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: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.

  I am writing to formally file a complaint against Eversource regarding their failure to change my energy supplier, which has resulted in additional costs. I initiated my request to change the supplier one month prior to moving into my new apartment; however, despite my timely submission, the requested change was not implemented. To date, over three billing cycles have elapsed without the completion of this change.
  
  Based on the contract with my selected supplier Inspire, the supply price is 0.1299 /kWh and the current rate from Eversource is 0.15772 /kWh. The delay in processing my request has resulted in higher energy costs than anticipated.
  
  I believe that Eversource’s failure to process my change of supplier request in a timely manner constitutes a violation of fair business practices. I am seeking your assistance in obtaining a prompt and equitable resolution to this matter.
  
  Thank you for your attention to this complaint. I look forward to your response and am available for any further information or clarification as needed.

  Business Response

  Date: 02/21/2025

  Dear Better Business Bureau;

  The responsibility of a supplier is to notify the utility the customer has signed up with their company.

  Additionally, the supplier must include (but not limited to) the following to a utility:

  Customer's Account Number

  Customer's Rate Classification

  A supplier would not be able to submit documentation to a utility without these components, which does not happen until the account has billed and the customer has provided this information to the supplier before they can submit notification to the utility.  There are additional components regarding the billing cycle and notification too.

   

  Thank you for allowing the opportunity to provide an explanation.

   

  Sincerely,

  Mary Ellen M*****

  Eversource

  Regulatory Relations Specialist

   

  Customer Answer

  Date: 02/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I've contacted Inspire customer service and they confirmed that they already send the required information to Eversource.
  
  
  
  Sincerely,
  
  
  
  **** **

  Business Response

  Date: 02/24/2025

  Dear Better Business Bureau:

  As explained in prior response.  The responsibility to provide the data (account number and rate) to the utility is the supplier's.

  This could only happen after the customer received a bill from the utility and the customer information to the supplier and they send to it Eversource.

  This is not immediate and can a few months depending the supplier and the bill cycle.

  Thank you,

  Mary Ellen M*****

  Eversource

  Regulatory Relations Specialist

   

• Initial Complaint

  Date:02/19/2025

  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.

  Background: I bought a commercial unit in March, 2024 in ********* **, and I rent it to a restaurant. I am trying to get compensated by Eversource for issues they had which cased a serious amount of damage to the unit's HVAC system.
  
  The address is:
  *** ***** ***** **** * ********* ** ***** 
  Steps taken so far:
  • Date of First Incident: 08/10/2024
  • Service Type: Electric
  • Type of claim: Property Damage
  I own a commercial unit on the ocean in ********* **. It is leased to a restaurant called ******** with the Eversource name "**** * *****" They pay the bill with the account number ***********.
  
  HVAC Incident 1: August 2024: AC unit fries and need the HVAC people to come and fix it. Cost $2240.
  
  HVAC Incident 2: January 3rd 2025: No heat, cops and fire engines come because two heating motors went on fire and fried. Cost $7,840.
  
  HVAC Incident 3: January 30th, 2025: No heat, cops and fire engines come because two different heating motors fried. Cost: $7,986
  
  The HVAC person said that it has to be something at the pole (Eversource) because the issues should not be continuing to happen. Eversource came out to the property and they said that a three phase wire was totally corroded at the pole and was replaced and he said that was definitely the cause the HVAC damage. He also recommended I reach out to Eversource for compensation since it was an issue that was there for a while based on the corrosion level.
  
  I reached out to Eversource to file a claim. Eversource claim number: #**********.
  
  They rejected the claim stating (attached).
  
  I rejected their rejection because they stated that it failed without warning or notice. However, I was having issues and forking over huge money for five months without knowing the issue was Eversource. And based on the technician's description of how corroded the equipment on the pole was, I feel they are responsible for reimbursement.

  Business Response

  Date: 02/19/2025

  Dear Better Business Bureau:

  The letter from Eversource's claim department offers: Should you have any new information which you believe might impact the assessment of this matter, please
  forward your documentation to my attention in writing.

  Please contact the claims representative to further discuss this issue.

  Sincerely,

  Mary Ellen M*****

  Eversource

  Regulatory Affairs Specialist

   

   

   

  Customer Answer

  Date: 02/20/2025

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

  1. I am confused by the lack of information in the response.

  2. I provided all the invoices in this ticket. When I originally sent it out, I did not have the most receipt invoice.

  3. Please review the invoice information.

  4. Please respond to the fact that the equipment at the pole was so old it rusted to be defective and I believe negligent on the part of Eversource to repair it. I had six months of damanges. If Eversourse cannot keep up with the very basic maintenance, they should reimburse me for my damages. This is A LOT of money!
  
  
  ****
  

  Customer Answer

  Date: 03/07/2025

  I am confused. So they just don't have to respond and you close the case? What is the point of this company?

• Initial Complaint

  Date:02/19/2025

  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.

  Had Eversource upgrade my electric meter from 100amp to 200amp service back in October 2024. Since that time I never again received a bill for electricity, only gas Called Commercial customer service on 12/05/24 to create ticket. Called again on 1/22/25 was told will expedite. Today 2/19/25 still only received gas bill in mail but no electric bill. Called again and was told not sure what the problem is still.

