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:11/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express my disappointment and frustration with NV Energys handling of my recent service disconnection. On October 23, 2024, I made a payment of $285 as part of a payment arrangement. I used an e-check via my saved bank account information. When I checked my bank account on October 29, I noticed the funds were still available, indicating the payment had not gone through. I immediately made the payment again, using the same saved information.However, on November 4, 2024, my services were disconnected without any prior notice, which caused significant disruptions for my family and me. I work from home and was unable to access my work systems. Additionally, I could not take my daughter to school, as my garage was inaccessible without power. My services were only restored at 11:05 AM after I made an additional payment, following a call to NV Energy.During my conversation with an NV Energy representative, I was told the initial payment failed because my bank account information was marked as account not found. While I appreciate the representatives assistance, I am concerned that NV Energy did not notify me of this failed payment. I should have been informed immediately to address the issue before disconnection. NV Energy routinely sends notifications for other matters, including missed payments and defaulted arrangements, so I am unsure why I was not alerted in this instance.I believe NV Energy should have provided prior notice of the pending disconnection on November 4, 2024. Had I received notification, I could have taken prompt action to prevent this disruption to my home and work life.Given the challenges this situation caused, I kindly request:1.An investigation into NV Energys notification policies for payment issues.2.Assurances that steps will be taken to improve notification procedures, particularly for failed payment verifications.3.Compensation for the hardship and inconvenience caused by this incident.
Business Response
Date: 11/05/2024
NV Energy received a payment for $283 on October 23, 2024, and the payment was returned by the customers financial institution on October 28, 2024. On October 29, 2024, the customer made an additional payment for $285, which was also returned by the customers financial institution. Both payments were returned with a reason code of "account not found" indicating the information the customer provided when submitting the payments was incorrect.
Customers with a prior return payment occurrence, within ************************************************************************************************* accordance with NAC ******* subsection 4. NV Energy attempted to make an outbound call regarding the customers returned payment and the disconnection, however the call was unsuccessful. NV Energy received a payment on November 4, 2024, and the services were reconnected promptly.
NV Energy apologizes for any inconvenience the situation has caused; however, it is the responsibility of the customer to ensure the correct payment information is provided at the time of payment.
Customer Answer
Date: 11/06/2024

Complaint: 22512100

I am rejecting this response because: NV energy did not call me before to let me know about a disconnection notice or returned payment. They usually send an email but NV Energy sent nothing which left me in the dark literally. And my services was not restored promptly, I paid NV Energy at 7:43 am my services was not reconnected until 11:03 am-11:05 am. I also find it mighty strange that NV Energy contacted me on November 5 stating my payment was returned and services was about to be disconnected and to call them back, when I called I was told the system was messed up but I wouldnt be disconnected it had old information and that it hadnt been updated yet but no worries though, I find that very frustrating and concerning.

Sincerely,

****** *******
Business Response
Date: 11/07/2024
In accordance with NAC ******* subsection 4, NV Energy is not required to notify customers of a disconnection due to a returned payment, however, NV Energy makes every attempt to notify its customers of a disconnection by providing a courtesy call. As NV Energy stated in our previous response, the call was attempted, however was unsuccessful.
Initial Complaint
Date:10/30/2024
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.
10.28.24 I was put on a payment for a bill that was almost $700 for a light bill. Now my light company is saying I have penalties because Im on a plan that they offer and they are now trying charge me $470 for a deposit fee because of the payment planning they offer its customers. I have paid on time with the payment arrangements. They are already charging us high bills and are now charging $470 for payment arrangements that they offer. I would like to get it waived. I called and spoke to someone and she said they cant waive it. This is crazy
Business Response
Date: 10/30/2024
Although NV Energy offers customers the option to spread their past due charges amongst several payments, the charges are still past due, therefore late fee assessments are not halted during that time.

On September 26, 2024, Ms. ********* account was assessed its fourth late fee in a 12-month period resulting in a deposit charge for $470. Unfortunately, since NV Energy provided a courtesy deposit adjustment in 2020 for Ms. ******** NV Energy is unable to waive the deposit a second time.

