ComplaintsforTexas-New Mexico Power Company

• Initial Complaint

  09/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have emailed TNMP several times regarding concerns about my easement being neglected for at least 4 years since I moved into this property in September of 2020. TNMP never once came out to clear the easement per their policy until after Hurricane ***** took out several powerlines and even then it took them a week to show up. Had they done their job correctly and not neglected the easement the storm aftermath wouldn't have been as bad as it was. Even after they cleared the easement with 4 years worth of branches and limbs, they unceremoniously left all the debris in my back yard for me to dispose of instead of hauling it off. I have talked to several people within the company who continue to pass the **** and shrug off responsibility. I lost a refrigerator full of food and had to purchase a generator (power was out for a week) because debris from the storm that was in the line of the easement along my neighbors fence line took out a power line. I have yet to receive any sort of resolution on this matter.

  

  Business response

  09/27/2024

  Hello, Mr. ********************************* has reviewed its records and has found the following:  
  

  Post ***** tree trimming was delegated and did occur in the area near your premise. TNMP personnel were present and visible within the area and street while the neighborhood was being trimmed.

  Technicians in TNMPs ******************************** traveled to your premise on 8/19/24 after a service ticket was requested and created.  A Technician knocked on the door, but no one answered, and a door card was left with contact information.

  A TNMP Senior Forester a traveled to your premise on 9/19/24, observed a clear TNMP Right of Way, and did not observe any current vegetation he believes poses a threat to reliability at this time.   Please note that the electrical line is the highest line in the air and the lower line(s) are communication lines.  Also, the Forester observed vines and brush growing up to and on fences that is not on TNMP property.

  The Forester returned to your premise on 9/20/24 to try to make contact again but was only able to talk to a family member.  The Forester was able to locate the trunk/base of a failed tree that was approximately 60 feet from TNMPs pole.

  This failed pine tree appeared to be dead.  Dead and declining pine trees are scattered throughout the region due to last years drought which also allowed the bark beetles to flourish.

  On 9/24/24, TNMPs Vice President of Regulatory Affairs attempted to reach you by telephone but no one answered so he left a voicemail.  On 9/27/24, TNMPs Vice President of Operations attempted to reach you by telephone on the date and during the timeframe that was requested but no one answered.  A voicemail with call back information including his office number was left and it is my understanding that eventually the two of you were able to talk about your questions and issues.  TNMP committed to investigating the areas adjacent to your property.

  In response to Hurricane ***** which left many customers without ********************** for multiple days, additional tree trimming by TNMP and Contract vegetation crews was determined to be necessary to ensure that future tree contacts would be limited as is part of Good Utility Practice. There is no specific requirement by either ************************* of Texas rule or Tariff that requires TNMP to dispose of tree trimmings or debris resulting from power restoration during a storm event.  However, it is TNMPs understanding that the cities often offer pick up and removal services for residents. 
  
  Pursuant to the requirements of 16 Texas Admin Code ***** (TAC), each utility is required to file annually on May 1st a report summarizing its vegetation management activities with the ************************* of Texas.  The goal of TNMPs vegetation management program is to provide safe and reliable transmission and distribution of electricity by controlling growth of non-compatible species and encouraging growth of compatible species under, on, or adjacent to its facilities,rights-of-way, or easements.  This is accomplished through adherence to ******************************** principles,which include mechanical, chemical, and cultural methods of control.  The vegetation management program minimizes tree-related interruptions, adheres to ANSI Z133.1 and A300 standards and follows NESC Section 218.  Other goals and objectives include positive customer relations, adherence to all regulatory and legal requirements, and support of public and worker safety through maintenance of adequate clearances between conductors and vegetation.  TNMP monitors its progress through the analysis of tree-related outage data collected, percent completion of planned work and regular site visits.  TNMP monitors safety-related statistics to ensure work is being completed in a safe and efficient manner.  TNMP utilizes vegetation management methods that are the most cost effective to ensure the best use of limited resources.

  Regarding damage to electronics and appliances or food spoilage please contact the claims department at *************.
  
