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

  500 Utility Dr Clemmons, NC 27012-8337

• 

  Duke Energy

  664 Issaqueena Trl Central, SC 29630-4434

• 

  Duke Energy Carolinas, LLC

  410 W Chapel Hill St Durham, NC 27701-3617

• 

  Duke Energy Carolinas, LLC

  PO Box 1551 Raleigh, NC 27602-1551

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:01/01/2025

  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.

  Attempting to contact my "your Spending Account" to discuss a discrepancy, I call the number provided on the document.THREE TIMES I am told they can't find my account when I provide the requested information, then they provide a number to call which is the SAME number I called. I am a duke retiree associated with the pre-tax spending accounts for medical bills. I have spent over an hour on the phone going around in circles and once was disconnected by the automated response system. I asked for a good number to get to someone who could help and was told the number they gave (which said previously was wrong) is the only one they have. This is unacceptable. i would like a way to contact someone who can help resolve this problem. Am told my account can't be found. Letter I am responding to is dated 12/25/2024. One week later, my account can't be found by the providers. The person I was speaking with identified herself as "*******". Was just given the number I was told to be incorrect as the correct number, again. (fourth time) 1/1/2025 @ 1056hrs.

  Business Response

  Date: 01/06/2025

  We have attempted to call the customer 3 different occasions at ********** with no response/success. We are closing the complaint due to no response. 

  Called on 1/2/24 at 8:52 am left a voicemail 

  Called on 1/3/24 left a voicemail 

  Called on 1/6/25 at 2:44 pm left a voicemail. 

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or around October 31, 2024, a Duke Energy truck crossed the backyard of my property and ran over my septic tank, imploding the tank and subsequently becoming stuck in the septic tank. Duke Energy called a wrecker to dislodge their trucker. That wrecker (tantamount to an 18-*******) ran over a septic line and damaged the line, destroying my lawn in the process. The Duke Energy workers gave me the name of their supervisor, ***** ******, who said that he was going to assist me. In addition, I filed a claim with Duke Energy (Claim #4A2410ZM152-001) and emailed ******** ***********. I informed ******** that I had damage, including tenants in the property who were upset and refused to pay rent as long as the lawn was damaged. ******** informed me that that there was NOTHING she could do. Therefore, I contacted ***** ******. ***** contacted a contractor named ***** ******* to repair the septic tank. ***** ******* sub-contracted with ********** to make the repairs. On December 5, 2024 (more than a month AFTER the incident), BLS finally came to repair the septic tank. HOWEVER, the new septic tank was not covered properly and a crater/indention has formed around the tank, causing a trip-risk and a potential liability for me with tenants. I contacted ***** ******* on Wednesday December 18th about the issue. There has been no response. I have signed no paperwork with Duke Energy, ***** *******, or BLS Septic. My concern is that they did a shoddy job and left no paper trail. 1) I would like for the BBB to contact Duke Energy to document my experience. 2) I would like for the BBB to contact ***** *******/ BLS to complete my septic tank repairs. 3) I would like for BBB to help with other financial claims from Duke Energy that resulted from them damaging my septic tank at my rental property located at **********************************************CONTACTS ***** ****** (Duke Energy)- ************ ***** ******* (Contractor)- ************ ****** (BLS Septic)- ************

  Business Response

  Date: 01/10/2025

  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:12/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Typical utility corp, no"customers," they have "users." If you email, call, use online acct chat, etc. ALWAYS "you need to go to website and search and in particular read our "energy saving" info will be stated. Very self serving. 18 of the last 21 mos (attached) **** rated me as being better than an efficient home. Duke graphs attach. The other 3 months? I only TIED efficient homes, even with repairs on system during one!! So, why all this explanation? Power bill went crazy for December. The highest $$/day in power usage in YEARS! Even the Jan that we had a low of 7 degrees. I keep $$ info (for years) for budgets. ( Note, I use $$/day while **** plays with monthly billing. I do such because ***** definition of month can vary by 6 days.) I contacted this monopoly (yes, not having a choice is a MONOPOLY) 3 ways. See timeline attach with details, notice that my email sent thru Duke acct took 7 days to get a reply. Nothing helpful and NO offer of help or for **** to check their end! One did state that a "signal" was sent to my meter and the result was that nothing was wrong on ***** end. Wow?? No one ever set foot on my property. A magical signal! In seconds it searched and checked everything (from the main line on top of the pole, to the line running from the pole to my home, to the hook up of this line to meter / house from the pole) etc, etc & all else that could cause overcharging by ****?! As mentioned in the email contact to Duke, I have ran my heat on 69 deg in day and 64 deg at mite. With this debacle I have lowered nite to 63. In my seventies I do not look forward to that. Anyway, to cover bases, I called out ****** Heating/Air to check things out. Results? System 100% on spec! More $$ wasted on my part because of the Duke monopoly! Thanks for nothing **** as you have totally ignored this situation.

