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:09/21/2023

  Type:Product 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.

  When I moved to my current address in June, I was offered two months of free surge protection with the promise that I could cancel anytime, and I accepted the offer. Before the end of two months, I called to cancel. That was in July 2023 but I don't have the exact date. They offered me another 2 months free, so I accepted. On Aug 18, I was billed the $9.95 for surge protection, so I called to cancel on Aug 21, 2023. They said that it was cancelled. The charge wasn't taken off and so I paid the full bill.I called again on Sep 6, 2023. ***** at the Main ***** Office said that it was cancelled and they would refund me. He said he wasn't able to send me an email confirmation, but he gave me confirmation #S100470248.I was billed another $9.95 on Sept 19. So on Sept 21, 2023, I called FPL again. **** who worked at the **************** said she wasn't allowed to give me her last name or tell me what office she worked at, not even the city. More importantly, she said there was no record of me calling FPL to cancel at all, but she was happy to help me cancel. I said it wasn't acceptable as previous attempts had failed. She said she wasn't able to get me a supervisor or transfer me to ***********Finally, she said she could put in a cancellation request, refund me the two months for which I was billed, and send me an email confirmation. I am not convinced that this will result in any cancellation of my surge protection as the previous attempts have failed. I'm informing BBB about the anguish and time wasted trying to cancel surge protection and would like resolution of this issue should I not be refunded or continue to be billed.

  

  Business Response

  Date: 09/22/2023

  Please note that FPL's records are confidential, and the customer's account *** only be discussed with the customer of record. However, please accept this as confirmation that FPL received ***************************** complaint on September 22, 2023. The customers concerns have been addressed and the issue has been resolved to the customer's satisfaction.

   

• Initial Complaint

  Date:09/11/2023

  Type:Product Issues
  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.

  For the third month, I have contacted FPL Home Surge, and Home Serve about why my request to have each of these programs canceled has not been canceled and I am still being billed! On 6/29/2023, I called and canceled all of the programs, but when I received my FPL bill, nothing had changed! So when I received my FPL bill at the end of July, I called in again and stated I wanted all the programs canceled. I talked with ************ and I was assured today, that the Home Surge plan would be corrected, as their system had the plans listed as canceled. Today I was promised that my Sept 9th bill would be correct and that I would receive a credit for the previous two months. This was satisfactory! However, when I was transferred to the *************** I tried to speak to a person named "Winter", who proceeded to respond as if I were lying and kept trying to tell me information that had nothing to do with me canceling the plans, and even stated that they would check out my calls to see if I had indeed calls, and canceled the plans. Finally, the call turned into a shouting match, and I had had it! I want these plans canceled as they continue to increase in price, and I feel they don't want to have me cancel the plans, and I am trying of having to call each month, and keep going thru the same crap! I called in each month since June, and have been told that each time I contact these folks I am told that the plans would be canceled, and each month they continue to charge my account, and I am tired of it!

  

  Business Response

  Date: 09/25/2023

  Please note that FPL's records are confidential, and the customer's account *** only be discussed with the customer of record. However, please accept this as confirmation that FPL received ************************* complaint on September 11, 2023, and the issue has been satisfactorily resolved.

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20585126
  
  I am rejecting this response because: Home Surge repaid all the money I overpaid for their plan, but Home Serve FAILED to repay the entire amount of the money I overpaid, even though BOTH plans were cancelled the same day! On June 29th, I called both Home Serve, and Home Surge plan numbers, and I was told I had to call each plan to cancel all the plans!  At the End of July when I received my FPL bill, I noticed that the plans were still on my bill!  When I called both plans, I was told, that the cancelation might have been missed due to the time of the month when I canceled!  I was assured, that I would receive a refund for amount paid, and the current amount would be deducted from my bill! So, I paid the entire amount of the erroneous bill!  I again called both plans again, when I received my August bill, and I was still being charged for both plans, and I was again told they would fit the erroneous bills!  Then came September's bill, and I again called, and Home Suge immediately agreed to fix the issue, but when I tried to talk to the person at Home Surg, she was disrespectful and rude!  So hung up on her, and then filled out my BBB complaint!  Now, WHY did I receive all the money I was charged by Home Surge, but not the entire amount from Home Serve, when I cancelled both at the same time!  Home Serve states I didn't contact them until July, and yes, I contacted them at the end of July, when I received my FPL bill and the plans had not been cancelled!!  I paid my bill on time each month, even though I was being wrongfully charged for money I didn't owe!  But FPL Home Serve has been the folks who has given me the worse service and refused to do the right thing and refund the money they unjustly received from me!  I have never encountered a utility that was this unjust, and I regret the day I ever had to use them!
  
