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:10/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been on NV Energys Equal Pay Program for 2 years now in my apartment. I paid $125 a month with some minor fluctuation for most of that time. I just moved to a new place, and Ive been here for 3 weeks and I just got a power bill of $800. $86.60 for power, and $691.74 for miscellaneous charges. I called and asked why - and they said that I used more than the $125 dollars in power for the summer months and I would need to pay the balance in order to continue service. Apparently the Equal Pay Program isnt actually equal pay. You still owe the full amount of power you use, and they ************** it as one flat rate. Apparently, even though my app showed that I owed $0 dollars, I was accumulating a balance. Nobody contacted me in any way, and when I moved the program ended, leaving me with an $800 bill. When I asked about the contract, the person on the phone said there was no contract and that this is how it is. This is insane and now I dont know what to do. I would like to continue with the Equal Pay Program (at a rate adjusted for my new home) without the $800 price tag but I cant do anything without paying off the balance first. I have been an NV Energy customer all my life and I have never been late on a payment. I only ask for some resolution here.

  Business Response

  Date: 10/11/2023

  Equal Pay is not a discount or reduced rate,rather is designed to assist customers with managing their finances while encouraging energy conservation. One benefit of the plan is the averaging of a customers past energy bills to determine a monthly payment moving forward,which helps to avoid the high seasonal bills that can be experienced during the extreme hot or cold weather months. However, payment amounts are adjusted if it is projected to result in overpayment or under collection of $100. Because of this, we advise customers to continue monitoring their actual usage and we offer suggestions for energy conservation to keep actual costs low. Each bill while enrolled in Equal Pay displays all actual amounts that would be due if not enrolled in Equal Pay, as well as the Equal Pay amount due. In addition, participation in the equal payment plan is voluntary and may be discontinued by the Customer at any time during the plan year. Upon termination, any debit balance in the Customers account will be due and payable. For more information on the Equal Payment plan ************** can visit www.nvenergy.com/terms/equal-payment. 

  Customer Answer

  Date: 10/11/2023

  ************** has read and has been made aware of the terms and conditions of the contract - voluntary program in which he was a part of. At no point was I told when I signed up, that the company could (and would) charge me for any balance in which they saw fit. My electric charges during the summer were high. ********** electric usage this summer was high, in fact, historically so. I was not made aware that I would be penalized for moving. At no point was I told that I would carry a balance, or that that balance would come due if/when I changed the service address. I was told that I would pay a flat rate for power that would be adjusted every six months depending on usage. That was it. I had hoped that a company who controls the market giving us literally no other option - would be a little more transparent in your fine print. Im incredibly disappointed in the company, and in your response. 

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20727212
  
  I am rejecting this response because ************** has read and has been made aware of the terms and conditions of the contract - voluntary program in which he was a part of. At no point was I told when I signed up, that the company could (and would) charge me for any balance in which they saw fit. My electric charges during the summer were high. ********** electric usage this summer was high, in fact, historically so. I was not made aware that I would be penalized for moving. At no point was I told that I would carry a balance, or that that balance would come due if/when I changed the service address. I was told that I would pay a flat rate for power that would be adjusted every six months depending on usage. That was it. I had hoped that a company who controls the market giving us literally no other option - would be a little more transparent in your fine print. Im incredibly disappointed in the company, and in your response. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/12/2023

  While on the Equal Payment Plan, although customers are only required to pay the monthly payment that is established based on the previous 12-months of consumption, electricity is still being consumed; therefore, there may be months when customers pay less than they use and months when customers pay more than they use. In addition, monthly billing statements provide the actual amounts used as opposed to what was being paid. Since Equal Pay is an average over a 12-month period, cancelling the program mid-year can result in a debit balance being owed. Equal Pay is not a discounted program; therefore, customers are still required to pay for what they use. You can contact NV Energy's customer service at ************ to set up arrangements to pay your balance. 