  Business Response

  Date: 01/13/2025

  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: 01/14/2025

   
  Better Business Bureau:
  
  Reviewed response by business in reference to complaint, and find resolution by **** is an insult. **** clearly stated that **** is done with this and has closed the complaint!  As I have stated before, and this very **** "we are done" statement by **** proves my point ... **** does not have customers, they have users! And NO, my concerns were not addressed by ****. Nothing "explained." It took a BBB complaint to get a meter checked! The employee who came out to check the meter ... I tried to relate to him that this was not on a whim.  I said that this was a SUDDEN TOTALLY UNEXPECTED SURGE to a record setting power bill for ME, which I had already made Duke aware. He replied "need to get heat checked." I said done wks earlier. System tested at 100% on spec!!! I further explained that ****** *******,in 2023, had came out and did upgrades/updates to plumbing, hot water heater included, etc and handed me a bill for over $8,000. He replied that "**** has miswired a hot water heater before." To which I replied that if mine had been miswired in 2023 and it was now 2025, surely this would reared its ugly head way before now. I said to myself "no more." Why try to be polite. Why? So I just shut and let him be to do his menial task. Look at his previous statements. For everything I said positive for conserving energy he had something negative to divert the problem away from Duke Energy back to me.  ****** very **** statement very clearly sends a message...it is NEVER Duke's problem and users should never bother Duke!

  Bottom line, **** has closed the complaint! So be it! BBB needs to close it also but it should be notated that complaint closed with dissatisfaction on my part. I am done dealing with a monopoly's arrogance! If I have any future issues with a monopoly utility, there are other avenues to pursue. I thank the BBB for their time and efforts! This now CLOSED with Dissatisfaction!!

  
  
  Thank you. 

  
  

• Initial Complaint

  Date:12/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 3/13/24 I made a deposit of 260 to Duke Energy the deposit was set to accrue interest on 6/16/24 the deposit was returned the account on 12/02/24. I was not made aware of the deposit being released until 12/18/24 after which I called to get my refund plus interest. The Interest accrued was wrong and also, they took my deposit and applied to my bill without my authorization. As this is my money, they have no right to spend it. I have never once been late or missed a payment. They refused to help and only have rebuttals to my complaints and a back office who says they are reviewing the account and keep telling me they need more time and try to discourage my pursuit of my deposit to be refunded in full with the correct interest of 8 percent as promised on the website and what it says on deposits. also, I have included an interest calculator showing the date of interest and what it should be.

  Business Response

  Date: 01/15/2025

  We have contacted the customer and addressed his/her concerns, and the customer is now satisfied.  Please let me know if you have additional questions.

• Initial Complaint

  Date:12/26/2024

  Type:Customer Service 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 lived at the address provided in 2022 I move out and resided at a different address the person that was living there moved out and I decided to move back in and purchase the property. According to DukeEnergy I am not aloud to get services because according to them because I lived at this address before that I am responsible for the bill accumulated when I didn't live there and because I know the person who lived there that somehow the bill falls on me when the bill is not even in my name never had one in my name. I was treated disrespectful for no reason and basically told I had to suffer and that any laws I told them about didn't apply to me because they said someone stole electricity before I moved back in. I was also told of laws that don't exist and I feel like I was judged by actions that were not my own. I don't think this is fair and it doesn't abide by my rights in the state but as I stated they told me those laws don't apply to me almost discriminatory. I just want the fair rights of any person residing in this state. I deserve to be treated as a new customer and I should be able to get my electricity on and not treated like a nobody for no reason

  Business Response

  Date: 01/03/2025

  Called customer multiple times at phone number provided. Unable to leave voicemail, voicemail is full. Inspection is needed before service can be started please contact **************.
  

  Customer Answer

  Date: 01/03/2025

   
  I am rejecting this response because:
  They have not contacted me and there was an inspection done explaining to them that the electric was safe to turn on and they still rejected service.  I have read many things regarding inspections and since there was one done by an electrician it should have been good enough although repeatedly they denied the inspection and refused services they said that it had to be a building inspected and that is not the case.  Getting this last inspection not only cost money it was legit in compliance with duke energy

  Business Response

  Date: 01/03/2025

  Unfortunately, we are not able to accept an inspection from an electrician. Per Duke Energy process, An inspection is performed by a municipality or county to ensure electrical work performed meets all electric code standards. Inspection releases provide our company with the code-clearance to grant electric service. Inspections ensure all electric work has been performed safely and accurately. In most cases, the inspecting authority will notify Duke Energy of the inspection release through Email, Fax, or by Phone.
  As previously stated we were not able to speak with the consumer because the voicemail was full. If the consumer would like to discuss this issue. We will be glad to schedule a time. 

