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:08/12/2024

  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.

  NV Energy has now Obvioulsy over charged me for the 3rd straight month.I have Solar Panels as well as Powerwall backup battery every other summer my bill has never been over $300 while Ive had solar. Before had solar my ******************* was never this high.I am on Time-Of-Use and EV Rider and charge my car only after midnight every night Nobody usually home all day during the day. Yet I have this bogus outrageous $931 billPosted on the ************** Page and everyone else also thinks my bill is insane and Obvioulsy a billing error. There people with 3 teslas and their bill isnt over $150 I only have 1 car and Im $931 yay no way. Yet getting in contact with NV Energy and getting bill corrected is impossible.

  Business Response

  Date: 08/14/2024

  After reviewing the account, it has been determined that the customer is utilizing roughly 20 KWH during the late afternoon, early evening, which is during peak hours. Due to ******************** being enrolled in the Time of Use program, usage during peak hours is charged at a higher rate. Additionally, after viewing the customer's hourly graph, it is suspected that their battery is discharging in the early afternoon to keep up with their usage. 

  It is recommended that ******************** has his energy storage device configured to discharge exclusively during on peak hours. Additionally, ******************** has stated that he only charges his electric vehicle after midnight, however usage graphs indicate very little usage between the hours of midnight and 6 a.m. I have attached copies of usage graphs from August 7, 2024, and August 7, 2023, showing the behavior is the same, however the usage has almost doubled.    

   

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22130425
  
  I am rejecting this response because:

   

   

  it is setup to deplet during 6-9pm so during **** times and I have sat here on the app and watched it not being discharged at 5:45pm still at 100% and then right at 6:00pm it starts going So that not the issue and have not been using any power between 6pm-9pm PST.

   

  I watched it last night it was 100% started at 6pm and at 9:37% still had 73% in my battery.. So there something else going on on YOUR end.

   

  I cant afford no bogus $931 ill have to file for bankruptcy over a power bill.
  
  Sincerely,
  
  ********************************

  Business Response

  Date: 08/15/2024

  To assuage the customers concerns, ********************** has submitted an order to investigate our equipment. Results will be provided to ******************** when they become available. 

  Business Response

  Date: 09/11/2024

  NV Energy conducted a thorough review of the customers *** configuration to ensure the issue was not on NV Energy's side. On August 26, 2024, NV Energy confirmed that the *** socket is wired correctly from the ** disconnect. 

  After reviewing the customers data, it appears that the customers battery is discharging from the early afternoon until around 7 p.m., and then charging the battery. However, generally the battery should be charged with the customers generations early in the day and discharge after. Because the sun is gone when the battery is charging, it must be pulling from NV Energy's grid; however, solar is not designed to do so, thus NV Energy sent a field investigation to verify the wiring.  

  Since the wiring has been confirmed, NV Energy suggests that ******************** reaches out to his solar contractor to check that their equipment is configured correctly and not erroneously pulling from the grid, as we have already verified the issue is not with NV Energy's equipment. 

• Initial Complaint

  Date:08/08/2024

  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.

  Our power in ********** is out, again. No communication at all as to why it is out and when it will be restored. Happens far too often.

  Business Response

  Date: 08/08/2024

  ******************** has the notifications on her account set to "do not disturb" which disables NV Energy's ability to provide updates during an outage. If she would like to receive outage updates, she can change the settings by signing into her MyAccount. Otherwise, she can contact customer service at **************. 

• Initial Complaint

  Date:08/08/2024

  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.

  Today, 8/07/2024, we had a new ************** Water heater installed to replace the same model that had failed due to wires in unit had shorted out due to over heating. Rheem replacing model under warranty. Rheem approved plumber made installation and hook up to electricity. When power was restored to unit the wire became overheated and smoking. Unit power shut off. Checked incoming voltage to house from NV Energy and found it to be 256 volts. This caused the overheating and also shut down our solar system. This is the third time this summer we have had to call NV Energy to reduce voltage. Each time it has been a "stuck" regulator. Last summer we had the same issue only the voltage was up to 260. That is enough to cause fires in homes. Supposedly the regulator was replaced. According to a NV Energy employee that was handling our issue on 07/25/2024, the regulator had not been replaced. They just keep "fixing" it. We are unable to use our new water heater and have not hot water. Unable to find any place on NV Energy website to file a complaint. This is not only a fire issue for us but for all homes on this grid.

