Business Profile

Electric Companies

NV Energy

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Complaints

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

Customer Complaints Summary

119 total complaints in the last 3 years.
37 complaints closed in the last 12 months.

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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:01/31/2023
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, ignored many calls from our company to rectify the non-billing issue we had, where they did not send us a bill for 5 months, and none of the employees were able to help, Im still waiting for the manager to give me a call back. Now we have 5 months of invoices (all printed and sent three times, go figure that one out), ALL DUE WITHIN A MONTH! This is outrageous. I was told we would have 6 months to pay by ******* that I spoke to last. Not one employee was able to rectify an ISSUE that was solely NV ENERGYs. Now Im left to deal with THEIR ISSUE. I CANT pay all this money. I require a lesser amount and time to pay.
Customer Answer
Date: 01/31/2023
*************************
located at ********************************************************* 89149
Business Response
Date: 02/03/2023
NV Energy is governed by the ****** Utilities Commision of Nevada and Rule 5 "bills of service" allows residential bills to be back billed 3 months. The account in question was only billed for 3 months of back usage in addition to the current month. The account has been given an extension through March, allowing additional time for payment. If additional time is needed, you may call NV Energy's customer service at ************ to set up payment arrangements.
Customer Answer
Date: 02/03/2023

Complaint: 18960779

I am rejecting this response because:
1. I have not received a letter stating I have until March to pay
2. Even if I had an extra 30 days, this is a small business, we dont have $800 to pay ***** nilly just because NV Energy decided to forget to bill us for 6 months, and every time we called to alert them, they washed their hands of anything and DID NOT help.
3. Every time I call to set up anything with these people, they are lazy and cant resolve any issue I might have.
4. If theyd like to contact me to resolve this, a manager, can do so Im not wasting my time, I was told a MANAGER WOULD RETURN MY REQUEST TO SPEAK TO ONE, Im still waiting though, a month after my last call.

Sincerely,

********
Business Response
Date: 02/14/2023
I left a message for the customer to discuss the issue and have not received a response.
Initial Complaint
Date:01/23/2023
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.
Nv energy has been very manipulative and deceitful in billing practices. My account was disconnected a short while ago while I was on AUTOPAY with my 8 kids in the home alone. I removed autopay from my account in frustration and was threatened with a security deposit nearing $400, although my bill was being paid. Now here I am 9 months pregnant with a 2-day cut-off notice while on AUTOPAY since November. Im going to have to pay a double bill due to their faulty system and pray the lights are on when I give birth.
Business Response
Date: 01/23/2023
After reviewing the account in question, the customer contacted ********************** on November 28, 2022, and cancelled the Auto Pay. NV Energy has not received a payment since November 28, 2022, subsequently resulting in a double payment coming due for January.
Customer Answer
Date: 01/24/2023

Complaint: 18882024

I am rejecting this response because:
My auto pay has been connected since November 14.
Sincerely,

*******************
Business Response
Date: 01/24/2023
As a courtesy, NV Energy can waive the assessment of the deposit if **************** choses to cancel her auto pay. Please be advised, if the customer receives another late fee within the next 12 months. the deposit will be re-assessed and will not be waived.
Customer Answer
Date: 01/25/2023

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.
how do I go about removing autopay and not seeing this deposit? Thank you

Sincerely,

*******************
Initial Complaint
Date:01/17/2023
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.
I am an NV Energy customer who like many is trying to wrap my head around the math of the price increase percentages no Im no ********* but I thought I received an email saying my rates would increase by 10% keeping this in mind, Ive kept my heat at a balmy 63 degrees. Much cooler than last year. Keeping in mind my bill last year at this time was 117 dollars vs. my bills these past two months which are upwards of 300 dollars. As I said I am no ******** but I do know the difference between 10% and 100% plus. How is this legal? Just wondering,
Business Response
Date: 01/20/2023
NV Energy uses natural gas to fuel our power plants, and due to the fact that the price of natural gas has increased nearly 20 percent in the last year, NV Energy has an increased cost for operations. That being said, customers pay what we pay for the natural gas-there is no profit to NV Energy. After investigating ******************** statements, the higher pricing is a combination of the recent rate increase combined with the fact that ******************** usage has doubled when compared to the prior year. Winter in Northern Nevada arrived much earlier than in recent years, and combined with the recent rate increase, most of the community is feeling the effects. NV Energy works hard to purchase the lowest-cost natural gas available. Nevadas average retail price for all customers was 54% lower than **********, 2% lower than other mountain states and 18% lower than the national average through June 2022. Please visit our website at nvenergy.com to see the variety of ways we offer to help our customers minimize the impact of this fuel cost increase and to keep their bills stable.
Customer Answer
Date: 01/20/2023

Complaint: 18812006

I am rejecting this response because:
I have not used more energy if anything I am using less. I have my thermostat at 62 degrees!!!! Last year I kept my house at 72!!! Tell the truth NV Energy!
Sincerely,

