Complaints

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

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• 

  Eversource Energy

  PO Box 270 Hartford, CT 06141-0270

  
• 

  Eversource Energy

  247 Station Dr Westwood, MA 02090-2394

• 

  Connecticut Light and Power

  PO Box 650032 Dallas, TX 75265-0032

• 

  Eversource Energy

  Po Box 2010 West Springfield, MA 01090-2010

• 

  NSTAR

  PO Box 660369 Dallas, TX 75266

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:09/30/2022

  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.

  Eversource strikes again. I was put on a payment plan for a rental I don’t even live in, in which I’m paying $50 a month for their obscene delivery fee. I was told it would be $60 a month for a year and I accepted. Well my first bill was $75 and sais 17 months. On top of that there was a fee to start this process in the first place. I don’t understand how this monopoly is getting away with so much deceit and games.

  Business Response

  Date: 09/30/2022

  A review of the account shows that the customer made a payment of $78 for the down payment for the arrangement. The arrangement is $60 per month. 

• Initial Complaint

  Date:09/23/2022

  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.

  My complaint is with unexplainable, excessive electric bills over the past several months with Eversource. How can my bill increase 65% from the same period last year?? I have a 1,000 sf home, nothing has changed from July and Aug 2021 to this current period. For 2 straight months, my bill has been exactly $494 dollars, which is weird in itself. I have NEVER had a bill that was exactly the same amount, TO THE PENNY, 2 months in a row. This is OUTRAGEOUS, how am I supposed to live with $500 monthly electric bills? As I said, NOTHING is different from in my home so how do I go from $300 (approx) in July/Aug 2021 to nearly $500 for July/Aug this year when nothing has changed in my home?? I want this investigated. How do you expect people to survive with $500 monthly electric bills, especially for this size home?? I have inquired with family/friends who have a much bigger home and their bills are HALF what I am paying, what is going on?!

  Business Response

  Date: 09/28/2022

  DURING THE SUMMER MOST CUSTOMERS WILL USE ON AVERAGE, ABOUT 40% MORE ENERGY TO RUN FANS AND AIR CONDITIONERS TO KEEP COOL. SUMMER BILLS TYPICALLY INCREASE SIMPLY BECAUSE MORE ENERGY IS BEING USED. THIS YEAR, INFLATION, AND GLOBAL SPIKES IN THE PRICE OF NATURAL GAS, WHICH IS AN IMPORTANT FUEL USED TO GENERATE ELECTRICITY, ARE ALSO DRIVING THE COST OF ENERGY HIGHER ACROSS THE COUNTRY.   IT HELPS TO UNDERSTAND HOW MUCH ENERGY HIS HOME COOLING SYSTEM USES. HE CAN GAIN VALUABLE INSIGHTS WITH OUR COOLING COST CALCULATOR.  HERE IS THE LINK:  ********************************************************************************************************************************************************
  
  WE ENCOURAGE MR. ******* TO VISIT OUR WEBSITE TO LEARN MORE ABOUT THE MANY ENERGY EFFICIENCY REBATES AND SERVICES TO HELP REDUCE ENERGY USE AT LITTLE OR NO COST.  SIMPLE CHANGES CAN ADD UP TO HELP LOWER BILLS.
  
  PROVIDED ADDITIONAL INFORMATION ON VIRTUALHOME PREASSESMENT/WISE USE.
  
  OUR CUSTOMERS ARE SEEING HIGHER-THAN-NORMAL ELECTRIC BILLS THIS SUMMER. WE ARE COMMITTED TO HELPING CUSTOMERS REDUCE THEIR BILLS AND CAN PROVIDE FLEXIBLE PAYMENT OPTIONS.
  ATTACHED IS A BILLING HISTORY (USAGE CONSISTENT AND INCREASES IN THE SUMMER) AND THE LAST FOUR STATEMENTS.   
  
  MR. ******* DID SPEAK TO EVERSOURCE ON SEPTEMBER 23, 2022, AND THEY EXPLAINED EVERSOURCE TOOK ACTUAL READINGS AND PROVIDED THE NUMBER OF DAYS IN THE BILLING.   
  
