Complaints

This profile includes complaints for PNM's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PNM

  414 Silver Ave SW Albuquerque, NM 87102-3226

  
• 

  PNM

  650 Fairgrounds Rd Alamogordo, NM 88310-6156

  
• 

  PNM

  51 Santa Fe Dr Clayton, NM 88415-3601

  
• 

  PNM

  PO Box 27900 Albuquerque, NM 87125-7900

  
• 

  PNM

  420 Railroad Ave Las Vegas, NM 87701-3859

  

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:05/15/2025

  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 current PNM bill is showing that I used almost three times as much electricity as normally used, and it is clearly an anomaly that is not accurate. Looking at my bills for previous years, there has NEVER been a spike of almost three times the usage. I have absolutely no change in my electrical appliances or any additional equipment installed that could account for a tripling of my bill. I have reached out to PNM however they insist it's accurate. I have offered to have them send a representative to walk through my home and point out exactly what is causing such a huge jump in electric usage, but that was not an option. I simply want my bill adjusted to reflect the correct or average usage for my home as reflected in previous bills.

  Business Response

  Date: 05/29/2025

  Good afternoon,
  Thank you for contacting us regarding your electric bill.
  Upon investigation, it was found that while replacing the meter due to a broken
  glass, the final reading for that particular meter was mistakenly overread
  because of the faulty display.

  The bill has been corrected and mailed. One of our
  representatives also left a voicemail informing you of the update. If you have
  any further questions or concerns, please do not hesitate to reach out. Thank
  you for the opportunity to make things right. 

• Initial Complaint

  Date:05/09/2025

  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 a property with an unfinished house in Santa Fe and needed to have electricity installed. Unfortunately, PNM is the only option for service in my area. I regret not going solar to avoid working with them.
  
  We were originally quoted over $20,000 for new service, but an employee informed us this could drop to around $9,000 since we had an existing transformer. Despite this, we were ultimately billed over $28,000, even though the transformer was used. After paying, we were told we were responsible for digging part of the trench and providing conduit and wire—so we did. Later, a different employee said that was incorrect. PNM agreed to reimburse our out-of-pocket trenching costs but not the portion we paid them, which was much higher. They also used the materials we provided, yet claimed our contribution was worth only $2,500—while the other, nearly identical half supposedly cost over $20,000.
  
  We’ve received inconsistent explanations and have been denied a cost breakdown, which they claim is legally protected. I found no law supporting that and was refused access to further leadership beyond one supervisor. I left a voicemail and sent a professional email requesting the breakdown and refund process, but received no response. If I don’t hear back by Monday, I plan to escalate the matter to PNM’s executive leadership and, if necessary, seek legal counsel.
  
  I feel misled and mistreated, and communication has been repeatedly ignored. I would not recommend this company if alternatives are available.

  Business Response

  Date: 05/16/2025

  PNM contacted the customer and was able to resolve the
  complaint.

• Initial Complaint

  Date:01/20/2025

  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.

  In January of 2025 I removed budget billing from my account. My bills since October of 2024 showed that I had a credit of $35.28. Then once budget billing was removed from my account an "adjustment of $123.02" was added to my bill dated 02-04-2025. Where did this $123.02 come from? No other bills at ANY time showed that I owed this $123.02. The math works as such: bill dated 01-06-25 I owed $87.74 and bill dated 02-06-25 I owed $176.53 (87.74+176.53=264.27) ---- PLEASE NOTE ALL the bills since October of 2024 showed that I had a running credit on the front page of the bill of $244.28 (the $244.28 is my monthly budget bill amount of $209 plus my overpayment of the $35.28) ---- so as calculated my owed of $264.27-244.28=19.99. PNM disputs this. I asked why it showed my credit of the $35.28 on every bill since October of 2024 -the rep said "that was printed in error" I said no it wasn't. If PNM disputs this then they must give an account accurately for why they added this "adjustment of $123.02" on bill dated 02-06-25. PNM sent me a statement of account and it also does not show the adjustment of the $123.02 -- this amount was no where on my account or bills. Where did PNM add this adjustment of $123.02 from????

