website is terrible! you have to have multiple email address is you have multiple accounts and there quickpay option you have to remove the leading zeros of the account number for the search to work. Really!!!! and they have to use a third party to process credit cards payments which of course we are paying. In addition customer service cannot not even enroll you in autopay when you setup up the account you have to come back after the first paper bill. read more

NBU is a city-owned electric and water utility. What blows my mind is its $22 million per year of general and administrative expense (overhead). Holy crap, that is an absurd level of needless expenditure. Very little of this overhead would be spent if NBU were a unit of a larger utility, such as (for example) Centerpoint Energy. With Centerpoint's enterprise value / EBITDA multiple of 13x, that means NBU is worth hundreds of millions more to a buyer than it is worth to the City, all else being equal. Selling NBU would allow us eliminate 100% of the City's debt, cut taxes, and put something approaching $500 million into a permanent fund for more important things, like paying premium salaries to police, fire and EMTs and securing sources of water. It boggles the mind that our city leaders prefer to maintain the current incestuous arrangement at such a huge cost to the City's financial condition. Auction off NBU and get our city into a bulletproof fiscal condition. read more

Said I used 20,000 gallons of water in 5 days with no leaks and no river flowing out of my house. No common sense in the company. Stuck with this trash company. ​​ read more

With no crises on-going in New Braunfels, yesterday I was told I was number 54 in line for my call to be answered. I never received a return call as requested. Today I was 70-something in line. I finally received a return call at the end of the day. Absolutely unaccepatable for something as simple as cancelling service at a residence. read more

Price gouging monopoly. We had no power and no water the month of the winter storm and now they doubled our bill to make up for the winter storm. Fuel they say. how is them not being prepared the customers fault. read more

We had no choice on who our utilities would go through when we moved to New Braunfels and we have only lived here for 2 weeks, but I have been sorely disappointed with NBU. When setting up our utilities for our new house they ended up charging us a $400 deposit since we had not had a utilities bill in our name for the past 12 months. We had been living with my parents to save some money and pay off student loans, but to me $400 seems a bit steep, especially since we won't get it back for 2 years. My husband and I both have excellent credit, so I would think this could have been avoided with a simple credit check. Then I asked to have my husband added to the account, which didn't seem to be a problem. I provided his information and thought everything was good. My husband later called into the company, yet they made him hand me the phone to verify the account. This confused me as he should have already been added, yet at that time I was told we had to print, sign, and mail some form to actually have him added to the account. It seems you are told different information depending on who you speak to and that these measures are a bit over the top for a small utilities company. Now fast forward to today, again, 2 weeks after moving in. We're still unpacking and getting situated, so as you can imagine we have a lot of recycling that includes large cardboard boxes. Apparently, since the boxes were sticking out of our recycling can and the lid wasn't closed, they wouldn't pick it up. The men didn't leave a note, so we again had to call in and were informed at that time the lid had to be closed. This may have been good information to share with new residence when they were signing up. Another good bit of information that should have been shared with us initially was that they do offer card board box pick up on Tuesday's for new residence. Don't you think we would have liked to know that a couple of weeks ago? Not impressed. read more

Do not recommend but it's a utility so have no choice! Uses strong arm tactics to bully and fleece customers. Bill is 1/4 usage and the rest is fees. I'm not even home most of the time so I guess the cats are cranking the AC, running the appliances, and leaving the lights on. read more

What a scam this place runs! I'm moving apartments units. Just right next door! It will cost me $85 to change my service from one unit to the other. $40 for additional deposit?! $45 for administration fee?!?!? So they change one number in the computer system. Oh wait, I was told that I get a new account number. This place is criminal... read more

So earlier today I called NBU about a water leak on my front yard pipe after I dug up the hole myself to pinpoint the actual problem and where exactly the break in the line is, well during our conversation I told them that the break was outside the meter box but inside the cylinder casing where the shut-off valve is, I was told that the responsibility of repairing the break was on me not them, so I said fine in order for me to fix the leak and replace the valve I am going to have to break off the cylinder in order for me to get to it, the dispatcher then said you know what hold off let me send a couple of my men to see where exactly the break is. Robert and Israel a couple of service techs who work for NBU came within 10 minutes of the call, they saw where the break was which is next to the meter box, and told me that I was responsible for the repair. So I said Okay no worries, but to my surprise, before I knew it Robert and Israel got their tools and parts that they had and really went out of their way to help me out, they went above and beyond the call of duty, they managed to repair the leak by placing in a new pipe and shut off valve. Thx to men like that who go out of their way says alot about NBU and how they treat their customers. Thank you for what you do it is greatly appreciated especially late in the day in this 104 summer heat it doesn't make their job any easier but they do it anyway because they care. So next time you see them out and about working stop by and thank them, give them something to drink, it really goes a long way. Thx again Robert and Israel take care out there and God Bless. read more

