Complaints

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

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• 

  Duke Energy Carolinas

  9700 David Taylor Dr Charlotte, NC 28262-2363

  
• 

  Duke Energy

  425 Fairforest Way Greenville, SC 29607-4437

• 

  Duke Energy

  461 Winston Rd Jonesville, NC 28642-2243

• 

  Duke Energy

  848 Bypass 72 NW Greenwood, SC 29649-1202

• 

  Duke Energy

  40 W Broad St Ste 690 Greenville, SC 29601-5208

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:06/27/2025

  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.

  On June 24, 2025, a Power Manager device was installed on my homes HV** system through Duke Energys Power Manager Program. Immediately following the installation, the air conditioning system failed to cool the house properly. I contacted the Duke Energy Power Manager Program on the same day, and a technician was sent to remove the device on June 25. Unfortunately, even after the device was removed, the ** unit continued to malfunction.I contacted Duke Energy again, and another technician arrived on June 26, but was unable to resolve the issue. This occurred during a severe heat wave in **************, with indoor temperatures rising to 82F. With six children and two adults in the home, the living conditions quickly became unsafe and uninhabitable.On June 26, I spoke with a supervisor named **** through the Power Manager Program. He acknowledged the urgency of the situation but informed me that Duke Energy could not provide HV** repairs and advised me to contact a licensed contractor. I called Ice Bear Heating and Cooling for emergency service. Their technician, Arkan, diagnosed the problem as damage to both the capacitor and Freon line - damage he directly attributed to the recently installed Power Manager device.The total cost of the repair was $1,090, and the invoice is attached below.I contacted Duke Energy Power Manager Program to request reimbursement, but Supervisor **** declined responsibility, stating that he did not believe the Power Manager caused the damage, despite the professional diagnosis.I am requesting full reimbursement of $1,090 for the HV** repairs necessitated by the installation of the Power Manager device. I believe ********************** should take accountability for the damage caused and the health risk posed to my family during this extreme weather event.

  Business Response

  Date: 06/27/2025

  We contacted the customer and addressed their concerns.  We explained our process and apologized for any inconvenience. We are closing the complaint.

  Customer Answer

  Date: 06/28/2025

   
  I am rejecting this response because:
  This complaint is currently under claim investigation. Claim submitted via Duke Energy **************** ************. Claim # 4A2506V2P680001. This claim will take 5 business days according to the claim agent. Once the claim is completed, I'll finalize this BBB complaint. 

• Initial Complaint

  Date:06/27/2025

  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.

  Since I have moved into my house 3 years ago I have been plagued with non stop power issues.. Random power outages , random power surges. The notifications on power outages are not accurate and give miss information. 6/25-6/26 I had over 5 power outages in just 24 hours. Quite a few times power would come back on for 10-30min and go back out for 2-4 hours. Every time I had to report a new power outage. Duke Energy, need to improve the infostructure by my location and issue a large bill credit due to poor management of the power.

  Business Response

  Date: 06/27/2025

  We contacted the customer and addressed their
  concerns.  We explained our process and apologized for any inconvenience.
   We are closing the complaint.

  Customer Answer

  Date: 06/27/2025

   
  
  I am rejecting this response because:
  
  Duke energy has not done one thing to help correct the complaint and complaint has been escalated higher .. lie from the company 

  Business Response

  Date: 06/27/2025

  We contacted the customer and discussed their BBB complaint. We advised Duke Energy is not responsible for food loss, power outages, voltage fluctuations or property damage caused by acts of nature. This includes but is not limited to hurricanes, snow, ice, lightning, floods, extreme storms, heat, or wind.  We also advised the customer a service order would be submitted to check the line servicing the customer's premise. Duke Energy will make a site visit to check for opportunities and see if any improvements may be needed to help mitigate outages in the future. We apologize to the customer again for any inconvenience the outage has caused the customer. 