  Business Response

  Date: 02/03/2025

  Good afternoon,  
  It’s understandable that the customer is concerned about their electric bill. Upon removal from the Budget Billing Program, any variance in the customer's billing—based on their monthly energy usage versus the Budget Billing payment—becomes due on the next bill. If the customer has paid more than their actual energy usage, the credit will be applied to the next bill. Conversely, if the customer has used more energy than paid for, the balance will be added to their next bill.  
  PNM understands the confusion on the customer’s part as to how the total amount due was derived.  While the customer was on budget billing, they were using more energy than was covered by the budget billing monthly amount. Therefore, when the customer was removed from budget billing, the amount the customer had underpaid became due.  This amount is displayed on the 2nd page of the December bill as a “Variance”.  When looking at the total charges on the January bill, if the customer adds the Amount of the Last Bill, the Payments Received, the Current Electricity Charge, and the Adjustments, the total amount due is displayed correctly.   
  The adjustment listed on the January bill is confusing as it is the absolute value of the variance amount ($87.74) and the amount of the last bill ($35.28).  
  

  PNM appreciates the opportunity to assist. Please do not hesitate to contact PNM if you have any more questions or concerns.  

  
  

  Customer Answer

  Date: 02/04/2025

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

  My bills since October of 2024 showed that I had a CREDIT of $35.28. Once budget billing was removed from my account an "adjustment of $123.02" was added to my bill dated 02-04-2025 as an amount that PNM said I owed.
  
  I did not owe $123.02 --- as I NEVER owed $35.28 -- ALL of my bills since October of 2024 showed that I had a CREDIT of $35.28.
  
  Upon removing budget billing it appears the computer may have calculated an amount owed as $87.74 variance amount then INCORRECTLY turned my credit of $35.28 into an amount owed which then totals the "adjustment of $123.02" which was added to my bill dated 02-04-2025.
  
  There is no confusion: the total amounts on my account do not accurately reflect what PNM says I owe on 02/04/2025.
  
  PNM explain in detail what the adjustment of $123.02 was that was added to my bill.
  
  Keep in mind NOT A SINGLE bill I saw stated I owed $35.28 -- that was always a CREDIT on my account.

  Multiple team leads have been reviewing my account and have stated over the phone that my account is "not adding up correctly" and I have been calling PNM for a few weeks now regarding this matter. PNM has not adequately answered where my CREDIT of  $35.28 is and why it has not been applied to my account correctly as a credit not an amount due.
  
  
  
  
  
  Regards,
  
  
  
  **** ****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 02/12/2025

  Good afternoon, 

  We have made several attempts to contact the customer to explain the billing in further detail. We have been unsuccessful in reaching the customer. The billing is accurate, but PNM understands that it is written in a confusing manner. PNM has decided to credit the account for $35.28 for any confusion or inconvenience the customer has experienced. 

  Customer Answer

  Date: 02/18/2025

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

  Only issue is PNM is making their response sound kind to say "we are crediting the account because there is confusion or inconvenience" NOPE Since October of 2024 I have had a credit on my account which is my own money of $35.28. There is no kindness on the part of PNM which has kept me waiting for weeks for the reimbursement of my own money --

  AND I have called and called and called to speak to PNM representatives so they cannot say "we can't get ahold of the customer" --- PNM has done me ZERO favors. The money in dispute has always been my own money that I overpaid and was waiting for a refund from PNM. The only confusion was when PNM messed up my account and turned my credit of $35.28 into a charge on my account which should never have happened.

  Be clear PNM you messed up my bill then made me wait weeks for the reimbursement of my own money. And your representatives told me multiple times that I owed it but that was untrue.
  
