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

407 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:07/31/2023
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 AM INCREASINGLY FRUSTRATED WITH EVERSOURCE ENERGY & THEIR ACTIONS DURING THE PANDEMIC. ON NOV 2022, I PAID THE BILL ($60.78) IN FULL. ON NOV 2022.
I WAS AWARDED AN ANNUAL ****** GRANT OF $880 DIRECTLY TO THE VENDOR.
THE NEXT 3 MONTHS OF AMOUNTS OF $350 PLUS WENT UNPAID EXCEPTING MEAGER AMOUNTS I COULD PAY. I WAS ADVERSELY AFFECTED BY COVID 19 PANDEMIC.
TO DATE, I HAVE YET TO UNDERSTAND WHY I RECEIVED 4 DISCONNECT NOTICES THREATENING SHUT-OFF WHEN I WAS NEVER IN THAT PREDICAMENT. TO DATE, I HAVE YET TO SEE POSTED ON MY ACCOUNT, THE PAYMENTTRANSACTIONS THAT BRING ME TO MY CURRENT STATUS OF 'NO PAYMENT DUE'. I WAS HARRASSED FOR MONTHS. I WAS "GUIDED" BY A REPRESENTATIVE TO ACCEPT A BUDGET PLAN TO AVOID DISCONNECTION. I NEVER NEEDED THIS PROGRAM AND I DON'T AGREE TO HAVE A $400 'GOOD FAITH PAYMENT' DEDUCTED FROM MY GRANT. I DEMAND FROM EVERSOURCE, ALL GRANT MONIES PAID ON MY BEHALF, BE APPLIED TO MY ACTUAL BILL BALANCE. I HAVE ALL RECEIPTS, EMAILS, NOTICES & PHONE LOG INFORMATION OF WHOM I SPOKE WITH.
IF YOUR AGENCY WOULD HELP TO 'DECIPHER' MY BILL AND FOLLOW THE MONEY, I'D BE FOREVER GRATEFUL & ASSIST OTHER VETERANS. I AM MANAGING COPD AND AM UNCOMFORTABLE WITH THREATHS OF NOT HAVING ELECTRICITY TO USE MY NEBULIZER OR CPAP DEVICES.

THANK YOU FOR YOUR SERVICE STANDING WITH THE LITTLE GUY VS. GOLIATH!
SEMPER FIDELIS ****** ******

SEMPER FIDELIS ****** **
Business Response
Date: 07/31/2023
A review of the account shows that the customer had an accrued balance of $2015.11. On 06/28 the energy assistance payment of $858 was recieved. (also shows on the bill the customer provided). The customer is now on the New Start program to help with the balance.
Initial Complaint
Date:07/24/2023
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 have been an eversource customer at my property since 2007. My ex-husband and I had an account under my maiden name - ***********. We divorced in 2019 and I bought the property and kept the electric account open. My supplier for electric has been ***** ***** and I have paid well over 7k per year for electric. I opened a new account *********** so I could partner will a better and far more affordable supplier. At the same time I closed the **** account. Both accounts are linked under my one profile with eversource. My exhusband (because his name is still on the account) and I called Eversource to have my money (***** ***** *******) transferred to my new account. Instead, Eversource returned my money/credits in the amount of 1371.97 on 6/22/23 to ***** ***** and has since sent me a bill. I would like my money reinstated to my correct eversource account ***********. it should not have been returned to ***** ***** - the complany I have been paying outrageous prices to for years and years.
Business Response
Date: 07/24/2023
Dear Better Business Bureau:
It is recommended that the customer of record, of the closed account, review their contract with the solar farm.
**** ***** ***** are the recipient of excess allocatee Net Meter Credits when an allocatee's account ends.
Thank you for allowing the opportunity to provide an explanation.
Sincerely,
Mary Ellen M*****
Eversource
Regulatory Affairs Specialist
Customer Answer
Date: 07/24/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

