Complaints

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

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  NV Energy

  6226 W Sahara Ave Las Vegas, NV 89146-3060

• 

  NV Energy

  PO Box 10100 Reno, NV 89520

• 

  NV Energy

  6100 Neil Rd Reno, NV 89511

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:04/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reviewed my bill and my account was disconnected. I Called NV Energy and they said someone else moved in am turned on the power. I said thats my condo and I am the owner. You cannot arbitrarily turn off my power and account. In order to start an account you have to prove that you were the owner of the property. A fourteen minute call explaining this shouldnt happen and I have automatic payment plan. I never received notification. My bill $56 month The representative said its going up 100. Dollars a month ***********************

  Business Response

  Date: 04/17/2023

  ************** contacted NV Energy and spoke with a contact center representative on April 15, 2023. She was advised that the complaint has been sent over to NV Energy's billing department to correct the issue. NV Energy does not require proof of ownership to start services as many people who live at a property are not the owner, and state regulations do not allow NV Energy to refuse service based on ownership. On occasion, customers have been known to provide erroneous information when starting new services with NV Energy, which was the case with ****************** address. A representative will be reaching out to ************** when her complaint has been closed, this can take up to ***** business days. 

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We put in a mobile home in searchlight Nevada. We are finished with the project except for power. Nevada power created a design, had me sign off, and submitted it. everything was approved by NV energy and we received the go ahead to put in our power pedestal and conduit for future wire. Nevada power even came to the job site and told us where to put everything. Now, they are telling me everything needs to be redone because they made a mistake! They are saying the pedestal needs to go into a completely different place! Unfortunately, I don't have the money to redo all the work that has been already completed. Had NV energy done there job correctly, this would not be an issue. I am seeking your help to either get nv energy to finalize the original drawing ( attached ) that they approved, or, pay for all the changes themselves since they are the ones that made the mistake.

• Initial Complaint

  Date:04/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a customer of ******************** for the past 3 years. At the present location, I had equal payment. NV energy increased my equal payment from $45 to $90 back in March, 2023. NV Energy stopped my equal monthly payment and added $106 required deposit to my current bill for so call for late payment. I am on the budget. I get paid twice a months which dates dont match the due dates. My monthly usage average is only$56. I can not pay the $106 deposit as I don't have the money. I have paid my NV Energy bill for the last 12 months. Now, I have 15 months rental lease contract as I have only two more months left to my end of lease which I will be moving out and planning to relocate to CA. I should not pay $106 for two months left in my lease. I don't understand what the issue with NV Energy is trying to excessive charges and then slapping customers with deposit. Its not like I havent paid NV energy for the past three years. I demand NV Energy to remove the deposit from my account.

  Business Response

  Date: 04/14/2023

  Mr. ********** enrolled in the Equal Payment Plan (EPP)on July 29, 2022, via NV Energy's website. During the time of enrollment, the customer is required to accept the terms and conditions. EPP's terms and conditions state the following:
  
  *If a Customer fails to make three or more consecutive timely payments while participating in the program of equalized billing, the Utility may, in addition to any other rights and remedies available to the Utility, remove the Customer from the program. If the Utility removes the Customer from the program, the Customer may not enter into the program again without the approval of the Utility.
  
  **The equal payment amount may be adjusted during the last six months of the plan year whenever the consumption pattern changes will result in an overpayment or undercollection of $100.00 or more by the end of the plan year unless the Customer prefers to make an extra payment to offset an undercollection, or receive a check for an overpayment at the end of the plan year.
  
  Mr. ********** was assessed a late charge on September 9,2022, February 9, 2023, and March 10, 2023, resulting in the system removing his account from EPP. Due to his account having an unsatisfactory credit rating, the deposit of $105.00 was assessed on his next statement.
  
  Mr. ********** spoke with a contact center representative on April 13, 2023, and was advised of this information. I am happy to make an exception and ********** his account in EPP, so long as he is clear of the terms and conditions moving forward. His EPP would be set at $96.00 per month,unfortunately, the deposit cannot be waived due to his credit rating. I tried to reach out, however, I was not able to reach him. 

