Eversource -- Profile Analysis

Theresa is the name of representative that assisted me.
To be clear, Im writing in hopes that you as I agree that great customer service must be acknowledged.
Your company is fortunate to have such well versed and well informed and patient individuals in your employment.
Thank you Theresa for all your help.
Thank you Eversourse for employing her .

I was attempting to add my boyfriend to our bill for proof he pays the bill so that we could rent a car to see his family, and the lady, Jenn, that I spoke to was outstanding. She heard what I needed, spoke to me like a person, understood the urgency and sent me exactly what we needed in a matter of seconds. Its employees like Jenn that keep customer service alive! Thank you tremendously Jenn!

Had a great experience through a difficult account setup. I had a very friendly and personable representative although I forget her name. Normally these calls are a pain in the ass, this one was enjoyable.

We just moved to a new house this past April and Eversource has been there with us every step. The one time we did lose power they were able to quickly restore us. I love that you can pay online. When I have questions I am usually connected to a live person quickly with an effective resolution. They also had the best pricing at the time we decided to purchase.

Eversource provides quality service. They ran a promotion and subsidy a few years ago and we were able to install a more energy efficient furnace at a fraction of the cost. They are like CL and P but with better customer service

I am on the budget plan that ever source offers. It's great because I know exactly what I'm paying every month and don't have to sacrifice comfort for a lower bill! Rates are great!

Moving across state lines was difficult but our utility service change was easy and one of the things we needed taken care of the most. We didn't have to wait for a representative to come to the house, it was all done via telephone, giving us more time to take care of our move. We were able to stop service and start service without any problem at all.

The customer service rep helping me set up my service, and any calls thereafter were handled perfectly. It would be more helpful if their bill was easier to navigate. It's not very clear on how many KWh I used per month.
Price is competitive, and not as fluctuating like a third party supplier.

The service is good as it almost never goes out and has a pretty wide range, and is not much differently priced than other service providers.

I have been an ever source customer for a few years now. They always keep us up to date if there is a power outage, and whenever I have to call they are pleasant and helpful.

We lived in Ellington CT and Eversource was our supplier of both electicity and gas. We have since moved, however during our two years with Eversource, we never had any problems, we had our service connected and disconnected in a timely fashion, customer service was helpful and responsive, and billing and payment was easy online. Would highly recommend to anyone.

On Friday afternoon 4/3 we heard a loud noise and our power went out. I called Eversource and spoke with a helpful customer service rep who was calm and reassuring. I was then contacted by text and phone with status updates. The power was restored before the estimated time. During this very difficult time I want to say how much this was appreciated not only by me but by the other 92 people who were affected. Please thank the crew who gave up their evening and worked to restore power quickly, especially since we all need to stay at home. There are many things I don't think I'll ever take for granted again, and electricity is definitely one of them. Thank you!

Eversource was one of the only companies offered where I live so I had to choose them. I was a bit worried about them at first, but I have to say that they are better than I expected. They have been really consistent and easy to communicate with. They are fair with their prices and have good service. I have experienced a few power outages but they were quick to resolve that. Overall, I would say that they are a fair choice

Moving across state lines was difficult but our utility service change was easy and one of the things we needed taken care of the most. We didn't have to wait for a representative to come to the house, it was all done via telephone, giving us more time to take care of our move. We were able to stop service and start service without any problem at all.

The customer service rep helping me set up my service, and any calls thereafter were handled perfectly. It would be more helpful if their bill was easier to navigate. It's not very clear on how many KWh I used per month.
Price is competitive, and not as fluctuating like a third party supplier.

The only decent power company in my area so forced onto it. Their rates suck and I pay more to have my electricity delivered to me than anything else (more than 80% of my bill normally).

I paid my bill using their Speedpay system a say before it was scheduled for shut-off. I came home from work the next day to find that my electricity had been shut off. Customer service closes at 6:00 pm, and there's nothing you can do until the next morning, meaning everything in your fridge is ruined.

I went online again, and saw a message that they are having trouble with the Speedpay system. They made no effort to contact me about this before shutting off my power. Eversource is awful!!!

Long wait on hold, had to jump through loops to talk to a real person.
When my account was created, I was rejected based off low credit (I'm young). I was never notified of this, and had to call 4 or 5 times before anyone was able to help me that wasn't completely incompetent.
Will never recommend to anyone.

They are awful with completing a final bill once you move an have paid your bills!!! They send you a random bill, aka "Takes 5 weeks to generate a final bill" per their customer service.

I live in Massachusetts. My latest gas bill was broken down into a $14.00 usage charge, plus $66.00 for delivery. How does it cost $66.00 to deliver $14.00 worth of gas? Thats like buying a $10.00 item on EBay and pay paying $47.14 for shipping. Who else but a state-sanctioned scam could get away with this kind of usury? Politicians need to address these crooks ASAP. Im calling my state representative in the morning. Enough is enough.

If you are upset because the rates are never stable, just continue going up with all kinds of hidden fees, move out. There are more affordable parts of the country to live.

When some person in cash applications applies your Electric payment to your Gas account. Now youre getting shut off notice for Electric. NOT THE FIRST TIME. Get it together people!

Eversource has not changed over from Northeast Utilities when it comes to customer service. They still have the same rude and heartless phone service employees. Although the service has slightly gotten better since Eversource took over, it still doesn't know how to communicate with customers. Their prices are high but the service is slowly getting better.

The will gouge you. After you sign up need to find a discount in another company

The only decent power company in my area so forced onto it. Their rates suck and I pay more to have my electricity delivered to me than anything else (more than 80% of my bill normally).

