Complaints

This profile includes complaints for Evergy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Evergy

  1200 Main St Kansas City, MO 64105-2122

• 

  Evergy

  111 S Ellis St Wichita, KS 67211-1807

• 

  Evergy

  1710 Paseo Blvd. Kansas City, MO 64108

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:07/05/2025

  Type:Order 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.

  We used to live at the Haven at Shoal Creek **** * ****** *** *** ***, Kansas City, MO and moved out in August 2022. Someone new moved in and in between residents the utilities were put in our name from 4/2023 to 6/2023 when we were living in Oklahoma. We contacted Evergy and the apartment complex and neither is fixing the problem. Now Evergy is saying we owe them $377 and they have sent it to collections causing my credit score to take 112 point hit. This is not our bill and neither business will fix it.

  Business Response

  Date: 07/08/2025

  Our response is attached.During our last communication with *** *******, which occurred more than two years ago, we informed her that the
  service had reverted to her name based on a revert-to-owner form on file for the property. At that time, we advised her
  to contact the apartment complex to address the billing issue.
  Following her recent complaint, we investigated further and confirmed that *** ******* is not liable for this debt. It
  appears that her contact information was mistakenly added to the revert-to-owner form. We have since contacted the
  collection agency to request removal of the debt from her credit report and have asked that a formal letter be sent to
  *** ******* confirming the account correction 

  Customer Answer

  Date: 07/08/2025

  
  
  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:07/02/2025

  Type:Billing 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'm on the Night and Weekends plan for evergy. We make sure to run almost nothing during the peak hours and have appliances run overnight etc. It has saved us a good chunk of money versus the standard plan and appreciate the flexibility. My complaint is that evergy sent us a flyer saying we could save additional money on our bill by switching back to the standard plan. It didn't make any sense to me for how our usage goes so I went and calculated some of their example months and we would have paid anywhere from 20-30% more on the standard plan versus what they were showing.
  
  I hope I'm wrong but it seems like evergy might trying to get people to switch back to more expensive plans and if they wouldn't do the math themselves they wouldn't realize that it isn't actually a better deal. Their comparison months were just way off especially during the peak months of the year.

  Business Response

  Date: 07/09/2025

  Please review attached response.The documents provided to *** ******** were promotional materials tailored to his usage patterns. They included a
  rate comparison between his current plan and the standard rate. No changes were made to his account, and Evergy
  would never alter a customer's rate without their authorization.
  *** ******** took the right approach by conducting his own research and making the best decision for his household.
  At Evergy, we’re committed to keeping our customers informed about their options and helping them select the rate
  that best fits their home’s needs. 

  Customer Answer

  Date: 07/09/2025

  
  
  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:04/18/2025

  Type:Order 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.

  Aug2024-April2025 i just noticed that Evergy enrolled me into a standard plan due to my billing set up to direct deposit. I never paid attention due to the bill till recently. They said it's automatically inrolled when you create in account. When I asked for further Information the supervisor **** at evergy located in wichita ks told me to pay a fee because I dont agree how they go about enrolling people into that plan and how we have to pay additional fees to get out of it. And when I asked him about that and for further explanation and who could help me more on understanding this and see about resolving it he immediately said he done and hanged up on me. I don't understand how helping a customer figure out the account billing is such a problem and for an employer to be very unprofessional.
  
  Evergy should consider in training supervisors on how to help customers rather then being ignorant and unprofessional.
  
  I also called to reach out to another evergy number and a lady ***** was kind and respectful we spoke and she explained further the billing and when I went to explain to her I didn't enroll into the account she yelled at me to be quite and listen to her again while she said I did it when I created an account that it auto does that in one of the options. When I do understand her I just don't agree with how little they show patients and how they can yell and be rude at a company to treat the customers I hate to assume that's how they talk to everyone. I guess that's why evergy has a 1 star review out of 5 star. It's the way they treat customers.

  Business Response

  Date: 04/29/2025

  Our records indicate that *** ******* Evergy account has been enrolled in the Average Payment Plan (APP) since February 2023. His complaint also references both our standard rate plan and automatic payments, suggesting some confusion regarding the specifics of his account. Based on the available notes, his primary concern appears to be related to APP, so our response will focus on clarifying the details of this program. It is important for *** ***** to understand that APP is a voluntary program. We do not require enrollment, nor do we automatically enroll customers. Under APP, customer bills are calculated based on the 12-month rolling average for the property. Any difference in the APP amount billed and the actual usage is recorded in the APP settlement account. If an account has been overbilled, the settlement balance is refunded upon termination of service or cancellation of APP. Conversely, if an account is underbilled, the outstanding balance becomes due under the same conditions. There are no fees associated with enrolling in or canceling APP. *** ******* current APP bill is $209.00. His full account balance is $273.51, confirming his account has been underbilled by $64.51. Please inform *** ***** that all calls to our Customer Relations Center are recorded. We will review our prior conversations with him and provide coaching if necessary.

