Complaints

This profile includes complaints for Central New Mexico Electric Cooperative, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Central New Mexico Electric Cooperative, Inc.

  810 1st St Moriarty, NM 87035-1009

• 

  Central New Mexico Electric Cooperative, Inc.

  301 North Summit Avenue Mountainair, NM 87036

• 

  Central New Mexico Electric Cooperative, Inc.

  PO Box 157 Mountainair, NM 87036-0157

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:01/14/2025

  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.

  I have been getting charged inaccurate amounts on my electric bill and have had poor responses from Central New Mexico Electric cooperative. On a monthly basis, I have to call and argue with the company to correct my bill in which almost every occasion they have admitted their error. Although they have admitted their errors, they continue to bill inaccurate amounts to me on a monthly basis. The company admitted today that they add my home usage meter to the solar accrual meter and charge me for what I used AND for what I’ve accrued which is wrong.

  Business Response

  Date: 02/03/2025

  Regarding complaint of Mr. ******-

  CNMEC is aware of issues with certain meters that are set up for distributed generation.  The billing process normally should register usage generated by Mr. ******'s solar system vs. his useage supplied by CNMEC.  There is a program error that we are both aware of and have corrected for Mr. ****** by mailing him a manual bill that is accurate.  CNMEC is still researching the program issues and until we have resolved, we will continue to manually calculate the correct reads.  Mr. ****** also uses automated information from CNMEC.  That information auto populates from the program that is currently having issues.  His mailed bills and accounts receivable are, however, accurate.  His Smart Hub data will reflect the errors until we fix.  We have communicated these facts to Mr. ******.  CNMEC is always open for discussions and to provide assistance with our members.  We do apologize for this inconvenience but we are working diligently with our software company to remedy.

  Customer Answer

  Date: 02/04/2025

  Complaint: ********
  
  I am rejecting this response because:
  
  The response from CNMEC is unacceptable for the following reasons:

   

  1: CNMEC has know about this program issue for over a year now and the issue is still unresolved.

  2: I have been charged 5x what my bill should’ve been and argued with CNMEC to fix my bill in the past and was told if I don’t pay the ridiculously inflated and errored bill that they would shut off my power. I have asked for an account audit and the company has failed to do so.

   

  3: this month when I received my currently errored bill, I called and spoke to billing. They told me they are not using the program because it keeps calculating inaccurately. Instead, they are manually calculating the bill. I was told that they take what my solar has generated (approx 600kwh) and ADD that to what my home has used (approx 400kwh). Therefore, I am being charged for both what my home uses and what my solar generates according to the billing department’s explanation on how my bill is manually generated.

  CNMEC continues their reputation of being one of the worst businesses in NM and their response is generic and is a poor excuse for bad management.

  
  
  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: 02/18/2025

  1.CNMEC has know about this program issue for over a year now and the issue is still unresolved.
  CNMEC response-CNMEC became aware of the issue in October 2024 and began working on the problem immediately.  Members were contacted as we continued working with our automated meter reading software and billing software companies.  We fixed the issue with the meter readings but continue working with the billing software (thus the manual bill process until this last piece is resolved).  Ultimately, Mr. ******s mailed bills have each been correct.
  
  
  2. I have been charged 5x what my bill should’ve been and argued with CNMEC to fix my bill in the past and was told if I don’t pay the ridiculously inflated and errored bill that they would shut off my power. I have asked for an account audit and the company has failed to do so.
  CNMEC response-Mr. ******’s net mailed bills have been calculated correctly for each bill he has filed a complaint.  CNMEC has reviewed Mr. ******s generation and consumption thoroughly so while Mr. ****** feels he has not been heard regarding an account audit, CNMEC has reviewed the data and ensured that net bills have been calculated correctly.
  
  
   3. this month when I received my currently errored bill, I called and spoke to billing. They told me they are not using the program because it keeps calculating inaccurately. Instead, they are manually calculating the bill. I was told that they take what my solar has generated (approx 600kwh) and ADD that to what my home has used (approx 400kwh). Therefore, I am being charged for both what my home uses and what my solar generates according to the billing department’s explanation on how my bill is manually generated.
  CNMEC response-Respectfully, Mr. ******’s understanding of the net calculated bill is inaccurate.  CNMEC is billing Mr. ****** for the net kWh used.  CNMEC is receiving accurate generation from Mr. ******’s solar-we subtract those kWh from his total consumption.  The member generation is subtracted from the CNMEC kWh supplied.  The net is then billed to Mr. ******.  This has occurred on bills mailed to Mr. ******.  Mr. ****** has been billed the service charge and no kWh as he has over generated. Mr. ******s bills are accurate. 

