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

  55 Russell St Hadley, MA 01035-9455

• 

  Eversource Energy

  333 West Street Pittsfield, MA 01201

• 

  Eversource Energy

  300 Cadwell Dr. Springfield, MA 01104

• 

  Eversource Energy

  995 Belmont st Brockton, MA 02301

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:03/31/2025

  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.

  Gas Bill
  Eversource account # ***********. I have been on budget billing for 13 years and have never had a left over balance. This year for the first time I have a left-over balance despite paying $ 180 gas monthly the entire year and being on a budget billing plan with Eversource. The bill went from 0 balance or even sometimes negative balance to this year I was sent a bill for $1,095.25 with being on budget billing. I spoke with a supervisor at Eversource Danielle ID # ******, who reports this year was a colder winter and I used more energy this year, also prices went up. I asked her what the difference was in usage versus the difference in increase in price. I was informed that last February 2024. I was charged 253.76 used 183 therms of energy at 0.63200 rate, Feb 2025 I was charged $550.31 for 232 therms 0.792 rate and then 33 days 0.94 rate, there was an increase in rate by more than 30%. I explained to the representative that I would not be able to afford a 1,095.25 balance, and she explained all she could do was remove me from budget billing and place me on a payment plan to cover the balance which would be $263 down, and 12 monthly payments of $285 dollars.
  
  I am unable to afford to pay 3, 683 after paying an estimated amount of 2160 in budget billing payments, would like a reduction form current balance to reflect previous rates before the absurd increase that is unaffordable and disgusting.

  Business Response

  Date: 04/02/2025

  I have reviewed the usage and rates used for billing
  on this account.  When comparing 2024
  usage to 2025 usage, the customer used approximately 100 therms more this year than
  last.  Calculating those therms at the
  current rates added an additional $230 to the total usage. Weather this year
  was colder than in past winters resulting in most families using more service
  to stay warm.
  Rates are higher this year than last year overall due
  to an increase in costs state-wide.  The
  biggest factor though for an increase in the settle-up balance on this account this
  year is the expiration of the discount rate.  The
  total bill was reduced by 25% each month while that rate was active on the account. Customers must qualify for this rate
  through means tested programs.
  We can offer a payment plan on the balance.  There are 2 options available. We have a “plus
  current bill” option and a “flat payment” option that is similar to the budget
  plan.  Once the balance is paid in full
  she can rejoin the budget for the next heating season. Our Customer Service
  Representatives in the Call Center can explore those options with the customer.

  Customer Answer

  Date: 04/09/2025

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

   

  the rate on your end was increased from 43 to over 90 cents per therm for supplier fees alone. There was an active investigation by the ***** ** **** *********** and rate reduction is supposed to occur this was a settlement after investigation. I would like my whole bill to be reduced by 10 % and a feasible payment plan after rate reduction to pay off the balance. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:03/21/2025

  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 filing this complaint against Eversource due to ongoing issues with my monthly billing and the company's lack of responsiveness to my inquiries.
  Despite multiple attempts to contact Eversource for an explanation of the charges on my account, I have been unable to reach a representative or obtain a clear breakdown of my billing statements.
  I am requesting that Eversource provide a detailed explanation of the charges on my account for each billing cycle. Additionally, I would like a thorough review to determine whether any billing errors have occurred. If any overcharges are identified, I am seeking a refund for the excess amounts paid.
  Eversource's lack of transparency and failure to address my concerns has caused unnecessary frustration. I expect the company to respond promptly with a resolution.
  Eversource Account Number: ***********
  I appreciate the BBB’s assistance in facilitating communication with Eversource and ensuring that this matter is resolved fairly.

  Business Response

  Date: 03/21/2025

  Dear Better Business Bureau:

  The complainant is not Eversource's customer of record, nor are there permissions to speak to others regarding this account.

  The .pdf's show pictures of online screen shots.

  If the complainant is using online access and the click on the blue button, the description of each bill will show.

