Business Profile

Electric Companies

Eversource Energy

Headquarters

Complaints

This profile includes complaints for Eversource Energy's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

406 total complaints in the last 3 years.
180 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/06/2022
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.
Tree fell across power lines they cut the tree off and damaged my fence in the process and are refusing to fix there damage.
Business Response
Date: 12/07/2022
The fence was damaged by one of our contractors who offered to fix the damage. If you would like to file a claim, please do so via Eversource.com or you can call our Claims hotline:
Proceed to Eversource.com
Select Residential or Business
Select My Account
Navigate to the Moving & Services section
Select Property Damage Claims
Select the Fill Out Our Online Application Link (imbedded in the text on how to file a claim)
Complete the Form
OR
Toll-free Claims Hot Line number **************
Initial Complaint
Date:12/05/2022
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.
Hi BBB Team -
I'm simply trying to add my wife to our account for Eversource and this might seem like a simple task but I've had to call 4 times so far and we still do not have her added to the account. All I'm asking is that she is included on the account and when I called multiple times last month I was assured that this was completed. When I checked my bill this month I have found that it is still not done and now they cannot complete the request without getting my wife and I on the phone at the same time. I continue to get the "run around" regarding a simple update so I need some help in completing this request. Any help would be appreciated.
Thank you
**** ******
Business Response
Date: 12/05/2022
For security purposes the company needs to speak with all parties excepting respsonsibility for the billing.
Initial Complaint
Date:11/30/2022
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 entered into The New Start program because I could not afford to pay my bill entirely to avoid disruption. This was the only option I had at the time, so I did what I had to do. I was told that I would be paying $220 a month, but it would fluctuate a little here and there. That was stretching it, but I had no other choice.

Shortly after entering into this contract, rates went up. Now my monthly bill is $341 but my actually bill was only $256! I don't understand how this is right and I've called many times to ask them to recalibrate my bill so I wasn't paying as much. The holidays are coming up and this is the only help I can get? This is ridiculous! I called the Department of Energy, but was shrugged off because the agent thought it sounded fine to him. Well, I disagree with that sentiment and I will keep complaining until they do something.
Business Response
Date: 11/30/2022
The NewStart program fluctuates based on the customer's budget amount. The rate increases will have an effect on the NewStart budget amount. The customer does not have to stay on NewStart. It is not a mandatory program. She can contact the company and be removed if she so chooses.
Customer Answer
Date: 11/30/2022

Complaint: ********

I am rejecting this response because: I should not have to pay more than I use. Why can't you recalculate my bill?

Sincerely,

**** *****
Initial Complaint
Date:11/28/2022
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 turned off my power even though they had taken almost $400 of my money to get my balance to $0 and now are going to charge me an additional $107 to possibly get my power back on today.
Business Response
Date: 11/28/2022
A review of the account shows that there was a disconnect notice issued on 11/15/2022. There was no payment made by the shut off date of 11/22/2022. The payment posted on the account on 11/28/2022 and the disconnect was already issued. The reconnect has already been issued.
Customer Answer
Date: 11/28/2022

Complaint: ********

I am rejecting this response because: The dates don’t match my understanding. They took my money and still disconnected my service. The balance is $0.00 and now the corporate greed and outdated systems want me to pay $107 reconnection fee; otherwise I’d have to wait until tomorrow or god knows when. Their system issues are not my problem and I want the fee waived. My service is still not on and I will have to call again(and wait on hold for another hour) to determine when service may be reconnected. There are no other options for electricity in my area so I’m forced to use them. It’s a monopoly and unfair to customer’s. Who doesn’t need heat, at the end of November, in Connecticut?

Sincerely,

*** **********
Business Response
Date: 11/28/2022
A reconnect has been issued for this customer.
Customer Answer
Date: 11/28/2022

Complaint: ********

I am rejecting this response because: See prior message - please confirm $107 fee will be waived due to system processing issues on the Eversource side. I was forced to agree to get power back (when I had a $0 balance).

Sincerely,

*** **********
Business Response
Date: 11/29/2022
There were no system issues on the Eversource side so there will be no credit to the fee.
Customer Answer
Date: 11/29/2022

Complaint: ********

I am rejecting this response because: Eversource disconnected my service even though they had taken almost $400 of my money. It may not be a defect but it is a system issue. I was forced to agree to pay to get my service turned back on when it was going down to the 20s overnight. Please waive credit due to poor processes at Eversource.