  
  
  
  
  Regards,
  
  
  
  **** ****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:01/02/2025

  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 house is a single family home and the amount that PNM has been overcharging us for services. I have 2 meters on my property one for home and one for garage. The amount in dispute is just for the house. I literally am paying PNM more than my mortgage. Please look on google maps and you will see my home is a single story mobile home. In October I was disconnected for the house and paid almost $1431.83 to reconnect. I was advised the deposit to reconnect would be waived; however I was charged it (although it doesn't show on my bill). If you look at my statements:
  
  10/15/2024- $1431.83
  12/16/2024- $1086.25
  
  There is no November statement however I am getting charged services and a deposit. I paid another $735.41 today to avoid disconnection again. Again, it is extremely crazy to be charged this much for services. I am requesting a credit for services. We do have a household member that gets Snap and Medicaid; however the process to get assistance with a bill is not feasible for them to do. Thank you for looking into this.

  Business Response

  Date: 01/17/2025

  Good afternoon,   
  It’s understandable that the customer is concerned about
  their electric bill. If service is disconnected due to nonpayment, a
  reconnection fee and deposit are charged to the customer’s account. According
  to Rule 6 of the Public Service Company of New Mexico's Rules and Regulations,
  “Whenever service is discontinued for nonpayment of charges, nonuse, or similar
  reasons, as described in Rule 10, a charge may be made, pursuant to Rate
  Schedule 16, by the Company to cover the cost of reconnecting service when it
  is again requested.” According to Rule 6, the deposit is calculated as follows:
  "The maximum deposit for a Residential Customer shall not exceed one-sixth
  (1/6) of the estimated annual billings. To determine this estimate, the Company
  will use the most recent available twelve-month period of billing history at
  the same service location."   Rule 6 also states, “The Company
  will promptly credit or refund the deposit with interest after twelve (12)
  months of service if the Residential Customer is not deemed chronically
  delinquent in payments to the Company.”
  The customer’s November 2024 bill shows the reconnection fee
  and deposit under “Other Charges and Credits” and has been emailed to the customer
  today for their records.
  To ensure the meter is accurately recording usage, an order
  has been created to replace and test the existing meter, and PNM will reach out
  directly to the customer via email with meter test results.   

• Initial Complaint

  Date:11/06/2024

  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 9 days late on my electric bill. I owe $62.18. I received a disconnect bill on 11/6/24 (today), and if I don't pay $62.18 by 11/20/24 I will get disconnected. The remaining $75.40 is due by 11/27/24. I am LIHEAP and they are legally not allowed to turn off electric after 11/15/24. I have tried to get an extension as I am planning to pay Oct and Nov bill on 11/25/24. PNM won't allow this and every person I talk to gives me different information and several supervisors have purposely given me wrong information so that my service WILL ACTUALLY BE SHUT OFF. PNM is sentencing me to death over $62.18. I've tried to get help and PNM IS REFUSING. THEY WANT ME TO DIE. It's like I've become a sub-human overnight and am no longer afforded any protections under the law.

  Business Response

  Date: 12/05/2024

  Good Morning,

  I can understand Ms. *******s concern regarding the disconnect notice she received. The moratorium at
  PNM does not start until 11/15, and that is when accounts are evaluated. Ms.
  *******s account has been evaluated, and it was determined that her account protected. 

  Best Regards, 

  Mariah V**** 
  Performance Analyst 
  PNM | Customer Operational Excellence 

  Customer Answer

  Date: 12/05/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:  Their response is a blatant lie.  Every rep I spoke with said my account was NOT protected and I had to pay in order for electric to not be shut off, even though the date was AFTER 11/15.  Had to take out a predatory loan in order to ensure electric stayed on as PNM wouldn't even give me a payment arrangement or payment extension.  PNM is a horrible company.  I will never have a kind thing to say about them and I really wish there was a different electricity provider where I live so I could switch.  Hate that I'm forced to give my money to despicable company.  
  
  
  
  
  
  Regards,
  
  
  
  ******* *******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:10/24/2024

  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.

