Electric Companies
EvergyHeadquarters
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Complaints
This profile includes complaints for Evergy's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 113 total complaints in the last 3 years.
- 30 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/15/2024
Type:Billing IssuesStatus: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 received the a Notification from ******* today that I have a collection on my credit report placed there from “EVERGY South” which is a utility company for 132.00, I have never lived in Kansas, & when I contacted them this morning they stated they needed to talk to the revenue protection department because they did not have any of the documents that were used to open the account in Kansas, yet I had to provide my social security # to find that information out, they wanted my NC address where I’ve lived since 2006, but I told them I wasn’t going to give them my address since they couldn’t give me any of the documentation or information that was used to open this account giving my Social Security number was enough.
I also contacted the collection agency. Their name is “Credit world services” I left a message.
The account states that the first delinquency was March 1, 2023 today is March 15, 2024, there is all kinds of notifications for the “their” (Kansas local news reports & online) stating that there’s a lot of fraudulent identity theft type issues with this company. They could not answer any of my questions in regards to how something like this would happen & I’m currently waiting for a call back from them.
This is extremely concerning. I take credit very seriously so when someone is just able to place a collection on your credit report is dangerous, ***** ***** * ******** are not reporting this account.
I think we can understand the importance of our credit reports, their accuracy, and the fact that this company can place a collection on your credit report without being able to give you documentation of how that account was open, along with not being able to provide to you the information that was used to open that account yet they’re able to report it to a collection agency is concerning.
I’m attaching the notification from the collection report and my drivers license from ***** ******** where I’ve live since 2006.Business Response
Date: 03/18/2024
Our response to *** ******** complaint is attached.
Our records show that the electric service at **** ******** *** *** ***** **, was turned on under the name ********
******* **** ******** ******* on December 1, 2022. The turn on order was initiated by the revert to owner contract
that was signed by Michelle Sampson on February 4, 1997. The account closed on March 21, 2023, when a new tenant
took over service. The final balance was $132.60. No payments were received, so the account was sent to a collection
agency on July 18, 2023.
*** ****** called to dispute the balance on March 15, 2024. A Revenue Protection Supervisor looked into it and agreed
to write off the balance. It is important to point out that this was done as a courtesy because we don’t believe this was
an error. Based on our investigation, we believe that she owned this property with ******* ******* and failed to cancel
the revert contract when they sold it. This is just now coming up 20+ years later because it is the first time there has
been a gap in tenants.
Thank you,
***** *****
Sr. Customer Relations Advisor
Evergy
**** **** *** **** *****
****** ***** ** *****Initial Complaint
Date:02/12/2024
Type:Billing IssuesStatus: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 reached out to Evergy a year ago or so when I moved out of the house in Prairie Village and spoke with an operator, they told me they spoke with the landlord and that I did not owe any money. I told then the operator to please let me know before you send anything to collections because I will pay the necessary amount to keep my account out of collections. Sure enough, I was monitoring my credit score recently and there is a balance from Evergy. I do not understand WHY they would not work with me.Business Response
Date: 02/13/2024
February 13, 2024
Better Business Bureau
**** **** ******** ***** ***
****** ***** ** *****
RE: Case No. ******** – ******* *********
Our records show that Mr. *********’s electric service was disconnected due to non-payment on October 12, 2022. We
sent the final bill in the amount of $591.11 on October 17, 2022. There is no record of Mr. ********* calling to discuss
his balance or set up arrangements to avoid the account being sent to the collection agency. Mr. ********* must pay the
balance in full before it will show paid on his credit report. He can make his payment directly to Evergy or through the
collection agency.
Thank you,
***** *****
Sr. Customer Relations Advisor
Evergy
**** **** *** **** *****
****** ***** ** *****Customer Answer
Date: 02/20/2024
Complaint: ********
I am rejecting this response because:It is simply false and I absolutely did talk to Evergy customer service. I will still pay the balance if they decide to fix the collections amount.
Sincerely,
******* *********Customer Answer
Date: 02/20/2024
The should also be aware the collection agency that they use has a disconnected line on their website. I have set up a payment plan with them, would appreciate Evergy's cooperation in removing the balance from my credit score at the completion of payments.Business Response
Date: 02/20/2024
February 20, 2024
Better Business Bureau
**** **** ******** ***** ***
****** ***** ** *****
RE: Case No. ******** – ******* *********
Based on Mr. *********’s response, it appears that he has already contacted the collection agency. We don’t have their
phone number listed on our website, so we believe he is referring to their website, which we are unable to update. Just
in case he needs to reach them, the phone number we have on file is 1*************.