The monthly delivery service fee is excessive. The delivery fee for my small professional office is 20x that of the electrical usage. The rates
for non-residential customers are very high. While you can shop the supplier, there is nothing one can do about the rest of the bill.

Eversource shut off power mid winter in 26 degrees. It takes a full day until they have the time to flip the switch back on. No notice. No attempt to email ( we have paperless billing) no phone calls. This is outrageous.

Absolutely astounding how they are getting away with all these service charges which total MORE than the actual energy used.

I made a payment to eversource that was accepted and confirmed but never actually went through. I wasnt notified about this otherwise I would have re-submitted it. So 7 days later my power was shut off. So I contacted them to get things cleared up and restore my power. Long story short even tho I paid the ridiculous amount of money ($310 security deposit) they wouldnt turn my power back on until the next day! This was the first time this has ever happened to me and They wouldnt work with me in any way possible. Very bad customer service, if I could I would change providers.

I have had so many problems with eversource. A few of these problems resulted with me losing my heat in the winter and losing electricity (AC) in the summer. I once had a past due bill because of them, my email and account said the 20th but then my electricity was shut off July 11th. So I paid the bill immediately but they cant turn it on until tomorrow. Mind you Im on the 3rd floor so it gets very hot. Terrible company.

The customer service reps might as well not even be there because all they do is read info off the screen which you can see for yourself online. They hang up on you, they laugh when youre upset, they repeat the same scripted responses. Theres nothing we can do. Theyre too big. They stomp all over us and we have to take it.

The customer service with Eversource is awful. The employees are unkind, disingenuous, and not very helpful. Our electric bill is outrageous and we live in a house that is fairly new (built in 2008).
Their billing department employees are uncaring and display little empathy for fellow CT residents. The supervisors in the financial dept. are even worse. It appears this company doesnt care about the residents in the great state of CT. Its about the almighty dollar and getting paid. Not making sure that families have heat during the frigid winter months. Disappointed.

I called in because my power was unrightfully shut off. They said my bill wasnt paid in October or November when I had bank statements that proved otherwise. They asked for $600 for my power to be turned back on and another $107 on my next bill because they screwed up? Now Im home freezing with the stomach bug because of these ASSHOLES. Not to mention their customer service blows and their escalation team is a joke - no one can do anything but break laws, scam people and be rude as hell there.

I just moved into my apartment. Im currently 39 weeks pregnant and its winter. My service was disconnected without warning. No one called or emailed, they only claimed they sent a notice to my mailbox, which is impossible because its broken. Theres no emergency technicians to fix urgent situations after hours or on weekends. So rather than being empathetic, the call center is rude and tells a 39 week pregnant woman to go to a hotel or relatives house and try back on Monday. Ive never received a bill and was never notified that my service was conditional until they received a copy of my drivers license. So now Im without power in 20 degree weather at full-term pregnant and they dont care to rectify the situation quickly or make it a priority it even for Monday. Im just told to try back when they are open on Monday. Its completely irresponsible to not have protocol in place for urgent situations and the call center is completely incompetent but they are aware that this bull crap is completely legal, so they dont care. I cannot wait to talk to a manager on Monday to hear their excuse for the absence of actual customer service.

No one there is on the same page regarding policies. Many problems occur with billing, matching payments, etc. Many uncooperative, unprofessional and un knowledgeable employees!!!!! So much better when it was CL&P!!!

Second time this year ever source has left us without power for days one week during the broiling hot summer and now they have stolen Christmas day from us although allegedly having crews "strategically placed throughout the state" It's below 20 outside now there is no hope of power until midnight tonight We are on day number two and have completely missed Christmas and it's bitterly cold inside the house why is this acceptable? Why is the rest of the state being restored while the western part of the state is still a disaster and no power for day number two? Eversource is the Grinch that stole Christmas and left us to sit in the dark and cold. They couldn't care less about how they treat their customers. If you can get to a human being they just give you lip service and downright tell lies . What makes this even a more bitter pill to swallow is the outrageous amount of money they are charging for their service or lack thereof

Sad Customer service reps with eversource do NOT know how to do their jobs. Literally, its never about the customer experience, just them need to be right. Disgusting attitudes from 3 of the CSRs so far and they need to check themselves, since they dont know how to get someone to come and check my meter. Fools.

I have paid bills i saved from 2018, 2019, and 2020 the charges are more and more. No heads up or email about it just BOOM here's your bill with new Eversource charges. You are about to lose a loyal customer if those charges keep rising.

They make an enormous amount of money for very poor service

Eversource has monopoly on energy delivery in CT. Even if you pick a different supplier, you will pay at least double your cost per kilowatt for the privilege of delivery. Delivery works great unless there is a storm or other issue. Although the delivery charges are supposed to pay for maintenance etc of lines so that if there is an issue with a storm, Eversource is prepared. Please. Eversource is a for profit company and everyone who moves to CT is shocked at the price not only of supply but more, of their delivery charges. Here are some stats: Eversource profits Feb 2021: $1.2 billion. 2019 profits: $909.1 million. 2018: $26.3 million. You do the math. Poor service, steadily increasing rates and my goodness, profits are going from millions to billions. With continuing unreliable service.

I have been trying reach out customer service for the past 2 days.. might have atleast 5 or 6 times a day.. never got right person. Instead always there are numerous automated voice messages..
added to this.. they will say enter the account number and if you enter them for routed to some who will ask again account number and always .. always you will be on hold for atleast 30 minutes to 1 hour

Every single representative that I talk to after being on hold for more than 30 minutes says the same thing: I dont know why this is happening to your account. This is so weird. Let me transfer you to a senior representative . Then I get transferred after 30 min and its not a senior rep and I have to explain all over again! I literally think they are scamming me. Shady company!