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:04/17/2023

  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.

  I have received a FINAL Disconnect Notice from Eversource due to a past due amount. I have called the number provided by Eversource multiple times to discuss payment plans/payment options and each time I am disconnected/hung up on. The notification states my power will be disconnected on 4/23/2023. If they will not answer the phone, how I am supposed to set up a payment plan or find out my options?
  Total Amount Due:
  
  $776.51
  
  Past Due Amount:
  
  $506.10
  
  I do not have $506.10 in available cash or credit to pay this right now. I have not been given any other option to rectify the situation.

  Business Response

  Date: 04/17/2023

  We will have someone call the customer to set up a payment arrangement

  Customer Answer

  Date: 04/17/2023

  
  
  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:04/12/2023

  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.

  On January 30th, 2023, I was notified by **** *********** ********, that Eversource Veg Mgt and unnamed Eversource team would be reviewing my circuit due to the 9 outages in the previous year. Email snipped below:
  
  From: **********, **** <****[email protected]>
  Sent: Monday, January 30, 2023 10:58 AM
  To: ******* ******** ; ********* ******** *
  Subject: Re: Eversource Tree Trimming
  Good morning ****,
  Unfortunately, the **** circuit (which includes these roads) was not completed by the end of the year as initially planned. Crews will continue trimming and removal of trees until the circuit has been completed. I have instructed crews to work on the roads in question this week. Also please note that some property owners refused work in that neighborhood, which could impact reliability. In addition to ********** **********, Eversource has a team of people reviewing the **** circuit as a whole, looking for ways to increase reliability. Please let me know if you have any questions or concerns. Thank you.
  Best,
  **** **********
  Arborist | *********** Area
  Mobile: ###-###-####
  ******* ***** ***** **** 
  I have contacted **** ********** on March 20, 2023, but apparently he does not speak to customers and only the Ashford First Selectman because he has not responded to my inquiries. I asked him "Thank you for the update regarding our circuit on *********** **** *****. Are you only removing large trees or is branch trimming occurring too? Also, who would I speak with directly at Eversource regarding the number of outages that we have on our circuit. There was supposed to be an assessment of equipment and reliability of our circuit, but we still have not heard anything about the results."
  
  I am seeking the results of the infrastructure review. There is a large transformer at *** ***** ****. Our power is constantly shut off there due to issues between * *** *** ***** ***
  
  Seeking final results.

  Business Response

  Date: 04/14/2023

  Our ********** ********** team will be reaching out to the customer. 

  Customer Answer

  Date: 04/14/2023

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

  (1) ********** ********** responded by email (, but does not give an adequate timeframe as to when work will be completed.  ASAP is not finite.  Work was supposed to be completed by the end of 2022.  It was not due to Eversource's own issues.  It is now 4 months into the year.  Tree contractors work for 2 days and then don't come back for weeks.  Tree contractors sit in their trucks not actually doing any work.

  (2) The canned response from Engineering does not specifically address that our circuit was going to be reviewed and was going to be reported back on.  They are talking about a $3.9 million project and does not specifically address our circuit.  I would like specifics from from

  Engineering about what they will be doing to our circuit to improve reliability.

  Email chain has been attached in PDF copy.

   

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

  Business Response

  Date: 04/14/2023

  The customer has emailed back to the company and the company will respond back

• Initial Complaint

  Date:04/10/2023

  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.

  Over the past year, I have contacted Eversource about 4 or 5 times about a electrical pole that provides electricity to my house and 3 others, that is leaning towards the house in front of my and needs fixing. I have got no answer, I even asked if this pole is private as in trying to understand why I was not getting an answer and guess what? No answer to that as well. I am beyond frustrated with Eversource lack of concern for the well being of its customers. If this pole is not fixed and falls on top of the house leaving our entire street without light I am suing them, this is too ridiculous. I am going to contact the department of utilities too, over the past months I have seen a bunch of poles falling and that is just building up my anxiety.

  Business Response

  Date: 04/11/2023

  Dear Better Business Bureau:

  Thank you for bringing this matter to our attention.

