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 has 18 locations, listed below.

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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:08/11/2022

  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 problem is that eversource when you are past due, they don't allow you to pay online. they want to pay over the phone to incurr more charges because they charge when you pay over the phone. they send your account to collections without proper notice. they send me a letter saying that my account was on collections & they will go to disconnect service on 8/2/22 & I didn't receive it until 8/10/22. a collection company is calling but when I picked up no one spoke on the phone.
  
  today that I received the letter & I'm attempting to pay, they don't allow the payment online but over the phone. Mind you, I tried to make an online pmt I'm July and it didn't allow and I couldn't figure put why it wouldn't allow me.
  
  In their new invoices, they don't write in big that you will be send on collections but they write it small that no one notice it.
  
  What I want is for eversource to change their collections policies, by 1. properly give notice of past due balances, 2. to allow online payments to past due amounts, 3. to fix their invoices to properly state in big letters that the account is past due.

  Business Response

  Date: 08/12/2022

  A customer can only pay their balance in full on line, but always has the option to make partial payments by contacting the Call Center where a payment plan
  can also be made on the remaining balance if the payment does not cover the entire balance and a payment plan will prevent a
  shut off.  This change was one of several
  customer service improvements offered by Eversource now available for former Columbia Gas customers. Payments may also be made through the payment processing service but a convenience fee is collected by the processing company. 

  The invoice format displays the current
  bill amount and the past due balance amount at the very top of the statement and if there is an overdue balance the bill includes a reminder notice in the notes section. The bill does not
  include a shut off notice.  Eversource
  has always sent shut off notices separate from the bill.  The first shut off notice is sent 30 days
  prior to the actual shut off date and the final notice is sent 7 days before
  the actual shut off date. 

• Initial Complaint

  Date:08/11/2022

  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 received an electric bill for $1643.08 for the month of August 2022 from Eversource. This is more than twice the consumption for the prior month when we were all at home. The home has virtually been empty for the month of August as we were all on vacation and we did NOT open our pool this summer. The thermostat was turned off whilst we were away. I called the company and spoke to Jess who put me in contact with her supervisor Kerry (ID code 828). They both claim that the bill is accurate and initially were unwilling to send a technician out to evaluate my electric meter until I mentioned reporting to the state. I honestly think this company is indiscriminately over charging it’s clients for electricity. This call was made to ever source on 8/10/2022 at 5:44 pm.

  Business Response

  Date: 08/15/2022

  Good afternoon, 

  Thank you for giving me the opportunity to respond to your
  inquiry. I do apologize for the frustration this has caused you.

  We have received your concerns through various outlets concerning your high bill. While the meter readings have all indicated actual readings and not estimates, we have scheduled a meter test for August 24, 2022 to ensure the meter is working properly. You will receive the results of the meter test via mail and/or via the *** representative you are working with.

  I hope this helps.

   

  Haley I.

  Eversource Energy

• Initial Complaint

  Date:07/29/2022

  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.

  So there was a call in by my complex for some emergency service which I didn’t know about by any parties so I was inform I can get a credit for no power especially since I have a son under 1 and his food and milk went bad, and also had no AC in this heat especially being a child and they don’t know want to help me

  Business Response

  Date: 07/29/2022

  A review of the account shows that the outage was not long enough to warrant a credit to the account. So there will be no credit issued. 

  Customer Answer

  Date: 07/29/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this company makes enough money, they can issue a small credit for the loss of baby’s milk and food, I mean the AC wasn’t working, my son needs the air in the hot weather, I mean eversouce can apply a credit, they already completely overcharge us for the delivery of the power
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 07/29/2022

  A review of the account shows that the outage was not long enough to warrant a credit to the account. So there will be no credit issued. 

  Customer Answer

  Date: 07/29/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:the outage was long enough to make my son’s food and milk bad 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 07/29/2022

  As previously explained to the customer, the outage was under 6 hours so it does not meet the threshold for a credit