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I receive emails from NV Energy regarding other service addresses I have never been associated with. When I call to get my email address removed NV Energy insists only the account holder can change the email address. They insist I must contact the other party. NV Energy is sending out emails with potentially personal information about their customers to other disinterested parties.

  Business Response

  Date: 10/02/2023

  NV Energy was able to identify two additional accounts separate from ********************** account as having the email address ***************** registered. One is a business name that is now inactive and the other coincidentally has the same last name of *******. I attempted to reach out to ******************, as I would like to verify, he wants both accounts removed from his email address, however, have not heard back. 

• Initial Complaint

  Date:09/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am receiving my NV Energy bill late each month from the company. For example, I received my invoice yesterday, Sept. 25, 2023, via ***** The invoice states I need to have it paid by Sept. 22, 2023, which is impossible to do. Furthermore, the payments that I have made in the past are continuously posted late. For example, I mailed a check to NV Energy on August 5, 2023, and it was not posted against my account until August 23, 2023. The check is mailed to ****, and it does not take 17 days to get to NV Energy. I inquired about this in the past and the representative stated there were having issues in posting payments. This is continuously occurring and when I mentioned it to the representative today, she stated they have never had any issues in posting payments and all my payments are continuously late. NV Energy is adding late fees to my account on a monthly basis due to their inability to provide invoices in a timely manner and the inept manner that payments are posted to the account.

  Business Response

  Date: 10/04/2023

  NV Energy has been trying to reach **************** regarding his complaint to verify some information, however, has been unsuccessful. At this time, it is imperative to speak with **************** prior to providing a resolution to his complaint. I have left a message with my direct contact information.  

  Customer Answer

  Date: 10/19/2023

  I called the representative several times to speak with them about the issue and never received a return call.

  This dispute has not been resolved, and NV Energy needs to reply to my message.

  Thank you,

  *****

  Customer Answer

  Date: 10/19/2023

  I called the NV Energy representative two different times and did not receive a phone call back.

  This issue has not been resolved.

  Business Response

  Date: 10/19/2023

  NV Energy was able to reach **************** and the issue has been resolved.    

• Initial Complaint

  Date:09/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was paying a monthly power bill, I signed up for equal pay five years ago, I was late in my payment but always paid. Now I have an up front disconnection of $2,049 due in full. This is an out rage. Who can afford a $2,049 solely because the terms an conditions I signed five years ago say you can't be late or you owe a deposit plus. The Equal payment is a scam with huge fees.

  Business Response

  Date: 09/27/2023

  The account for the address listed in the complaint is not under ********************** name, however, the account is currently on a payment arrangement, therefore the disconnection has been cancelled. 

• Initial Complaint

  Date:09/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 7th, I paid my bill using the NV Energy app. The amount was for $77 and a confirmation number ******** was provided. Funds were deducted from my checking account that same day. My bill due date is September 12th.On September 12th, I received an email stating that my payment was returned and that my $77 payment is still due. The money has been returned to my account. Thus causing my payment to be "late". This has happened numerous times with this company and has caused me late and other fees/penalties. I have called in the past and NV Energy refuses to help. My bank has stated they have never declined a payment from NV Energy for my account, but they see ********************** has taken payment from my account and returned it days later. Now NV Energy is forcing me to use Speed Pay through their app, a third party service that charges additional service fees rather than paying directly on their app.I have talked to several other consumers that pay using the NV Energy app and they have the same issues. This needs to be addressed.I do not wish to recieve any late fees or penalties due to NV Energy's lack of interest in fixing this seemingly very common issue, nor will I pay any late fees or penalties. I paid my bill before its due date, they provided a confirmation number, took my funds, and proceeded to return my money and notify me on the day of my bill being due.

  Business Response

  Date: 09/14/2023

  The return reason code received by NV Energy from ****************** banking institution is "account not found". This generally means that the account number entered by the initiator when making the payment was entered incorrectly, therefore, NV Energy was unable to process the payment. 