  Eversource will visit the site this afternoon and will schedule a pole straightening or new set.

  Sincerely,

  Mary Ellen M*****

  Regulatory Relations Specialist

  Eversource

   

  Customer Answer

  Date: 04/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have received this very same message over and over and nothing has been done so far. If this situation is actually solved I will come back change this, so far Eversource does not have my trust.
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 04/19/2023

  Dear Better Business Bureau,

  This complainant has also contacted our regulatory authority in *************, the ***, regarding this issue.

  We ask that the complainant continue this path to resolve the issue.

  Thank you for allowing the opportunity to provide a response.

  Sincerely,

  Mary Ellen M*****

  Eversource

  Regulatory Relations Specialist

• Initial Complaint

  Date:04/04/2023

  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.

  Eversource has been very frequently blocking off my street so that no traffic can get through. Because of this the **** ****** will no longer deliver mail to my house. The same may be true for other deliveries. They have provided absolutely no advanced notice or information on when and how long these very frequent road closings will occur.

  Business Response

  Date: 04/04/2023

  I have spoken to the manager of this project.  There is an ongoing main replacement project taking place on this street.  The project manager will reach out to the construction supervisor and crews and ask them to speak to this customer and other residents on the street to share the information this customer is asking for relating to the project.  Every effort will be made to keep the road open for local traffic.  

  Customer Answer

  Date: 04/04/2023

  
  
  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.
  The construction supervisor did come by to answer my questions.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:04/03/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Main Issues:
  - taken over 1 year to complete an easement (paid for over a year ago)
  - work was designed and partially installed incorrectly.
  - work not scheduled. Excuse is a backlog on transformers (this design was paid over 4 months ago)
  - many emails go unanswered by multiple parties
  
  All these statements have been documented via emails and simplified in the timeline below:
  2021 Sep: Initial Discussions with engineer design team
  2022 May: Easement Started
  2022 July: Design Complete - Work Order (*******) $1,237 paid by customer
  2022 Aug: Work Started and not finished - incorrect design caught by Eversource foreman
  2022 Sep: Redesign Started
  2022 Nov: Design Complete - New Work Order (********) $6,632 paid by customer
  2023 Mar: Follow-up with Eversource: Stated Easement (2022 May) was never completed
  2023 April: Easement Completed
  2023 April: Work Not has not been scheduled

  Business Response

  Date: 04/19/2023

  Dear Better Business Bureau,
  
  The Eversource engineer working on Mr. ******** project
  reached out to the homeowner on 4/17.  He is the customer’s primary point
  of contact for this project.  As explained in earlier conversations, there
  is a nationwide shortage of transformers.  Please see attached. 
  Since this project changed from a single home to a two-home project, the
  transformer issue has not eased.  Mr. ******** project is in our system
  and will be prioritized accordingly.  He can continue to communicate with
  his contact in Engineering for more frequent updates.
  
  Thank you for allowing the opportunity to provide an
  explanation.

  Sincerely,

  Mary Ellen M*****

  Eversource

  Regulatory Relations Specialist

• Initial Complaint

  Date:03/29/2023

  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 received an email from Eversource stating, As requested, we are alerting you that some energy suppliers in ******** ** recently decreased their rates, while utilities, such as Eversource, are increasing theirs. as a result, by comparing all suppliers and choosing the cheapest one, you could reduce your Eversource bills. 11 of ******* residents already chose the cheapest supplier in the last 7 days. They used my name ***** ****** ********.
  Location: ******** **
  ZIP code: *****
  Utility: EVERSOURCE
  I do not reside in ******** **. How did they get my information? Are they fraudulently billing me? Can you help?

  Business Response

  Date: 03/29/2023

  Thank you for the opportunity to respond. 

  Eversource does not service the Maryland
  area. We have reviewed our records and we do not have Mr. **********
  information in our database.  
  This appears to be a scam, or it
  may be a deceptive supplier marketing tactic. The location is listed as Bristol,
  MD however the zip code shown, *****, is a zip code for ******** **.  
  
