better Business Bureau:

  We are now in the process of scheduling the meter
  installations as he needs 9 meters   

  Our meter services team is very busy and once they are available, they schedule an installation day.

  Thank you,

  Mary Ellen M*****

  Eversource

  Regulatory Relations Specialist
  
  

  Customer Answer

  Date: 06/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because they again  still  didn't  provide  installation  date and we didn't  ask to install  9 new meters
  
  
  
  Sincerely,
  
  
  
  *** *******

  Business Response

  Date: 06/30/2025

  Dear Better Business Bureau:

  Eversource suggests he contacts his site manager as this is the result of the meeting.

  This job is new to the gas order work que and am unable to provide a specific meter installation date.

• Initial Complaint

  Date:06/25/2025

  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.

  On or about December 2000 Eversource started charging me approximately $700/month for gas bill. I could not afford this increase and told them to come up and get their meter. They took their gas meter out and over the last several years they have been charging approximately $700/month despite the fact I'm on the New Start Program and a family member is elderly and the other on State Assistance. I've done all I can do on my end except shut my breaker box off and tell them to come get their electric meter. This being said....Tge average electric bill in Connecticut is $291.00. I know someone somewhere somehow is not doing their job because I am very careful about my usage . I am requesting an adjustment for overpayment and believe I am a target and this amount is steeling.

  Business Response

  Date: 06/26/2025

  A review of the account shows that the bills are based on actual readings from the meter.  The customer can have an electrician come out to see what is drawing the usage in her home.  There will be no refunds or credits. 

• Initial Complaint

  Date:06/13/2025

  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 entered into a Budget billing program in January and after I did that I did not get bills for 2 months. I called and tried to be proactive and then I got my budget billing plan (finally) on May 15th the online system allowed me to go into a Payment Plan. I paid 24$ for the down payment and my next payment shows 07/06/2025 which has not even occurred yet. The online system did not allow me to even make a payment in that time until today when I got a 837.25 bill saying: Your budget billing agreement has been terminated. Please note, as a result, your differential balance is now due upon receipt of this invoice. 1 - The system should not have allowed me to make a payment plan that would allow my Budget Billing to no longer be valid. 2 - I have been paying regularly each month and I have been calling (waiting over an hour to speak to someone) stating I did not get bills because I was concerned. All of my calls are showing in your system as well. I called and spoke to billing today and 1 person did not help whatsoever then they transferred me to the payment plan department which stated since I already am in a payment plan there was nothing they could do. I got sent back over to Billing who then sent me back over the payment plan person again stating there is nothing that can be done. I cannot go on the Budget Billing because I have a past due balance and I cannot go on a payment plan because I already have one set up. My issue is that the system made it so I could not make a payment and it has now spiraled into no one can do anything for me, which is why I have come here to make a complaint because I truly have been trying to make it so I was not late in payments and I did everything on time. The only option was to allow the payment plan to cancel (by not paid I assume) and then something can be set up which just does not make sense because I am not in the wrong here. I want the budget billing to be honored and I can continue making those lower monthly payments.

  Business Response

  Date: 07/14/2025

  Dear Better Business Bureau:
  Please share with the customer, the untimely bills have been
  abated.
  The current balance (the account has not billed for July
  2025) is $162.63.
  The recent mailed collection reminder is voided.
  There is an exemption from collection until 9/14/25 and
  hopefully the customer can make the account balance current by that date.
  Sincerely,
  Mary Ellen M*****
  Eversource
  Regulatory Relations Specialist.

  Customer Answer

  Date: 07/15/2025

  
  
  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:06/05/2025

  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 had an overdue balance with Eversource for my gas bill. I decided to set up a payment plan. I attempted to do it online, but when I clicked on submit, I received a response that it could not be done and that I needed to call customer service.
  
  On Monday, June 2nd, I tried it again online and this time I was successful. I authorized a payment of $200. I received an email (see attached) outlining the payment plan.
  
  According to my bank, Eversource took TWO payments of $200 from my account for a total of $400! I called Eversource today and I was told there were two separate transactions and they were unable to refund me $200. I only authorized it one time. I was told they couldn't refund the $200 because another statement has been issued (see attached) which now shows me having a credit of $43.00. If I could have paid $400, I never would have set up a payment plan!
  
  I am filing a complaint because I did not authorize two $200 payments.

  Business Response

  Date: 06/05/2025

  Two transactions of $200 each posted to the account on 6/2/2025. Thet is the date the payment was taken out of the bank account. It's impossible to know why it was done twice if was not deliberately done. Eversource does not process payments twice.  We have reviewed the transactions with our cash department and can process a refund of one of the payments after 5 business days.  Thus, first thing on the morning of June 9, a refund will be processed for $200.  A paper check will be mailed.

  Customer Answer

  Date: 06/05/2025

  
  
  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:05/30/2025

  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 has sent two shut-office notices to my residence at *** ***** ****** despite an existing medical tag for both my son (****** ******) and myself (****** ***** *****); fulfilled request by primary care physician to update the tags to "life threatening" per Eversource customer service representative within the last two weeks of this claim; existing direct debit of $100 monthly towards account for over six months. Along with an end to the shut off notices, I am seeking acceptance of the current payment arrangement until I can afford to increase payment per month and/or pay off the balance of $5300 (approximately) completely.

  Business Response

  Date: 05/30/2025

  The customer's medical was updated to their Eversource account on 5/26/25. The customer must call our credit department at ###-###-#### (M-F from 8am to 6 pm) to discuss payment arrangements and hardship programs.