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Business Profile

Electric Companies

Evergy

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Companies.

Complaints

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

Find a Location

Evergy has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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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

    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 Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/27/2023

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In 2021, during the Covid-19 pandemic, I met an elderly neighbor - ****** *********** *** In January 2022, he asked me to help him dur to his dire living situation. He was living in a home with no running water, no electricity, and no heat. And, he was limited to a monthly income that he could not afford to live on. I called Evergy to help him with trying to get a payment arrangement set up for his electricity. The representative on the phone would not assist me or provide any information to me because I was not a relative. In a fatal error, I told them that I was his relative (niece). I was able to learn information on the account but he still could not afford the payment arrangement. In July 2022, *** ************ home was condemned by the state. He was told that to bring the house up to code he had to make improvements that he could not afford. Additionally, he received an urgent notice for back taxes. At this same time, he experienced medical issues and needed funding to pay for his care. He asked me if I would be willing to purchase his home knowing that the house needed work and had outstanding property taxes. I agreed to pay for the house and I paid the three years of back taxes that he owed. I have made the required repairs to bring the house up to code. I am ready to remodel the home but need lights. I called Evergy and they originally told me that they would not provide lights because I am a relative of *** ********** and he owes the past due balance. Both *** ********** and I agreed to sign and notarize an affidavit saying that this was not true. Then I was told that *** ********** needed to make an arrangement to pay. He called and the company would not let him. Now, I am told that information on my credit report showing the address tied to me since 2018 is the reason I cannot get the service connected. I pulled all of my reports and called the credit agencies and this address is not on associated with my credit report.

      Business Response

      Date: 03/01/2023

      We received your request for response to *** ******** complaint. Her request to start electric service was denied due
      to previously stating she was a relative of the previous occupant. A member of our revenue protection department is
      going to contact *** ******* later today to set up a time to verify the occupancy of the property. Once that is
      completed, we will determine if we can approve her turn on request or if additional documentation is required.
      *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: 03/02/2023

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 

      Complaint: ********

      I am rejecting this response because this is one of the reasons we were given over the phone. Even after offering to provide an affadavit attesting to kinship, the organization gave me half answers and the runaround.

      Regards,

      ***** *******

      Business Response

      Date: 03/02/2023

      We are sorry to hear that *** ******* is not satisfied with our initial response. It may not have been clear, but we are
      trying to work with her. In fact, we sent an employee to the property to confirm occupancy earlier today. Our employee
      determined that the property is vacant, so we removed *** ********* name from the previous occupant’s account, and
      we are no longer holding her responsible for the debt. *** ******* can start service once the lid on the meter can is
      replaced by an electrician.

      Customer Answer

      Date: 03/02/2023

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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.


      Regards,

      ***** *******
    • Initial Complaint

      Date:02/22/2023

      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.
      Evergy is billing me for service I never had. When I called to ask about it they hung up on me over and over. They lied and said they got an unusual read from my meter , which is impossible since ***** removed it 2 yrs prior. They told me that I removed the meter and billed me for 3 years of service that I never had.

      Business Response

      Date: 02/23/2023

      Our records show that we discovered a diversion (theft of electricity) on October 6, 2021. We completed an
      investigation and determined that ***** ******* was the owner and occupant of the home, which makes her
      responsible. Our investigator was able confirm that the meter was tampered with on at least 3 separate occasions
      between March 1, 2017, and November 26, 2018. The meter was removed on November 28, 2018. We then discovered
      that the service line had been illegally reconnected on October 6, 2021, so it was also removed. Our investigator noted
      that they made several attempts to contact *** ******* by phone and email, but they were unable to reach her. There
      is no record of *** ******* calling and being hung up on repeatedly as she claims. We would be happy to discuss this
      matter with *** ******** so please instruct her to contact us at **************
    • Initial Complaint

      Date:02/21/2023

      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.
      We recently moved off an *** ***** **** into warrensburg mo. I lived in warrensburg previously. We found out when we moved that we owed $512 to evergy, previously ****** When I had them previously it was during the time they were ****** We were told about the outstanding balance when we went to put utilities in our name at our new place. I asked the customer service person why I was never called regarding the outstanding balance. She said they had the wrong phone number; they had my husbands. Then she stated they had the wrong address; which was not correct because we lived at that address for 2.5 years before we moved. So they don’t really know why I wasn’t made aware of the bill. But they made sure to put it on our balance for our new house.

