Complaints

This profile includes complaints for PNM's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PNM

  414 Silver Ave SW Albuquerque, NM 87102-3226

  
• 

  PNM

  650 Fairgrounds Rd Alamogordo, NM 88310-6156

  
• 

  PNM

  51 Santa Fe Dr Clayton, NM 88415-3601

  
• 

  PNM

  PO Box 27900 Albuquerque, NM 87125-7900

  
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  PNM

  420 Railroad Ave Las Vegas, NM 87701-3859

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/20/2025

  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.

  In January of 2025 I removed budget billing from my account. My bills since October of 2024 showed that I had a credit of $35.28. Then once budget billing was removed from my account an "adjustment of $123.02" was added to my bill dated 02-04-2025. Where did this $123.02 come from? No other bills at ANY time showed that I owed this $123.02. The math works as such: bill dated 01-06-25 I owed $87.74 and bill dated 02-06-25 I owed $176.53 (87.74+176.53=264.27) ---- PLEASE NOTE ALL the bills since October of 2024 showed that I had a running credit on the front page of the bill of $244.28 (the $244.28 is my monthly budget bill amount of $209 plus my overpayment of the $35.28) ---- so as calculated my owed of $264.27-244.28=19.99. PNM disputs this. I asked why it showed my credit of the $35.28 on every bill since October of 2024 -the rep said "that was printed in error" I said no it wasn't. If PNM disputs this then they must give an account accurately for why they added this "adjustment of $123.02" on bill dated 02-06-25. PNM sent me a statement of account and it also does not show the adjustment of the $123.02 -- this amount was no where on my account or bills. Where did PNM add this adjustment of $123.02 from????

  Business Response

  Date: 02/03/2025

  Good afternoon,  
  It’s understandable that the customer is concerned about their electric bill. Upon removal from the Budget Billing Program, any variance in the customer's billing—based on their monthly energy usage versus the Budget Billing payment—becomes due on the next bill. If the customer has paid more than their actual energy usage, the credit will be applied to the next bill. Conversely, if the customer has used more energy than paid for, the balance will be added to their next bill.  
  PNM understands the confusion on the customer’s part as to how the total amount due was derived.  While the customer was on budget billing, they were using more energy than was covered by the budget billing monthly amount. Therefore, when the customer was removed from budget billing, the amount the customer had underpaid became due.  This amount is displayed on the 2nd page of the December bill as a “Variance”.  When looking at the total charges on the January bill, if the customer adds the Amount of the Last Bill, the Payments Received, the Current Electricity Charge, and the Adjustments, the total amount due is displayed correctly.   
  The adjustment listed on the January bill is confusing as it is the absolute value of the variance amount ($87.74) and the amount of the last bill ($35.28).  
  

  PNM appreciates the opportunity to assist. Please do not hesitate to contact PNM if you have any more questions or concerns.  

  
  

  Customer Answer

  Date: 02/04/2025

  Complaint: ********
  
  I am rejecting this response because:
  

  My bills since October of 2024 showed that I had a CREDIT of $35.28. Once budget billing was removed from my account an "adjustment of $123.02" was added to my bill dated 02-04-2025 as an amount that PNM said I owed.
  
  I did not owe $123.02 --- as I NEVER owed $35.28 -- ALL of my bills since October of 2024 showed that I had a CREDIT of $35.28.
  
  Upon removing budget billing it appears the computer may have calculated an amount owed as $87.74 variance amount then INCORRECTLY turned my credit of $35.28 into an amount owed which then totals the "adjustment of $123.02" which was added to my bill dated 02-04-2025.
  
  There is no confusion: the total amounts on my account do not accurately reflect what PNM says I owe on 02/04/2025.
  
  PNM explain in detail what the adjustment of $123.02 was that was added to my bill.
  
  Keep in mind NOT A SINGLE bill I saw stated I owed $35.28 -- that was always a CREDIT on my account.

  Multiple team leads have been reviewing my account and have stated over the phone that my account is "not adding up correctly" and I have been calling PNM for a few weeks now regarding this matter. PNM has not adequately answered where my CREDIT of  $35.28 is and why it has not been applied to my account correctly as a credit not an amount due.
  
  
  Regards,
  
  **** ****

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 02/12/2025

  Good afternoon, 

  We have made several attempts to contact the customer to explain the billing in further detail. We have been unsuccessful in reaching the customer. The billing is accurate, but PNM understands that it is written in a confusing manner. PNM has decided to credit the account for $35.28 for any confusion or inconvenience the customer has experienced. 