  Customer Answer

  Date: 04/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: your customer support but expecially you supervisor who i originally spoke to does and need to be trained properly how to talk to people. Just because he gets frustrated and we all do but to take it out and be unprofessional is very uncalled for and definitely un-becoming of a supervisor or any type of lead.  If you want to make this right a formal apology is due. And for him just hanging up because he feels entitled. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:04/07/2025

  Type:Billing 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 complaint is just regarding how my options to get on a payment plan, pay a certain amount to keep from being disconnected. I'll try to explain simply if i can. 1: At the same time i recieved in my mail, to form's. One was a disconnect notice. A PAST DUE amount of $311.06. A disconnect notice may accur between April 17,2005 & May 17,2025. (Take note of the dates on both form's & the date i talked to 2 representatives.) I called and talked with several people on April 4,2025. Also i received a April billing sheet. Notice the due date says April 22,2025, amount now is $374.96. Due April 22. So, i was told in order to keep from being disconnected, i was told I'd have to be on a payment plan. $11.00 for 11 month's, and I'm to pay $250.00 now. I started looking at this, & i think i was told to do this when i feel i should have paid my bill this way; instead of a payment plan, i could of just paid the $311.06 which this amount taken from the $374.96 =$63.90 for remainder of this bill. Isn't $311.06 greater than $250.? And $250. from $374
  96 leaves me a balance of $124.96. Now why force me on a payment plan, which is harder & more for me to pay, rather have me pay the way I'm suggesting? Look at the dates, i called April 4th. The $311.06 was to be due by April 17th. The billing statement says, $374.96 due by April 22cnd. I should of given the option to pay $311.06 instead of $250.00 and forced on a payment plan. Makes no sence, and what would make the difference... Paying $311.06 which is more, and my remaining amount on my bill is less than the other way. I'm on disability benefits monthly. A fixed income. My rent goes up. I've gotten behind on my other utilities on these payment plans i didn't understand then. I'm playing catch up now! Payment plans, I'm greatful for. I don't fit that plan cuz of my monthly amount I'm paid. I don't think i should of been put on a plan in this case. Id appreciate some resolve on this and allow me to pay in best for me. Thank you.

  Business Response

  Date: 04/29/2025

  April 29, 2025 Better Business Bureau **** **** ******** ***** *** Kansas City, MO 64114 RE: ****** ******** * ******** Our records indicate that *** ********** account was on a pay agreement that broke due to non-payment on 3/26/25. We sent a disconnect notice stating that a payment of $311.06 was required before 4/17/25. When we spoke with *** ******** on 4/4/25, we presented two options: pay the full past-due balance or make a payment of $252.00 to establish a new agreement. We reviewed the recording of this call and confirmed that he chose to go with the lower payment. At no point was *** ******** advised that he must start a payment plan as he stated in his complaint. Thank you, ***** ***** *** Customer Relations Advisor Evergy **** **** *** **** ***** Kansas City, MO 64105 *Disclaimer* By contacting the Better Business Bureau for assistance with resolving this issue, the customer has implied consent to share potentially confidential account information with only the Better Business Bureau as it relates to this complaint. Evergy requests that the Better Business Bureau not share publicly any confidential information when posting this response.

  Customer Answer

  Date: 04/29/2025

  Hello, this is ****** *********  I've read the response from evergy. As of that day April 4, while discussing this matter with my roommate, i may have went with her opinion because she was paying half of the bill. I don't recall given an option, but with so much stress going on with these utility plans and falling behind, and dealing with life threatening blood condition I'm facing, i may have agreed to the lower plan because she didn't understand.  Regardless, she may of heard and said her and i can pay half with separate transactions. I talked too several people regarding this. Why couldn't anyone say if your doing 2 transactions why not do that by paying the past due amount that way instead doing the same way and having to be on a plan. Anyway, I'm not disputing this anymore. There could of been more efficient help in helping someone decide their best options that was confused as much as i was.

• Initial Complaint

  Date:04/05/2025

  Type:Billing 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.

  On March 21, 2025 someone got a hold of my account info, and reversed a bunch of charges in which my Evergy bill in the amount of $321.14, which was paid on 01/23/2025. I contacted the bank immediatly and explained to them what's going on. They told me to change my password, and that charge would go back to Evergy on 03/31/2025. The bank has sent the $321.14 back to Evergy, but Evergy is saying I didn't make any payment on the 1/22/2025. I have proof that the payment was sent back to Evergy.

  Customer Answer

  Date: 04/21/2025

  Good morning, my issue was resolved on 4/17/25. They said the bill finally posted on 416/25. So everything is resolved now. 

  
  

  Thank you for help. Have a great day.

• Initial Complaint

  Date:12/19/2024

  Type:Billing 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.