  Mr. ****** is welcome to come into our office to visit with us in person for further assistance.

• Initial Complaint

  Date:04/03/2024

  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.

  Move here in June 2023 and these has been so many power outage here and they never answer phone we have to report the outage why so many outages I think I have had 15 to 20 outages now they know they need to fix a pole and they do it during business hour got a message for once a few days ago so they can't fix after business hrs or on weekend when less people are working on computers ... so why doesn't this happen in Albuquerque but here every other months something need to be done or fix

  Business Response

  Date: 04/08/2024

  Typed response is attached

  CENTRAL NEW MEXICO ELECTRIC COOPERATIVE INC.
  PO Box 157
  Mountainair, NM 87036
  PH: ************ FAX ************

  
  April 8, 2024

  
  Ms. **********,

  
  In response to the power outage complaint filed by a concerned member, Central New Mexico Electric, Inc. (CNMEC) respectfully
  acknowledges the occurrence of service interruptions affecting the Edgewood service area. These interruptions are each discussed below.
  Outage on 04/03/24 was a planned outage to replace a broken pole caused by a vehicle.
  Outage on 02/27/24 was caused by a broken jumper which was caused by high wind.
  Outage on 12/11/23 was restored when a relay panel was replaced at the substation. Said relay was scheduled to be replaced in our new
  construction work plan but required an accelerated change out per early equipment failure. We have not previously had frequent issues with
  equipment failing prior to its expected operational life. As a result of this equipment failure, other relay panel replacements have been moved
  up the schedule as priority for early replacement as well and are on order.
  The outage on 12/14/23 was caused by PNM’s transmission having a fault on the line. PNM’s transmission feeds power into our substation
  that supplies power to the Edgewood area. We have no control over these types of events.
  Outage 12/27/23 was caused by a broken ground wire blowing into the phase. Each time the wind blew the broken wire into the phase, blinks
  were created and eventually the system operated as it is designed to do for safety reasons in disallowing power flow. The repair was made,
  and we are currently inspecting the remainder of the line to verify assets are adequately positioned and operating properly.
  CNMEC invests its resources into tree trimming, pole testing, maintenance, and capital outlay. Having electric distribution services in 11
  counties, we have a large footprint in the center part of rural NM. We make every attempt to maintain and keep our system in good operating
  condition. However, with such a vast system, weather events such as windstorms (this last spring the winds were unusually severe) and
  lightning strikes, can at times make it difficult to keep all equipment and the infrastructure from having breakdowns which result in outages.
  Occasionally, there is damage to the system, of which we are unaware until moisture or wind occurs. We have also experienced other small
  outages due to issues with birds and other rodents getting into equipment and our substations. We continue to install bird guards and other
  safeguards to reduce these interferences.
  CNMEC has also faced considerable challenges with supply chain delays in obtaining necessary equipment for its system upgrades and
  rebuild projects. We are hopeful that some of the larger transformers ordered almost a year ago will be arriving soon.
  In addition to our current staff, CNMEC has hired two contracting crews full-time to assist with construction and maintenance due to
  CNMEC’s growth.
  CNMEC is also in the process of investing in supervisory control and data acquisition (SCADA). This will assist CNMEC further with grid
  monitoring and troubleshooting certain issues on our system.

  
  Sincerely,

  
  ***** *************
  CEO/GM

  
  This institution is an equal opportunity provider and employer

• Initial Complaint

  Date:07/13/2022

  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 continually notifying Central New Mexico Electric Coop that there is or I have a problem with my meter, or electric is be dispersed at a cost to me. Since the beginning of the year my Electric bill has increased by 75% or more. The last time I had informed them of this concern I was told by employee that I can have the meter checked out, but it would be at a cost to me. I strongly feel the error is on the part of Central New Mexico Electric Coop and for several years have had the cost and is due to error on their behalf. I recently had issues as to where I had borrowed money from friend to pay my electric bill, as I continue to fall on deaf ears when I explained the discrepancies of paid amounts that either had not been credited, or forcefully returned by Central New Mexico Electric Coop to have payments not reflected, and manually tampered with as they Central New Mexico Electric Coop, they had returned a money order stating check returned. Someone at Central New Mexico Electric Coop had to manually went into account to over look the payment was made by money order guaranteed funds. With Central New Mexico Electric Coop still claiming payments did not post, and informed members of family who helped out on paying the bill to report it as fraud so they were guaranteed to get their money back as Central New Mexico Electric Coop chose what if any payments would accepted as they gave random amounts and given he run around when I asked why the money order was returned and still to date no reason or why the money order was listed as a check payment returned and still to dated not posted or reason for this incident.