Once Ms. ******* has reestablished 12 months of satisfactory credit, the deposit will be applied back to the account with interest.
Customer Answer
Date: 10/30/2024

Complaint: 22492816

I am rejecting this response because:

Sincerely,

***** *******
things are hard for everyone people cant afford these high bills already and you guys are robbing people. That fee needs to be waived. That was five years ago you waived for us. Thats not fair and I will like the fee waived. Im unemployed and I cannot pay the bill at this time.
Business Response
Date: 10/31/2024
NV Energy provides energy assistance options for those struggling with high energy costs. For ********** customers, ********** Home ********************** Assistance (LIHEAP) is available at ***********.
As a courtesy, NV Energy can offer the option to adjust Ms. ********* existing payment arrangement; however, we are unable to waive the deposit.
Initial Complaint
Date:10/21/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
NV Energy terminated my services at my apartment without making positive contact with me. I returned from vacation only to come home to a dark apartment. My electricity was officially turned off on October 14, 2024, because someone alleged that they were moving into my apartment. One that I have lived in since February 2020. The only method NV Energy used to notify me was by The ****************************. Since I was out of the country - I did not receive the letter until I returned from my vacation. NV Energy had various other ways to contact me. They could have sent an email, the could have sent a text or at the very least the could have called. None of these other methods of communication were used. Instead, they turned off my electricity without confirming that I was moving. I am a flight attendant so I am gone more than I am at home. If I was working I also would've not received this letter. The fact that NV Energy can simply turn off your electricity without making positive contact with the current resident is a policy that has to change. If NV Energy can mail a letter letting someone know that new services were requested at their address, certainly the can send an email or a text message confirming this information. NV Energy needs to be held accountable for turning off electricity and for not making positive contact with me. I do not want this to happen another NV Energy customer. Their current policy needs to be changed in order to make sure that they make positive contact with the person whose electricity they are planning to turn off. Letters are lost in the mail every single day. Mailing a letter to inform someone that their electricity is going to be turned off can not be the only form of communication sent to a customer.
Business Response
Date: 10/22/2024
As Ms. ****** has stated, utility services at her address were erroneously taken out of her name due to another customer requesting to accept responsibility for the services. Ms. ****** was advised by NV Energy's customer operations that we do not refuse services to anyone who is requesting to take responsibility; however, as a precaution, a courtesy letter is mailed to the previous customer to inform them of the request. I realize that Ms. ****** is dissatisfied with the method of correspondence; however, at this time, NV Energy only provides a letter via United States Mail.
We appreciate Ms. ******** recommendation to include additional correspondence, and it will be passed along for review.
Customer Answer
Date: 11/06/2024
I did not receive any communication from the BBB that NV Energy had responded to my complaint. I would like to have my complaint re-opened. NV Energy should HAVE to make positive contact with a customer before shutting off their electricity. Sending a letter in 2024 isn't an effective way to let someone know that their electricity will be turned off. An email could have been sent, a phone call made, or even a text message to confirm that I was vacating the premises OR that someone had requested new service at my address. NV Energy stated in their response that they - "Can't deny service to anyone." When in fact, they denied services to me by cutting off my electricity. When I received a final bill last year (May 2023) I was told that I should password protect my account. I did as I was instructed to do by NV Energy and yet my electricity was still turned off.
I was out of the country when the letter would've been received. Now, had NV Energy sent an email (just like they do their bill every month) my electricity would've never been turned off to begin with. Their policy (or lack thereof) not having to make positive contact with a customer needs to be amended. I lost hundreds of dollars of food due to NV Energy not making a diligent effort to contact me. NV Energy needs to be held accountable and must change their policy regarding terminating services simply because someone called and said they were moving into my home.
Business Response
Date: 11/07/2024
The below correspondence was submitted to the BBB on October 22, 2024, regarding Ms. ******* complaint.
As Ms. ****** has stated, utility services at her address were erroneously taken out of her name due to another customer requesting to accept responsibility for the services. Ms. ****** was advised by NV Energy's customer operations that we do not refuse services to anyone who is requesting to take responsibility; however, as a precaution, a courtesy letter is mailed to the previous customer to inform them of the request. I realize that Ms. ****** is dissatisfied with the method of correspondence; however, at this time, NV Energy only provides a letter via United States Mail.

