Complaints

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

close

Find a Location

Eversource Energy has 18 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Eversource Energy

  PO Box 270 Hartford, CT 06141-0270

  
• 

  Eversource Energy New Hampshire

  780 North Commercial St Manchester, NH 03101-1134

• 

  Eversource Energy

  1 Federal Street Building 111-4A Springfield, MA 01105

• 

  Eversource Energy

  215 Shelburne Road Greenfield, MA 01301

• 

  Eversource Energy

  300 Cadwell Drive Springfield, MA 01104

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:02/03/2025

  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.

  Electric rate and itemized menu of charges are out of control.

  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:02/03/2025

  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.

  Our electric bills are Astronomical DESPITE led bulbs, lower demand in home (kids moving out). Over the last couple of years Eversource has added a public benefits charge and a "transmission" charge in ADDITION to supply and delivery. These extra charges amount to $500 per MONTH!!!
  This is a car payment, weeks of groceries etc. My family is suffering. My husband is disabled and we have ONE income. Something has to be done and I dont know where to turn.

  Business Response

  Date: 02/03/2025

  We appreciate how challenging the increase
  has been for our *********** customers. Public
  Benefits pay for many valuable programs to customers, including assistance and
  energy efficiency programs, as well as state-mandated power purchase agreements,
  which are vulnerable to market forces, and make up the largest part of this
  increase.
  
  While
  we don’t have any control over the costs creating this increase, we agree that there needs to be change. We’ve proposed
  solutions to the ratemaking process that will better reflect real-time costs, help
  prevent the kind of rate swings we’re seeing now and create bill stability for
  our customers. To learn more about the Public Benefits
  portion of your bill and our proposals, please visit *************************
  
  We recognize the proposed solutions do not
  alleviate the burden you are feeling now. If you are having trouble paying your
  bill, we have more programs and
  assistance available than ever before to help. Even if you haven’t qualified
  for assistance in the past, please reach out to us at ###-###-#### for
  one-on-one support with enrolling in our flexible payment plans, energy
  efficiency programs and other available financial assistance – including a
  discount for electric bills. We also encourage
  you to monitor supplier rates on **************, as
  you may be able to find a lower supply rate, which can help lessen the impact
  of the Public Benefits increase

• Initial Complaint

  Date:01/31/2025

  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.

  I made the decision to get a **** ***** ******** partially because the install costs for charging it at my home would be partially covered by Eversource through their Home Charging Rebate Program. Prior to making my purchase, I went on Eversource's website to check compatibility, and sure enough, in a couple different spots on their site, they link to a pdf that lists compatible vehicles for a ********** connection. The **** ***** ******** was listed, confirming that I was eligible (in 2024) to receive a $500 Wiring Upgrade rebate, and a $100 Enrollment Incentive (in their Managed charging program). This was a very welcome rebate, considering the cost for my wiring upgrade was ~$1450. After making my purchase and the wiring upgrade though, after having issues enrolling in their managed charging program online, and being passed along to several different email contacts, I finally got a definitive response from them saying that my car was in fact NOT eligible due to "********** compatibility issues". Had I known this in advance, I might not have gotten this car and spent all that money on a wiring upgrade. Now I am stuck paying the full expenses thanks to the misinformation on their website. As of 1/31/25, they have now corrected their pdf to remove the ******** from the list. I have attached the original pdf to this claim.

  Business Response

  Date: 02/03/2025

  Our rebate department will reach out to the customer 

  Customer Answer

  Date: 02/09/2025

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

  I am currently speaking with Gabby O***** about getting the rebates, however I have not received them yet.  We are working through technical issues to get this resolved, and I will accept response once the rebates are received.  Only rejecting right now to prevent BBB from closing complaint automatically after 7 days. Thanks.

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

  Business Response

  Date: 02/10/2025

  you can always re open the case after 7 days. 