  Customer Answer

  Date: 01/04/2025

   
  I am rejecting this response because:
  There was no work done on the electricity so I do not need the necessary inspection or permit on electricity when I contacted the county office I was told that a permit is required when work is perform and the proceeds to an inspections. There was no work performed so I do not understand why you are doing this.  I also would like to say due to the recent conversations that I have had with Duke I would like to be treated without judgement or disrespect if you can do that then please contact me by phone again to set up discussion on this.

  Business Response

  Date: 01/16/2025

  The inspection hold has been released. The customer may call to request service at his earliest convenience. Thank you for allowing us the opportunity to research this issue. 

  Customer Answer

  Date: 01/24/2025

   
  I am rejecting this response because:

   

  The inspection hold clearly was never lifted so they took different opticals it was different departments same results. No one person should have to go through this I've been gaslighted and shunned I've been disrespected with little to no empathy from Duke energy I do not feel like a valued customer to be honest I don't know if anyone who would

  I called to request services they were supposed to come on the 21st to my dismay no one came.  I called on the 22nd and they said I had to talk to new construction, new construction has mentioned to me that I need an inspection I further clarified with them that I did not so they said that they were sending a tech out to install a meter after several hours I called them back and they told me that a tech told confirmed what they wanted "a inspection" mind you the meter was originally taken out by a technician and remains the same way it was when he took it needless to say the tech that came to my house left no note and he threw my meter cover plate on the ground and left it that way I got no reason to what was wrong and why he couldn't put the meter in the box so it was the same as before just a different department it was also  explainationed to me that the reason for the delay on the 21st is because they wanted an inspection now if the inspection was lifted why am I going through the same turmoil as before I have never felt such dishonesty from a company in my life.  It has been extremely cold and yet I'm at my end I was stripped of my rights as a customer and as a human.  Lies up on lies is all I get from them.  This has only caused mental turmoil for me.  For a copy who claims to ethical and wants their customers to trust them they sure have an awkward way of showing it.  Also they are trying to charge me a deposit why would I pay a deposit if they are still not giving me services.  As I stated previously I had the meter base looked at and paid almost ********************************************** it was safe and up to code and yet that's not enough no building inspected is going to do an inspection without a permit from an electrician and no electrician is going to pull a permit if no work was done.  So as you can see this has been a rollercoaster for me and I only wanted my services on and I feel like I was spun every direction possible by this company and for what reason there isn't one

   

  ****** Collier 

   

   

  
  

• Initial Complaint

  Date:12/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially filed a complaint in August about an installment plan not being set up twice. After not accepting the first response from Duke Energy, I did receive a message stating that if I paid 50% of the past due balance, the remaining balance would be set up on an installment plan. The message also stated that a notation was made to my account to reflect this. I have reached out to Duke Energy and was told twice that no notation was made to my account. My account is now scheduled for disconnection once again on or after 1/2/2025. Times are hard, and I am a single mom and very concerned about my children being cold and in the dark. I can pay the 50%. I would like to be able to set up what I was previously told could be set up.

  Business Response

  Date: 12/27/2024

  We contacted the customer with no success. However, the customer contacted customer service and was assisted with available options for the account. We are closing the complaint.

  Customer Answer

  Date: 12/28/2024

   
  I am rejecting this response because:
  The option that I was previously given after the first complaint was not noted on the account and I was therefore unable to get things set up. The option that was given to me after this complaint was not helpful at all. I was told that I had to pay just about the entire balance.I think it was like $30 less than what the account balance is before I could set up an installment plan. Why would I need to set up an installment plan for $30? All of this because of a glitch in their system obviously where the initial installment plan was never set up and then it was made to look like I missed the installment payment. Its obvious that theyre not going to work with me on this. 
  

  Business Response

  Date: 12/30/2024

  I try to reach the customer again this morning, was not able to speak with customer but did leave a voicemail. 