      The lady told us we could make a payment arrangement. Ok perfect. I check my credit report daily, guess what is on my credit report? The $512 bill. It’s in collections apparently. So not only did they tell me I could make a payment arrangement, they didn’t waste any time to send it to collections.

      I have a feeling when they changed everything over some accounts got lost. Mine was one of them. Then when u called to set up electricity at our new house it popped up that I had an outstanding bill. A few days ago it showed up on my credit report in my collections, but yet I still have the balance on my bill.

      Don’t trust this company or what anyone says. All they want is their money. They won’t acknowledge that they screwed up. Which they very much did with me.

      Business Response

      Date: 02/21/2023

      Our records show that *** ******** electric service ended on July 7, 2017. A final bill in the amount of $512.91 was
      mailed to the address provided by *** ****** when she cancelled her service. A copy of the bill and the account
      balance would have also been available on our website. The bill was not paid, so it was referred to a collection agency
      on September 26, 2017.
      *** ****** started service at a new address on January 20, 2023, but the service was only in her name for 10-days.
      Unfortunately, she is unable to set up a pay agreement without active service. Please note that we do not report to the
      credit bureaus, so anything showing on her credit report was due to action taken by the collection agency.

      Customer Answer

      Date: 02/21/2023

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 

      Complaint: ********

      I am rejecting this response because: you put in that I had service and sent ONE letter. But you did not follow up ONE time in 5 years. I find that very hard to believe. That bill was from 2017, I never got a call, or a letter, even though your records show it was mailed. My phone number never changed. Also when I called to cancel services due to lead paint being in the house we rented, and were not aware of it. We have young children and it is not healthy for them to be around lead paint. So we only had electricity on for a small amount of time due to the lead paint. Not once did your customer service person tell me we couldn't do a payment arrangement. Not once did anyone tell me that it was sent to collections. You are a shady company. That is why you have horrible reviews. I find it VERY hard to believe that you didn't know that it was going to collections and then on my credit report. I find it VERY hard to believe that that information could not of been shared with me when I called to shut off our service. Not once was I made aware of any of that. Once again you mention the letter you supposedly mailed, but refuse to take accountability for your agents not doing their jobs. Over the past 5 years it was not on my credit report. Over the past 5 years I have got nothing from evergy. I find it VERY hard to believe that when ***** switched over to evergy, that my account didn't get lost. When I called, evergy realized I owed money and put it on my new address. VERY SHADY of a company to not reach out to the customer and let them know what is going on with their account, but also that it is now with a collection agency. It was due yesterday, it was in collections and on my credit report before that. You didn't even give me a chance to pay it. Horrible customer service. 

      Regards,

      ******* ******

      Business Response

      Date: 02/22/2023

      We received your request for response to *** ******** rejection. We are truly sorry that she is upset, but her claim that
      we are responsible for the current situation is not accurate. *** ****** was receiving monthly bills when she occupied
      the property, yet her account was consistently past due. In fact, our records show that *** ******’s account was over
      3-months past due when her service ended on July 7, 2017. Therefore, even if the final bill was not delivered as she
      claims, she received multiple bills/notifications prior to cancelling the service and she would have been fully aware of
      the outstanding balance.
      Evergy does not have an internal collection department. Instead, we have contracts with several collection agencies. As
      stated in our initial response, *** ******’s account was referred to a collection agency on September 26, 2017.
      Unfortunately, we are unable to confirm how or when the collection agency attempted to contact *** ****** over the
      past 5-years.

      Customer Answer

      Date: 02/23/2023

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 

      Complaint: ********

      I am rejecting this response because: I understand my bill. I also understand that I filed bankruptcy December 2020. If I would of known this bill was in collections, or on my credit report at that time, it would of been included In my bankruptcy. You are saying it’s been in collections since September 2017. That’s news to me. I never got a phone call, a letter, and it was not on my credit report, but the minute I call to set up service at a new address, it shows up on my credit report. What happened that you don’t want to admit is this account went under your radar, as well as the collections agency that you “contracted”. I find it very hard to believe you didn’t get updates on the account over the past 5 years from the collection agency. I paid the bill, and went to dispute it off my credit report since it’s paid and it’s not on there now. 
      Hmm, funny how that works. All of a sudden it’s gone but yet I still haven’t been contacted by the collections agency that the company YOU work for contracted. Extremely shady of a company. You won’t admit that you let this go under your radar for 5 years. But we all know that is EXACTLY what happened. 
      I would like to know what collection agency the account went to, so IF it shows up on my credit report again, I can call them and give them the information that it’s paid. 
      Also, it’s **** *******
      Regards,