******* ********
Customer Answer
Date: 07/24/2023
I spoke with my host provider***** ***** and they have been excellent. They confirmed that eversource should have transferred the credit to the new account and should not have returned my money to ****** Further, ***** ***** has scheduled a call with eversource and ***** will be returning my money to be via ACH. ***** gave me the option of applying my money to my new eversource account or refunding directly to me via ACH. Since I do not trust eversource to get it right, I will have ***** return my money to me directly. This whole thing could have been avoided if not for eversource.
Initial Complaint
Date:07/24/2023
Type:Customer Service 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.
On July 10 my solar panel installation was completed and new meters were installed by Eversource. I was told by the Eversource installer that paperwork would be filed the next day and I should have final paperwork for Permission to Operate (PTO) in 2-3 days. The paperwork was filed the next day. After one week, I had not heard from Eversource with my PTO so I called the Solar division. They said the paper work should be done in 48 hours. After another 4 days I called when I had not received anything and was told it would be 5 days. It's now July 21 and I called again, The person who tried to help me could not find a single person to address why this hasn't been done. She spent 20 minutes on the phone calling people within Eversource and got nobody to answer any phone. It was 2pm. Does anyone work there? She apologized and said she would send an email internally but couldn't help me any further, This is costing me money because I paid for the solar panels and they can't be activated until I get a PTO from Eversource. Meanwhile I am paying for summer air conditioning bills which I shouldn't have to. Please get the job done!!!!
Business Response
Date: 08/01/2023
Our Senior Account Executive has been in constant
communication with Mr. ***** and advised he did not receive the Permission to
Operate letter due to the outstanding fee was not paid by the customer’s
installer for the production meter. When applying the installers are made aware
that the fee must be paid before the Permission to Operate letter will be issued
(the installer did not provide the correct email address for Mr. *****). The
payment was made at the end of last week ending 7/28 and Eversource issued the
Permission to Operate Letter.
Customer Answer
Date: 08/01/2023

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:06/26/2023
Type:Customer Service 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 called to set up my gas and electric around 03/10/23. They told me i was all set with gas and electric. I don't think they switched the gas into my name. Please fix this. I tried calling 3 different times on 06/26/23 but could not find anyone useful.
Business Response
Date: 06/27/2023
There may have been some confusion when setting up the gas and electric accounts at ******* new address. A call to Eversource Gas of ************* ****** needed to be made separate from a call to Eversource Electric to create a gas account for her address. To resolve the issue, an **** call center representative reached out to Logan yesterday and billing for service at *** ******** ***** *********** has been established.
Customer Answer
Date: 06/27/2023

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:06/26/2023
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 have been with eversource electric for for 10 years, I don't get my bills home because everything is online, i usually don't have to pay electric because **** gives me a credit every certain time so the last time a payment came out of my pocket was in 2021, i received and alert on my phone that the electricity was going to get canceled and found it weird since i usually have a credit, I notice that eversouce is not supplying my light that is a company called *** that i never hear of them so my bills where coming very high that's why my credit ran out, right now they are charging me $711 dollars. I called eversource and they told me i switched to this supplier and i never did I have no idea who they are, I called them and told them to send me the supposely contract i signed with them and they said they were going to and never did. I never signed up with this company I have no idea who they are i want this company to return all the payments they grab without authorization and do something about the bill now, my service is about to get disconnected
Business Response
Date: 07/06/2023
Dear Better Business Bureau:

Ms. ********* has been an alternate supply customer of *** since
December 2018. Ms. ********* would need
to contact the company regarding her contract with them. Eversource is not responsible for the
supplier’s portion of the billing or rate when the customer chooses to contact
with an alternate supplier. They are a licensed
supplier in *************.

Please share with customer that the Fuel Assistance past
payment history shows that the payments arrive end of August, so we have not received
a payment from that agency this year.

Thank you for allowing the opportunity to provide an
explanation.

Sincerely,

Mary Ellen M*****
Eversource
Regulatory Relations Specialist
Initial Complaint
Date:06/26/2023
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.
My name is ******* ******* and my Evesrource account number is Electric gas #***********. I acessed my account and decided to take advantage of the electric lawn mower rebate offered and promoted by Eversoutce.
On 3/28 F******* ****** ********** debited my account for the purchase of a ******* 2x20 v cordless 17" lawn mower. The second time I used this mower, the blade flew off and the attachment to hold it shattered. I've made several calls to ******* and submitted an inquiry via their website and was told I'd get instructions on how to send it back for a refund. No-0ne has gotten back to me or returned my calls. This is very disturbing and I would greatly appreciate the courtesy of a call and assistance from Eversource as the company sponsoring and promoting this inferior product. I would appreciate the return instructions and a full refund of the amount paid.
Debit information ******** *********** ******** ** **********
Business Response
Date: 07/06/2023
Dear Better Business Bureau:

As Mr. ******* stated, he purchased a product from the
****** ********** ****) website for the purchase of a lawn mower by the
manufacturer, *******. That purchase included an instant rebate from Mass
Save. While the item was purchased on the *** website, the product itself
is manufactured by *******. As with any retail purchase, if there is an
issue with a product, the customer would need to contact the manufacturer for
warranty information.