  Respectfully,
  TEXAS-NEW MEXICO POWER

  Customer response

  10/01/2024

  I will accept the response by TNMP because I was able to discuss my concerns with an actual decision maker and will be able to reach out to them in the future if issues arise at a later time. That being said I have a real concern about the lack of accountability for their staff for the neglect of the easement for at least 4 years. If you look at my neighbors' yards to the south the easement is clear as day, but look at my easement and my neighbors to the north and it looked like a forest. The Forester seemed like he wanted to make sure that none of his actions or inactions taken were his fault and I'm sure he does this on a daily basis. At least the ** did a great job of educating me where before being a first time home buyer I didn't have a clue. He did promise to follow up with who the "mystery" neighbor is behind my property which is where most of the dense foresting is located, but whether he follows through or not remains to be seen. 

  Customer response

  10/01/2024

  I have reviewed the business response and accept this resolution. Please see the section I sent about additional information. I am accepting the response from the business even considering the fact that they will do nothing about fixing the issues but I was able to have a corporate contact which is part of the expectations of getting things resolved. 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been trying to get power connected to our home since November 2023. In May 2024, we were finally contacted and informed that we slipped through the cracks after several attempts of contact from our end (calls and emails). An engineer named ******* came to our home in May/June and gave us information about conduit installation. My husband completed everything within 14 days and we called to get an inspection. The inspection was completed and we passed on June *****. I contacted TNMP on July 29, to confirm next steps as we had not received any further updates. An employee came to our address with 24 hours and let us know that the ticket was never closed for the inspection. The employee let us know that an indefinite period of time will pass before they return to our home to connect power. It has now been 4 weeks and we have yet to receive an update. I am unable to run my small business due to this inconvenience, and we are having to utilize other peoples homes to receive hot meals and hot showers. This has been a terrible situation and has taken a serious toll on our family, considering we have 2 children (a toddler and an infant).

  

  Business response

  09/09/2024

  Hello, **************
  
  TNMP has reviewed its records and has found the following. 
  Your application was submitted on 12/30/23.  The application was assigned to a TNMP Design Engineer who is no longer with TNMP on 1/8/24.  The application was reassigned to *************************** an engineer with C&D, a TNMP contractor, on approximately 5/13/24.

  
  On 8/27/24,TNMP received the notification of your complaint.  On 8/28/24, a TNMP Field Supervisor was made aware of the complaint and reached out to C&D for an update.  C&D advised that they reached out to you via telephone and provided an update for design on 8/29/24.

  
  TNMP Engineering received the completed the design from C&D on 9/5/24 and began its review of the design.  On, 9/9/24 TNMP Engineering approved the work order for the construction necessary for service and submitted it to TNMP Operations and C&D along with directions for C&D to communicate an expected timeline for construction to you.
  
  
  Respectfully,
  TEXAS-NEW MEXICO POWER

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In July 20th, I called Texas-new Mexico power company for them connect the line after hurricane repairing. They send a technician to my house. Obviously he has no intention to work. He called another truck come here just two of them look at the pole and saying he needs machine. Two trucks with no machine and cant connect the wire? He told me he will com back tomorrow morning. But no one showed up entire 2nd day. I called the company a few times in July 21st, they have intention to come here finish the job. We cant stand the hot weather with no power. This company is very bad. People has no intention to fix the issues but making over time over national disaster and people suffering the heat! Very bad!

  

  Business response

  07/29/2024

  Hello, ************
  
  TNMP strives to provide safe, steady,and continuous ****************. 
  In accordance with Chapter 5, Section 5.2.1 LIABILITY BETWEEN COMPANY AND RETAIL CUSTOMERS of **************************** Tariff for Retail *****************
  
  
  Company will make reasonable provisions to supply steady and continuous ***************** but does not guarantee the **************** against fluctuations or interruptions. Company will not be liable for any damages, whether direct or consequential, including, without limitation, loss of profits, loss of revenue, or loss of production capacity,occasioned by fluctuations or interruptions unless it be shown that Company has not made reasonable provision to supply steady and continuous *****************consistent with the Retail Customers class of service, and in the event of a failure to make such reasonable provisions, whether as a result of negligence or otherwise, Companys liability shall be limited to the cost of necessary repairs of physical damage proximately caused by the service failure to those electrical delivery facilities of Retail Customer which were then equipped with the protective safeguards recommended or required by the then current edition of the National Electrical Code.
  