  

• Initial Complaint

  Date:09/20/2022

  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 turned the gas bill into my name on one of my units this May 2022. The first bill I received I had a charge of $90 on the bill for not getting the gas meter serviced/checked. I HAD NO NOTICE OF THIS SINCE I HAD JUST TURNED THE GAS INTO MY NAME!!!
  
  I called Eversource. They told me that as soon as Omark inspected the meter, the $90 charge would be removed from my account, and I did not need to pay it. So I scheduled with that company, they came and inspected in June. I called back and they said it would take a couple billing periods to be reflected on the bill. Fine. So I waited two months, and it was still there. I called again, they said they did not have any record of my telling them Omark had inspected and that (again) it would take a couple billing periods for the fee to be credited back.
  
  It is now SEPTEMBER and the $90 "fee" is still there. For something I had ZERO NOTICE OF.
  
  I called Eversource now, and still have nothing to confirm the "charge" will be reversed. Just more words like the last half a dozen times I have called. Attached is the FIRST BILL I received for that address.....with a fine for a notice that was sent to the PREVIOUS ACCOUNT HOLDER.
  
  Also, I sincerely hope the "past due bill" has not negatively affected my credit.

  Business Response

  Date: 09/20/2022

  Good Afternoon,
  

  Thank you for the opportunity to respond to your
  inquiry.
  

  A review of the account shows the customer spoke with
  a Customer Service representative earlier today regarding the $90 meter access fee. The $90 fee
  was reversed and is no longer on the account. We apologize for the frustration and
  inconvenience this has caused.

   

  Sincerely, 

  Eversource Energy

• Initial Complaint

  Date:09/06/2022

  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.

  I’ve lived in my home for over 15 years, and for all of those years, half of our neighborhood has experienced power outages on the warmer days of summer. Every single time, PSNH/Eversource sends out a crew to “restore power”…. Inevitably, they end up resetting a breaker atop a pole in the beginning of our neighborhood, which results in power returned. Sometimes everything is fine, other times, power is out within minutes/hours which requires another report and dispatch. 15 years later, myself, everyone else in my neighborhood, AND MOST DEFINITELY eversource know there is a problem. This problem is OBVIOUSLY NOT environmental, it is completely and truly an issue with their infrastructure and hardware. Now that these electric companies have literally doubled their supply rates and charges, we still experience the same subpar service, and that’s extremely frustrating. It’s time for something to change.

  Business Response

  Date: 09/12/2022

  Good morning, 
  Thank you for the opportunity to review your inquiry with the electric system in your area.
  An Eversource crew went to investigate your concerns on 9/7/22 and identified our equipment as being in working order with no immediate hazards. We have seen two outages on this circuit in the last two months; one from a car vs. pole and the other was animal contact. These are obviously beyond our control.  Additionally, our line department reviewed all recent outages dating back to 2017 of which there were 5 outages that were neighborhood/transformer fuse specific. This past weekend was due to a bird, the others were tree interference, a failed fuse and one in which was patrolled but nothing was found. There were other outages mixed in that were area-wide, larger outages (likely weather related) and one larger, recent outage was a public safety request by the Fire Dept due to a fire in downtown. We understand your concern regarding the outages that have occurred, however, a review of the circuit and the outages that have occurred indicates that there are no large-scale issues to address.  We hope you find this information helpful. Please feel free to reach out with any other concerns.
  
  

• Initial Complaint

  Date:09/06/2022

  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.

  Myself and many members of my community are having issues with Eversource. They are our towns new gas provider. Previously ******** *** provided gas to our home but they were bought out by Eversource. Since the takeover Eversource claims my gas usage has gone up by 550% over last year. This seems impossible since I have solar panels which covers the cost of my electrical usage including my air conditioning. How can I use 550% more than this time last year? How can I afford to pay for a 500% increase in my energy bills when winter comes and I need gas to heat my home? This doesn’t make any sense and it doesn’t seem right. I under gas prices are going up but I don’t understand how my usage can go up. Please look into this because I don’t see how families can afford a price hike like this. My bill in March 2022 when ******** Gas was in charge was $334 - it was peak cold weather. If I use 500% more that would mean I pay over $1,500! Per month. How can I afford that? Even a 200% increase would be a struggle for us.