  Customer Answer

  Date: 06/27/2025

   
  
  I am rejecting this response because:
  
  I’m still waiting for my call back from tech and senior leadership please do not close until my complaints are addressed 

  Business Response

  Date: 07/01/2025

  Duke Energy engineer contacted the customer today and discussed the cause of his outages and the sequence of the customer's recent outage events.  The engineer also explained the active assessment of vegetation and planned sub opt work we will be doing in area.
  
  We also contacted the customer to follow up with him.  He confirmed the communication with the Duke Energy engineer.  However, he still demanded compensation for his outage.  Again, we explained to the customer again Duke Energy is not responsible for food loss, power outages, voltage fluctuations or property damage caused by acts of nature.  We apologize to the customer again for any inconvenience the outage caused him, and we are closing the complaint

• Initial Complaint

  Date:06/25/2025

  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 have had duke energy since we moved into our home 4/2019 and for the first two years we never had a light bill more than 300 dollars. After covid everything changed and we got our first high bill of 700. Fast forward to recent years we have struggled to keep our lights connected and have exhausted their payment assistance plans, so we have been on the verge of disconnection. The reason we fell behind, is because their bills began so high that it was impossible to catch up. We even got a new HVAC system in February 2025 to see if that would make a difference. The bill received on 10/14/24 that was 9/6-10-3 was $1,084.48.11/12/24 10/4-11/5 was ******** 12/2/24 11/6-11/19 ($141.45??)1/2/25 11/20-12-18 $1,216.45 2/6/25 12/19-1/21 ******** 3/14/25 1/22-2/20 ******** 3/24/25 2/21-3/20 ****** 4/24/25 3/21-4/21 ****** 5/29/25 4/22-5/20 ****** They also just showed up randomly on 5/23/25 to put a new meter, because our meter mysteriously stopped reading from 5/8/25 to 5/23/25. I just feel like I have been overcharged and I can't get anyone to justify or make it make sense these extremely high bills in a house that has had no changes and is not even 1200 square feet.

  Business Response

  Date: 06/26/2025

  We have contacted the customer by
  phone. The last payment of $564.64 received 06/18/25. We discussed the account
  balance, the Installment Payment Plan (IPP), and payment options for the
  account. An arrangement of $1000 on 07/15/25 has been confirmed and agreed to
  by the customer. A lock has been placed on the account to prevent interruption
  of service.
  
  Thank you for giving Duke
  Energy Progress the opportunity to research this matter.
  

• Initial Complaint

  Date:06/24/2025

  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.

  A tree limb struck our apartment on Saturday 06/21 and brought down the power line/conduit for our building power was however still connected. The fire department came, but nobody from Duke energy came out even though this was an active line. Monday 06/23 Duke came and disconnected the power while the tree was being removed. They stated that the conduit was damaged and an electrician had to come repair it before they could reconnect the line, nobody from Duke energy told us this and they sent outage restoration texts throughout the day ensuring the power would be restored. Today 06/24 at 10:00 am an electrician came and repaired the conduit at 1:30pm a city inspector came and submitted the report that **** could resume their work. **** representatives repeatedly gave conflicting information from different reports and keep saying someone will be out, the customer service agents were rude snarky and gave nothing but attitude about the issue. They claim power will be restored by 6:00pm today, but never informed us it took calling about the issue to get the information. There was zero transparency about this issue and this is an emergency situation being without power in 100 degree weather. All of our food will have to be disposed of due to lack of power.

  Business Response

  Date: 06/26/2025

  We contacted the customer and addressed their
  concerns.  We explained our process and apologized for any inconvenience.
   We are closing the complaint.

• Initial Complaint

  Date:06/24/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At the end of May 2025, FirstService Residential botched the street-light payment after switching payment processors, prompting Duke Energy to cut power to every streetlight in *************** instead of resolving the mix-up with the management company. FirstService paid the outstanding balance on June 3, yet the lights are still out as of June 24.When I phoned Duke Energy on June 10, the representative said our lights would be restored within five business days, but ******* Place remains dark, lit only by two decorative community lamp posts. The blackout has already fueled a rise in crimeseveral cars have been broken intoand walking the street at night has become hazardous; on the stairs near our buildings you cant even see your own shoes.

