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 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:12/16/2024

  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'm had a solar company install a new solar system on my roof. I paid extra for an enphase Computer monitoring system that monitors panel output. The City of ******* signed off on the project as well as Evers source. We finish the project. We got final inspection from the City of ******* electrical inspector that stated everything was good and we passed inspection ever came out and said that they need to put in 2 electrical meters instead of one, 1 meter to show the production of the panels, which is what the enphase system does. So we complied I had to take out another building permit, install the second panel box for the meter had the electrical inspector come out again and approve the second panel. Now every source is saying it's too low to the ground. However, there's nothing in the *** ******** ******** code that says anything about the height. We asked Evers source, why didn't they tell us this before. And we're meeting dead ends. The panel box has been installed as they asked and has been approved by the CITY OF ******* now they're changing their rules again I cannot get a straight answer from anybody at Evers source to finish this project. I have contacted **** as well.

  Business Response

  Date: 12/16/2024

  A review of the account shows the 2nd work request was generated December 12, 2024 and is not due to be completed until 12/26/2024. 

  Customer Answer

  Date: 12/24/2024

  I have nothing to add as of yet apart from this correspondence from Eversource I have not heard from anybody from the company however, my solar contractor said they’re supposed to finish the job on Friday. I’m just waiting to see if they finish it.

• Initial Complaint

  Date:12/10/2024

  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.

  Transaction Date: August 12, 2024
  Eversource contracted to remove an existing gas meter from the interior of the home and install a new gas meter on the exterior of the home. This action may have been prompted by local or state laws as there is no charge to the consumer.
  A prolific and persistent leak in the poured concrete foundation, adjacent to and in the vicinity of the new gas meter as installed by Eversource, became evident during pursuant rainfall events.
  Calls to Eversource have not resulted in any positive action to resolve the problem.
  Robert Sacco, Supervisor, Meter Services, was the last contact person.

  Business Response

  Date: 01/05/2025

  An Eversource Field Operations Supervisor has spoken to the customer's daughter (*****) and she informed him that a company is scheduled to go to her property 12/31/2024 to make the required repairs on the issue they have been experiencing.  She was given the telephone number for the manager in Eversource's Claims Department to communicate with him after the repair is made.  He wanted to have her
  reach out to him directly.

• Initial Complaint

  Date:12/02/2024

  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.

  08/2023 Eversource approved the turn on of solar ( ******* ) on my property. The ******* contract states that once the approval is given I start my payments for the solar panels. As I have been paying for the solar panels I've come to find out they weren't working. After continuously going back and foward with ******* and Eversource have called many of times to let them know the solar was not connected to my proper floor. After many attempts Eversource kept telling me it was Trinity's fault they did not provide proper information. ******* came out and showed that all wiring was properly installed and it was Eversources responsibility to fix the meter wire.
  After many attempts of communication with a Solar rep at Eversource in August of 2024 Eversource finally came out to finally fix the meter and properly connect the solar wire to the first floor of the property. After many attempts again with the Solar rep at Eversource I have yet to get a response if it was properly connected to my floor and I am now stuck paying for panels that don't work because Eversource gave the wrong information. This has been going on for over a year now and I am struggling to stay afloat.

  Business Response

  Date: 12/11/2024

  A review of the situation, the DG department will reach out to the customer . 

• Initial Complaint

  Date:11/25/2024

  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.

  Hi,
  
  I'm complaining about the work order for ** ********* ** in *********** **. We are chasing Eversource to get a power in our building for many months. The service level that we got from Eversource was the worst I ever seen. We kept getting lies that a technician fixed that issues few months ago and than the following day we are getting a phone call that someone will come and finish that work in few weeks.
  
  Eversource is abusing their power against the clients and no one need to bag an energy company to get a service.
  
  We had terrible experience dealing with (Owen C***** Eversource Energy Customer Service) Engineer) and wished that Eversource will hire someone that cares about their job and the clients.

  Business Response

  Date: 12/10/2024

  Dear Better Business Bureau,

  This matter was resolved on November 24, 2024.