We appreciate Ms. ******** recommendation to include additional correspondence, and it will be passed along for review.
Initial Complaint
Date:10/21/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I requested a one day extension on a 10 day termination notice. NV energy said no. They said no because they sent a 48 hour termination letter at the same time. The termination date is October 23rd. Today is the 17th. The customer service operator had to speak with two different supervisors to get me this one day extension. Then I was told that this would be a one time only courtesy. Why? This is not the first time NV energy has done this to me. I have fallen behind and haven't been able to catch up because if the high power bill so they charged me a security deposit of I think $300. I asked for a payment plan for that deposit they said no. I wrote the BBB then about it and they finally gave me that payment plan. All I want is to not have to be stressed out over one day. That I can call nvenergy and they will help me. Nvenergy has a choke hold on you. All I'm asking is that you release your grip little and allow us to breath but it seems you want to choke the life of of us instead.
Business Response
Date: 10/22/2024
NV Energy offers several different payment programs and billing options to fit Ms. ********* needs, such as Equal Pay, FlexPay, and payment arrangements. Additionally, if Ms. ******* is struggling to make payments on time each month, NV Energy offers the option of a selected due date, allowing customers to choose the monthly due date that works best for them.
Ms. ******* can visit NV Energy's website at ***************************************************************************************** for more information. NV Energy extends our sincere apologies for the misunderstanding; however, Ms. ******* was provided an extension through October 24, 2024, as she requested.
NV Energy provides energy assistance options for those struggling with high energy costs. For ********** customers, ********** Home ********************** Assistance (LIHEAP) is available. Ms. ******* can visit *********** for more information and to apply.
Customer Answer
Date: 10/23/2024
I'm satisfied with this offer. All I wanted was an extension. Thank you for providing different options for payment.
Customer Answer
Date: 10/23/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I'm satisfied with this offer. All I wanted was an extension. Thank you for providing different options for payment.