      ******* ******
    • Initial Complaint

      Date:01/27/2023

      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 was previously living in Kansas where Evergy is a service provider. I moved and received a final bill from Evergy stating that I had overpaid many bills and would be receiving a refund check of $1,359.58. I spoke with two different employees on two different dates to verify. Both employees on two separate occasions verified that I would receive a refund check within 10 business days. Unfortunately, when those 10 business days had passed I contacted Evergy a third time, however, I was told that those previous employees had been mistaken. I was also told that the final letter that revealed a balance of $1,359.58 was incorrect. I am very disappointed by the unprofessionalism of a company that would both send you information of a refund balance by mail and would have two employees on two separate occasions verify that a refund should be expected.

      Business Response

      Date: 01/30/2023

      RE: Case No. ******** * ********* *****
      Our records show that a new tenant requested electric service at *** ******* previous address on January 6, 2023. We
      inadvertently started the new tenant’s service on January 6, 2022, which cancelled *** ******* bills from January 6, 2022
      to December 27, 2022. We sent *** ***** a bill showing a credit balance in the amount of -$1359.58.
      We discovered the error with the new tenant’s start date and rebilled *** ***** for the usage from January 6, 2022 to
      December 27, 2022. This resulted in a final bill in the amount of $140.32. *** ***** paid the bill and we explained the
      situation to her. Her balance/bills are accurate, so she is not entitled to the refund she is requesting.
      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.

      Customer Answer

      Date: 01/30/2023

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 

      Complaint: ********

      I am rejecting this response because I am not asking for reimbursement. What I am asking is that Evergy would not continue to make similar mistakes with other customers. I am requesting that Evergy would implement a system that would,  1) not allow multiple employees to confirm that a customer will receive reimbursement if that is not the case and, 2) not allow a customer to receive written documentation indicating a negative balance if this is also not the case. 

      Thank You,

      ********* *****

      Business Response

      Date: 01/30/2023

      RE: Case No. ******** * ********* *****
      We clearly misinterpreted *** ******* initial complaint, so we apologize for that. We are also deeply sorry for the
      confusion and any inconvenience that this caused *** *****. She can rest assured that this was a one-time incident and
      all employees involved will receive coaching, so it does not happen again in the future.
      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.

      Customer Answer

      Date: 01/31/2023

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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.


      Regards,

      ********* *****
    • Initial Complaint

      Date:01/17/2023

      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 meters absolutely cannot be accurate. You cannot view the actual watts you are pulling. They explained to me on the phone that since they bill by kilowatt hours the meters are set to read actual wattage any longer. I was assured over and over that the meters tell them is there is something wrong such as an outage. When I asked why you have to call when there is an outage then, they explained that it's always good to have a backup plan. To which I said, then you're agreeing that the meters can be at fault without you knowing. After that, they became very angry with me and very patronizing which then in turn caused myself to be very angry. Their daily readings of usage do not make any sense at all. One day when we are here with everything running all day doing laundry and all of it, it reads 59.2 kwh. But a day with the same weather (they like to blame it on your unit) when we aren't even home and all lights and tv's and extras are shut off we used 108 kwh. It makes no sense. And you aren't allowed to review the actual details on your meter. They want you to pay an electrician to come a run a map on your house when you should be able to go outside and read the actual watts pulling at that moment. I believe they have intentionally set it up this way to keep their customers 'in the dark' (pun intended) on how their power is operating/working. They kept explaining to me that my bill goes up every year at this time. What I could not get them to understand is that I'm not disputing the bill but that I believe our meter has something wrong with it. They told me that to have one of their people come out and check the meter would cost me $30.00 if nothing is wrong with it. To check THEIR meter. Which they also told me they do NOT calibrate. They state that they are 'smart meters' so they don't need calibrated. They are only a 'smart meter' because they have a computer in them. Which as we all know are not the most reliable of object.