  Business Response

  Date: 06/30/2025

   Our technicians visited the area on 6/27/2025 confirmed all streetlights in the area were operating at the time of inspection. However, after speaking with the consumer, they stated the streetlights were still out at night. While all streetlights have been reconnected, it's possible that some may require additional repairs. A work order has been submitted for our technicians to address any issues with the streetlights in the area. We contacted the consumer and advised they will receive a communication via email once the assessment is complete or if any additional work is needed. We apologize for the inconvenience this has caused the consumer.

  Thank you for allowing Duke Energy Progress the opportunity to research this matter.

  Customer Answer

  Date: 07/01/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  
  
  
  Thank you. 
  

• Initial Complaint

  Date:06/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against Duke Energy regarding fraudulent billing for electric services at an apartment I never *********** late 2024, I was scheduled to move into apartment ************************************************************************. However, due to the unit not being handicap accessible, the apartment complex moved me to a different unit, ********************. I never signed a lease for *****, never received keys, and never took possession of the unit.Despite this, Duke Energy opened an electric account in my name for ***** and billed me for months of usage at that location. I have contacted Duke Energy multiple timesboth personally and through my daughterto dispute these charges. In March 2025, I again contacted Duke via chat and made it explicitly clear that I had never lived in that unit. **** has acknowledged this communication but refuses to remove any charges prior to March 25, 2025.The company claims they cannot backdate cancellation because I did not call, despite my repeated efforts to communicate via chatone of their official support channels. Additionally, I never received the stop service link **** claims to have sent. The unit in question remains unoccupied, which my landlord can ********** a disabled individual with limited income, the unauthorized withdrawal of $508 (when my actual bill was $170.25) has caused significant financial distress. I consider this billing and collection practice unethical and exploitative. There is clear documentation of my attempts to resolve this, and Duke Energys unwillingness to act in good faith is unacceptable.I am requesting the following:A full refund of all charges associated with apartment *********************Removal of any association between me and that address from my Duke Energy account.An apology for the mishandling of this issue and assurance that similar situations will be better handled in the future.Thank you for your time and assistance in resolving this matter.**** *******

  Business Response

  Date: 07/01/2025

  According to our records, service was initially established
  at different addresses at the request of the consumer. We understand the
  consumer did not move into the unit due to it not being handicap accessible and
  instead moved to a different unit. However, we did not receive any
  communication from the customer at that time regarding the change or to request
  a disconnection.

  It is the consumers’ responsibility to notify if they are not
  occupying a property or unit or no longer require service. Since no contact was
  made until March 25, 2025, a representative was able to process the disconnection
  at that time and apply the appropriate credit to the account.

  
  Thank you for allowing Duke
  Energy Progress the opportunity to research this matter.

• Initial Complaint

  Date:06/21/2025

  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.

  To make the Story short. One of my sons passed and i was locked up behind it. I was trying to get placement for my other 2 kids so i can get them back. My ex bf (***** *****) agreed to move out of the home i rented b4 so i could have somewhere for them to go and he go back to his moms house. I called duke energy and spoke to a Lady and dont think i understood what she was asking me. I think she thought i was there at the home while the dad was there and put that in my file when i was asking about opening up an account again. (Paying my old bill) i called back another time and spoke to a new ***rsentative and asked how much would i need to pay and they said ************************************************************* My aunt paid the bill because she knew i was trying to get my kids back from my ex bf and my ex husband. I paid it to ****************** (collection agency) and they said wait a few days for **** to get it posted. A week or 2 later it finally posted and as my case worker is ******* me to stabalize a home i called back to duke only to be hung up on by a *** that claims i must pay my ex bf bill also when he was the renter at that time. Hung up on click! I couldnt believe it. Now the home is up for someone else to be rented and im out of money and a place for my kids where they was use to. Had i know they would jive me i wouldve just found a new house but that isnt easy either when they have my ex bf linked to my Accounts and vice versa. I couldnt make changes or anything on his account so why must i pay his bill when mine is paid. I just need some understanding. I dont think they wouldve did this to anyone else but african american me who is under enough as it is.