  Customer Answer

  Date: 02/18/2025

  Complaint: ********
  
  I am rejecting this response because:
  

  Only issue is PNM is making their response sound kind to say "we are crediting the account because there is confusion or inconvenience" NOPE Since October of 2024 I have had a credit on my account which is my own money of $35.28. There is no kindness on the part of PNM which has kept me waiting for weeks for the reimbursement of my own money --

  AND I have called and called and called to speak to PNM representatives so they cannot say "we can't get ahold of the customer" --- PNM has done me ZERO favors. The money in dispute has always been my own money that I overpaid and was waiting for a refund from PNM. The only confusion was when PNM messed up my account and turned my credit of $35.28 into a charge on my account which should never have happened.

  Be clear PNM you messed up my bill then made me wait weeks for the reimbursement of my own money. And your representatives told me multiple times that I owed it but that was untrue.
  
  
  Regards,
  
  **** ****

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:01/02/2025

  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.

  My house is a single family home and the amount that PNM has been overcharging us for services. I have 2 meters on my property one for home and one for garage. The amount in dispute is just for the house. I literally am paying PNM more than my mortgage. Please look on google maps and you will see my home is a single story mobile home. In October I was disconnected for the house and paid almost $1431.83 to reconnect. I was advised the deposit to reconnect would be waived; however I was charged it (although it doesn't show on my bill). If you look at my statements: 10/15/2024- $1431.83 12/16/2024- $1086.25 There is no November statement however I am getting charged services and a deposit. I paid another $735.41 today to avoid disconnection again. Again, it is extremely crazy to be charged this much for services. I am requesting a credit for services. We do have a household member that gets Snap and Medicaid; however the process to get assistance with a bill is not feasible for them to do. Thank you for looking into this.

  Business Response

  Date: 01/17/2025

  Good afternoon,   
  It’s understandable that the customer is concerned about their electric bill. If service is disconnected due to nonpayment, a reconnection fee and deposit are charged to the customer’s account. According to Rule 6 of the Public Service Company of New Mexico's Rules and Regulations, “Whenever service is discontinued for nonpayment of charges, nonuse, or similar reasons, as described in Rule 10, a charge may be made, pursuant to Rate Schedule 16, by the Company to cover the cost of reconnecting service when it is again requested.” According to Rule 6, the deposit is calculated as follows: "The maximum deposit for a Residential Customer shall not exceed one-sixth (1/6) of the estimated annual billings. To determine this estimate, the Company will use the most recent available twelve-month period of billing history at the same service location."   Rule 6 also states, “The Company will promptly credit or refund the deposit with interest after twelve (12) months of service if the Residential Customer is not deemed chronically delinquent in payments to the Company.”
  The customer’s November 2024 bill shows the reconnection fee and deposit under “Other Charges and Credits” and has been emailed to the customer today for their records.
  To ensure the meter is accurately recording usage, an order has been created to replace and test the existing meter, and PNM will reach out directly to the customer via email with meter test results.   

• Initial Complaint

  Date:11/06/2024

  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 am 9 days late on my electric bill. I owe $62.18. I received a disconnect bill on 11/6/24 (today), and if I don't pay $62.18 by 11/20/24 I will get disconnected. The remaining $75.40 is due by 11/27/24. I am LIHEAP and they are legally not allowed to turn off electric after 11/15/24. I have tried to get an extension as I am planning to pay Oct and Nov bill on 11/25/24. PNM won't allow this and every person I talk to gives me different information and several supervisors have purposely given me wrong information so that my service WILL ACTUALLY BE SHUT OFF. PNM is sentencing me to death over $62.18. I've tried to get help and PNM IS REFUSING. THEY WANT ME TO DIE. It's like I've become a sub-human overnight and am no longer afforded any protections under the law.

  Business Response

  Date: 12/05/2024

  Good Morning,

  I can understand Ms. *******s concern regarding the disconnect notice she received. The moratorium at PNM does not start until 11/15, and that is when accounts are evaluated. Ms. *******s account has been evaluated, and it was determined that her account protected. 

  Best Regards, 

  Mariah V**** 
  Performance Analyst 
  PNM | Customer Operational Excellence 

  Customer Answer

  Date: 12/05/2024

  Complaint: ********
  
  I am rejecting this response because:  Their response is a blatant lie.  Every rep I spoke with said my account was NOT protected and I had to pay in order for electric to not be shut off, even though the date was AFTER 11/15.  Had to take out a predatory loan in order to ensure electric stayed on as PNM wouldn't even give me a payment arrangement or payment extension.  PNM is a horrible company.  I will never have a kind thing to say about them and I really wish there was a different electricity provider where I live so I could switch.  Hate that I'm forced to give my money to despicable company.  
  
  
  Regards,
  
  ******* *******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:10/24/2024

  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.

