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

  6100 Neil Rd Reno, NV 89511

• 

  NV Energy

  PO Box 10100 Reno, NV 89520

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:03/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - On 3/2/24 the power to my apartment jolted - This is not the first time this has happened - If certain devices are connected in rest, sleep, quiet mode, it can cause damage - I have a PlayStation 5 which I paid over $600 for which was in rest mode at the time - I MUST NEVER turn the device off abruptly when it is resting - Doing so can cause irreversible damage and corrupt the files of the system - I want to figure out why this is happening! It happened twice within the last week! - My PS5 is now showing that certain files are corrupted which means data and memory are lost - I am seeking an answer from NV Energy as to how they plan to rectify this damage to my property - I will exhaust all legal outlets until I receive a suitable response

  Business Response

  Date: 03/06/2024

  NV Energy has researched the event in which you experienced a power interruption.  We were able to determine that the outage was related to equipment failure and was not reasonably foreseeable where provisions could have been made to prevent the outage.
  
  Outages will occur in spite of any reasonable effort to prevent them.  Thus, our Operating Tariff does accordingly state that the power company shall be exempt from liability arising from such outages. Enclosed is Rule No. 8 Continuity of Service of that Operating Tariff,which grants the immunity.
  
  Under these circumstances, NV Energy will be unable to financially assist you in this loss.  

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21376746
  
  I am rejecting this response because: there is no way for NVEnergy to police themselves and say they did not cause the outage, this industry-self regulation is unfair to customers. Any company can do that and cover themselves, that is what this is for. When someone screws up they flock to this provision. Shortly after the complaint was submitted the outage happened again at 3:23pm. How does this happen with no notice on their end that something is wrong? If they can not pay for my damaged property I want to know what they CAN do. I will reach out to my renters insurance and see what they have to say about this. This is ridiculous! Paying $600+ and losing that equipment is extremely upsetting.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/06/2024

  All rules are regulated by the ****** Utilities Commision of Nevada (PUCN). As stated in Rule 8; The Utility will not be liable for interruptions or shortage of supply, nor
  for any loss or damage occasioned thereby, unless occasioned by negligence or wrongful act of the Utility. The outage in question was the result of inclement weather, which is out of NV Energy's control. We sincerely apologize for any inconvenience the outage has caused; therefore, we have applied a $25 kindness credit to the customer's account.    

• Initial Complaint

  Date:02/29/2024

  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.

  NV energy does not answer their phones. I placed a move service order on their website, but it doesnt seem to be processing through after days. I call and Im placed on hold for 20 minutes, then disconnected. Call again, placed on hold another 20 minutes then disconnected. Its incredibly unprofessional that both their website and phone services do not work properly. Now Im about to move and I dont know if Ill have power in my new home.

  Business Response

  Date: 02/29/2024

  According to NV Energy's records, the customer has a move out date from her current address dated for February 29, 2024, and the move in date for the new address is scheduled for March 4, 2024. Additionally, it appears the customer spoke with ********************** on February 29, 2024, at 10:54 am. 

  As stated in the complaint, the customer had difficulties reaching **********************'s customer service department. We apologize for any inconvenience this may have caused and are looking into what may have caused the issue. 

• Initial Complaint

  Date:02/28/2024

  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.