• Initial Complaint

  Date:01/28/2025

  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 (******* ** location only) allowed another person to use my ****** ******** ****** to open an utility account that became delinquent in 2023. It was put on my credit report in July 2024. I have completed Eversource's identity theft report (as well as submitted a police report and numerous documents). Finally on October 18, 2024, I received a letter stating I was not responsible for the $4, 821.37 debt. I have been working with Eversource (phone calls, letters, etc.) asking them to remove this from my credit reports. It has even been placed on one of my reports a second time, doubling the amount to $9,642.74! This person's name and two addresses that are all false have been placed on my credit reports with these collections. I have so many more details, but this is the bottom line. I need all of this false information removed from my credit reports. It has been over six months of fighting this battle. I am trying to move and I can not rent or buy with this huge debt on my reports. I have not been able to move forward with my life.

  Business Response

  Date: 02/04/2025

  A review of the account, doesn't show that we have put anything on this customer's credit.  There is no Eversource tradeline. 

  Customer Answer

  Date: 02/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: BBB contacted the wrong Eversource. As stated in my complaint to the BBB, this complaint is with Eversource in ******* ****. No other Eversource is connected to this account. Unfortunately, BBB contacted Eversource in CT. Sadly, they are not affiliated, nor is any other Eversource in MASS, CT or NH. ONLY Eversource ******* **** is involved with my case. Eversource ******* **** is the company that allowed my ****** ******** ****** to be used, found me not at fault and still, since July, has not removed the delinquent account from my credit. I completed their identity theft packet, police report and submitted all documentation asked of me. I can submit the letter to BBB, in which they mailed to me on October 18, 2024, finding me not at fault, if necessary
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 02/05/2025

  Eversource is affliated with all 3 states.  Please have the customer provide proof that we are on her credit report. 

• Initial Complaint

  Date:01/28/2025

  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 "Public Benefits" charges on my monthly bill should be eliminated. If these fees are mandated by State & Federal government and are for unpaid bills during the pandemic along with promoting solar power and electric vehicles (only rich can afford), then Eversource should be getting that money from the 2.8 billion awarded to ** 4 years ago and use the $340 million earned in interest through investments which were never moved to the general fund and have recently been discovered. Eversource should use that money!! When I asked for hardship relief in 2016/17 I was denied because I made $24 too much but several years later I am required to pay other peoples bills? This is not fair. Eversouce claims they are not making money on the Public Benefits charges, then the State of ** should be paying these with the stimulus money provided by Congress.

  Business Response

  Date: 01/28/2025

  We appreciate how challenging the increase
  has been for our *********** customers, especially during this incredibly hot
  summer when we’ve had to use more electricity to keep cool. Public
  Benefits pay for many valuable programs to customers, including assistance and
  energy efficiency programs, as well as state-mandated power purchase agreements,
  which are vulnerable to market forces, and make up the largest part of this
  increase.
  
  While
  we don’t have any control over the costs creating this increase, we agree that there needs to be change. We’ve proposed
  solutions to the ratemaking process that will better reflect real-time costs, help
  prevent the kind of rate swings we’re seeing now and create bill stability for
  our customers. To learn more about the Public Benefits
  portion of your bill and our proposals, please visit ************************* 
  
  We recognize the proposed solutions do not
  alleviate the burden you are feeling now. If you are having trouble paying your
  bill, we have more programs and
  assistance available than ever before to help. Even if you haven’t qualified
  for assistance in the past, please reach out to us at ###-###-#### for
  one-on-one support with enrolling in our flexible payment plans, energy
  efficiency programs and other available financial assistance – including a
  discount for electric bills. We also encourage
  you to monitor supplier rates on **************, as
  you may be able to find a lower supply rate, which can help lessen the impact
  of the Public Benefits increase

• Initial Complaint

  Date:01/27/2025

  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 this complaint due to the increasing "delivery" fee on every monthly statement. Tell me how I use $84 in gas but the delivery charge is $188 making my total charges over $270, for $84/worth of gas. The delivery is more than DOUBLE my usage. This delivery fee is $88 more than last months statement. We do not live on an island; these delivery fees are OUTRAGEOUS. I'm currently looking into swapping services and completely eliminating the delivery charges. Just because you can Eversource, doesn't mean you should.

