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:03/16/2023

  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.

  The year 2002 1st initial call to Eversource and again in March of 2023
  I have a hot water heater that is the home I purchased in October of 2022 on the tank it it reads PROPERTY OF CONNECTICUT LIGHT POWER CO. Call the nearest business office before this tank is removed from service or replaced by another tank. I called the ******** office in 2022 regarding having their property removed because it is not in service because the house is heated by oil not electricity only to be told she didn't know what department would handle the issue. I tried calling again in March of 2023 the response I got was Eversource can't remove the hot water tank because it is the property of ***** which is now Eversource. Regardless the hot water tank is not my property and I won't it taken off my electrical panel and meter because it is not of any use, because the heat source is oil.
  I got the same response from Eversource a second time about the same issue, I then went on Eversource website and sent email requesting they come out the house from the hot water tank out of the home, I got phone call and it was stated the he would come out to house some in the Monday the 13th or Wednesday the 14th or thereafter, depending on the weather. I received a text message on Monday the 13th at 2:53 PM reads: Your work request ******** at * ****** ***** is cancelled. I went back on Eversource's website which reflected status cancelled and case closed. I called again on March the 16th and the representative stated the notes in the systems says that some came out to the house on Monday the 13th looked at the meters outside the house and left and closed the case. For one thing the hot water tank is not outside it's the basement where everyone's hot water tank is located. I work from home and I have ****** cameras if anyone did come he would have to come to door to get in the house to enter the basement. The doorbell camera records audio and video. **** is now Eversource it now their property.

  Business Response

  Date: 03/17/2023

  A review of the work order shows that a message was left for the customer that she needs to get an electrician to remove water heater from panel to have it removed. 

  Customer Answer

  Date: 03/17/2023

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

• Initial Complaint

  Date:03/13/2023

  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.

  Account 5*********5 - ******* *****, ** ********* ***** ******** ** ***** *. In 2022, I enrolled in a budget plan for $231/month. I fulfilled it "early" by paying off the balance of $690.69. of my account on Oct. 2022. Budget plan concluded.
  2. Around December 2022, I signed up 'online" for a NEW budget plan of $306/month that started with my
  Jan. 11 2023 statement date. The budget plan amount stated on the January bill was correct - $306/month. This WAS the agreed upon budget amount I signed up for "online" and had to state that I "agreed" to the amount. I made that payment on time.
  3. Here is where the problem started:]
  4. On my Feb. 8, 2023 statement date, my bill said I had a budget amount due of $442. I was shocked! I called and spoke to a customer service person (male) to ask for explanation. The agent said I "signed up" for the $442" budget payment on I adminantly stated: No I did not! I signed up for $306 the month before and NEVER signed up online for a different payment. Why would I want a higher budget payment - $136 more than $306. I told the agent I NEVER requested the $442 budget amount. And I never had.
  5. Therefore, Agent promised that the following month "Statement Date 3/10/23' my budget amount would be brought back to the $306 (since I never asked for it to be increased). He said "but in the meantime, since this Feb. 8 statement says Iowe $442 - you have to pay that in full. I wasn't happy about that at all, because none of this was MY doing..... but I have had no recourse and I have paid that $442
  6. I believed the agent in February that starting with my March statement that my budget would be back to what it always was supposed to be - $306 - BUT IT IS NOT.
  7. I just got my Statement 3/10/23 and it AGAIN says Budget Plan Amount Due by 4/7/23 - $442.!
  They never changed it back to $306 as promised a month ago.
  I never asked for the $442 budget plan.
  I'm mad - I trusted them and they did not do what they said they would.

  Business Response

  Date: 03/17/2023

  A review of the account shows that the customer has cancelled the budget plan. 

  Customer Answer

  Date: 03/17/2023

  
  
  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:03/10/2023

  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 had a payment plan due to financial hardship with my account #*********** of $260 a month starting in October 2022. I've made those payments every month. I sold my home 1/19/2023 and have continued to make payments. Now I'm trying to find a rental, and contacted eversource about lowering my monthly payment plan - their payment plans can last 18 months, which would have brought my payment to around $100, which is manageable for me. I was informed that since I sold my home, my current payment plan is no longer valid, and I must pay my balance of $1904.78 in full within 90 days, or it will be sent to collections. I cannot pay that amount in full, and having anything in collections will prevent me from being able to pass a credit check to rent from anywhere. I was never informed that the payment plan is no longer valid, as the payment plan online on my account was still allowing me to make the payment, and when I called, the account told me when my payment of $260 was due. Had I not called to adjust the plan, it would have just gone into collections, and now there's nothing I can do to prevent it because they closed my account despite my continued on time payments.

  Business Response

  Date: 03/13/2023

  A payment arrangement is for our active accounts. But when a customer's account goes inactive with a payment arrangement on it, as long as the customer continues to make the payments the arrangement will stay.  But we do not adjust the amounts after the account is closed. 