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My bill is due January 13, 2025, of ****** to Duke Energy. My payments are up to date. My issue is I contacted Duke Energy at their phone # ************ about why my bill is 221% higher, nothing has changed. I rent at an apt. complex here in **********, **. For 7 years my bills are consistent between ***** - 85 dollars. I already called maintenance here, he came in and said he checked the meter, it seems to be running normal like everyone else and nothing looks out of the ordinary (theft?), really, running normal for a couple of seconds he looked at, that must be policy. Anyway, he checked all utilities inside apt. meaning visual and just touch, no testing of electrical, HVAC, hot water heater, stove, refrigerator, thermostat. He said everything is fine and wait until next bill, really, another month could go by and be worse, So, I contacted Duke Energy several times and spoke to several representatives and a supervisor, they all told me the same thing, Duke Energy does not come out, everything is computerized, we have analyzer, I rent not own, so the **** told me I had to hire an electrician in order to proceed or to investigate. Are you kidding me? and I said I am disputing this bill because it is wrong, personally I think it was some theft. The **** told me that if I don't pay the whole amount, they will cut off my power. No one is doing nothing about it, someone needs to come out and check their meter and do a house call in person and do an electrical check, I should not have to pay this, how can I, I am **********. Meanwhile I am checking with an government agency to see on what to do, I do believe I am at a start of a run around, someone please do their job, I always pay on time for the last 7 years and to be talked to like this is not right, I should not have to hire an electrician, since I rent, maintenance has checked, I don't know what to do. Please help me, I don't understand! I shouldn't have to pay this ******, duke can adjust bill after electrical test

  Business Response

  Date: 12/20/2024

  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: 12/20/2024

   
  I am rejecting this response because: a Duke Energy employee needs to come out and least check their meter to see if it is malfunctioning or needs repair. A computer reading a meter instead of a person when something goes wrong with the meter. is their policy. Can a computer come and access that. You need a person. I have never had this type of an issue, ever, only to be told its computerized and the meter is working fine, is just lazy. It would be nice to see someone come and check their meter, or this high bill I currently have to pay could continue without resolve. 
  
  

  Business Response

  Date: 12/26/2024

  We contacted the customer and addressed their concerns. We explained our process and the customer understood the information. We submitted a request for a meter test to be completed within the next few days. The customer will receive a letter with the results. The customer will work with his property manager for any internal issues. We are closing the complaint.
  

  Customer Answer

  Date: 12/26/2024

   
  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:12/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had an account in good standing with autopay for years with Duke Energy. I do not miss payments. I also have a credit score of 730-not perfect but not not bad. I moved in April of 2024, switched service, no problems. Unfortunately due to a problematic sound issue with a neighbor, I had to move 6 months later. I started & stopped service & a month later was charged a $185.00 deposit. I have a business & residential account with ********************** & both are on autopay. I think its unfair whenever they feel like it-they can take a consumers money & keep it. If my cc is on file-youre getting your money every month. The only reason for this is to take peoples money. I had a large deposit with Duke Energy when I moved here 12 years ago. How much more proof do they need that I pay my bills on time?!

  Business Response

  Date: 12/20/2024

  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: 12/20/2024

   
  I am rejecting this response because it doesnt make any sense. They state they had to charge me a deposit $185.00 because of my credit report. I was not charged a deposit in April of 2024 when I started & stopped service. I moved in November because of an issue beyond my control. My credit has only gotten better-740 but they still say they get to keep the deposit because of my credit even though I have good standing payment history & am, & have been on auto pay for years. It is simply a way to take customers money & keep it as long as they want to. They know we cant do anything about it. 
  
  

  Business Response

  Date: 12/26/2024

  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:12/10/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an electric bill for $725 on July 30th 2024. I called Duke Energy and was advised the amount was due to an increase in usage in my home. The customer service *** went on to say, due to budget billing changes, your bill will no longer be fluctuate due to usage and a large bill at the end of the year the new process. I asked for an evaluation for n 9/6 which showed nothing out of the ordinary to justify the increase

  Business Response

  Date: 12/19/2024

  We have attempted to call the customer 3 different occasions at ************** with no response.  We are closing the complaint due to no response.

  Customer Answer

  Date: 12/20/2024

   
  I am rejecting this response because: Upon returning the first call, I had to leave a voice message and never received a call back. The second and third time I received a call a callback number was not left by the business so I was unable to speak with anyone from the consumer affairs department at Duke energy. It is better for them to set up an exact time to call. 
  
  

  Business Response

  Date: 12/23/2024

  We contacted the customer and addressed the customers concerns, and the customer is now satisfied.  Please let me know if you have additional questions.

• Initial Complaint

  Date:12/09/2024

  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.

  Power wrongfully disconnected, weather going to be below freezing. Sent money order VIA mail for one amount - now being told I have to pay MORE money for restoration. It can take atleast a week to get money back from money order. I have heat dependent animals for my business and they will all likely die. Company only cares about money. My complex only uses Duke and I have no other options but to go without.

  Business Response

  Date: 12/12/2024

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