  (******************* account number )I am furious with the amounts that nv energy has been charging and lack of integrity and the lack of knowledge and empathy from the customer service department it disgusts me that you employ people let alone take advatange of people and charge deposits for stuff . I do pay attention to every bill and every charge on my accounts and here is my complaint , Please resolve this with a credit back to my account for the deposit i was charged for and shouldnt have been. Charged for July of 2023's statement which i was only there less month was a total amount due of $162.43 it stated on the bill to please pay by august 22 of 2023. A payment in the amount of $54.14 was paid on august 18th with a payment arrangment set up for the following dates 09/01/2023 in the amount of $54.14 that payment was not processed until 09/03/2023 and i called and ensured i would not have an issue there was a delay in my paycheck, and the final payment arrangment was on 09/15/23 which was for ***** and i over paid actually a total of $200.00. The new statement generated showing a total amount due of $181.55 due by october 16th 2023 and this bill did not reflect any type of credits from the overpayment i paid of $200.00 on 09/15/2023 which should have been to my understanding a credit forwarded of $37.57. A payment in the amount of $181.00 was made on October 12th via speeday another payment was made on October 30th in the amount of $81.75 . A new statement was generated for september through octobers statements in the amount of $167.75 due by novemeber 15th 2023, a payment in the amount of $86.00 was made on November 14th 2023. A new statement generated for October 24th through Nomber 22 in the amount of $48.49 due by December 15th no later than december 21st 2023 to avoid a deposit or late fee assessment, A payment in the amount of $148.49 was made on December 14th 2023, Another statement was generated for November 22 through December 22nd of 2023 in the amount of $225.42 to be paid by January 19th 2024 no later than January 24th to avoid the 1% late fee or deposit A payment arrangment was set up on January 20th where the first installment was set up to come out on January 30 2024 where i was advised this was not considered a late payment or late fee would not be assessed because a payment arrangment was set up before January 24th as outlined on the bill . A payment was made on 01/30/2024 in the amount of $75.14. The second installment of this payment arrangment came on on 02/14/2024 which was actually a double payment of $150.28 instead of the original $75.14 that was set up for the date of 02/13/2024 . You guys in turn assessed a deposit fee of $176.89 stating i was late on on three payments and demanded it be paid in 48 hours . I do agree with the late payment assessed on 09/01/2023. That is the only late payment i was able to confirm and locate on my nv energy account. The deposit fee was tacked onto my bill and you also said i defaulted on my payment arrangment which i did not default . I was a day late if that is considered late that is two late payments not three and in addtional to this it looks like you are also charging me another deposit fee again totaling over $200.00 dollars. I paid the double payment of $150.28 on february 14th 2024 deposit of $176.89 on february 22nd 2024 and finsheded my final installment payment on february 26th 2024 for $75.14 totaling $401.42 for just the month of february in a two week period NV energy has gotten $400.00 dollars from me . I pay my bills on time or set up an arrangment to make sure my bill is paid on time i live in a small apartment and the montlhy bill is already over $200.00 and this apartment is outdated and old , Where is the deposit fee coming from ? When i called customer service because the chat option is never available the agent i spoke to was extremly cold and rude was not listening as i tried to outline every date i made a payment and only wanted to tell me what they wanted to tell me and refused to listed to me and my frustration and said oh well pay the deposit or you will get turned off simple as that and hung up in my face. I am not paying another deposit i have not even been here a year and i have not been late or missed more than three payments as i have outlined I have maybe been late two and feel like the deposit fee i was charged and paid is owed back to me .

  Customer Answer

  Date: 02/29/2024

  NV energy is charging me another deposit of over 200 dollars after i just paid a deposit. So my bill just generated and its $432.00 and $458.00 thats including yet another deposit again for a late fee im assuming and im not late nv energy is literattly robbing people 

  Business Response

  Date: 02/29/2024

   As **************** has stated, she was previously enrolled in a deferred payment arrangement with NV Energy. Although she was making her payment arrangement payments within the grace ******* her overall account balance was past due. Although enrolling in a payment agreement prevents a customer from being disconnected, it does not prevent the assessment of late fees. Because **************** has been assessed four late fees in the last 12 months, a deposit for $285 was charged on January 30, 2024. NV Energy has no previous record of **************** being charged a deposit. 

  As a courtesy, NV Energy has removed the deposit from ******************** charges; however, should an additional late fee be assessed in the future, the deposit will be reassessed, and the courtesy will not be extended a second time. Additionally, a statement of account has been mailed to **************** detailing her charges and payments since she established services. 

  Finally, NV Energy provides energy assistance options for those struggling with high energy costs. For low-income customers, Low Income Home Energy Assistance (LIHEAP) is available through the state of Nevada Welfare and assistance is also available through NV Energy's *********************** for Energy (SAFE). She can contact ************ to apply.

  Customer Answer

  Date: 02/29/2024

  Please outline the 4 missed payments from my payments arrangments that where set up exact dates please

  Business Response

  Date: 02/29/2024

  Late fees were assessed on the following dates: August 25, 2023, September 27, 2023, October 26, 2023, and January 29, 2023. As previously stated, being enrolled in a payment arrangement does not stop late fees from being assessed. 

  Customer Answer

  Date: 02/29/2024

  Additionally you stated a  $285.00 was assesed but i just paid $176.00 dollar deposit a week ago which is a total of $461.00 dollars please explain this as well. Because i was just charged a deposit fee so you guys tried to add an additional deposit fee?

