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

• 

  Eversource Energy New Hampshire

  PO Box 330 Manchester, NH 03105

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:04/25/2025

  Type:Customer Service 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.

  Medical protection on a domestic violence dv account. Being refused service and reconnection because they want me to make my service address public record which endangers myself and my children. I have sent everything they requested several times and my dr office has as well and still we have no utilities and a refusal of service even though this wasn’t a request when it was first told to get the new medical form. Every time I call in it’s a different request and refusal. Even when told why they told me I am not the only one with a medical issue or dv requested to speak to a supervisor or manager in protections since they said they never dealt with this situation and was told protection doesn’t speak to the public I can email them it’ll take 3-5 days my medicine, breathing machines can’t be used and it’s just gets worst with ever call. They keep telling me to call back to check the status but still nothing. It can’t be a letter for my children because it doesn’t match the account holders name but yet the account is verified through me and my name is is on the documents as well. My own info can’t be used because it now doesn’t match the service address in the heading and the body of the letter which the body of the letter is what is needed and my name. My hardship info can’t be used because it doesn’t match the service address along with the discount documents because it doesn’t have an end date or match the service address but my name matches. Again explained due to domestic violence all my correspondence goes to a mailing address which is the us postal address and still I was told to change it. Even after I explained again domestic violence and safety protocols which this will endanger me and my five living children and this was noted when the account was open last year April 2024. Even gave them the mailing address to use and someone changed it back to the service address which no mail is accepted for myself or my family at. Mark the supervisor helped to his best.

  Business Response

  Date: 04/25/2025

  Dear Better Business Bureau,

  This matter is under review with our regulatory authority and we will respond to them regarding this matter.

  Thank you,

  Mary Ellen M*****

  Eversource

  Regulatory Relations Specialist

• Initial Complaint

  Date:04/24/2025

  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.

  I have Eversource gas account for both electricity and Gas. I am signed for paperless .One of my account for gas was overdue. However, I received no notice in email or text that the service will be disconnected. Companies keep a trail of all the outbound messages/text for audit purposes. Not only i did not receive a disconnect notice, they are adamant that a notice was sent out. Which is absolutely not true. I am without heat and being accused . I want the issue where i don't get notified for disconnect notice to be fixed and also not be blamed for the system issue where no notification was sent via email/text.

  Business Response

  Date: 04/24/2025

  A review of the account shows that the last payment was in January.  The disconnect notices went out on April 3rd and April 10th,neither was returned to the company as undeliverable. In order to get email/text notifications the customer would have needed to sign up for them which has just recently been done.  There will be no adjustments or credits to this account. 

  Customer Answer

  Date: 04/24/2025

  Customer care found 4 accounts mapped to my name . 2 correct and 2 incorrect ones .

  paperless option is disabled on the correct one and enabled on incorrect one.

  They enabled it on my current account now.

  however to reinstate the connection , $85 is being charged . I am disputing why should I pay this when the issue was with the notification for service disconnect .

  also I have not setup auto pay because of the same reason . There are way too many accounts mapped to my service address .

  2 out of the 4 are not correct . I don’t want my autopay to get payed to the incorrect ones 

   

  Business Response

  Date: 04/24/2025

  Notifications were mailed to the customer on 04/03 and 04/10.  There will be no credits or adjustments.  The customer is responsible for the reconnect fee. 

  Customer Answer

  Date: 04/24/2025

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

  I have signed up for paperless notification as I travel for most part of the month. That is the whole point of signing up for text and email notification 

  i have not got them on emailor text.

   

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

• Initial Complaint

  Date:04/21/2025

  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 Is robbing it's customers they set you up with a payment plan then tell you that you qualify for a new arrangement that will lower your monthly payments without giving you all the facts only to make you drop from one plan to another so they can then attempt to disconnect your services, their agents aren't trained properly and frankly their rates are highway robbery.

  Business Response

  Date: 04/21/2025

  We do not have a customer with that name at that address.  I am only able to find that name with a bill that has gone to collections for non payment. I am also unsure what the exact complaint is about.

• Initial Complaint

  Date:04/14/2025

  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.

  We own **** ** **** *** *** ***** Our bill was paid in full on April 8. And today on Friday night they are disconnecting the power. Leaving our boarding dogs with no heat or water. The customer service was incompetent and not helpful. They are making us pay the bill again at *******. The first payment funds left our bank account on April 8. They are disconnecting anyway. This is causing severe damages of many thousands of dollars.

  Business Response

  Date: 04/14/2025

  Eversource has already spoken to *** ****** this morning.  The customer received a scam phone call.  The caller was not from Eversource.

