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

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

• 

  Eversource Energy

  215 Shelburne Road Greenfield, MA 01301

• 

  NSTAR

  PO Box 660369 Dallas, TX 75266

• 

  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:07/25/2024

  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 moved into a rented home in March 2024. When I was unable to obtain employment, I called Eversource after my first bill was issued in early April 2024. Their rep advised me I would be placed on the discounted rate and they would mail me the official application. No application was every mailed. I called again in May and the exact same thing happened. So I went on their website and filled out the application I could find online and attached the required documents. My bill for June was finally adjusted appropriately. I called after that bill and sent a follow up electronic message on why my bills for April and May were not adjusted appropriately when I had been put on the discounted rate and approved. I was put through to billing dispute who advised they did see how I had called i starting in April to ask to be put on the discounted rate. They advised they were sending this to billing and would get back to me in two weeks. They advised me not to pay the bill until it was adjusted. Never heard from them again. Now I wake up to a shut off notice for a bill that is almost 50% more than it should be. There is some issue where they don't have my unit right in their system, but that's not my problem. I have been approved for the discounted rate, I asked for it starting early April. It is documented on my account. I will pay this bill once they adjust it appropriately. If they're having an issue with my unit number then they need to fix that in their system. Now, I am finally sent the discount rate application, even though I already received the letter I was approved. I want confirmation I am on the discounted rate and my previous bills to be adjusted appropriately. Any negative reporting about this needs to be removed immediately. This is not fair and abhorrent customer service.

  Business Response

  Date: 07/31/2024

  A review of the account shows that the customer was put on the discount rate as of 05/24/24, the customer did not qualify prior to that date. 

  Customer Answer

  Date: 07/31/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have qualified for the entire time I have lived at this residence as per the documents that were provided to Eversource and the letter they received from *****P.  They are now refusing to return my calls despite all the documents that were provided to them.
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 08/01/2024

  The discount only takes effect as of when the paperwork is received. 

• Initial Complaint

  Date:07/22/2024

  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.

  Hello, my problem is with the gas company I had knee surgery in may of this year I sent over all my paperwork for a medical assistance so they don’t shut off my gas. Here I am in July they shut my gas off after called eight times today being told something different every single time I call as well as being told somebody would call me back to help me and turn my gas back on. None of which have happen I have been calling since 8 am this morning

  Business Response

  Date: 07/22/2024

  The customer is very upset that the gas service was shut off in the past few days.  It was shut off previously and a supervisor approved a restoral with a down payment and instructions on how to certify medical protection.  The customer did not provide necessary documents to certify the protection.  The customer has called many times.  A senior call center representative has spoken with the customer and in fact as a courtesy, contacted the customer's medical office and provided them with the necessary forms hoping to expedite the protection.  Once the paperwork is received the service can be restored.  The customer is aware of all of this.

   

   

  Customer Answer

  Date: 07/22/2024

  
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/22/2024

  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.

  My house has been experiencing frequent voltage fluctuations more than five volts from our outlets causing surges or brown outs to our plugged in devices, damaging their capacity to run properly. We had one of your technicians come out to assess and try to resolve the issue. He explained that a fluctuation of more than five volts was not good. He measured, noted the fluctuation & changed the contacts on the pole. He tested again, gave an unclear answer on if it was resolved or not, but said he would request a voltage recorder. We have continued experiencing frequent voltage fluctuations ranging between 116 and 128 on a daily basis. I called Eversource to follow up on the confirmation, they said Eversource would call back. They called 7/1, said a technician could come out the 2nd, we rescheduled that they come out on the 3rd. No one showed up nor called. I called Eversource twice on the 3rd to ask that they call and give some notification before they arrive. The residents include two disabled adults; one with a live-in caregiver. They are not comfortable sharing details of their disability publicly. One adult is at risk of seizures if they are startled by unexpected noises or large amounts of sudden stress. They are uncomfortable sharing even this, and would like the previous 3 sentences, including this one, struck from the public posting. They are willing to elaborate if any question of the necessity for accommodations came up, & the caregiver can put you in touch with the professionals that can attest to the accommodation being both necessary & reasonable. We did not hear anything from Eversource until the morning of 7/5, when a technician showed up unannounced & started working on installing the voltage recorder. when finished, he said it would likely be on for a week. Three days later however, without our knowledge or consent, a technician showed up to remove the recorder from the meter outside, cutting our electricity without warning while it was uninstalled.

  Business Response

  Date: 07/22/2024

  A review of the account doesn't show that there is a medical condition at the home, so our technichians would not know.  if the customer wants to add a condition to their account, their doctor would need to fill out the appropriate paperwork to do so . 

• Initial Complaint

  Date:07/16/2024

  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.