  Thank you,

  Mary Ellen M*****

  Eversource

  Regulatory Relations Specialist

• Initial Complaint

  Date:03/17/2025

  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.

  Dear Sir or Madam,
  I have credit($522.36) in my account *********** for address ** **** ** **** ** ******* ** ** **********, could you please issue a check or transfer the credit to my new account *********** for address * ****** ** ******* ** ** **********. After the moving around Sep 2024, the $522.36 credit cannot be used on my old account. I have called customer service many many times, but it never got resolved even after saying it will be resolved in one or two weeks after the phone call. It is very frustrated to see the credit but I cannot use it. Please help!
  Thanks,
  ********

  Business Response

  Date: 03/17/2025

  Dear Better
  Business Bureau:

  
  The complainant entered
  into a separate contract with a solar farm to receive a percentage of the solar
  farms excess net meter credits.  When an
  account with a third-party contract from a solar farm closes and there are
  remaining excess net meter credits on the account, the excess are returned to
  the host (solar farm).

  
  These credits
  are not transferable from the allocatees account nor are they refundable to the
  allocatee.  The rules that govern solar
  state they are returned to the host account.

  
  Thank you for
  allowing the opportunity to provide clarity on this issue.

  
  Sincerely,
  Mary Ellen
  M*****
  Eversource
  Regulatory
  Relations Specialist

  Customer Answer

  Date: 03/18/2025

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

  So this solar credit is a scam?
  
  
  
  Sincerely,
  
  
  
  ******** ****

• Initial Complaint

  Date:03/14/2025

  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 "Budget Billing" .. misleading ...absurb....false advertising.. I could go on.
  
  The exact discription of this service (according to Eversource's website) are as follows:
  Budget billing lets you divide your annual energy costs into fixed monthly payments so you know exactly how much your bill will be each month. This helps you avoid seasonal spikes to manage expenses.
  The "Goal".... is to estimate your monthly budget as close as possible to actual usage to help elimate " SURPRISES" during the settle-up month.
  
  I opted into this billing option several years ago. My monthly bill over the past 3 years range from $127 to $171. The "settle-up" month has been $360(2023), $118(2024) and to my "surprise" this month $637.
  My problem is ...the "system" (the term the Eversource representative gave) figured I should be paying only $133 monthly since last September ...previously paying $159 monthly (5/2024-8/2024).
  How can a "system" in place , supposedly there to protect the consumer from "surprises" in the settle-up month, not detect that I perhaps should of been paying more than $133 for the winter months so that I would not be shocked, dismayed and thoroughly extremely ****** off at my recent $637 bill. This billing option advertises itself as helping me to avoid seasonal spikes to manage expenses. Pardon the expression..."what a load of ****"!!!!! Paying $133 monthly for the past 6 months and then a whopping $637 ...how is that not a SURPRISE.
  UNACCEPTABLE!!!!

  Business Response

  Date: 03/14/2025

  The budget plan program is a service that Eversource
  offers to its customers as a payment option.  The program
  allows eligible customers to make relatively level monthly payments, regardless
  of their usage in a particular month. 
  This means that even though a customer may use more electricity or gas
  in the winter, for example, and less in the summer, they will pay fairly even
  payments every month to avoid ‘spikes’ in their bills.  The company does its best to estimate the
  appropriate budget amount for each customer. 
  It's not in the company's or the customer's best interest to estimate a budget amount that
  is too high or too low.  Once the
  calculation is done, the amount will not change until the next calculation is
  done, typically every 3 months.  The budget amount is estimated based on the
  annual usage for your location.  Your
  monthly bill will display your actual usage charges and budget billing payments to
  date.  It’s a good idea to keep any eye
  on this information so you will know if your budget amount is keeping up with
  your usage, especially when the weather is unusually cold. We try to keep customers informed of prices or usage increases to set realistic expectations.
  