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20596948
  
  I am rejecting this response because:

  I am unsure how, if the account number is incorrect, money still gets drafted out of that account the same day of the payment. Yet returned a while later. My bank has even confirmed that NV Energy has charged that specific account, and returns the funds later.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/15/2023

  The return code reason of "No account/Unable to locate account" comes directly from the customer's bank. Every time ************** has attempted to pay with the bank account ending in ****, her bank has returned the payment with the same reason code. All of ****************** payments submitted with her debit card have been approved. ************** should confirm with her bank as to the correct routing and/or account number for her checking account. 

• Initial Complaint

  Date:09/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled in the Flex pay program offered last month because it claims to make payments lower and easier. This is NOT true and just the opposite. The average amount for my monthly bill during the summer (at the highest) is $200- $230. Last year at this time, my bill for July 7-Aug 5 was $$222.62 and Aug 6-Sept.6 was $230.28. My bill for this past July was $208.31. Within the month of August I paid $102.08 on Aug.1, $76.56 on Aug.22, $20.00 on Aug.25, and $100.00 on Aug.29. Now, within just a couple days after I made each of these payments I would receive text and email alerts that my balance was low and even received a TERMINATION OF SERVICE NOTICE. How was this helping or saving me money in just 1 month? Where were all my payments going? I had already paid a total of $298.64 within the month of August. I cancelled my enrollment on Aug.29 because it was clearly not helping me. Two days later I received an email notice that my bill is now $447.13 due by Sept. 18th. How is my bill suddenly over $600 for the month of August? Even after I've made payments adding up to $298.64? This means NV Energy is charging me more than double what my average bill should be. I should also add that I AM THE ONLY PERSON LIVING IN MY HOME which means I don't use much utilities. There is something very wrong here and I need a correction/ adjustment to my bill asap.

  Business Response

  Date: 09/05/2023

  Flex Pay is a prepaid energy service that allows customers to better plan around their lifestyle, schedule and budget. Flex Pay is not a discount program, customers are billed for usage they consume, rather Flex Pay is a pay-as-you-go service. In addition, Flex Pay participants can continue to pay down an existing past-due balance, therefore each time funds are added to the Flex Pay account, a percentage of the amount added, is applied to the past due balance. Since ******************** had a past due balance when she enrolled inti Flex Pay, 15% of each payment she made was applied to her past due and the remaining was added to her Flex Pay account. ******************** was only enrolled into the Flex Pay program from August 20, 2023, through August 31, 2023. Once her account was removed form Flex Pay, her previous past due balance became due. ******************** can contact NV energy's customer service if she needs to request payment arrangements at ************.  

  Customer Answer

  Date: 09/08/2023

  How could I have a past due balance when I have made payments every month? I was current with payments when enrolling in the program. This still does not make sense. There is still no explanation with facts or proof that that much energy was used in 1 month. Where is the math to explain the amount due? 

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20556811
  
  I am rejecting this response because:

  How could I have a past due balance when I have made payments every month? I was current with payments when enrolling in the program. This still does not make sense. There is still no explanation with facts or proof that that much energy was used in 1 month. Where is the math to explain the amount due? 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 09/08/2023

  A statement of account has been requested for ********************' account and will be mailed within 48 hours. 

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had solar installed and was working great starting in December, until January 29. Starting January 30, 2023, NV Energy all of a sudden has not received even 1 kilowatt from me. I do not abuse any utility. I have had Sunrun Solar out to check the inverter to make sure it is working, properly and there is no problem. My power bills just keep going up and was $171. for July, I do know July was hot but prior to that my system should be sending kilowatts continuously, nothing in my home changed from January 29 to the 30th. My system, per my Sunrun billing, is producing more electricity than I am using and therefore should be sending kilowatts to NV Energy. I did call NV Energy on August 21 and asked them to check their net meter to make sure it is turned on, the company said it was. It was suggested to me the meter could have been the problem or other people have had a situation where for some reason power sent to the utility company was changed from them getting kilowatts, it shows as consumption instead and being charged for those kilowatts being sent to them. I am almost 78 years old and have had to learn so much about electricity, kilowatts, *****, inverters, meters, etc over many weeks and probably 100+ phone calls. I was told by NV Energy to send an email with my problem, which I did, to which I received a secure email which would not be opened, nor what was needed to set up a password was not to attached. I called today to get zero help, the person couldnt get a manager so it must be me that just cant open the message. I have found NV Energy very uncooperative or untrained to deal with my problem, I am just being told you use too much electricity. I live by myself and have not changed anything in my life starting January 30th to use more electricity. I hope you can help me. Thank you.