  Sincerely,
  
  *********************** LPN

  

  Business Response

  Date: 09/27/2023

  At this time, the issue has been fully addressed with the customer to reach a resolution.FPL successfully contacted the customer, and **************************** confirmed she was satisfied with FPLs resolution.

  Customer Answer

  Date: 10/06/2023

   
  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.   I would like to send huge thank you to ******, the *** Advocate, for her understanding, and compassion in assisting me with this matter.  And to the BBB for their help and awesome handling of this matter!
  
  Sincerely,
  
  *********************** LPN

• Initial Complaint

  Date:08/18/2023

  Type:Customer Service 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 just noticed on my FPL bill that I have been paying for a Homeserve water and electrical plan that I did not authorize. When I called the company they said that I have been paying since December but could not tell me who authorized this . Definitely a scam and who knows how many thousands or millions FPL is scamming. I will also report them to the state .

  

  Business Response

  Date: 08/23/2023

  Please note that FPL's records are confidential, and the customer's account *** only be discussed with the customer of record. However, please accept this as confirmation that FPL received ************** complaint on August 18, 2023, and the issue has been satisfactorily resolved.

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  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.

  Surge Shield Protection Claim CL-******. On 4/13/23, I put through a claim and it was approved on 5/8/23. They claim a check was issued but it must be lost! I have NOT received my refund check, in the amount of $1,025.56. After numerous phone calls, I finally have a direct line to a Manager *** at **************. He told me another check was mailed. After another two weeks, I called and he realized check was NOT mailed. *** reached out to his associate ******, who has tried to contact corporate to get my check overnighted to me. But CORPORATE DOES NOT RESPOND!!! I keep calling *** but corporate will NOT respond and overnight check. I am beyond frustrated with this claim!!!!!!!!!!! What is the problem? I filled out all the paperwork and my claim was approved. WHY CAN'T YOU VOID THE UNCLEARED CHECK AND ISSUE A NEW CHECK? It's been over 3 months!!!!! Is this an insurance scam??????

  

  Business Response

  Date: 07/31/2023

  Please note that FPL's records are confidential, and the customer's account *** only be discussed with the customer of record. However, please accept this as confirmation that FPL received ********************* complaint on July 28, 2023, and the issue has been satisfactorily resolved.

  Customer Answer

  Date: 08/01/2023

   
  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.

  Please note, your representative, ******, was very helpful to me.  She called me to introduce herself, explained procedure, called with final response and then called again to follow-up that I received my check.  Very professional and very very helpful.  "Thank you again ******!"

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

• Initial Complaint

  Date:07/24/2023

  Type:Sales and Advertising Issues
  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 cancelled in 2021 and they took out money from my account. I did not authorize renewal of my account. . i have talked to several people. Apparently, they took money in 2022 and I missed that. I never called them or used them, so they have my $525 from 2022 and won't refund that. I am on the phone with them now and they finally cancelled me, but will only refund $325, they said I got a promotion, but they took out $525 from my account, I only got the promotion the first year. They will not refund the full $525 they took. In addition since they said I had them unknowingly in 2022, I told them about my hot water heater seal that broke and flooded the neighbors down stairs., they said they would not cover it because i had to report in 30 days, I had no idea i still had them. I want the full $525 refunded, I guess my bad missing the 2022 **** they took.

  

  Business Response

  Date: 07/25/2023

  Please note that FPL's records are confidential and the customer's account *** only be discussed with the customer of record. However, please accept this as confirmation that FPL received ***************************** complaint on June 24, 2023. The customers concerns have been addressed and the issue has been resolved to the customer's satisfaction.

