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

  247 Station Dr Westwood, MA 02090-2394

• 

  Connecticut Light and Power

  PO Box 650032 Dallas, TX 75265-0032

• 

  Eversource Energy

  Po Box 2010 West Springfield, MA 01090-2010

• 

  Eversource Energy New Hampshire

  780 North Commercial St Manchester, NH 03101-1134

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:05/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are in the midst of a solar project that was approved by Eversource in January of 2023. The project is currently at a standstill because we are waiting on Eversource to confirm that our Solar Company is able to interconnect in the transformer instead of behind the meter (which they have done previously on another project within our town). However, all attempts to get in contact with the ** *********** ********** department for the last 2-3 months have gone unanswered and unreturned. We continually email the provided email address, and send messages through the Representatives at the Solar department, but have not once been replied to or called back.

  Business Response

  Date: 05/17/2023

  Customer has been contacted.  We are waiting on submission of their completed COC to move forward with the project.
  
  

• Initial Complaint

  Date:05/11/2023

  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.

  Power keeps going out today on and off

  Business Response

  Date: 05/11/2023

  A review of the accounts shows that there was an accident involving a vehicle.  We are working on completing the outage. 

• Initial Complaint

  Date:05/09/2023

  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 contacted Eversource about my electric bill being extremely high several times over the past 6 years. Now when I call to continue to find out what is going on with my electric bill I am transferred and hung up on everytime I contact them. I was told years ago that I was receiving someone else's bill and they supposedly straightened it out. My supply charge went down when I switched suppliers but my bill with the new supply charge has not made my bill go down with the same amount of usage that eversource says we use. I am extremely frustrated by all the run around I am getting from them with no explanation as to why my bill is so high. I have requested numerous times to have a representative come out to see what is going on to no avail. I believe I am paying someone else's electric bill and I can't get anyone to help me get to the bottom of this!!!! I am ready to contact a lawyer.

  Business Response

  Date: 05/15/2023

  A representative from the company has reached out to the customer. 

• Initial Complaint

  Date:05/08/2023

  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.

  I enrolled a new address due to a relocation/move. I have been a customer for 7 years prior. My new address was not entered. I enrolled in paperless bills and my email address was also incorrectly entered. I received a forwarded notice from my old address, which on the date of shut off. I called that day and asked why I was getting a shut off notice to my old address instead of the address of the shut off and my current address. I also said that the email that was on file was also incorrect. That I was absolutely interested in paying my bill and that any penalty should be removed as all information was incorrect. However they did have my telephone number. They reversed the charge for late fees and accepted payment over the phone for the full amount past due. They were asked to update the email and the address. I left the next day for a 5 day business trip and returned to my power being shut off. I call and tried to restore power and eventually got a supervisor on line who stated my email was correct my address was correct and that a text would have been. sent. That she would request not an immediate turn on but within 24 hours. She adamantly refused to acknowledge that a call was placed the week before and that the only reason the information was now correct was because I spent an hour on the phone the week before getting it updated an resolved. I have a freezer and refrigerator that was completely defrosted after I returned home from 5 day business trip. She refused to restore power in anything less than 24 hours due to her insistence that the information was accurate in their system and that I would have received my bills and texts. No bill no texts no phone. Just turned off. I had to stay in a hotel so I could have a hot shower for an early business meeting the next day. She cost me thousands of dollars in ruined food
  I have included an image of the envelop that did not go to the shut off notice address but from my old address that I moved from 3 months ago

  Business Response

  Date: 05/08/2023

  A review of the account does not show any calls into the call center for the prior week.  A disconnect notice was mailed to the customer's new address not the old address.There will be adjustments on the account. 

• Initial Complaint

  Date:05/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Electric was disconnected April 28, 2023 without any notification. I called to find out what was happening and Eversource rep said I'd have to pay $285 plus they charged $80 reconnection fee. (yes, I have a balance owed) I would like the $80 not to be charged to my account or to have it credited if Eversource has already charged it.
  2. I made a payment arrangement while under duress on the phone with their "Customer Service" rep (and I use the term lightly) to pay $285 per month for the next 5 months which is almost 3x my balance due ($500).
  3. I called to have the payment arrangement adjusted and while on hold, Eversource's robot voice kept repeating "having trouble paying? we're here to help". When rep, Nicole, picked up my call her immediate response was "no we do not change payment arrangements".
  After I explained that the payment arrangement was much more than what is owed, Nicole said "you can cancel the arrangement and start a new one and we will need more money from you". What part of "I need to adjust the payment plan to something affordable" did the rep not hear? Where is the "we are here to help"? False advertising. Bait and switch.
  I feel that I should not have to pay the $80 reconnection fee for a disconnect for which I was never notified and I would like to adjust the payment arrangement to something more budget friendly without having to give them more money until the due date
  
  Any assistance you can provide would be most appreciated. Thank you

  Business Response

  Date: 05/05/2023

  The disconnect notice on your account was mailed on 4/13/2023
  with a disconnect date of 4/27/2023.  The
  notice was not returned by the post office as undeliverable.
  Your total balance at that time was $747.16 which was
  approximately four months of bills.  A
  payment arrangement not only has to include your balance but we estimate your future
  bills also so that when the payment arrangement is complete, your balance
  should be close to $0.
  We did search for calls from your phone number between 4/27
  and 5/5 but did not locate any calls other than the call when you were disconnected.  We don’t have any calls with a “Nicole”.  If you know the exact date and estimated time
  you called or if you were calling from a different phone number, we can search
  again.
  Unfortunately, the reconnect charge will not be waived as multiple
  months of bills and a disconnect notice was sent to the address on file.