  Customer Answer

  Date: 08/09/2024

  We need to amend our complaint as we have had further input regarding the problems with the electric water heater.  We want to be completely honest about our complaint.  A second opinion from another electrician has said it is probably not the amount of voltage coming into the house that is the problem with the overheating of wires in the water heater.   Therefore we would not be expecting any reimbursements for any problems we are having at this time with new water heater.   However, we are still very concerned about the amount of voltage that comes into our grid and our home when in it exceeds 252 volts.  This shuts down our solar system.  When it has been as high as 260 volts at a constant rate, we are in danger of damage to our appliances and even having a fire.  This affects us and all the residences.  As a result of these higher voltage periods, we are losing our solar and incurring higher electrical costs.  Our purpose in having solar is to help minimize our costs, help with the environment which in turn helps NV Energy meet their 'Green" goals.

   

  Let me know if there are any questions about this amendment.  I have also left a voice mail message at main number to call me.

  Regards,

  *****************************

  Business Response

  Date: 08/09/2024

  NV Energy reached out directly to ************** and advised her that an order has been submitted to get the damaged regulator replaced, which will correct the voltage issues she has been experiencing. 

  NV Energy's ******** Care Advisor provided ************** with her direct contact information should she need assistance in the future. 

  Customer Answer

  Date: 08/12/2024

   
  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.
  
  Sincerely,
  
  ****** And *****************************

• Initial Complaint

  Date:07/29/2024

  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.

  $100 payment made and received by NV Energy on 7/23/2024 (******** ******). Received notice from NV Energy that my service is scheduled to be disconnected during +100F weather on 7/26/2024 at 12:30. Called NVE customer service, call back received and was put on hold. I was combined on hold over 30 minutes. ****** received my call and after an extensive hold identified that the $100 payment was made to a closed NV energy account (closed May *********. He then stated the account payment is an automated system and that the pay error was my fault. I escalated the issue to the supervisor requesting confirmation that my services would not be disconnected and that account issue needed to be resolved. I was transferred to supervisor ****. **** verified that the payment was made but stated she could not provide written confirmation that my services would not be disconnected and that the automated system payment issue was my fault in routing. She confirmed that there was nothing NV Energy could or would be doing. At the conclusion of the call, I called NV Energy bill pay. I was routed to the account that was closed in 2018 with $0 outstanding balance. I am unable to pay to my current account. I called NVE requesting to speak with ****. I was disconnected. I called back and requested **** and was transferred to supervisor ****** who said **** was unavailable. ****** said he would send an email confirming that my service would not be disconnected. Email received 7/26 14:35 "There is no current order pending for disconnection of services at this time." ****** was unable to resolve the account payment issue. His recommended solution was to login online and make an additional online prepayment. I was unable to make additional prepayment, and ****** confirmed that he was unable to resolve the issue. I requested that NV Energy reach out with a resolution to the account payment issue. I have prepaid $100 and I am unable to pay to my active account with the only utility provider.

  Business Response

  Date: 07/30/2024

  ******************** made a $100 payment on July 20, 2024, through NV Energy's interactive voice response system (IVR). When prompted to enter his account information, he provided his social security number in lieu of an account number, therefore the system chose the default account to post his payment to. Unfortunately, that account was ************************ previous account which is now inactive. After speaking with a supervisor, his $100 payment was transferred from his inactive account to his active, therefore he is no longer in jeopardy of disconnection. Moving forward it is advised that ******************** input the correct account information when making payments online or via the IVR.  

  NV Energy would like to extend our sincerest apologies for the unpleasant interaction ******************** encountered as quality customer care is **********************'s top priority. A $25 kindness credit has been applied to his account and coaching will be provided to the representatives who handled his concerns.    