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21360443
  
  I am rejecting this response because: I will take the waived fee but i have not had service for 12 months. Ive been in

  my unit since july so its actually been a little over 7 months. So 4 late payments in 12 months is absolutetly false information. As outlined in my complaint there is a total possibly of two late payments within a 7 month period and i was already charged a deposit fee of $176.00 dollars last week that i paid and your telling me nv energy assesed an additonal $275.00 deposit fee which is why my bill is now reflecting close to $500.00 now? Please explain why I am being charged a double deposit. I was not late 4 times . I outlined the two possible times that my payments where considered late to nv energy. Please tell me the exact 4 dates where my payments where late. Again just to advise i have not been in this apartment for a year i have been here 7 months and have been late twice. Please respond with the exact four dates i was late on payments per your response.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/01/2024

  A statement of account was mailed to **************** on February 29, 2024, itemizing all charges, late fees, and deposits that were assessed since she established services. NV Energy's credit policy states that once an account has reached four late fees in a 12-month period, a deposit equal to 1.5 times the average usage will be assessed. Although **************** has had services for less than 12 months, she has still incurred four late fees. Additionally, NV Energy has no record of a previous deposit being charged.  

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21360443
  
  I am rejecting this response because:

  Please see the attached screenshots where a 48 hour notice was attached to the bill with an extra charge of $176.89 . This was paid on february 22nd after calling customer service they advised that charge was due to a late fee assesed because of the 4 missed payments that you where refering to and i needed to pay that amount before february 26th to avoid a disconnect . This is why i am questioning why nv energy assesed an additonal assement fee late fee of over $200.00  dollars. They infact already charged me a fee that a deposit that i already paid on february 26th in the amount of $176.89 per direction from the customer service department agent i spoke with
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/04/2024

  **************** received a 48-hour termination notice due to defaulting on the deferred payment arrangement she requested on January 20, 2024. When **************** was enrolled, her balance was $225.42, and she requested to have the payments split into 3 equal bi-weekly payments of $75.14. Her first payment was set for January 30, 2024, and the payment was received on time. The second payment was due on February 13, 2024, for $75.14, however, she submitted a payment for $150.28 on February 14, 2024. When a customer is on a payment arrangement, the agreement states that any new billing statements that generate during the arrangement are due in full on the due date. Because ******************** current billing statement for $252.03 was due on February 16, 2024, the payment she submitted for $150.28 covered her payment arrangement payment due on February 13th and $75.14 of her current charges of $252.03, leaving her a balance due of $176.89. A payment was submitted on February 22, 2024, thus satisfying the terms of the agreement and cancelling her termination. Because her final payment arrangement payment was not due until February 26, 2024, and her current billing statement posted in the middle of her arrangement, the double payment paid on February 14th was posted in the order the payments were due. 

  As previously stated, **************** was not assessed a deposit until February 28, 2024. Additionally, when a customer is on a payment arrangement, late charges still accrue until the account is caught up to current.  

• Initial Complaint

  Date:02/23/2024

  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.

  Illegal in ************. Stealing money from me, a third party, incorrect billing charges, not crediting the account, trying to make me pay for bills thats dont exist.I will be reporting Nv energy to the energy division as well. I want immediate assistance. I have a bill due 3/22/2024. $97 was due this month 2/22/2024.Nv energy received a check for $177 2/6/2024 from Hopelink a third party and did not apply it an accurately, took my money and did not provide proof of where the funds went. I also have a credit of $48 that is supposed to be credited to my account and ******************** is refusing to credit my account. I have sent in proof several times. NV energy is being reported as fraud to my bank, Nv energy will not get another ***** from me until this is executed properly. I have stopped all payments to NV energy until you all stop committing consumer fraud. Lastly, the supposed $145.00 thats due for my equal pay was never the original agreement. It was $97.00. The $145.00 is supposed to reflect 3/22/2024. Nv energy appropriated $145.00 for 2/22/2024 after telling me on a recorded line by a supervisor and with a witness, $145.00 was supposed to reflect 3/22/2024 NOT 2/22/2024.Today - supervisor FL25843 4:30pm PST, *****, 2/22/2024:- refused to place $48.00 credit to my account - refused to specify where the $177 went that HopeLink provided, did not allocate the funds correctly - refused to cancel the draft of $145 thats currently pending with my bank - stated I still owe money to NV energy after they just received a $177 check - lied and committed consumer fraud stating that the $145 was active for the equal pay program beginning 2/22/2024 - refused to confirm or assist at all, talking in circles and did not do anything for me the consumer nor my account This is financial stress, emotional stress, and consumer fraud I want an immediate credit issued to my account totaling $222.00 for my 2/2024 and 3/2024 *************.