      Business Response

      Date: 01/17/2023

      RE: Case No. ******** * **** *******
      Our records show that *** ******* contacted us on January 17, 2023, to dispute her bill. The customer service
      representative (CSR) assisting *** ******* correctly advised her that our meters measure consumption by kWh, which
      is standard for electric utilities in the United States. The CSR also pointed out that her usage is comparable to prior
      years, so there is no indication of an issue with our equipment.
      We would be happy to schedule a meter test for *** *******, but there will be a $30.00 charge if we confirm that the
      meter is accurate. Unfortunately, we are unable to waive the fee.
      Thank you,
      ***** *****
      Sr. Customer Relations Advisor
      Evergy
      1200 Main St, 30th Floor
      Kansas City, MO 64105

      Customer Answer

      Date: 01/17/2023

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 

      Complaint: ********

      I am rejecting this response because: I was never disputing the bill. I was disputing the accuracy of the meter. It does not add up. I was informed several times that it’s a ‘smart meter’. Which only means it has a computer in it and computers malfunction. I should never have to pay you for you to check your own equipment when I as a paying customer feel something is not right. My point is that as a consumer, I have an absolute right to know what I’m paying for and because your meters do not allow me to see current wattage, not kWh, actual wattage being pulled at that time, I do not feel like you are informing us fully of what we are paying for. I honestly feel like this is a violation of consumer protection. You told me to call an electrician. I wouldn’t need one if your meters showed me what I needed to know. Like they used to. I truly believe that if these smart meters are so efficient and up to date that they can be set up so that we can see the wattage being pulled but you as a provider will not allow that. And my question for that would be why? Is there some reason we are no longer allowed to see current wattage being pulled? We could on the older meters which based on my call earlier is out of date? But they provided more information than these new ones that are so much better they can’t show me current wattage?

      I understand that my all electric home and my heat pump will cause my bill to be higher during the winter months. You were condescending and patronizing. My point and this on the behalf of every person who has to use your service because we have no other choice because you cornered the market, is that we should be able to be fully informed of what we are paying for and you only provide a fraction of the information to be fully informed with your current meter setups. 

      Regards,

      **** *******

      Business Response

      Date: 01/18/2023

      RE: Case No. ******** * **** *******
      We received your request for response to *** *******’ rejection. We are sorry that she feels we misinterpreted her
      call to our customer relations center and her complaint, but from our perspective, there is no difference in claiming that
      the meter is inaccurate and disputing the bill.
      Our meters record peak demand (kW), which can be used to calculate wattage. *** ******* is not billed for demand,
      so this information is not included on her monthly bill. *** ******* can view her peak demand each day on our
      website, but it only shows the peak kW and the time that it occurred. If *** ******* wants instantaneous load
      information, she will have to hire an electrician to install a load control device.
      As stated in our initial response, we would be happy to schedule a meter test. The $30.00 fee will only apply if we
      confirm the meter is accurate. If *** ******* truly believes the meter is inaccurate, the potential fee should not
      dissuade her from requesting the test.
      Thank you,
      ***** *****
      Sr. Customer Relations Advisor
      Evergy
      1200 Main St, 30th Floor
      Kansas City, MO 64105

      Customer Answer

      Date: 01/18/2023

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 

      Complaint: ********

      I am rejecting this response because:

      This is not correct information. You are skirting around the truth of all of this. You did not answer at all why your meters do not show current demand anymore. Also, kilowatt hours and current kilowatts being pulled are two different forms of measurement and can not be compared to each other unless you do the math, which we should not have to. Also, checking current usage online does not show kilowatts being pulled, it shows kilowatt hours so that is not relevant to my question as well. As for paying for a fee for you to come check a meter that doesn’t belong to me, it belongs to you, the fact is, as customers, we pay you thousands of dollars a year just so we can turn a light on. We should never ever be responsible for paying you to check your own equipment which you should do anyways. I know someone who just retired from the department of defense who was an energy specialist and they even check the calibration of their equipment regularly. If you were a small business owner and someone called with a concern, you would not treat them like they owe you a living as the tone I have received from you. I feel as if you all act like this is money coming out of your pocket. It is not. It’s money coming out of your customers pocket. You have in fact left every customer you have mis-informed by not allowing that usage to show on your meter. Also, as the owner of the meter, why would you allow me to have my own equipment installed on it? I am not going to do that and then if something malfunctions have you came back and say I owe you for a meter. Which you would most definitely do. 
      Regards,

      **** *******
    • Initial Complaint

      Date:12/29/2022

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      -February 22, 2022 : ****** thermostat setup in home.
      -Heat not working only cold air blowing from vents.
      -March 1, 2022: Paid service fee was told to put heat on emergency heat. Billed began increasing was told my furnace was the problem and that a ticket was being entered

      -December 13, 2022 called Evergy after receiving a high bill due to again only being able to use emergency heat and was informed that I was to call a heating and cooling company and they need to check my contactor. Was told that I could receive reimbursement for the service. Contacted a provider through my house warranty. Paid a $75 service fee. Was informed that there were no concerns with my furnace and that the thermostat was faulty and was causing wiring to freeze. Contacted Evergy and informed them of what was discovered. Evergy sent out a service man the next day and he removed the thermostat and put my old thermostat back on.