The collection agency reported Mr. *********’s account to the credit bureaus. They will notify them when the account is
paid in full. Please advise Mr. ********* that he will need to discuss the process of having the account removed from his
credit report with the collection agency.
Thank you,
***** *****
Sr. Customer Relations Advisor
Evergy
**** **** *** **** *****
****** ***** ** *****Initial Complaint
Date:12/07/2023
Type:Billing IssuesStatus: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 paid my November 2023 electric bill early manually, but due to their billing system, they auto drafted my November bill amount. So they recieved double payment. This caused me to overdraft with my bank. I called Evergy customer service and was told they would send me a refund check in 5-10 business days. I never received the check, nor would I ever, because that was a lie by Evergy. They instead credited my account, which they did not inform me of. This was an issue because I had other bills and needed that refund, and since it never came, I got further overdraft fees.Business Response
Date: 12/07/2023
Our response to *** ********** complaint is attached.Customer Answer
Date: 12/07/2023
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:10/24/2023
Type:Service or Repair IssuesStatus: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.
Account
**********
Explantion of charges. I have contacted company several times. I'm put on hold longer than I can wait. When I put myself on a call back waiting list, I never recieve a phone call.Business Response
Date: 10/27/2023
Our response to *** ******** complaint is attached.Initial Complaint
Date:10/23/2023
Type:Service or Repair IssuesStatus: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.
Let's first start with their unwillingness to answer a phone. Their monopoly of power providing. Their lack of customer service. That sums it up in a nut shell. The new fac act or whatever they are calling it just skyrocketed cost of electricity, evergy then forced us into a new plan claiming if we contacted them we could keep our average pay plans, then when you go to contact them by phone or email neither get answered, they are the only provider of power here since when has a monopoly been legalized?
Also they are charging money on a bill without showing where it came from. I've been paying 108 a month for over a year and now they charge me on an average pay plan 120 with no explanation as to why they are charging me extra and no one answers a phone or email so I can never get anything done!Business Response
Date: 10/24/2023
Our response to *** ******* complaint is attached.
Initial Complaint
Date:10/21/2023
Type:Billing IssuesStatus: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 was enrolled in a payment plan, I had to spend a lot of time with an illness in the hospital, When I got back I called in to the Customer Service (******)?? On October 12th. That person lied about the standing of the payment plan to my face and in the phone. She was obviously confused as she kept whistling to herself and going on hold and off hold for several minutes. She was distracted and humming while lying to me. I do not think she lied on purpose. She told me when I asked about the status, after several bouts of on hold (specifically when I need to pay it to keep the arrangement). I asked how long I had to make it and she said that day (october 12th), I asked about the following day October 13th It would likely be fine but without a guarantee, However she did say The 12th it WAS guaranteed to hold. I request this call pulled. Because when I got off work and logged in On the 12th the amount due was $290. I want this call pulled because I expect EVERGY to honor the terms of the initial arrangement. I can not afford $182 to start another plan. I just paid for that, I can not afford $390. If she was not sure about her answer she should have passed off the phone. I trusted Evergy and their rep. I should not have to be punished because of a training issue within Evergy.Business Response
Date: 10/24/2023
Our response to *** ******** complaint is attached.Customer Answer
Date: 10/24/2023
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:10/12/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On average I’m getting charged $258 for my “utility use” and I’ve been told by 3 different employees this is due to the fact I have not lived in my residence for 6 months or more.
I receive weekly emails with breakdown or my use averaging from $15-$22 per week. I have had an outdated thermostat and full unit replaced in my apartment because the old one was not functioning properly.
I called Evergy to explain and see if this would reduce my charges. Again I was told because I have not lived here for more than 6 months I would be charged the average ($258) based on previous tenant.
I recently received the breakdown email for new fall plans.
First 42 are broken down at 0.14 cents
My weekly use remains at the $15-$22 an hour
Just received a bill for Nov 1st and they are charging me $266! I had my air off al last week?!
I work 60 hours a week and lose all my paycheck after rent for energy I’m not even using! How is this legal? How is this possible? I’ve been in this residence since August and have spent almost $774 on energy when I average should be spending $66 if I’m using my high end of $22 per week.
