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:06/25/2024

  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.

  Problem with Evergy and my 93 year old mother's account. My mother has paid Evergy on time for over 50 years. My 96 year old father died in 2023 and I am trying to assist my mother with household expenses and bill payment. I submitted a Evergy payment online, thinking it would be faster and easier than mailing a check every month. The payment was rejected, but I don't know why. A second payment was rejected and I don't know why. Evergy states the account number was wrong, but there's no way to verify this because they will only provide the last four digits of the account number and they match my mother's bank account info. So I don't know what the error is. They charged her returned check fees of $30 each and now refuse to accept checks or fix the online payment. They state cash, money order or credit card only. They will review in one year and determine if online payments can be accepted. They are incredibly rude on the phone and stated it was my error, although they have no proof. The routing number they had on file was correct and the last four digits of the account number matched her account. I asked to verify the entire account number they used and they stated "the only way to get that is by subpoena in court." I think this is reprehensible that a 93 year old women that has paid her bills on time for decades gets a $60 fee and told to wait 12 months to resume online payment. Obviously she is not a deadbeat and I just want to make sure her bills are paid on time and this is how we get treated by an energy company that is holding us hostage. It's not like we can cancel electric service. They told me to pay her $60 fee since I entered the wrong account info, although there's no way to verify that claim.

  Business Response

  Date: 06/28/2024

  Our response is attached.

  Ms. ******** filed an identical complaint with the ****** *********** Commission (KCC) on June 25, 2024. Her
  complaint was closed after KCC staff determined that we were following our rules and regulations. We are aware that
  Ms. ******** is still dissatisfied. Unfortunately, we are unable to provide any additional information or refunds beyond
  what we have already given. The response below is what we sent to the KCC earlier this week.
  
  Our records show that the $66.15 payment made on 5/29/24 and the $96.15 payment made on 5/31/24 were both
  returned by the bank due to an invalid account number. We charged two $30.00 returned check fees and a $1.40 late
  fee.
  
  We are truly sorry that Ms. ******** had a negative experience when she called to discuss this matter earlier today.
  Please advise Ms. ******** that our CSRs don’t have access to the full account number. Even if they did, they wouldn’t
  be allowed to provide banking information due to privacy/security concerns. There was clearly an issue with the account
  number she entered because the bank, not Evergy, sent both payments back.
  
  Please inform Ms. ******** that we waived one of the $30.00 returned check fees and the $1.40 late fee as a courtesy.
  The updated account balance is $156.26, and it is due on 7/8/24. We are also going to remove the block on check
  payments, but it won’t take effect until the next billing cycle, so the current charges must be paid via cash, card, or
  money order.
  
  Thank you,
  
  ***** *****
  Sr. Customer Relations Advisor
  Evergy

  Customer Answer

  Date: 07/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have yet to receive the account number that was entered into the system. I have closed the account, so this will not be an issue in the future. 

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

  Business Response

  Date: 07/19/2024

  Our response is attached.

  We are truly sorry that we have been unable to resolve Ms. ********’s complaint. Unfortunately, we don’t have
  anything to add to our prior responses. We are unable to provide bank account information without a subpoena. The
  purpose of this policy is to protect our customer’s information and we are unable to make an exception. We are aware
  that Ms. ******** is now saying that the bank account bas been closed, but we don’t have access to the bank’s records
  to confirm account ownership, status, etc.
  Per our prior responses, Ms. ********’s complaint has been reviewed by our regulator, who determined that we are in
  compliance with our rules and regulations. Our regulator expressed appreciation for waiving the fees because that was
  not required. We respectfully request that her BBB complaint be closed. 

• Initial Complaint

  Date:06/15/2024

  Type:Sales and Advertising 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.

  We are requesting electrical service be installed at *** ** **** **** ********** MO. We are tempting to build a new home very hard to do with no power source. Have had numerous requests and no one will show up to install the power.

  Business Response

  Date: 06/18/2024

  Our response is attached.

  Mr. and Mrs. ****** were advised that it would take at least 2-weeks to set their temporary meter when we spoke to
  them on May 31, 2024. We explained that the delay was due to a backlog caused by several powerful storms that
  impacted the area over the past month.
  We set the temporary meter earlier this morning, so this matter has been resolved. We apologize that we couldn’t get it
  completed sooner.
  
  Thank you,
  
  ***** *****
  Sr. Customer Relations Advisor
  Evergy

• Initial Complaint

  Date:06/13/2024

  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.

  The difference in this months bill and last months bill is unexcuseable

  Business Response

  Date: 06/14/2024

  Our response is attached.

• Initial Complaint

  Date:06/10/2024

  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.

  06/10/224... had info that bill was not due until 6/11/2024..... turned electric off in massive heat. Paid bil with in 15 minutes of service interrupted. Would not turn service back on , even after debating with supervisor for over 45 minutes on the phone during work. Ruined over 200.00 of food and lost wages

  Business Response

  Date: 06/11/2024

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

  *** ********** claim that he had until 6/11/24 to pay his Evergy bill is not entirely accurate. His current charges in the
  amount of $77.70 are due on 6/11/24, but he failed to mention that he had a past due balance in the amount of $453.34
  that was due before 6/7/24. No payments were received, so *** ********** electric service was disconnected on
  6/10/24. We would be happy to provide a copy of the disconnect notice to the BBB if *** ******** grants permission.
  