  In 2002 I left Albuquerque and gave PNM my forwarding address to **** *** ********* ******* **. A couple of weeks later I received a bill for around $65 and sent PNM a Money Order for that amount. Fast forward to 2012: I returned to Albuquerque. When I contacted PNM for service, I was told that I had to pay a security deposit of $75 because of an unpaid balance of (around) $65. I protested telling them that I HAD paid the final bill, but they claimed there was no record of it. So, as annoying as it was, I said then let me pay the bill again. No! I was told, it has gone to collections and we can't accept payment! I said, "You're kidding, you're NOT going to accept payment? You're REFUSING to accept the payment you claimed you never received? That makes no sense! But you are requiring a security deposit instead?
  
  Fast forward again to now, October 2024. I've moved again to *** ******* ***** ** **** *********** ** *****. This time I was told that I now have to pay a security deposit of $295 for the SAME $65 bill from 2002 (22 years ago!) that PNM REFUSED TO LET ME PAY! And they wouldn't disconnect my service at the **** ***** ** ***** until today. I have been to their downtown office a couple times to speak to a manager or supervisor and no one would come speak to me. I left my number twice to try and resolve this. I was told a manager would call. NO manager has called.
  
  What's more, I never received another notice about the $65 bill. No collections agency ever contacted me about an unpaid PNM bill. After I sent the money order, I was done with it. I can't correct what I don't know has happened!
  
  But PNM has decided to operate punitively. I am a 76 year old senior living on Social Security. PNM is trying to force me to pay a punitive and excessive $295 security deposit to turn on service to my new location for a bill they refused to let me pay! Please help me resolve this. I want to pay the $65 again to end this charade. This policy is immoral.

  This is an update to the complaint I filed with the BBB Friday, 10/25/2024. I haven't received an official complaint case number from that submission yet. The old claimed unpaid bill that PNM previously refused payment for in 2012--ostensibly because it had gone to collections and they could no longer take the payment, remarkably became available for payment after I asked for the exact amount due and the old account number which was: ***************** for $58.88. This amount was paid on Friday, 10/25/24. Because of this claimed unpaid bill, PNM used their refusal to previously accept payment to justify a $295 security deposit to move my electricity from **** ***** **** *** ***** to *** ******* ** **** *****. In 2012 I was asked for a $75 security deposit when I returned to Albuquerque for this same reason, only they wouldn't let me pay the bill again then. I was offered a "one time" reduction of this deposit to $145, which is still far too high and punitive under these circumstances. A few years ago I missed a payment that I made up the next month--thinking I had paid the PNM bill, but hadn't. And I was late paying the bill this month when I moved from **** ***** **** *** ***** to *** ******* ** **** *****. I couldn't find the bill in the move and had to go to the payment center (that was closed) to see how much it was and pay it. I paid it Thursday, 10/24/24. How many $2 Billion dollar businesses are cash only in 2024? The payment center is open two (2) days a week--Thursday and Friday, customer convenience isn't a priority. The sign over their door says: "Come in, let's talk." Go ahead, try that. NO customer service person will speak to you, no matter how legitimate the need. None of the "managers" they said would call me, did. A "Lead" called Friday claiming some nonsense about previous 'gas' charges. Pat V************** is the CEO. Let's start there. I'm a senior on a fixed income. A $75 security deposit is more than enough. Thank you.

  Business Response

  Date: 11/05/2024

  Good afternoon,
  
  I apologize we have created such frustration for you, PNM
  should have called and addressed your concerns. We are reviewing recorded
  conversations and looking into why there was no follow up, this will be
  addressed internally. Deposits are charged based on payment history with PNM, looking
  into the account a deposit should not have been charged, the $145 has been adjusted
  and a credit will appear on the bill.
  I do want to be upfront and explain in the future if
  payments are late on the account or if the account is disconnected due to non-payment,
  a deposit may be charged. 