  Additionally, in accordance with Chapter 5, Section 5.2.4 FORCE MAJEURE,
  
  
  Neither Company nor Competitive Retailer shall be liable for damages for any act or event that is beyond such partys control and which could not be reasonably anticipated and prevented through the use of reasonable measures, including, but not limited to, an act of God, act of the public enemy, act of terrorism, war, insurrection, riot,fire, explosion, labor disturbance or strike, wildlife, unavoidable accident,equipment or material shortage, breakdown or accident to machinery or equipment, or good-faith compliance with a then valid curtailment, order,regulation or restriction imposed by governmental, military, or lawfully established civilian authorities, including any order or directive of the Independent Organization.
  
  TNMP began preparing for the possibility of a significant, widespread, and lengthy number of power outages as a result of Hurricane ***** during the storm's initial formation. This included sending additional crews from across Texas to the **********. ***** made landfall across the ********** in the early morning hours of 7/8/24 and delivered significant damages across ******** and ********* counties. The severity of the storm's winds initially delayed damage assessments until conditions improved. However, by 11 am, teams were able to begin limited public safety assessments.  Throughout the event, waves of additional TNMP line crews, contract line crews and contract tree crews, responded to the ********** region and worked tirelessly to restore power to our customers as quickly and as safely as possible. Over ****** calls were handled from 7/8/24 to 7/18/24 by the call center, with around ****** customers reporting an outage using the automated phone system. The email address created during this time also received over ***** emails. As of Friday, 7/19/24, all TNMP's customers in the ********** region that were able to take service had their power restored but some like yourself could not take service until other issues were resolved. As restoration efforts occurred, customers with ********************** may have experienced brief interruptions in service to allow crews to safely reconnect other customers in the area.  ********************** appreciates our customers patience and understanding.  We understand how difficult extended outages can be and are aware of the challenges that many of our customers faced.  We would like our communities to know that our crews remained committed to the goal of repairing our equipment and restoring power to our customers as quickly as safety allowed.
  
  On 7/22/24, a Service Interruption Reconnect ticket was created to reconnect service.  On 7/23/24 the job was completed.
  
  According to Chapter 5, Section 5.3.7.3 SERVICE RULES AND REGULATIONS RELATING TO THE PROVISION OF DELIVERY SERVICE TO RETAIL CUSTOMERS,
  
  ******************** will conduct restoration efforts as soon as possible following alleviation or correction of the conditions that caused a suspension of disconnection and provide notice to Retail Customers Competitive Retailer as soon as practically possible.
  
  TNMP has promptly responded to these outages as they occurred and worked diligently to restore power to all affected customers. Additionally, ********************** has followed Best Utility Practice, as defined by the ************************* of Texas Substantive Rule 25.5, OSHA, and TNMPs Emergency Operations Plan during restoration efforts for Hurricane *****.
  
  
  Respectfully,
  TEXAS-NEW MEXICO POWER

  Customer response

  07/29/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After recent hurricane ***** tnmp initially got our power back within 2 days. It was on for 6 hours. We heard the fuse blow and have now been more than 3 additional days without power. There power outage site is messed up and there field people have said for 2 days now that they are going to check it out but have not. This is a relatively short section without power that was previously repaired but obviously not done right.

  

  Business response

  07/19/2024

  Hello, ********************
  
  TNMP strives to provide safe, steady,and continuous ****************.

  
  In accordance with Chapter 5, Section 5.2.1 LIABILITY BETWEEN COMPANY AND RETAIL CUSTOMERS of **************************** Tariff for Retail *****************
  
  
  Company will make reasonable provisions to supply steady and continuous ***************** but does not guarantee the **************** against fluctuations or interruptions. Company will not be liable for any damages, whether direct or consequential, including, without limitation, loss of profits, loss of revenue, or loss of production capacity,occasioned by fluctuations or interruptions unless it be shown that Company has not made reasonable provision to supply steady and continuous *****************consistent with the Retail Customers class of service, and in the event of a failure to make such reasonable provisions, whether as a result of negligence or otherwise, Companys liability shall be limited to the cost of necessary repairs of physical damage proximately caused by the service failure to those electrical delivery facilities of Retail Customer which were then equipped with the protective safeguards recommended or required by the then current edition of the National Electrical Code.
  
