Complaints
Customer Complaints Summary
- 53 total complaints in the last 3 years.
- 24 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/07/2024
Type: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 had enrolled in a water program with fpl I called in Feb 2022 they said they wont help me because it wasnt under the service had wanted them to check sewer lines. So I canceled the service of 17$ a month now its 19$. When I called I know I spoke to an agent she placed me on hold came back told me it was removed. So I never really checked the bill for it and I was selling the house 6 months later house didnt sell I just paid the bill and seen that they took more money out of my account than what the bill was. Come to find out it was never taken off my account I have tried to call them 3 times today to talk to a supervisor about check to see any notes of previous calls to see exactly when I canceled last time but they keep telling me I never did when I know its a lie!!! I want someone to listen to my phone calls to see that I did call and cancel this months ago
Business Response
Date: 11/18/2024
Please note that ***'s records are confidential, and the customer's account may only be discussed with the customer of record. However, please accept this as confirmation that *** received ****** Elliotts complaint on November 7th,2024, and has made multiple unsuccessful attempts to contact her by telephone, and email. Messages were left on the customers answering machine requesting a return call. If and when the customer contacts ***, their concern will be addressed.Initial Complaint
Date:11/05/2024
Type: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.
Surge protector installed on my home without my consent or request. Monthly fees for said service.Business Response
Date: 11/05/2024
Please note that **** records are confidential, and the customers account may only be discussed with the customer of record. However, please accept this as confirmation that *** received ****** Greers complaint on November 5th, 2024 and has addressed her concerns; however, the issue was not resolved to her satisfaction.Initial Complaint
Date:11/04/2024
Type: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 paying Fpl for surge protection I DONT HAVE JUST GETTING RUN AROUND I EXCUSE 7 MO OF CREDIT AND ALL LATE FEES RETURN SEEMS TO BE A PROBLEMSBusiness Response
Date: 11/05/2024
Please note that ***'s records are confidential, and the customer's account may only be discussed with the customer of record. However, please accept this as confirmation that *** received **** Engelharts complaint on November 4th, 2024, and the issue has been resolved to the customer's satisfaction.Initial Complaint
Date:10/24/2024
Type: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.
We purchased the *** Surge Shield Program through FPL Home. The *** Surge Shield Program states that The SurgeShield program also comes with a $5,000 limited manufacturers warranty per covered appliance, per occurrence, for damages caused by a failure of the surge protector to properly perform. We filed a claim with FPL Home because the surge shield we are paying for did not protect our AC unit during a power surge during Hurricane ****** on September 26, 2024. We noticed a few days later that our AC unit was not working properly. We filed a claim with FPL Home on October 2, 2024 and they stated we needed to provide an estimate. We provided an estimate, but they said that our estimate is too high. They asked for an itemized estimate. We provided the itemized estimate and they still say it is too high. We have argued several times with them that the ********** we went to provided us that estimate and to just pay our claim at what they think is fair. They refuse to pay us anything. I called today and spoke to *****. She first said we needed to provide another estimate. But then she said we needed to provide an invoice, meaning we would have to have the repairs completed before they made a decision. To me, this sounds like they will not provide services for a service we have paid for.Business Response
Date: 10/24/2024
Please note that ***'s records are confidential, and the customer's account may only be discussed with the customer of record. However, please accept this as confirmation that FPL received Mrs. ********* complaint on October 24, 2024. The customers concerns have been addressed and the issue has been resolved to the customer's satisfaction.Customer Answer
Date: 11/05/2024
I did sign a General Release that said *** will pay me $3246.80, and I submitted the notarized document last week, but I have not yet received payment. Therefore, this issues has not yet been resolved.Customer Answer
Date: 11/06/2024
Complaint: 22467966
I did sign a General Release that said FPL will pay me $3246.80, and I submitted the notarized document last week, but I have not yet received payment. Therefore, this issues has not yet been resolved.
Sincerely,
******** ********Business Response
Date: 11/15/2024
Please note that ***'s records are confidential, and the customer's account may only be discussed with the customer of record. However, please accept this as confirmation that FPLES received ********************** complaint on November 6, 2024. The customers concerns have been addressed, and FPLES is working with the customer to ensure a satisfactory resolution.Customer Answer
Date: 11/25/2024
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.