  Customer Answer

  Date: 11/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  Regards,
  
  
  
  **** ***********

• Initial Complaint

  Date:06/12/2024

  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.

  see attached
  
  I send in my meter reading every month since may 2023
  estimates are off

  Business Response

  Date: 06/20/2024

  Good afternoon,
  
  PNM is allowed per New Mexico
  Administrative Code (NMAC) ***********, as approved by the New Mexico Public
  Regulation Commission (NMPRC) which is the State agency that regulates PNM, to estimate
  meter readings when we are prevented from getting a monthly meter reading (or,
  as in this case, if a customer who is on our self-meter read program does not
  report their meter reading on time) for various reasons, including but not
  limited to, access issues such as a locked gate or a dog in the yard, bad weather,
  vegetation blocking the meter, etc. In this case, the monthly meter reading for
  Nov 2023 was due between Nov 14 and Nov 16, 2023. The customer reported their
  meter reading online a day late, on Nov 17 (reading was reported online as
  98021, as shown in the attached screenshots by date).
  

  At that point our billing system
  had already produced a bill based on an estimated meter reading of 97352 on Nov
  16, 2023. Prior to the meter read date, PNM had notified the customer twice on
  Nov 13 and Nov 14 (as we always do) via automated phone AND an email of their
  upcoming meter read date of Nov 16, 2023 (please see the screenshot attachment).
  

  PNM sends these monthly reminders
  automatically when a customer is setup on our self-meter reading program every
  month at least three days prior to the meter read date.
  

  On Dec 15 and 16, PNM again reached
  out to the customer via automated phone call and email to remind them of their
  upcoming meter read date, Dec 18, 2023, and the customer reported their meter
  reading of ***** on time on Dec 18, 2023. (Please see the screenshot attachment)
  
  A bill was issued overnight on Dec
  18 based on the called in reading of 99991. This customer reported meter
  reading shows that between their reported reading on Nov 17 of 98021 and the
  reading reported Dec 18 of 99991, that the customer used 1,970kWh in that 32
  day billing cycle. I wanted to point this out specifically, because this the
  true cause of the large bill issued on Dec 18, 2023, and not a PNM error or
  issue with our estimated meter reading as I will explain in further detail
  below..  
  
  On Dec 21, 2023, the customer contacted
  PNM about the high bill issued for Dec 2023. We took a reading over the phone
  of 00172, which confirmed that the meter reading the customer reported on Dec
  18 of ***** as being accurate. The customer was not satisfied with this
  response and escalated to supervisor that same day. The supervisor explained to
  the customer that his called in reading Nov was a day late, and the bill that month
  was estimated as a result. The supervisor also advised that we would rebill
  both the Nov and Dec bills based on the meter reading reported on Dec 18, 2023,
  after the customer requested that we do so. They also explained to the customer
  that this change to both months bills was likely to only make a minor
  difference in the total amount billed to the account.
  
  Please see the three attached
  bills. There is the original estimated bill from Nov 2023, Dec 2023, and then
  the corrected bill completed by our billing team for both Nov and Dec 2023. The
  original bills for Nov and Dec were $108.63 and $520.69 respectively, totaling $629.32.
  The corrected bill for both months was then issued on Jan 3, 2024. On page two
  of this bill, you can see that both months were rebilled to be based on the customers
  called in meter readings, as the customer requested – Nov shows 98021 as called
  in by the customer, and Dec did not change from ***** as reported by the customer.
  The total bill for Nov 2023 went up to $183.93, while the Dec bill went down to
  $334.85, totaling $506.00 as shown on the corrected bill. Overall, rebilling
  the account to remove the under—estimated meter reading in Nov did save the customer
  $123.32 by moving some of the usage from the original Dec bill to a lower block
  rate of usage on the Nov bill. As requested, the customers account has already
  been rebilled, with the total being reduced as demonstrated above, and also
  rebilled based on the customers own called in meter readings as they are requesting
  PNM to do in this complaint. As also demonstrated by the customer’s own called
  in meter readings, their usage did significantly increase between the months of
  Nov and Dec 2023. The customer’s account is not due any further billing
  corrections or decreases.
  