  In 2002 I left Albuquerque and gave PNM my forwarding address to **** *** ********* ******* **. A couple of weeks later I received a bill for around $65 and sent PNM a Money Order for that amount. Fast forward to 2012: I returned to Albuquerque. When I contacted PNM for service, I was told that I had to pay a security deposit of $75 because of an unpaid balance of (around) $65. I protested telling them that I HAD paid the final bill, but they claimed there was no record of it. So, as annoying as it was, I said then let me pay the bill again. No! I was told, it has gone to collections and we can't accept payment! I said, "You're kidding, you're NOT going to accept payment? You're REFUSING to accept the payment you claimed you never received? That makes no sense! But you are requiring a security deposit instead? Fast forward again to now, October 2024. I've moved again to *** ******* ***** ** **** *********** ** *****. This time I was told that I now have to pay a security deposit of $295 for the SAME $65 bill from 2002 (22 years ago!) that PNM REFUSED TO LET ME PAY! And they wouldn't disconnect my service at the **** ***** ** ***** until today. I have been to their downtown office a couple times to speak to a manager or supervisor and no one would come speak to me. I left my number twice to try and resolve this. I was told a manager would call. NO manager has called. What's more, I never received another notice about the $65 bill. No collections agency ever contacted me about an unpaid PNM bill. After I sent the money order, I was done with it. I can't correct what I don't know has happened! But PNM has decided to operate punitively. I am a 76 year old senior living on Social Security. PNM is trying to force me to pay a punitive and excessive $295 security deposit to turn on service to my new location for a bill they refused to let me pay! Please help me resolve this. I want to pay the $65 again to end this charade. This policy is immoral.

  This is an update to the complaint I filed with the BBB Friday, 10/25/2024. I haven't received an official complaint case number from that submission yet. The old claimed unpaid bill that PNM previously refused payment for in 2012--ostensibly because it had gone to collections and they could no longer take the payment, remarkably became available for payment after I asked for the exact amount due and the old account number which was: ***************** for $58.88. This amount was paid on Friday, 10/25/24. Because of this claimed unpaid bill, PNM used their refusal to previously accept payment to justify a $295 security deposit to move my electricity from **** ***** **** *** ***** to *** ******* ** **** *****. In 2012 I was asked for a $75 security deposit when I returned to Albuquerque for this same reason, only they wouldn't let me pay the bill again then. I was offered a "one time" reduction of this deposit to $145, which is still far too high and punitive under these circumstances. A few years ago I missed a payment that I made up the next month--thinking I had paid the PNM bill, but hadn't. And I was late paying the bill this month when I moved from **** ***** **** *** ***** to *** ******* ** **** *****. I couldn't find the bill in the move and had to go to the payment center (that was closed) to see how much it was and pay it. I paid it Thursday, 10/24/24. How many $2 Billion dollar businesses are cash only in 2024? The payment center is open two (2) days a week--Thursday and Friday, customer convenience isn't a priority. The sign over their door says: "Come in, let's talk." Go ahead, try that. NO customer service person will speak to you, no matter how legitimate the need. None of the "managers" they said would call me, did. A "Lead" called Friday claiming some nonsense about previous 'gas' charges. Pat V************** is the CEO. Let's start there. I'm a senior on a fixed income. A $75 security deposit is more than enough. Thank you.

  Business Response

  Date: 11/05/2024

  Good afternoon,
  
  I apologize we have created such frustration for you, PNM should have called and addressed your concerns. We are reviewing recorded conversations and looking into why there was no follow up, this will be addressed internally. Deposits are charged based on payment history with PNM, looking into the account a deposit should not have been charged, the $145 has been adjusted and a credit will appear on the bill.
  I do want to be upfront and explain in the future if payments are late on the account or if the account is disconnected due to non-payment, a deposit may be charged. 

  Customer Answer

  Date: 11/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  **** ***********

• Initial Complaint

  Date:06/12/2024

  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.

  see attached I send in my meter reading every month since may 2023 estimates are off

  Business Response

  Date: 06/20/2024

  Good afternoon,
  
  PNM is allowed per New Mexico Administrative Code (NMAC) ***********, as approved by the New Mexico Public Regulation Commission (NMPRC) which is the State agency that regulates PNM, to estimate meter readings when we are prevented from getting a monthly meter reading (or, as in this case, if a customer who is on our self-meter read program does not report their meter reading on time) for various reasons, including but not limited to, access issues such as a locked gate or a dog in the yard, bad weather, vegetation blocking the meter, etc. In this case, the monthly meter reading for Nov 2023 was due between Nov 14 and Nov 16, 2023. The customer reported their meter reading online a day late, on Nov 17 (reading was reported online as 98021, as shown in the attached screenshots by date).
  