  Business Response

  Date: 02/26/2024

  ************** established services at her address in March of 2023, and enrolled in the Equal Payment Plan (***) in June. Her payments were set at $145.00 per month; however, she stated at the time of enrollment that the home is vacant five months out of the year therefore requested for the *** to be set lower. NV Energy obliged and set her payments for $97 per month; however, she was advised if usage increased and her actual charges accumulate, her *** would be increased in six months.
  
  Due to having a large total account balance during the *** six-month review in December 2023, her January billing statement reflected the *** increase to $145 per month. Additionally, ************** had a selected due date for the 25th of each month, therefore, some statements reflect a balance forward, prior to the due date. When a customer chooses a selected due date, the meter read and statement print dates do not change,therefore, customers will occasionally see a balance forward on their statements.Due to ************** being enrolled for automatic monthly payments; her billing statements reflect the future dates of payments to be drafted.
  
  ************** stated that a third-party agency made a payment on her behalf and that NV Energy did not apply the payment accurately. NV Energys records indicate that the agency requested the assistance to be applied to reflect the two sperate billing statements they were assisting with. Therefore, payments were posted to reflect **************** actual charges for November and December of 2023. NV Energy posts payments exactly as the agency requests, therefore, any disputes ************** has with the way the payments were posted, would need to be addressed with the third-party agency. 

  Lastly, when her billing statement generated each month, the difference between her actual *** ($145) and the temporary reduction ($97) was calculated manually therefore, when ************** viewed her MyAccount in January, it appeared as though she had a credit of $48 because the manual calculation had not completed yet. When she spoke with a supervisor on February 23, 2024, her balance due was adjusted to reflect the difference, therefore, she has been given credit for the difference of $48. 

• Initial Complaint

  Date:02/18/2024

  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 enrolled in NV Energy's auto-payment system for years. The last auto-payment was processed on December 4, 2023. After that, the auto-payments ceased, and my account was removed from the auto-payment plan. I inadvertently discovered that my account was overdue and subsequently paid the outstanding balance.On February 6, I reached out to NV Energy at ****************************************** to inquire why my auto-payments had been cancelled and why I had not been notified. Aside from an automated response requesting the last 4 digits of my SSN which I provided, I have not received any further communication. I followed up with another email on February 12, but again, I did not receive a response.On February 16, I attempted to contact customer service by calling **************. However, the service was automated and did not address my issue, nor was it possible to speak directly with a representative.

  Business Response

  Date: 02/20/2024

  NV Energy has spoken to **************** and resolved his concerns. 

  Customer Answer

  Date: 02/20/2024

   
  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:02/15/2024

  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.

  Loyal customer for over 10 years. No late charges. No disconnects. ** now wants ****** deposit or access to my bsnk info. Predatory actions, discrimination, threats and intimidation, bad business practices at the least. My credit score over 800. This place is a severely bad business

  Business Response

  Date: 02/16/2024

  I Spoke with ********************** and explained that due to his account being assessed four late fees in the last 12 months, a deposit was charged. As a one-time courtesy, his deposit has been waived. ********************** is aware if he is assessed additional late fees in the future, the deposit will be recharged.  

  Customer Answer

  Date: 02/16/2024

  Hello and good morning.  I wish to close this file. I spoke with NV ENERGY this morning. I will admit I was wrong.  We were late on a couple of payments,  but all payments always made. Anyway, we have resolved this dispute.  The deposit has been waived.  Thank you for your assistance. 

  Customer Answer

  Date: 02/18/2024

   
  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.

  Hello and good morning.  I wish to close this file. I spoke with NV ENERGY this morning. I will admit I was wrong.  We were late on a couple of payments,  but all payments always made. Anyway, we have resolved this dispute.  The deposit has been waived.  Thank you for your assistance. 

