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:09/16/2024
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.
Im being overcharged on my electricity. Theyre stealing from me and when I tried to call and asked him to explain whats going on and why this is happening. They get mad at me and think they have a right to tell me that I cant be frustrated about this They are **************** agent Not my fault that they are not educated enough to answer The questions that I have and they get mad at me and Im not the one whos going to sit there and take their disrespect if you all dont know how to train proper customer service agents because this is literally what customer service Is well the. I dont know what to tell you its pretty sad if you cant be a customer service agent
Business Response
Date: 09/18/2024
A review of ******************** account showed that electricity usage at the home increased in June, July and August.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. In General, customers in southern ********************** experience increased consumption in the hot summer months due to the extreme heat southern Nevada experiences.
NV Energy offers a variety of tools and resources to help our customers track and manage their ********************** usage. We always recommend using MyAccount to view up-to-date usage and cost information. There, customers can also access the online ********************** assessment, a free tool that provides usage information by appliance and compares the data to similar homes nearby. NV Energy offers a free in-home energy assessment for a more detailed look at the homes energy efficiency,including opportunities to save energy and money like installation of a free smart thermostat. **************** can schedule an in-home energy assessment by calling ************.

In addition, NV Energy provides energy assistance options for those struggling with high energy costs. For low-income customers, Low Income Home ********************** Assistance (LIHEAP) is available at dwss.nv.gov.
Customer Answer
Date: 09/18/2024

Complaint: 22286861

I am rejecting this response because:
its not whats going on specifically with the electric bill itself, its the customer service you all have. No one could answer my questions, everyone was rude and did not get a good reaction from me because of their attitudes and lack of knowledge and if you all do offer any type of help this is the very first time Ive ever heard about it. There are a lot of people who need a job right now. **************** is lacking at ********************