  At that point our billing system had already produced a bill based on an estimated meter reading of 97352 on Nov 16, 2023. Prior to the meter read date, PNM had notified the customer twice on Nov 13 and Nov 14 (as we always do) via automated phone AND an email of their upcoming meter read date of Nov 16, 2023 (please see the screenshot attachment).
  

  PNM sends these monthly reminders automatically when a customer is setup on our self-meter reading program every month at least three days prior to the meter read date.
  

  On Dec 15 and 16, PNM again reached out to the customer via automated phone call and email to remind them of their upcoming meter read date, Dec 18, 2023, and the customer reported their meter reading of ***** on time on Dec 18, 2023. (Please see the screenshot attachment)
  
  A bill was issued overnight on Dec 18 based on the called in reading of 99991. This customer reported meter reading shows that between their reported reading on Nov 17 of 98021 and the reading reported Dec 18 of 99991, that the customer used 1,970kWh in that 32 day billing cycle. I wanted to point this out specifically, because this the true cause of the large bill issued on Dec 18, 2023, and not a PNM error or issue with our estimated meter reading as I will explain in further detail below..  
  
  On Dec 21, 2023, the customer contacted PNM about the high bill issued for Dec 2023. We took a reading over the phone of 00172, which confirmed that the meter reading the customer reported on Dec 18 of ***** as being accurate. The customer was not satisfied with this response and escalated to supervisor that same day. The supervisor explained to the customer that his called in reading Nov was a day late, and the bill that month was estimated as a result. The supervisor also advised that we would rebill both the Nov and Dec bills based on the meter reading reported on Dec 18, 2023, after the customer requested that we do so. They also explained to the customer that this change to both months bills was likely to only make a minor difference in the total amount billed to the account.
  
  Please see the three attached bills. There is the original estimated bill from Nov 2023, Dec 2023, and then the corrected bill completed by our billing team for both Nov and Dec 2023. The original bills for Nov and Dec were $108.63 and $520.69 respectively, totaling $629.32. The corrected bill for both months was then issued on Jan 3, 2024. On page two of this bill, you can see that both months were rebilled to be based on the customers called in meter readings, as the customer requested – Nov shows 98021 as called in by the customer, and Dec did not change from ***** as reported by the customer. The total bill for Nov 2023 went up to $183.93, while the Dec bill went down to $334.85, totaling $506.00 as shown on the corrected bill. Overall, rebilling the account to remove the under—estimated meter reading in Nov did save the customer $123.32 by moving some of the usage from the original Dec bill to a lower block rate of usage on the Nov bill. As requested, the customers account has already been rebilled, with the total being reduced as demonstrated above, and also rebilled based on the customers own called in meter readings as they are requesting PNM to do in this complaint. As also demonstrated by the customer’s own called in meter readings, their usage did significantly increase between the months of Nov and Dec 2023. The customer’s account is not due any further billing corrections or decreases.
  
  With regards how PNM calculates estimated meter readings – Per NMAC ***********, electric utility companies must base an estimated meter reading based on historical consumption. PNM take two historical consumption records to come up with an estimated meter reading. First, we take the total usage from the same month during the prior year, and then the total usage from the month prior during the same year and add those two together. We then take the number of days of service for both months and add them together. We then divide the total usage form both months by the total number of days of service from those same months to come up with a daily usage average. We then multiply this daily average by the number of says of service in the month we are estimating to get a fairly accurate representation of the usage that occurred during the month being estimated. Admittedly, an estimated meter reading cannot take into account things like weather that may change a customer’s actual usage which may increase/decrease depending on a number of factors beyond PNM’s control. That is why these readings are just that – estimations. If, like in this case, we may have underestimated a month’s usage, causing a catch up bill the following month, PNM can go back and make corrections on a customer’s account to spread out the usage more accurately, usually resulting in lower total account balance.
  
  In conclusion, PNM has already rebilled the account for the timeframe in dispute as requested by the customer back in Dec 2023, resulting in a reduction to the total balance on the customer’s account. No further billing changes or reduction will be made on the customer’s account for this disputed timeframe. PNM is allowed to bill a customer based on an estimated meter readings but can make corrections later if the estimate turns out to be inaccurate. Please let me know if you have any questions. 

