Business Profile

Electric Companies

NV Energy

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Complaints

This profile includes complaints for NV Energy's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

121 total complaints in the last 3 years.
42 complaints closed in the last 12 months.

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

Initial Complaint
Date:03/14/2025
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 am writing to formally report ongoing power instability at my residence, particularly on windy days. The power frequently flickers and sometimes shuts off completely. Despite multiple calls to NV Energy, no action has been taken to inspect the power lines.We have confirmed that the issue is not related to our breakers, and even after replacing the meter, it continues to display an error. This ongoing problem affects our households safety and daily activities, and we need a resolution as soon as possible.I request that a technician be dispatched to inspect the power lines in our area and address this issue.
Business Response
Date: 03/17/2025
******************** experience 4 outages at his address in the last 12 months.The shortest outage lasted for 4 minutes and the longest for 5 hours and 12 minutes. The longest outage was due to scheduled maintenance and the other three were due to damaged overhead equipment and/or a damaged pole/wire.

Although NV Energy will exercise reasonable diligence to furnish a continuous and sufficient supply of electricity to its customers and to avoid any shortage of interruption of delivery thereof. It cannot, however,guarantee complete freedom from interruption. I have attached a copy of Rule 8,Continuity of Service for reference.
Initial Complaint
Date:02/27/2025
Type:Customer Service 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.
To Whom It May Concern,I am writing to formally file a complaint against NV Energy due to the insensitive and unprofessional treatment I recently experienced. I contacted their customer service department while hospitalized with cancer to request an extension on my bill. Despite explaining my medical situation, the representative I spoke with showed no empathy or willingness to assist me. Instead, they repeatedly focused solely on the payment without acknowledging or addressing my concerns.I understand the importance of paying bills, but I expected a basic level of compassion and understanding given my circumstances. The lack of empathy during such a vulnerable time was deeply upsetting and unprofessional. I am seeking a formal review of this incident and a more compassionate approach to customers dealing with medical hardships.I would appreciate your assistance in addressing this matter with NV Energy and ensuring no one else in a similar situation is treated this way.Thank you for your time and attention to this matter.
Business Response
Date: 02/27/2025
I spoke with Ms. ******* and advised that NV Energy's representatives are trained to sympathize with customers facing hardship and offered my sincerest apologies regarding her unsatisfactory experience. As a courtesy I offered to change her existing payment arrangement to adhere to her financial situation.
Business Response
Date: 02/27/2025
I spoke with Ms. ******* and advised that NV Energy's representatives are trained to sympathize with customers facing hardship and offered my sincerest apologies regarding her unsatisfactory experience. As a courtesy I offered to change her existing payment arrangement to adhere to her financial situation.
Business Response
Date: 02/27/2025
I spoke with Ms. ******* and advised that NV Energy's representatives are trained to sympathize with customers facing hardship and offered my sincerest apologies regarding her unsatisfactory experience. As a courtesy I offered to change her existing payment arrangement to adhere to her financial situation.
Initial Complaint
Date:02/19/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Good Morning, I just received a 25 point decrease to my credit score because NV Energy sent a bill that I had no idea was outstanding or that I was responsible for to collections without ever contacting me one time via phone, e-mail, or mail. This is unacceptable. I was a ********** tenant receiving financial assistance from the Energy Assistance Program. I want you to remove this bill from my credit report immediately since I do not owe you any money & paid my bill on time prior to moving out on 10/1/2024.
Business Response
Date: 02/19/2025
Mr. **** had services with NV Energy for the address located at ***************************** from October 21, 2022, through October 30, 2024,and was enrolled in Equal Payment. Equal Payment is not a discount, rather its a budgeting tool to help control costs while conserving energy. NV Energy looks at current energy prices and the customers ********************** use for the previous year to calculate the average annual bill and the average annual bill is then divided into 12 equal monthly payments.Because the monthly payment is determined by the average bill, customers may have billing periods when the monthly usage charges are higher than the amount they pay resulting in a variance in their Equal Payment. If Equal Payment is cancelled per the customer's request or the customer becomes inactive, any account balance becomes due and payable at the time. Because Mr. **** had a total account balance of $502.95 in his Equal Payment account when he requested to discontinue services,the balance became due and payable. After applying the deposit Mr. **** paid when he established services, his final bill charges due were $370.52. Mr. **** states he should not owe a balance because he received energy assistance;however, the last assistance payment he received was in August of 2024, and only left him with a small credit. Unfortunately, NV Energy is unable to forgive the debt since Mr. **** is responsible for the charges.
Customer Answer
Date: 02/19/2025
Complaint: 22961903