*********************
Business Response
Date: 01/23/2023
While there is no way for NV Energy to determine the cause of the increase or how electricity is used in the residence, there are a number of factors that could lead to higher consumption, like extreme changes in the weather or older,failing appliances. Further review of ******************** account found that she was not overbilled. NV Energy offers in-home energy assessments as an energy conservation service that **************** *** find useful. In this case, a representative would meet with **************** at her home to offer customized tips and recommended upgrades that *** help her save energy and money. Assessments can be set up online by visiting NVenergy.com/powershift.
Initial Complaint
Date:01/04/2023
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.
Since December the 31st at 4:30pm weve been without power and yet across the street they fixed their outage, because they are considered a Business. They bypassed our home who is an Army Veteran. We also have other Veterans on this street that are disabled. NV energy bypasses homes to help businesses on our street. They have given us an estimated restoration of Tuesday Jan. 3 rd which is unacceptable considering My husband literally showed the crew who was working on restoring power in a neighboring housing development where the blowout occurred they said they only fix where they are told to fix. The problem I have is that The area in which they have chose to make last in being restored is all Well and Septic based, so in order to use basic functions of necessities it is not possible without the restoration of power. We are now running out of wood to heat the house and all of our food is spoiled.
Business Response
Date: 01/05/2023
I spoke to ************** regarding her complaint and provided additional details regarding her concerns.
Initial Complaint
Date:01/04/2023
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.
Since December 31st 2022 we have been without power. NV Energy restored power across the street from us and they have not even assigned our address to any of their service technicians to fix the power outage due to a blown transformer down the street. Weve been without power for 3 days and they said they might have it fixed on the 3td of January 2023. We are disabled and need our **** machines also cant leave due to having livestock. So no water for the animals and no electricity or heat for us. They do not take care of their disabled veteran costumers.
Business Response
Date: 01/04/2023
I contacted ************ and was informed that her services have been restored. She unfortunately was given incorrect information regarding her outage. I gave her the contact information to our claims department as she will be filing a claim for damaged equipment.
Customer Answer
Date: 01/06/2023

Complaint: 18670680
We didnt just receive wrong information we were never assigned technicians to fix our outages, nor did anyone return our phone calls to let us know any updates!

No one has returned my call yet from ***************** regarding our loss of generator and shed or for our pain and suffering I endured not having ***** and water during my kidney stone passing and my husband not able to sleep without his CPap machine.
Hopefully someone will reach out soon!

*******************
Business Response
Date: 01/09/2023
NV Energy does not pay storm related outage claims, **************** complaint was denied.
Initial Complaint
Date:01/03/2023
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.
Signed up for payment assistance program, agreed to make$44.60 every week toward the overdue bill. Made my first payment on Dec 16th no problems made my second payment on Dec 22nd. I came home from work today Dec 27th and my lights are off, contacted nevada energy and after getting hung up on 4 times and waiting forever to speak with someone i finally got a live peson on the line who said my lights were turned off because my payment came back as insufficent, i told him that is incorrect since the payment was made on my pay day and my statement is showing it went thru. I contacted my bank who told me that nevada energy tried to take the funds out of the account on wednesday Dec 21 when my account was low. I get paid every thursday which is why i set up the arragement to be paid every friday when i know the funds will be there. I have to sit in the dark because nevada energy tried to get a payment before it was due, also i never signed up with them to automatically take money out of my account.
Business Response
Date: 01/03/2023
According to NV Energy's records, a payment arrangement was requested through NV energy's Interactive Voice Response system and the payment in the amount of $44.60 was scheduled for 12/16/22, which is when the payment was withdrawn from the customers bank. NV Energy received notice that the payment was returned on 12/22/22. The payment has since been covered and the account is now in good standing.
Customer Answer
Date: 01/04/2023

Complaint: 18648114

I am rejecting this response because: My payment was never returned, there were two payments both made on my payday when I knew there were adequate funds. This company has a history of turning off their customers power despite being paid check their reviews. I have since paid my balance in full but I want this company to know just because you are Nevada only electric company does not give you the right to abuse that knowledge.

Sincerely,

*******************
Business Response
Date: 01/05/2023
While communications on returned items are communicated to NV Energy from our bank, ***** *********** ultimately it is the customer's bank that makes the decision to return the item. If the customers bank can provide a letter stating the item was never returned, additional research can be made.
Customer Answer
Date: 01/06/2023

Complaint: 18648114

I am rejecting this response because: I have already checked not only with my bank but my bank statements as well and both has confirmed that the payment made was received. Perhaps you need to double check with YOUR bank.

