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

406 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: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
Initial Complaint
Date:09/24/2024
Type:Product 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.
This has been going on for over a year. It seems that Eversource is making money off of my solar o\panels for free. I'm owed over $3000.
Business Response
Date: 10/02/2024
A review of the account shows that the specialist went over
the tariff which does not have the option for a yearly cash out option. The specialist explained the solar credit
stays on the account as a monetary amount until he closes the account or 20
years has passed.
Customer Answer
Date: 10/02/2024

Complaint: ********

I am rejecting this response because:

I am taking this unfair tariff up with the state. I will probably be dead in twenty years. Also, they are reselling the electricity which I have produced and I am not getting any interest on the money.

Sincerely,

******* ******
Business Response
Date: 10/02/2024
Yes we have been informed that you have reached out to the ****** ********* *********.
Customer Answer
Date: 10/02/2024

Complaint: ********

I am rejecting this response because:
As I previously stated, I have been in contact with my state representative, senator and the governor's office. My next step is to contact the ***, the TV news station and the ******** *******. What this tariff is doing is robbery.

Sincerely,

******* ******
Initial Complaint
Date:09/24/2024
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.
From what I can understand is, we the people, that have no choice other than to be your little puppets to a very evil war between the business in the electrical monopoly. “Public benefits” are paid by us in our taxes, why has the state of ** now teamed up with Eversource? We already support the people who need help with our local taxes, why are we paying for their electrical or being double charged to help the ones in need? It seems as if the company itself has acquired too much and we need to pay for their debts. I don’t understand how this is legal, it’s the big fish that eat the little ones in business but you are being as selfish as to play with the livelihood of people that have no choice but to practically choose utilities over food. Disgusting, there are no words for it. I’m done.
Business Response
Date: 09/24/2024
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 **************, as you
may be able to find a lower supply rate, which can help lessen the impact of
the Public Benefits increase.
Initial Complaint
Date:09/19/2024
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.
In June/july I switched from ***** ******** power back to eversource for electricity as the delivery charge was significantly different. As of July 10th 2024 I was told (by eversource person) that i am a eversource customer and that they will switch everything over. I received a bill that was up to july 10th for ***** ******** power to pay, I paid this as it was supposed to be the last bill paid. I have now received 2 months of bills being charged still as a ***** ******** power customer and not an eversource customer. I have now called 4x and my bill has not been switched (as of Aug 21, sept 4th, sept 11th, and today sept 18th). I have spoken to managers/leads who previously stated that this was their mistake. Today after calling I have been told now that i need to pay the july bill when I should have been officially with eversource and that there is nothing that can be done. They have overcharged me for 2 months, and have wasted 7+hrs of my time. I have not paid this bill but eversource MUST rectify this issue, this is obsurd. The cost difference is from $0.18 per kilowatt (***** ******** power) to $0.08 per kilowatt (eversource). The business is no longer trying to change 1 of those months which they had stated they were working on and are now trying to charge me an extra ~$300 due to cost difference between the companies.
Business Response
Date: 09/19/2024
Customer contacted us on 7/10/24 requesting to drop his supplier. The representative informed him that it would be dropped that day - which is incorrect. In **, it takes 1-2 billing cycles for a supplier to drop and that is outlined in the rules with the ** ****** ********* **********. After multiple contacts, he contacted us again on 9/13/24 and spoke to Michelle who informed him that we will adjust the account accordingly. We are in the process of working that request. I will have a representative reach out to the customer again.

Customer Answer
Date: 09/30/2024
This issue has been resolved
Initial Complaint
Date:09/19/2024
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've been an Eversource customer since October 2021.
I have solar panels on my home, so I both consume energy from Eversource and contribute energy back to their grid.
Part of getting set up with them as a customer was filling out a form called a 'Schedule Z'
This form tells them how any energy credits generated from my solar panels should be allocated.
This form was sent to them in October 2021, indicating they should be credited to my account.
This means that any electicity sent back to their grid should be taken off my bills to them as a credit.
In July 2024, I noticed that my bills were much higher than they should be, from May to July. Normally bills from May to October were close to $0 because of the credits.
I contacted them on July 31st and spoke to an agent who admitted that the bills were incorrect. Further, that my Schedule Z form was never properly applied to my account, so there may be MANY bills without my correct energy credits.
The rep committed to having this investigated and crediting us whatever was owed. But he said this would take several months to investigate. I said that for an issue of possibly several thousands dollars owed, that was way too long. I have reached out to that agent, but to no effect.
In the mean time, they are still sending me new bills with incorrect charges. My most recent bill was for $132.63.
My goal is just to get Eversource to investigate this issue, correct their billing on months in the future, and pay me what I am owed back.
It does not seem that they have done anything to try to resolve this yet.
My Current Account ID: ***********
Previous Account ID: ***********
These issues occurred across both my old account ID and current. They changed systems at some point requiring a new ID.
Business Response
Date: 10/03/2024
Dear Better Business Bureau:
Attached please find the excel spreadsheet showing Mr. ****** net meter credits.
These credits have been applied to the account.
Thank you,
Mary Ellen M*****
Eversource
Regulatory Relations Representative
Customer Answer
Date: 10/04/2024

Complaint: ********

I am rejecting this response because:

The provided document is incorrect. There are clearly at least 3 billing periods (July, August, September 2024) where you can see where what we produced far exceeds the usage, but there are no missing net meter credits calculated. These are all bills that have been paid. I've provided screenshots.

Further, what was provided was a credit to my account. I need a refund, as an account credit does nothing for me if I move to a non Eversource location.

Sincerely,

****** ****
Business Response
Date: 11/13/2024
Dear Better Business Bureau:
This issue was resolved on 10/28/24.
Sincerely,
Mary Ellen M*****
Eversource
Regulatory Relations Specialist
Initial Complaint
Date:09/17/2024
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 misinformed by several Eversource Customer Service representatives. I had to switch bank accounts due to fraud, I stopped Eversource auto pay and once I got my new bank I reactivated the auto pay. Once I reactivated it, not realizing that the auto pay skips a month which I was then late on my Eversource bill. I contacted Eversource and I was informed by a rep to not pay it and wait for the auto pay for the full amount ($594.55). If I pay the I owe then the auto pay would still pull both months. So I didn’t pay the bill, I was going to just wait as the CS Rep told me to do. Not expecting to start getting shut off notices. I then called Eversource and I was forced to pay that month I was behind. I made sure to make sure to ask when the auto payment goes through that when the auto payment goes through they wouldn’t take that amount I just paid on top of my current. They said I have plenty of time, that the system will correct the auto pay amount. Today my bank account was withdrawn $594.56 when it should have only been $254.82. Now my bank has also charged me an overdraft of $37.50. In Error of Eversource, I want the be refunded for both the $339.74 and the $37.50. Dealing with all this, I had a very very bad experience with Eversource. I was constantly transferring to the wrong department, very rude and lazy customer service department.
Business Response
Date: 09/17/2024
A review of the account, shows that a resolution specialist is working with the customer .

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