  Budget plans will have a midseason review and adjustments
  will be made based on increases or decreases in both use and projected energy
  costs.  Our goal is to estimate your
  monthly budget as close as possible to your actual usage to help eliminate
  surprises during the settle-up month. 
  The key word here is "help" eliminate surprises.  When setting those budget amounts as I've
  mentioned, any number of factors can impact the estimated amounts.  The past 2 winters were relatively warmer
  than normal weather for the most part.  
  If the weather is colder than normal like it was this year, and your
  budget amount is based on the estimate of last year, then you will use more
  energy to keep your home warm.  Changes
  in family size or routines can impact the usage also.  What all customers experienced
  this year is much colder weather than last year during the winter months and a
  rate increase.  This resulted in
  impacting bills significantly with high bills for the winter months.  We do our best to predict the weather but we
  will never be perfect.
  
  If a payment plan is needed, we can certainly help with
  that and the company makes available several options.  We can also offer information on financial
  assistance programs.  Please contact our
  call Customer Service Center or access the company web site for additional
  information on these resources.

• Initial Complaint

  Date:03/10/2025

  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 Service Delivery Charges
  ************* Involvment and **** **** Scam
  
  I am submitting this complaint regarding Eversource for alleged violations of ****** Prohibition of Energy Market Manipulation (** ****** * **** *** * ***2).
  
  Alleged Violations
  • Market Manipulation: The company appears to be engaging in conduct that distorts market conditions, restricts consumer choice, and inflates costs beyond fair market rates.
  • Extortionate Pricing & Practices: Customers are subject to excessive fees and rate structures that force them into unfair financial burdens under threat of service termination, resembling coercive practices.
  • Potential Collusion or Unfair Practices: There is concern that Eversource may be engaging in anti-competitive behaviors that limit fair access to alternative energy providers or fair pricing structures.
  
  2. Impact on Consumers
  
  Unfair rate increases, lack of transparency, retaliatory actions against customers, barriers to renewable energy access.
  
  In my home I also suspect meter tampering, fraudulant billing, with an increase in nappropriate/ astronomical service and delivery fees. 1/9-2/7 2024, my gas was 112.13 for gas, and 185.02 for delivery/services charges. Totalling 297.15. My meter was at 216 therms. 1/9-2/7/2025 my bill jumped to 178.00 for gas and 321.06 for delivery and services charges. Totaling 499.64. I used less gas, at 162 therms for this month.
  
  I am requesting an Audit on this company and government scam.

  Business Response

  Date: 03/10/2025

  Following customer and legislator
  concerns regarding high natural gas bills this winter, the ************* ********** ** ****** ********* (***) ordered the state’s six natural gas
  utilities – including Eversource – to reduce delivery rates to achieve a minimum
  5% reduction to the average residential customer bill over the next two months
  (March and April). On Feb. 24, Eversource filed a plan with the *** to reduce
  delivery charges by a projected 10 percent starting March 1. This plan was
  approved by the *** on February 28.
  
  This rate
  reduction will be accomplished by taking some costs that are currently built
  into our winter Distribution Adjustment and deferring them into warmer months
  when natural gas usage and bills are typically lower.  The company will also agreed to absorb any
  carrying costs associated with deferring collection of these rates.
  
  The amount of
  your bill depends on your usage, so we can’t provide a specific dollar figure
  for what any individual customer will save. However, the rate changes will
  provide a reduction of about 10% on the average residential bill.  For Eversource Gas ** ************* ******,
  an average residential heating customer will see a projected decrease of 10.3%
  or $34.00 in March 2025, and 10% or $19.53 in April 2025.
  
  We recognize
  that affordability is a significant concern for customers, and we will work
  with regulators, elected officials, and others on efforts to provide
  longer-term rate relief.
  The ********** ** ****** ********* approved the three-year energy efficiency plan for
  2025-2027, but required the sponsors of **** **** to revise the plan and reduce
  it by $500 million. There may be additional rate adjustments related to the
  energy efficiency surcharge within the local distribution adjustment charge,
  but specifics are not yet available.
  