Sincerely,

*******************
Business Response
Date: 01/09/2023
NV Energy is obligated to report the banking information provided by our banking institution. Any further dispute would require additional documentation.
Initial Complaint
Date:12/20/2022
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 want a detailed statement from now on with numbers and calculations of raise rates. So that I can calculate bills properly. I want to see numbers and stats very clearly. I no longer want to see an increase on the ** broadcasts. I dont watch **. Or a light note attached to my statement stating words like increase and no # to Calculate. I want actual numbers and calculations so that I can Calculate bills. There was no clear Verbage of the raise rate of gas and it is affecting us greatly. I get detailed bills from every other company but NV energy. There was no statement of percentages and prices of rate increase. Just a letter attached to the bill saying that there will be one. $200 increase is a lot for our family and this was not communicated clearly by NV energy.
Business Response
Date: 12/21/2022
All rate changes are referenced on customer bills prior to the rate changes going into effect. The customer can visit our website at ******************************/help/bill-inserts to view the dates and correspondence for each notification.
Initial Complaint
Date:12/16/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been on a program called "Equal Pay" for a little over a year at this point. I initially started paying 145$ per month for both electricity and natural gas usage. At the end of the year, the told me that they had underestimated my usage and also that my consumption had increased by 10%. They readjusted my equal pay amount to roughly 205 dollars per month. Shortly thereafter, they "reanalyzed" my usage and told me I now had to pay roughly 219$ for equal pay. Just today (12/15/22) a month after the previous increase they are now telling me my equal pay will be increased to $247 per month. I realize that commodities such as natural gas fluctuate in cost somewhat, but a 70% increase for something that is not supposed to increase at all (Equal Pay) is predatory, and unjust.
Business Response
Date: 12/20/2022
**************** requested to have an audit done on his Equal Payment Plan to which it was discovered that his current amount is right where it needs to be, if his usage stays similar to previous years his Equal Payment should slide back down slightly in June for his annual recalculation. I phoned **************** and advised him on the information.
Initial Complaint
Date:12/09/2022
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.
We had NV Energy for just over 3 years. We moved and needed 30 days to move out so we were told that we could not have two smart meters removed under 1 name so they recommended to put it in my name I was told yes that removing the smart meter under my name would be fine once I paid an outstanding late bill, which I did not know I had from another property I rent out, for just $19 which I paid immediately. A few weeks after we set up that new account in my name we were called and told that I did not qualify to have the smart meter removed since I had a $19 late payment even though it was already paid.We asked if we could put it BACK in my partners name and we were told after investigation by supervisor that YES it would be ok as his credit would allow the removal of the smart meter, but first get his name off the first address, which we immediately did.3 weeks later I get a phone call from NV energy stating that since we did a "Name change" we were now not qualified any longer to have the smart meter removed as we were told that the field supervisor thought this was an attempt to circumvent the rules. But it was NOT an attempt to circumvent any rules, we followed all the steps NV energy required, and did as was recommended and now we are unable to have it removed because we followed their staffs advice, which is highly unfair. I have asked NV Energy to reconsider our request for removal of the smart meter since we were not trying to name change to hide, we were always transparent, we only did what NV Energy told us to do to allow this to work. When I reached out to them initially for help they wrote me one response stating that since we did the name change we dont qualify, I then tried to present them with the above facts and asked for it to be forwarded to the field supervisor as an appeal yet they are ignoring all correspondence. I wrote to them 7 times since October, and they say someone will reach back out to you, which they never have.
Business Response
Date: 12/14/2022
A residential customer may request from ********************** the installation of a non-standard meter provided the customer meets the requirements set forth in the Special Conditions section of the ************ Metering Option (NSMO-1) Rider, the customer was in direct violation of the rule, so the request has been denied. After twelve months of meeting the requirements, the customer may re-apply.
Customer Answer
Date: 12/16/2022

Complaint: 18546732

I am rejecting this response because: I was TOLD by your staff to do the initial name change into MY name, which I am now being punished and discriminated for. Had we left it in ***'s name as we wanted and tried to from the first phone call to you, there would never have been this issue you have caused as he is in full compliance with no restrictions.

Sincerely,

*****************************
Business Response
Date: 12/16/2022
NV Energy has reviewed the recorded line and due to the fact that ****************** was advised to put services in her husband's name, NV Energy will ***** the request for a non-standard meter.
Initial Complaint
Date:11/17/2022
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.
NV Energy approved our solar system. After installation, NV Energy said that "we didn't look at the application that we approved" and are not disapproving the installation. They are telling us that despite paying for the system, we need to downsize now the system that they had approved>To make matters worse, NV Energy does not allow the customer to talk with anyone in charge. It should b easy to address that NV Energy doesn't want their clients to speak with them.How is it legal to approve a system after the fact disapprove it?
Business Response
Date: 11/23/2022
For this project, the system was initially approved at 8.738kW Solar PV CEC-AC System Size with an estimated annual production of 16,538kWh.

When the Claim Package was submitted, the contractor had updated the system size and the system is now sized at:
15.291kW Solar PV CEC-AC System Size with an estimated annual production of 27,746kWh.
The customer now has 12 months of consumption history,which shows only 17,569kWh of consumption. The applicant did submit an engineer's calculation for 29,392kWh, but does not specify the actual change in circumstance that shows why the consumption would increase from 17,569kWh to 29,392kWh.
As of November 22, 2022, the contractor has submitted the requested corrections. The customer was contacted, and he is aware of the process moving forward.

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NV Energy is NOT a BBB Accredited Business.