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

• 

  Eversource Energy

  Po Box 2010 West Springfield, MA 01090-2010

• 

  Eversource Energy New Hampshire

  780 North Commercial Street Manchester, NH 03105

• 

  Eversource Energy New Hampshire

  780 North Commercial St Manchester, NH 03101-1134

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:01/02/2024

  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.

  12/18/23 - storm caused tree to fall on telephone poll on my property, pulling wires down and causing an energy surge that almost caused a fire. Eversource was contacted and told me I was a top-priority customer because of the dangerous situation. Eversource showed up, looked, and left, doing nothing. 12/20 - a separate contractor under Eversource came out and temporarily restored power. If not for them, I still would not have power over a week later. Eversource line supervisor came out after, saying he would never have hooked the wire up that way, it is unsafe, can come down at any moment and will start a fire when it does, no one should be under it and it needs to be fixed immediately. Today is 12/29 - absolutely zero follow up was provided. The issue remains the same. I have called Eversource ever single day since 12/18/ I have spoken to a person who every time, tells me they will call me back asap with an ETA as to when the job will be done. No one has ever called me back. Not once. No one has shown up to fix the unsafe issue that can cause a fire at any moment. my family and i continue to walk under the line, there is no way around it. My pregnant partner and I continue to be unsafe in our home, thanks to Eversource's lack of follow up. Eversource has agreed on multiple occasions that it is their responsibility to resolve the issue. It has become apparent that no amount of calls or complaints from me will get them to do so. I would like this issue resolved before the new year, which is in 2 days. I have waited long enough. I don't want to be unsafe in my own home, but we have nowhere else to go.

  Business Response

  Date: 01/04/2024

  Our field personel met with the customer to handle his issues. 

• Initial Complaint

  Date:12/27/2023

  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.

  In the morning of December 18th, we lost power due to a rainstorm. When the power came back in the evening, our stove was no longer working. The power panel on the stove was damaged and could not be fixed. Because of this, we were obligated to buy a new stove from **** ******* * *** in *********. We are looking to be reimbursed for the stove since it was not the fault of our own and was only damaged due to the power outage.

  Business Response

  Date: 12/27/2023

  Generally, claims are paid only when there is evidence that the cause of the damage was negligence or wrongdoing by Eversource or its employees. Eversource does not pay claim damage to electrical equipment or appliances which occurred during bad weather. The customer is encouraged to review their homeowner’s insurance policy or contact their insurance company for coverage details. 

• Initial Complaint

  Date:12/26/2023

  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.

  Eversource offered to residents in my area with an appliance recycling program. For residents signed up to recycle a refrigerator, Eversource offered to pay an incentive in the amount of $150 when the appliance is picked up by them. I signed up in August 2023 and received confirmation that they will schedule the pick up in matter of "weeks". But Eversource never reached back to me to schedule the pick up. When I called back, they told me that they have changed vendor for this service and will reach back to me in "weeks". This never happened. I called back again, got the same response that they will reach back to me in "weeks". Again this never happened. Summer turned to winter, I have to empty the storage space before winter and had hired a recycling contractor to haul away the old fridge. Instead of receiving the $150 incentive, I paid about that amount to the contractor out of pocket.

  Business Response

  Date: 12/29/2023

  Dear BBB,
  
  Our apologies to **** **** that they were not able to take advantage of the recycling incentive and had to pay out of pocket for the removal of the appliance. Our appliance recycling vendor had unexpected difficulties and shut down earlier this year. We have 3 vendors working diligently to clean up the customers who had scheduled appointments with our previous vendor before they were no longer able to perform their contracted services. We had over 1000 ** customers affected by this lapse in contract and got new vendors up and active as quickly as we could.
  
  Someone will be reaching out to the customer and discussing the best solution for them.
  
  
  Thanks,
  Chrismaldy M******
  Regulatory Relations Specialist

  Customer Answer

  Date: 12/29/2023

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

  Eversource only "promised" that "Someone will be reaching out to the customer and discussing the best solution for them.". This is precisely the nature of the original complaint in that they failed to work on their words. Please keep this case open unless they actually acted on this case. Thank you!

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 01/02/2024

  Dear BBB, 

   

  Eversource has contacted customer **** **** and have offered a solution to their complaint. This has now been resolved. 