  Business Response

  Date: 02/11/2025

  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 ******** ** **** *****, 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.

  I hope this helps.

  Kristen G.

• Initial Complaint

  Date:01/27/2025

  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 currently being scammed by Eversource. They are doubling my electrical bill to cover expenses that are unrelated to my electrical utilities.

  Business Response

  Date: 01/27/2025

  A review of the account shows that the customer is not being scammed. They are paying the sames fees as everyone else in ***********. 

• Initial Complaint

  Date:01/27/2025

  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.

  This company has monopolized our area, increasing rates to astronomical prices. The middle class is struggling to afford food and now our electricity bills are almost as much as our mortgages. Now we are being forced to pay a public benefit fee ti make up for other people who can’t afford their bills. Something must be done !

  Business Response

  Date: 01/27/2025

  We appreciate how challenging the increase
  has been for our *********** customers. Public
  Benefits pay for many valuable programs to customers, including assistance and
  energy efficiency programs, as well as state-mandated power purchase agreements,
  which are vulnerable to market forces, and make up the largest part of this
  increase.
  
  While
  we don’t have any control over the costs creating this increase, we agree that there needs to be change. We’ve proposed
  solutions to the ratemaking process that will better reflect real-time costs, help
  prevent the kind of rate swings we’re seeing now and create bill stability for
  our customers. To learn more about the Public Benefits
  portion of your bill and our proposals, please visit ************************* 
  
  We recognize the proposed solutions do not
  alleviate the burden you are feeling now. If you are having trouble paying your
  bill, we have more programs and
  assistance available than ever before to help. Even if you haven’t qualified
  for assistance in the past, please reach out to us at ###-###-#### for
  one-on-one support with enrolling in our flexible payment plans, energy
  efficiency programs and other available financial assistance – including a
  discount for electric bills. We also encourage
  you to monitor supplier rates on **************, as
  you may be able to find a lower supply rate, which can help lessen the impact
  of the Public Benefits increase

  Customer Answer

  Date: 01/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This has been ongoing for far too long. Apologies have been thrown around with no action. eversource is a big enough company to make changes! “We are working on it” is becoming a broken record. I do not wish to contribute to public benifits and that should be optional… start there 
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:01/24/2025

  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.

  Complaint Against Eversource for Inaccurate Billing and Meter Issues
  Account Number: ***********
  
  I am filing a formal complaint against Eversource regarding inaccurate billing practices & their handling of a malfunctioning electric meter at my residence.
  1.Meter Malfunction:
  On January 22, 2025, a technician from Eversource inspected my meter. I was physically present during the inspection, and the technician confirmed that the meter was not functioning properly and was not taking accurate readings. The meter was replaced on-site.
  2.Falsified Claims:
  Despite this, Eversource has falsely stated that they have readings from the faulty meter. This directly contradicts the technician’s findings, which acknowledged the meter was not operational.
  3.Unreasonably High Bills:
  My recent bills have been abnormally high and do not reflect my energy usage:
  •$512.53 for the billing period December 11, 2024 – January 10, 2025.
  •$443.40 for the previous billing period.
  During these periods, I took several measures to conserve energy, including sealing windows on Dec 17, being away for seven days, and keeping lights and heat at minimal settings. These charges are inconsistent with my historical usage and my habits.
  4.Unresponsive Customer Service:
  I have called Eversource three times to resolve this issue. On January 23, they did not answer, and on January 24, they refused to acknowledge the meter malfunction or issue a refund.
  