  Business Response

  Date: 02/26/2025

  Dear Better Business Bureau:

  Thank you bringing matter our attention.  The electric account billed on February 24, 2024.  The should customer receive their bill within the next day.

  Sincerely,

  Mary Ellen M*****

  Regulatory Relations Specialist

  Eversource

   

  Customer Answer

  Date: 03/05/2025

  I just finally received the bills from October November December 2024 and January February 2025. I presume that the situation has been resolved and will know fully on the March billing cycle.

• Initial Complaint

  Date:02/14/2025

  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.

  I am EXTREMELY frustrated with Eversource's monopoly in *************, especially on **** ***. It can be incredibly disheartening to feel like you're being taken advantage, discriminated against as a consumer, especially when your bills are significantly higher than expected. – TRIPPLE!!!
  My February bill from Eversource is THREE TIMER higher than my Natural GAS bill from ******** **** which is my primary heat source, and three times higher than all previous years1. This discrepancy is indeed concerning and can feel like an abuse of power by the service provider.
  It s extremely troubling to think that the ************ ** ************* allows for this Monopoly! It is unconstitutional!!!!!!!!!!! And ABUSE
  I called Eversource after receiving my new bill, and frankly they did not care, “nothing that they can do” they have a little car that drives around the neighborhood that supposedly reads the meter and frankly I don’t feel the readings are accurate and they are ******** my by not have accurate info. they again said “nothing they can do” and frankly the women could care less.
  
  **** *** and integrating *** **** ***** **** ********. While these projects are intended to enhance the grid's resilience and support renewable energy, they may also contribute to higher costs for consumers. This is **** * **** and wind farms - THIS IS NOT MY PROBLEM!!! And should be band and we as consumers should NOT be charged for it.
  I am confident that Eversource's pricing is unfair or that they are exploiting their customers and monopoly, I will also be reaching out to local consumer protection agencies or and state representatives to voice my concerns.
  I need immediate action.

  Business Response

  Date: 02/25/2025

  Your
  recent message about your Eversource bill was shared with me. I fully hear your
  concerns, and I wanted to share information about programs that can help you,
  as well as information about energy usage and current rates.
  
  During winter months, your energy usage tends to increase due
  to heating your home or business. ?Other factors influencing your usage include
  local temperatures, home insulation, and the efficiency of your heating system.
  Even if you keep the thermostat at the same temperature every day, if it is
  colder outside, it takes more energy to keep your heating system at that
  temperature which increases your overall usage. 
  
  
  Programs Available: We offer numerous programs and services to help our
  customers.  I encourage you to visit eversource.com/electric-programs for information on programs available to you, such as:
  
  The Home Energy Assistance Program provides payment toward your winter heating bill. See information at *******************************************************************************.
  Budget billing smooths out seasonal spikes by setting a predictable bill amount each month based on your average annual energy use.
  For income-eligible customers, our discount rate can help reduce your bill.
  Our New Start program can help eliminate an outstanding balance in as little as 12 months if you make on-time monthly payments.
  If you have a past due amount, our Flexible Payment Plan can also help you catch up and is available to all customers regardless of income.
  *** **** ******** ****** **** provides additional assistance for overdue utility bills.
  You can also take advantage of energy efficiency measures like home weatherization, which can save you energy and money.
  
  We want to assure you that we
  understand that any increase in your bill is challenging. Even if you have
  never needed assistance before, please consider taking advantage of the many
  services above that can help you manage your bill and your usage.

• Initial Complaint

  Date:02/13/2025

  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.

  Outrageous bill increase for no reason with no explanation! Price gouging is obvious and they are getting away with it because they have no competitors in the area. We are forced to use them for electricity. The amount being charged on each bill is more every month even when the usage has gone down. They are economically discriminating based on assumed financial status. Other consumers who make less money are paying 100 a month for similar usage while some are paying 1000 a month. There is an obvious problem here.

  Business Response

  Date: 02/25/2025

  Your
  recent message about your Eversource bill was shared with me. I fully hear your
  concerns, and I wanted to share information about programs that can help you,
  as well as information about energy usage and current rates.
  
  During winter months, your energy usage tends to increase due
  to heating your home or business. ?Other factors influencing your usage include
  local temperatures, home insulation, and the efficiency of your heating system.
  Even if you keep the thermostat at the same temperature every day, if it is
  colder outside, it takes more energy to keep your heating system at that
  temperature which increases your overall usage. 
  
  
  Programs Available: We offer numerous programs and services to help our
  customers.  I encourage you to visit eversource.com/electric-programs for information on programs available to you, such as:
  
  The Home Energy Assistance Program provides payment toward your winter heating bill. See information at *******************************************************************************.
  Budget billing smooths out seasonal spikes by setting a predictable bill amount each month based on your average annual energy use.
  For income-eligible customers, our discount rate can help reduce your bill.
  Our New Start program can help eliminate an outstanding balance in as little as 12 months if you make on-time monthly payments.
  If you have a past due amount, our Flexible Payment Plan can also help you catch up and is available to all customers regardless of income.
  *** **** ******** ****** **** provides additional assistance for overdue utility bills.
  You can also take advantage of energy efficiency measures like home weatherization, which can save you energy and money.
  