  Additionally, in accordance with Chapter 5, Section 5.2.4 FORCE MAJEURE,
  
  
  Neither Company nor Competitive Retailer shall be liable for damages for any act or event that is beyond such partys control and which could not be reasonably anticipated and prevented through the use of reasonable measures, including, but not limited to, an act of God, act of the public enemy, act of terrorism, war, insurrection, riot,fire, explosion, labor disturbance or strike, wildlife, unavoidable accident,equipment or material shortage, breakdown or accident to machinery or equipment, or good-faith compliance with a then valid curtailment, order,regulation or restriction imposed by governmental, military, or lawfully established civilian authorities, including any order or directive of the Independent Organization.
  
  TNMP began preparing for the possibility of a significant, widespread, and lengthy number of power outages as a result of Hurricane ***** during the storm's initial formation. This included sending additional crews from across Texas to the **********. ***** made landfall across the ********** in the early morning hours of 7/8/24 and delivered significant damages across ******** and ********* counties. Throughout the event, waves of additional TNMP line crews, contract line crews and contract tree crews, responded to the ********** region and worked tirelessly to restore power to our customers as quickly and as safely as possible. As of Thursday, 7/18/24, approximately 99% of TNMP's customers in the ********** region have had their power restored.
  
  According to Chapter 5, Section 5.3.7.3 SERVICE RULES AND REGULATIONS RELATING TO THE PROVISION OF DELIVERY SERVICE TO RETAIL CUSTOMERS,
  
  ******************** will conduct restoration efforts as soon as possible following alleviation or correction of the conditions that caused a suspension of disconnection and provide notice to Retail Customers Competitive Retailer as soon as practically possible.
  
  As restoration efforts continue,customers with ********************** may experience brief interruptions in service to allow crews to safely reconnect other customers in the area.  ********************** appreciates our customers patience and understanding. We understand how difficult extended outages can be and are aware of the challenges that many of our customers faced and continue to face.We would like our communities to know that our crews remained committed to the goal of repairing our equipment and restoring power to our customers as quickly as safety allows.
  
  Respectfully,
  TEXAS-NEW MEXICO POWER

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint regarding the ongoing issues with my electricity service. Despite numerous attempts to resolve these issues, I have encountered persistent problems with high bills, power surges, and misallocation of solar energy. Since the installation of solar panels on my home, I have experienced inexplicably high electricity bills ranging from $400 to $1200 per month. Upon noticing irregularities, I contacted TNMP, and after several interventions, including the installation of a voltage meter, the issue remains unresolved. The meter revealed significant power consumption during times when my home was unoccupied, especially between 1 and 3 a.m., and at various other times during the day.Furthermore, despite having solar panels that should supply energy to my home during daylight hours, I have discovered that my home often draws power from the grid, depleting my batteries instead. This situation not only undermines the purpose of installing solar panels but also incurs additional costs for power delivery that should be offset by solar generation.Despite my efforts to follow up with TNMP, including multiple calls and messages left with your **************** I have received no satisfactory response or resolution. It appears that my concerns are being overlooked, and there has been a lack of transparency regarding the investigation into these issues.In summary, I strongly believe that TNMP's handling of my electricity service is inadequate and may potentially involve erroneous billing practices and mismanagement of energy distribution. I expect a prompt and thorough investigation into the discrepancies outlined above, as well as a clear explanation and resolution of the ongoing problems with my electricity service.I kindly request a response within 10 business days to discuss how TNMP intends to address and rectify these issues. Please contact me at your earliest convenience to arrange a suitable time for a discussion.Sincerely

  

  Business response

  07/09/2024

  Hello, ************
  
  According to TNMPs records, you moved into the premise on 9/29/23 and a new, factory tested, communicating Distributed Generation meter was installed at the premise on 12/1/23.
  
  All readings obtained since your move-in have been verified as actual readings and were not estimated.
  