  Requested Resolution:
  1.A full investigation into the billing discrepancies and the false claims regarding the meter readings.
  2.A refund or credit for overcharges resulting from the faulty meter and inaccurate billing.
  3.A detailed explanation of how bills were calculated during the period when the meter wasn’t functioning.
  Supporting Documents:
  I can provide copies of:
  •Recent bills showing the unusually high charges.
  •Documentation of the meter inspection and replacement.
  •Notes from my calls with Eversource customer service.
  Thank you.

  Business Response

  Date: 02/25/2025

  Dear Better Business Bureau:

  The meter tested on 1/22/25 full load 99.9 and light load 99.9.  This would be considered a meter running slow or under recording usage and the reason the meter was exchanged.

  Eversource sent a letter to the customer on 1/27/25 stating the meter tested within statutory requirements.

  As all the bills are based upon actual meter readings the customer can be assured that the bill was based upon consumption from that meter.

  Thank you for allowing the opportunity to provide an explanation.

  Thank you,

  Mary Ellen M*****

  Eversource

  Regulatory Relations Specialist

   

   

   

  Customer Answer

  Date: 02/25/2025

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

  Thank you for your response. However, Eversource’s explanation remains unclear, contradictory, and fails to justify my excessive billing. I formally dispute their findings and believe that, beyond a refund, I deserve additional compensation for the significant time and effort I have spent trying to resolve this issue.
  
  
  1. Eversource’s Explanation Raises More Questions Than It Answers
  •They stated that the meter tested at “99.9 full load and 99.9 light load” kWh.
  •If these figures represent the actual kWh recorded during testing, they are extremely low and completely inconsistent with the high electricity usage Eversource has billed me for.
  •My December 11, 2024 – January 10, 2025 bill states that I consumed 1,533 kWh, yet their reported meter test recorded only 99.9 kWh under full load conditions.
  •This further suggests that the readings Eversource used to bill me were incorrect.
  
  2. If the Meter Was Under-Recording, My Bill Should Have Been Lower
  •Eversource admitted the meter was under-recording usage, meaning my actual electricity consumption should have been less than what I was billed.
  •If my meter was truly under-recording, my bill should have been lower, not an excessive $512.53.
  •Instead, Eversource billed me for significantly higher kWh usage than what the meter was even capable of recording.
  
  
  3. The Kilowatt Readings Do Not Match Their Explanation
  •My bill reflects an abnormally high kWh usage, despite my efforts to conserve energy (sealed windows, minimal home occupancy, being away for seven days).
  •If the meter test recorded only 99.9 kWh under full load, how does Eversource justify billing me for 1,533 kWh?
  •Eversource needs to explain how they determined my charges while using a faulty meter that was not reading usage correctly.
  
  
  4. False Claims and Unreasonable Delays Have Cost Me Time and Stress
  •Eversource initially claimed my meter was functioning properly, but then admitted it was not performing up to standards and needed replacement.
  •Now they are reporting suspiciously low kWh readings from their test, which do not align with what I was billed.
  •They cannot claim both that the meter was under-recording and that my bills were accurate.
  •I have spent countless hours making calls, writing emails, filing complaints, and dealing with this situation, all because of Eversource’s negligence.
  •The stress and time lost in addressing this issue go beyond just the financial overcharge.
  
  
  Requested Resolution
  
  
  Given the financial and personal impact of this ordeal, I am requesting:
  1.A full refund or credit adjustment for any overcharges due to inaccurate meter readings.
  2.Monetary compensation for the significant time and effort I have spent trying to resolve this issue due to Eversource’s errors.
  3.A formal written apology from Eversource acknowledging their mistakes and the unnecessary hardship this has caused.
  4.Clear documentation of how they calculated my charges while using a faulty meter.
  
  
  Eversource’s response has failed to provide transparency, contradicts itself, and does not address my core concern: why my bill was so high despite the meter allegedly under-recording usage. I urge the BBB to hold Eversource accountable not only for financial restitution but for the undue burden and stress this has placed on me.