  There are steps
  you can take to lower your gas usage and bill. 
  Even if you have never needed help before, you may now qualify for
  special programs to help lower your monthly bill, reduce your past due balance,
  or extended payment plans.  You may also
  want to consider our Budget Billing program, which lets you divide your annual
  energy costs into fixed monthly payments so that you know exactly how much your
  bill will be each month and avoid seasonal spikes.  To learn more about Budget Billing, or
  to take advantage of energy-saving tips, rebates on energy-saving products,
  like smart thermostats, or to sign up for a no-cost virtual Home Energy
  Assessment please visit ***************

  Customer Answer

  Date: 03/10/2025

  
  
  Complaint: ********
  
  
  I am rejecting this response because it does addressing the common concern of the customers across the State. It only satisfies the agenda of the current **** administration.    
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 03/10/2025

  Eversource understands the concern over rising energy costs and
  the company is taking steps to mitigate increases.  The information that has been provided addresses
  the steps that Eversource has taken to address the increase in charges over the
  past few months and the company will continue to look for more opportunities to reduce costs in the days ahead. As
  previously mentioned, your March and April bill will be reduced by
  approximately 10%.   I cannot respond about the steps every **
  utility is taking to address the increased costs.  As a result of colder temperature temperatures
  this winter all customers have used more energy to stay warm.  Your energy use determines the charges on
  your bill each month. 
  
  All utility companies in ** are regulated and all are
  taking steps to address the rise in costs. 
  Help is available for customers who need it and we advise all customers
  to determine if they are eligible and take advantage of assistance programs.  Flexible payment plans and Budget plans are
  available too.  The Home Energy
  Assistance Program (HEAP) and the Good Neighbor Energy Fund provide assistance towards
  winter heating bills.  We encourage you
  to take advantage of energy efficiency programs to help take control of your
  gas and electric energy usage.
  
  We know how challenging increased natural costs
  have been this winter.  Reach out to our
  call center or log in to the Eversource web site where more information can be found.

  Customer Answer

  Date: 03/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because with the increasing number of complaints across the state to BBB as well as to the ** and ***, consumers deserve and audit of these concerns. Transparency is deserved. 

  I expect BBB to recieving an increase in the volument of claims.    Thank you for your time. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Customer Answer

  Date: 03/10/2025

  I understand your inability to go up against the ************* government monopoly.  I am happy to just be able to document the concerns formally so when there is an investigation/audit, my concerns have been recorded. Thank you again. 

• Initial Complaint

  Date:03/06/2025

  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 filing this complaint because my credit report contains accounts that I do not recognize, and I have every reason to believe they may be linked to a data breach. I take my financial security seriously, and the fact that these unverified accounts are being reported under my name is completely unacceptable. These inaccuracies are damaging my credit standing and creating unnecessary obstacles, and I refuse to allow them to remain unchallenged. Despite my repeated efforts to obtain verification, I have yet to receive any legitimate proof that these accounts belong to me. This blatant lack of transparency is unacceptable and a direct violation of my rights. As a consumer, I demand proper documentation proving their validity, including the name of the unverified item, Company Name: 10 EVERSOURCE - Account #: ******** - Balance: $696.00.
  
  Under the **** ****** ********* *** *** ****** * ******, I am demanding copies of all records used to verify these accounts. A generic response claiming they have been “verified” will not be tolerated. I require real, verifiable proof such as original account applications, signed agreements, or transaction records that confirm their legitimacy. If no such documentation exists, these accounts must be removed immediately under ******* *************** ** *** ****, which mandates the deletion of unverifiable information from consumer credit reports.
  
  I will not accept delays, excuses, or vague responses. These errors have already caused unnecessary harm, and I will not allow them to continue affecting my financial stability. I expect a full investigation, a detailed response, and an immediate resolution. Failure to comply will not go unnoticed.

  Business Response

  Date: 03/13/2025

  The customer needs to call into the company to do an ID theft package. 