Sincerely,

*************************
Business Response
Date: 09/19/2024
NV Energy apologizes for the negative interactions you have experienced, and your comments will be forwarded to the proper department so that coaching can be provided to the representatives you spoke with.
Customer Answer
Date: 09/19/2024
This issue is not closed just because you all let that message yell at me on the Internet This state has some serious issues with the intelligence of the people that live here. I still have not got answers to why my bill is constantly being played with And how come every time I ask about it I get treated like c*** something illegal here is going on *********************** Who owns NV energy and Im gonna find out And make a big issue and get a lawyer involved because I firmly believe that they are stealing my money And you all wont do anything about it
Initial Complaint
Date:09/10/2024
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.
I am set to move into 1273 ******* ** on 9/11 due to the other tenant being kicked out. I spoke to a *** who stated I couldnt get service due to public record showing I have lived here when I was younger. They stated the balance had to be paid in full I then asked to speak to a supervisor who stated the home belonged to my mother (who I know nothing about) and her ex husband which as far as I know belonged to her ex husband only. The supervisor was very condescending and rude. I even asked if I could make a payment arrangement as I had just paid $5600 to move in on 9/11 and she told me no. I am set to move into a home that will not have any energy because I do not have $6,000+ to pay. I was denied service because I do not have enough money.
Business Response
Date: 09/10/2024
NV Energy utilizes ***** Nexus, a third-party identification tool to verify a customer identity avoiding fraudulent activity against our customers as well as the **********************. As Ms. ****** has stated, ***** Nexus has identified her as having an association with the address since 2016, as well as the current customer of record who is the owner of the property. Due to the account having a large balance due, NV Energy will require the balance to be paid in full prior to establishing new services for a new customer.
Initial Complaint
Date:09/09/2024
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 was charged a late fee by NV Energy for a June - July bill due on August 2nd bill even though I have automatic payments set up since July 17th with a confirmation email. I expected the bill to be paid automatically after signing up for autopay and as a result did not notice the missed payment. Because of this I made a payment for the bill due in September but the auto pay system suddenly works again and charged me even after I made a payment a week ago. So now I am being billed an extra $500. Their auto pay system is so terrible, or maybe deliberately does this to take money from you. I hope this can be resolved and need the late fee and $500 to be refunded immediately.
Business Response
Date: 09/09/2024
Ms. ** enrolled in NV Energy's Auto Pay program on July 17, 2024, and because her billing statement that was due on August 2, 2024, generated on the same day that she enrolled, it was too soon for her current balance to be drafted on her due date. However, on August 16, 2024, a new billing statement generated advising Ms. ** that the full balance due would be drafted from her bank account. Unfortunately, Ms. ** made a payment via NV Energy's website the same day that NV Energy drafted her payment resulting in her account having a credit balance.
Ms. ** contacted NV Energy requesting the credit to be refunded and although NV Energy's policy requires a 30-day waiting period prior to providing a refund, we have released the credit as of September 6, 2024, and a refund check will be mailed on September 9, 2024.
Initial Complaint
Date:09/04/2024
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.
NV Energy was impossible to get a customer service rep. ** credit card was illegally charged by someone else but have no way to contact this shady company. NV Energy United States ************ **Fraudulent activity Sep 03, 2024SPI*NV ENERGY ********* US$61.55-----Sep 03, 2024SPI*NV ENERGY ********* US$21.55Charges on my credit card were not authorized. I called NV Energy and you stay on hold for hours not minutes. The whole company seems shady. JT
Business Response
Date: 09/04/2024
Any fraudulent charges to a customer's credit card would need to be disputed through the customers credit card vendor.
Initial Complaint
Date:09/03/2024
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 had paid my electric bill on its due date which is August 24, 2024. I immediately took a screenshot right after saying thank you for the payment. Everything was good to go today has been 10 days since Ive made that payment and at 8 AM this morning, they shut my power off, I checked online to see what happened and it said that I still owed the August amount I checked my bank account. The charge wasnt there, but I had the screenshot that I had paid it. According to NV Energy, they said all they can see on their side is that a number or something was entered incorrectly, which couldve been true however, I am upset about this is the second time that this has happened within two months this is the first time that the power was turned off, but I was never notified. I never received any letter in the mail, no email or phone call letting me know that there was something wrong with my account. They just turned it off and my girlfriend relies on the Internet because she just got hired and the training schedule is really strict and she needs to be hardwired to the Internet plus she does use a medical device a nebulizer that relies on electricity because of her asthma, which is an accommodation that she can do her treatments during her shifts. Last month there was an issue with taking my payment from my checking account which I have more than enough money in there and it bounced it back, but at least they notified me that that happened so we were able to rectify it and there was no power turn off. I understand that I could be entering in a wrong number so I take responsibility for that however they shouldve at least notified me that they were going to turn power off. I also receive informed delivery and I have never received a letter from them and the mail. I want to get some sort of credit for my next month payment because every since we moved in the apartment in May of this year, theyve had the worst customer service and Ive never had this issue before.
Business Response
Date: 09/04/2024
On August 24, 2024, ****************** made an online payment for $213.97. When customers pay online, they are required to provide the information for the account they would like drafted to complete the payment.Unfortunately, it appears the banking information ****************** provided was incorrect as the payment was returned on August 29, 2024, with a reason code of "no account".

Due to this being the second returned payment occurrence on the account, ********************** services were disconnected without notice. NV Energy attempted to make a courtesy Televox call on August 6, 2024, however it was unsuccessful. ********************** billing statement dated August 7, 2024, provided a disclaimer informing him of his recent returned item and advising him of the possibility of a disconnection without notice in the event of a second returned item.
Customer Answer
Date: 09/05/2024

Complaint: 22233877

I am rejecting this response because:
while I take responsibility that when I copied and pasted the account number from my bank in the payment portal incorrectly, I was never contacted. I was never told by NV Energy that if your payment doesnt go through for a second time the power gets shut off without any notice. I understand that the issue was a wrong number inputted, but the fact that my girlfriend recently started using a nebulizer due to severe asthma and she could need it at a moments notice and she relies on it for work (internet), this was unacceptable. My reasoning for this is that it was a whole 10 days after the initial payment was made on August 24 that we couldve been reached out to at some point if you couldnt get a hold of myself, you couldve sent a letter in the mail that we couldve received it so we couldve fixed it so that this doesnt happen. It wasnt due to lack of payment that I didnt have the funds to cover it. Its just this couldve been communicated much better. I have never had any issues with this when I was in ********** with my previous electric company never had any issues and if there ever was in the 11 years that I was there, they always reached out to me because they wanted to build a good relationship with me. all I ask for is in the future. Please send me a letter to my residence with The address that you have on file, I do not want anything like this to happen again. I understand that you guys do not want to admit that the way that you perform your business may be on the wrong side, but I feel like you guys should apologize and reach out to your customers. This is **********************. This is still summer. It is hot and what if it was somebody who was an elderly person? You guys need to do better with communication. Thats what Im highly upset about.