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19935407
  
  I am rejecting this response because:

  the ****** I was due beacuse NV Energy rasied or double my equail montly payment which for month of Feb and March 2023 was equal $100 more. The NV Energy removed my equal montly payment added $106 rquired deposit. That was $206 extra charges which I didn't even use in electricty.

  I only avarage  less than $56 per month for electricity. Beside the fact I will be moving to CA in two month which I will turn off my power. Why do I have to pay $106 for deposit?? 

  NV Energy doing service price gouging and unessesary charges to the customers. I will not stop even I have to contact the NV Governor.

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

  Business Response

  Date: 04/17/2023

  Deposits are refundable when services are discontinued, therefore, Mr. ************ deposit will be applied to is final bill when he moves out of state in a few months. 

• Initial Complaint

  Date:04/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a really High Balance. Ive talked to multiple Supervisors. Multiple employees. NVEnergy is Ruthless. I am A Domestic Violence survivor and just recently got out of the situation I explained to them the last week and a half. Its noted for today being disconnected. The supervisors every time I call give me a really rude attitude and wont listen. I explained that I knew my last payment was in November again explaining the situation they said they cant help. The supervisors told me I put myself in the situation. The supervisor said I need to pay ****. And the other one $740 I said I cant due that much and they said well if thats it and will tell me can I help with anything us. They sent an email to a manager who has yet to call back I told them I can come up with $150 today they said only a manager could do that. But I cant speak to one. They said they cant help. Ive talked to so many people. The first people I talk to I tell the situation I explain my account and they understand but they said only the supervisors can take that amount Than I get to a supervisor who is rude and I explain all over but this time its a no you pay this amount or we wont help you. I understand the bill is behind a huge amount. *** asked for small incramnets every month on top of a regular bill. Ive asked for understanding. Ive applie for every program. But NVEnergy is just a giant bully.

  Business Response

  Date: 04/10/2023

  ******************** spoke with a contact center manager where she was advised that due to the extremely large balance on the account, some form of a good faith payment would need to be made. Her deposit was waived as a courtesy, and she was referred to the SAFE program for additional assistance. Once ******************** makes the payment she was quoted and received SAFE funding, her services can be restored. 

• Initial Complaint

  Date:03/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started a lease at this address nv energy is trying to make me pay someone else bill I do not have a contract or have done business with NV Energy at this address Im not under contract with nv energy at this address they have refused all proof sent to them I am not able to use my nebulizar for my oxygen treatments NV Energy agreed to waive the deposit to start service and now is refusing to start service

  Business Response

  Date: 03/27/2023

  NV Energy utilizes a third-party data base to validate the identity of its customers. As **************** is aware, it was discovered that she has previous association with the address located at ******************************, therefore the previous balance will need to be satisfied before establishing services. 

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19855714
  
  I am rejecting this response because: nv energy is aware of my medical condition Im not denying association Ive paid the bill on this once b4 Ive taken over this lease Im currently moving in as the person has moved out Ive never been under contract with this address my diabetes meds are now no longer good I was hospitalized yesterday for my chronic asthma Im not able to give my self treatments I feel as if nv energy is trying to kill me there not even trying to work with me I dont feel as if that is fair that I have to take there bill in full thats insane its not my bill had I known this would be an issue I would have never took over the lease why cant they put it in collections why do I have to pay their bill for me it was a no brained because I would not have to apartment **** but this is out of control 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/29/2023

  The balance of $2,463.87 will be required prior to establishing services. **************** states the utilities have not been in her name, which is correct, however, she admits to occupying the home and NV Energy's ID verification system has also confirmed her association since early 2022.
  
  The account was disconnected for non-payment on March 20,2023, at which time **************** requested to establish services, this is considered "name switching" to avoid paying the existing charges. NV Energy's credit and collections policies are in place to mitigate fraud,avoiding unpaid balances being passed on to exiting rate payers.
  
  **************** sates she utilizes a nebulizer and is diabetic, however, these conditions are not considered life threatening without electricity, therefore, are not part of NV Energy's Green ***** Program.Nebulizers are portable and there are several alternatives to keeping medication at the appropriate temperature. Unfortunately, NV Energy will be requiring the balance to be paid prior to establishing services. 