  ******** ** is an Eversource territory
  however, Eversource is not a supplier, and we would NEVER solicit on behalf of
  a supplier.   
  
  We suggest that Mr. ******** contacts his electric utility provider to ensure his account information has not
  been jeopardized. Mr. ******** can also file a report with his local police
  and/or file a complaint with the ******* ****** ** ************* ******** ***** ********* ******* *** ****
  *******************************************

  We thank Mr. ******** for questioning the email. Kindly remind Mr. ******** never to provide any financial or utility account information to any unsolicited individual, in person, on the phone, or online, even if the individual seems legitimate.  

   

   

• Initial Complaint

  Date:03/28/2023

  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.

  I was double charged and told my refund would be sent by mail in 2 weeks. So not only was I wrongfully charged but my money is now held hostage. No credit was applied to my account and the double charge put my bank account in the red and incurred fees from my bank. I would like a full refund

  Business Response

  Date: 03/28/2023

  Mr. ******* was advised he was charged by his bank (autopay), which he set up and second
  payment was by his ******** card (which he processed). Eversource issued a refund to be sent back to his card, which can take up to 3-5 days, confirmation #********.

• Initial Complaint

  Date:03/27/2023

  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.

  Received a letter in mail on Friday March 24th regarding shut off notice. Made a payment online. Called Eversource at 8 am on Monday March 27th. After going through way too many automated questions and notifications, was on hold for almost 1 hour. Someone finally picked up and introduced themselves and then prompty hung up. Called back and now I am on a waiting list for a callback that may take over 1 hour to receive. I am just trying to get my electric bill sorted out and their website is no help. I have tried setting up a payment plan through the website and put in all my information including bank account but there is no confirmation that it was ever done even though I have an email stating so. I am getting frustrated with Eversource and this is the only electric company in **.

  Business Response

  Date: 03/27/2023

  A review of the account shows that the customer did speak with a CSR and has claimed hardship.  Now the customer needs to upload the required paperwork. 

  Business Response

  Date: 03/27/2023

  A review of the account shows that the customer did speak with a CSR and has claimed hardship.  Now the customer needs to upload the required paperwork. 

• Initial Complaint

  Date:03/22/2023

  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 lived at the address for 7 years because of my divorce recently I have taken over all of our utility bills and I noticed that my eversource bill is shockingly high so I decided to do some research and come to find out our electricity usage has drastically increased which makes no sense because our family of 6 dropped to a family of 3 with 1 only living with me 3 days a week. Not only is our usage more it is triple the average in my area. I requested eversource to come and check their meter because there is most certainly something wrong there is no way we are using the power we are being charged for. When I requested eversource to check the meter they refused saying it usually doesn’t happen that i should unplug my appliances when not in use. So not having a choice I contacted another supplier. I was notified that the other supplier could not help me because I was an eversource customer. I would like someone to come out and not only replace my meter I would like someone to check that my usage is correct. Please see statements showing the usage

  Business Response

  Date: 03/23/2023

  Mr. *****, upon looking at
  your usage, I agree that your usage has increased.  Unfortunately, the meter only registers what
  is being used in the home and does not have the ability to specify what is
  using the power.

  
  For a meter test, the
  company requires a $20.00 prepaid meter test fee.  You have the right to be present for the
  test.   If the meter is found to have an
  average error greater than 2%, Eversource will refund the $20.00 and an adjustment
  will be made to the account.  If this is
  something you would like to pursue, I can have the meter test letter sent to
  you or you can call into our Customer Service Department to request the letter.

  
  If a third party supplier is
  registered in the State of **, they do not refuse to sign you because you are
  an Eversource customer.  The list of
  suppliers can be found ** **********************************************************************************************  
  

  Please contact us at
  ###-###-#### if you would like to speak to a representative.

  Customer Answer

  Date: 03/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I would like to have a third party inspector test the meter for accuracy then they can contact Eversource with the results 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 03/27/2023

  Mr. *****, Unfortunately Eversource does not allow a third party vendor to test the meters.  The meters are owned by Eversource and not the customer.  As stated, you have the right to be present during the meter test (or have a third party present) as stated in the 300 Rules:  (f) A utility shall allow a customer to be present or to be represented by an agent who the utility shall permit to be present when the utility conducts the test on that customer's meter.
  