Sincerely,
******** ********Initial Complaint
Date:10/22/2024
Type: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 have FPL: Home Surge Shield program, which I have had since they first start this program, on 10/09/2024,we had a hurricane ******, my power kept flickering on and off ,then we lost electricity for about 12-20hrs during the Tornado's/hurricane, after that I found my microwave was not working properly ,my microwave was bought on 01/07/2023, brand(Maytag) I paid $413.02 The program I have with FPL is suppose covers anything connecting to power, they charge my account each and every month for this coverage including taxes and County sales tax in the amount of $12.79, yet NO ONE HAS MY NAME OR ADDRESS FOR THIS PLAN.Business Response
Date: 10/24/2024
Please note that ***'s records are confidential, and the customer's account may only be discussed with the customer of record. However, please accept this as confirmation that FPL received ***** Audains complaint on October 23rd, *****, and the issue has been satisfactorily resolved.Customer Answer
Date: 10/25/2024
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.
Sincerely,
***** ******Initial Complaint
Date:10/17/2024
Type: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.
The issue is i submitted for a claim for repairs. *** sent an electronic surge protection form and the technician signed ( first the diagnostic was done and then they found a problem), some items need to be replaced. The items below all need to be replaced. The main board burned and cannot be repaired. I submitted all the evidence and the claim was denied. They stated it was denied because of insufficient documentation. They stated the reference number is incomplete and it was closed. The reference number is CL-****** . I have been paying the insurance with no problem. Another claim that was denied and got canceled is CL-******. I want the items to be replaced, they state that I have to pay out of pocket for these items, but this is why I pay the insurance. I submitted all the documentation in a timely manner.Customer Answer
Date: 10/17/2024
These are some of the pictures related to the damage please take a look, the insurance left me unpaid after I had been paid my insurance every month for more than 7 years.Business Response
Date: 10/23/2024
Please note that **** records are confidential, and the customers account may only be discussed with the customer of record. However, please accept this as confirmation that FPL received **** Lubrins complaint on October 17th, 2024, and the customer does not agree with **** resolution.Customer Answer
Date: 10/23/2024
Complaint: 22433282
I am rejecting this response because:
The response that I got from the company offered to pay only $600, when the repairs and the replacements would equal up to $25,000. I am not accepting this.
Sincerely,
**** ******Business Response
Date: 10/24/2024
In response to the rebuttal, *** re-contacted the customer and further discussed their concerns; however, the customer does not agree with the resolution of their complaint. At this time, the customer's concerns have been fully addressed and FPL's position on the matter has been explained. Our best efforts have been put forth to satisfy the customer.Customer Answer
Date: 10/24/2024
Complaint: 22433282
I am rejecting this again because theyre only offering $600 and theyve called me and they said that remains the same so were gonna leave it at that. Im rejecting the offer and Im going to get a lawyer. Thank you.
**** ******Initial Complaint
Date:10/13/2024
Type: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 Wednesday 10/9/24 at about 8:30 PM my power went out and as of right now on 10/13/24 at 1:30 PM I still don't have any power yet. FPL'S update states it will probably be restored on 10/16/24 or 10/17/24. This is unacceptable! I called FPL on 10/11/24 about 8:00AM and spoke to a representative about losing all of my food in my freezers and the lady told me that FPL won't replace my food. I want my food replaced because all of my food is completely gone due to the power outage and FPL should be made to compensate me for my food. This is FPL'S fault because they knew how bad Hurricane ****** was going to be and they didn't prepare properly for it. I have no food to eat at all. Everything is ruined. I stocked up my freezers about 2 1/2 months ago and I spent $1200 because the last power outage at my home caused all of my food to get ruined and that's why I paid $1200 for groceries. I also have Pneumonia and my doctor told me that I have to stay inside my house in the A/C to not stir up the Pneumonia, but I have no power and I'm not getting better because I'm in straight hot heat. I'm having a hard time breathing because of the extreme heat. I'm furious with FPL! My power should have already been restored by now. I'm going to look for a different power company because I'm fed up with FPL and their poor ***************** This isn't my fault, it's FPL'S fault. This is the second time my power went out and I lost all the food in my freezers. I want FPL to pay me $1200 to replace all my food that I just replaced 2 1/2 months ago when the surge protection messed up my A/C and FPL had to pay for the damage. All I'm asking for is compensation for all the food I lost in the amount of $1200.Business Response
Date: 10/23/2024
Please note that FPLs records are confidential, and the customers account may only be discussed with the customer of record. However, please accept this as confirmation that FPL received the customers complaint and has addressed their concerns; however, the issue was not resolved to their satisfaction.Customer Answer
Date: 12/08/2024
I've called ****** from FPL with the **************** three times between 12/2/24-12/6/24 and I left her three voice messages to please find out the status of my two Surge Protection Claims through FPL and ****** still hasn't called me back with an update yet.