  Business Response

  Date: 10/13/2022

  September 27, 2022 
   
  Better Business Bureau 
  7007 Jefferson St NE Ste A 
  Albuquerque, N.M. 87109 
   
  I understand that many people are in trying times these days, and Central New Mexico Electric Cooperative, Inc. attempts to work with everyone who needs assistance. According to our records, you reached out months ago in July 2022 to discuss with one of our representatives a difficult situation regarding your electric bill. Due to uncollected payments the utility meter had been shut off. On July 6, 2022, the client received an email from a Central New Mexico Electric Cooperative, Inc. representative stating there had been three returned payments on the account in the last 30 days, due to various reasons, including that the payment had been reported as fraud by the card holder. Between July 6th through Jul 8th, 2022, the Central New Mexico Electric Cooperative, Inc. attempted to work with the client to collect the past due account, and to rectify the situation. It was at this time that the Central New Mexico Electric Cooperative, Inc. representative explained to the client that if a specific partial payment by a stated date that a reconnect order would be submitted, and the system would be flagged so the client would not incur an after hours reconnect fee. A card payment was attempted, however on July 10th it was returned by the financial institute when the transaction was reported as fraudulent by the card holder. The payment was reversed and a late fee was incurred. Given the return notice of non-payment to the account, the customer was notified and a utility disconnect notice was sent. The Central New Mexico Electric Cooperative, Inc. representative notified the client there had been 45 attempted, but declined, card transactions on the account using over 30 name, card, and expiration date combinations. This is highly suspicious activity, and was reported to the Moriarty Police Department on 07/11/2022. According to records from July 12th, 2022, the Central New Mexico Electric Cooperative, Inc. representative was continuing to attempt to collect the past due account, agreed to accept a partial cash payment up until July 21st, and notified the client that, due to numerous declined card payments to the account, no further card payments would be allowed to the account. On Jul 25th, the customer sent a very cursory email to the Central New Mexico Electric Cooperative, Inc. about her situation and demanded someone to come inspect and fix her utility meter, and was willing to pay for this service. No payment was received. An option was presented to the client to have her account set up on "budget billing". This was explained to the client that the outstanding balance of the account could be averaged over 12 months, and added to the regular monthly utility usage payment, in order to pay the outstanding balance in monthly payments. The 'budget' amount would then need to be paid by the due date of August 9, 2022. The client was also notified that if there were two late payments made to the account, the computer system would automatically drop the account from the "budget billing" option. The Central New Mexico Electric Cooperative, Inc. requested some forms from the client to help her establish payment assistance. The representative also scheduled the client's meter to be checked and tested, but this has not been completed as of yet. The Central New Mexico Electric Cooperative, Inc. representative has tried on numerous occasions to work with the client, yet has met with client broken promises and no payments made on the account. No further payments have been attempted or received since early July 2022. 
   
  Sincerely, 
   
  Mike L****** 
  Chief Financial Officer Central New Mexico Electric Cooperative 
  P.O. Box *** 
  ***********, N.M. ***** 
   
  

  
  

  Customer Answer

  Date: 10/14/2022

  Complaint: ********
  
  I am rejecting this response because:This Co-op is like any other corporation, corrupt and abides by its own rules, and attempts to defame and attack ones own credibility in ways or unrealistic or over exaggerated story telling, so they can believe the own lies. And believe their Untruths and other slanderous remarks to be fact. All aforementioned in their unrealistic truths has me besides myself, they claim to be concerned and willingness to work with you, etc. etc. Are all lies. Their unwillingness to respond in a efficient timely manner went on for months to come up with this fairytale story. If any bit of their response were true, they would have already have remedied the problem(s) and would have not escalated to where it is now. As I have stated before and will re state again, they have never offered me any opportunities and have continued to ignore my verifiable valid complaints as they openly admit in their fairytale story in what is called their response answered more than several months later. With all due respect I refute their inaccurate fairytale of a response.

  
  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: 11/22/2022

  The meter was changed out on 9/22/22

  Additionally, the meter that was pulled per members request was tested on 9/24 and it tested good.  

  Customer Answer

  Date: 11/23/2022

  Complaint: ********
  
  I am rejecting this response because: NO affirmation of meter being tested was in fact the same meter pulled from residence. No independent or witness other than employee of company to indeed confirm the alleged meter testing good. As the company all tends to believe or say is the truth and no other truth can exist or goes on a tangent in the land of make believe and began to story tell or believe their own lies and again that their truth is the only truth. Although I have to admit the company is now starting to listen to their customers concerns and complaints without being in the state of dictator ship the company has continually guided.  They need to be more accountable for their actions and responses, without customers where would they be. They are the only ones that provide ekectric out here or I would have gone with the company a long time ago.
  
  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]