We understand Mr. ******* has made several calls and submitted
a complaint to the manufacturer’s website and no one has returned his calls or
responded to his online ******* complaint.
As the warrantee is with the manufacturer, he will need to
continue to contact them, regarding issues with the lawn mower.

While Eversource is a sponsor of **** ****, which recommends
products for their energy efficiency standards, we do not warrantee the
products.

Thank you for allowing the opportunity to provide a
response.
Sincerely,

Mary Ellen M*****
Eversource
Regulatory Relations Specialist

Customer Answer
Date: 07/06/2023

Complaint: ********

I am rejecting this response because: I feel that Eversource should stand by the products they advertise and promote. Eversource is a very large business and as such I would expect their assistance.

Sincerely,

******* *******
Initial Complaint
Date:06/23/2023
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.
E versource has overcharged my bill by 60 percent @24 cnts a KWH MORE THAN DOUBLE THE CORRECT RATE for the last 8 months by using illegal bait and switch offers for a fixed rate of 24 months and refused to honor under state law and now under state law. They "rejected" the new transfer to a lower cost supplier

REFUND $2000
Business Response
Date: 06/23/2023
Eversource notified customers on their January 2023 bill statement, “Beginning Jan.1, if you have chosen Eversource as your energy
supplier, the Standard Service supply rate will increase. How much you pay will
depend on how much energy you use and weather conditions. To learn about the programs,
we offer to help manage your energy use and help you pay your bill this winter,
visit ***************************” This bill included the Standard Service Rate
of 24.172 cent/kWh and Term/Expiration: 6 months until June 30, 2023, and we
provided ****************** to switch
suppliers. When the customer started service in 2005, a privacy statement was
read and the customer requested to keep his information ‘private’, not wanting
his information to be sold/released to a third-party supplier company. Due to
this ‘privacy protection,’ he was unable to switch suppliers. The Privacy request
was canceled today, 6/23/23 due to this complaint and the customer should be
able to enroll with suppliers as early as Monday, 6/26/23.
Initial Complaint
Date:06/15/2023
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 in arrears on my electric bill for $1k...living on **** and falling behind due to hardship and illness. Last month I was running late on $249 on my bill that was in payment forgiveness, and was served a cut-off notice for that following month. June 7th. When I went to go pay it a little late they raised it by $100. I live alone and use very little electric my bill is normally $50-80/mo.

I argued that I'm a little tight and they didn't care. I called back again and she said, pay $180 and you will get back on track. I asked is she was sure, she put me on hold and said "No, it's $345 and you must pay or you get cut off. I said: "You guys aren't gonna cut me any slack, huh?" She ignored me. She continued, pay the $345 and if you pay that, the bill will be $65 a month thereafter." Eversource lied.

Today I get the bill and it's $100, I called to complain. I said, it's not a lot of money to most, but to me at this time, it is. And further, they constantly remind us that our phone calls are recorded, so why not just listen to the message. They refused and then mentioned she "needed training". I told her, that you can't train a person on ethics. The were so rude, they ignored me....talked over, around and through me, and basically said: "What the notes say." I said, I realize what your notes say, but my notes say $65/mo and I budgeted for that....and....your person lied.

We are not talking an expensive bill, and now you are asking me to pay $100 a month which is more than my monthly average, so that's NO help for a person suffering from economic and health hardship. The "customer service credit" department was unmoved. I said: "OK, you have made your decision, now I'll make mine. I'll file with the *** and the **** ***, good day."

The irony is, if had a huge bill, I don't think they would be this harsh, I can't prove it, but I got the feeling this treatment is reserved for the poor, especially ***** zip codes. Can I prove it? No...but you can.
Business Response
Date: 06/15/2023
A review of the account shows that the account was on the NewStart program and had dropped from that program. The payment that was requested for the customer to pay was to re enroll the customer back on the program. The budget amount is based on the usage on the account. There will be no adjustments.
Customer Answer
Date: 06/15/2023

Complaint: ********

I am rejecting this response because: Your agent lied to me. I paid the amount to reinstate me into the newstart program and was told the amount I was to be charged....when I got the bill it was $35/more, this is a lot for a person living on disability, and your tone even now is harsh and impolite, and you are on a public forum. Therefore, I will be following up with the *** and the state ******** *******. People should know how you treat people who are recovering from the aftermath of Covid, and lower-income folks in genera. I'm not a lawyer, but I'm sure you have violated the law, "on a recorded call" as you are fond of reminding us, by telling us our bill will be one thing and then raising the price on us. A good company would keep their word.