I am requesting an escalation to someone above the person whom provided this response. I will also be filing a complaint with the Nevada ************************* if this complaint isn't escalated and resolved to my satisfaction as soon as possible.
I am rejecting this response because the rebuttal provided here by the NV Energy was never explained, justified, proven, clarified, nor demonstrated to me whatsoever, so I am therefore not obligated to satisfy an outstanding balance that I had no knowledge of simply because NV Energy claims that I owe it.
Additionally, no one from NV Energy ever made any attempt whatsoever to call, e-mail, or mail me any correspondence whatsoever in this regard to discuss, explain, or resolve the matter and I have not lived at this address for 4 months. I cannot therefore be liable for this balance because it was suddenly sprung upon me without prior knowledge, consent, explanation, justification, or mediation, and so any collections attempts or reporting therein must be removed from all three credit bureaus immediately.

Sincerely,

**** ****
Business Response
Date: 02/19/2025
NV Energy discontinued ********** services as of October 30, 2024, as per his request on October 7, 2024. ********** final billing statement was emailed to the email address NV Energy has on file to ********************** on November 1, 2024, with a due date of November 20, 2024. Since ********** billing preferences were enrolled in paperless billing no paper statement was mailed. Due to the final bill not being paid as of the date due, ********** account was assigned to a third-party collection agency.
Initial Complaint
Date:02/10/2025
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.
Feb 3, 2025 I lost power to my residence. I called NV Energy and they sent a tech out. I was told my transformer is out of date, out of code, and leaking. I was also told the cable running from their transformer to my meter is too small, and out of code. NV Energy assured me it would be replaced within 3 business days. Here it is Saturday after, and I have no power in the middle of winter. I have called multiple times to their customer service line, and emergency line. NV Energy today, told me its not and emergency, and they will not be sending a tech to my location to fix the transformer. I have asked how old the transformer is, I was told originally its very old and out of code, and NV Energy said they dont know. I then asked if the transformer had toxic oil in it they didnt know that answer either. I have livestock in the area, and the cities fresh water well is less than a mile away if it is toxic. Its also a fire hazard to have a leaking transformer, and NV law states a leaking transformer is to be replaced within 48 hours. Again, I have no power. I have had an electrician come test everything on my end and its not anything on my property causing issues.
Customer Answer
Date: 02/10/2025
NV Energy just called me to schedule a disconnect/reconnect for Feb 21st so my electrician can install a new panel on my pole. I was informed if I call NV Energy again, they will change me $275 every time I call regardless of why I'm calling.
Business Response
Date: 02/24/2025
According to NV Energy's records, Ms. ***** was advised that NV Energy charges the temporary disconnect/reconnect (***) fee anytime NV Energy has to visit the property whether the *** is completed or not. NV Energy does not assess a fee for calling.
Business Response
Date: 02/24/2025
The transformer and secondary wire were replaced by NV Energy on February 21, 2025.
Customer Answer
Date: 02/24/2025

Complaint: 22917553

I am rejecting this response because:
I was told on Feb 21st by the on site technician that the wiring from the transformer to my weather head was not replaced. The transformer is new. And I'm grateful for that. However, the wires still are size 1 copper, rated for 145amps, not size 2 cable. So to my understanding, the wiring is still undersized for the 200 amp service being provided to my property.