  With regards how PNM calculates estimated
  meter readings – Per NMAC ***********, electric utility companies must base an estimated
  meter reading based on historical consumption. PNM take two historical
  consumption records to come up with an estimated meter reading. First, we take
  the total usage from the same month during the prior year, and then the total
  usage from the month prior during the same year and add those two together. We
  then take the number of days of service for both months and add them together.
  We then divide the total usage form both months by the total number of days of
  service from those same months to come up with a daily usage average. We then
  multiply this daily average by the number of says of service in the month we
  are estimating to get a fairly accurate representation of the usage that occurred
  during the month being estimated. Admittedly, an estimated meter reading cannot
  take into account things like weather that may change a customer’s actual usage
  which may increase/decrease depending on a number of factors beyond PNM’s
  control. That is why these readings are just that – estimations. If, like in
  this case, we may have underestimated a month’s usage, causing a catch up bill
  the following month, PNM can go back and make corrections on a customer’s
  account to spread out the usage more accurately, usually resulting in lower
  total account balance.
  
  In conclusion, PNM has already
  rebilled the account for the timeframe in dispute as requested by the customer
  back in Dec 2023, resulting in a reduction to the total balance on the customer’s
  account. No further billing changes or reduction will be made on the customer’s
  account for this disputed timeframe. PNM is allowed to bill a customer based on
  an estimated meter readings but can make corrections later if the estimate turns
  out to be inaccurate. Please let me know if you have any questions. 

  Customer Answer

  Date: 06/25/2024

  Complaint: ********
  
  
  
  I am rejecting this response because: I had to pay a total of a $1000 for an incorrect bill. I would like to know when I sent in my meter reading for December of 2023, why wasn't the bill corrected to the actual meter reading for the month of December 2023.  P.N.M. received my meter reading for the month of December 2023 0n 12/18/2023 at11:24am and the reading at that time was # ***** and the conformation # ***************** was issued to me by P.N.M. I called P.N.M. on December 21 2023 and talked to a supervisor by the name of "Pablo" he said was his name. I gave him a reading on 12/21/2023 at 12:24 pm of # 00172 conformation # ****************** * received a corrected bill for January of 2024 for the amount of $506.00 from the previous bill of $520.00 for the month of December 2023. The meter reading for January of 2024 was # 02098  the conformation # ****************** I received a bill for February in the amount of $847.63 and the meter reading for February 2024 was # 03879 and the conformation # ***************** at 12:00 pm.  March 2024 I received a bill for $1,149.55 the meter reading was # 05539 at 1:00pm. I was informed by a P.N.M employee when i called in that P.N.M. estimated my read for the Month of January2024 and I would like to know why when my meter readings were on time. This is the 3rdf year in a row that P.N.M has done this to me. I have copies of my bills if the B.B.B. needs to see them and I have all my meter readings and conformation numbers from May of 2023. I would like for some organizations to see the process P.N.M. is using and see if this is a fair process. I had to start sending in my meter readings when I found out that P.N.M. meter readers were actually working for man power temp service. I would like to know how well did P.N.M. check out the meter readers back ground that they are sending into Our back yards and how did they train them to read meters and send in an estimations that effect some ones life. I would appreciate it if P.N.M. would explain their training process for the meter readers to the public so we can all understand.

  
  
  
  
  
  
  
  
  Regards,
  
  
  
  ******** ********
  
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 07/03/2024

  As stated in my previous response,
  and demonstrated in the attachments I sent with that response, the corrected bill for $506.00 was
  for both Nov and Dec 2023. Please see page two of that attachment sent with the
  original response. This correct bill is for $506.00.
  
  The meter reading reported on Jan
  16, 2024, was originally reported by the customer online too early, so our automated
  billing system could not use that meter reading to bill the customer’s account.
  However, the customer did call us on Jan 17, 2024, and we were then able to use
  that called in reading to bill the January account that day as it was no within the timeframe to take a monthly meter reading. The Jan 2024 bill was NOT
  estimated but based on the customer’s called in reading. Please see page two of
  the attachment labeled Jan 2024 Bill. Please also see the attachment labeled
  SOA (statement of account). Also, no payment had been made on the account at
  that point, so the total account balance was now $847.63, as there was a remaining
  balance of $506.00 from the corrected bill, and the new bill was for $341.63.  
  
