Yesterday I got my latest NES bill and as we’ve all become accustomed to, it jumped astronomically for no apparent reason. The days were warmer, the fuel costs went down, the rates went down and I was home far less often, yet my bill jumped to the highest it’s ever been. Naturally I decided to ask NES what the hell was up, although not expecting any kind of real answer since their customer service is about on par with Comcast. They did not disappoint, offering bullshit galore. I understand it’s a government-sponsored monopoly so I’m not going to get good value or customer service, but couldn’t they at least be creative with their lies so I’m entertained while they’re screwing me over?
My Initial Email To NES:
—–Original Message—–
From: ************************
Sent: Monday, January 25, 2010 5:26 PM
To: Customer Service
Subject: Billing Question
I can’t wait to hear an explanation for the huge increase in my bill this month. Temperatures were warmer, fuel prices down, rates down.. yet my bill is way up. And your excuse this time?
First Response From NES:
On Tue, Jan 26, 2010 at 8:44 AM, Customer Service <custserv@nespower.com> wrote:
Mr. *********,
After reviewing your account, it does show that the usage has increased. Part of this increase may be due to the unusually cold weather we had this billing period. You stated in your email that the weather has been warmer, however, during this billing cycle there were 11 days where the high temperature did not climb above 32 degrees and there were 24 days where the low temperature was well below freezing. If you will notice the degree days on this bill compared to previous months, you will see that they have increased considerably. Typically, the higher the degrees days, the colder the temperature. In case you’re not familiar with what a degree day is, I will try and explain. A Degree day is simply the difference between the outside average temperature for the day and 65. The base temperature is 65 because little or no heating or air conditioning is required when it is 65 degrees outside. The lower or higher the average daily temperatures are for the month, the higher the number of degree days, and most likely, the bill also. For example: if the high temperature for today was 55, and the low was 35, the average temperature would be 45 degrees. The degree day base of 65 minus 45 = 20 degree days for today. These daily totals are added together as a cumulative total for each billing cycle.
Have you checked the meter reading to be sure that it was read accurately? If you would like I could send a reread card in the mail for you to read the meter. What you would do is just mark the dials on the card just the way they look on your meter, date and sign the card and just put in back in the mail. The card is postage paid and will go directly to our billing department for review. If the meter reading shows the original reading to be correct, a letter will be sent to you advising you of this. If the meter reading shows that our reading was incorrect a corrected bill will be mailed to you.
In case your not sure how to read the meter I have included a link to our web page where you will find instructions on how to read your meter.
http://www.nespower.com/meter.aspx
I hope this helps. Please let me know if you have any further questions.
Thank you,
Customer Relations
Nashville Electric Service
My 2nd Email To NES:
On Tue, Jan 26, 2010 at 10:49 AM, Thomas <**********************> wrote:
While I appreciate you taking the time to respond, I don’t at all appreciate that your excuses are entirely fabricated. First of all, a “Degree Day” is a made up stat that explains absolutely nothing. Even if it did, setting a base temp of 65 makes no sense. If my thermostat is set at 65 then your assertion that “little or no air conditioning is required when it is 65 degrees outside” would be correct. However, everyone has different temperature preferences and the base temp used for that calculation would likewise differ based on individual preferences. I can make up some imaginary stat like Degree Days and claim that’s why I’m right, but I’d rather just use actual facts.
Secondly, your temperature stats are flat out wrong. If you had looked at the temps for my current billing cycle (12/22/2009 – 1/23/2010) then you would already know that. Check out this page: http://www.accuweather.com/us/tn/hermitage/37076/forecast-climo.asp?partner=accuweather&traveler=0&zipchg=1&metric=0&mnyr=12/1/2009. If you look at the data on that page for my current billing cycle, you’ll see that there were 9 days where the high temperature was 32 or below (1 day was 32 exactly). As for the number of days where the low temperature was “well below freezing” that would depend on how you define “well below”, but there were only 24 days where it was below freezing at all. So if “well below” means at least 5 degrees below, now you’re down to 18 days. At least 10 degrees, takes you to 13 days. Any way you look at it your excuses are just plain wrong.
I live in an apartment so I have no clue where my meter is, but checking it right now would likely do no good anyways. I have no proof of what it was last month and based on the first part of this email I obviously don’t trust anyone at NES to provide accurate info. Plus I’ve used additional KWH since the last reading so looking at it now would just be a waste of time. As for having it read again, what you failed to mention is that you actually charge me for that. It might seem a little less like bait-and-switch if you at least admitted that up front. Also, the link you sent in the last email brings up a page that says:
“Missing Content. Sorry the page you requested has not yet been pulled from the NESPOWER.COM website. We are scheduled to pull 10 pages per day from the main site. Please come back again and see our progress. In the mean time, feel free to navigate the rest of the site.”
Why would you send a link to a customer without verifying first that it works? That just seems like terrible, horrible, no good, very bad customer service to me, but sadly that’s what NES customers have come to expect. Well, that and outrageously high bills.
UPDATED (01.29.2010): 3 days later I still have no response from NES. I understand that it takes longer to respond with actual facts than to just make up bullshit, but surely 3 days is more than enough time!
To Be Continued (again)…