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

• 

  NSTAR

  PO Box 660369 Dallas, TX 75266

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:09/12/2024

  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.

  Subject: Failure to Reconnect Neutral Line Resulting in Damaged Appliances and Electrical Equipment On or about January 22, 2023, power was restored to my home (*** ***** **** ****** ********** **) by an Eversource crew; however, they inadvertently failed to reconnect the neutral line. This oversight caused unregulated, higher voltage electricity to flow into my home, resulting in significant damage to multiple electrical devices and appliances. Some of the appliances underwent attempted repairs, but due to lingering electrical issues from the surge, many ultimately had to be replaced. As a military member,, I have struggled for the past 15 months managing the consequences of this error. I have had to replace various appliances, light fixtures, dehumidifiers, and more—all at my own expense. The malfunctioning refrigerator, in particular, has forced me to use a cooler as a backup. Despite multiple attempts to contact Eversource, I initially received a response from a manager, but communication has since gone silent. Given the significant financial burden and lack of resolution, I am now escalating this issue to the BBB in hopes that you can assist in facilitating reimbursement from Eversource for the out-of-pocket costs incurred due to their error. Attached are email threads documenting my attempts to resolve this issue with Eversource. I would greatly appreciate the Better Business Bureau's assistance in helping me bring this matter to a resolution.

  Business Response

  Date: 09/17/2024

  On 3/10/23 we emailed the customer a form/spreadsheet to itemize his damages.  We never received a response from him, so we closed the file assuming he filed with his homeowner carrier. If he can return the completed spreadsheet we would be happy to resolve the claim.

  Good Afternoon ****,
  
  Eversource is in receipt of your recently reported claim for damage to your property resulting from an issue with the equipment serving your home. We have created the above noted claim number and I am the assigned claim manager. I will investigate to determine if there was an issue as you describe. In the interim please provide any supporting documentation regarding damage such as photos, estimates, bills, receipts, etc I have attached a spreadsheet to assist you in listing the damages. Please fill it out as much as you are able.
  Once I have completed my investigation and reviewed everything, I will follow with you accordingly.
  Feel free to reach out with any questions.
  
  Thank you
  Mike

• Initial Complaint

  Date:09/10/2024

  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.

  On July 7-July 11, 2023, Eversource Gas was replacing gas meters on properties in my neighborhood and in my house, to which I had no choice. Areas of my driveway were dug up for gas work to adjacent properties and areas of our private walkway were dug for ours. During this process Jack hammering caused a hole in my house where rodents have been getting in, only discovered a few months ago, and all dug areas were covered with a “cold mix” black top with no uniformity, large bumps, furrows, and cracking of the surrounding cement. It literally could bring down the value of our home due to the unsightly appearance, let alone the crumbling, temporary black top is also a safety issue as it is lumpy. I began calling Eversource regarding the problem soon after since they did not return to remediate. I had been under the impression that the work they did on my property would be temporary and replaced uniformly with concrete as was done on the city walkways in our neighborhood after said gas work. I have now been promised multiple times that the contractor would come to my house to evaluate, and call me. I have called at least 10 times, sent them photos, called the mayor’s office and placed a Contactor complaint, and am going to contact an attorney. I just want them to return my driveway and walkway to a uniform situation and retain my property value.

  Business Response

  Date: 09/24/2024

  Dear Better Business Bureau:

  A manager of Gas Services reached out to the customer to resolve this issue.

  Thank you,

  Mary Ellen M*****

  Regulatory Relations Specialist

• Initial Complaint

  Date:09/04/2024

  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.

  My complaint is how is it that Eversource, the company from *********, the state is charging one almost $300 dollars in taxes when one is not even using the light that much. I say that it is an abuse that they charge one 300 and some dollars in taxes monthly for a supposed connection service, supposedly taxes are too high for a person who lives from a paycheck from day to day. I would like an investigation to be done to see how it is that Eversource charges so much taxes on electricity to people.

  Business Response

  Date: 09/04/2024

  A review of this account does not show that taxes are being charged. 

• Initial Complaint

  Date:09/03/2024

  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 extorting my household and forcing an extra charge that has nothing to do with my use of energy. The extra charge was attached to the electric company knowing that if people don’t pay it then they will be left in the dark. This is extortion.

  Business Response

  Date: 09/03/2024

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

• Initial Complaint

  Date:09/03/2024

  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.

  Various charges have increased significantly since June 2024, including public benefit charges, **** and local delivery improvment. In total my bill has increased $80/m. I have a 3rd party supplier, yet Eversource continues to increase and introduce new charges. I called Eversource on 7/28 and was told the local delivery improvement charge was one-time and would reduce for next month which did not happen. A different representative told me they are federally mandated to pass on certain expenses to customers and this will continue through April 2025. The only "solution" they try to propose is a payment plan. I am very frusterated, as is my neighborhood. There is no other electric delivery option in ** and Eversource uses this to their benefit knowing we cannot use a different company.