  Thank you for allowing the opportunity to provide an explanation.

  Sincerely,

  Mary Ellen M*****

  Regulatory Relations Specialist

• Initial Complaint

  Date:11/20/2024

  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.

  We paid Eversource for a service upgrade on 2/24/24 in the amount of $9,567. Since then, we have been told the work order is in dispatch status. We have reached out very consistently, with no legitimate response. This is a 6 unit apartment building, and there is a gaping hole in the side walkway. We have concerns that this will be a safety hazard to our tenants. Especially come winter. We also have tenants living in the building with limited amenities due to the lack of sufficient service at the building.

  Business Response

  Date: 12/05/2024

  Dear Better Business Bureau,

  Eversource is unable to complete this work order until the street opening permit is approved by the City.  We have applied for that permit and are awaiting the proper approval.  This project will be completed as quickly as possible once that is granted.

  Thank you,

  Kristen G

   

• Initial Complaint

  Date:11/19/2024

  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 is overcharging again and I'm sick of these corporations taking advantage how can my delivery charges multiply each month but my consumption stays the same some shady business practices being performed at eversource

  Business Response

  Date: 11/21/2024

  We had a supervisor reach out to the customer and left a voice mail to call back.  Another attempt will be made.

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair 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.

  We have a tree that Eversource uses as an anchor. Several of the main branches off the truck are rotted and we are concerned that the tree itself may need to comes down.
  
  The anchor holds up the pole that supplies the entire neighborhood’s electricity.
  
  What do we do?
  
  Eversource initially sent a crew out to examine the tree and, stated simply, did not. The crew somehow managed to miss the dry rot entirely and acerbically stated, “derp, the leaves fell of the tree.”
  
  Aside from thinking residents are too stupid to understand how seasons work, no answer has been provided for the actual anchor and what we are supposed to do about it.
  
  Eversource has instead gone absolutely silent. The ‘integrity’ of the crew is apparently sacrosanct?
  
  We have children and are concerned that the rotted limbs will fall and are unsure how to proceed. Eversource believes silence is an answer here?
  
  Help would be appreciated

  Business Response

  Date: 12/05/2024

  Dear Better Business Bureau,

  A Manager from our Vegetation Management team has inspected the tree and has spoken to the customer since receiving this inquiry. This inquiry has been resolved.  As mentioned to the customer, the tree does not pose an immediate threat to
  the nearby Eversource electric wires and is not likely to fall over. The customer was also
  informed him that the guy wire currently attached to his tree is likely owned
  by *******, based on where it’s connected to the pole in his yard. 

  Thank you for the opportunity to respond to this inquiry.

  Kristen G

  Customer Answer

  Date: 12/12/2024

  This issue was resolved. Eversource sent someone out who addressed all aspects of the comoplaint.  

  Very much appreciate the assistance. 

• Initial Complaint

  Date:11/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Eversource. I do not have a contract with Eversource. They did not provide me with the original contract as requested.

  Customer Answer

  Date: 11/20/2024

  I had a bill that was dated for 10/23/2023 due by 11/22/2023. I closed on the house on 10/24/2023. The bills were being sent to the house I no longer had access to which I did not know about. Even though I signed up for paperless bills and autopay which was confirmed with the company. The bill was then sent to collections without my knowledge on 3/2024. Collections made no reasonable attempt to contact me and I did not know about the collections until I checked my credit score on 6/2024. I paid the account to eversource immediately and was told it was going to be removed from the collections account and my credit report. Currently it remains on my credit report.

  Business Response

  Date: 11/26/2024

  A review of the account shows that service ended on 10/25/2023 which is when the final bill was generated and emailed to the customer.  The account was reported correctly. Once it is was recalled from the agency with a payment, the account is marked paid.  This account shows that it was marked paid on 06/07/2024. 

  Customer Answer

  Date: 11/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Despite the fact it was marked as paid, my credit score continues to be affected. This is affecting my ability to get loans and now will remain for 7 years. Eversource did not make an effort to contact credit collections to have the collections removed from my credit report. I do not feel this has been resolved at all despite all the steps I have taken. It should never have been sent to collections without giving me any notification and Eversource should assume direct responsibility to resolve this credit problem.
  