  Customer Answer

  Date: 06/25/2024

  Complaint: ********
  
  I am rejecting this response because: I had to pay a total of a $1000 for an incorrect bill. I would like to know when I sent in my meter reading for December of 2023, why wasn't the bill corrected to the actual meter reading for the month of December 2023.  P.N.M. received my meter reading for the month of December 2023 0n 12/18/2023 at11:24am and the reading at that time was # ***** and the conformation # ***************** was issued to me by P.N.M. I called P.N.M. on December 21 2023 and talked to a supervisor by the name of "Pablo" he said was his name. I gave him a reading on 12/21/2023 at 12:24 pm of # 00172 conformation # ****************** * received a corrected bill for January of 2024 for the amount of $506.00 from the previous bill of $520.00 for the month of December 2023. The meter reading for January of 2024 was # 02098  the conformation # ****************** I received a bill for February in the amount of $847.63 and the meter reading for February 2024 was # 03879 and the conformation # ***************** at 12:00 pm.  March 2024 I received a bill for $1,149.55 the meter reading was # 05539 at 1:00pm. I was informed by a P.N.M employee when i called in that P.N.M. estimated my read for the Month of January2024 and I would like to know why when my meter readings were on time. This is the 3rdf year in a row that P.N.M has done this to me. I have copies of my bills if the B.B.B. needs to see them and I have all my meter readings and conformation numbers from May of 2023. I would like for some organizations to see the process P.N.M. is using and see if this is a fair process. I had to start sending in my meter readings when I found out that P.N.M. meter readers were actually working for man power temp service. I would like to know how well did P.N.M. check out the meter readers back ground that they are sending into Our back yards and how did they train them to read meters and send in an estimations that effect some ones life. I would appreciate it if P.N.M. would explain their training process for the meter readers to the public so we can all understand.

  
  
  
  
  Regards,
  
  ******** ********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 07/03/2024

  As stated in my previous response, and demonstrated in the attachments I sent with that response, the corrected bill for $506.00 was for both Nov and Dec 2023. Please see page two of that attachment sent with the original response. This correct bill is for $506.00.
  
  The meter reading reported on Jan 16, 2024, was originally reported by the customer online too early, so our automated billing system could not use that meter reading to bill the customer’s account. However, the customer did call us on Jan 17, 2024, and we were then able to use that called in reading to bill the January account that day as it was no within the timeframe to take a monthly meter reading. The Jan 2024 bill was NOT estimated but based on the customer’s called in reading. Please see page two of the attachment labeled Jan 2024 Bill. Please also see the attachment labeled SOA (statement of account). Also, no payment had been made on the account at that point, so the total account balance was now $847.63, as there was a remaining balance of $506.00 from the corrected bill, and the new bill was for $341.63.  
  
  The next bill issued to the account happened on Feb 16, 2024, was issued based on the reading reported by the customer online of 03879. Please see page two of attachment labeled Feb 2024 Bill. At this point the customer account balance was $1,149.55, as again PNM had not received any payment from the customer at this point, and the new bill issued was in the amount of $301.92.  
  
  On Mar 17, 2024, the customer reported their meter reading of *****. Please see page two of the attachment labeled Mar 2024 Bill. The Mar bill was for $273.31, and the account was charged a late fee of $7.12 at this point since no payment had been received since Dec of 2023, brining the entire account balance $1,429.98.
  
  I must emphasize at this point that, with the corrected billing that occurred to the Nov and Dec bill, ALL meter readings used to bill the customer’s account during the timeframe in question were based on their own called in meter readings. I went over the only estimated bill that occurred in my first response, which was rebilled using the customers own meter reading.
  
  To conclude, the customer needs to report their monthly meter readings within the timeframe as listed on the meter reading schedule that was mailed to the customer in Dec 2023. PNM is not in violation of any NMAC rules or regulations with regards to this complaint. PNM has not overcharged this customers account, nor have we ignored his called in meter readings. No adjustments will be made to their account balance, which is based on the customer's own reported meter readings. 

• Initial Complaint

  Date:03/20/2024

  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 Monday of the week 3/18/2024 PNM removed the meter to my Unit #8, and since Monday I have had NO ELECTRICITY! Why would they not contact me , or the owner of the unit!!??

  Business Response

  Date: 03/27/2024

  Good afternoon, 

  Electric service at the address listed in this complaint has not been active for over ten years. When the complainant contacted PNM on Mar 18, 2024 to get power turned on, they were advised that they would need to talk to our new service delivery team, who would require that the customer hire an electrician to perform a safety inspection of all customer owned electrical equipment, make sure said equipment meets code, and have the local authority having jurisdiction also inspect and issue a green tag permit before we would perform our own inspections and reconnect power. There are no records that the complainant hired an electrician to have these inspections done. However, as we read every single meter in our service territory every month regardless if the account is active or not, and we found that the "inactive" meter at this premise was registering electrical consumption occurring at the property with the same address in this complaint. An order was placed to check for tampering, and we found that the meter had been "activated", but not by PNM personnel. We removed said meter as a result, and made safe the meter box, disconnecting power. This means that someone other than a PNM employee tampered with our equipment to turn power on for whoever is occupying the property. Given this complaint, it seems that the complainant benefited from this illegal and very unsafe tampering. 