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

  Business Response

  Date: 03/11/2025

  Dear Better Business Bureau:
  
  Eversource conducted a meter test and the meter tested
  accurately at full load 99.9 and light load 99.9. The perfect results would be
  full load 100.0 and light load 100.0.  As
  this meter was testing slightly under the standard and was not billing the
  customer’s full consumption, the meter was exchanged.   
  Under recording means the customer used more than recorded.
  The customer in her response repeats 99.9 kWh, but that was
  not the meter read, it is the load results.
  Since the meter test accurately. The subsequent calls from
  the customer to Eversource has resulted in continuously maintaining the
  accuracy of the meter and that the bills are accurate.
  As Eversource is not negligent there will no be
  compensation.
  Eversource admits to no mistakes with her bill(s).
  
  Thank you
  

  Customer Answer

  Date: 03/16/2025

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

  I formally dispute Eversource’s latest response, as it remains contradictory, lacks transparency, and fails to justify the excessive charges billed to my account. Their response continues to omit essential details, including the precise units of measurement for the “99.9 full load / 99.9 light load” test results, despite my repeated requests for clarification. Additionally, their explanation fails to reconcile the discrepancies between their findings and the substantial overcharges I incurred.
  
  1. Eversource Fails to Provide Critical Information – No Units for Test Results
  In my most recent phone call, I explicitly asked Eversource whether "99.9 full load" and "99.9 light load" referred to kilowatt-hours (kWh) or another metric.
  Eversource’s written response fails to specify the units of measurement for these figures, despite my repeated inquiries.
  The absence of this fundamental information renders their response incomplete and raises concerns regarding the accuracy of their assessment. Eversource must disclose the specific units used in their meter testing results.
  
  2. If the Meter Was 99.9% Accurate, Why Was It Replaced? I formally dispute Eversource’s latest response, as it remains contradictory, lacks transparency, and fails to justify the excessive charges billed to my account. Their response continues to omit essential details, including the precise units of measurement for the “99.9 full load / 99.9 light load” test results, despite my repeated requests for clarification. Additionally, their explanation fails to reconcile the discrepancies between their findings and the substantial overcharges I incurred.
  
  3. If 99.9 Refers to Kilowatts, My Bill is Unjustifiable
  If 99.9 kWh was the total measured energy under full load conditions, this is substantially lower than the 1,533 kWh for which I was billed.
  If the meter was allegedly under-recording consumption, my bills should have been lower, not excessively high.
  Eversource must clarify how they calculated my billed energy consumption while using a meter they later deemed faulty.
  
  4. Discrepancies in My Billed Usage Compared to My Actual Energy Consumption
  During the billing period of December 11, 2024 – January 10, 2025, I was away from my apartment for at least seven days. During this time, all non-essential appliances were unplugged, and the heat was set to a minimal level.
  Additionally, I am regularly out of my residence for over 10 hours a day most weekdays, significantly reducing my daily energy consumption.
  Despite my reduced presence and conservative energy usage, I was billed $512.53 for this period—more than double my previous bills.
  These inconsistent and excessive charges require a clear and documented explanation from Eversource.
  
  5. Contradiction: If the Meter Was Under-Recording, My Bill Should Have Been Lower
  Eversource claims that my meter was under-recording usage, which implies my actual electricity consumption was higher than what was recorded.
  However, if this were true, my previous bills should have been lower than my actual consumption, not significantly inflated.
  Instead, I was charged for an excessive 1,533 kWh in one month despite my efforts to minimize energy usage.
  How does Eversource reconcile its claim that my meter was under-recording while simultaneously insisting that my bills were accurate? These statements are inherently contradictory.
  
  6. No Justification for My Excessive Charges
  If the meter was indeed under-recording usage, then there should have been a significant increase in my recorded kWh consumption after the meter replacement.
  Has Eversource conducted a comparative analysis of my kWh usage before and after the meter replacement? If so, why have they not provided this data?
  If the meter was faulty, Eversource had an obligation to reassess and correct any potential overcharges from previous billing cycles.
  