  The next bill issued to the account
  happened on Feb 16, 2024, was issued based on the reading reported by the customer
  online of 03879. Please see page two of attachment labeled Feb 2024 Bill. At
  this point the customer account balance was $1,149.55, as again PNM had not received
  any payment from the customer at this point, and the new bill issued was in the
  amount of $301.92.  
  
  On Mar 17, 2024, the customer reported
  their meter reading of *****. Please see page two of the attachment labeled Mar
  2024 Bill. The Mar bill was for $273.31, and the account was charged a late fee
  of $7.12 at this point since no payment had been received since Dec of 2023,
  brining the entire account balance $1,429.98.
  
  I must emphasize at this point
  that, with the corrected billing that occurred to the Nov and Dec bill, ALL meter readings used to bill the customer’s account during the timeframe in
  question were based on their own called in meter readings. I went over the only
  estimated bill that occurred in my first response, which was rebilled using the
  customers own meter reading.
  
  To conclude, the customer needs to report their monthly meter readings within the timeframe as listed on the meter reading schedule that was mailed to the customer in Dec 2023. PNM is not in violation
  of any NMAC rules or regulations with regards to this complaint. PNM has not
  overcharged this customers account, nor have we ignored his called in meter
  readings. No adjustments will be made to their account balance, which is based on the customer's own reported meter readings. 

• Initial Complaint

  Date:03/20/2024

  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 Monday of the week 3/18/2024
  PNM removed the meter to my Unit #8, and since Monday I have had NO ELECTRICITY!
  Why would they not contact me , or the owner of the unit!!??

  Business Response

  Date: 03/27/2024

  Good afternoon, 

  Electric service at the address listed in this complaint has not been active for over ten years. When the complainant contacted PNM on Mar 18, 2024 to get power turned on, they were advised that they would need to talk to our new service delivery team, who would require that the customer hire an electrician to perform a safety inspection of all customer owned electrical equipment, make sure said equipment meets code, and have the local authority having jurisdiction also inspect and issue a green tag permit before we would perform our own inspections and reconnect power. There are no records that the complainant hired an electrician to have these inspections done. However, as we read every single meter in our service territory every month regardless if the account is active or not, and we found that the "inactive" meter at this premise was registering electrical consumption occurring at the property with the same address in this complaint. An order was placed to check for tampering, and we found that the meter had been "activated", but not by PNM personnel. We removed said meter as a result, and made safe the meter box, disconnecting power. This means that someone other than a PNM employee tampered with our equipment to turn power on for whoever is occupying the property. Given this complaint, it seems that the complainant benefited from this illegal and very unsafe tampering. 

  According to New Mexico Administrative Code (NMAC) ***********, PNM is allowed to disconnect electric service when tampering is found immediately and without notice to the occupant of the property. Further, PNM is allowed to assess tampering fees to the account of the occupant of the property that benefited from the unauthorized accessing/tampering of our equipment. And as this is a major safety hazard, power will not be restored until all the required inspections and permits are submitted to PNM by the customer's electrician. Tampering is very serious safety issue, and regardless of who did the tampering, they put the lives of the occupants and the property itself in great danger by doing this. Please let me know if you have any questions. 

• Initial Complaint

  Date:09/11/2023

  Type:Order 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.

  see attached
  
  On 8-1-23 I contacted PNM to let them know a light on my light pole at my house was out!! PNM told me they cant fix my pole because parts are old! Its on a program where I pay monthly for it! They wanted to cancel my service to pole but I advised them not too! They need to stand by their contract and replace or update my pole! (and or light) Ive never been late on any payments to PNM *NEVER*

  Business Response

  Date: 09/21/2023

  Good afternoon,

  I understand that the customer feels PNM is making an excuse
  in not repairing the light especially when we say that we cannot find any bulb
  replacements for the light fixture.  However, this is in fact the actual cause of why we haven’t
  been able to replace the light in question.  The light fixture itself is
  decades old, and requires older types of lightbulbs in order to be repaired.  There are no companies in the US that are manufacturing the bulbs needed to
  repair this light anymore.  And PNM cannot simply replace the light with a
  different fixture as PNM no longer installs private lights at all and has
  not done so for literally decades, so we have no stock of different replacement light fixtures; we only maintained the active lights in the
  field or removed the fixtures if the customer requested them to be removed.   
  