The distribution center is The biggest joke around. They act like you owe them! We are upgrading our service and our neighbors service. I asked for a day they would switch it to new service, not only would they not give us a day, they won't even call you. The asshat told me 5 to 7 days, I asked him if they would call us before they arrived (private entry gates and dogs), he just repeated "5 to 7 days"!! Total disregard for common sense!! I work all over the state do Texss and even have to deal with Austin Energy daily! To be smart ass like the guy was is the reason for this review. Unacceptable way to do business! read more

What was once just another bill I paid and an after thought has become financial burden. NBU is gouging its customers with recovery fees that amount to over 100% of what your actual electric charge is. This means my bill is now more than double of what I used to pay. I have sent several email to the company asking for an explanation, with no reply at all. Other utility companies in the same area are charging much less in recovery fees, or even none at all, why are NBU customers paying so much??? Why does the Mayor sit on the board?? Why is the rest of the board selected by town council??? Time for a full investigation!!!!! read more

could your communication with us please please please improve even in the slightest to make our obligated relationship a little better?!?! seriously. you guys are horrendous. read more

In my humble opinion, this is a Monopoly. This is the only electric company here. They have price GAUGED citizens on what's called their electric recovery fee. The citizens are angry and are considering a class action lawsuit. Citizens recovery fees are HUNDREDS of dollars. One of my friends recovery fee was over $900 and that's not even including the actual cost of electricity. Even if you didn't live here during the winter storm, you're still going to be charged the recovery fee. The citizens are calling bullshit and want to know exactly how much, if any, of these charges are being used to support all of the new infrastructure that New Braunfels is being inidated with. During our city council meeting on August 8, 2022 it was made very clear that the citizens want to have options of their service providers to create competition and not be held to a monopoly of one company and the city. Some people have to decide between eating or paying their electric bill and having AC in this heat. If you move here I strongly suggest solar panels AND getting incorporated with your community ...and finding a good lawyer. YOU ARE IN THE PROCESS OF BANKRUPTING YOUR CITIZENS AND BUSINESSES!!!!! F U NBU. read more

Been a customer for 40 years. 480 ult. Payments made never late. They unroll me in an experiment , Smart Meters. They cause fires, produce radiation and data mine. Now they want to extort $25 a month cause I don't want to participate. Ian Taylor fails. His staff fails. They know they have an monopoly. read more

I do not have a problem with New Braunfels Utilities in so far as utilities go. I understand the present prices they are nation wide not just this location. However I do have a problem with the recent letter sent out by NBU to their customers "apologizing" for the price increase. What the letter should have said is " We apologize for the price increases but we are a not for profit and are only charge what is we have to to continue to operate efficiently", or words to that effect. But to send out a letter "Parroting" the White House only pisses people off, Our prices are not the fault of President Putin, nor are they the fault of our Texas Oil and Gas field workers, If whom ever wrote the letter received by NBU customers wishes to lay blame then lay it where it belongs which is simply 1600 Pennsylvania Ave Washington DC. The letter that was sent to your customers shows only the to put it bluntly the laziness of its author, if you wish to attempt to ease customers concerns about the rising prices then write a legitimate letter showing concern not contempt. read more

Power outages during a recent freeze and our bill actually went up as a result of broken horrible service...!

Just wanted to say thank you to NBU during these rolling black outs. We know of other peoples with other utility companies & 1 of them had been w/out electricity for 40 hours straight. The other person has been w/o electricity for over 20 hours. Going w/o electricity intermediately has been just fine. So again thank you for all you do! read more

NBU has a great system for paying monthly bills. You get a text, reply Yes", and get a reply that your bill has been paid. If you change credit card numbers and the payment is declined, you will get a text reminder later in the month about the outstanding payment. The reminder later in the month has twice saved me from being late when I replaced a lost credit card and the original text payments were declined. I was not happy when I was originally was required to post a $500 deposit; however, the deposit was refunded with interest after the required waiting time. I once had a concern that I was not receiving full power at my meter. I called late one afternoon and there were two trucks at my house about 20 minutes later to investigate. There was no issue. NBU is very good at notifying you -- via your choice or text or phone -- of an outage in your area with followup notifications to verify that the issue was resolved. read more

The worst! Wish we had another option. Customer service is frustrating to deal with. Unfortunately, they don't care because they don't have any competition. read more

Had a water leak on Sunday morning. Called NBU. They were prompt, professional and went above and beyond in showing us how to fix the problem, as it was on our side. Kudos guys! read more