  

• Initial Complaint

  Date:03/21/2023

  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 monthly payment arrangement was made but applied to the wrong account. As a result, my agreement was broken. I'm told my original plan can't be honored despite the mistake being made by Eversource. A new payment plan is not an option because I can't afford the increase. I have a two year old child and Eversource services are required. I wish an alternative energy company was available.

  Business Response

  Date: 03/21/2023

  Dear Better Business Bureau,

  
  The money was transferred to the new account number. The
  customer did make a payment arrangement on December 8, 2022, of $105.00 per
  month based upon a monthly average bill of $80.00. Paying $105.00 had his average
  bill remained at $80.00, would have allowed $25.00 per month toward his then
  arrearage of $335.69.

  However, when the December, January and February bills
  exceeded $105.00, that prior plan would have been revised as his average bill
  far exceeded the original $80.00 average.  The payment amount of $105.00 did not pay the monthly bill nor the
  arrearage and the customer would have received a revised payment plan.
  

  The customer did not mention if he was receiving government
  assistance or their income level.  There
  are agencies available to assist.  Please
  advise the customer to visit:

  
  *********************************************************************************
  
  Sincerely,
  Mary Ellen M*****

  Customer Answer

  Date: 03/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Their explanation doesn't address the complaint, bullying and unreasonable demands of requiring a new agreement at a much higher payment.  My original agreement was "broken" because Eversource applied my monthly payment to the wrong account. And because it was applied to the wrong account, my agreement was terminated.  Eversource is saying a new agreement with a much higher monthly amount is required to avoid service interruption.  I don't qualify for external agency assistance and I'm offended that the assumption that I'd require government assistance was implied. This complaint will now be escalated to a discrimination complaint. Eversource is attempting to bully me into a higher agreement than agreed by peppering this complaint with irrelevant information.  In the meantime, please address the original complaint of terminating my agreement due to an error caused by Eversource and honor the original agreement of $105 a month.  Eversource is to consider the last 12 statements. My monthly bill prior to June of 2022 (3/21/22 is a year to date) were much lower than $100.  I can't explain the increase of usage since moving to the new unit. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 03/22/2023

  Dear Better Business Bureau:

  
  Our goal is to assist the Mr. ********.  There was no
  error on the part of the Company.
  

  Since the usage history at this address exceeds the initial
  $80 average bill, the payment plan would be adjusted accordingly.  
  The payment plans are intended to ensure the customer is covering their usage
  so that they do not end up with a large arrears at the end of the 12 month
  period, thus, making it hard or impossible for the customer to reconcile. 
  When a customer’s usage increases, the budget plan also increases to avoid hardship
  down the road.

  
  My suggestion of looking into available assistance programs
  was in response to the customer’s claim that they can not afford an increase in
  budget.  My intent was only to be helpful.
  
  There are programs available to assist those who
  are experiencing financial hardship. I shared a weblink in my previous response
  so that Mr. ******** could explore possible options.
  
  Please feel free to contact our Customer Care
  team again so that we may work with you on an agreeable solution.  We can
  be reached at ###-###-####.
  
  Thank you for your consideration.
  

  Sincerely,

  Mary Ellen M*****

  Eversource

  Regulatory Affairs Specialist

  Customer Answer

  Date: 03/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Eversource applied my payment to the wrong account which broke my agreement. Yes, the error was made by Eversource.  If my payment was applied to the right account, my agreement would still be intact. Again, please stop peppering this complaint with irrelevant information. The facts: my payment was misapplied causing my agreement to be "broken".  Thereby forcing me into a new agreement at a much higher monthly payment.  Its my belief this error was done with malice to force me into a new agreement requiring a higher monthly payment. Please honor the original agreement at $105 monthly payment. If my payment were applied to the right account, this would not be a discussion.  
  
  
  
  Sincerely,
  
  
  
  ****** ********