Sincerely,

*** **********
Initial Complaint
Date:11/28/2022
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 put a block on my account for nonpayment. I have never missed a payment in my life or paid late. I signed up to go with another energy supplier and my application was denied by Eversource because of this block. I have spent 4 hours on the phone trying to get this corrected and I am getting nowhere.
Business Response
Date: 11/28/2022
A review of the account shows that there is a hardship on the account, it can be removed if the customer would like.
Initial Complaint
Date:10/17/2022
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.
On Thursday October 13th after returning home from work around 4:30pm I became aware the electricity to the Apt (2) had been shut off. I searched for and found the bill. Indeed the roommate and I had forgotten to pay our electric bill for 3 months or so. I immediately went and payed the bill online, and received a confirmation email at 4:52pm . I then called customer service to confirm payment. They said they couldn't because my roommate's name was on the account. I called my roommate and had him call them to add my name to the account. I then called customer service back, they confirmed my payment was received on their end. I ask when our service could be turned back on and they said 1-2 days. I was displeased at the prospect of not being able to do certain cooking, wash my clothes, or buy and have food in the fridge (it all went bad, our fault for not paying). It's now 2 days later (October 15th), and the power is not back on. I called costumer service and ask why it's not back on like they said, and they said I'd have to call billing (wrong department name?) and ask them, but they're closed on the weekends and would be open at 8am Monday to answer my question. I can't explain to you how baffled I am at the concept that the vary means by which we live our modern lives could take a weekend off. They did mention that it should only take 1 business day to turn the electricity back on. So it should have been turned back on Friday. I used to work the the controls industry, and am quite aware how easy it is to turn these modern meters back on.

Please honor my payment and turn the power back on post haste.

Let this be a warning to anyone else who may also be a pair of AHAD adults, don't forget, or you might not even get it back.
Business Response
Date: 11/02/2022
Dear Better Business Bureau:
While the roommate might have paid the bill, however, they are not customer of record.
The customer of record is the only person, as they are held liable for the billing, who can reinstate service after disconnecting.
The service was restored after confirmation from customer of record.
Sincerely,
Mary Ellen M*****
Eversource
Regulatory Relations Specialist
Initial Complaint
Date:10/17/2022
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 normally receive my electricity bill from Eversource in the first week of the month. It is now 10/17 and I have yet to receive a bill. I have called them twice now, 10/11 and 10/17 and both times have been told that they are "working on it." This is ridiculous. Because I do not know how much money I owe Eversource, I cannot balance my monthly budget. Not being able to determine how much money I have available is impacting all the other areas of my life. Each time I have called, it has been clear that this is not a priority to them. I pay my bills on time. I am a good customer. I just want my electricity company to hold up their end of our relationship and DO THEIR JOB.
Business Response
Date: 10/18/2022
After consulting with a specialist, the account has been billed. The balance is $110.32
Customer Answer
Date: 10/18/2022

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:10/06/2022
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.
When setting up this account I was informed that the budget billing would be in excess of $400 per month per account. I informed the representative that sounds absurd and that is more than quadruple what I have been paying in the past at my prior address with a comparable size home. The representative agreed that it was a lot. I informed the representative that I would pay the average of my account every month instead if going on to a $400 per month budget billing plan and the representative acting on behalf of Eversource stated that would be fine and that I would be ok in my standing by doing so. I have now received multiple shut-off notices even after making payments based on the information provided by an Eversource employee acting on behalf of Eversource. I called in and asked why this keeps happening on multiple occasions and again today I called and yesterday I emailed. My email has been met with no response and again my call was met without avail. Eversource now owes me $339.59 to which they stated that it was locked in the account and that I should not be paying my gas bill which is why the amount accrued as a credit. However, If I don't pay my gas bill they would threaten to shut that off too. This is an antic that Eversource has played in the past and will not be tolerated. Eversource is sending threatening letters to my home even though they owe me money and they have stated that will not stop and will be shutting my power off on 11/02. This is both unfair and deceptive business practices.
Business Response
Date: 10/06/2022
Dear Better Business Bureau:

The gas heating account began on October 1, 2021.

The account was not placed on a budget plan and still is not
on a budget plan.
When an account is in arrears with no active protections,
budget or payment plans, then collection notices per regulations will commence.
It was only during last month and this month the account
showed a credit balance, previously the account was in arrears.

During the customer’s August call to Eversource, the
representative offered to arrange for a budget plan, however, the customer
declined.

If the customer wants to have a set amount to pay for budgeting,
it would be recommended they make this arrangement with Eversource. As of the date of this response (10/6/22), the account balance is -$143.92.

Thank you for allowing the opportunity to provide an explanation.

Sincerely,

Mary Ellen M*****
Eversource
Regulatory Relations
Customer Answer
Date: 10/07/2022

Complaint: ********

I am rejecting this response because:
Dear Better Business Bureau:
Ms. M***** is gravely mistaken and confused as the account was not
opened on October 1, 2021 but in fact the account began on September 30, 2021. This
shows that Ms. M***** in fact did not check the account but rather relied on
unfounded and incorrect notes placed on the account by uncooperative
representative which prompted me to filed a BBB complaint in the first place.

I attempted to place the account on a budget place in 2021 and was
told that I would be paying $400 per month per account for a total of ~$800 per
month. This was unacceptable to me as discussed in the initial complaint which
was not addressed by Eversource.

