ComplaintsforEversource Energy

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Initial Complaint
11/14/2024
Complaint Type:
Billing Issues
Status:
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.
I have tried to get help with my electric meters for two months, issue is on going since march of 2024. I have called and complained and asked for assistance on 5 separate occasions. Eversource has made not one attempt to remedy the issues. I am a landlord and multi family owner. They have two meters incorrectly labeled in their computer system and I have been paying for the tenants electricity because no one has attempted to fix or try to readdress which meter (which is labeled “owners” at my home) belongs to which account. They have no accounts labeled owners which is a mistake on their behalf. I have called about 7 times to try to figure out which meters belong to which account in their computer system. As have my tenants. Now I am being incorrectly charged because they will not send someone out to read and correctly locate and relabel the accounts in their computer system. The panels are correctly labeled to the meters however whoever labeled the actual accounts in the eversource company system did not correctly label them. They are labeled as apartments when in fact one is a shared space ie, the outdoor lights. I am being charged for tenants usage and the tenants are being charged for the three outdoor lights. I am being completely stolen from by this company and my tenants and no one will help me rectify the issue. They have blatantly ignored all of my requests.
Business response
11/14/2024
A review of the account shows that there was an order placed to have our techs come and double check the meters. Someone will call the customer to set up the appointment.
Initial Complaint
11/11/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 6.15.24 I moved into a condo unit in ****** ******** **. Eversource is the electric provider for the unit/building. I had Eversource as an energy provider for 3 years and understood my typical electric usage/ cost. Upon moving this new unit the bill received was hundreds of dollars higher for July, August, September than expected. I have called Eversource 4+ times in order to have someone look at the electrical box. I have audited the unit and determined that the amount of energy they claim is being used is 200- 300 KWH higher than what it should be. 1. Landlord has inspected the unit and agreed that something is incorrect with the billing given the square footage and energy usage/ appliances 2. Internal audit measuring appliances has already been done and usage is not close to what Eversource is billing me. 3. We have confirmed with neighbors in the same building who have the same appliances and square footage who say their bill is significantly lower than ours I have reached out to Eversource over the phone on at least 3 different ocassions asking for them to send someone to come look at the electric box and ensure it is properly connected and they have refused to send any support claiming that it is a "live read" and that they are unable to escalate my case. The usage was documented by Eversource as follows: July 2024 405 KWH billed $148.45 August 2024 686 KWH, billed $245.94 September 2024 631 KWH, billed $220.34 After calling the third time to complain it appeared as if our bill and usage was then drastically reduced: October 2024: 264 KWH billed $97.67 November 2024: 304 KWH billed $108.02 Given this drastic reduction in usage, after keeping the exact same appliance and electrical usage I believe Eversource was incorrectly measuring the KWH usage of my unit during peak summer usage for our building. I would like for them to send a technical expert to come inspect the electrical box and to take a second look at the historical billing of the unit.
Business response
11/13/2024
Dear Better Business Bureau:
Please advise the customer that all the bills were based upon actual meter readings.
This means that the bills were based upon the customer’s consumption. It was an extremely hot and humid summer. Because of this weather, electrical appliances such as air conditioners and fans were utilized and resulted in higher electric consumption. This would be represented in the drastically reduced October bill as no cooling appliances were utilized.

Eversource at your request can test the electric meter that records the usage for your unit. Please call to schedule this appointment.

Regarding, inspection of your electric or any interior wiring would be the responsibility of the owner.

Thank you for allowing the opportunity to provide an explanation.
Sincerely,
Mary Ellen M*****
Eversource
Regulatory Relations Specialist

Customer response
11/18/2024

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. Eversource was responsive and scheduled for an Eversource technician to come onsite to take a look at the meter on December 2nd, 2024 and go over the usage.