Sincerely,

******** *****
Business Response
Date: 02/24/2025
NV Energy's ************ Manager has confirmed that the transformer and secondary wire have been replaced.
Customer Answer
Date: 02/24/2025

Better Business Bureau:

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

Sincerely,

******** *****
Initial Complaint
Date:01/24/2025
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.
Yes, so I had moved down from ****** to Nevada to stay with my in laws for a couple of months. I moved out in November of 2023, put power in my name out at their place. And Nv Energy is trying to say because I am associated with them and get mail there, that I am responsible for their over $5000 past due balance. Even though I should not have any kind of responsibility of that.
Business Response
Date: 01/24/2025
NV Energy utilizes a third-party identification tool called ******Nexis. Per ******Nexis, Mr. ******* has an association with the previous occupant of the home. Additionally, after a thorough investigation NV Energy has determined that the previous occupant is still residing in the home, therefore the unpaid balance has been transferred to Mr. ******** as transferring services into another persons name to avoid paying a debt is considered fraud against NV Energy.
Initial Complaint
Date:01/15/2025
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.
Dear NV Energy Inc.,I am writing to express my concern regarding your policy of disqualifying households with solar panels from the Equal Pay program. This decision directly contradicts the impression you have given to the public about supporting solar energy *********** a company that advocates for solar panel programs, it is surprising and disappointing to learn that you exclude solar-powered households from Equal Pay, especially during a time of significant inflation. Families who have chosen to invest in renewable energyoften at your encouragementshould not be disqualified and discriminated when seeking manageable and predictable utility costs.I would like to request an explanation for this policy and a formal letter to why solar powered homes are disqualified. I want also to know how NV Energy plans to assist families with solar panels in paying their bills in a more affordable manner. Are there any alternative programs or solutions available for these households to achieve financial stability, similar to what Equal Pay provides?This situation raises concerns about transparency and fairness, and I urge you to address this issue openly and make the necessary corrections to your public messaging. Consumers deserve to be informed of the full implications of investing in solar energy before making such a significant commitment.I look forward to your response and hope for a resolution that supports all your customers, including those who have chosen sustainable energy solutions.Sincerely,*** Go
Business Response
Date: 01/15/2025
Equal Pay is not a discounted or reduced rate, rather NV Energy offers Equal Pay as a budgeting tool to its customers. As Ms. ** has stated, she is a net metering customer and is billed under the current rate schedule, NMR-405, Tier 4. Unfortunately, customers who participate in the net metering NMR-405 rate, are not eligible for Equal Pay at this time.

NMR-405 customers receive a monetary credit for any remaining exported energy after monthly netting of energy delivered by NV Energy and the energy received from the customers system. The credits can be applied to future energy consumption charges, and any remaining credits at the end of the year are carried over to future bills.

Because Equal Pay is not designed to calculate monthly excess energy credits, NMR-405 customers are excluded to avoid billing discrepancies.