Ms. M*****, goes further in her rebuttal to insinuate that
Eversource will in fact shut heat off to the home, with a small child and
disabled veteran inside, during the winter months. Further she insinuated that
I owe Eversource money however as discussed in my initial complaint which was
also not addressed by Ms. M***** Eversource actually owes me money as my
accounts show a credit (image attached). Additionally, Ms. M***** should not
that cutting service that provides heat to a home in the winter is a violation
of Regulation.

In Ms. M***** states she stated “last month and this month the
account showed a credit balance” but also insinuated above that should would
still be sending Eversource to shut heat to the home in the winter

During my call in August, I stated I want to setup budget billing
in October because that would be 1 full year of bills that account has been
active and would better reflect my billing cycles, So Ms. M***** appears, in
her rebuttal, to be attempting to skew to truth or once again appears to not
really look into the issue and be solely relying on haphazard noted from
uncooperative representatives that are in fact acting on behalf of Eversource
which caused this complaint and issue. Additionally, I called in October to
establish budget billing as I stated I would on the August call and I was meet
with hostility and attitude by Representative acting on behalf of Eversource. So,
I find Ms. M***** point moot, untruthful and immaterial in fact.

Ms. M***** stated in middle of her rebuttal that “last month and
this month the account showed a credit balance” but towards the end of her rebuttal
she stated that account is negative in balance which contradicts information
both provided by her the attached bill from Eversource’s website.

Thank you for allowing me to rebut the falsities provided by Ms.
M*****

Sincerely,

*********** ** ******** ****** **** ***** *****
** ******* ****** *******

Sincerely,

*********** ******
Business Response
Date: 10/14/2022
Dear Better Business Bureau:
An Eversource representative contacted the customer and resolved this complaint.
Sincerely,
Mary Ellen M*****
Eversource

Customer Answer
Date: 10/14/2022

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 after a very long wait and threats from Eversource they recanted and resolved the issue when presented with court documents. Eversource stated they would provide my account a $50 credit due to the fees I had to pay to file this issue in court.

Sincerely,

*********** ******
Initial Complaint
Date:10/06/2022
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.
For 5 years since I moved in my usage with eversource has tripled what the other 2 tenants who have double the space has been. I’ve called and tried to get someone to figure this out with no luck right now I’m on a plan at $335/month!!! That’s more than complete homes pay. Landlord assured me wiring is correct but this is killing me financially I need help
Business Response
Date: 10/06/2022
A review iof the account shows that the bills increase in the winter months. The customer can contact an electrician to figure out what's causing the draw in the home. The customer's payment arrangement is based on the balance on the account.
Customer Answer
Date: 10/07/2022

Complaint: ********

I am rejecting this response because:

Sincerely,

****** *******
Initial Complaint
Date:10/06/2022
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 pay my bills electronically to eversource, however I did under pay one bill by about 250 dollars. I recieved the next bill for 600 dollars and change and had until October 10 2022 to pay it. I am lucky enough to be able to do this so I put that ammount in for my automatic payment. We went on vacation for a week beginning September, 25 and returned Sunday Oct 2, driving though the reminents of Ian. We arrived home late and since we both had work early monday did not go through our mail. Monday when I did, there were two notices. One said if we didn't pay the past due bill or call and make arrangements for payment our electricity would be shut off. The second was a final shutoff notice for Oct 2. I moved up my electronic payment to Monday Oct 3 which would have the payment in thier account tuesday. Tuesday we still had power. Again, i was at work came home and had no power. I called spoke with a rep and told them what happened and that the bill I receive stated it was due in full by Oct 10. They shut the power off On Oct 4, AFTER the bill had been paid. They even checked and said it had been paid. One of my concerns is I received the notices via US Mail, which they said they had to do by law. They were both dated Sept 24 and arrived while I was on vacation. I check my bill paying system regularly and received no update electronically I had to spend a few hours on the phone speaking to reps, getting disconnected during transfers to specialist, only to hear this is nobody's fault but could not be fixed today even though it was greenlighted. It was somebody's fault. It seems they have two different types of billing standards.
Business Response
Date: 10/06/2022
A review of the account shows that the customer had a past due amount of $296.98 which on the shut off notice needed to be paid by 10/02/2022. The customer's payment was received on 10/04/2022. There will be no credit for the reconnect fee.
Customer Answer
Date: 10/06/2022

Complaint: ********

I am rejecting this response because:

my monthly billing indicated the total amount was due by October 10, 2022. That total bill included the past due amount, which was paid as they indicated on Oct 4, 2022. 6 days prior to my due date. Further more, I did not receive the shut off notice until oct.3, 2022.

Sincerely,

******* *****
Business Response
Date: 10/06/2022
The shut off notice was sent out on 09/23/2022. As the customer states they were on vacation and he didn't get the notice until they returned. The past due amount was actually due in Septermber. The customer also received an email notifications of the disconnection status.

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