• Initial Complaint

  Date:07/19/2024

  Type:Sales and Advertising 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 not been able to log in to the NV Energy website for over one month now. After I attempt to login, a message pops up and says, "securely logging you out". I tried logging in with the phone app (Android) and on FOUR different browsers with the same issue (Firefox, Chrome, DuckDuckGo, Edge). I have not received any bills from them by email for either June or July which is very suspicious. Yes, I am still a customer. FIX YOUR WEBSITE.

  Business Response

  Date: 07/23/2024

  ******************** account was temporarily deactivated when she requested to have her account removed from the Time of Use rate, and unfortunately was never reactivated. **************** spoke with a billing representative and was advised the account would be reactivated, thus would be viewable online. 

  The account is now activated, and **************** has been granted an extension through September 11, 2024, to allow ample time for her to catch up. NV Energy apologizes for any inconvenience this may have caused. 

• Initial Complaint

  Date:07/03/2024

  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.

  I have been a great customer at ******************** for 8 years. Have never had missed payments or issues until end of last year when I switched to making payments directly from my bank account instead of a card. I tend to only keep enough in that account to cover the bills for the month. At the beginning of June, I was notified that my payment had failed, and fixed it with a card payment upon receipt of that notification. I saw that I would be charged a $10 fee for the issue, which was a bit of a bummer, but oh well. Come this month, I was hit with a $100 deposit to continue using NVEnergy. I called them and was informed that this happened once at the end of last year as well, which is why this deposit is necessary. The agent even told me that one was fixed immediately as well. I have adhd and neuro condition which makes my memory foggy at times, hence why I missed transferring the small amount of funds necessary for the payment to go through. I can provide documentation of these diagnoses. I will not be signing over HIPPA consent to a corporation, but I am happy to provide documentation in whatever form necessary should this prove relevant. The agent I spoke to lied to me and said that nobody at NV energy can waive this deposit. I've gone through previous complaints here and seen that is not true. On the grounds that I have been a stellar NV energy customer for over half a decade, I would like this deposit waived. A payment plan has already been set up to pay the full amount. I am happy to pay the $10 fee as that is reasonable, but I would like the deposit removed in full.

  Business Response

  Date: 07/08/2024

  Due to having two returned items in a 12-month period, ****************** was assessed a $100 deposit. As stated in NV Energy's credit policies, more than one returned payment and/or more that 4 late fees in a 12-month period will result in a deposit being assessed. After reviewing the account, ****************** has an excellent payment history outside of the returned items, which as she has stated were due to a banking oversite; therefore, as a courtesy, I have adjusted off the $100 deposit. Please be advised that it is imperative that ****************** follow NV Energy's credit policies closely moving forward, as the courtesy will not be extended in the future.  

  Customer Answer

  Date: 07/08/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/28/2024

  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'm not sure what's going on over at NV Energy, but what I do know is their app and their employees are a mess. I refuse to call them for anything at this point as their reps are rude and not helpful and I have to escalate the call to 2 levels of management just to get simple questions answered that their reps should be able to answer...and can not.That said, I just received an automated call from NV Energy claiming I had a check bounce. For the second month in a row, there is NO RECORD OF THIS alleged returned check on my bank statement. None. More importantly, I changed my due date in June to the 28th long weeks ago - when I signed up for the Equal Pay Plan. I've confirmed my due date is set for the 28th, but on the NV Energy app, it appears they have my due date as the 24th and processed a withdrawal - 4 days early. I'm beyond done with NV Energy and if I could change service providers I would. Unfortunately these people have the public by the over the barrel and do whatever they want without any oversight from any regulatory agency.They need to fix their system, refund any fees associated with these alleged return check fees and clear my account of them. I'm sick and tired of literally paying for the mistakes of NV Energy and enough is beyond enough.

  Business Response

  Date: 07/01/2024

  ************** account was previously enrolled in Auto Pay and her billing statement that generated on June 7, 2024, showed her balance due would be deducted from her bank account on June 24, 2024. ************** requested to change her due date to the 28th of each month via NV Energy's website on June 9, 2024. Unfortunately, because her billing statement had already printed, the new due date did not take effect until the following billing cycle, which is why NV Energy attempted to draft the payment on June 24, 2024. 