For more information Ms. ** can visit ************************************************************************************************;
Initial Complaint
Date:12/31/2024
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.
My electric was shut off for nonpayment. I switched to flex pay which they said I would need no money to switch it. I did it now. The electricity isnt coming back on. I have a new baby in the house and I cant wait any longer. What do I need to do to get it back on?
Business Response
Date: 12/31/2024
************* services were reconnected at 2:29 p.m. on December 30, 2024.
Initial Complaint
Date:12/03/2024
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.
After evicting a tenant, I contacted NV Energy in mid-October to establish service in my name. After collecting my personal information, including my Social Security number, I was informed that I would be held liable for the unpaid bills of the former tenant solely because we share the same last name.The tenant, although related to me, is an adult who entered into a lease agreement that explicitly included responsibility for all utility bills. The tenant provided NV Energy with her Social Security number, lease agreement, and all required documentation.I was told that electricity service would not be reconnected unless I paid the tenant's outstanding bill. This demand is baseless, as I have never resided at the property and had no involvement in her financial obligations. Furthermore, the electricity service was abruptly disconnected without proper notice.Demanding payment for another persons debts as a condition for reconnecting electricity is unethical and potentially illegal. Holding me accountable for the debts of another adult solely based on a shared last name is discriminatory and unjust. Additionally, the customer service representative I spoke with accused me of frauda baseless and offensive accusation that reflects poorly on NV Energys practices.NV Energys actions in this matter are a clear violation of fairness and decency, and the extortionate demand for payment has further exacerbated the harm caused.An immediate investigation into this incident, including a review of the decision to disconnect service without adequate verification.A formal apology for the inappropriate accusations and the extortionate demand made by your representative.Assurance that measures will be taken to prevent such situations in the future, including better training for employees and the adoption of fairer practices regarding account responsibility.Compensation or restitution for any damages or hardship caused by this disconnection and the extortionate behavior.
Business Response
Date: 12/03/2024
Ms. Carroll purchased the home located at *************** in December of 2023 at which time Ms. ********* relative put services into their name. NV Energy utilizes a third-party identification tool, ******Nexis and has confirmed that both Ms. ******* and her relative are associated to the ********* address and ************** address. Due to the association, NV Energy will require the balance of $1,016.62 to be paid in full prior to establishing services.

Because Ms. ******* owns the property and is related to the occupant who owes the charges, the balance will be required prior to establishing services. Unfortunately, NV Energy has no way of verifying that Ms. ********* relative has vacated the premise; therefore, the matter is considered a civil issue between Ms. ******* and her relative.
NV Energy, under Rule 6 (2) (b) (d); may refuse to serve or refuse to resume service to a customer for service under any of the following conditions:
b. If the Customer has obtained or attempted to obtain service by fraudulent means, unless the conditions constituting the fraud have been corrected.
d. NV Energy may terminate electric service without prior notice if the acts of the customer or the conditions upon his premises are such as to indicate to the utility his intention to defraud the utility.

As a courtesy NV Energy can establish services for ********** if she agrees to take responsibility and have the balance transferred to her account.
Customer Answer
Date: 12/04/2024

Complaint: 22633109

I am rejecting this response because:
I am writing to address your actions regarding my attempt to establish electricity service, which are not only unethical and discriminatory but also pose a serious threat to safety and well-being.
Your decision to disconnect electricity service without proper notice or justification is not just unfairit is dangerous. Electricity is an essential utility, and the sudden loss of service can lead to severe consequences, including injury or even death. Power is critical for maintaining safe living conditions, particularly in homes that rely on electricity for heating, cooling, refrigeration of food and medications, and the operation of medical devices.
In this case, you disconnected service based on a baseless demand for payment of a former tenants fully resolved bill, despite having no legal or ethical grounds to do so. Such reckless actions create serious risks, including:
Health and Safety Hazards: Vulnerable individuals, including the elderly, children, or those with medical conditions, can suffer immediate harm due to extreme temperatures, lack of lighting, or inability to use medical equipment.
Fire and Accident Risks: The absence of proper lighting or heating alternatives can result in accidents or unsafe attempts to compensate for the lack of electricity.
Potential Liability for Harm: If harm or fatalities occur due to abrupt disconnection, NV Energy may bear legal responsibility for negligence and endangerment.
It is unconscionable that NV Energy, as a utility provider, would jeopardize public safety by prioritizing an illegitimate demand for payment over the well-being of its customers. This is especially egregious given that the outstanding bill you cited has already been paid in full by the former tenant, as you are well aware.
Your actions amount to extortion, discrimination, and negligence
Sincerely,