• Initial Complaint

  Date:04/11/2025

  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.

  We're paying 200% delivery for electricity from eversource and the powers been off and on 10 plus times today. For $50 of electricity you end up paying over $300 and for the power to be out this long and on and off so many times is unacceptable and I demand relief from this company. It's not fair to me or anyone else in ************* who has to pay these exorbit criminal fees for horrible service when we don't even have electricity. The repairs are never made in a timely fashion and like I said this is the 10th time today the power is gone out

  Business Response

  Date: 04/11/2025

  Dear Better Business Bureau:
  Eversource received calls regarding power outage in the vicinity of the complainant’s home.
  Eversource sent crews to patrol the areas involved in the outage.  A tree fell on the lines.
  Eversource completed the necessary repairs and then a switch faulted and turned part of the areas power back off.  Eversource patrol the area searching for limbs on lines or other issues (i.e. animals, birds).
  Eversource then restored the service.
  The tree falling on the power lines is not a fault of Eversource.
  Thank you for allowing the opportunity to provide an explanation.
  Sincerely,
  Mary Ellen M*****
  Eversource
  Regulatory Relations Specialist

• Initial Complaint

  Date:04/07/2025

  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 the retired guardian of a disabled child, and am on a "budget" payment plan where my bill is averaged monthly for 12 months, and I pay any overage yearly. Today, I received a gas bill for $719 , but, this was an accumulated charge for "delivery", and not for gas used. How are they now charging for delivery, when the actual gas is, and always has been, piped in??? And, how is this a legal charge? I am on a limited income, and can not afford this new "fee" , in addition to the price of gas!! And how has this accumulated?? This is not acceptable!

  Business Response

  Date: 04/08/2025

  The customer was enrolled in the budget plan for the 2024-2025 winter season.  The budget amount is determined by the customer's prior year's usage. It can start in any month of the year. In ***** case, the budget starts in the month of April each year and the company settles up the over/under billing on the last bill in the budget plan.  In ***** case that is March.  So every year the company determines if there is an amount under or over by the budget amounts billed in the prior 12 months.  In 2023 Kim ended the budget season with a credit of $99.73.  This meant her bills total less than the budget amounts covered.  In 2024, she ended the budget plan with a credit of $172.81.  This year, prices increased and the weather was extremely cold resulting in annual bills for usage being much higher.  All customers used more gas than they had in previous years and with the higher rates, ended the budget season with a debit balance.   This settle up is not a new fee.  Its a reconciliation of what was billed, less the budget payments made.  Unfortunately, a payment plan cannot be made on this amount while the budget program in in effect.  We can cancel this budget and create a payment plan on the amount due and she can enroll in the budget program again when her balance is paid in full.

  Business Response

  Date: 04/08/2025

  The customer was enrolled in the budget plan for the 2024-2025 winter season.  The budget amount is determined by the customer's prior year's usage. It can start in any month of the year. In ***** case, the budget starts in the month of April each year and the company settles up the over/under billing on the last bill in the budget plan.  In ***** case that is March.  So every year the company determines if there is an amount under or over by the budget amounts billed in the prior 12 months.  In 2023 Kim ended the budget season with a credit of $99.73.  This meant her bills total less than the budget amounts covered.  In 2024, she ended the budget plan with a credit of $172.81.  This year, prices increased and the weather was extremely cold resulting in annual bills for usage being much higher.  All customers used more gas than they had in previous years and with the higher rates, ended the budget season with a debit balance.   This settle up is not a new fee.  Its a reconciliation of what was billed, less the budget payments made.  Unfortunately, a payment plan cannot be made on this amount while the budget program in in effect.  We can cancel this budget and create a payment plan on the amount due and she can enroll in the budget program again when her balance is paid in full.

• Initial Complaint

  Date:04/04/2025

  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.

  Eversource is currently showing two returned payments on my account, each for $300. One of the returned payments is dated 02/20/2025 and the second is dated 03/04/2025. The returned payment that Eversource shows on 02/20/2025 was an error by my bank, ********. ******* has since corrected their error and returned the $300 to Eversource (on 02/25/2025). Please refer to the attached statement from ******** as proof. I have called Eversource several times in March of 2024. I was given an Eversource email ( *******************************) to mail all of my supporting documentation. I sent over my documentation on March 17, 2025. After several follow-up attempts, an Eversource employee (S******* Allison N; ******************************) emailed me stating that they were "very sorry about this inconvenience" and wanted to "assure [me] that [they were] taking care of this." In the last few days, Eversource has made minior adjustment to my account balance but has not provided any details, nor is there any way for me to see what is happening on their website. As of the date of this report, my account balance remains overstated by $250. As of today, it has been over 5 weeks since my bank, ********, corrected their error and made Eversource whole. I have called and emailed several times but nothing is being done about my issue. My account remains overstated and Eversource has not properly reflected all payments that have been made on my account. No one from Eversource (that I have talked to) is able to help me. Everyone says they understand the issue and they agree that I am right but nothing is being done to fix Eversource's error. As a result, I am filing this BBB report in hopes that it reaches someone who can finally fix this issue. Please note: The $300 payment showing up on 03/04/2025 was made using a separate, unrelated credit card (ending in ****) and is unrelated to the $300 missing payment that I am reporting above.

