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:02/02/2023

  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.

  I have **************** as my insurance provider. They have issued all the members on this plan a *****. It has $45 on it and we can apply that towards our utility bill. I did so in January with Eversource. ****** ********** verify that it was paid and every Eversource verify that it was paid on January 9, 2022. I paid the remainder of $14.38. The total bill was $59.38. I am enclosing a copy of my bill showing that they did not apply the $45 to my bill but rather they carried the balance forward even though they received the money from ****************. I did call them, but I spoke with a representative that was trying to confuse me by going back to previous bills and I’ve always been current with my utility bills for the last four years. This is the first time it was not paid in full because they did not apply the $45 they received. Please help me with the situation. I can’t seem to get them to understand that this is paid and it is not a balance forward. This is going to accumulate into a debt. Thank you.

  Business Response

  Date: 02/02/2023

  A review of the documents that were provided shows that the bill is dated 01/05/2023 and the payment posted to the account on 01/09/2023.  Which means the payment posted after the bill was printed. The payment will show on the next bill. 

• Initial Complaint

  Date:01/17/2023

  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.

  Hello, I started my lease on 10/01/2022 at this address. At the time I was still living at my previous location and I had not moved in to the new location yet. I didn't start living here until approximately 12/10/2022. While it is true I used some amount of electricity up to this time, and I have paid so far the amount of $107.09 for use of electricity at this location. Prior to that billing cycle I was given a bill of $160.60 during the time I was only here a few times a month, not living here, only turning on the lights briefly and the fridge was running. That's it. No way it's $160.60 - and I was told it was estimated amount from the previous year. I called and I was given an uncertain answer, however they added this to the next bill:
  Other Charges or Credits:
  Cancel Billing Nov 18
  -$160.60
  
  They removed the charge. Now they have added it back in as an overdue balance forward.
  As you can see, they have already submitted that it is supposed to be a credit to my balance, and now they have returned this charge to my bill.
  
  I would like this amount deducted in full and never charged to me again.
  I am including the bills I have received at this location.

  Business Response

  Date: 01/17/2023

  A review of the account shows that the customer's billing was cancelled and rebilled.  The $160.60 was cancelled and rebilled to $58.43.  Then customer's current billing was $209.26, so the customer recieved a bill for $267.69.  The customer made a payment of $107.09 so the balance carried over. 

  Customer Answer

  Date: 01/17/2023

  
  
  Complaint: ********
  
  
  
  

  I am including the most recent bill.  It shows a balance forward of $160.60

  Additionally I have received notifications that the exact amount of $160.60 is past due.

  I don't see anywhere on my bill that this was rebilled in the amount you say.

  Your billing system is seeking that amount in full and that's not correct.
  

  Please resolve this accurately.

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

  Business Response

  Date: 01/18/2023

  The customer needs to look at the December statement where the corrections took place. 

  Customer Answer

  Date: 01/18/2023

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

  The Dec statement shows $267.69 with a correction of -160.60 leaving total current charges of 107.09 which is the amount that I paid.  The correction removes the 160.60 from the 267.69.  I don't believe at all that 209.26 was the amount of electricity either because I still wasn't living here up to the end of that billing cycle.  There is again another balance forward of 160.60 on the latest bill, and the math is not making any sense.  Please review and correct accordingly.

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

  Business Response

  Date: 01/18/2023

  The customer was billed for 528 kilowatts on the first bill.  The second bill shows were it was corrected to 181 kilowatts plus the current billing of 687 kilowatts.  The billing is correct. 

• Initial Complaint

  Date:01/13/2023

  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 given a bill for 405.00 this month for my heat. My balance for heat for the past 8 years has been between 150-171. During the months of August and September, I received bills telling me I had no amount due. I got a bill last month (December) that was 171.00, which is what I've been paying for the last 3 years. The company says I'm no longer on a yearly budget, and I will need to pay 2.5 times (405.00) before they will re-enroll me in a program I've never needed to re-enroll in. None of the bills sent indicated anything about my prior arrangement with this company needing to be re-established. They conceded the billing is confusing, but will not credit my account due to their inability to inform me