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

• Initial Complaint

  Date:02/09/2024

  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 have contacted NvEnergy on numerous occasions since last summer (2023) regarding our exceptionally high power bills. We replaced everything we were advised to replace such as air-conditioning and heater, thermostat, water heater, etc. However our bills have not come down. Our unit has not been turned on for over 3 months but according to appliance usage report our heater is over $130. Our heat is propane. NVPower was very very rude when inquiring about the cost. I did not get any help from these rude people when asked to explain the $130 . My bills are sky-high according to neighbors with even larger homes whose bills are half of ours.

  Business Response

  Date: 02/09/2024

  After reviewing ******************** past usage, her usage has stayed relatively consistent over the past two years. For example, her average usage for 2023 was ***** kWh per month, and for 2022, she averaged ***** kWh per month. NV Energy tested Ms. ******* meter on August 14, 2023, and the meter was found to be functioning within the standards set by the *************************** of Nevada (PUCN).Although NV Energy cannot determine how energy is being used in the home,extreme weather, and older, failing appliances can be a factor. **************** states that her online energy assessment displays that $130 of her usage charges are due to heating her home even though her heating is propane. NV energy's online energy assessment is a tool that can help customers pinpoint where their usage may be coming from; however, since appliances are not separately metered, NV Energy cannot know for sure which appliance is causing high usage. 

  
  One of the rates that make up a customer's bill is associated with actual fuel and purchased power costs that NV Energy makes to ensure reliable energy service. NV Energy pays these costs upfront, and those costs are passed along to customers through quarterly rate adjustments that cover the cost from the previous 12 months. In 2022 the price NV Energy paid for natural gas consistently increased by more than 70 percent, peaking in January 2023. NV Energy has been recovering those costs through quarterly adjustments since. Unfortunately, rates must be set based upon what it costs the utility to acquire and deliver the service to the customers, not on the state of the economy. 

  
  If **************** is facing Finacial hardship, the Energy Assistance Program is available to help qualified residents who need assistance with their heating, cooling water and sewer bills. If she needs assistance paying her bill, the State of Nevada Welfare and ********** Services offers numerous programs regarding low-income, energy assistance, medical, etc. to help consumers who need assistance with billing and other matters.  In order to receive these services, she must apply directly with the agency and qualify for the services by going to www.****.**.gov or by calling ************** or visit its office located at *********************************************************************************** 89121.

  
  Finally, NV Energy is continuing to look at ways to bring low-cost energy services and offers a variety of ways for customers to reduce energy costs 10 to 20 percent by reducing their energy use. **************** can visit nvenergy.com/heretohelp for more information on these programs.

  Customer Answer

  Date: 02/09/2024

  To add, yesterday when I talked to a female supervisor,  I asked her why I was charged $131 for heating (according to their appliance report under my acct) as we use propane heat or our wood fireplace!  I told her our a/c heating unit was totally off.  She said the blower and fan runs and I told here the entire unit has been off for 3-4 months.  She said that report is not good.  She was one of the rudest employees of any company I have ever had to deal with. The above was just part of the conversation.   She was so terrible I hung up on her before I really lost my temper.

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21267233
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 02/14/2024

  Approximately 90% of our lights are LED.  There are only 2 of us living here.  We use the washer and dryer every **** days for about 3 loads.  The dishwasher is run at the most 1 time a week.  There just isn't any electricity pulling anywhere else.  I realize you have raised prices several times but out use is double our neighbors.  I have asked for someone to come out to help us but was told by a customer service manager we should have done that when we built the house.  Really, in 1980?  She also informed us we can't go by the usage report from NVEnergy on our account.  We have done, at great cost to us, everything suggested on how to lower our bills.  There has been no difference.

  Business Response

  Date: 02/15/2024

  According to Ms. ******** energy audit that was performed by NV Energy in August if 2023, there are 3 refrigerators/freezers in the home. One energy efficient refrigerator utilizes approximately $27 per month in energy costs. Additionally, when reviewing the customers daily usage trends, the usage appears to spike in correlation when the temperature decreases. As stated previously, NV Energy has tested Ms. ******* meter, therefore, faulty equipment has been ruled out. **************** has mentioned that she has compared her billing with that of her neighbors; however, every customer and home utilizes electricity differently, therefore, discrepancies are common from home to home. 

  After reviewing the account and the results from the special meter test, it has been determined that ******************** 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.

  Customer Answer

  Date: 02/15/2024

  I have begged NVEnergy for more assistance after we replaced the hot water heater, thermostat,  air-conditioning/heater ($9000).  We did everything they suggested but our bills are sky high. Nothing changed.  I don't believe refrigerators (small with 2 shelves) are causing such high usage. As usual NvEnergy is putting this problem off like they tried to help.  I can't believe they are getting  away with their answers and our problems are being ignored.