• Initial Complaint

  Date:03/08/2023

  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 had set up a payment plan with Eversource on or about January 30 2023. I have an email from January 30th where I updated required Information to get my account straightened out. Some there made a note that the payment plan was not set up until February 13th which them reduced the payments I made towards my payment plan. They have canceled the payment plan saying I did not make my payments. When I paid more than my monthly payment after the 1/30/2023 email and conversation. Today I had one person tell me I have to pat $160.00 to set up a new payment plan, the the supervisor told me I had to pay $260. to set up another payment plan or pay in full or my service will be cut off. When I was finally able to speak to a supervisor, and they continued to tell me the notes are the notes. And there was Noone above them I could speak to. This is very poor business

  Business Response

  Date: 03/08/2023

  Customer had a payment arrangement of $442.00 to be paid by the due date each month.  First payment was due by 3/2.  She paid $125 on 2/15, $150 on 2/24 and $125 on 3/7.  Because the customer did not adhere to the full payment amount by the due date, the payment arrangement is no longer valid.  Customer was offered a new payment arrangement on 3/7 which she did not accept.

• Initial Complaint

  Date:03/06/2023

  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.

  After Eversource drastically increased their rates in January, I immediately sought to transfer supplier to **** ****** ******. In reviewing my bill this month, I was shocked to see supply was still being delivered by Eversource at their absorbitant rate. I contacted **** ****** and was informed that Eversource had implemented a "block" on my account, preventing the transfer.
  
  When I contacted Eversource customer service yesterday, 3/3/23, I was told that a block was on the account from 2010. However, I moved into my home in 2016, which makes no sense, and the agent couldn't provide any further information. Further, I have switched suppliers MANY times since moving into my home in 2016.
  
  This appears to be another suspicious/shady tactic by Eversource to profit from their consumers. I've reached out to legal consel for further advice, and will be going to public to determine the potentional for class-action. Before taking further action, I'd like to seek remedy from Eversource in this forum and keeping it at the lowest level possible for both parties.

  Business Response

  Date: 03/06/2023

  A review of the account shows that the customer placed the block on the account via the web, when switching supply back to Eversource on 10/17/2022.  There will be no credits or adjustments. 

  Customer Answer

  Date: 03/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I NEVER requested a block be placed when transferring back to Eversource. I’d like further information regarding this process.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 03/07/2023

  A review of the account, shows that the block was placed on the account via our website. 

• Initial Complaint

  Date:02/28/2023

  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.

  On January 3, 2023, a technician came to our home to change out our meter. After the install, we received a gas bill that is over $800. We don’t use the gas that much, so why is our bill so high?

  Business Response

  Date: 03/01/2023

  A review of the account shows that we have explained to the customer that the bill is for 2 months of usage.  We have advised of payments arrangments and energy assistance. 

  Customer Answer

  Date: 03/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I need to speak with someone from the headquarters about this. How is it legal for you to shove two months worth of billing into one month? 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 03/01/2023

  The customer received a bill for zero usage and once we corrected the billing it was time for the second billing to produce, that's how the bill shows for 2 months

  Customer Answer

  Date: 03/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the previous bill was not for zero usage. The amount on the previous bill was for $64.96. Again, how is it fair that you are squeezing "2 months" worth of billing in one bill due to YOUR billing error? Also, even if you divide the current balance of $807.15 in half, we have never used that much gas in one month. We have been having a mild winter. Please check previous usage at my current address last winter. In addition, your billing system is illegally flawed. Come to think of it, was this intentional? Because if there is a payment plan, the monthly amount would be much higher in the spring and summer months. As a result, Eversource is accruing more money during the months where the gas usage is extremely low.

   

  Customers should not be penalized due to your unfair billing practices. 

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

  Business Response

  Date: 03/02/2023

  The previous bill was for $264.05 not $64.96. The customer can have payment arrangments for the account

  Customer Answer

  Date: 03/02/2023

  
  
  Complaint: ********
  
  I am rejecting this response because the Eversource representative is lying. The attached billing statement for 02/09/2023 clearly shows a balance of $64.69. There was no balance forwarded for the bill 03/09/2023. Please see the attached Eversource billing statements. 
  

  You are illegally over charging me and you did not do your due diligence to see the previous billing statements during the winter season which proves that my gas bill was never that high. Please correct the billing error for 03/09/2023.

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

• Initial Complaint

  Date:02/28/2023

  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.

  Hello, my name is ******* ****** I’ve been with a bill problems, since 02/28/23 02/28/23 the problem is they bill me up twice a month several times the worst part is they overcharge me then anybody else I called them to many times nothing happened it’s look like they did that on purpose because I never had a explanation why, I bought the house 10/08/21 through this year it getting worse than ever that’s why I’m trying to get in contact with bbb to look for help they new what they doing because no one don’t want to help to take time to get this situation fix now I’m looking for other help it seems the owner before me might own them by fraud they put it on my back please ?? help me out for a fair bill each month in ***** ****** **** I’m counting on you guys! Thank you so much ******* ****** ** ******** *** ******** ** *****

  Business Response

  Date: 02/28/2023

  A review of the account shows that we went over the billing with the customer and advised him to look into supplier changes for his location.  There will be no adjustments as we have billed the customer for the usage that is being used. 