  Although there is no indication of a meter malfunction, you may request a meter test to further confirm the accuracy of the meter. The order may be placed through your current ****** Electric Provider (REP).
  
  The attached usage history shows the billing and usage detail since your move in.  For example, for the service period ending 6/24/24 the consumption recorded at the premise was ***** kWh, the outflow produced by solar panels was 481 kWh, and $79.24 was TNMPs portion of your bill from your current REP **************** 7/3/24, a TNMP Representative left a message to discuss the voltage recorder test results with you.
  
  In accordance with Chapter 6, Section 6.1.1.1.1 RESIDENTIAL SERVICE, TNMP can confirm that this premise was properly charged for metered usage and classification.
  
  TNMP can confirm that your past and current billing is correct.
  
  TNMP Billing Specialists reviewed interval data associated with your account since the new meter was installed on 12/1/23 and can confirm the usage recorded at the premise is actual and accurate.
  
  TNMP does not issue a bill to the end-use customer. Your billing and usage information is attached.
  
  TNMP encourages you to visit ******************************************************* personal usage data can be monitored.
  
  TNMP encourages you to visit ************************************************* for more information on TNMPs ****************** Efficiency programs.
  
  
  
  
  Respectfully,
  TEXAS-NEW MEXICO POWER

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is in regards to our power company here in Texas City, Tx. Our power here to our home goes out in the slightest wind or lightning and I think that because the trees are tangled throughout the power lines it is one of the main reasons it happens. Several years back I contacted TNMP about the issue and spoke to a person about the trees needing trimming and was told that they would send someone out to take care of the problem. I think two years went by with countless power outages and we had finally received a notice on our door that TNMP was sending someone out to cut trees around the powerlines and that has been over five years ago and again countless power outages with two in the last 12 hours. No one seems to care about this issue but we pay our bill on time always. Can you please help with resolving this issue as I dont want to get electrocuted and killed trimming them myself.

  

  Business response

  06/07/2024

  Hello, ******************
  
  According to Chapter 5, Section 5.12.2 RESPONSE TO REPORTS OF INTERRUPTIONS AND REPAIR REQUESTS of TNMPs 2018 Tariff for ************************ The Company will promptly investigate reported problems. If, upon making a Service Call, Company determines that a reported problem is caused by a condition on Retail Customers side of the Point of Delivery, ******************** shall notify Competitive Retailer, and charge Competitive Retailer a fee for the Service Call pursuant to the applicable Service Charges in Chapter 6 of this Tariff.

  On 11/29/21 and 12/15/21,tickets were created and subsequently worked to address concerns regarding vegetation at your premise.  On 4/18/24,TNMPs *************************** was made aware of the current issue(s) and committed to inspecting the area and trimming as needed to promote reliability.  On 4/23/24, a ticket was created to trim the vegetation along the lateral power line near your premise to the substation that serves the circuit for your premise.  TNMP has actively worked to investigate and remedy the situation.

  TNMP strives to provide safe, steady,and continuous ****************. Pursuant to Chapter 5, Sections 5.2.1 LIABILITY BETWEEN COMPANY AND RETAIL CUSTOMERS and ***** FORCE MAJEURE, ******************** does not guarantee **************** against fluctuations or interruptions.Additionally, Company shall not be liable for any act or event that is beyond the Companys control, i.e., weather, wildlife, human interference, or breakdown of machinery or equipment or force majeure.

  The most recent outages are related to major storm events.  On Tuesday, April 9, 2024, TNMP experienced significant interruptions affecting approximately ****** customers due to several severe thunderstorms that moved through its Gulf Coast region,specifically the areas of ***********, ***************************************************,*****, ********, and ************** Severe thunderstorms and an F1 tornado with high wind gusts, moderate hail, and extreme lightning moved through TNMPs Gulf Coast Operating areas causing multiple outages due to pole, wire, and equipment failures; downed trees/branches, and lightning. TNMP experienced extensive damage to its distribution system in the form of broken poles, downed conductors, and other broken hardware. Vegetation issues from fallen trees and branches were also a major cause of outages in the area.  TNMP called in additional contract crews and vegetation management personnel to aid in restoring power to customers.  Full restoration of service for everyone who could receive service occurred at approximately 8:30 PM on April 11, 2024.