  7. Eversource’s Continued Refusal to Provide Transparency or Compensation
  Eversource initially denied any issues with my meter, later admitted it was "not performing up to standards," and ultimately replaced it.
  Despite acknowledging that the meter was not recording accurately, they refuse to issue any refund or compensation for the financial and personal burden caused by this issue.
  Their refusal to correct a demonstrable discrepancy in billing constitutes an unfair and deceptive business practice.
  
  Requested Actions
  Given these substantial contradictions and the lack of transparency in Eversource’s response, I am requesting the following corrective actions:
  Eversource must specify the exact units of measurement for the “99.9 full load / 99.9 light load” test results.
  Eversource must provide a written explanation for why the meter was replaced if they claim it was 99.9% accurate.
  Eversource must provide a documented breakdown of how my charges were calculated while using a faulty meter.
  Eversource must issue a refund or credit adjustment for any overcharges resulting from the inaccurate meter.
  Eversource must compare and disclose my energy usage before and after the meter replacement to determine discrepancies.
  Eversource must compensate me for the undue burden and time I have spent disputing this matter.
  Eversource’s continued failure to provide a data-backed, transparent explanation of its billing practices raises significant concerns. Their response has not adequately addressed my complaint, and I urge the BBB to continue its review and hold Eversource accountable for its lack of transparency and failure to resolve this issue fairly.

  
  Sincerely,

  
  
  ***** *****

  Business Response

  Date: 03/17/2025

  An electric
  meter works similarly to a car odometer in the manner that, when there is
  usage, the meter goes forward.
  Meter test
  results were sent to the customer which showed the light load and full load of
  electricity for the electric meter.  This test is based upon the industry standard test
  for electric meters called ****.  The **** Standard Testing for
  Electricity shows the accuracy of light current and full current running
  through the meter.  The perfect test result is full load 100.00% and light
  load 100.00%.  The customer’s meter tested slow at 99% and the meter was
  exchanged.  The meter was not faulty, it simply was not recording usage at
  100.  **** standards permit + 2% variable from 100%. 
  Additionally, the 2% variance is written in, and enforced, under ** ******* ***
  (*** ******* **** ******* ***).
  The customer
  lives in an all-electric dwelling which means all heat equipment and water
  heating equipment require electricity to operate.  The use of electric is
  under the direct control of the customer. The utility would not know what
  appliance or how a customer uses their electricity.  However, the
  customer’s usage history shows similar seasonal consumption last February to
  March 2024 for 1240 killowatts.
  This winter
  has also been colder than the previous winter, as highlighted in several news
  reports regarding high winter bills.  Even if a customer sets their
  thermostat at the same temperature year over year, the outside temperature
  impacts how hard heating equipment needs to work – impacting consumption. 
  After
  receiving a higher than usual bill for a customer, many customers make
  adjustments to their energy consumption, thus lowering the kilowatt
  consumption. This would result in future lower bills.  Eversource
  does not have insight into the customer’s consumption habits and,
  therefore, cannot provide an explanation as to why each individual’s usage
  fluctuates.  The consumption is documented on the monthly bill and all
  readings have been actual (not estimated) reads.
  We maintain
  the bills are accurate as they based upon actual meter readings and the test
  results are based upon the industry standards for testing of electric meters
  resulting within the + 2 percent margin of meter accuracy of the ****
  Standards.

  Thank you,

  Mary Ellen M*****

  Eversource

  Regulatory Relations Specialist

• Initial Complaint

  Date:01/22/2025

  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.

  Employee incorrectly assigned an address to my account, therefore resulting in an incorrect bill. Upon contacting Eversource in August 2024, they assured me the bill will be removed from my account. I have made multiple follow up calls with no action taken. It is still displaying with the incorrect balance on my account as of January 2025.

  Business Response

  Date: 02/06/2025

  RE:  ***********
  
  Dear Better Business Bureau:

  The account referenced has been abated and closed.

  Thank you,

  Mary Ellen M*****

  Eversource

  Regulatory Relations Specialist