Complaints

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:03/31/2025

  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.

  NES CLAIMS SERVICE REQUIREMENTS TO BE RECONNECTED.I have not missed one payment since living here.

  

  Business Response

  Date: 04/03/2025

  Good afternoon,

  We have attempted to reach ******** ******** a few times over the past 48 hours. We have gotten her voicemail in which we left a message each time. Regarding, her concern of receiving requirements for reconnection of service. Her payment history is impeccable. We wanted to reach out to find out how she received the message to determine if it was related to a system update or a possible scam from someone claiming to be Nashville Electric Service. 

  **** *****
  Customer Relations Advisor III- Interim Supervisor
  ************** | Nashville, TN ***** | ************
  Nashville Electric Service | ***********************************************************************

  

  Business Response

  Date: 04/10/2025

  NES ***************************** attempted to contact the customer by telephone on April 2. A voice message was left 

• Initial Complaint

  Date:03/02/2025

  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.

  On November of 2024 I received notice that Nashville Electric Service place $95 collection onto my credit profile. This account has caused my credit rating to drop tremendously. I have reached out to the collections **** and they have confirmed that this is fraudulent, BUT still this account was reported years after it was resolved. I am requesting that this account NEVER be permitted on my credit profile and removed immediately. In addition, if this report is not removed in 15 days, I will file a motion with the local court asking for compensatory damages.

  

  Business Response

  Date: 03/11/2025

  NES understand the customer's frustration and is investigating this matter. A member of the Customer Relations team will be in contact with the customer this week. If there is a good number to reach out to the customer, please provide it.
  

• Initial Complaint

  Date:02/06/2025

  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.

  Due to a power surge resulting from a transformer blowing, we sustained damage to some appliances, including our HVAC split unit which may cost up to $2000 to replace.

  Customer Answer

  Date: 02/07/2025

  I opened a claim as you ca see per the attached claim communication and then they sent me a letter also attached.

  I know I am not the only one to have suffered loss due to NES's equipment failure.

  thank you,
  ****

  Customer Answer

  Date: 02/07/2025

  I opened a claim as you ca see per the attached claim communication and then they sent me a letter also attached.

  I know I am not the only one to have suffered loss due to NES's equipment failure.

  thank you,
  ****

  

  Business Response

  Date: 02/17/2025

  NES is currently looking into the matter further. Will you please provide a complete phone number for customer ********?

  Customer Answer

  Date: 02/17/2025

  They requested my number. It is ************

  

  Business Response

  Date: 03/11/2025

  NES ***************** will review the claim and will reach out to the customer for further discussion. 

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22909639
  
  I am rejecting this response because: 

  its appears to be a canned response that is non-committal. And I fear that if I accept the response then that would signal the closing of this case. 
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 03/14/2025

  A member of our ***************** will follow up with Mr. ******** with a phone call to explain the basis of the denial. NES is governed under the rules and regulations of the Electric ************ Those rules provide, that NES will use reasonable diligence to provide a regular and uninterrupted supply of electricity; but shall not be liable for loss, injury or property damage resulting from failure to supply electricity, interruption, (mechanical failure), single phasing, voltage irregularity, fire, labor difficulties, riot explosion, breakdown, external forces, flood, acts of God, or vandalism. NES is not liable for any loss resulting from interruptions of service or voltage irregularity. NES is unable to compensate customer for damages.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22909639
  
  I am rejecting this response because: it does not compensate anything toward the expenses incurred by their equipment failure. If my car (aka equimpment) would fail on the road and cause an accident, guess who is responsible? Me and my insurance. How come that does not apply to large companies like NES?
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 03/21/2025

  NES empathizes with the customer's frustration regarding damaged goods caused by the voltage irregularity. On March 17, a NES Claims Adjuster contacted the customer to fully answer all his questions regarding the claim not being approved. The customer understood the rules and regulations in regard to interruptions of service or voltage irregularity.

• Initial Complaint

  Date:10/16/2024

  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.

  I have been working with Nashville Electric Services on an issue for the past two years. The issue is related to okd telephone poles that need to be removed (one of which is blocking my driveway) on ************************************************************ and all along *****************************. New telephone poles have been installed at these locations to replace the old telephone poles. I have worked with **** and *************** to transfer all communication lines from the old poles to the new poles. Now that that has been done, it is up to Nashville Electric to remove the old poles. One is blocking my driveway. Every time I call, I am told that they have no new updates. Today, when I called, I was told that the poles are "not their responsibility," when these are poles that have travking numbers and that they themselves have installed. This is inconsistent with what I have been told before. The work order number for this is *********. The people I've spoken to are: **** *****, ***** *****, and ***** *******. My ideal solution would be timely removal of the old telephone poles.