  ************** has stated that her financial institution has no record of any returned payments to NV Energy; however, NV Energy's records indicate several returned items in the last 12 months. If ************** can provide a written statement from her financial institution confirming her claim, NV Energy can open up an investigation. 

• Initial Complaint

  Date:06/10/2024

  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.

  Their website is defunct. I can't log in to check my bill. Nor pay. Every time I try to log in it logs me out.

  Business Response

  Date: 06/18/2024

  ************** does not have current active service with NV Energy. When service is inactive for longer than 6 months, customers are no longer able to sign in and access their account information online. Since ************** no longer has a balance or an active account, he will not have access to account information online. Should he have questions regarding his previous account(s), he can contact customer service 24/7 at ************.

  Customer Answer

  Date: 06/18/2024

  This is not correct. I have tenants staying at my home and they are being charged. As was I. I was also told by Nevada energy that energy bill cannot be placed in my tenant's names even though there was no issue charging me late fees at the beginning of this year since July of the previous year, 2023. I have a copy of my invoice if you'd like to recant your statement.

  Business Response

  Date: 06/18/2024

  NV Energy's records indicate services were taken out of ****************** name on June 30, 2023, and the final bill was generated on July 2, 2023. Due to no payment being received within 45 days of the final bill due date, the charges were assigned to a third-party collection agency. Full payment was received on February 5, 2024. 

  Because the account has a zero balance and has been inactive for over 6 months, ************** will not be able to view any account information online. Due to confidentiality, NV Energy is unable to disclose the status of accounts that are not in ****************** name.  

• Initial Complaint

  Date:06/04/2024

  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 and I actively have a payment plan but they keep sedning me disconnect notice and when I call then correct the mistake. My $90 that we agreed upon as monthly payment is what I have been paying. When I could not pay I called in and we worked out this agreement. I am a disabled veteran on a fixed income and getting a 10 day notice is stressful. I want the payment plan we agreed to stick I was in the hospital when I missed a payment and this plan was supposed to help not send me isconnect notices.

  Business Response

  Date: 06/05/2024

  ******************** was enrolled in the Equal Payment Program (EPP). EPP is not a discount program, rather it's a budgeting tool to help control costs while customers conserve **********************. Payments are calculated by averaging the customers previous 12 months of usage, allowing customers to make the same monthly payment moving forward. Because payments are averaged, payment arrangements are not available while on the program; therefore, any missed or partial payments are rolled over to the next month resulting in the charges becoming past due. Accounts with a past due balance are subject to disconnection if the balance is left unpaid. 

  ******************** has spoken with NV Energy's customer service and has requested to be removed from EPP; therefore, she will be eligible to set up payment arrangements in the future. NV Energy apologizes for the confusion this has caused and we are happy to work with her moving forward.  

• Initial Complaint

  Date:05/29/2024

  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 living with my Sister PT as a care taker , the power bill was under her name not mine, my Sister went into the hospital for 3 months and passed away , during those 3 months my Sister did not pay her Power bill and the agency responsible for paying did not pay either ,I was made responsible for the bill because Nevada Power Company told me that since i was related to the person living on the property and that because I was living at the property pt I would be responsible for her past due bill , do understand that is their policy but unfortunately there policy violates the law , I have talked with 2 lawyers that told me if my name was not on the account Im not legally responsible .I have talked with 5 supervisors at Nevada Power Company and they will not take my sisters remaining balance transferred over to me off

  Business Response

  Date: 05/29/2024

  NV Energy utilizes LexisNexis, an instant ID consumer verification tool to prevent fraud and verify the identity of its coatomers. When ******************** social security number was input into LexisNexis, NV Energy was advised that he has been associated with the address since 2014. Since **************** benefited from the electricity that was provided to the home, he is equally responsible for the balance. 

  NV Energy provides energy assistance options for those struggling with high energy costs. For low-income customers, Low Income Home ********************** Assistance (LIHEAP) is available through the state of Nevada Welfare. **************** can visit nvenergy.com/account-services/assistance-programs for more information and to apply.