• Initial Complaint

  Date:02/08/2024

  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.

  I have tried to get through to this business several times to get signed up for services they offer, to change the # of homes and square footage of service so estimated efficiency is truer, to change averaged billing which is not based on increased need and to get a copy of bills for 2022 and 2023 for tax purposes. I have not been able to get through to someone who can facilitate these needs. It seems NE has cut itself off from contact with customers. I need help to resolve these needs as NE is not responding.

  Business Response

  Date: 02/13/2024

  ******************** was contacted by NV Energy and her concerns have been addressed. Additionally, she was provided with a direct contact number should she have additional concerns. 

• Initial Complaint

  Date:02/07/2024

  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 do care about my electric bill I'm always looking for ways to save electricity and it seems the electric company doesn't care my bill is more and more expensive every month what are we going to do to stop this we can barely make it were getting ripped off by this company's somebody has to do something is not fair fir the consumers..

  Business Response

  Date: 02/09/2024

  After reviewing ************************ recent billing statement, his usage and billed charges were reduced by 20 percent from a similar usage period in 2023. NV Energy tested the customers meter on April 13, 2023, and the meter was found to be functioning within the standards set by the *************************** of Nevada (PUCN). Although NV Energy cannot determine how energy is being used in the home, extreme weather, and older, failing appliances can be a factor.  

  One of the rates that make up a customer's bill is associated with actual fuel and purchased power costs that NV Energy makes to ensure reliable energy service. NV Energy pays these costs upfront, and those costs are passed along to customers through quarterly rate adjustments that cover the cost from the previous 12 months. In 2022 the price NV Energy paid for natural gas consistently increased by more than 70 percent, peaking in January 2023. NV Energy has been recovering those costs through quarterly adjustments since. Unfortunately, rates must be set based upon what it costs the utility to acquire and deliver the service to the customers, not on the state of the economy. 

  If Mr. ******** is facing Finacial hardship, the Energy Assistance Program is available to help qualified residents who need assistance with their heating, cooling water and sewer bills. If he needs assistance paying his bill, the State of Nevada Welfare and ********** Services offers numerous programs regarding low-income, energy assistance, medical, etc. to help consumers who need assistance with billing and other matters.  In order to receive these services, he must apply directly with the agency and qualify for the services by going to www.dwss.**.gov or by calling ************** or visit its office located at *********************************************************************************** 89121.

  Finally, NV Energy is continuing to look at ways to bring low-cost energy services and offers a variety of ways for customers to reduce energy costs 10 to 20 percent by reducing their energy use. Mr. ******** can visit nvenergy.com/heretohelp for more information on these programs.

• Initial Complaint

  Date:01/17/2024

  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.

  ive been out on surgery since the last few months as well as lost my job i finally got back home as i was in a skilled facitlity during my recovery, i have been a customer for years of ******************** and never had issues, my account is now past due i made a payment today that i can afford and was charged a deposit, i would please ask that my deposit be waived so i can catch back up on this bill if my deposit cannot be waived it puts me in a bind and then this balance will never get paid off. life happens we are human, im sorry my financials got messed up but please take this into account and work with me the agent on the phone was not willing to work with me or help me other than putting me on an arrangement plan.

  Business Response

  Date: 01/17/2024

  After conducting a full review of ******************** account, ********************** is not able to waive the deposit. In January of 2023, NV Energy provided a courtesy deposit adjustment, therefore, we are not able to provide the courtesy again. NV Energy can offer to waive the deposit if **************** enrolls in automatic monthly payments. He can do so by visiting NV Energy's website @ nvenergy.com/account-services/payment-and-billing. 

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21155956
  
  I am rejecting this response because: this doesnt address the situation someone needs to call to transfer my service into someone elses name. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/17/2024

  Changing the name on an account to avoid paying the charges is not a practice that NV Energy permits. If **************** is moving out of his residence and would like to discontinue his utilities, he can contact customer service to do so. However, should a new resident attempt to get services in their name, proof of residency will be required.

  NV Energy is required to abide by the rules as set forth by the ****** Utilities Commision of Nevada (PUCN). In accordance with Rule No. 6-The utility may refuse to serve if the customer is attempting to obtain services by fraudulent means.