Im still waiting to be compensated from FPL for the two claims that I paid out of my own pocket that I should be compensated for under the Surge Protection through my plan with FPL.
I was told by *** that it could take up to 30 days well, it's been way over 30 days.
Im giving FPL and ****** until 12/16/24 to compensate me for the two Surge Protection Claims and if I haven't heard anything or receive my two compensation checks from FPL I will retain an attorney and *** FPL as well as file state charges against FPL.
I don't want to do either one, but I will if I need to in order to get the two claims rectified.
***** Boyer
Business Response
Date: 12/12/2024
Please note that **** records are confidential, and the customers account may only be discussed with the customer of record. However, please accept this as confirmation that *** received the customers complaint. At this time, FPL has referred the customers concern to ********************.Business Response
Date: 12/17/2024
Please note that ***'s records are confidential, and the customer's account may only be discussed with the customer of record. However, please accept this as confirmation that *** received ***** ****** complaint on December 12th, 2024,and has made multiple unsuccessful attempts to contact the customer by telephone, and email. A letter via email was sent explaining the actions taken on the account by *** to satisfactorily resolve the matter, and requesting contact from the customer should she have questions or concerns. If and when contact is received, the customer's concerns will be further addressed.Initial Complaint
Date:10/13/2024
Type: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.
Contracted and purchased a ********* warranty on my central air AC and water line. Paid for this warranty for over 10 months. Previously I had similar warranty through another FP&L home warranty. A few months back they discontinued the plan and offered similar service through *********. ** was not working called *********. Tech stated unit was old and parts not available ********* agent stated to submit paperwork/claim with proof of new unit install and photos. Submitted required paperwork via online portal. A few days later, I received a call by another ********* agent informing me that my ac unit was not covered! Reason being it was obsolete and unit could not be repair. They took my money for months never informed me that my unit was too old for the plan to cover repair. Now I am out over $4600.00!Homeserve never asked for age of unit, age of house plumbing, all they wanted to know was about my FP&L information so they could tack on the monthly charge. This is a combined deceptive practice by both Homeserve and FP&L.Business Response
Date: 10/15/2024
Please note that ***'s records are confidential, and the customer's account may only be discussed with the customer of record. However, please accept this as confirmation that FPL received ******* ********* complaint on October 14th,2024, and the issue has been addressed with the customer to reach a resolution.Customer Answer
Date: 10/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not 100% satisfactory to me, but I accept it.
Sincerely,
**** ********Initial Complaint
Date:09/28/2024
Type: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.
*** Affiliate and Other Programs - The HomeServe Water Protection Plan* program was added to my account in September 2022 (see bill) for $31.97. This fee went up for many months and kept rising without notice. I called FPL more than three times to cancel, but achieving it was difficult. This company decided to change the fee to $9.49 and still withdrawing this money without my consent. I want a confirmation letter reflecting this cancelation and a refund of this service charged to my account for many months without my permission and after many calls requesting this cancelation. I uploaded the initial and current bills. Charges went from the first bill to this current bill. Perhaps it began some time ago, but I could only download from FPL what I uploaded.Business Response
Date: 10/03/2024
Please note that ***'s records are confidential, and the customer's account may only be discussed with the customer of record. However, please accept this as confirmation that FPL received ******* ****** complaint on September 30th,2024, and has made multiple unsuccessful attempts to contact him by telephone, and email. Messages were left on the customers answering machine requesting a return call. If and when the customer contacts ***, their concern will be addressed.Business Response
Date: 10/03/2024
Please note that ***'s records are confidential, and the customer's account may only be discussed with the customer of record. However, please accept this as confirmation that FPL received ******* ****** complaint on September 30th,2024, and the issue has been satisfactorily resolved.Business Response
Date: 10/03/2024
Please note that FPL's records are confidential, and the customer's account may only be discussed with the customer of record. However, please accept this as confirmation that FPL received ******* ****** complaint on September 30th, 2024, and the issue has been satisfactorily resolved.Initial Complaint
Date:09/20/2024
Type: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 have bought FPL Electronic Surge Protection Program, an insurance that *** offers. There was a surge on 9/18/24 and one of the networking equipment of my house got damaged. FPL states that I have to take the equipment to a technician to verify the damage. That would cost me half of the value of replacement. It is the first time I come across an insurance that does perform inspections on their own.Business Response
Date: 09/20/2024
Please note that ***'s records are confidential, and the customer's account may only be discussed with the customer of record. However, please accept this as confirmation that FPL received ****** Venturinos complaint on September 20th,2024, and the issue has been satisfactorily resolved.Customer Answer
Date: 09/20/2024
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.
Sincerely,
****** *********
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