  Business Response

  Date: 06/30/2025

  Service was disconnected for non-payment
  on 04/15/2025. On 04/17/20285 a call was received from the same telephone
  number that was associated with the previous account. The caller advised
  that the previous occupant moved out and acknowledged that she never
  vacated the home and therefore benefited from the service. Please be
  advised that Duke Energy Progress reserves the right to request that
  the balance is paid prior to establishing service for any new applicant
  if name swapping is involved.
  
  We want to express our heartfelt empathy
  for the challenges that the consumer is facing. We understand that
  these situations can be stressful and emotionally taxing. As a one-time
  courtesy, we can offer to accept $687.60, which is one half of the balance
  on the previous account, to establish service. Once the balance is paid,
  the responsible party must contact Duke Energy to establish service.
  Please be advised that the remaining outstanding balance will be
  transferred to the new account once established and we can offer a
  six-month Installment Payment Plan (IPP). A deposit will also likely be
  required and can be billed in two installments. Thank you for allowing
  Duke Energy Progress the opportunity to research this matter.
  

• Initial Complaint

  Date:06/19/2025

  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.

  Duke Energy is trying to charge me $12,564.30 for an electric bill from a tenant who resided at that address. I am the homeowner who was renting to someone, that person refused to pay a electricity bill and now duke wants to terminate my electricity and wont work with me on fixing the outstanding balance

  Business Response

  Date: 06/26/2025

  Due to the significant balance associated with the address, we are unable to proceed with establishing service for any other party. As a courtesy, we have offered to accept one half of the outstanding balance to reconnect service for the previous customer or to establish service for a different customer. Once the balance is cleared, the responsible party (landlord or tenant) must contact Duke Energy to establish service. Please be advised that the remaining outstanding balance will be transferred to the new account once established and we can offer a six-month Installment Payment Plan (IPP).

  Thank you for allowing Duke Energy Progress the opportunity to research this matter. 

• Initial Complaint

  Date:06/18/2025

  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.

  Techs came out to replace a Lampost on 6/19. They left a said bottle and damaged my concrete driveway.

  Business Response

  Date: 06/24/2025

  We contacted the customer and addressed their
  concerns.  We explained our process and apologized for any inconvenience.
   We are closing the complaint.

• Initial Complaint

  Date:06/18/2025

  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.

  My account number is ************ and my name is **** ********. I have called in twice and stayed an average of 45 minutes on the phone trying to just simply sign up for. The flex plan rate because I recently got a EV. Instead of being smooth it has been an adventure. The first **** signed me and she said I was signed up and it would start on the 15th of this coming month when my cycle started, but I got noconfirmation which she said I would get an email or text confirmation. So I called in again today and waited on the phone 30 minutes to get someone and I explained to the ****how irritating it is to waste time when the incompetent person that is drawing a paycheck working for Duke energy doesnt do their job. And shesaid what they usually said Im so sorry. But she signed me up, cause she said I was not signed up and I didnt get a confirmation email from her. Its almost like they think that theyre the only incompetent ones and everybody is incompetent but you end up spendingtwo or three times a week going behind people to get something simple done. I would like to sign up. I dont wanna be on the phone againfor a long time

  Business Response

  Date: 06/20/2025

  After reviewing the customer's account, we confirmed that a work order has been submitted to place the customer on the correct rate plan they requested. Once the update is complete, the customer will receive a confirmation notification reflecting the enrollment in the Flex Plan. We apologize for the delay and any inconvenience this may have caused the customer.

  Customer Answer

  Date: 06/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.