• Initial Complaint

  Date:03/03/2025

  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 a landlord. I have a rental property in *** *******. It’s a 3 family. I installed the owners meter in 2008. My tenant has beenthere for 10 years and I was paying utilities up until two years ago. The tenant was the only one with access in the basement. It was discovered that her power was on my owner’s meter. This tenant is a section 8 client and the property gets inspected yearly . I was working out of state when this was discovered. The tenant called Eversource and it was said that a letter went to me, but I never received it and I looked through all my files. I have around six accounts with Eversource and they’re all paperless without me knowing Eversource came out to the property saw what the issue was and switched it to my name . I only have paperless for all my other accounts. I saw an envelope one day and opened it thinking it was a statement from before I switched over to paperless, but I discovered this was the bill for the tenants property . After the tenant told me the issue we repaired the problem, but Eversource had already come and switched it to my name. This property is electric heat. I had no clue this happened, but when I discovered it, I called Eversource And had to send out a E1 electrician to verify all the boxes were exclusive. I believe the tenant might’ve tampered with my Box because just after she switched the electric to her name, my owner meter went up three times the amount . the thing that upsets me is that Eversource just sent out a letter which I never received and had no other follow up no other letters no phone calls. Also, the issue was the tenant’s electricity was in my box like they were stealing my electricity not the other way around, so how can they have the power to change it to my name when I did nothing wrong. Now I have to battle to out the responsibility of the bill according to law and the lease. To date the bill is close to $8000 and I don’t believe it’s fair that I should be paying .

  Business Response

  Date: 03/03/2025

  A review of the account shows that this was discovered in 2023. Eversource followed all laws and regulations.  As of now, this is a tenant -landlord situation.  

  Customer Answer

  Date: 03/03/2025

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

  It was clean that a letter was sent to me that the electricity was changed my name however I never received this letter. Furthermore, somebody was stealing my power. Why is it that the Power Company feels that the corrective action is to transfer power to my name. If they investigated this which they said they did and I’d ask for the report it would’ve been clear that somebody was stealing from me and the wire was on my box. I have the owner’s meter power usage, and it clearly shows a spike in my usage for no reason. I filed a report with you guys and nobody has gotten back to me and this was several weeks ago.

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

  Business Response

  Date: 03/03/2025

  The reason why the service was placed in the landlord's name, is because we sent notification to the customer that we discovered his tenant was not paying solely for their use at the location and we didn't hear back from the landlord.  There's nothing showing that there was a claim of someone stealing power from the customer. 

• Initial Complaint

  Date:03/03/2025

  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.

  The state of ************* is going underwater due to the inflation and robbery of Eversource and ********. They have zero explanation for the "delivery fees" that are double and triple the amount of the supplier. Something needs to be done about this business charging people whatever they feel like charging. We aren't using nearly the amount of energy that We The People are being charged for.

  Business Response

  Date: 03/03/2025

  Dear *** *********

  Thank you
  for reaching out.  We fully hear your concerns. The increase in winter
  bills is driven by higher usage during winter months and increased rates. 
  Regarding your inquiry on the Delivery charge, there are different components
  of your bill that makes up that particular charge.  The Delivery portion
  of the bill was adjusted on November 1, 2024 to reflect costs of safely
  operating and maintaining our natural gas system to bring the energy you rely
  on to your home.  The delivery charge has several components, not all of
  which are Eversource costs. 

  
  The local
  distribution adjustment factor, or LDAF, is a critical component to ensure
  the gas heating your home is provided safely while meeting imposed legislative
  regulations, such as the costs to provide rate assistance to income eligible
  customers.  Additionally, the increase is also partially driven by higher
  costs related to energy efficiency programs and services offered by the
  Sponsors of **** *****, including Eversource. These programs enable customers
  to meaningfully reduce their energy usage and are being enhanced to reach more
  customers to help save and take control of their energy costs. Energy
  efficiency is a proven initiative that has enabled customers throughout the
  state to save energy and money, and the impact of this rate increase can be reduced
  through participation in energy efficiency programs. Your total bill amount is
  driven by how much gas you use, and we encourage you to take advantage of these
  programs and to reduce your usage.