   

  Thank you,

  Chrismaldy M******

  Regulatory Relations Specialist 

  Customer Answer

  Date: 01/03/2024

  
  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:12/20/2023

  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.

  Eversource claims that during restoration they deal with the most extensive problems first, well I just watched them cut a tree off a line up the road and power on the front half of the road while leaving the “more extensive” work for tomorrow. Eversource received grant money to improve their response timing and efforts, that money, every penny of it, went towards lobbying against green energy bills through use of “committees” that is a waste of ************* tax dollars, if the residents seek to be against green energy they can do so on their own dime, not by your using their money for it. The fact that you run a monopolized critical privatized infrastructure is a huge problem and I promise you I won’t stop until *********** residents receive options since all the incentive you’ve been given off my fellow state citizens backs has done nothing to improve how you operate, how much or little you help the elderly and single parents in my state, response timing or even how well repairs are done. I will be contacting the ******** ******* ******* ***g as well as the governor, both senators and the energy and commerce committee regarding your absolute failure, and I assure with the accumulated documentation from your feeble efforts today, *********** will win.

  Business Response

  Date: 12/20/2023

  The power restoration process is located on our web under the storm tab.  The customer can view our process of handling a storm. 

  Customer Answer

  Date: 12/20/2023

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

  Customer Answer

  Date: 12/20/2023

  The response shows the reason for mine and 213 of my fellow states citizens are upset and will be taking legal action against the company as well as continuing to apply pressure to the committee for energy and commerce, our senators, governor and state attorney general. The response is half as*** and shows the disregard this privatized (terrible mistake made by the state) company shows to the people it’s meant to “serve”

• Initial Complaint

  Date:12/18/2023

  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.

  Account number: **** *** **** Eversource sent me a text /notice around 10/6/23 that I must pay $692.73 BY 11/07 to avoid shut- off . Once that was noted I knew I had ON , BEFORE , or BY that date to make the payment. They shut off my services on 11/7 and charged me a hefty reconnection fee of 102.00. The initial notices /notification letter they sent was ambiguous; however, as most consumers recognize, if a product/notice/sale says to “sell by” "pay by" or “use by” a certain date, the date is inclusive until 11:59 PM. The payment was made on 11/7 as indicated by their notice and I want to the bill adjusted to remove the account restoration fee. Eversource needs to clarify these notices to consumers moving forward .

  Business Response

  Date: 12/18/2023

  Thank you for reaching out with the customer’s concern. In order to ensure customers are properly notified, multiple notices are sent explaining when the shut off is scheduled, when the customer needs to pay by, and the amount that needs to be paid in order to avoid shut off. In addition, it is explained in the correspondence that “If your service is disconnected, it will be reconnected within 24 hours after payment is received. A service reconnection fee of $102 will be added to your total amount due.” Another form of notification used are text alerts. On 11/01, a text was sent as a reminder to the customer that they must pay before 11/07 to avoid shut off. This text was reported as “read” also on 11/01. I have attached a copy for reference where the text states the customer must pay before 11/07. The company is within its right to collect the fee. After the shut off occurred, a payment was made, and the reconnection occurred within the expected timeframe.
  
  Apologies for the inconvenience this has caused the customer. They are welcome to contact us to learn more about payment plans and other financial hardship options that may be helpful for managing payments and avoiding disconnections.
  
  Thanks,
  Chrismaldy M******
  Regulatory Relations Specialist

• Initial Complaint

  Date:12/18/2023

  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 charged me $224. this billing cycle. I paid it and then called to ask about it the same day. They said it was unusual because it was 3x the amount of gas I usually use (and I had been without gas for several weeks). They refused to refund me the money or even talk about refunding me part of it and then hung up on me. Not only was there a new furnace install by me in my unit, there was a new meter installed by Eversource outside during the 3 weeks I was without heat/hot water. The gas work Eversource did on my condo grounds for weeks included digging up all the gas lines. They left the place a huge mess and the city company hired to fix the yard did a sloppy job, there is no grass or grass seed, just hay strewn over mud manure mixture and it smells. The uneven bricks were coated with mud which made them slippery. Also, I believe the initial work was responsible for the breaking of my old ********* gas furnace/hot water combo. I spent over $12k for the new furnace. The condo complex has been mismanaged by several people including a nasty property manager who tried her best to delay my new furnace install for as long as she could. In the end, we were without heat/hot water for over 3 weeks. I would expect the gas bill to be $50-$80 per usual. Less since we has no usage for 3 weeks. Eversource make a mistake or read the new meter wrong. They should admit to their mistake and refund me the over-payment. Instead they waster more of my time and refused to address the issue. They had a call back number for me, but did not call me back. Is everyone in ******* corrupt or inept? So far, evidence is pointing to a resounding yes. Thank you.