  All outages that have occurred in the last twelve months and have affected your premise as well as other customers in the area are summarized below.

  Outage on 4/10/24 was due to a major event storm that caused pole failures, downed wires, and fallen trees in the area.  Power was restored in 216 minutes.
  
  Outage on 4/9/24 was due to a major event storm that caused pole failures, downed wires, and fallen trees in the area.  Power was restored in 250 minutes.
  
  Outage on 1/24/24 was due to lightning.  Power was restored in 195 minutes.
  
  Outage on 8/3/23 was due to trees.  Power was restored in 92 minutes.
  
  Outage on 7/22/23 was due to lightning.  Power was restored in 202 minutes.
  
  Outage on 6/11/23 was due to lightning.  Power was restored in 91 minutes.

  The outages experienced at your premise in the last twelve months were caused by various things including major storm events, trees, and lightning.

  According to Chapter 5, Section 5.3.7.3 SERVICE RULES AND REGULATIONS RELATING TO THE PROVISION OF DELIVERY SERVICE TO RETAIL CUSTOMERS, ******************** will conduct restoration efforts as soon as possible following alleviation or correction of the conditions that caused a suspension of disconnection and provide notice to Retail Customers Competitive Retailer as soon as practically possible.

  TNMP understands that outages can be very frustrating, however, TNMPs crews promptly responded to the outages that have occurred and worked to restore service to the customers who were affected as quickly and safely as possible.

  Respectfully,
  TEXAS-NEW MEXICO POWER

  Customer response

  06/14/2024

  I have reviewed the business response and accept this resolution. Trees were trimmed promptly after notifying the state compliance commission. I am totally satisfied with TNMP. Thank you. 

• Initial Complaint

  05/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  TNMP RESPECTFULLY ***** IN ALL FORMS FROM SERVICE TO CUSTOMER SERVICE TO RESOLUTION. AN AI SCRIPTED RESPONSE NOT ACCEPTABLE!!DO BETTER.HOW CAN YOU SERVICE A WHOLE CITY AREA BUT NEGLECT 6 ADDRESSES ON THE NEXT BLOCK FROM *********?DO BETTER TNMP YOUR PEOPLE ARE NOT!!!!

  

  Business response

  06/05/2024

  Dear **************,

  TNMP strives to provide safe, steady,and continuous ****************.  Pursuant to Chapter 5, Sections 5.2.1 Liability Between Company and Retail Customers and ***** Force Majeure of **************************** Tariff for ************************ Company does not guarantee **************** against fluctuations or interruptions. Additionally, Company shall not be liable for any act or event that is beyond the Companys control, i.e.,weather, wildlife, human interference, or breakdown of machinery or equipment or force majeure.

  
  On Tuesday, May 28, 2024, TNMP experienced significant interruptions affecting approximately ****** customers due to several severe thunderstorms that moved through its North Texas region, specifically the areas of ********** and ************  Severe thunderstorms with high wind gusts,moderate hail, and extreme lightning moved through TNMPs North Texas Operating areas causing multiple outages due to pole, wire, and equipment failures;downed trees/branches, and lightning. TNMP experienced extensive damage to its distribution system in the form of broken poles, downed conductors, and other broken hardware. Vegetation issues from fallen trees and branches were also a major cause of outages in the area.  Full restoration of service for everyone who could receive service occurred at approximately 3:15 PM on May 31, 2024. Additional TNMP crews from central Texas traveled to the affected area(s) to aid in restoring power to customers.

  
  According to Chapter 5, Section 5.3.7.3 Service Rules and Regulations Relating to The Provision of **************** to Retail Customers, ******************** will conduct restoration efforts as soon as possible following alleviation or correction of the conditions that caused a suspension of disconnection and provide notice to Retail Customers Competitive Retailer as soon as practically possible.

  
  TNMP understands that outages can be very frustrating, however, TNMPs crews promptly responded to the outages that occurred during and after the major storm event that occurred on May 28, 2024,and worked to restore service to the customers who were affected as quickly and safely as possible.