  According to New Mexico Administrative Code (NMAC) ***********, PNM is allowed to disconnect electric service when tampering is found immediately and without notice to the occupant of the property. Further, PNM is allowed to assess tampering fees to the account of the occupant of the property that benefited from the unauthorized accessing/tampering of our equipment. And as this is a major safety hazard, power will not be restored until all the required inspections and permits are submitted to PNM by the customer's electrician. Tampering is very serious safety issue, and regardless of who did the tampering, they put the lives of the occupants and the property itself in great danger by doing this. Please let me know if you have any questions. 

• Initial Complaint

  Date:09/11/2023

  Type:Order 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.

  see attached On 8-1-23 I contacted PNM to let them know a light on my light pole at my house was out!! PNM told me they cant fix my pole because parts are old! Its on a program where I pay monthly for it! They wanted to cancel my service to pole but I advised them not too! They need to stand by their contract and replace or update my pole! (and or light) Ive never been late on any payments to PNM *NEVER*

  Business Response

  Date: 09/21/2023

  Good afternoon,

  I understand that the customer feels PNM is making an excuse in not repairing the light especially when we say that we cannot find any bulb replacements for the light fixture.  However, this is in fact the actual cause of why we haven’t been able to replace the light in question.  The light fixture itself is decades old, and requires older types of lightbulbs in order to be repaired.  There are no companies in the US that are manufacturing the bulbs needed to repair this light anymore.  And PNM cannot simply replace the light with a different fixture as PNM no longer installs private lights at all and has not done so for literally decades, so we have no stock of different replacement light fixtures; we only maintained the active lights in the field or removed the fixtures if the customer requested them to be removed.   
  
  With this in mind, I received some information on what PNM is looking into to possibly offer in the future.  PNM is currently working to determine next steps for private lights as we do not currently have the ability to fix the old fixtures (as mentioned above).  PNM will not be charging customer accounts for the private lights while they are not working, and PNM will be in contact with the customer once a path forward is determined. 

  I realize that this is not the immediate fix that that the customer is looking for from PNM, and I apologize for that.  We will not be billing their account for the private light in question, and once we determine what our next steps are, we will reach out to him to let him know what his options are.  I do not have a timeframe for when we will know what the next step in this process will be or when it might take place.  I will also add that customer does have the option to have PNM come out and completely remove the light fixture in question, and can then hire an electrician to have a new model LED fixture put in place.  If this is something he is interested in, I would recommend he reach out to our contact center by phone, online chat, or email for further details and to make arrangements for PNM to remove the old fixture.  Please let me know if you have any questions.  

• Initial Complaint

  Date:07/25/2023

  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.

  Pnm disconnected our service, as the person(my ex and mother of our kids) moved out and stopped her mail, i haven't spoken with her for a few months due to no contact order from a judge as a result of her domestic violence arrest so no payments have been made except for 350.00 from ****** on 7/7/23 so they just received a large payment this month. So anyway i followed the official advice and called pnm and everyone else to report our living change and have her name removed from our lives and records so we can start new service account billed to me. After I mention all this to pnm holine the bill collector said 1st I owe a bill at the address I lived at in the year 2000 she said it's 160 and **** ***** my wife is connected to that bill. And second she said this address where me and the kids live will not get service turned on in anyone's name until i pay tinas pat due bill which I've already paid my half on the 7th that even if I move the next Tennant will not have service as per pnm policy. Now my turn I've been under the control of a controlling gaslighting domestic abuser until now she's not to be connected to me in any way shape or form, so 1st the 160 bill I owe no problem for me to pay their problem to accept it AND my ex was not connected to that bill I had in 2000 because we met in 2006. 2nd not connecting in another name is BS THE PLACE I LEFT IN 2000 HAS BEEN connected this entire 23 yrs in other's names. Please accept my payment and start our new service at our home.

  Business Response

  Date: 08/04/2023

  Good afternoon, 

  The complainant is not the account holder of record for the electric service at the address listed above.  Nor is complainant an authorized user on said account.  As a result I am unable to address any of the concerns stated in this complaint as, pursuant to NM State Statute, PNM is restricted from giving out any customer without the account holders express permission.

  62-8-11. Consumer information; disclosure prohibited.
  A.     A public utility, as defined pursuant to Section 62-3-3 NMSA 1978, or its employees or agents shall not sell or disclose consumers' nonpublic personal information without the customer's permission or unless it is in accordance with standardized credit reporting practices, pursuant to the provisions of Chapter 56, Article 3 NMSA 1978 or the federal Fair Credit Reporting Act or other reporting requirements imposed on the public utility.  
  B.     Exempted from the provisions of this section are: 
  (1)     the public regulation commission pursuant to the Public Utility Act [62-13-1 NMSA 1978] and the Public Regulation Commission Act [8-8-1 NMSA 1978] and rules adopted pursuant to those acts; or 
  (2)     an action by a government agency or an officer, employee or agent of an agency acting on behalf of the agency to obtain telephone records in connection with the performance of the official duties of the agency. 