  Business Response

  Date: 09/06/2022

  After reviewing the monthly usage for the past 4 years, I contacted the customer to discuss her concern.  I first asked if any of the appliances had changed in the past 12 months and she said nothing had changed.  No new or removed appliances, same number of household members.  I explained that the usage for the summer months of 2021 seemed out of line with 2019, 2020 and 2022.  All of these years had similar summer usage.  The usage for 2021 averaging about 8 therms per month was unusually low.  She could not explain why that would be the case but was satisfied to know that the usage this year was not out of line with prior years usage.  I explained the percentage figure quoted on her bill was just a calculation based on a comparison of the 2022 usage to the 2021 usage.  She was satisfied with the explanation and feels confident that the usage is accurate.

• Initial Complaint

  Date:09/01/2022

  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.

  We are having an issue with the Eversource Energy company in regards to overcharge. For several years, I have been residing with this company and my bills in regards to the light monthly, never exceeded a certain amount. I pay this bill on time and always the exact amount, never had an issue. For the month of August, they have over charged me with the amount of $339.98 when for many years my bill has always stayed to $214.89. We never changed any daily use of the light and in fact we went away for vacation for a few weeks that month. For the month of July I sent the payment on time and they never deducted the amount sent. Instead It added to the August bill to a higher amount

  Business Response

  Date: 09/01/2022

  A review of the account shows that a customer service representative has went over the billing with the customer and the customer was granted a payment arrangement. 

• Initial Complaint

  Date:08/30/2022

  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.

  For more than two years we have been receiving an electric bill for the incorrect meter and have been paying it. Our account has never been delinquent and we have record of all payments. Our gas/electric has been wrongfully shut off more than once, causing us major inconvenience and hardships, especially with a baby. We have spent hours upon hours on the phone with eversource, unsuccessfully, as there is no clear route to speak to an actual representative. Now, I have received a collections notice for a so-called account under my (incorrect maiden) name - for another account that is linked to our unit number. We have been paying for someone else’s electric. Eversource cannot figure it out despite us providing them meter numbers, unit numbers, proof of payments, etc. Our management in our apartment complex can never even get a hold of them. We don’t know if we have vastly overpaid because we aren’t even paying for our own usage. My husband and I have had to take off of WORK and lose money to be on the phone with them. I even had to stay in a hotel one night because it was brutally hot and they wouldn’t send someone out because it wasn’t an emergency. Even though we’d been paid up to date. They are the absolute worst, they make it impossible to contact them or get help. The technicians that come out don’t even have a line of communication with the billing or admin people, or so they say. We desperately need help with this as it is unfair and we are getting ripped off and inconvenienced left and right. We shouldn’t have to live without hot water or gas/electric. We have a 7 month old baby. We have a ZERO balance on the account.

  Business Response

  Date: 08/31/2022

  A review of the account shows that the company is working to resolve the issue. 

• Initial Complaint

  Date:08/30/2022

  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 moved to a new apartment end of March and called to switch my account over because I would no longer be living at old address. It was never closed out like it was supposed to be and now I’m in debt about $600 to a account I called to be closed and I’m paying for another account at my new address I LIVE IN since end of March and nobody has been able to help me resolve the issue it’s been 3 weeks and now I’m in debt to q account in my name that should of rn ever been open!

  Business Response

  Date: 08/30/2022

  We need to know more information.  What's the old address or old account numbers?

• Initial Complaint

  Date:08/23/2022

  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 am not liable for this debt with EVERSOURCE and do not have a contract with EVERSOURCE. They did not provide me with the original application that I asked for.

  Business Response

  Date: 08/24/2022

  We need more information in order to figure out the debt.  Is there an address or account number?

• Initial Complaint

  Date:08/23/2022

  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 got a shut-off notice when I should have a credit on my account. I pid $100 on July 21 to ever source and The energy star program paid ever source $609.00 on July 9, 2022 on my behalf. The number for the abcd energy star fuel assistance program is ###-###-####. Every source owes me a credit of over $400.0

  Business Response

  Date: 08/24/2022

  Good afternoon, 

  Thank you for allowing me to respond to your complaint. 

  The fuel assistance payment came through on Tuesday August 23, 2022 in the amount of $609.95 and you now have a remaining credit on the account in the amount of $81.28. You can disregard the shut off notice that was sent out prior to the fuel assistance payment being posted to your electric account. 

  I hope you have a great rest of your day.

   

  Haley I********

  Regulatory Relations Specialist

  Eversource Energy