• Initial Complaint

  Date:05/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Eversource customer support today 5/4/23 as I noticed based on my last bill my electricity usage shot up a crazy amount. It was 2.8x times the usage for the same time period last year... The only change between this year and last was the number of people in the house - this year, I am the only person in the house, so you'd assume the energy usage would go down?
  
  The customer service agent was the rudest lady I have ever had to speak with. She kept DICTATING and making assumptions about why my electric use was so high, which were all completely incorrect... I explained to her that I am using less electricity than last year. I am an engineer and know how electricity works. I've looked at all my outlets and appliances and roughly calculated my usage and what do you know, it was spot on to my usage from last year (with +/- 10 kwh). I told the customer service agent that I checked the meter for the upcoming cycle as well and it was showing I used over 2x again from the previous cycle last year... I asked what could be the reason and if we could get the meter tested...
  
  She said "Its MY OPINION that you used more electricity and Im not going to change anything. I am going to write my opinion down, and thats it". What kind of response is that?!
  
  All i asked was to get the meter tested, recalibrated, and validated. I dont care about a customer service agent's opinion based on absolutely nothing... Is this who Eversource is hiring these days? Likely going to make the switch to a different company as Eversouce is going down the toilet lately...

  Business Response

  Date: 05/08/2023

  Dear Better Business Bureau:

  Thank you for allowing the opportunity to provide a response to Mr. ******** request for a meter test.

  The electric account has been noted to schedule a meter test.

  Please ask Mr. ****** to contact Eversource at ###-###-#### to schedule a meter test.  We would ask of him to be home during the test.

  Thank you,

  Mary Ellen M*****

  Eversource

  Regulatory Relations Specialist

   

• Initial Complaint

  Date:05/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My chargers increased in January of 2023 to an extraordinary amount. When reached out I was told I can switch suppliers by applying and lower my charges. I submitted the application in January for both Units and they only changed one of my units. They stated the block was requested by me which is false and was unaware of this, also was not told this on my phone call with them in January 2023. In April I was told that someone from the resolution department would resolve the situation and provide changes for the correct charges and credited for the extra charges. I am now being told there is nothing that can be done on their end to resolve this issue. Im seeking for a resolution and a credit for charges that I requested to be change months ago and no one has notified me about anything when I was told they would.

  Business Response

  Date: 05/02/2023

  A review of the account shows that there was a supplier block on the account since 2021.  The block was removed in April 2023.  There was no error on the part of the company so we will not be able to provide a credit on the account. 

• Initial Complaint

  Date:04/26/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Entered a payment plan in Nov 2022 for $249 monthly...recieved an email 4/23/23 alerting that payment was due 4/28/23. Recieved 2nd email 4/25/23 saying payment plan was cancelled due to non payment & i was subject to disconnection. I had made a payment 4/7/23 electronicly but it only showed $1 deducted instead of the $239 i had paid. Called eversource credit while @ work...45 min call resilted in csa hanging up..she hung up again when i called back. Left work for the day to accomodate ridiculous phone times. Called again, csa was very nice & informative. Was told the $239 mo plan was not sufficient for my electric usage..offered new payment plan of $850 down & $780 mo. I asked about disconnect schedule as i get paid next week. No answer to that. My complaint is that there was no notice that there was an issue with my payment plan, when i called to clarify i was hung up on. My regular bill & my credit plan bills were impossible to sort out, my payment on 4/7/23 was abitraily declined resulting in plan cancellation. I plan to either accept the 12 month plan @ 780 mo or pay off balance of my bill in full by next week. I have no gaurantee of avoiding disconnection until then. This is not an acceptable way to treat customers

  Business Response

  Date: 04/27/2023

  Good morning.  The company made four attempts to reach you yesterday, 4/26, and left two voice mails.  Is there a better number to reach you?

  Customer Answer

  Date: 04/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Caller ID did not identify Eversource. My phone has spam call protection. An email would be helpful or an identifier for any calls originating from Eversource
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 04/28/2023

  The customer has been contacted.

  Customer Answer

  Date: 04/28/2023

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

• Initial Complaint

  Date:04/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/24/2023

  A review of the account shows that the installation is scheduled to be completed today 04/24/2023.

  Customer Answer

  Date: 04/24/2023

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

• Initial Complaint

  Date:04/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was part of the hardship program with Eversource and while recovering from ***** * ********** cancer I was paying the agreed upon $270.00 on time monthly through most of 2022. When I was no longer able to do so, I called and explained that I would pay what I could every month but the $270 was not in my budget. I was told it would be referred to the financial department and I would "hear back" from someone. I never had a return call/email and instead received the next bill for $380.00. I called again, repeated the same process, and was told I'd be contacted. In the meantime I sent in a lower payment and have never not paid some amount each month. This continued to happen until the monthly bills was doubling each time, going up to thousands of dollars expected each month and a total bill of over $4000.00
  I did call and re-negotiate a new hardship plan, but with a monthly payment of $615.00 Although this is better, it still sur****es the $270 per month and I simply do not have that available. I can furnish any information needed from my oncologist or GP and until I am again able to afford to pay my own bills, I require some type of intervention. I can not have my power disconnected. I am currently applying fro the ****** ******** state **** program so I will no longer need state assistance but having this company price gouging me and not negotiating an amount of money I can pay on a monthly basis is cruel and causing me emotional and mental distress which directly aggravates my condition and my recovery. I am not asking for a hand-out I am needing the time to become financially self-sufficient again so I may move on with my life. Thank you for your time.

  Business Response

  Date: 04/18/2023

  A review of the account shows that the program has recently been reinstated. Unfortunately the program is based on the usage on the account.  When the usage goes up so does the budget. The customer is averaging $615, which is what the budget is.