  With this in mind, I received some information on what PNM
  is looking into to possibly offer in the future.  PNM is currently
  working to determine next steps for private lights as we do not currently have
  the ability to fix the old fixtures (as mentioned above).  PNM will
  not be charging customer accounts for the private lights while they are not
  working, and PNM will be in contact with the customer once a path forward is
  determined. 

  I realize that this is not the immediate fix that that the customer is looking for from PNM, and I apologize for that.  We will not be
  billing their account for the private light in question, and once we determine
  what our next steps are, we will reach out to him to let him know what his options are.  I do not have a timeframe for when we will know what the
  next step in this process will be or when it might take place.  I will also add that customer does have
  the option to have PNM come out and completely remove the light fixture in
  question, and can then hire an electrician to have a new model LED fixture put
  in place.  If this is something he is interested in, I would recommend he reach out to our contact center by phone, online chat, or email for further details and to make arrangements for PNM to remove the old fixture.  Please let me know if you have any questions.  

• Initial Complaint

  Date:07/25/2023

  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.

  Pnm disconnected our service, as the person(my ex and mother of our kids) moved out and stopped her mail, i haven't spoken with her for a few months due to no contact order from a judge as a result of her domestic violence arrest so no payments have been made except for 350.00 from ****** on 7/7/23 so they just received a large payment this month. So anyway i followed the official advice and called pnm and everyone else to report our living change and have her name removed from our lives and records so we can start new service account billed to me. After I mention all this to pnm holine the bill collector said 1st I owe a bill at the address I lived at in the year 2000 she said it's 160 and **** ***** my wife is connected to that bill. And second she said this address where me and the kids live will not get service turned on in anyone's name until i pay tinas pat due bill which I've already paid my half on the 7th that even if I move the next Tennant will not have service as per pnm policy. Now my turn I've been under the control of a controlling gaslighting domestic abuser until now she's not to be connected to me in any way shape or form, so 1st the 160 bill I owe no problem for me to pay their problem to accept it AND my ex was not connected to that bill I had in 2000 because we met in 2006. 2nd not connecting in another name is BS THE PLACE I LEFT IN 2000 HAS BEEN connected this entire 23 yrs in other's names. Please accept my payment and start our new service at our home.

  Business Response

  Date: 08/04/2023

  Good afternoon, 

  The complainant is not the account holder of record for the electric service at the address listed above.  Nor is complainant an authorized user on said account.  As a result I am unable to address any of the concerns stated in this complaint as, pursuant to NM State Statute, PNM is restricted from giving out any customer without the account holders express permission.

  62-8-11. Consumer information; disclosure prohibited.
  A.     A public utility, as defined pursuant to
  Section 62-3-3 NMSA 1978, or its employees or agents shall not sell or disclose
  consumers' nonpublic personal information without the customer's permission or
  unless it is in accordance with standardized credit reporting practices,
  pursuant to the provisions of Chapter 56, Article 3 NMSA 1978 or the federal
  Fair Credit Reporting Act or other reporting requirements imposed on the public
  utility.  
  B.     Exempted from the provisions of this
  section are: 
  (1)     the public regulation commission pursuant
  to the Public Utility Act [62-13-1 NMSA 1978] and the Public Regulation
  Commission Act [8-8-1 NMSA 1978] and rules adopted pursuant to those acts;
  or 
  (2)     an action by a government agency or an
  officer, employee or agent of an agency acting on behalf of the agency to
  obtain telephone records in connection with the performance of the official
  duties of the agency. 

  Please let us know if you have any further questions.