Sincerely,

********* *******
Initial Complaint
Date:10/10/2024
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.
Im Furious with this company they have no compassion and very rude which is unfair we are giving this company our hard earn money for them to act this way Im seeking a lawyer because I had a balance on my old apartment that I was out of due to a robbery of my home me and my kids we homeless for 2-3 months I find apartments try to switch service they wouldnt let me due to a return check that my car insurance took before NV Energy I called to explain about the return check sorry that it returned things happen its life currently Im at new place tried everything to pay this bill but need time they wont give me arrangements or nothing Im furious today a manager turned my service off without any knowledge to me as a customer my kids were home without electricity due to the negligence of this company I repeatedly called and talk to someone to try to fix because I need my service I have children and Im a single parent working from check to check how dare them treat me this way somebody needs to contact me before I go legally on this RUDE and SOULLESS COMPANY IM LIVID THIS NEEDS TO BE FIXED ASAP
Business Response
Date: 10/15/2024
Ms. ****** had services with NV Energy from April 29, 2024, through August 5, 2024, and made no payments. When she attempted to establish services at her new address in September, she was advised that payment in full was needed to clear up her final balance from her previous address, which she paid; however, the payment was returned for non-sufficient funds. Another payment was submitted shortly thereafter and was also returned for non-sufficient funds. NV Energy's credit policy states that any payments returned by a customer's financial institution must be paid in full prior to re-establishing services.
Despite NV Energy's strict credit policy on returned payments, Ms. ****** was provided a courtesy reconnect with a small payment of $100. Ms. ****** claims the representative she spoke with was rude and unfriendly, therefore the recorded call will be reviewed, and coaching will be provided if necessary.
Initial Complaint
Date:09/16/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
NV ENERGY KICKED ME OUT OF THEIR EQUAL PAYMENT PLAN PROGRAM WITHOUT PROPER NOTICE OR DOCUMENTATION AND IS NOW THREATENING ME WITH A 10 DAY TERMINATION NOTICE STATING THAT I OWE THEM $1800. THIS IS UNFAIR AND UNJUST SINCE I AM UNAWARE THAT I WAS NO LONGER ENROLLED IN THEIR EPP PROGRAM. MY ACCOUNT IS ON AUTO PAY EVERY MONTH WITH MY BANKING INSTITUTION SO TO MY KNOWLEDGE, MY ACCOUNT WAS IN GOOD STANDING. WHAT NV ENERGY SHOULD HAVE DONE WAS TO MAIL ME OUT A PROPER CORRESPONDENCE ADVISING THAT THEY WILL REMOVE ME FROM EPP AND STATING THE REASONS WHY. THEY DIDNT DO THAT STEP AND YET, THEY CAN EASILY SEND OUT A CORRESPONDENCE STATING THAT I AM UP FOR TERMINATION/DISCONNECTION IN 10 DAYS BUT NEVER ONCE DID THEY SEND ME A NOTICE FOR MY EPP REMOVAL? NV ENERGY TAKES $178 A MONTH OUT OF MY CHECKING ACCOUNT WHICH WAS PART OF MY EPP AGREEMENT FOR YEARS NOW AND ALL OF A SUDDEN, I GET SLAPPED WITH A TERMINATION NOTICE? THIS IS UNACCEPTABLE.
Business Response
Date: 09/18/2024
NV Energy spoke with Ms. ****** on September 17, 2024, and re-enrolled her account in Equal Payment. Additionally, three months of late fees and the deposit were removed as a courtesy.
Equal Pay is not a discount or reduced rate, rather is designed to assist customers with managing their finances while encouraging energy conservation. One benefit of the plan is the averaging of a customers past ********************** bills to determine a monthly payment moving forward, which helps to avoid the high seasonal bills that can be experienced during the extreme hot or cold weather months. However,payment amounts are adjusted if it is projected to result in overpayment or under collection of $100. Because of this, we advise customers to continue monitoring their actual usage and we offer suggestions for energy conservation to keep actual costs low. Each bill while enrolled in Equal Pay displays all actual amounts that would be due if not enrolled in Equal Pay, as well as the Equal Pay amount due. Additionally, customers enrolled in Equal Pay are required to make timely payments and can be removed from the program after the fourth late fee is assessed to the account. The Equal Payment Terms &Conditions can be reviewed by going to **************************************************************************************;
Initial Complaint
Date:09/16/2024
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.
Im being overcharged on my electricity. Theyre stealing from me and when I tried to call and asked him to explain whats going on and why this is happening. They get mad at me and think they have a right to tell me that I cant be frustrated about this They are **************** agent Not my fault that they are not educated enough to answer The questions that I have and they get mad at me and Im not the one whos going to sit there and take their disrespect if you all dont know how to train proper customer service agents because this is literally what customer service Is well the. I dont know what to tell you its pretty sad if you cant be a customer service agent
Business Response
Date: 09/18/2024
A review of ******************** account showed that electricity usage at the home increased in June, July and August.While there is no way for NV Energy to determine the exact cause of the increase or how electricity is used in the residence, there are a few factors that could lead to higher consumptions like extreme changes in the weather or older, failing appliances. In General, customers in southern ********************** experience increased consumption in the hot summer months due to the extreme heat southern Nevada experiences.
NV Energy offers a variety of tools and resources to help our customers track and manage their ********************** usage. We always recommend using MyAccount to view up-to-date usage and cost information. There, customers can also access the online ********************** assessment, a free tool that provides usage information by appliance and compares the data to similar homes nearby. NV Energy offers a free in-home energy assessment for a more detailed look at the homes energy efficiency,including opportunities to save energy and money like installation of a free smart thermostat. **************** can schedule an in-home energy assessment by calling ************.