  On May 7, 2024, I received an email (see attachment) from Eversource confirming a lower adjustment to my monthly payment through the New Start program. I had met the qualifications months earlier but there was no help with filing and final email to confirm had many delays. You will see the email message says pay $50 starting with your next bill, which would be June 3-5. I paid the June bill on time as requested, through my **** ** ******* account. However, Eversource now argues this is incorrect. The adjustment down to $50 from $90 was to start in July and they are trying to bill me the $40 difference and threatening to remove me from the New Start program unless this is paid. Last month an agent said to ignore it until it updates in the system. In speaking with them today, and through two billing cycles the justification for this inaccuracy is contradictory and unclear. I have spent hours trying to get this corrected. I feel they being unethical and I need help. If I don't pay the $40 they will cancel my status.

  Business Response

  Date: 07/16/2024

  A review of the account, shows that the customer was billed on May 6th for $90.  The email dated 05/07/2024 advised of the budget change.  The 06/05/2024 bill was generated for the $50, however the customer paid $50 for the May 6th billing which we received on 06/03/2024, which was also prior to the $50 billing going out.  The customer still owes $40 from the 05/06/2024 billing. 

  Customer Answer

  Date: 07/31/2024

  Hi *******

   

  The email dated 05/07/2024 advised of the budget change. See attached email from Eversource. It clearly states "your next bill". For the next bill I paid $50. 

  Contrary to what they say, I paid $90 on 5/03 SEE ATTACHED SCREENSHOT of statement from **** ** *******.

   

  They are readjusting amounts inefficiently and intentionally

   

  Best

  ***** . 

  Business Response

  Date: 07/31/2024

  The payment for 05/03 was for the April Bill not the May bill.  The May bill was not generated until 05/06 for $90.00. 

• Initial Complaint

  Date:07/16/2024

  Type:Sales and Advertising 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 was supposed to get a prepaid **** for signing up for the rush hour program. But I don't have a record of getting it or the annual payment.

  Business Response

  Date: 07/30/2024

  Dear Better Business Bureau:

  This program the customer is referencing is a product of the **** ***** *******, an aggregator for all **** **** customers.

  Eversource, on behalf of the customer, contacted the **** ***** ******* to reach out to the customer about this program.

  Thank you for allowing the opportunity to provide insight that this issue is with **** ***** ******* and not Eversource.

  Sincerely,

  Mary Ellen M*****

  Eversource

  Regulatory Relations Specialist

  Customer Answer

  Date: 07/31/2024

  
  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.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:07/12/2024

  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.

  I noticed my Eversource electricity bill is very high for the amount of energy my family and I are using and for the very small size of my house - it doesn't make sense when compared to larger homes that use more electricity. As a result, I contacted Eversource and asked them to check my meter. I scheduled a meter check and Eversource did not show up. Then, I called to inform them that they did not show up at the scheduled day/time and rescheduled the meter check. For a second time in a row, Eversource did not show up at the scheduled day/time. I believe legally, in the state of **, they need to conduct a meter check when a resident believes they have a faulty meter and are being charged incorrectly, in this case, too high for the resident. Eversource is not complying with scheduled meter checks in the state of **.

  Business Response

  Date: 07/30/2024

  Dear Better Business Bureau:

  Please share Eversource's apology our Ms. *******.

  A representative from Eversource will be contacting her utilizing the telephone number she provided to discuss this issue.

  Thank you,

  Mary Ellen M*****

  Eversource

  Regulatory Relations

   

  Customer Answer

  Date: 07/31/2024

  
  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. I have reached out to eversource and scheduled another meter check for next Fri 8/9 8a-12p. Hopefully someone will show up otherwise, I will submit another complaint.

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

• Initial Complaint

  Date:07/12/2024

  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 purchased solar panels 2 years ago and I receive a different bill from Eversource because of the installation . I believe that we were late on a payment and since then they changed our bill so our service charges are same as the energy we use . They are insuring they still get their money while washing away my solar production . Please help they won't talk to me just keep hanging up . Sincerely yours ******

  Business Response

  Date: 07/16/2024

  Dear Better Business Bureau,

  Please share with the customer that he has two meters provided by Eversource.

  One meter is the Smart  meter and those credits would go directly to the third-party contract he has (likely solar vendor).  He would need to review the solar contract with his solar provider which will stipulate who is the recipient of the smart credits.

  The second meter is the net meter.  This meter goes forward when the customer is using more than they produce and the meter will go backwards when they produce more than they use.  The meter is read monthly.  If the recorded usage is more than generated, they will receive a bill.  If the recorded usage shows more generation than use, the end result is a net meter credit on the bill.