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22430176
  
  I am rejecting this response because:

   

  i did respond directly to the email supplied with details as to why this request should not be closed. i sent an email to ******************************************************************.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:10/15/2024

  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.

  My electricity was cut off after asking a year ago for paper bills due to the fact that I was hacked and was unable to use the internet. My email and phone numbers were stolen. I called NES and told them this back in July 2023 to update this info and to send paper bills. A few months go by and I never received them. I expected to receive a shut off notice at LEAST by mail since i wasnt receiving the bills. I would just make large payments at a time. I was unaware of any charges owed due to the fact they didn't mail me bills or any shut off notices after my bill, unknowingly, was 2 months past due. They didn't have a phone number for me or an email address, which would make you think one would receive a notice of hey I'm shutting off your electric if you don't pay. I never received a single notification by means of email, phone or mail. Today my electric was cut off. I called to make the payment and explained the situation to *****. He was condescending and quite rude. I have been a customer for well over 20 years and never missed a payment nor ever had my electric cut off. I would like to be reimbursed the connect fee of $33 since zero attempts were made to contact me regarding a balance that I had ZERO peoblem with paying. That's not good business practice. That's laziness on their end. And everything I tried to call to get paper bills I would be on hold for an hour trying to get thru. So of course it shows no attempted call logs. Had the woman in July 2023 done what I asked, this situation would not have happened. As a company that has a monopoly over Nashville and a customer that has had to use them for well over 20 years, you'd think they would in good business faith waive the reconnect fee since I was unaware of charges. I could not go online due to hacking and fraudulent activity and believe I should get an apology and not be charged the $33 reconnect fee.

  

  Business Response

  Date: 10/17/2024

  This was an unfortunate situation in which Miss ************* contacted NES by phone in July of 2023 to request paper billing statements due to an internet compromise she experienced. This not only affected the way she communicates via the internet, but it also affected her phone and email.  She was previously enrolled in NES paperless statements and could not get the emails or phone calls temporarily. Unfortunately, her request for paper statements was not completed,resulting in her not receiving her bills. She made payments on her account to attempt to cover her bills. Still, without having a paper statement detailing a balance, disconnection notices, and the like, it was impossible to know what amount to pay. Ultimately, she was disconnected because of the situation.
  Our records show she contacted NES on October 15, 2024, to pay her bill, reconnect, and resolve the initial e-bill situation that was never resolved. The e-bill concern was resolved; however, she was still charged a reconnection fee of $33.00. Miss ************* felt the charge was unfair because she contacted NES to rectify this so there were no consequences. She also wanted an apology because she proactively aimed to receive a paper bill.
  Upon reviewing Miss *************** account, we acknowledge that we did not fulfill her request for printed bills in 2023, leading to her having to estimate her bill and make payments. We contacted her and sincerely apologized for the incident. We have removed the $33 reconnection fee from her account to rectify the situation because this issue should have never occurred. We will follow up with her to ensure she is receiving her statements by mail.

• Initial Complaint

  Date:09/24/2024

  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 9/24, my family returned to our home and the power was out. After checking other explanations, i logged into my customer portal to report the outage. After I logged in the account alerted that the account was past due and the power was disconnected. I received no notice that the account was past due before turning off the power. No phone call, voicemail, text, email, etc that they were disconnecting my power. When I called that day to pay the bill and reconnect my power I was told there would be a $33 reconnection fee. My concern is not my specific account but in the practice of NES. They should be providing ample notice and opportunity before disconnecting such a vital service as electricity. My last payment was on July 30, 2024. So my account couldn't of been more than 45 day old. This is questionable business ethics from a vital service provider. There was no notice, let alone sufficient notice, provided to resolve the situation before cutting our essential service.

  

  Business Response

  Date: 10/11/2024

  NES appreciates the customer making it aware of the matter. The customer was called notifying him that the $33 reconnection fee was reversed on his account. In addition, an advisor will call him back on Monday, October 14, to discuss his account and any of his concerns. 

• Initial Complaint

  Date:08/09/2024

  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.