  Respectfully,

  TEXAS-NEW MEXICO POWER

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Power outage, issue started after a storm that blew through the morning of 4-10-24 at aprox 4:30 AM. My power as well as the neighborhood went out due to a tree limb. At the time my incoming power had phasing issues. Meaning half the house had dim lights etc. Meaning one phase was dead. Indication of a down line. I also seen and heard visible arcing coming from the pole in my neighbors back yard that my power came from. I called at aprox 6:20AM and started an emergency ticket as it was a health and saftey issue with fire and electrocution hazard with my neighbors. TNMP showed up and closed the ticket at around 4:30 PM fixing an issue at the front of my neighborhood thinking it would fix everybody's issue through out. They NEGLECTED to come down the line and check the issue with my pole and incoming power at the back of neighborhood, but decided to close the ticket. I CALL BACK and open another ticket with TNMP AGAIN giving every bit of detail from my meter being blank to AGAIN the health and safety hazard STILL happening. I give them my direct contact number for now the second time for when they get there. A technicion shows up, doesnt check, nor make contact with me, and just sends an automated message stating to check my main breaker. OUR METER IS DEAD. The power lines are arcing NOW 18+ hours later STILL and they close the ticket for the 3rd time! I call back, tell them my breaker has ZERO to do with the meter that is feeding my breaker being dead, and the ongoing arcing STILL A-CURING. There has been zero resolution, a major lack of integrity and a HUGE GAP in their ticket and repair systems. Stating we have x** people with out power. I understand that but are they having a fire arcing hazard that has been reported and closed THREE TIMES NOW AS FIXED. Thats NEGLIGENCE. THEN to have the nerve to send an automated message saying any further reporting will have a Fee associated with it is horrible we let american company's get away with this now a days

  

  Business response

  04/24/2024

  TNMP strives to provide safe, steady, and continuous ****************.  Pursuant to Chapter 5, Sections 5.2.1 Liability Between Company and Retail Customers and ***** Force Majeure of **************************** Tariff for ************************ Company does not guarantee **************** against fluctuations or interruptions. Additionally, Company shall not be liable for any act or event that is beyond the Companys control, i.e., weather, wildlife, human interference, or breakdown of machinery or equipment or force majeure.

  TNMP experienced a severe weather system which rolled through its entire Gulf Coast area the evening of 4/9/24 and into the morning of 4/10/24.  Heavy rain, large amounts of lightning, high winds and potential tornadoes were experienced.  At high point TNMP had about 6100 customers without **********************.  TNMP called in additional contract crews and vegetation management personnel to augment its internal personnel to aid in restoring power to customers.

  According to Chapter 5, Section 5.3.7.3 Service Rules and Regulations Relating to The Provision of **************** to Retail Customers, ******************** will conduct restoration efforts as soon as possible following alleviation or correction of the conditions that caused a suspension of disconnection and provide notice to Retail Customers Competitive Retailer as soon as practically possible.
  
  TNMP understands that outages can be very frustrating, however, TNMPs crews promptly responded to the outages that occurred during and after the major storm event that occurred 4/9/24 through 4/10/24 and worked to restore service to the customers who were affected as quickly and safely as possible.
  
  
  Respectfully,
  
  TEXAS-NEW MEXICO POWER

   

  Customer response

  04/24/2024

  I am rejecting this response because:   
  

  This is a generic s**** you response from a company who knows they do not have to be held responsible. Their generic burracratic laywer talk does not answer to the fact that MULTIPLE EMERGENCY TICKETS were cleared and marked as complete when poles and arcing power lines were NOT repaired. Its NEGLIGENCE for human saftey. I reported and had to RE REPORT multiple times just to have my ticket closed over and over and over again. Disgusting we let companies get away with this just to copy and paste a bullcrap laywer reply that pushes responsibility off. If somebody had died from this power line arcing and falling over, TO WHICH THEY STILL HAVE NOT CORRECTED OR CHECKED BACK UP ON THE LEANING POLE. 