  Business Response

  Date: 01/23/2023

  Mr. ****** called the company call center seeking an explanation of his balance prior to submitting this form. Explanations were provided. I reached out to Mr. ****** on 1/17/2023. Mr. ****** stated that he did not understand that the budget plan had been cancelled or why it would have been.  He felt that he had paid his budget amount each month however a review of his invoices indicated that a payment had been missed.  A note appeared on the May and June 2022 bills stating that the budget would be cancelled.  He requested that the budget plan be reinstated, but the company requires a zero balance on the account.  The December bill must be paid and when that occurs, a new budget can be established. On 1/17/2023, after briefly speaking with Mr. ******, he asked me to call back in 30 minutes so that he could get his folder of records out.  In that 30 minute period, I forwarded by email copies of all bills issued from March 2022-Jan 2023, so that we could review each one.  I called back in 30 minutes and got his voice mail.  I left another message.  I have not been able to reconnect with Mr. ****** to identify the source of the confusion.

• Initial Complaint

  Date:01/12/2023

  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.

  Eversource reported a "account charged off," despite lack of communication and ongoing dispute about the final amount that needed to be paid. Their finance department has refused to speak with me despite multiple attempts to be connected (even after speaking with a manager).
  I lived at my previous apartment for only 4 months, after which I changed apartments. I was not informed or contacted in any way by Eversource that I was still being charged the monthly electricity bill, despite it being my landlord and the new tenants's responsibility. This came to my attention a year after this had been occurring. I immediately contacted my landlord. In turn, he contacted Eversource to share that this was not my responsibility and I had not been a tenant at that address for the past year. Apparently, this did not resolve the incorrect charges to my account. This resurfaced when I discovered that I was still being held responsible for these charges, again, months later on my credit report. After multiple conversations with Eversource agents and conference call with my previous landlord, they finally agreed and charged me the amount owed to the time that I actually lived at the apartment. There are transcripts for all of these discussions. I acted in good faith and committed to paying the fair amount I owed Eversource for their services. I paid the amount that I needed to pay Eversource. However, they reported this as an "account charged off" to credit bureaus. This is a misrepresentation of the account of the events, lack of communication from their company, and multiple phone calls over months that they required to prove the above situation.

  Business Response

  Date: 01/27/2023

  Dear Better Business Bureau:

  
  Thank you for allowing the opportunity to provide a response
  regarding this account.  The complainant
  has communicated extensively this customer in regards that she neglected to contact
  Eversource to end her service.  The responsibility
  to communicate with the Eversource to start service and end service is the
  customer's.

  
  The communication with the complainant and Eversource has
  been examined as a result of this complaint.  It was acknowledged by the complainant that they did not end their
  service.  However, a supervisor was able
  to assist working with the new tenant on a portion of the billing but, it was
  explained that the credit report would show the delinquency even after the
  balance was paid in full.

  
  There were no payments while the complainant was customer of
  record or after the account closed.

   

  The account was accurately reported to the
  credit bureau.

   

  Sincerely,

  Mary Ellen M*****

  Eversource

  Regulatory Relations Specialist

• Initial Complaint

  Date:01/09/2023

  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 been on a monthly payment plan with Eversource for the past several years.
  I just received a bill that was much higher than my monthly payment amount.
  I contacted Eversource and Eversource said my monthly payment plan just ended. And this person transferred me to a department that could set it up again. This department would also tell me what meter was for what.
  Instead I was transferred back to the main menu. I then was connected to a representative that had no idea what I was talking about and I had to go through the whole process again. This person said I was never on a monthly payment plan. I spent more than 20 minutes on the phone before I gave up trying to get help from the last person.
  
  Please connect me with someone who can help me setup a monthly payment plan again. My last monthly plan was $344 per month (did decrease a few recently). I also need to know which meter is for what.
  
  Thank you.

  Business Response

  Date: 01/12/2023

  The company contacted the customer.  Her supplier recently raised her rate.  She was going to contact the supplier and call us back but has not done so as of yet.

  Customer Answer

  Date: 01/27/2023

  Hello - This is pertaining to BBB ID # ********. I just recently heard from ENH so I was not able to provide a response sooner. I have signed up with **** ****** ****** for 16.17 cents/kWh fixed for 34 billing cycles. Can the person that previously contacted me regarding BBB ID # ******** please contact me so we can get the budget plan setup? Thank you. ****

  Business Response

  Date: 01/30/2023

  A respresentative reached out to the customer and left a message with a direct call back number on 1/27/23.  The customer can also contact us at ###-###-####

• Initial Complaint

  Date:01/09/2023

  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.