  *** ******** paid $455.00 shortly after his service was disconnected. We issued a restore order and advised ***
  ******** that we would do everything in our power to complete the order that day, but we were unable to guarantee
  service until the next business day.
  
  We understand *** ********** frustration and are truly sorry for the inconvenience. He might consider enrolling his
  account in autopay to ensure this does not happen again in the future.
  
  Thank you,
  
  ***** *****
  Sr. 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.

  Business Response

  Date: 06/11/2024

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

  *** ********** claim that he had until 6/11/24 to pay his Evergy bill is not entirely accurate. His current charges in the
  amount of $77.70 are due on 6/11/24, but he failed to mention that he had a past due balance in the amount of $453.34
  that was due before 6/7/24. No payments were received, so *** ********** electric service was disconnected on
  6/10/24. We would be happy to provide a copy of the disconnect notice to the BBB if *** ******** grants permission.
  
  *** ******** paid $455.00 shortly after his service was disconnected. We issued a restore order and advised ***
  ******** that we would do everything in our power to complete the order that day, but we were unable to guarantee
  service until the next business day.
  
  We understand *** ********** frustration and are truly sorry for the inconvenience. He might consider enrolling his
  account in autopay to ensure this does not happen again in the future.
  
  Thank you,
  
  ***** *****
  Sr. 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.

• Initial Complaint

  Date:05/28/2024

  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.

  There website states that for the area I reside the average yearly bill is around 2000 yet I've paid well over 6000 in two years I have my payment history through there Web site showing that they charged me elevan times for the same month same date all different charges I was evicted in July of 23 when i moved I already had no power they disconnected me yet in november theres thirteen charges that say wrote off for the sake date different charges i was over charged and something isnt right

  Business Response

  Date: 05/29/2024

  Our response is attached.

  Ms. Mead filed similar complaints with the Missouri Attorney General and Missouri Public Service Commission (MPSC) in
  May 2023. Our responses to both complaints included a thorough explanation of the charges along with proof that ***
  **** was responsible. Both complaints were closed after it was determined that we followed Missouri law and utility
  rules/regulations set by the MPSC.
  
  Our records show that *** ****’ usage increased substantially during the summer and winter months, which is a clear
  indication that the air conditioner and heater caused the higher bills. If *** **** had questioned the bills while she was
  living in the home, we would have offered energy savings tips. We also would have recommended having the units
  inspected by an HVAC professional. There is nothing that can or needs to be done now that *** **** is no longer living
  in the home. The usage registered on the meter, which makes the charges valid.
  
  Thank you,
  
  ***** *****
  Sr. Customer Relations Advisor
  Evergy
  1200 Main St, 30th Floor
  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.

  Business Response

  Date: 05/30/2024

  Our response to *** ****** rejection is attached.

  Per our previous response, this issue has already been addressed through complaints that *** **** filed with the
  Missouri Attorney General and Missouri Public Service Commission. *** **** is fully aware that the bills that generated
  on May 17, 2023 were for service provided from June 16, 2022 to May 8, 2023. *** **** admitted that she was living in
  the home with active service during that timeframe. She was not being billed for the service because the meter was not
  linked to her Evergy account.
  
  We offered a payment plan to *** ****, but she did not follow through with the initial payment. Her electric service
  was eventually disconnected due to non-payment on July 10, 2023. We sent a final bill in the amount of $2847.00. We
  then charged late fees totaling $7.56, which increased her balance to $2854.56.
  
  There were no additional charges on November 3, 2023. The transactions on this date show money being moved in our
  system to write off the balance and send it to a collection agency. Please refer *** **** to the last entry on the photos
  she submitted with her complaint. It shows that her outstanding balance is still $2854.56.
  
  Thank you,
  
  ***** *****
  Sr. Customer Relations Advisor
  Evergy

  Customer Answer

  Date: 06/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: none of this explains how I was billed elevan times for the same date same month ...how is there no descrepencies there and again if final bill was sent out in June how are there anything at all for November of 23 and yes the complaint to the attorney general was not and did not explain how I was bill d elevan times for the same mo the witch is what lead to this complaint and what will lead to contacting higher authorities from here on and your website states that the average bill for one year of service for that area is 200$ so ..and u guys also said i necer had an account to that address and so on ...
  
  
  
  Sincerely,
  
  
  
  ******** ****

• Initial Complaint

  Date:05/26/2024

  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.

  Company refuses to do any preventative maintenance to minimize risk of outages to people depending on 24/7 electricity for in-home healthcare. Every storm knocks out power for at least 12 hours, currently 22 hours and counting, despite the problem always being in the same spot. They refuse to do anything beyond sending bills and they haven't even assessed the damage here almost 24 hours later. Meanwhile, more affluent parts of town were swarmed with trucks and have had their power restored before sunrise.