  Respectfully yours,

  Theresa L.

  Customer Answer

  Date: 03/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this inflation has caused so many issues amongst single family households. Something must be done.
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:03/03/2025

  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 overcharges on delivery fees in order to make up for their poor business choices. Pushing consumers to take care of the tab for lack of oversight and diplomacy. Allowing the state government to take advantage of the consumer as well. This is a violation of fair business. I am a single woman head of household and I’m struggling to pay my bills. Eversource has increased my bill a hefty percentage to the point I’m behind now, all for what? A failed wind project and **** **** programs granted to individuals that reap “free” installations. I feel this company deserves to be investigated and held accountable.

  Business Response

  Date: 03/03/2025

  Thank you
  for reaching out.  We fully hear your concerns. The increase in winter
  bills is driven by higher usage during winter months and increased rates. 
  Regarding your inquiry on the Delivery charge, there are different components
  of your bill that makes up that particular charge.  The Delivery portion
  of the bill was adjusted on November 1, 2024 to reflect costs of safely
  operating and maintaining our natural gas system to bring the energy you rely
  on to your home.  The delivery charge has several components, not all of
  which are Eversource costs. 
  The local
  distribution adjustment factor, or LDAF, is a critical component to ensure
  the gas heating your home is provided safely while meeting imposed legislative
  regulations, such as the costs to provide rate assistance to income eligible
  customers.  Additionally, the increase is also partially driven by higher
  costs related to energy efficiency programs and services offered by the
  Sponsors of **** *****, including Eversource. These programs enable customers
  to meaningfully reduce their energy usage and are being enhanced to reach more
  customers to help save and take control of their energy costs. Energy
  efficiency is a proven initiative that has enabled customers throughout the
  state to save energy and money, and the impact of this rate increase can be reduced
  through participation in energy efficiency programs. Your total bill amount is
  driven by how much gas you use, and we encourage you to take advantage of these
  programs and to reduce your usage.

• Initial Complaint

  Date:02/21/2025

  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 delivery fees are 3x higher than the gas or electricity that I use. They also charge me for other people's solar panels and electric cars. This does not seem to be fair or equitable. It appears to be price gouging the customers, especially in light of the millions of dollars the ceo of eversource makes and bonuses she receives. We have no other choice but to use their delivery services and cannot get solar panels in my area because of the city trees overshadowing our roofs. See the first upload. It is just a sample. The last two bills showed a 3x higher amount of delivery fees then the actual cost of the gas and/or electricity.

  Business Response

  Date: 03/02/2025

  We
  understand the concern over rising energy costs and the company is taking steps
  to mitigate increases while we make the necessary investments for a modern,
  clean, reliable grid. The components of the delivery charge customers see on
  their bill include operating, maintaining, and upgrading the grid as well as funding
  critical customer services and programs, taxes and other state and federally
  mandated programs and charges, including financial assistance, energy
  efficiency and renewable energy programs. 
  The delivery charge also includes the cost of skilled its employees that
  operate and maintain the system of poles and wires, the cost of improvements to
  make the electric grid more resilient and reliable, and provide customer service. As you
  can see the charges for many necessary and critical services are included in the delivery charge.

  Help is available for customers who need it
  and Eversource encourages customers who need help to enroll in one of its
  payment or assistance programs. Discount rates, the New Start program, payment
  plans, and budget plans are available to help customers
  manage the impact of rate changes. We encourage all customers to take advantage of energy efficiency programs to help take control of energy usage. Energy efficiency is a proven initiative that has enabled customers throughout the state to save energy through their participation.

  More information is available at ****************************** or by contacting the customer service center so that we can
  connect you with the programs or assistance that is best suited for you.