  Customer Answer

  Date: 03/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  However I don’t receive anything from them yet.
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 03/08/2023

  There is nothing to send.  The customer needs to seek out that information for his self.  He can start on energize CT. 

  Customer Answer

  Date: 03/08/2023

  
  
  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,
  Hello, to each single person from bbb who taking care of this for me I’m really appreciated, even though I’m waiting for the next billing period to see if there’s any changes. Since February 2022 until now It’s been a miserable time for me to take care the other bills I have! The bill me up twice a month several times when I questioned some people about that I’m the only one they othverlapped my bill like this now they told me get help against them because it’s really unfair, a friend of mine told me BBB didn’t play game with companies bills who try to run people down like me.thank you so much you guys are the #1! Sincerely appreciate!
  
  ******* ******

• Initial Complaint

  Date:02/22/2023

  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 signed up for electric for my boyfriends store as it was previously covered in his rent. When I was on the phone they said I would only be charged for the remainder of November 2022 and then billed for December 2022 in full. The next week I get a bill for $10,500. They said it was the balance since June of 2022 when the new buyer bought the building. It is a small store front. He had the same SF at my other location and electric was under $200 a month. Now they are charging $800 to $2000 a month. This may be because our electric is being used by the entire building. During the month they charged a crazy amount is when they were renovating the apartments upstairs. Eversource won't work with us to get a resolution. They are shutting off our electric today. We won't pay the bill because it isn't ours and they need to figure out what is happening. We have LED lights. No machines. There is NO WAY we have a bill that is this high. We need an audit done and they won't do it. The workout gym across the street with two floors and several equipment machines has a smaller bill. ******* ***** pays less with all of their kitchen equipment. Something is very, very wrong. If they shut off my lights we will need to be reimbursed for all lost sales going forward. They put us on hold for hours at a time and won't ever give us a resolution.

  Business Response

  Date: 02/24/2023

  The account was reviewed and determined that the billing for the demand was incorrect.  The billing was corrected and the customer was contacted by a representative.

• Initial Complaint

  Date:02/14/2023

  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 on a payment plan with Eversource and they were automatically deducting the amount every month from my account. Both last month and this month (January 2023 and February 2023), they deducted the full amount owed instead of my monthly payment, causing me to have a negative balance in my bank account and being charged overdraft fees by my bank. They refunded me for the month of January, but have not been willing and cooperative in issuing a refund for the month of February. They have repeatedly sent me over to a different department every time I have called, with no one providing the refund that I am owed. I have given them everything they have asked for in terms of "verifying that the amount was taken out of" my bank account, but they always seem to need another form of verification. The last time I spoke to a representative she said that I " need to have a positive balance in my bank account and a letter from the bank stating that it was taken out of the account" , but how could there be a positive balance in my account if Eversource was the cause of a negative balance? I have provided them with a statement clearly showing the money they unjustly pulled from my account as well as proof of overdraft fees from my bank. I tried to deal with this in a pleasant manner, but now I am turning to you.

  Business Response

  Date: 02/14/2023

  A review of the account, shows that the customer's bank statement shows a negative balance. We will need a letter from the bank which shows the payment cleared before a refund can be issued. 

• Initial Complaint

  Date:02/02/2023

  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.

  on 2.2.2023 we received a bill for $346.33 stating we have a past due balance of $173.85 which is incorrect. We paid out full balance of$272 on 12/27/2022. And our account had a $0 balance up until today(2/2/2023). I called and spoke with rep cece and she stated that she is not sure why my bill is $346.33.but that the 173.83 is an error and it was canceled so my bill should not show past due balance. I was then told i will be transferred to credit dept who told me they do not handle billing i got no help . I need this to be corrected and my account to reflect the correct balance. this seems to be a wide spread issue with multiple customers and needs to be rectified this is unethical and stressful

  Business Response

  Date: 02/03/2023

  A review of the account shows that an estimated bill generated on 12/29/2022.  We received a reading on 12/30/2022.  We cancelled the billing to correct it and then once we received a reading for January we billed the customer.  The billing for $346.33 is for 2 months the 12/30 billing and the 01/27/2023 billing.  Reviewing the attached document it shows the estimate and the actual. 

  Customer Answer

  Date: 02/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I paid my December and November bill of 272 in December. This is incorrect and I need a detailed bill showing what he is stating. Between 12/30 and 1/27 I generated two bills ? This makes no sense please a the bill for proof of what you are stating as I did not have any past due balance. You doubled my January bill!!!
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 02/03/2023

  The company has reached out to help the customer

  Customer Answer

  Date: 02/03/2023

  
  
  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,
  
  
  
  ******** *****