  Evergy was offering a rebate of $800.00 for purchasing a new furnace back in September. My paperwork was submitted by Epic heating and cooling ******* ******** **** ******** *** ******* ** ****5.
  My project ID: E**************3, which I received via an email on 10/16/24 from evergy.
  
  Mike says the info says approved
  
  I have emailed - no response, I have called no one wants to help but they tell me I will receive a call back in the next couple days - nobody ever calls me back.
  
  When am I going to receive my $800.00 rebate?

  Customer Answer

  Date: 12/31/2024

  I never heard directly from Evergy but yesterday I finally received my rebate.  So all is good now.

   

  Thank you for your help!!

• Initial Complaint

  Date:08/07/2024

  Type:Billing 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.

  Back when I moved into my new apartment I SPECIFICALLY asked evergy and whatever associate I was on the phone with the make sure that my billing came out on the seventeenth of each month because of how much my rent has skyrocketed. Now only to find out that I’ve been being charged from the seventh to the ninth of the past four to five months from what I’ve seen and not being pulled the initial day that we agreed upon. On top of that the first reason I was even on the phone was because they just abruptly shut off my billing completely only for me to find it being incorporated into my rent payment so they screwed up on that too, not being the first time they’ve done that might I add. So far every time I’ve moved I’ve had nothing but a negative interaction with evergy as a company not even just its workers. This is ridiculous that these obnoxiously annoying mistakes KEEP HAPPENING. Primordial living would be more enjoyable than working with company.

  Business Response

  Date: 08/07/2024

  Our response is attached.

  RE: ***** **** – ********
  
  Every call that comes into our customer relations center is recorded. We reviewed the recording of our conversation
  with Mr. **** from 11/3/23 and confirmed the following:
  
  • Mr. **** initially questioned why we stopped withdrawing money from his checking account. The CSR assisting
  Mr. **** explained that we stopped the electric service (at his prior address) per his request and his final bill
  was paid on 9/26/23.
  
  • Mr. **** then stated that his new apartment complex was billing him for the electric service. We explained that
  the service was still in the complex’s name because we never received a turn on request from him. Mr. ****
  stated that he requested a transfer and had proof, but we were unable to find a record of it in our system.
  
  • Mr. **** confirmed that he wanted to transfer the service from the apartment complex into his name effective
  11/17/23. The CSR confirmed the turn on request and advised Mr. **** that his bills would be due 21-days after
  the print date each month. Mr. **** didn’t mention that he wanted his bills to be due on the 17th of the month
  at any point during the call.
  
  We understand that Mr. **** wants to change his due dates. Unfortunately, that isn’t an option because the dates are
  based on our meter reading schedule, which has already been set. His bills will continue to be due between the 6th and
  11th each month.
  
  Thank you,
  
  ***** *****
  Sr. Customer Relations Advisor

• Initial Complaint

  Date:07/29/2024

  Type:Billing 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 initially had a balance with Evergy and before I could get service turned out I had to pay a deposit, which I did. I was then told the remaining balance would be set into increments. Upon my bill being received it was the full requested amount. There was never the installments as promised. I made multiple attempts to correct the issue at hand through their online portal and could not get it resolved. I called to inquire and was never provided a straightforward answer as to why it never happen. I was told I would have to come up with $232 by 7/30/2024 which isn’t possible as I don’t get paid til the 2nd. Evergy did not keep its end of the agreement.

  Business Response

  Date: 07/30/2024

  Our response to *** ****** complaint is attached.

  *** ****** claim that he paid a security deposit to start his electric service is inaccurate. He did make a payment toward a prior utility balance, but it was cancelled on 3/22/24, and no payments have been received since.
  We spoke to Mr. Nicks on 7/26/24 and quoted him $262.00 to start a payment plan. Unfortunately, his payment history does not warrant granting an extension or accepting a lower payment.
  Thank you,
  ***** *****
  Sr. Customer Relations Advisor
  Evergy
  **** **** *** **** *****
  Kansas City, MO

  Customer Answer

  Date: 07/30/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: In the response it’s stated that it is inaccurate that the deposit paid wasn’t to start service and a payment towards a previous balance. What is true is I had a prior balance and was told before I could get services started at a new location. That a deposit must be made. So that in fact is true. Second I never cancelled the payment plan and when I inquired why I was charge the full amount instead of the agreed upon installment and portion that was never honored. 
  there’s a reason why you all have a rating of 1.5 stars. You all are lying group of crooks and this matter will be sent to the mo state attorney general for further investigation 

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

  Business Response

  Date: 07/31/2024

  Our response is attached.

• Initial Complaint

  Date:07/18/2024

  Type:Billing 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.