Sincerely,

******** ***
Initial Complaint
11/08/2024
Complaint Type:
Billing Issues
Status:
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.
I have been working hard to rebuild my credit. I was getting billed close to 200 a month for 18 dollars worth of gas. All distribution charges. Bill was 700 in a couple of months. I canceled account and have been paying down existing bill. They put it in collections saying I was not paying fast enough.
Business response
11/08/2024
This customer had an account balance after the meter was disconnected in May 2024. He was making payments on the balance which the company appreciated, however, when a balance remains outstanding on a closed account for more than 90 days, the company has a policy to forward these accounts to a collection agency. He can continue to make payments to the collection agency to reduce the balance owed.
Initial Complaint
11/07/2024
Complaint Type:
Billing Issues
Status:
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.
Eversource has a discount program in which eligible customers may be able to receive a certain percentage off their monthly bill -- the discount is currently limited to the first 800kw or 1200 for electric space heating. I was eligible for the 50% discount based on participation in one of the listed assistance program - the Free/Reduced Lunch Program, as listed on the website as of Nov. 7, 2024. I spent well over an hour on the phone with an agent placing me on brief holds to try to take care of this. I was told that Free/Reduced Lunch Programs do not make families eligible for the 50% discount as of January 2024. That's 11 months at which time no communication with me was attempted. I only found out when I called at the tail end of time in which the current 50% discount is applied to my account thereby giving me essentially no time to rectify the situation. And with only weeks to go until the holiday season, its unconscionable (though unsurprising) that Eversource would subvert their customers and their own offerings. Reason cited for removal of my eligibility was that *** ** *********** was eligible for the Free/Reduced Lunch program, and while technically true, not ALL OF THE STUDENTS/FAMILIES of *********** receive this because of income-based eligibility. Eversource is using this as an exclusionary tactic to otherwise prevent potentially eligible customers from receiving the advertised discount. It's sneaky, underhanded, and a blatant lie that is posted on the public-facing website suggesting that customers can receive a discount, but in practice (apparently per internal policies that are NOT public facing) they are not eligible.
Business response
11/19/2024
At some point, all (majority) schools in **, participated in a free lunch program.
In order to qualify for the Public Assistance Benefit Qualifier for the 50% Discount, the free or reduced lunch letter must be from the State of ***********.
The requirement is *********** free or reduced lunch program, not individual towns.

The customer would need to provide a letter from the State of *********** advising of the free/reduced lunch, proof of Income, energy assistance or any of the qualifying benefits from the list that can be found via this link: *********** 50% Discount Rate at Eversource*****
Customer response
11/19/2024

Complaint: ********

I am rejecting this response because:
The response from Eversource is absolutely preposterous and exclusive. Additionally, a customer loyalty agent provided information that is contrary to whatever nonsense was provided as a response to this complaint. I was informed that all I had to do was to continue to provide the official document proved by the School system. It is also not on the website which leads me to: There is an apparent deliberate action to obscure and obfuscate information and communication related to the discount program, likely because senior management aren't receiving high enough bonuses for crushing their customers. Investigation into this business practice should be initiated along with collusion with PURA to keep rates high. And does Eversource really expect low income families to jump all of their hoops and traps? Apparently so. Eversource must do better than this ruthless and unempathetic position.

Regretfully,

******* ********
Business response
11/20/2024
The requirement is *********** free or reduced lunch program, not individual towns.
Customer response
11/20/2024
This was erroneously closed and it is inaccurate to suggest that the business, Eversource, has addressed my concerns regarding this issue. I am curious to which party BBB caters in this matter, and if this entity is truly nonpartisan and objective.
Initial Complaint
11/07/2024
Complaint Type:
Billing Issues
Status:
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.
In June 2024 I was informed that I had been taken off of the Match Payment Program (MPP) due to lack of payment. In the December prior (2023), I had been told on the phone that because the payment amount was in flux, I was to pay $50 a month as I had been. That had clearly been a lie told to me by a representative on the phone, which led me to begin recording my calls with Eversource representatives. In my recorded calls in June, I was told that I would pay $600 to be put on the MPP again and then $175 afterward every month until the next year. I received a letter today saying that I was put on the MPP again and that it would be for $230. I contacted Eversource customer support informing them that this is not what I was told in my recorded conversations. The first representative told me several things about being on different phases, and that my phase of the program ended. The second representative told me that I should have received a notification that I was only going to be on the match payment program for a couple of months. Which I pointed out to her, I had called twice in my recorded calls weeks later asking why I had not received any letter notifying me about being on the MPP again. To which I was told, she didn’t know why, but that I was on the program for another year regardless. There has been no attempt to remedy this other than constantly being lied to by Eversource customer support. I have the recordings available if needed. Even more my usage has gone down in a year and they are still attempting to hike up the bill. I would like the $175 a month I signed up for.
Business response
11/12/2024
The account is ineligible to be lowered to $175 since all the eligible reductions have already been provided. The new Matching Payment Plan (total monthly amount) is established based on the last 12 months of usage, the current service plan (rate), and the Low-Income Discount Rate. The Matching Payment Program (total monthly amount) for ** Electric accounts are automatically reviewed (1) every 6 months and (2) if the LIDR tier increases already has the maximum tier, Tier 2, which provides a 50% discount for the first 1200 kWh for heating accounts.
Initial Complaint
11/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
An appointment was scheduled with Eversource Gas for 11/6 between the hours of 8am-12pm. This appointment was in reference to the gas meter replacement which Eversource sent me a letter for. In the letter, it is warned that my gas service may be shut off if I do not schedule an appointment. With the appointment being on a Wednesday, I took an entire day off of work to be home for the service tech to replace the gas meter. On the day of the appointment, I received no visit from the service tech, but instead 2 voicemails that tell me I must reschedule because no one was home. All this while, I am sitting right next to my front window and my dog is also staring out the window and alerts if a pedestrian walks by. Zero trucks come to my house, zero door knocks, zero doorbells.... nothing. This is a complete disrespect of a consumers time and the rescheduling of the same appointment will double the losses. There is no competing company to go through for natural gas service and we, as the customers, have absolutely no recourse with complaints to Eversource because we cannot cancel service.
Business response
11/06/2024
A review of the account shows that a goodwill adjustment was applied to the customer's account for the missed appointment.
Customer response
11/06/2024