      Called Evergy to determine next steps due to a service/ thermostat that was meant to save money only increased my usage that in turn made my bill increase a significant amount. Was told a claim was entered however wasn’t sure what would come from it since the service was not from Evergy. Called 12/29 after not receiving a call back and was given an email to contact.

      At this point I feel like I am getting the run around. I am requesting a refund for the service fee that was told would be returned. Even if it could be applied to my bill I would be appreciative. Not getting clear responses and paying for multiple service fees for something that was no fault of my furnace but the item they placed in my home. Any assistance in this matter would be appreciated.

      Business Response

      Date: 01/06/2023

      RE: Case No. ******** * ***** ******
      Our records show that *** ****** contacted us on December 21, 2022. She requested reimbursement for the $75.00
      service fee charged by the HVAC company that inspected her heating/cooling units. Our CSR instructed *** ****** to
      submit proof of payment and advised that her claim would be reviewed when it was received. We received the
      information from *** ****** on December 29, 2022.

      Our Sr. Manager of Products and Services confirmed that he personally reviewed *** ******s claim and is approving a
      $75.00 refund. He also confirmed that he will contact *** ****** to discuss this matter further.

      ***** ****
      ***** *****

      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.
    • Initial Complaint

      Date:12/13/2022

      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.
      In September we made the decision to equip our house with solar panels. I was told I would need a different electric meter to accomplish this. I received a notification from Evergy that they needed $100 for the installation of the new meter. On September 21, 2022 I mailed them the check. It is now almost 3 months later and I still have no meter & do not know what was done with the check. It has not cleared my checking account nor has it been returned. I have made at least 4 calls to customer service with no results. All inspections were satisfactorily completed even by Evergy themselves but still no meter or check resolution.

      Business Response

      Date: 12/20/2022

      Our response is attached.

      RE: Case No. ******** * ******* ********
      For awareness, a post inspection and meter exchange are required on all solar installations. Our goal is to complete both
      tasks no later than 51-days after the request is made by the solar installer. Our records show that *** **********
      installer requested the post inspection on November 18, 2022.

      Per our Sr. Product Manager, the post inspection was completed on December 14, 2022 and the meter exchange was
      completed on December 19, 2022, so this matter has been resolved.

      Thank you,

      ***** *****

      Sr. Customer Relations Advisor

      Evergy

      **** **** *** **** *****
      ****** ***** ** *****

      *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:11/17/2022

      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.
      Trimmed trees due to them growing into the power lines. Online states that we would be required to remove tree debris but would be cut down in fireplace size pieces. Our yard currently looks like a tornadoe went thru it. Literally threw giant pieces from neighboring yard onto our landscape, heating and cooling unit, left 10ft peices in our yard as well as piles so high you could not get in the back door of our carriage house or walk thru our back yard. Called and complained immediately and was told someone would get back to me witin a week. Zero response. It was ****** **** ******** that was contracted by evergy. 10,000 worth of landscape completely ruined, ac/heating unit giant dent and $860 bid to remove the debris they have left in piles. I have pictures of all of the damage on my phone.