  1) The company has upped their supply delivery charge by over 100% within the last year.
  2) Their website is confusing when it comes to payments. It’s not user friendly. We have a payment plan in place and it’s not easily accessible, and yet the company is saying we have an entire payment due on the 19th. If we paid the entire payment due, we’d be paying them an extra $300 we don’t owe them.
  3) The company does not respond to phone calls/emails.
  4) We set up a payment plan to pay off past due balances for electricity, which is supposed to offset any additional electric bills. They do not explain if the payment plan is separate from any additional electric bills, and the payment plan is supposed to go through April. It is January, and they are expecting full payment for the entire account by the 19th separate from the payment plan, and yet the payment plan is through April. This is confusing and suspicious.
  5) NUMEROUS ******* ** residents are livid about their lack of communication and consistency. Please refer to our ******** page. We never know what to expect each month and are worried they are taking advantage of customers. They are one of the only options in our area.

  Business Response

  Date: 01/09/2023

  A review of the account shows that the customer is on a payment plan until April 2023 paying $295 per month.   The customer should have received a payment arrangment letter explaining what to pay monthly.

• Initial Complaint

  Date:01/09/2023

  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 am on the “budget” plan with Eversource Electric Co. and my budget amount is $189.00 per month. On Nov. 18th, 2022, I accidentally paid $289.00 ($100 more than I had to) to Eversource. I assumed my bill for Dec. 2022 would be $89.00 but to my surprise, when I received my Dec. bill, it was $189.00. So I called Eversource and was told by a manager that all I had to pay was the $89.00 for the month of Dec. So on Dec. 19th, 2022. I paid $89.00.
  To my surprise, my Jan. 2023 bill said that I now owe $289.00 (not $189.00) and that $100.00 is now past due. I was shocked to see this as I have never in the 60 plus years that I’ve been paying an electric bill been late or past due. When I called Eversource I was told that there is nothing that can be done and that I do indeed owe $289.00. I told Eversource that I will never pay $289.00. I will continue to pay $189.00 until and unless my budget amount changes.
  This whole situation is very frustrating to me as I am a person who always pays my bills and always pays on time. It’s almost like the $100.00 overpayment just disappeared or is lost in “la la” land which is so not fair to me. I work very hard for my money and I would never just give away $100.00 especially to the electric company who gets money from pretty much everybody from the day they are born to the day that they die, rich, poor, and in between. This corporate greed that Eversource is displaying should be against the law. Please help me with this. Thank you.

  Business Response

  Date: 01/11/2023

  Had a specialist reach out and explain the budget. 

  Customer Answer

  Date: 01/11/2023

  
  
  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:01/09/2023

  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.

  On December 24th, 2022 Eversource contractors repaired electric service on our street. Damaged wire was left hanging from trees to the ground on my property. A mess of excess wire hanging on my trees and down onto my front lawn. Also wire hanging to the street.
  6 calls have been made to Eversource since Dec 26 without resolution

  Customer Answer

  Date: 01/09/2023

  This case has been resolved.

  
  Thank you

  **** ******

• Initial Complaint

  Date:12/30/2022

  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.

  Eversource ******* **. Eversource's technician found in August 2022 that excess voltage was entering our home. He said it was clearly Eversource's fault and we should make a claim for the appliances that we told him had recently been damaged due to excess electricity. On Sept. 6, 2022, we filed a claim. using the official claim form. The websites say that a claim is answered in 30 days. Additional follow up calls have been made to the listed number, which only takes messages. We have had to wait to replace part of our oven in the meantime and are left in limbo about whether to make an insurance claim or fix certain items. We would like a response and determination in a timely manner.

  Business Response

  Date: 01/13/2023

  Dear Better Business Bureau,

  As a result of this complaint, an Eversource Claims Representative reached out to the complainant.

  Thank you for allowing the opportunity to provide a response.

  Sincerely,

   

  Mary Ellen M*****

  Eversource

  Regulatory Relations Specia

   

• Initial Complaint

  Date:12/19/2022

  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.

  Power has been out at my home where small children and a immuno-compromised elderly individual who requires medical equipment live and the only answer we're getting about when power will be restored is Monday by 11:59pm. ABSOLUTELY ridiculous. This is UNACCEPTABLE.

  Business Response

  Date: 12/19/2022

  A significant storm hit the *** ********* area and Eversource restored over 117,000 customers during the event.  This customer should have their power back on at this point.