  Business Response

  Date: 05/28/2024

  Our response is attached.Severe storms containing lightning and high winds caused more than 140,000 power outages throughout our service
  territory on May 25, 2024. There was significant damage in Kansas City and the surrounding metro.
  We currently have more than 900 people involved in the restoration effort. This includes Evergy crews, regional
  contractors, line crews from neighboring utilities/states, and tree trimmers. Our goal is to have all customers restored
  be the end of the day on May 28, 2024.
  We understand the frustration caused by outages, and we are sincerely sorry for any inconvenience this has caused *** *****, but there is nothing that could have been done to prevent the outages.
  Thank you,
  ***** *****
  Sr. Customer Relations Advisor
  Evergy **** **** St, 30th Floor
  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

• Initial Complaint

  Date:05/07/2024

  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.

  They have double charged my account two times this year and it’s only May.

  Business Response

  Date: 05/07/2024

  Our response is attached.

  *** *******’s account is enrolled in our Bank Plan program (auto payments). His monthly bills clearly state, “do not pay
  $XX.XX will be withdrawn for your bank on XX/XX/XXXX”. Our records show that *** ******* made manual payments on
  3/7/24 and 5/4/24. Both payments posted to his Evergy account after the Bank Plan payments had already been
  requested from his bank, which explains the duplicate payments.
  Please instruct *** ******* to call us at ************** if he wants to cancel Bank Plan or discuss this matter further.
  Thank you,
  ***** ***** *** Customer Relations Advisor
  Evergy
  **** Main St, 30th Floor
  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.

  Business Response

  Date: 05/08/2024

  Our response is attached.

  Better Business Bureau
  8080 Ward Parkway, Suite 401
  Kansas City, MO 64114
  RE: Case No. – ********* ******* ********
  Our system logs show that *** ******* signed into his online account at 2:47 PM and submitted the payment at 2:48 PM on 5/4/24, not 5/1/24 as he claims. The payment was made on a Saturday, so it likely wasn’t withdrawn from his bank account until the following Monday or Tuesday.
  We have a simple solution to *** *******’s issue that will guarantee this never happens again. He can continue with Bank Plan and allow the system to automatically withdraw his payments, or he can cancel Bank Plan and make his payments manually.
  Thank you,
  ***** *****
  Sr. Customer Relations Advisor
  Evergy
  **** **** St, 30th Floor
  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: 05/12/2024

  Do better as a company. I did in fact initiate the payment on the 1st. I cannot speak for the issues with your system. It is sad that we continue to have companies in America that continuously violate it's consumers. I do hope you have a wonderful day.
  
  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:04/25/2024

  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.

  Made several complaint to cut tress in the right of way from my entire block the 400 block between lincol and logan, the trees are old and bad and like today with the weather the power fickers and no one else can cut these in the easment fence line, the need to take them all down belw the power line leve

  Business Response

  Date: 04/30/2024

  Our response is attached.

  Business Response

  Date: 04/30/2024

  Our response is attached.RE: Case No. ******** * ***** ******
  
  The manager of our vegetation department confirmed that we inspected the trees per *** ******* request in May 2023.
  We determined that they were in the secondary lines, which are the customer’s responsibility to maintain. The notes on
  the workorder indicate that we offered to drop the line, so they could be trimmed safely, but no requests were received.
  
  Please instruct Mr. Harris to contact us at ************** if he would like to schedule a line drop or discuss this matter
  further.
  
  Thank you,
  
  ***** *****
  Sr. Customer Relations Advisor

• Initial Complaint

  Date:04/03/2024

  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 set up a payment arrangement on march 1st to pay a certain amount over the next 12 months. The second payment was due march 5th by word of mouth from a representative. I have now been cancelled out of the arrangements due to them not putting it on the 5th but the 29th. I do not remember the name of the service representative that I spoke to, but I do know the person I spoke to today was named ******l and would not be reasonable. I have the date written on my calendar for when my payment was due by from the last agent.

  Business Response

  Date: 04/04/2024

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

• Initial Complaint

  Date:04/01/2024

  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.

  Every time the sun goes behind a cloud our power goes out. They need to fix the problem. Last summer I lost quite a bit of meat in my freezer because of a outage. Last week it was out for 8 hours, they reported that is was weather related. We didn't have any bad weather, just a little wind. Today it rained a little while then the power went out. For no reason. This is getting old. They expect us to pay our bill, but they can't provide decent service. Everyone ont the opposite side of our street never lose power. Just fix the problem.

  Business Response

  Date: 04/02/2024

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

  RE: Case No. ******** * ****** ****
  
  *** ****** residence has been impacted by 4 outages over the previous 12 months. Our records show that the outages
  were caused by weather (2), vegetation (1), and a squirrel (1). None of the outages were caused by equipment failure, so
  there is nothing to repair at this time.
  
  We understand the frustration and inconvenience caused by power outages, and we are truly sorry that we haven’t met
  *** ****** expectations. We want him to know that we do everything in our power to provide uninterrupted service,
  but occasional outages are unavoidable.
  
  Thank you,
  
  ***** *****
  Sr. Customer Relations Advisor
  Evergy
  **** **** *** **** *****
  ****** ***** ** *****
  *