  Good morning.Hi, my name is ****** ***** moved to Nashville. I started service with NES the very end of June 2022. Address is *************************************************** Nashville Tn *****. I pay my bill every month early. My bill is due on the 17 day of each month. I pay around the 10 th of each month.I moved and canceled service at the *************************************************** NES address as of August 1, 2024.I received my final bill for the ******** ** account. From the 17th of July 2024 to the 1st of August my bill is about $118. This is my normal amount due for my monthly bill. The meter was read in July 26th 2024.I called NES this morning. I was told my final bill is a double bill. Why? How? When my bill is due the 17 th of each month. Double bill when I dont owe a double bill is a rip off. Iv called NES 2 times this morning. I still have no idea why NES is trying to charge me for a month when I dont owe them that.

  

  Business Response

  Date: 11/06/2024

  In September,a Customer Relations supervisor sent customer ***** an email and a letter to inform her of her final balance breakdown. According to NES records the final balance was $118.58.  This amount was the total of the customers 7/26/24 meter reading of $86.88 and the final turn off reading on 8/1/24 of $31.70.  A payment was received in the amount of $60.00 on 8/13/24. The remaining final balance is $58.58.  A screen shot of the payment history has also been included. The customer was advised to contact the supervisor directly with any questions.
  
  For the convenience of NES customers, Customer Relations Advisors are available Monday - Friday, 6 a.m. to 12 a.m. and Saturday, 7 a.m. to 5 p.m.

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22117074
  
  I am rejecting this response because:

  I called NES the beginning of August 2024 about this bill. I was told this bill is a double bill. This is where confusion comes in. I sod 1/2 of the final bill. I was assigned a billing specialist. That billing specialist did absolutely nothing to help me. A month into my inquiry about my bill I sent ****** Sherrif an email stating I was not paying that double bill. I was forced to call Tennessee Valley Authority to get billing help. 
  

  Please note how long it has taken for Nashville Electric to respond to the BBB. 3 months! Count them. This is the very same level of professionalism I received from Nashville Electric.

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/01/2024

  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 was given a past due balance on a home I no longer live at. That was $245 for a single months worth of electricity. I called and asked to pay the amount necessary to keep my power on at my current residence. I paid what the representative told me to pay and still my power was disconnected. When I attempted to call and get my service reconnected. The wait time was in excess of 120 minutes.

  

  Business Response

  Date: 05/14/2024

  After speaking with the customer, it was determined that the customer did not realize that in order for reconnection of services to occur, he had to call NES with a payment confirmation number. As a result, he was charged the after-hours reconnect fee. As a one-time courtesy, NES reduced the reconnection fee by $142. The customer seemed to be satisfied with that resolution.

• Initial Complaint

  Date:04/23/2024

  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.

  I have had no engagement with I C System with an account assing 9/12/2023 for $93. This collection account has damaged my ability to get credit significantly. Please remove from my credit profile.

  

  Business Response

  Date: 06/05/2024

  NES Customer Relations spoke with ***************************. **************** stated that he never received the bill, and if they had they would have paid it. NES verified with the customer that the correct address was on file. NES advised him the returned mail from the provided forwarding address of ******************************* was received in March of 2023. He believes that since he did not receive the bill, that NES needs to take it off their credit report. NES does not remove items from the credit report. NES only reports when a debt has been paid.
  
  On April 24, 2024, **************** stated that they had the service taken out of their name before they moved out. It was determined that ************************************ placed her turn-off order for 1/24/2023. NES spoke with the apartment complex, who stated that *************************** moved out on 2/18/2023. The apartment actually paid the usage after the turn off date. The balanced owed is $93.35 for the billing dates of 12/21/22 through 1/24/23. NES is happy to report a payment to the credit company once monies are collected. At this point, **************** is refusing to pay the final bill. As a courtesy, NES will call again to see if they are prepared to make the final payment.

• Initial Complaint

  Date:02/13/2024

  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.

  Due to NES changing their Auto Payment tools, my account does not get auto drafted anymore. There was a delay in payment and upon returning home from an out-of-state event our power was turned out. The fee for normal hours is $35 but outside hours is $175. The system is running electronically and does not need a technician to arrive on-site. This is a clear and blatant example of a junk fee for profit. The weather that night was in the single digits and I had no option but to request the $175 and felt like NES was working in bad faith.

  

  Business Response

  Date: 02/29/2024

  Thanks for sending. NES is currently researching this matter. 

  

  Business Response

  Date: 03/04/2024

  Customer Smolilo was contacted by lead customer ********************** representative who advised him of how NES reconnect fees vary based on the time of day and week. The customer seemed to appreciate the information and was thankful for the call. 

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21288381
  
  I am rejecting this response because: will I appreciate the contact their fee model is predatory and frankly bloated junk fees.
  
  Sincerely,
  
  ***************************