• Initial Complaint

  Date:03/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been enrolled in the Equal Pay program since 2015 because I was told by NV energy since I was in a new residence even though I had NV energy when I was living at my other apartment that we paid the energy bill. I get an email today 3/23/2024 that my bill on 4/11/23 is going up to ******. Since I have been on this Equal Pay program even in the Summer months was never paid this much. Now I being told I owe this because it is "projected" that this will be my bill amount in May. I was told my average use now is $**** a day by the ** representative. So if that is the case no one can give me an explanation on why I would be paying $******? **** x 31 is *****. I was informed on the right side of my bill shows what the actual cost is but I explained to the representative that I don't have a bill with me. She told me she can't open her program to see my bill because her system was down. I asked if there was someone she could transfer me to that could assist and she told me no, their system is down for opening bills. Energy and the gas company are killing the consumers and no one is speaking up with/for us. Just business as usual. Everything is going up but we aren't getting raises except for in our bills.

  Business Response

  Date: 03/27/2023

  The account located at ******************************** is no longer in ********************' name, however, prior to her services going inactive, she was on the Equal payment Program (EPP). EPP, is a program NV Energy offers where a customer's bill is averaged out over a ******** period. Upon termination, any debit balance in the Customers account will be due and payable, and ****************** had a total account balance of $259.29 when her services went inactive. 

• Initial Complaint

  Date:03/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NV Energy is falsely reporting to Experian for a collection account totaling $405 since December 18, 2020. I demand for this false collection account to be removed from my credit report immediately.

  Business Response

  Date: 03/14/2023

  NV energy's records indicate services were active in ************************ name at the address located at ********************************** from March 31, 2020, through November 3, 2020. If ******************** believes she is a victim of identity theft or fraud; she may contact NV Energy's customer service at ************ and request a fraud packet. 

  Customer Answer

  Date: 03/14/2023

  look further into your records and you will see this account has a $0 balance and no money is owed so I demand again this account is removed from my credit report
  Complaint: 19593098
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 03/17/2023

  NV Energy does not have any record of the charges being satisfied by ********************. Please provide proof of payment so NV Energy can research further. 

• Initial Complaint

  Date:03/06/2023

  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.

  Hello . Date of the starting art ****** would be December 2022. The complaint involves a high sky bill from the energy company which is Nevada energy. I called in and referenced to the first bill and i, also ask in regards is there another envy energy. Reason being behind this high sky bill I do believe within myself that I asked is there another company that I can go to in order to establish utilities. This complaint needs to be resolved in fact, they stating that the heater is on that's what bring the high sky bill, I do turn off all electricity while at work which is maybe four or five days per week. I turned off the circuit breaker on the heater, and when you turn on the heater it's not even blowing through the vents so therefore they're making a statement which is untrue. I don't know where to take the blame to I do believe that when people come out to investigate that they're investigating maybe the wrong meter, and or someone else is using the power while gone, and or it just needs to be resolved and I need help to resolve it so therefore I put in my complaint. When I called you the public utilities commission which had came out the rep that came out to visit I said stated that they would be checking the power box and then they will come out to see me again, but I did not see the rep that came out due to someone's get them off someone said that he couldn't look at what he needed to look at or someone said he couldn't check it out I don't know. The billing is very overcharged for utilities or energy that's not being used.

  Business Response

  Date: 03/06/2023

  After reviewing the account located at ********************, the usage being recorded is not out of the ordinary for the premise, this is normal usage for the winter months. A meter test was requested, and the results came back as passing within the standards set by the ***** While there is no way for NV Energy to determine the exact cause of the increase or how electricity is used in the residence, there are a few factors that could lead to higher consumptions like extreme changes in the weather or older, failing appliances. After reviewing the account and results from the special meter test, it has been determined that Ms. ******* account was not overbilled. I apologize for the frustration the recent cost increase has caused, and I understand this is a challenging time. NV Energy continues to work to find lower-cost energy solutions for its customers.