  Business Response

  Date: 09/03/2024

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

• Initial Complaint

  Date:08/28/2024

  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.

  Our electricity got disconnected before we ever received a shut off notice, they shut the utilities off on a Monday and we received the notice on a Wednesday. We called, the lady on the phone advised us once we pay $209 and set up a payment plan they would be out within 24 hours to reconnect services. A few days go by, we give them a call back and now we are told we can’t honor your payment plan, we’re not reconnecting your services or returning your $209. I stated we have a copy of the payment plan, the payment confirmation, and my bank statement that it was taken out. Once again we were told “sorry, you’ll have to pay the full balance or put it in someone else’s name” and that they could not locate a payment was made. Now, they can see the payment but are closing the account for not setting up a payment plan when we told them multiple times we set one up before we got the disconnection letter, even with providing proof.

  Business Response

  Date: 08/29/2024

  A review of the account shows that the service was disconnected for non payment and after 10 days the account finalled.  At that time the customer needed to make full payment to reinstate the account. This customer now has the service in her name. 

• Initial Complaint

  Date:08/28/2024

  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.

  The State of ** authorized a public benefits addition to our electric bill. In June we paid $65.50, July $205.77 and August we are billed $375.19 these are just for the Public Benefit portion of the bill. In addition we have Supply, Transmission and Local Delivery charges. We are struggling as it is with high electric rates and have a disabled child to care for which already puts a strain on us. Why do we who pay our bills on time have to pay for others that don't. The Electric Company is making record profits and and the state has a surplus but yet consumers who struggle are made to pay. This is wrong and should be illegal.

  Business Response

  Date: 08/28/2024

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

• Initial Complaint

  Date:08/28/2024

  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 complaining about the excess fees particularly the public benefits fee. I pay my bills, and there have programs for the destitute. It has jumped exponentially. I am also irate over the fact that if I don’t get my electricity from Eversource, but another supplier, I get charged a higher rate for the public benefits. They want to get money from me no matter what. The advice is to shop around, but Eversource gets it back with a higher public benefits percentage. This sounds illegal.

  Business Response

  Date: 08/28/2024

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

  Business Response

  Date: 08/28/2024

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

  Customer Answer

  Date: 08/29/2024

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

  changes need to occur.
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 08/29/2024

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

  changes need to occur.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/27/2024

  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 seen a large increase in the so-called "Public Benefits" portion of my bill. I was paying 4-5 dollars a month previously and not I am being charged over $40. A 10x increase. I do not wish to participate in the "Public Benefits" option on my electric bill. I did not authorize this charge.

  Business Response

  Date: 08/27/2024

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

• Initial Complaint

  Date:08/27/2024

  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 clearly has an unconstitutional monopoly on electric rates in this state . The public benefits charge in particular- made up of a combination of payments to a nuclear facility absolutely no citizen voted for , combined with ************ dedication to green energy in a delusional quest to become ********** 2.0 - has led to every working middle class family in the state to chose between remaining current on their utilities bill or purchasing groceries and paying rent . The 10% offered as assistance is ridiculous- given none of us asked to be forced into paying for millstone OR electrical chargers , solar , etc . Something needs to be done now - if it’s not the fault of eversource then **** needs to be immediately shut down and all of the ** legislative reps terminated. The connections between the aforementioned groups should be analyzed for illegal pay offs and hand outs .

  Business Response

  Date: 08/27/2024

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

  Customer Answer

  Date: 08/27/2024

  
  Complaint: ********
  
  I am rejecting this response because it helps nothing . 
  is your answer to seriously put every ** middle class house hold on assistance? 
  we need actual solutions - I don’t care if it’s the fault of eversource , ****, ** legislators, the governor (let’s be honest it’s the fault of all FOUR of the parties mentioned). Change something. People shouldn’t have to work on excess of 40 hours a week and still have to choose between rest food and utilities. 
  
  Sincerely,
  
  **** ** *******

  Business Response

  Date: 08/27/2024

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

  Customer Answer

  Date: 08/28/2024

  
  Complaint: ********
  
  I am rejecting this response because you’re giving me the same answer as last time- which is not really an answer or a proposed solution but rather a rhetorical reply that’s lacking in sincerity and ignoring the question . 
  Please try reading for comprehension and replying with commitment to problem solving - not simply replying with a disdainful , disingenuous statement. 
  
  Sincerely,
  
  **** ** *******