  Business Response

  Date: 04/11/2025

  Dear Better Business Bureau;

  Eversource has reviewed Mr. Freeman's account and the balance due is correct.

  Eversource will respond to his 4/1/25 email.

  Thank you,

  Mary Ellen M*****

  Eversource

  Regulatory Relations Representative

  Customer Answer

  Date: 04/11/2025

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

  Eversource is wrong. ******** cleared the second dispute and returned the $300 to Eversource. Eversource, however, has never updated my account to show that 1 of the 2 payment disputes were closed in their favor or that the $300 was returned to Eversource on 2/25/25. I have provided all of my credit cards statements to prove what I am saying. Eversource has not called me, has not provided any support, and continues to attempt to avoid responsibility. My balance remains overstated by $300 as a result.

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

  Customer Answer

  Date: 04/12/2025

  Eversource called me yesterday after I rejected the Company's response. Eversource FINALLY admitted their error, located the missing $300 payment, and properly applied the payment to my account thereby reducing my account balance by $300. Eversource did NOT properly research this issue before responding the first time. Eversource is not taking the steps needed to address customer concerns or resolve issues timely. The amount of time I spent trying to have them remedy their error is ridiculous. DO BETTER EVERSOURCE!

• 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.

  Since I have moved into this address paying my bill to Eversource and checking my account status with them has been nothing short of a nightmare. Every other month I am on the phone or on the website trying to get the features I enrolled in to work properly. Multiple phone calls with customer support to correct these errors have led nowhere. I still do not know the status of my auto billing. I’ve received no notifications stating my auto billing is active or inactive. The website is unclear. I enrolled in budget billing to keep my monthly payment stable and predictable. I have yet to have a monthly statement within $150 of the previous month. Some months the bill is $17, other months $440, and everything in between. I check the actual statements and they show my previous address despite it being linked to my current account and my current address. (This information is generated by Eversource so I have no way of editing it ruling out my own user error). The current statement shows a balance of $62 and a credit of -$262 despite my account overview saying I owe $366, the exact amount of two months on the budget plan’s bills. There is a section on the website saying that I have auto pay enabled, and directly below it says auto pay is deleted. When I call customer support they constantly pull up the wrong person’s account (I am dealing with a separate issue where someone is having their mail sent to my address yet they do not live there) I have told the customer support this each time I call and they never fix this. I just want Eversource to take my money and process my payments correctly. I have put in considerable effort trying to resolve this and receive in return the bear-minimum from them. If there was a way to have someone beyond a person in a call center work with me to fix my account I could move forward with my life, paying my bills each month to them, on time, and in full. That’s all I want.

  Business Response

  Date: 04/02/2025

  I reviewed the records with a call center supervisor and who assured me that the account was set up on paperless bill and that the account is set up on auto pay now.  The budget plan is in place and I explained where to find the budget information on the bill and how to monitor the balance.  *** ****** seemed please that all issues he had were addressed.

• 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.

  I was Overcharged $400 I have made and connected with Eversource Customer Service I was promised a $400 check send to my address I am SSDI. I had a Major Stroke 5 years ago and had to retire on fixed income. After original reimbursement agreement it has been since March 2. Cannot pay rent 4 contact with custom service Responded with another manager cancelled refund There were extensive notes put in my file. Last contact again promised $400 refund on Monday Eversource is in ****** ** I am from same city My SSDI head advocate wants to site Eversource with abusing handicap I lost 43% of right side of brain Was Director of Engineering for 30 plus years. This type of customer service is "Worst in Class" My first time using. BBB. Please help sense stroke need to reach out. Thank you in advance for your efforts on my behalf Cheers **** * **** Retired Director ********** ****** **********

  Business Response

  Date: 04/01/2025

  We have been trying to reach this customer on multiple occasions but there is never an answer and the voicemail box is full so we are unable to leave a message.  Please contact us at ###-###-####.

• 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,
  
  ******* *******