  On the afternoon of June 19, 2024 at 2:45 pm my residence completely lost power. I immediately called Evergy. I live in a townhome, so there are two meters on the building. The representative I spoke with told me that our meter was # ******** and there was power going to my meter. I asked for someone from Evergy to come out and was denied that request. I called an electrician.
  
  AB May sent out ***** to our residence around 10:00 pm that evening. He checked the meter
  that Evergy said was ours and verified that meter # ******** did indeed have power. ***** decided to check the other meter on my building. That meter (#********) did not have power
  going from the meter to the disconnect. We checked with my neighbor in the townhouse. She
  had power, I did not. ***** suggested I call Evergy back as he suspected that the meters were
  switched.
  
  I booked a hotel room for myself and one for my brother and sister in law who were in town
  because it was pitch dark and 90 degrees in the house by this point and I felt unsafe because no one could tell me why I didn't have power.
  
  At 8:00 am the next morning. I came home and there was power. I have no idea when it came
  back on. Neither my husband, nor I, were notified that it was back on or what had caused the power to go out so I called Evergy and the representative told me that it was a disconnect issue. We verified that we had paid our bill and our power should not have been shut off.
  
  Finally on July 5 someone came out and verified that the meters were indeed switched.
  
  Here are the facts. I paid my bill. My power was shut off due to a disconnect. I had to hire an
  electrician to verify the problem because Evergy could not tell me why I did not have power, it
  got so hot that me and my family, who came to visit, could not stay at my residence, and I am
  not getting any communication from Evergy about this issue.
  
  In this claim I am asking for my service call from AB May and my two hotel rooms from Hampton
  Inn be reimbursed.

  Business Response

  Date: 07/19/2024

  Our response is attached.

  Our records show that Ms. ****** called at least 3 times to report an outage on 6/19/24. It is standard practice to ping the meter prior to dispatching a troubleshooter. The meter showed active, which almost always indicates an issue on the customer’s side of the service. Therefore, Ms. ******** outage tickets were cancelled, and she was instructed to hire an electrician. The electrician discovered that the meters were likely switched, so we dispatched a troubleshooter, who determined that the issue was actually due to mislabeled meter cans, not switched meters. For awareness, it is the homeowner and/or builder’s responsibility to label the meter cans, so this was not an Evergy error.
  Ms. ******** bills have been adjusted based on reads from the correct meter. We also agreed to reimburse Ms. ****** for the cost of the electrician since we instructed her to hire them. We are unable to reimburse her for the cost of the hotel because this incident was not caused by an Evergy error.
  Ms. ****** filed a similar complaint with the ******** ****** ******* ********** (MPSC). MPSC staff will make the final decision on who is responsible for the hotel bill. We respectfully ask Ms. ****** for her patience while that process plays out. We also request that her BBB complaint be closed since we are actively working to resolve this matter with our regulator.

  Customer Answer

  Date: 07/22/2024

  You can close this complaint. 

• Initial Complaint

  Date:07/02/2024

  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.

  I moved to my house in September of 2020 and have had no fewer than 15 power outages while rates continue to increase. Many outages have been for multiple days without any adjustment to bills, apologies or reimbursement for expense. Evergy has a monopoly in Kansas City and is terrible. Every house across my street has never lost power during the same period.

  Business Response

  Date: 07/03/2024

  Our response is attached

  Our records show that all of the outages Mr. ******* has experienced over the previous 12-months were caused by 
  storms and vegetation. The multi-day outages that Mr. ******* referred to in his complaint were caused by extreme
  weather events that included tornado strength winds (twice in July 2023) and a blizzard (January 2024). We just 
  experienced another severe storm last night that caused extensive damage to trees and equipment from Wichita all the 
  way to the KC Metro. There is nothing that could have been done to prevent those outages or speed up the restoration 
  process.
  We understand that outages are frustrating, and we apologize for any inconvenience that they have caused Mr.
  *******. Please let him know that we do everything in our power to provide uninterrupted service, but occasional 
  outages are unavoidable. The area that he lives in is covered in mature trees, which increases the likelihood of an outage 
  anytime we experience storms.

  Business Response

  Date: 07/15/2024

  Our response to Mr. *******'s rejection is attached.

  An engineer in our distribution engineering group reviewed the outage history for Mr. *******n’s residence and
  confirmed that 95% of the service interruptions were caused by a combination of storms and vegetation. His neighbors
  are on a different circuit, which explains why they aren’t impacted by the same outages.
  We are currently discussing options to improve reliability. This will likely include spot trimming areas where vegetation
  has become overgrown and potentially updating some equipment. Any upgrades will take some time to complete, so we
  respectfully ask Mr. ******* for patience.
  Thank you,
  ***** *****
  Sr. Customer Relations Advisor
  Evergy
  1200 Main St, 30th Floor
  Kansas City, MO 64105
  

  Customer Answer

  Date: 07/15/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is understandable although not ideal
  

  Sincerely,

  
  
  
  *** *******