  
  
  Sincerely,
  
  
  
  ******* **

  Business Response

  Date: 12/11/2024

  The account was reported correctly to the agency and once the payment was made it was also sent to the agency.  The transaction does not get removed if there were no errors made.  It is updated to the facts. 

  Customer Answer

  Date: 12/11/2024

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

  It was inappropriately taken to collections without proper notification. Eversource has not made attempts to remedy the situation despite multiple calls. Eversource needs to contact collections to remove it from credit reporting.

  
  
  Sincerely,
  
  
  
  ******* **

• Initial Complaint

  Date:11/15/2024

  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.

  My company received bills from Eversource with incorrect meter readings showing much higher usage (more than 10x higher) than what we had actually used. We called Eversource in August to request that they review and fix the billing error and come to our property to view the meter so that they could see that our actual consumption was only a fraction of what they were charging us for on our bill. Since then I have called back three or four times and keep being told that this is in process, but the issue is never resolved. We have gotten shutoff letters and I have had to call them each time to keep having them push out the shutoff date since they are still working on figuring out why they are billing us for incorrect usage. At this point, it has been over three months since I first brought the issue to their attention and I have followed up numerous times. I cannot continue to spend an hour on the phone every few weeks to ensure that my electricity doesn't get shut off because of Eversource's error. I need them to resolve the issue ASAP so that we can get corrected bills and pay for our actual usage to date.

  Business Response

  Date: 12/01/2024

  Dear Better Business Bureau 

  Eversource contacted the complaintant and apologized for the error.

  The billing on the açount will be fixed this month during the December billing cycle.

  Sincerely,

  Mary Ellen M*****

  Eversource 

  Regulatory Relations Specialist 

  Customer Answer

  Date: 12/02/2024

  
  
  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.  We hope that the bill for December will confirm that the problem has in fact been corrected.  We have not received the December bill yet, but Eversource has worked in good faith to resolve this, so we will accept their response and await the December bill for confirmation.
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:11/14/2024

  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 have tried to get help with my electric meters for two months, issue is on going since march of 2024. I have called and complained and asked for assistance on 5 separate occasions. Eversource has made not one attempt to remedy the issues. I am a landlord and multi family owner. They have two meters incorrectly labeled in their computer system and I have been paying for the tenants electricity because no one has attempted to fix or try to readdress which meter (which is labeled “owners” at my home) belongs to which account. They have no accounts labeled owners which is a mistake on their behalf. I have called about 7 times to try to figure out which meters belong to which account in their computer system. As have my tenants. Now I am being incorrectly charged because they will not send someone out to read and correctly locate and relabel the accounts in their computer system. The panels are correctly labeled to the meters however whoever labeled the actual accounts in the eversource company system did not correctly label them. They are labeled as apartments when in fact one is a shared space ie, the outdoor lights. I am being charged for tenants usage and the tenants are being charged for the three outdoor lights. I am being completely stolen from by this company and my tenants and no one will help me rectify the issue. They have blatantly ignored all of my requests.

  Business Response

  Date: 11/14/2024

  A review of the account shows that there was an order placed to have our techs come and double check the meters.  Someone will call the customer to set up the appointment. 

  Customer Answer

  Date: 11/26/2024

  I was never contacted by eversource.  Complaint filed with ****. And local news stations, and attorneys have been notified.  They continue to send me bills totaling more than $300 a month for the tenants meter which they have not sent someone out to verify the meters and fix in their computer system.  They still have not opened me an account listed for the labeled meter “owners” at my home. They continue to not know which account belongs to which meter and have yet to send someone out from the “meter department to help me” 

   

  this issue has absolutely NOT been resolved and they have had almost 2 whole weeks to resolve the problem.  

  Business Response

  Date: 11/27/2024

  The company has reached out and was unable to reach the customer or leave a message for the customer to schedule anything.  The customer needs to provide a good contact number.