******* *******
Business Response
Date: 12/04/2024
NV Energy is a well-regulated utility and operates under Nevada State regulations as well as those developed under the oversight of the *************************** of Nevada. Ms. **************** refer to the following link to view service rules as regulated by the *************************** of Nevada (PUCN). Rates and Regulatory | NV Energy.
Customer Answer
Date: 12/04/2024
Complaint: 22633109

I am rejecting this response because:
NV energy was paid. Please don't close this complaint.
I am writing to address your actions regarding my attempt to establish electricity service, which are not only unethical and discriminatory but also pose a serious threat to safety and well-being.
Your decision to disconnect electricity service without proper notice or justification is not just unfairit is dangerous. Electricity is an essential utility, and the sudden loss of service can lead to severe consequences, including injury or even death. Power is critical for maintaining safe living conditions, particularly in homes that rely on electricity for heating, cooling, refrigeration of food and medications, and the operation of medical devices.
In this case, you disconnected service based on a baseless demand for payment of a former tenants fully resolved bill, despite having no legal or ethical grounds to do so. Such reckless actions create serious risks, including:
Health and Safety Hazards: Vulnerable individuals, including the elderly, children, or those with medical conditions, can suffer immediate harm due to extreme temperatures, lack of lighting, or inability to use medical equipment.
Fire and Accident Risks: The absence of proper lighting or heating alternatives can result in accidents or unsafe attempts to compensate for the lack of electricity.
Potential Liability for Harm: If harm or fatalities occur due to abrupt disconnection, NV Energy may bear legal responsibility for negligence and endangerment.
It is unconscionable that NV Energy, as a utility provider, would jeopardize public safety by prioritizing an illegitimate demand for payment over the well-being of its customers. This is especially egregious given that the outstanding bill you cited has already been paid in full by the former tenant, as you are well aware.
Your actions amount to extortion, discrimination, and negligence
Sincerely,

******* *******
Business Response
Date: 12/04/2024
NV Energy is well within its rights underlined in Nevada's state regulation codes NAC ******* (Refusal to provide service) and NAC ******* (Termination of service: No prior notice).
Initial Complaint
Date:12/03/2024
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.
The nv lady ******** stated that cause we had not been able to fulfill our part she was not going help us we r both62 years old have no family help us all we want is to ask if ud be able get them please help us just 1 more time i have have surgery plus taken care my husband that had 2 strokes
Business Response
Date: 12/03/2024
Due to Ms. ******** failing to make a payment in the last 90 days, her services were disconnected. Generally, NV Energy requires the full balance to be paid prior to reconnecting services; however, Ms. ******** was offered to be reconnected with the promise that she would pay a portion of the balance. Ms. ******** unfortunately did not comply with the agreement; however, she has enrolled in NV Energy's FlexPay program, a pay-as-you-go service, therefore her services will remain on as long as she complies with the terms and conditions of FlexPay.
For those struggling with high utility costs, NV Energy provides several energy assistance options. For ********** customers, ********** Home ********************** Assistance (LIHEAP) is available at ***********., and additional assistance options can be found at *******************
Initial Complaint
Date:11/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Their system says **** was due today. The statement said 10 days from Nov 16 yet they turned off the power before the end of the bushes day. Also no one is answering their phones just a constant circle of computer saying i need to pay my bill and saying my balance is 0
Business Response
Date: 11/12/2024
NV Energy's records indicate that Mr. ****** recent billing statement dated October 24, 2024, had a due date of November 12, 2024, for his current charges of $384.40. Unfortunately, Mr. ***** also had a past due amount totaling $214.31, therefore his billing statement also included a 10-day termination of services notice along with the following statement:
This is a reminder that as of the due date of this notice your account is past due in the amount of $214.31. Please pay total past due amount on or before 11/06/24 to avoid an interruption of service.
Since no payment was made, his services were disconnected the morning of November 12, 2024. Mr. ***** spoke with NV Energy's customer contact and his services were restored promptly after he submitted payment.

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NV Energy is NOT a BBB Accredited Business.