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 New Hampshire

  780 North Commercial St Manchester, NH 03101-1134

• 

  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

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:05/29/2025

  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 want recompense for the unlawful damage ****** **** ******* did on Eversource's behalf to my tree today, May 28, 2025 at approximately 10:00 a.m. I've signed and filed TWO waivers with Eversource who hired them (the first in 2013 and another in 2018), notified the ******** Police several times and in fact signed a waiver last time ****** was trimming on my road to keep them from trimming or cutting any tree on my property without my express approval, and they ignored it, even after notifying them today as well as the cop on duty that my house should be left alone. The cut down three huge major branches that were not even over the electric lines. They were over my neighbor's driveway and she likes the shade. The cop did nothing, standing exactly opposite my tree as they hacked it up. And the ****** **** ******* worker I told about it before they began work in my area was done was ignored by the rest of the crew. Their excuse was that that worker had no authority, even though he was employed by ******, simply because he was new. The size of the limbs was the equivalent of the new tree I planted two years ago which cost me about $300. I'd like the same compensation.
  My trees pose no threat whatsoever to the electric lines and never have. The beautiful oak they maimed had already been trimmed away from the lines. Two ******** policemen were witness to the incident.

  Business Response

  Date: 05/29/2025

  Dear Better Business Bureau:

  An Eversource Claims Representative will contact the complainant and advise them the process for filing a claim.

  Thank you,

  Mary Ellen M*****

  Regulatory Relations Specialist 

  Customer Answer

  Date: 06/06/2025

  I had not responded to this email because I had not heard from Eversource or ****** **** ******* until yesterday afternoon.  

  I am not satisfied with either of their response and would like recompense for the unauthorized cutting of my tree.

  Customer Answer

  Date: 06/06/2025

  I just responded previously today.  Please look at my response. I DO NOT wish the case to be closed as it's not even close to being resolved.

  Thank you.

  ****** ****

• Initial Complaint

  Date:05/28/2025

  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 allowed a neighbor's account, address with their corresponding bills, and their collections have been added to my account. They have several addresses listed in my account that are not mine. They are attempting to charge me over $10,000 for my neighbor's usage! I have never lived at the address in question and when I call the representatives to rectify the situation no one ever calls me back and I am constantly hung up on!

  Business Response

  Date: 06/02/2025

  Our customer service department has reached out to Ms.
  ******* and left several messages to discuss the accounts and identity theft
  claim. Please advise *** ******* to contact our customer service department at
  ###-###-#### (M-F from 8am to 6pm) to discuss the accounts and identity theft claim further. 

• Initial Complaint

  Date:05/14/2025

  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 am filing a formal complaint regarding a service disconnection by Eversource Energy at my residence on 5/13/25. The disconnection occurred without receiving the required 72-hour
  notice and without any notification after the shutoff.
  I was unaware that my power had been disconnected until I returned home late that evening. At that point, their customer support line was already closed and not available until 8:00 AM the following day. This left me and my household without access to power or the ability to contact anyone for
  assistance, which could have created a serious safety and health concerns. I could not shower, heat up food, or cook anything the rest of that day, and since I had no idea when my power was cutoff, all the food in my fridge had to be thrown out, and items in my freezer thawed resulting in a my kitchen being flooded. I called the following morning I informed them I had made a payment on 5/13/25, and requested my power be reconnected only to be told I would have to wait another 24 hours before someone could be dispatched. I requested escalation but could not get any further assistance. So I had to take off work the entire day.
  I believe this is a direct violation of Massachusetts regulations requiring utility companies to provide
  written notice 72 hours before disconnection and ensure adequate communication afterward. I am also concerned about the lack of recourse provided for restoring service after hours, and after payment is made and confirmed. I am requesting an investigation into this matter and a directive requiring the utility to:
  - Acknowledge their failure to notify,
  - Provide an official apology and/or corrective action,
  - Offer compensation for any losses (including food spoilage and lost productivity),
  - Implement safeguards to prevent this from recurring.
  Thank you for your time and assistance

  Business Response

  Date: 05/14/2025

  Dear Better Business Bureau:

  Eversource has also received this complaint from their regulatory authority, the DPU.