  Meter records show that the last net meter credit was applied to the account in October of 2023.  Since then, the customer is using more than they are generating.  Additionally, all meter records are showing that the meter is read every month, and the bills are based upon actual readings.

  Eversource has wonderful web pages explaining in great detail about Net Meters and Smart Meters if the customer needs additional information.

  Thank you,

  Mary Ellen M*****

  Eversource

  Regulatory Relations Specialist

• Initial Complaint

  Date:07/09/2024

  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.

  Dear BBB, Eversource account number **** *** **** My complaint with Eversource is based on their systems and NOT the phone agents who are wonderful to work with. I had a rejected auto payment for July after previous attempts in May and June to set up over the phone and on the web site. Today (July 9, 2024 phone call at approx 9;30 am for 37 minutes) Alexis who I spoke with today was excellent and helped me to achieve the following: - Pay my current bill manually. (Which was rejected via autopay after previous attempts to set up over the phone) - Set up autopay for the future which I thought was already done. In short, all i want is assurances that Autopay is set up and will work properly moving forward starting with the next bill in August. (I travel for work frequently, therefore I need peace of mind knowing everything is in order and functional) Can A representative from Eversource please contact me to assure me autopay is working and that's all I want. Nothing beyond that. Thank you for your time. Kind Regards, ******* Mobile: ###-###-####

  Business Response

  Date: 07/10/2024

  Dear Better Business Bureau:

  Please advise Mr. ******** a representative will contact him at the number provided in this complaint.

  Sincerely,

  Mary Ellen M*****

  Eversource

  Regulatory Relations Specialist

  Customer Answer

  Date: 07/11/2024

  
  Better Business Bureau:

  A representative from Eversource left me a voicemail message as I missed the call. At the moment I am pleased with the response and hopeful for no further issues in the future.

  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:07/08/2024

  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 shut off power to an unoccupied vacation home a week ago and despite the fact that the bill has been paid on Wednesday July 3rd, Eversource has refused to reconnect service until next Monday, July 8–meaning the property will have been without power for five days over the July 4th holiday weekend. Ownership of this property is split. My brother and I bought one of our cousins out. My brother thought he had auto payments set up, but he was mistaken. It’s his fault it wasn’t paid. I showed up at the house Wednesday night to be here through the weekend and discovered the power was off. Nobody knew. We called immediately and my brother fixed the problem Wednesday night. Eversource wouldn’t do anything Wednesday night or all day on July 4th. We called at 8:30 this morning, Friday July 5th. Nobody we spoke with was willing to do anything except send a message to a manager. A manager later called my brother and said that they were unwilling to do anything today. They also won’t do anything over the weekend, so I will have been here the entire holiday weekend with no power. Can’t shower, no refrigeration, no ability to cool the place. Eversouces’s written notice and policy says that they require “satisfactory” arrangements to be made by 6PM to be “eligible” for reconnection the same day. We have made payment in full on Wednesday. What “satisfaction” does Eversource still need to fix this problem? I’m 100% sure someone is sitting in a line truck right now in my area. What’s going on with this? At this point it seems punitive and apathy in a situation like this is indistinguishable from punitive. I’m sure there is a law with a mandatory reconnection timeline. Eversource is abusing the holiday and weekend to pointlessly drag this out for 5 days.

  Business Response

  Date: 07/09/2024

  I can not go into details as the bill is not under your name but to confirm what you already stated, the power was disconnected on 6/26 and the payment was not made until 7/5 as was the request for reconnect was done on 7/5.  By 7/5, the account had already final billed and was no longer eligible for a same day reconnect as per Company policy.

• Initial Complaint

  Date:07/08/2024

  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.

  Called Eversource on 6/3 to cancel service at **** ******** **** *** ********* ** ***** on 6/3 with an effective date of 6/4. Called Eversource again on 6/24 - multiple times the same day spoke with Justin at 12:55 who said he would cancel service as of today and transfer me to have the credit applied back to 6/3. Spoke to Jose who said he would process the adjustment and mail a new invoice. Received a new invoice on 7/6 and not only was the credit dating back to 6/3 not applied, they continue to charge me through 6/24. This is beyond frustrating. They recently updated their system, so the "old" account **** *** **** / and the newly assigned account **** *** **** I am happy to pay charges through 6/3 but nothing beyond - I don't live there!

  Business Response

  Date: 07/10/2024

  Dear Better Business Bureau:

  Please advise Ms. ******** that Eversource abated the billing back to 5/11/24.  There is a zero-balance on the account.

  Thank you for allowing the opportunity to provide an explanation.

  Sincerely,

  Mary Ellen M*****

  Eversource

  Regulatory Relations Specialist

   

   

  Customer Answer

  Date: 07/11/2024

  
  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.
  
  Sincerely,
  
  ******** ********