  Please let us know if you have any further questions. 

   

• Initial Complaint

  Date:07/25/2023

  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 have been trying to get PNM to send someone out to look at the wiring of the home I am renting. It is a house that was turned into a triplex. The wiring is old and clearly falling apart and the home is unsafe. The landlord won't do anything about it at all and it's a major electrical and fire hazard at this point. I am on the second floor of the building and it has rotten, unfinished wooden floors. The floors are hot and shock me, some parts of the wall near one outlet also shock me and are hot even when all the circuit breakers are shut off. I have called PNM about this and their uncaring customer support just causally shrugs and says they can't find my address in their system. This electrical problem has sent me to the ER 5 times in the last 2 weeks, I'm having heart pains and never have a had any health problems whatsoever before this. Some of my baby birds have died from a heart attack; that should never happen to baby birds! I have an EMF reader and most of the home reads somewhat normal ranges of electric activity (between 20-80 v/m) but one area, where it gets the hottest and the shocks are the most severe, near a strangely wired outlet, that area reads over 900 v/m! That is extremely dangerous. When did PNM stop caring about the safety of people??

  Customer Answer

  Date: 07/26/2023

  I receive PNM electric service. I pay a fixed monthly amount for electric charges, which are paid to PNM by the property manager.

  Business Response

  Date: 08/02/2023

  The type of issues the complainant is describing is related to customer owned electrical equipment, not PNM owned equipment.  The only PNM owned equipment located on a customer's property is the line that brings power to the property, the meter recording usage at the property, and possibly a transformer.  That is it.  The rest of the electrical equipment, including wiring inside of a property, is owned by the property owner.  The property owner is solely responsible for hiring an electrician to make repairs to customer owned electrical equipment.  PNM cannot inspect/repair/replace any customer owned electrical equipment for liability reasons. I would highly recommend that the complainant reach out to the property owner/manager for further assistance with these types of issues. 

• Initial Complaint

  Date:06/30/2023

  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.

  My modest-sized house has been empty for a year. Since Jan there has been only a small lamp on, and 3 security cams--which use very little electricity. (I checked their power consumption to figure out how much they use; it is insignificant) There is no refrigerator, no heating/cooling use, no appliances on, etc. When I received nearly identical bills this year of $70 (see attached), I thought they seemed high. (I assumed they were being estimated because before the house was empty, the electricity consumption WAS high; my husband was on medical support equipment.) I did not pursue these bills because I was dealing with his sudden death. Then I received a nearly $200 charge. I was told after calling in a half dozen times that I needed to perform a "load" test. I PAID an electrician to come out, and he concluded that the meter had to be faulty. PNM then tried to blame it on 'perhaps' a neighbour stealing power. (The house is in an heavily bouldered area where houses are hundreds of feet apart. My neighbors are all elderly and well-off. No one could or would drag hundreds of feet of power cord over these areas. Also, one external power outlet is in a LOCKED courtyard and the other is at the front of the house where one could not "sneak" in a cord. I also checked the cameras; no-one has been there. PNM changed out the meter and THE NEXT BILL WAS $39. PNM never called me after the new meter was installed. I had to AGAIN make several calls, none less than 30 minutes. The PNM final verdict was that the meter they removed "tested out o.k." and that it could not be in error. Equipment (digital or not) in NOT infallible. Again, why after PNM installed a new meter did the bill plummet to $39? The electricity consumption has not changed. I also trust the electrician I hired. I can only conclude that the PNM meter was indeed faulty OR--and I hope this is not the case--that PNM never actually tested their meter or that the results were incorrect or falsified.

  Business Response

  Date: 07/19/2023

  Good afternoon,
  
  The meter in question was exchanged and tested for accuracy back in June 2023 at the customer’s request and it passed the test for accuracy.  I must point out here that because PNM is the sole provider for electricity to customers in our service territory, we are highly regulated by the *** ****** ****** ********** ********** *******.  The ***** requires that all electric utility companies in New Mexico must use meters that meet certain requirements to be considered accurate.  Specifically, the meter must be able to pass an accuracy test within +/- 2% of 100 to be considered accurately recording a customer’s electricity consumption.  I have attached a copy of the meter test results for your convenience.  In the bottom left hand corner of the screenshot, you will see a section titled As Found Results.  Here, the meter averaged a 100.10% accuracy, well within the ******* accuracy requirements.  Based on the information available, it appears that the electrical usage in dispute in this complaint was actually used, and the meter accurately recorded this consumption.  The subsequent bills based on this usage are also accurate. 
  