  Business Response

  Date: 08/22/2023

  KWHR on a customer's bill only determines how much 'excess energy'is returned back to the grid in which NV Energy provides a credit for. When solar panels are producing power,it is going to feed the home first and if no one is home to use that power than that 'excess energy' gets pushed back to the grid and is what the meter records as 'KWHR' aka Kilowatt hours Received or Returned. If a customer is not sending kWh back to the grid, one of two things happening.
  
  1. Their consumption has increased in their home and they are using all the power their solar panels are producing and relying on NVE to supply all their energy needs.
  
  2. Their system has stopped generating energy.  Their contractor would have to determine this as NV Energy does not have the ability to see what this customer's panels are producing.  We can only see what their system has returned back to the grid that is in 'excess' of their needs. 

  NV Energy has agreed to test Ms. ******* meter for full transparency, however, it appears that her home is using more energy than her solar panels are generating. 
  
    

  
  

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a property in ***************. I placed service in my name in February 2023 . On 2 occasions, once in June and once in August 2023 someone has made an application for service at my address and has managed to have the power turned off. I was on vacation the 2nd time and my fridge was turned off with meat contents decomposing from August 1 to August 16 2023, at 110+ degrees, I called them immediately upon my discovery. NV energy spoke to me as though the problem wasn't with them and finally realized they had turned the power off. They told me I would need a supena to get the facts that transpired in order to seek damages. The fridge is no longer useable due to bio- contamination. I do not have funds to replace at this point..Sincerely, *****************************

  Business Response

  Date: 08/24/2023

  An NV Energy claims adjuster reached out to ******************** and explained that there is no way for NV Energy to prevent another customer from establishing services in their name at an address. NV Energy has offered to reimburse ******************** for the cost of his spoiled groceries in addition to the cost of having his refrigerator professionally cleaned.    

• Initial Complaint

  Date:08/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  the power bill has jumped up three time the amount and we have thermo at 78 degree and they saying now it the appliances and nothing has changed in that area ripping us off i am filing this on behalf of my son *************************** air force vet

  Business Response

  Date: 08/22/2023

  NV Energy understands that the continued rising costs of utility bills is challenging for many of our customers. Increases are due to an increase in fuel and purchased power cost as well as the Company's investments in highly efficient generation plants. The rates reflect cost for which the company is not allowed to receive any profit. Higher rates in conjunction with record high temperatures this Summer have resulted in higher-than-normal summer bills. Although NV Energy recommends customers set their thermostats at 78, temperatures outside can sometimes reach as high as ************************************************************************************************************************ the home low. After reviewing ************************ account, the bulk of his usage came from cooling the home. 

• Initial Complaint

  Date:08/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have been disrespecting me since I signed up with them and they altered my real name calling me buck I have written them over and over no one has ever used that name. My last name is ***** since ****. I have it on my Air ******** I have a DOD card I have a VA card I have my license with **********************. They want some documents that I dont have to prove my real name I dont need to prove my name they need to prove that they have a correct name which they altered. They had the nerve to change my last name and now I have to prove that its wrong.

  Business Response

  Date: 08/04/2023

  NV Energy utilizes a third-party ID verification tool, and we were able to verify the customers last name is ***** and not ****. The account has been updated with the correct name. NV Energy apologizes for any inconvenience this may have caused.   

  Customer Answer

  Date: 08/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************