  As we are regulated by the DPU, we will provide our documentation required to answer the customer's concern to them.

  Thank you,

  Mary Ellen M*****

  Eversource

  Regulatory Relations Specialist

• Initial Complaint

  Date:05/14/2025

  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 paid my bill at 10am for a reconnect , there is no reason why it takes 24 hours to reconnect my services. There use to be same day pay and reconnect. They lied and told me it beer was a thing but one tech told me they started doing this recently. No reason why the business has their money and I don’t have my service back by the end of the business day . I feel ripped off.

  Business Response

  Date: 05/14/2025

  Eversource doesn't do same day service

   

• Initial Complaint

  Date:05/07/2025

  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 August 20, 2024 I moved into my new residence, **** ********* ** *********** **. I forgot to ask Eversource Energy for a rate 2 because I am a ***** recipient and only forgot due to a head trauma suffered in 2015 to the current date.
  
  I spoke to a customer service agent at 5:41pm on 5/6/25 and she told me that the amount cannot be prorated, backdated, from the service start date. Previously National Grid prorated the bill. I am asking for assistance because customer service cannot assist me with Eversource Energy guidelines.

  Business Response

  Date: 05/12/2025

  Dear Better Business Bureau:

  The account was placed on discount rate for the November 2024 billing and is still on the discount rate.

  The billing can not be cancelled and retro-actively billed bill on discount rate.

  Thank you for allowing the opportunity to provide an explanation.

  Sincerely,

  Mary Ellen M*****

  Eversource

  Regulatory Relations Specialist

  Customer Answer

  Date: 05/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  I was eligible for a rate 2 discount at the time service started. Please see the attached paperwork.

  My home is on a fixed income and I am having difficulty paying my bill because I am waiting for disability payments.

  Can you please reconsider the start date of the rate 2 with my proof of eligibility for the billing adjustment beginning at the service start date.

  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 05/19/2025

  Dear Better Business Bureau:
  The customer’s account began August 1, 2024.
  The customer submitted her documentation on 10/25/24 and the
  discount rate was applied to the 11/20/24 bill and subsequent bills.
  It is the customer’s responsibility to provide these
  documents.
  The bills August through October will not be retroactively cancelled
  and rebilled on the discount rate.
  
  Thank you for the opportunity to provide and explanation.
  Sincerely,
  Mary Ellen M*****
  Eversource
  Regulatory Relations Specialist

  Customer Answer

  Date: 05/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was suffering from a head injury during the time I signed up for service. The head trauma was causing memory loss and I could not advocate for myself to request the rate 2 service, I was already educated in rate 2 service discounts and the documentation needed.

  Please take into consideration the situation for why the rate 2 was not requested the date service started with the documentation provided.

  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:05/05/2025

  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 called and cancelled service for the nh address, and than I called to verify which the verified. I am still being billed for that address. This needs to stop. I cannot keep calling this is horrible. Stop I tried to cancel the auto payment but you just charged it again.

  Business Response

  Date: 05/05/2025

  You contacted Eversource on 3/25/2025 and requested to end service on 5/1/2025.  We pulled the original phone call from you on March 25 to verify that May 1 was the correct date and it was verified that you stated to cancel service as of May 1.   That is the date we cancelled service.

• Initial Complaint

  Date:04/28/2025

  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 become a fraud that preys on struggling Americans. I have both gas and electric and within the last 1-2 years their charges have taken much of my savings. Their delivery rates have become highway robbery and there are too many fraudulent added charges to both my bills that are garbage and that we did not sign up for. This company grossed over $8 million because of their own greed and preying on their customers. I do not have other options for services and this is becoming ridiculous. Something MUST be done about this.

  Business Response

  Date: 05/13/2025

  A review of the account shows that the customer is being charged correctly. Any questions on the billing the customer can reach out our call center. 