Sincerely,

***********************
Customer Answer
Date: 09/05/2024
Hello I Just want to add that in the description that NV Envergy sent stating they reached out to me. That was the first time an incident occurred from the payment that was due in July. I received a voicemail which I was able to fix the issue immediately. But that was it and they never reached out to me this time. Again I know the issue was my fault but its the communication that NV Energy needs to handle different. Even read the reviews online about them, they dont have the best out there.
Business Response
Date: 09/06/2024
NV Energy attempted to contact the customer via phone after the second returned item was received, however, the call was identified as unsuccessful.
Customer Answer
Date: 09/09/2024

Complaint: 22233877

I am rejecting this response because: I never received a call from NV Energy. My phone is ********** in addition my girlfriend who works from home and can check her phone more frequently and can answer on my behalfher number is **********.

Sincerely,

***********************
Business Response
Date: 09/12/2024
After further review of ********************** notification preferences, he has only added his phone number for text notifications (not voice notification) for payment notices and ******************. However, he did not verify his phone number with NV Energy resulting in the absence of text alerts. ****************** can update his notification preferences in his MyAccount dashboard at NVEnergy.com or via the NV Energy App.
Initial Complaint
Date:09/02/2024
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 have an account with **********************, have had the same account open since 2017 but this current address since 2022. I have been late on rare occasions, I do acknowledge that. However, I don't understand why I am being charged a deposit of $350. We are a single income household, considered very low income and are on energy assistance. Clearly, we can't pay this. We're having troubles paying the regular monthly amount as it stands. Our house stays at 80 degrees in summer, otherwise our bill shoots up to $600, so we keep the thermostat high and hope to keep a decent bill around $350, but on occasion, a check falls on an odd day and we are a few days late. Our power hasn't been shut off, so I don't understand the huge deposit. I understand something under $100 maybe, but this is crazy. It's due in 2 days and I can't pay it, so what then? I get another fee tacked on? I don't understand how they can do things like this, we already keep getting rate hikes, so now we get huge deposits assessed too? What does the deposit even solve? What if I pay it and am late again? They keep it?
Business Response
Date: 09/04/2024
NV Energy has contacted the customer and addressed her concerns.
Initial Complaint
Date:08/27/2024
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.
NV Energy has assessed deposits on my three accounts and refuses to waive these deposits because they do not allow automatic payments using a credit card. I was previously informed that I could set up automatic payments with a credit card, which turned out to be incorrect. I am an Equal Payment Plan (EPP) customer, and I believe that as a result, the deposits should be waived. Additionally, I am requesting the waiver of a $30 connection fee.I do not have a checking account available for automatic payments, but I do have a credit card. Despite this, NV Energy's customer service has been extremely unhelpful, and their representatives have refused to assist me over the phone. This lack of support and the misleading information provided have caused significant inconvenience and frustration.
Business Response
Date: 08/30/2024
Although NV Energy's automated process does not recognize Auto Pay utilizing a credit card, customers are eligible for Auto Pay through NV Energy's third-party credit card vendor. Once ************************ establishes his Auto Pay account, the deposit can be manually waived.
Initial Complaint
Date:08/19/2024
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.
On August 17 of 2024 I called NV energy, looking to put the power bill into my name seeing as I just moved onto the property. I was informed by the customer service agent that there would be a small deposit due to the fact that I had $70 left over from an account that I had had prior that was years ago and that I would be able to turn service on into my name at the address that I was at And would be able to waive the deposit fee if I had auto pay turned on on the account upon getting into my name. I called Nevada energy and spoke to a different customer service representative today August 18, 2024 to be told that because theres an association with this address (meaning that this person is my friend) and has been my friend for a long time and I have had my personal mail delivered to his home address because I had been homeless Prior to getting a job and being able to rent that I was responsible for paying his past due balance. I know for a fact that this is illegal and I am not responsible for past due balance on account or responsible for even a portion of it. I asked for a payment arrangement willing to make the payment but being able to be worked with seeing as I dont make very much via Employment, but they refused and said I had to pay the entire past due balance. I will not be paying the past due balance I want to switch this into my name because this is the agreement that me and my friend who owns the house had agreed upon when I signed the rental contract. I will not be violating my lease for a company Threatening to take illegal actions and making me responsible for something which I am wholly not.The past due balance on the account is not even due yet either its due by August 21, and was specified on the power bill that additional time was provided to pay this bill. I am more than willing to pay a deposit due to my own past due balance from a previous property, but not of the amount of the past due balance on the account is currently.
Business Response
Date: 08/22/2024
According to NV Energy's identity verification service, **************** has association to the address she has requested to establish services as well as the occupant who currently resides there. Due to large past due balance on the account, payment will be required prior to establishing services in her name. To avoid responsibility, **************** would need to submit three documents providing proof of residency during the time frame she claims she only had mail delivered to the address.
Customer Answer
Date: 08/22/2024