  We want to assure you that we
  understand that any increase in your bill is challenging. Even if you have
  never needed assistance before, please consider taking advantage of the many
  services above that can help you manage your bill and your usage.

• Initial Complaint

  Date:02/12/2025

  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.

  In the winter of 2022/2023, the energy rates were absolutely astronomical. My electric bills for my tiny house at my previous residence were out of control and they added up very quickly. I ended up owing about $2400. This account went to collections with ****** ********** ********(***). The way ****** ********** ******** explained it to me is that they did not buy the debt, they were just hired to collect the debt. I requested a settlement amount and was told by *** that they needed to get approval through Eversource for that settlement amount. They then told me that Eversource agreed to a settlement of $1200. I paid that in July of 2024. I logged onto my account recently with Eversource just to make sure it was allset and saw that I still have the remaining balance. I have a "account paid and closed" notice from *** that states that the account has been satisfied. I spoke with someone at both companies and both said "the remainder is your responsibility to pay". Why would Eversource agree to a settlement if they aren't going to honor it? I am getting nowhere with either company.

  Business Response

  Date: 02/13/2025

  I do not show that you have contacted us regarding the balance.  If you only logged into your account, then yes you would still see a balance.  Your account is noted that a settlement agreement was agreed upon and we do have the payment that was made for the settlement amount.  Your account has been properly noted that it is a settled account and you will receive a new account number if you should need service in the future.  The balance will remain in our system, but again it is noted that it is not collectible.

  
  
  

• Initial Complaint

  Date:02/10/2025

  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 received a text message that my mother's disconnected service had been restored, the service has not been restored and the customer service representative Karina says there is nothing anyone can do until Monday. It is very concerning a company's documents do not match what they say and do. I tried to upload the documents but got a message filed too large.

  Business Response

  Date: 02/10/2025

  A review of the account shows that the customer needs to hire an electrician to fix the weatherhead before service can be restored. 

• Initial Complaint

  Date:02/07/2025

  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 being charged twice for the same services for 4 different services per their bill breakdown on electric and being charges for solar i don't have solar. they are charging a distribution charge double to what the actual usage is for the gas.

  Business Response

  Date: 02/07/2025

  Dear Better Business Bureau:

  *** ****** referred four accounts she was charged.

  There are currently one gas account and one electric account active in her name.

  *** ****** is new this this property, however, the same line items that are on her current bill are the same items on her bill at her prior address.

  The bills are based upon actual consumption.

  If she would like a more detailed description of the charges on the bill, please advise her to visit this website: 

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

   

  Thank you,

  Mary Ellen M*****

  Eversource

  Regulatory Relations Specialist

   

  Customer Answer

  Date: 02/11/2025

  Not true.. i have the bills with the proof of all these charges. I’m not the only one here in *** ******* with these charges .. there’s a ******** page with all the complaints .. citizens against Eversource is the name 

  Business Response

  Date: 02/12/2025

  Dear Better Business Bureau:

   

  Please advise the complainant to provide the four account numbers or copies of the 4 current accounts she states she is billed.

  Thank you,

  Mary Ellen M*****

  Eversource

  Regulatory Regulations Specialist

  Customer Answer

  Date: 02/12/2025

  You will see all the electric charges duplicated and I don’t have solar and on the gas it has duplicate charge.. just different money amounts 

• Initial Complaint

  Date:02/07/2025

  Type:Facilities 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 have tried four or five times to upload documents to get in a financial program on eversource and every time there is an error and the documents are unable to be uploaded. It doesn't seem to be the document as they uploaded here. I genuinely believe they know the link to upload documents on their website is broken and don't fix it so they can keep charging more then they should.
  
  
  Also don't understand how business can ethically charge me 65% on top of my usage in service fees and delivery? But God knows no will help with that.

  Business Response

  Date: 02/10/2025

  We checked our Secure
  Document Upload link on 2/7/25, and we were not experiencing upload issues. Nonetheless,
  Mrs. Kneeland’s account has been coded hardship based on the documents attached
  on the BBB complaint. **** ******** can contact our customer service department
  at ###-###-#### (Monday – Friday from 8 am to 6 pm) to discuss monthly
  charges. 

  Customer Answer

  Date: 02/10/2025

  
  
  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:02/04/2025

  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.

  electrical bill is extremely high. can not afford to keep paying this high cost. had solar put in to help with the cost just got a bill from ever source for 850 dollars plus a 600 solar bill. ever source is ripping me off and i have a minor child that is disababled and needs 24 hr care and i was told by a representative that it dose matter we can shut off your power.

  Business Response

  Date: 02/04/2025

  A review of the account shows that the usage is around the same at this time for the last 3 years. We continue to offer customers energy efficiency programs that include low cost product offers, the home energy solutions program and energy saving tips to help our customers via our website.