  As far as what might have caused the unexpected usage, PNM cannot say with certainty.  PNM’s meters only measure the total amount of electricity flowing through them and into the customers property. These meters cannot tell the company what customer-owned electrical appliances are using this electricity.  PNM does not have metering technology that is able to tell a customer how they are using electricity, nor is this a requirement in New Mexico.  If a customer contacts PNM about a high bill, it does have troubleshooting tools available through its website and contact center that it can use to help a customer troubleshoot their high bill usage.  However, PNM must rely entirely on the customer to relate exactly how they are using electricity.  If a customer does not provide all the information needed for these troubleshooting tools to work, then the tools will only return inconclusive results. At that point, all PNM can do is test the meter to make sure that it was accurately recording the electrical consumption in question and recommend that a customer consider hiring an electrician to troubleshoot the customer-owned electrical equipment to try to find the cause of the unexpected usage.  Additionally, PNM does not offer testing of customer-owned electrical equipment due to liability concerns.
  
  To conclude, PNM’s meter was accurately recording the electric consumption that is currently being disputed in this complaint.  The subsequent bills issued based on this consumption are also accurate.  PNM is not in violation of any ***** rule or regulation with regards to this complaint, and no account reductions or credits will be issued pursuant to 17.9.560.12 NMAC.  Please let me know if you have any questions.  

   

  Customer Answer

  Date: 07/20/2023

  Complaint: ********
  
  I am rejecting this response because:

  The facts are this: 1.) The high meter readings ceased IMMEDIATELY after it was replaced. Why? 

                               2.) I paid a skilled electrician to test the house load and he concluded that the meter had to be at fault.

                               3.) No one has been living in the house, nor has anyone 'stolen' electricity as PNM suggested. See previous letter.

                               4.) This had never happened before, nor have I ever disputed charges.

  The first fact is enough. I have only PNMs alleged meter testing results as their defense. The burden of proof that has fallen on me and the extra expense of my paying an electrician is unfair. PNM has vast resources and all they have to do is say 'our meter is correct'. The question remains: Why did the high charges cease immediately after the meter was replaced?

  Regards,
  
  ****** **** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 07/26/2023

  As stated in our original response, PNM does not have the technology to be able to tell a customer how they are using electricity.  The ***** regulates nearly every aspect of our business and they do not require that any electric utility company in the State of New Mexico to be able to tell a customer how they are using electricity.  We cannot say why the usage dropped at this property after the old meter was replaced, however, our meter testing equipment, which is recalibrated annually for accuracy and is also subject to inspection by the ***** at any reasonable time, shows that the old meter was accurately recording the customers usage while it had been installed at the premise. 

  It is also very common for electricians to blame PNM equipment for perceived consumption irregularities when this simply is not the case.  The electrician does not have the equipment necessary to be able to test our meters, nor are they allowed to work on PNM equipment without our permission and have no way of actually knowing if our equipment is working properly or not.  But it is very easy for them to blame the utility company when they are unable to locate any issues with customer owned equipment. 

  To conclude, the meter was accurately recording the electric consumption occurring at the property while it had been installed at said property, and the subsequent bills issued are also accurate.  No account adjustments/credits will be made, as we are required by the ***** to bill our customers for their actual electric consumption. 

  Customer Answer

  Date: 07/31/2023

  Complaint: ********
  
  I am rejecting this response because:
  It contains no response other than to again try to foist blame on others, now claiming 'most electricians blame PNM'. And what electricians might PNM hire then? The ones that don't blame them? The electrician I hired is licensed and capable. The fact remains that the ONLY thing that changed was the PNM meter that PNM installed. I had called PNM before this new meter installation to ask about the high bills at the house (which was empty and remains so with no appliances or electrical devices running). The response was shrugged off with  "maybe your neighbors are stealing your electricity"--- which is ridiculous. (See previous letter).  PNM reluctantly changed the meter only after I called in (again) a few months later after confirming that neighbors couldn't 'steal' power and after having an independent electrician confirm usage. PNM would NOT come out until I had done their prescribed 'load' test--which I had to pay for since I can't do it myself.  The electricity bill dropped IMMEDIATELY after the meter was changed. I've done my due diligence and presented a logical argument. PNM expects their claim of meter 'testing' to be accepted, but not the testing done by an independent licensed electrician, nor the fact that their replaced meter is now reading appropriately for an empty house. If nothing else, a good business would go with the preponderance of facts and logic to care for a customer. As long as PNM continues to ignore logic and blame my neighbors and "most" electricians (as they claim), I'll counter with this: this case is yet another reason why the satisfaction ratings of this business are so abysmally low. 
  
  Regards,
  
  ****** ****   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]