Complaint: 22161440

I am rejecting this response because:
I was homeless prior moving to this location, and my previous address was the homeless shelter. The only proof I can provide is my old identification card with the address of the shelter. Its attached.
Sincerely,

***************************
Business Response
Date: 08/23/2024
Given the large unpaid balance on the current account in conjunction with the fact that **************** is associated with the address and the customer of record, ********************** reserves the right to deny services under Rule 6 (I.2) The utility may refuse service or refuse to resume service to the customer if the customer has obtained or attempted to obtain service by fraudulent means, unless the fraud or attempted fraud has been corrected.
To protect NV Energy and its rate payers, NV Energy will require 3 forms of proof of residency for ****************, or payment in full to establish services.
Initial Complaint
Date:08/17/2024
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.
Went to check my bill and saw I have been charged a $600.00 deposit. Apparently this practice is due to late or returned payments which I have had due to issues at my bank that have now been resolved by me switching to a credit union. Times are hard I have been late but my service has NEVER been disconnected! So to charge SIX HUNDRED dollars for a bill that is being managed is absurd and price gouging.
Business Response
Date: 08/20/2024
NV Energy's credit policy states that if a customer has 4 or more late fees assessed on the account and/or a returned item, a deposit can be assessed for 1.5 times the customer's average monthly bill. ****************** unfortunately has had two returned items; therefore, her account was assessed a deposit.
As stated in her correspondence, ****************** claims there was an issue with her bank, therefore, if she can provide a letter from her bank stating the issue was due to the error of the financial institution, NV Energy can provide a courtesy adjustment.
Customer Answer
Date: 08/21/2024

Complaint: 22156918

I am rejecting this response because:
I am not sure what letter you expect me to provide BESIDES me opening a new account at my credit union, I no longer have a relationship with the previous bank due to the discrepancies on their end. A $600.00 deposit for a bill that has never been terminated is ludicrous, especially when Ive called NVENERGY when I was having the issues with my previous bank. This is a completely unfair practice and I definitely feel discriminated against especially being other deposits have been waived without providing any additional documentation. Ive provided a receipt of me opening my new ************ account, even though this is a direct violation of my privacy on the companys end.
Sincerely,

*****************************
Business Response
Date: 08/22/2024
Generally, when a customer's financial institution is at fault for returning items erroneously, they provide a letter stating so. Since ********************** deposit assessment was the result of returned items on her account, ********************** will require a letter from her bank prior to waiving the deposit. Otherwise, after 12 months of excellent credit, NV Energy will apply the deposit with interest back to ********************** account.
Initial Complaint
Date:08/13/2024
Type:Customer Service 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 had service on at the address on this complaint form and closed out service on July ***** have not gotten the paper bill only shows online that I owe over ****** for a small 2 bedroom apartment. My bills before have ranged from ****** never over that amount and the closing bill for 15 days shows over ****** I have called and emailed customer service they say to wait and wait and wait. This is causing much stress and needs to be corrected as there is no way possible that I owe over ****** for 15 days of service
Business Response
Date: 08/13/2024
NV Energy reached out to ********************** and advised her that her final bill is incorrect, and our billing department is working on rebilling the account. She will be receiving a corrected billing statement in the coming days.

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NV Energy is NOT a BBB Accredited Business.