Complaints
Customer Complaints Summary
- 53 total complaints in the last 3 years.
- 24 complaints closed in the last 12 months.
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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:04/17/2023
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.
In May ********************************************************************************************************* the the Home Surge Shield protection. Today, we had an electrician come out to do some work on additional fuses in our fuse box and they tried to sell me a surge protector. I told them I had one from FPL, which we DO NOT. I found out from FPL what it should look like and also looked up cases and see that I indeed do not have the product for which we have been paying for. This is deception and fraud at its deepest. We pay monthly for the protection of having a surge protector so the our appliances aren't damaged. We are not paying for insurance, reimbursement of damaged appliances. FPL has been charging us for a Surge Protector that was never installed. We need to be fully reimbursed for the 6 years of payments and this can absolutely be in the form of statement credit. Again, we did not purchase insurance, we purchased a surge protector. I am not, nor have ever been, interested in insurance for our appliances. We purchased faithfully a surge protector to be installed to protect our home. FPL never installed the surge protector so they are liable to provide a full refund for this fraudulent activity. I have attached a picture of our meter clearly showing no FPL surge protector
Business Response
Date: 04/25/2023
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 April 17, 2023 and has made multiple unsuccessful attempts to contact the customer by telephone. As a result, a letter was sent to the customer via regular postal mail requesting contact. If/when contact is received from the customer, their concerns will be addressed.Initial Complaint
Date:04/11/2023
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.
Unfortunately I had not been reviewing my FPL bill but paying the amount they e-mailed I owed. However, recently I did review my bill and found that I was being charged for a water protection plan that I never signed up for. I am not sure how long I have been billed for this charge because I can only go back to 2021 on my account on computer and have been charged since then. I have tried to contact FPL but can not reach a human to discuss this error. Emails will not go through. I sent certified letter but it was returned because no one would accept it.The amount I have paid is quite a bit and I really cannot afford it.The account is in ***************************** name who is my deceased husband. Account # is **********. I dont know what else to do. Please help. I want to discontinue this service and be refunded what I have paid since this was added to my bill without authorizationBusiness Response
Date: 04/21/2023
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 April 13, 2023. At this time, the customers concerns have been addressed. Our best efforts have been put forth to satisfy the customer.Initial Complaint
Date:03/27/2023
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.
HomeServe, an insurance provider posing as FPL, is sending misleading insurance contract solicitation information through the mail. I have no policy information or idea of how to file a claim, even if necessary. FPL should immediately conduct due diligence and terminate all ties with HomeServe. FPL must verify these services through a third-party verifier. I do not receive a bill for this service because it is billed through FPL. I have no knowledge or information about HomeServe or what my coverage includes. Since April 2019, I have spent nearly $1,270 on a Water Protection Plan. Since June 2019, I have spent almost $280 on Exterior Electrical coverage. Together, I have spent over $1,500 on coverage I did not know I had.Business Response
Date: 03/31/2023
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 March 27, 2023. The customer's concerns were addressed; however, the issue was not resolved to the customer's satisfaction.Initial Complaint
Date:12/13/2022
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.
Had a power surge on September 5, 2022 that damaged my a/c unit...Tech came out on September 6, 2022 to repair. Replaced a capacitor...$250 Submitted all paperwork and company's invoice for repair as well ad a statement by tech stating a surge caused the problem. FPL *********** REFUSES TO PAY..I HAVE PAID FOR THIS PROTECTION SINCE JULY OF 2020...*********** SAYS ESCALATED TO MANAGER AND SOMEONE WILL CALL ME IN 24 to 72 hours. 3 x I called. Multiple wait times. Told a supervisor will call back..Nothing. Requested a refund of premiums paid. Refused VTy surgeshield. This company should not be allowed to operate in the ****************....Business Response
Date: 12/22/2022
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 *** received ***************************** complaint on 12/14/22 and has addressed his concerns; however, the issue was not resolved to his satisfaction.Initial Complaint
Date:08/27/2022
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.
over 10 years ago we purchased insurance to protect our appliances from a power surge from *** and 10 days ago *** has power outages in our area and causing our refrigerator to break down and stop working, because of the high heat in the summer we immediately purchased another refrigerator from Low's and they pick up the old one, contacted the *** to informed them about the power surged they caused, they reply that I have to pay a technician to inspect my old refrigerator ???? the already been picked up, so for the last ********************************************************************************************************************* our street.Business Response
Date: 09/13/2022
Please note that FPLES records are confidential and the customer's account *** only be discussed with the customer of record. However, please accept this as confirmation that FPLES received
complaint #******** on 8/30/22. At this time, the customer's concerns have been addressed. Our best efforts have been put forth to satisfy the customer; however, the issue was not resolved to his satisfaction.Customer Answer
Date: 09/17/2022
Complaint: 17784318
I am rejecting this response because: we have rejected the company responding , *** agreed that there was a power outage in our property but as a usual deny any responsibility , therefore the insurance company who is managed by *** deny any responsibiltes concerning our loosing the **** due to power outage.AS everyone know in **************** we can not fight the *** because they control ********************** but IM not giving up , I will filled an appeal and file another complained againest the insurance company who is after 9 years of paying hard earning money to them took advantage of me as a person who is over 65 years old and on SSI .
Sincerely,
*****************************( Husband of **************)Business Response
Date: 09/23/2022
In response to the rebuttal, FPLES re-contacted the customer and further discussed his concern. The customer's concerns have been fully addressed and at this time the customer has indicated he is currently satisfied with FPLES' action plan.Customer Answer
Date: 10/11/2022
Complaint: 17784318
I am rejecting this response because:Over three weeks ago we have agreed with the company to resolve the problem, Company agreed to resolve the problem by issuing a check for the amount of $738 .00 and we were promised that the check will be arriving within 14 days, but it has been over three weeks and nothing has arrived, talked to their representative ******* at ******************-693-7537 and I was promised again that the check has been issued ???? .So again this problem has not been resolved till we get the check.
Sincerely,
*****************************Initial Complaint
Date:08/05/2022
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 an account with FPL. I have automatic payments set up. I just realized that I have been charged two separate charges, $11.72 and $5.35 every single month since at least July 22, 2020 for Surge Shield and Electronic Surge Protection. I never signed up for or authorized this service to be placed on my account. When signing up for FPL, I declined this service. I was absolutely shocked to see it on my account. I would like to be refunded for these fraudulent charges on my account. I never authorized these charges.Business Response
Date: 08/17/2022
Please note that FPLES records are confidential and the customer's account *** only be discussed with the customer of record. However, please accept this confirmation that FPLES received complaint #******** on 8/5/22. The customer's concerns have been addressed and the issue has been resolved to the customer's satisfaction. Thank you for referring this matter to (FPLES) FPL Energy Services, ****
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