      Business Response

      Date: 11/18/2022

      Our response is attached.
    • Initial Complaint

      Date:10/31/2022

      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.
      Damage was done to the back of my home by this company back in May of this year. Evergy contracted this company (** ******** ************ **** **** ** ***** ****** ******* *****
      ************) to do some work(I was not informed of this). ** tore down a big portion of my vinyl siding. The workers never tried to contact me about the damage and tried to piece it back together. My neighbor saw what was going on and called me. I was home but had just gotten out of hospital. I did my best to get outside to see what was going on. I did see the insulation on the ground. I couldn’t stay to see how they pieced it back together(feeling ill) so I’m not sure what was used or if they even put the insulation back.
      There is damaged vinyl and bowing and I’m sure water is getting in causing more damage or maybe even mold.
      ********* ****** at ** asked me to get estimates which was a problem but I finally got a couple estimates. The estimates were for the whole house because none of the companies could find a match because my siding is 20 years old. I told ** I shouldn’t have to settle for a two toned house. Also contacted ****** ************ and explained the situation and he never called back.
      Took a month for me to hear back from their claims dept..they said they were waiting on the adjuster. I called the adjuster and they claimed that they had sent the estimate meanwhile more damage probably done behind siding. Their estimate didn’t even include replacing insulation or damage that might have taken place. They also mentioned paint .. if I wanted paint on my home I wouldn’t have sided it!
      I don’t live in the suburbs but I do take pride in what I’ve done to care for my home and I’m sure they would handle this differently if I did.
      I just want my home THE WAY IT WAS before the damage was done.

      Business Response

      Date: 11/01/2022

      Our response is attached. 

      Ms. ********** siding was damaged by one of our contractors. The contractor accepted full responsibility and offered to
      replace all of the siding on the backside of her home. Ms. ******** declined this offer and requested that they replace
      the siding on the entire home instead.

      We have discussed this matter with Ms. ******** and advised her that don’t believe her request to re-side the entire
      home is reasonable, nor would it be required under Missouri law. However, we are willing to work with Ms. ********
      and we have offered to reimburse her for up to 35% of the cost to re-side the rest of the home. Please instruct Ms.
      ******** to contact our claims department if she would like to discuss this matter further.

      Thank you,

      ***** *****
      *** ******** ********* *******
      ******
      **** **** *** **** *****
      ****** ***** ** *****

      Customer Answer

      Date: 11/01/2022

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]



      Complaint: ********



      I am rejecting this response because:

      ESTIMATE:
      As a result of the above-described circumstances, we have written an estimate to repair the damaged siding, to detach and reset the siding to verify proper placement, add wrap as currently required, replace window wrap and check flashing around the doors and window. And paint to match the siding. We have appraised the RCV at $3,539.48, Depreciation of $231.74, and an ACV of $3,307.74.
      We would note, the claimant advised she has obtained an estimate to replace the entire exterior in the amount of $25,000.00. We have written for the rear elevation only.
      We have included with this report a detailed breakdown of the estimate for your review

      This estimate says repair not replace which led me to believe that they are just going to try to fix it and piece it together. People get taken advantage of when things aren’t worded properly. Repair can simply mean caulking the cracks and things like that. If they’re going to replace (not repair) the whole back side I will accept that. Detaching and resetting was never explained to me in words. All i was led to believe was that they would replace that piece and fit it in like a puzzle piece. There is a built on shed by the house that hasn’t been addressed with this whole detaching and reattaching. Someone said they’d cut, someone said replace, I’ve heard so many different things now that it’s extremely difficult to keep up with. 



      Regards,



      ****** ********

      Business Response

      Date: 11/02/2022

      We notified ** ******** that Ms. ******** is willing to accept their offer to replace the siding on the backside of her
      home. Someone from their claims department is going contact Ms. ******** to get the process started. Please let us
      know if you have any additional questions or concerns

      Customer Answer

      Date: 11/03/2022

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      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.




      Regards,



      ****** ********
    • Initial Complaint

      Date:10/17/2022

      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 a new address. I called to start an Evergy account for the new address, while also stating the date of my old address should have been completed. Evergy never stopped my old address and is now charging me for 2 addresses. They have tell me my account needs to be reviewed by a supervisor. That supervisor called and left a very brief voicemail, not addressing the issue. After I called back, I was told a supervisor had reviewed my request and it was noted I will have to pay for both addresses until Oct 12 when I called. This is unacceptable: I shouldn’t be paying for electricity at an address I don’t reside in.

      Business Response

      Date: 10/19/2022

      Our response is attached. 


      Our records show that ********* *******’s spouse requested to start electric service at a new address on July 22, 2022.
      The CSR that assisted him asked when he wanted to disconnect service at the address they were moving from. His
      response was that were not ready, so the CSR instructed him to callback to make the request. Our calls are recorded, so
      we were able to listen to the call and confirm what was discussed.

      All customers are responsible for charges incurred from the date they start service until the date they request to cancel
      it. Ms. ******* did not make this request until October 12, 2022, so she is responsible for charges up to that date.
      Unfortunately, we are unable to provide the refund Ms. ******* is requesting.

      Customer Answer

      Date: 10/20/2022

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      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.




      Regards,



      ********* *******

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