This is robbery and they don’t seem to care and I can’t afford to have my air turned off?! I should be saving money not worrying about having utilities shut off or being drained pay wise from this lack of use.Business Response
Date: 10/12/2023
Our response to *** ******* complaint is attached.Initial Complaint
Date:10/02/2023
Type:Billing IssuesStatus: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.
Evergy are charging us $1,200 for electric, we don’t owe that crazy amount and they won’t send a technician out to check the meter from a previous address (**** ****** ***** *** ****, Lenexa Kansas 66219). They have no way for us to dispute this expense and have instead tacked it on to our bill, meaning we either pay or they’ll take us off budget billing. They will not explain any of this to us and we have to conclude that they’ve made a terrible mistake with our account.Business Response
Date: 10/04/2023
Our response to *** ******* complaint is attached.
Initial Complaint
Date:09/06/2023
Type:Service or Repair IssuesStatus: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.
The electrical meter box on my house caught on fire and lit my house on fire. The next door neighbor had the same problem within the last year which Evergy should look into, but was ignored. I paid for all of the electrical to be permitted, replaced, and inspected and the process was completed with the contractors within 24 hours from starting. Evergy was notified on 9/1 /23 that all work was completed and ready for the meter to be returned and power to be restored. As of 9/6/23 after several calls with Evergy, I have still not had anyone make contact to restore power. When speaking with Evergy employees, they say it will take 3-5 days before a planner will make contact, and they can't give any estimate on when Evergy would actually restore power to the home. Going on one week with no power at this point, and still no contact from Evergy, and absolutely no indication of when Evergy will actually restore power. With 100 degree temperatures, the house is not habitable due to Evergy not restoring power timely.Business Response
Date: 09/07/2023
Our response to *** ************ complaint is attached.Customer Answer
Date: 09/07/2023
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. While I still believe service calls should be answered based on the level of priority (ex. An entire home without power in summer heat should take priority over homes that do have power and are habitable), the service was completed once the complaint was filed.
Regards,
******* **********Initial Complaint
Date:06/20/2023
Type:Service or Repair IssuesStatus: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 recently had an EV outlet and wiring installed. As a requirement for the Evergy EV Rebate I switched over to the Time of Use Plan (TOU). It's now been over a month since my application was submitted and over a week since I called in and was informed the application was in the final phase of being paid. Just today I call in and ask for another update and was informed "the system is down (computer)! I inform the CLUELESS REP THAT EVERGY'S BS REBATE IS A SCAM BECAUSE WITH TOU YOU PAY DOUBLE WHAT YOU WOULD OVER THE STANDARD RATE!!! NEEDLESS TO SAY SHE PLAYED STUPID! WITH TEMPS IN THE HOUSE REACHING 80 DEGREES LET ME SAY THE EVERGY ADVERTISED REBATE ONCE AGAIN A SCAM!!!Business Response
Date: 06/21/2023
Our response is attached.
RE: Case No. ******** * ***** *** Our records show that Mr. *** submitted his EV rebate application on May 30, 2023. We are truly sorry to hear that we did not meet his expectations, but the application does state that the approval process can take up to 8-weeks. We were able to expedite our review of Mr. ****s application and are happy to confirm that a check will be mailed on June 26, 2023. For awareness, the time of use (TOU) requirement is not something that we requested. Instead, it was part of our settlement agreement with our regulator, the Missouri Public Service Commission, when we sought approval for the EV rebate. Mr. ****s claim that the TOU rate is double the standard rate is inaccurate. He can actually save money on TOU by shifting his consumption away from the peak hours of 4:00 PM to 8:00 PM (Mon – Fri). Please instruct Mr. *** to contact us at ************** if he has any additional questions or concerns. Thank you, ***** ***** Sr. Customer Relations Advisor ****** **** **** *** **** ***** ****** ***** ** ***** *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: 06/22/2023
*** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
********** ********
I am rejecting this response because: Brett, seems to have his facts all wrong! But that comes as no surprise as he's defending Evergy's actions! TOU rate states "Get rewarded with our lowest overnight rate. To save, schedule your EV to charge overnight and set your large appliances to run during the Super Saver hours of 12 to 6 am. It’s important to avoid heavy electricity use during the weekday Peak hours of 4 to 8 pm, as those hours are up to 12x more expensive than overnight/Super Saver. On weekends and holidays, there are no Peak hours, so you always save."
********
***** ***
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