  Business Response

  Date: 12/18/2023

  A review of the account, shows the customer wasn't billed for $224.00 in a bill cycle.  The customer was billed for $86.32 for the 11/08 bill, then the customer was billed for $145.27 for the 12/11 bill.  No payment was received during that time which is why the balance was $224.00. The payment came in on 12/15/2023

• Initial Complaint

  Date:12/15/2023

  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, my energy company, continues to charge a large fee for service delivery and transmission, upward of half the amount of the bill. Eversource has a payment plan policy for those who can't cover the full bill. However, the site for making payments appears, by design, to force users to call their number to make smaller payments that won't cover total bill amounts or if they have a payment plan. Additionally, the payment plans do not appear to allow minimal amounts submitted on their web site, instead forcing users to call the number and make those payments, where callers have to listen to attempted coercion as to why larger payments are necessary and smaller payments will result in service termination. Eversource's unsavory practices have been highlighted in the past, and this appears to be more of the same, geared toward those who are less likely to complain about costly service or poor customer service.

  Business Response

  Date: 12/18/2023

  A review of the account shows that the customer was already on a payment plan, so another one could not be granted. And all bills are based on the kilowatts that are used for the delivery and the supplier portion of the bill. 

• Initial Complaint

  Date:12/14/2023

  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've been charged for 7 months of no service provided at a cost of $72.91 per month for 0 CCF over 6 months and 3 CCF in May. Then in December when it's cold out I've turned on my heat and been running it for 2 weeks without realizing that there's been no gas supply to my heater. I had to have a plumber come out and figure out why I had no heat. Since nothing was supplied to me and no service was provided to me, I'm requesting a refund in the amount of $510.37. I would settle for a billing credit but prefer a refund.

  Business Response

  Date: 12/14/2023

  A review of the account shows that gas service was still at the location.  The customer will still be billed for the customer service charge even though there is no gas being used, that is a part of the tariff for gas service. There will be no refunds or credits issued. 

  Customer Answer

  Date: 12/14/2023

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

  The gas was delivered in May and sat in my pipes was not delivered over and over so I do NOT accept being charged $73 per month for them to deliver month after month. This is an unethical business practice. 
  

  What can we do to meet in the middle on this? Next year I’ll cancel or suspend my service after April.

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

  Business Response

  Date: 12/14/2023

  The service was there to be used. There will be no adjustments. 

• Initial Complaint

  Date:12/13/2023

  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 are working on a home remodel. We submitted a work order to Eversource to connect us with residential electricity, and were told we should expect to be added to the construction schedule for connection within 10-12 days. It has now been about six weeks, and while we have heard that we are technically on the schedule, having passed through all the required checks and engineering department, Eversource will not confirm when the work is set to happen, which leads me to believe we are not in fact scheduled, and that they have no planned timeline for when they will connect us. We were supposed to have our final electrical inspection this week, but since they have neither shown up to do the work nor let us know the timeline, we are unable to finish inspections and move back into our home. We've been given to understand that they are short staffed at present, but I can't understand why the won't just tell us a timeline for the work. With the holidays approaching, the delay is costing us time, money, and peace of mind.

  Business Response

  Date: 12/27/2023

  Dear BBB,
  
  Thank you for allowing us the opportunity to respond to the customer’s concern. The work has fortunately been completed and the customer has been in constant contact with a Customer Service Engineer who has been able to answer her concerns/follow up questions.
  
  Thank You,
  Chrismaldy M******
  Regulatory Relations Specialist
  

• Initial Complaint

  Date:12/11/2023

  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 just checked my checking account and notice on November 8th, 2023 the amount of $19.97 was used on my debit card. The transaction number was *******. I did not make this purchase nor do I do any business with this company. I live in ***** ********.

  Business Response

  Date: 12/11/2023

  We have checked our payments from this day and we will need more information in order to pin point the charge.  The customer will need to dispute it with their bank.