  

  Business response

  05/03/2024

  In cases of severe weather events like those experienced on 4/9/24 and 4/10/24 with widespread outages, the process of tickets being closed before an outage at a specific premise is resolved does occasionally happen. This is possible when outages are rolled up and included in a much larger outage.
  A TNMP Field Supervisor was made aware of the issue regarding a leaning pole on 4/24/24 and a TNMP Technician traveled to the premise that afternoon to investigate and discuss the issue and other possible concerns that *** exist but did not feel comfortable engaging with the customer at the premise. The Technician was able to see a meter pole on the premise and a transformer pole near the premise and determined neither were a hazard.
  The existing overhead distribution facilities at and near the premise comply with the ***************** Safety Code, TNMPs Construction Standards and Design Concepts, OSHA, and Good Utility Practice as defined by ************************* of Texas.

  
  Respectfully,
  
  TEXAS-NEW MEXICO POWER

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Using the same amount if not less energy. The smart reader data isn't aligned with the electricity bill. Smart reader is not efficient nor satisfactory. Trees cover the streets power lines. **** continues getting higher even when we are not home. $400 for 900 ft Sq ft.

  

  Business response

  01/24/2024

  Dear **************,

  You are inquiring about the TNMP Delivery Charges that are included on your monthly electric bill received from your ****** Electric Provider (REP).  You operate on TNMPs Residential rate schedule.  All readings obtained in the last twenty-four months have been verified as actual readings and were not estimated.

  TNMP installed a new, factory-tested, communicating NexGen meter at your premise on 3/6/22.  The meter test performed by the manufacturer on the new meter on 1/26/22 resulted in a Full Load of *******% and a Light Load of *******% which is within the required standard govern by ***************** Institute.  The new meter has not been tested since its installation.  Although there is no indication of a meter malfunction, you may request a meter test to further confirm the accuracy of the new meter. The order may be placed through your current REP.

  In accordance with Chapter 6, Section 6.1.1.1.1 RESIDENTIAL SERVICE of TNMPs 2018 Tariff for ****** ****************, TNMP can confirm that this premise was properly charged for metered usage and classification.  TNMP Billing Specialists reviewed interval data associated with your account and can confirm the usage recorded,since the new meter was installed on 3/6/22, is actual and accurate.

  TNMP does not issue a bill to the end-use customer.  Your billing and usage information has been attached.  TNMP encourages you to visit *************************************************, where personal usage data can be monitored as well as ************************************************* for more information on TNMPs ****************** Efficiency programs.

  TNMP strives to provide safe, steady, and continuous ****************.  Pursuant to Chapter 5, Sections 5.2.1 Liability Between Company and ****** Customers and 5.2.4 Force Majeure of TNMPs 2018 Tariff for ****** ****************, Company does not guarantee **************** against fluctuations or interruptions. Additionally, Company shall not be liable for any act or event that is beyond the Companys control, i.e.,weather, wildlife, human interference, or breakdown of machinery or equipment or force majeure.

  On 1/23/24, a TNMP Technician traveled to your premise to visually inspect the vegetation.  The Technician found no trees hanging over the main line at your premise and noted the ones on the street are not over the TNMP line.  The Technician noted there was a large tree covering but not touching a secondary line.

  Please visit www.tnmp.com/contact for information on how to submit a billing inquiry.  We look forward to assisting.

  Respectfully,

  Texas-New Mexico Power

• Initial Complaint

  09/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In May 2022, I attempted to have my power turned on by Texas-New Mexico Power in Wild Peach, TX. I was told to install a new power pole, which I completed as directed to their specifications in May 2022. Upon doing so, an inspector for TNMP named ********************* assured me my property was ready (passed inspection) for power to be turned on. He then assured me that power would be turned on within a month. Since then, I have contacted ************** multiple times with no return call or email regarding the lack of power to my property. I also personally stopped at the local TNMP office with no one answering the door to talk to in person. I have tried absolutely EVERY avenue to get resolution to the lack of power at my property which is directly and negatively effecting my family and livestock for over a year. I was promised power to my property in May 2022, no one will respond and I still am unable to get power.

  

  Business response

  09/15/2023

  Dear ***************************,
  

  On 9/15/23, a TNMP representative in the *********************************** called and left a message for you at ************** to discuss the issue and move forward with getting service out to your property.  ************** left the company a few months ago.

  Respectfully,
  Texas-New Mexico Power

*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. ↩