  Customer Answer

  Date: 07/26/2023

   
  Better Business Bureau:
  

  As long as I actually get the refund they promised i am ok with their response. They **** days to see the credit to my account. 
  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:07/13/2023

  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 an FPL Home ********************* contract on my home. My refrigerator has not cooled in more than 3 weeks. 2 service reps have come out and failed to fix the issue. The refrigerator NEVER cooled below 45 degrees. FPL states that the unit "is cooling" so they will not send another repairman. Our refrigerator has not cooled below 45 degrees F in 3 weeks. 45 degrees is well above the safe refrigerating temperature according to the government and the manufacturer of the unit. It is not safe and we have experienced food spoilage of milk in less than 24 hrs. We have had food poisoning issues. Now they are stating that we can fix it on our own and "maybe" they will pay the bill (weeks afterwards) or maybe they will not. This is unacceptable. They stated that since it "is cooling" (again ... not below 45 degrees) they are not responsible to send another repairman. It's been almost 4 weeks without a working refrigerator and since they refuse to repair it, we are purchasing a new one on Monday. According to the contract, it is a "repair or replace" up to a specific dollar amount. Either repair the unit or refund the balance of the allotted dollar amount for it's replacement.

  

  Business Response

  Date: 07/20/2023

  Please note that FPL's records are confidential, and the customer's account *** only be discussed with the customer of record. However, please accept this as confirmation that FPL received ***************** complaint on 07/13/2023 and has made multiple unsuccessful attempts to contact him by telephone and email. We have provided direct contact information for the customer and requesting a return call. If and when the customer contacts FPL,their concern will be addressed.

• Initial Complaint

  Date:06/15/2023

  Type:Delivery Issues
  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.

  6/16/2022 received a confirmation email from FPL that we were enrolled for surge protection and that it would be installed in the coming weeks.fast forward to 6/15/2023. Come to find out the device was never installed. FPL customer ******************** is stating that it's a 6-8 week waiting period for the next install. Even with the email confirmation from 365 days ago - they cannot guarantee the install can happen sooner than 6-8 weeks.

  

  Business Response

  Date: 06/22/2023

  Please note that FPL's records are confidential, and the customer's account *** only be discussed with the customer of record. However, please accept this as confirmation that FPL received **************** complaint on June 15, 2023. The customers concerns have been addressed and the issue has been resolved to the customer's satisfaction.
  

  Customer Answer

  Date: 06/22/2023

   
  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:05/11/2023

  Type:Product Issues
  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.

  FPL Home Services have been billing me for two types of surge protection that we never requested, authorized, or approved. In addition the surge protector was never installed on my meter, as their advertising indicates as that is how they provide the protection. I want a full refund for these deceptive business practices.

  

  Business Response

  Date: 05/17/2023

  Please note that FPLs records are confidential, and the customers account *** only be discussed with the customer of record. However, please accept this as confirmation that FPL received *********************** complaint on May 11, 2023.At this time, the customers concerns have been addressed. Our best efforts have been put forth to satisfy the customer.

  Customer Answer

  Date: 05/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, while not fair, is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/08/2023

  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 purchased a hot water heater insurance No Hot Water they use a company called home serve, who uses sub sub called: Hers and his plumbing (see what BBB has to say about them) we are going into our third week with out hot water. They responded the day after I called and got the hot water running and left, it failed and came back 3 days later soldered something and left failed! With 20 minutes. Now they cant get back here until Thur 5/11 . What do we want Hot Water. Looks like reading reviews of the sub,sub his and hers they rip people off charge ring up to $500. For ancelary Fittings and what not. What do we want, a legitimate utility that provides service NOT a company that collectson consumer ripoffs and denies any responsibility. I worked for a major electric Utility and cant imagine them ever getting their good name getting tangled up A ripoff outfit like Homeserv and her/his plumping

  

  Business Response

  Date: 05/15/2023

  
  Please note that FPL's records are confidential, and the customer's account *** only be discussed with the customer of record. However, please accept this as confirmation that FPL received ********************************* complaint on May 8th,2023, and the issue has been resolved to the customer's satisfaction.

• Initial Complaint

  Date:05/03/2023

  Type:Product 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.

  This company has been charging ** without our consent since 2017. They claim an agreement was signed and that a refund cannot be issued. We did not sign an agreement at any point. I have called them 4 times in the past month and I have requested for them to send me a copy of the agreement and they keep saying someone will call me back and the last time, I was hung up on. This company is a scam, if it is an insurance, we should have received an agreement, which we never did. This proves that they are engaging in unethical business practices. I would like to request a refund of $720

  

  Business Response

  Date: 05/04/2023

  Please note that FPL's records are confidential, and the customer's account *** only be discussed with the customer of record. However, please accept this as confirmation that FPL received ****************************** complaint on May 3, 2023. The customers concerns have been addressed and the issue has been resolved to the customer's satisfaction.