Sincerely,

**
Business Response
Date: 06/15/2023
In reviewing the original enrollment to the program, it shows that budget was enrolled at $90. And then the budget went up to $115. The program is based on the usage on the account.

Initial Complaint

Date:06/12/2023

Type:Billing Issues

Status:

Answered

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 ****** **********. They give us $45 a month towards food or utilities. Eversource gets paid $45 a month for my insurance. Ever since this started happening, they’re saying I’m behind on my bill every month even though I pay the difference of the $45 every single month. I have gone over every single month with them and they’re not missing any money yet the bill reflects that they are. I need to receive, every single bill that was generated since ****** ********** started paying them, and my bank is sending me all of my statements from the day that began so I can prove that I have been paying the difference all along. When I talk to them on the phone, the only payment they ever mention is the $45 they get from ****** **********. They never mention when I pay They always say that I’m in the arrears. I am not. I pay my bill every single month the difference of the $45 so they are paid in full. Ever since that began, they can’t seem to keep my account straight and they’re always asking me for money. Even though my records show I’m paid up to date, my bills do not reflect that any longer since ****** ********** started paying the $45 monthly. I need a copy of all my billing statements for the past 12 months. Please help since this is becoming a nightmare. Thank you

Business Response

Date: 06/13/2023

A review of the account shows that the customer service representatives have tried to explain to the customer that her $45 monthly payment is being received after her bill is being printed . Billing stateements have been sent to the customer.

Customer Answer

Date: 09/18/2023

I have been receiving energy assistance from ****** **********. I receive $45 each month. I applied this to my Eversource utility bill. Every month ****** ********** gives them $45. I will provide evidence of this. Every month my bill states that there is a balance forward of $45. Every bill I have received since January has stated this. They also state on my bill that $45 was not received on the ninth because the $106.61, and $45 add up to what my bill was, which is $151.61. Can you subtract 45 from that you get the amount I paid which is $115.41. They are not honoring the payments they are receiving. I believe this is fraud. I can provide further evidence if necessary. This is been going on since I received my benefit. This has to stop. Please refer me to whatever legal action I can take. I would also like to note that this business never bothers to call me back, and nothing is ever resolved. I am requesting that they contact me. If they don’t, I have no other choice but to take this to the local court. Thank you for your help.

Business Response

Date: 09/18/2023

Customer Answer

Date: 09/26/2023

Company never contacted me and there’s been no resolution. I’ll file another complaint. But you need to know that they do not respond, ever.

Initial Complaint
Date:06/08/2023
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.
Back in November 13 2023 I requested to change my supplier have hearing the news about Eversource doubling their rates. I am just know finding out my claim was denied due to Everyone putting my account on a protection plan which I didn't ask for. I always make monthly payments..and right know my account is double. I would like a refund to my account for the 13.79 cents per killawatt I would have received through the 3rd party and I would like the switch to them.
Business Response
Date: 06/08/2023
A review of the account shows that the customer applied for hardship through an agency back in December. Being on hardship, a customer cannot have a supplier. We are not able to provide any adjustments to the customer's account.
Customer Answer
Date: 06/16/2023
***** ***************** *******************
***** ********* **** *** **** **** **
*** ********** ***********************
******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********

The complaint is not satisfied, I never applied for a hardship. I always made a payment each month on my light bill.
Business Response
Date: 06/16/2023
The customer applied for assistance through an agency. They in turn qualified the customer for hardship.
Customer Answer
Date: 06/20/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

******* ***
As stated I did not apply for hardship a 3rd party did on my behalf without notice. Also you claimed this happened on December when I requested to change supplier in November. Eversource had no attention in changing my supplier. I was never contacted from Eversource. They just triple my bill for gain. My supplier would have only charged me 13.9 per kil watt while they charged me 26 per kil watt. I want my bill adjusted back to November for the 13.9, this would have saved me money.
Business Response
Date: 06/20/2023
There will be no adjustments to the account.

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