In addition, NV Energy provides energy assistance options for those struggling with high energy costs. For low-income customers, Low Income Home ********************** Assistance (LIHEAP) is available at dwss.nv.gov.
Customer Answer
Date: 09/18/2024

Complaint: 22286861

I am rejecting this response because:
its not whats going on specifically with the electric bill itself, its the customer service you all have. No one could answer my questions, everyone was rude and did not get a good reaction from me because of their attitudes and lack of knowledge and if you all do offer any type of help this is the very first time Ive ever heard about it. There are a lot of people who need a job right now. **************** is lacking at ********************

Sincerely,

*************************
Business Response
Date: 09/19/2024
NV Energy apologizes for the negative interactions you have experienced, and your comments will be forwarded to the proper department so that coaching can be provided to the representatives you spoke with.
Customer Answer
Date: 09/19/2024
This issue is not closed just because you all let that message yell at me on the Internet This state has some serious issues with the intelligence of the people that live here. I still have not got answers to why my bill is constantly being played with And how come every time I ask about it I get treated like c*** something illegal here is going on *********************** Who owns NV energy and Im gonna find out And make a big issue and get a lawyer involved because I firmly believe that they are stealing my money And you all wont do anything about it
Initial Complaint
Date:09/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am set to move into 1273 ******* ** on 9/11 due to the other tenant being kicked out. I spoke to a *** who stated I couldnt get service due to public record showing I have lived here when I was younger. They stated the balance had to be paid in full I then asked to speak to a supervisor who stated the home belonged to my mother (who I know nothing about) and her ex husband which as far as I know belonged to her ex husband only. The supervisor was very condescending and rude. I even asked if I could make a payment arrangement as I had just paid $5600 to move in on 9/11 and she told me no. I am set to move into a home that will not have any energy because I do not have $6,000+ to pay. I was denied service because I do not have enough money.
Business Response
Date: 09/10/2024
NV Energy utilizes ***** Nexus, a third-party identification tool to verify a customer identity avoiding fraudulent activity against our customers as well as the **********************. As Ms. ****** has stated, ***** Nexus has identified her as having an association with the address since 2016, as well as the current customer of record who is the owner of the property. Due to the account having a large balance due, NV Energy will require the balance to be paid in full prior to establishing new services for a new customer.
Initial Complaint
Date:09/09/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was charged a late fee by NV Energy for a June - July bill due on August 2nd bill even though I have automatic payments set up since July 17th with a confirmation email. I expected the bill to be paid automatically after signing up for autopay and as a result did not notice the missed payment. Because of this I made a payment for the bill due in September but the auto pay system suddenly works again and charged me even after I made a payment a week ago. So now I am being billed an extra $500. Their auto pay system is so terrible, or maybe deliberately does this to take money from you. I hope this can be resolved and need the late fee and $500 to be refunded immediately.
Business Response
Date: 09/09/2024
Ms. ** enrolled in NV Energy's Auto Pay program on July 17, 2024, and because her billing statement that was due on August 2, 2024, generated on the same day that she enrolled, it was too soon for her current balance to be drafted on her due date. However, on August 16, 2024, a new billing statement generated advising Ms. ** that the full balance due would be drafted from her bank account. Unfortunately, Ms. ** made a payment via NV Energy's website the same day that NV Energy drafted her payment resulting in her account having a credit balance.
Ms. ** contacted NV Energy requesting the credit to be refunded and although NV Energy's policy requires a 30-day waiting period prior to providing a refund, we have released the credit as of September 6, 2024, and a refund check will be mailed on September 9, 2024.
Initial Complaint
Date:09/04/2024
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.
NV Energy was impossible to get a customer service rep. ** credit card was illegally charged by someone else but have no way to contact this shady company. NV Energy United States ************ **Fraudulent activity Sep 03, 2024SPI*NV ENERGY ********* US$61.55-----Sep 03, 2024SPI*NV ENERGY ********* US$21.55Charges on my credit card were not authorized. I called NV Energy and you stay on hold for hours not minutes. The whole company seems shady. JT
Business Response
Date: 09/04/2024
Any fraudulent charges to a customer's credit card would need to be disputed through the customers credit card vendor.

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NV Energy is NOT a BBB Accredited Business.