• Initial Complaint

  Date:02/17/2023

  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.

  NV Energy is manipulating power prices without consistency. When calling to discuss a 50% increase in power and gas charges, the employee was unable to provide any clarity as to why the increase. There has been no life changes in the home to account for the astronomical bills over $400 for a family of four. We have decreased consumption by lowering heat to 60 degrees each day, added auto shut of switches to lights, yet bill increases after making the reductions. The customer service is beyond terrible and the price gouging needs to stop. Living in a smaller home than neighbors with literally double the bill is not acceptable. If a criminal investigation is necessary to prove fraudulent activity, that is also something I am willing to take part in.

  Business Response

  Date: 02/17/2023

  While NV Energy cannot determine how energy is being used in your home.  Generally, consumers create a usage pattern. Your usage seems to rise in the winter and then again in the summer months.   Energy usage can be affected by the weather. For example, hot summer days may cause you to use more power for air-conditioning, while cold winter days may cause you to use more power for heating. Unfortunately, the entire country is seeing higher gas and electric rates this year.  Early in the pandemic, overall demand was reduced due to lockdowns and decreased drilling.
  
  In 2021, increased worldwide economic activity drove an increase in demand.  NV Energy rates were adjusted to reflect the quarterly electric and gas costs rate for Nevada customers. The increase was the result of the February 2021 weather event in *****. Freezing temperatures caused well-head freeze-offs significantly reducing gas supply availability.  The reduced supply and weather conditions impacted the natural gas market throughout *****************. 

  It's important to understand, NV Energy does not mark up the price we pay on the natural gas or energy that we purchase. Our customers pay the same price we pay for natural gas and energy purchases. Since the cost of natural gas and energy purchases is reflected in your bill, we work hard to purchase the lowest-cost resources available for our customers. We continue to propose plans to increase Nevadas energy independence in order to provide low cost, reliable energy to you.

  NV Energy offers a free Home Energy Assessment.  To schedule or for more information you may contact NV Energy at **************.  A meter test has also been ordered to give the customer peace of mind that our equipment is working properly. The results of the meter test will be provided to the customer when they become available. 

• Initial Complaint

  Date:02/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I registered for the Flat Rate program in the middle of 2022. We continuously paid $194 until there was a slight increase to $209 for a few months. The increase is suddenly $215 totaling $424, more than 100%. I know the cost can fluctuate; however, what I learned shocked me. I have a balance of ~$1,400 due to an unexpected increase in usage. My complaint is simple, if I had seen the increase or known about the balance through the online portal I would have paid it off and cancelled the service. This was manipulative to get a balance to acrue, I had 0 knowledge of a principal owed. It was clearly vailed until I reached out. I've been told this is more of a "payment plan" that a flat rate plan. The fact the balance was hidden from me and never provided or even available through their online portal is a scam. Please help fight this practice, I can only imagine how many others are unaware.

  Business Response

  Date: 02/14/2023

  The Equal Payment Program is a payment option offered by NV Energy to assist customers with managing their finances by averaging their past energy bills to determine a monthly payment moving forward. Equal Payment is not a discounted or reduced rate, rather it is calculated based off of the customers actual usage. However, payment amounts are adjusted if it is projected to result in overpayment or under collection of $100. Because of this, we advise customers to continue monitoring their actual usage and we offer suggestions for energy conservation to keep actual costs low. Each bill while enrolled in Equal Pay displays all actual amounts that would be due if not enrolled in Equal Pay, as well as the Equal Pay amount due. Unfortunately, occasionally customers will accumulate a large variance on their Equal Payment, meaning, the amount the customer is paying each month is lower than the amount of energy they consume, this is the case with ********************. Due to higher rates in combination with colder than normal temperatures, average bills continue to rise. NV Energy apologizes for the frustration this may have caused, however, as previously stated, actual usage and balances are disclosed on every monthly statement, so customers are able to monitor the status of their equal payment balance.  Please visit the Equal Payment Terms & Conditions by going to www.nvenergy.com/terms/equal-payment. NV Energy also offers energy assistance, to check for eligibility requirements, please visit nvenergy.com/heretohelp.