  Customer Answer

  Date: 05/20/2025

  I haven’t received any correspondence to reply to. This matter has NOT been resolved and should be reopened. 

• Initial Complaint

  Date:04/28/2025

  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.

  The deliver and supply and all the extra fees they are charging have added extra costs to our bill which for years was never more than 150$ a month now our bills are averaging almost 500$. It doesn’t make any sense.

  Business Response

  Date: 04/28/2025

  All fees are approved by the state, a review of the account shows that the customer's average use for the last year was $260 per month. We offer a wide variety of payment options for our customers. 

• Initial Complaint

  Date:04/25/2025

  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.

  Medical protection on a domestic violence dv account. Being refused service and reconnection because they want me to make my service address public record which endangers myself and my children. I have sent everything they requested several times and my dr office has as well and still we have no utilities and a refusal of service even though this wasn’t a request when it was first told to get the new medical form. Every time I call in it’s a different request and refusal. Even when told why they told me I am not the only one with a medical issue or dv requested to speak to a supervisor or manager in protections since they said they never dealt with this situation and was told protection doesn’t speak to the public I can email them it’ll take 3-5 days my medicine, breathing machines can’t be used and it’s just gets worst with ever call. They keep telling me to call back to check the status but still nothing. It can’t be a letter for my children because it doesn’t match the account holders name but yet the account is verified through me and my name is is on the documents as well. My own info can’t be used because it now doesn’t match the service address in the heading and the body of the letter which the body of the letter is what is needed and my name. My hardship info can’t be used because it doesn’t match the service address along with the discount documents because it doesn’t have an end date or match the service address but my name matches. Again explained due to domestic violence all my correspondence goes to a mailing address which is the us postal address and still I was told to change it. Even after I explained again domestic violence and safety protocols which this will endanger me and my five living children and this was noted when the account was open last year April 2024. Even gave them the mailing address to use and someone changed it back to the service address which no mail is accepted for myself or my family at. Mark the supervisor helped to his best.

  Business Response

  Date: 04/25/2025

  Dear Better Business Bureau,

  This matter is under review with our regulatory authority and we will respond to them regarding this matter.

  Thank you,

  Mary Ellen M*****

  Eversource

  Regulatory Relations Specialist

• Initial Complaint

  Date:04/24/2025

  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 Eversource gas account for both electricity and Gas. I am signed for paperless .One of my account for gas was overdue. However, I received no notice in email or text that the service will be disconnected. Companies keep a trail of all the outbound messages/text for audit purposes. Not only i did not receive a disconnect notice, they are adamant that a notice was sent out. Which is absolutely not true. I am without heat and being accused .
  I want the issue where i don't get notified for disconnect notice to be fixed and also not be blamed for the system issue where no notification was sent via email/text.

  Business Response

  Date: 04/24/2025

  A review of the account shows that the last payment was in January.  The disconnect notices went out on April 3rd and April 10th,neither was returned to the company as undeliverable. In order to get email/text notifications the customer would have needed to sign up for them which has just recently been done.  There will be no adjustments or credits to this account. 

  Customer Answer

  Date: 04/24/2025

  Customer care found 4 accounts mapped to my name . 2 correct and 2 incorrect ones .

  paperless option is disabled on the correct one and enabled on incorrect one.

  They enabled it on my current account now.

  however to reinstate the connection , $85 is being charged . I am disputing why should I pay this when the issue was with the notification for service disconnect .

  also I have not setup auto pay because of the same reason . There are way too many accounts mapped to my service address .

  2 out of the 4 are not correct . I don’t want my autopay to get payed to the incorrect ones 

   

  Business Response

  Date: 04/24/2025

  Notifications were mailed to the customer on 04/03 and 04/10.  There will be no credits or adjustments.  The customer is responsible for the reconnect fee. 

  Customer Answer

  Date: 04/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have signed up for paperless notification as I travel for most part of the month. That is the whole point of signing up for text and email notification 

  i have not got them on emailor text.

   

  
  
  
  Sincerely,
  
  
  
  ******* *********