Complaint: ********

I am rejecting this response because: a $25 credit doesn't even begin to account for a forced day out of work. First, Eversource threatens in their letter that if I do not schedule an appointment then they will shut off my gas service and then they do not even show up for the appointment THEY scheduled for the entire 4 hour window.
Eversource's complete disregard for their customers is negligent at best and probably criminal if the state of ** cared enough to hold them responsible. Consumers have NO other option with which to obtain natural gas service and are forced to deal with being treated like nothing. With a net profit last year of $1.52 billion, a credit totaling 0.000000016% of that is laughable. 4 hours of ANY of your employees time is worth much more and that is what should be expected for a credit.

Sincerely,

****** *******
Initial Complaint
11/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have broken trees on my wires from the pole to my house. I was told by Eversource not ot touch them. My electrician told me the wires from the pole to the meter are Eversource reasonable. I called Eversource and they told me do not touch them. Eversource came on 6-18-2024 and left a paper in my mailbox saying it was my problem. I called my landscaper and looked and would not touch it. Does Eversource really want a 73 old man on a ladder trying to take branches off the wires. My wife and I both have medicines that must be kept cold, so if the power goes out, we're in trouble. Company was not sympathic at all
Business response
11/04/2024
A review of the ticket shows that where tree limbs are, are the responsibilty of the property owner. The notice informed the customer that we can de energize the service to have the work done.
Customer response
11/05/2024

Complaint: ********

I am rejecting this response because:, I cannot get anyone to touch the broken branch. If you unhook the wires, Eversource would have to untangle the branch anyway. I would need to know when my power would be turned off.

Sincerely,

***** *******
Business response
11/05/2024
The customer would need to follow the instructions on the card. It will need to be scheduled.
Initial Complaint
10/25/2024
Complaint Type:
Billing Issues
Status:
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.
I signed up for hardship (Newstart budget plan) with Eversource and was told $125/month but kept charging me $275/month. I called them many times to remove it but didn’t. Still charging me $275/month
Business response
10/25/2024
A review of the account shows that the Newstart was enrolled with a budget of $235 and based on the usage the budget went up to $275. There will be no adjustments or credits to the account.
Initial Complaint
10/21/2024
Complaint Type:
Billing Issues
Status:
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.
The company has repeatedly used a weekend billing due date when they are not open and their online billing page does not allow the customer to use the present date to date their payment on those due date days, thus making any online payments made *on* the due date automatically late. This in turn can affect the good credit of the customer (me), even when I pay on the due date.
Business response
10/21/2024
Dear Better Business Bureau:
Please share with Ms. Reardon active accounts are not reported to the credit bureau.
If the due date is on a Friday and the customer pays on a Monday, this does not negatively affect the customer's credit rating.
Thank you for allowing the opportunity to provide an explanation.
Sincerely,
Mary Ellen Molloy
Eversource
Regulatory Relations Specialist
Initial Complaint
10/18/2024
Complaint Type:
Billing Issues
Status:
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.
In August, we closed on our home. I had my utility bills on auto pay with Eversource at my old address of *** ********* *** ** ******** ** *****. They have continued to charge me even though an Eversource rep has said that they are going to refund money they improperly took out of my account. Today, I wake up to yet another charge on my account even though my account balance is at zero. My wife has been on the phone with them numerous times and they have apologized but they keep pulling money from our account. We can't seem to escape them. The newest charge is for 85.00. We've no idea why we keep getting charged for the new owners electricity or has bill. I'm at my wit’s end with this company. I don't want an apology. I want this to end. The next step I'm going to take is to report them to the state regulators. I did it with my bank. I'll do it to them.
Business response
10/23/2024
A review of the account shows that the account has been corrected and this shouldn't happen anymore. A refund has been issued to the customer.

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