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Business Profile

Electric Companies

Duke Energy Carolinas

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 690 total complaints in the last 3 years.
    • 252 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:11/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 Nov 1, 2024 **** came to my home to remove an EnergyWise device that was connected to my *** They removed my device and my AC did not work that evening. They sent a tech out on Nov 9 to assess and he concluded that the ** wasn't working and filed a complaint on my behalf. I then had my HVAC company do an assessment, repair, and report. The report concluded that when the EnergyWise device was removed, there was a cable that needed to be reconnected to the *** The energywise device sat between those 2 wires. Once it was removed, there was no way for the unit to function properly without reconnecting them. This report was delivered to Duke Energy.

      Business Response

      Date: 11/13/2024

      Titrese ******** may contact ******** who handles claims on behalf of Duke Energy Progress. ******** has representatives available to take initial claim filing calls 24/7. Customers can report a claim on the claim's website ****************************************************************************************************. If the customer does not have access to the internet the customer can file a clam with ******** at **************. 

    • Initial Complaint

      Date:11/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This is regarding The Summit HOA business account.We signed into a new lightning agreement with a price of $268.30 plus taxes. **** advertises that outdoor lighting is turn key. No surprise prices. Install, maintenance and electricity is included. My bills prior to taxes are coming in at around $302. Which is approx $34 more a month than we signed for. I reached out to ********* ******* who did the lighting agreement and he told me he sent it over to billing to be set up and I needed to contact billing. I called on Oct 28 and the *** took down my info said I'd hear something back in 3 to 5 days. I've heard nothing. I called back on Nov 1st and was told it was still pending. Now it's Nov 11 and still no response. Our account needs set up to match the signed agreement. If not then we've been extremely overcharged for lighting for 10 years for 10 lights at $32196 then on top of that adding electricity that is supposed to be included (these are dusk to **** lights only) then atleast over $4000 more for the electricity. We are a HOA and budgeted and voted only for the contracted price. I need Duke Energy to set up our account to match the agreement we signed. I've attached the form. If the *** made an error on filling it out then that needs internally resolved. It's not our job to know if he filled out correct or not. We expect **** to Honor what they offer posted on their website. Maintenance,electricity and warranty included. One low monthly cost. Attached agreement also indicates. ********* stressed we needed to sign before end of June due to a rate increase. We signed but but have yet to get a bill that matches our agreement. I can see a few dollars variance but not over $30 base rate each mth. We need refunds as well on the bills that we've paid that were set up incorrect as well.

      Business Response

      Date: 11/12/2024

      Customer filed complaint with the *********************************************************. We are closing the complaint with BBB and handling the complaint with the *********************************************************.

    • Initial Complaint

      Date:11/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 multiple issues with this business in regards to hurricane ******. I called multiple times and was told my situation was considered urgent due to lines being on road and no one ever came out and was without power for 12.5 days I was also told by line crew that the drawings on map are incorrect and shows property being behind 1308 circuit and was showing my road as. Having power and it didnt but I called many times and saw duke trucks drive by and do nothing My family cleaned all trees off road which wasnt our job (its was *****) and we should also be reimbursed for that.Poor service, communication, misinformation and poor management of maps and services I lost food, medication and had humidity damage to my home because of this. All neighbors had power but four people on the road Im on and duke refused to help but helped people on the corner 1/4 mile from me.

      Business Response

      Date: 11/19/2024

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

      Customer Answer

      Date: 11/19/2024

       
      I am rejecting this response because

      a return call was made and message sent. Do not accept there response 


    • Initial Complaint

      Date:11/11/2024

      Type:Order Issues
      Status:
      Answered
      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 exhausted all attempts to request information from duke energy and have spent countless hours trying to get information that **** refuses to provide. As a result of hurricane ******, specifically a tree, I like many others lost power for over three weeks. My pregnant wife and I evacuated to ************ and are trying to have our home insurance pay for our evacuation expense. Our unsure won't cover our expense unless it can specify it was a result of a tree falling on our power lines, which is what I reported. I understand that duke can't modify the standard template (only the dates) but I'm looking for an export of a note or a letter explaining the situation. Case numbers attached.

      Business Response

      Date: 11/15/2024

      While most outages are caused by severe weather, vehicle accidents or other events beyond our control, we recognize that any power interruption is an inconvenience for our customers, regardless of the cause. A review of the outage history shows that an outage was reported on 09/27/24 at 3:32 a.m. There were 2442 customers affected. The outage was due to fallen/leaning trees within our right way after Hurricane ******. Power was restored on 10/08/24 at 3:16 p.m. The customer was emailed an Outage Verification Letter on 10/02/24 and 10/15/24. Unfortunately, Duke Energy cannot not edit this correspondence type. We sincerely apologize for the inconvenience and confusion. Thank you for giving Duke Energy Progress the opportunity to research this matter.

    • Initial Complaint

      Date:11/07/2024

      Type:Billing Issues
      Status:
      Answered
      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 jamuary 2024, I have been trying to correct this issue with Duke Energy. It has been a hopeless comedy of errors on their part. The problem is I receive email invoices for an account that is not mine. The situation is even more confusing in that the address on the invoice is my address. However, the actual address on the account is *********************************************. I reside at **************************************. The account at ***** ends in **2879. The account for *************************************** in **3060. I and the resident at ************************************* have been trying to rectify this problem since January 2024. We have provided all information requested by Duke energy multiple times including email addresses, Physical addresses and meter numbers on the two accounts/residences. All to no avail. They are completely incompetent and apparently have no means of rectifying this situation. It has been over 10 months now and I do not believe I have talked to anyone there who had a clue as to how to fix this. Please assist in any way you can. I have no faith in Duke Energy's ability to rectify this problem. They have said its fixed multiple times and it never is. Don't believe them without verification.

      Business Response

      Date: 11/08/2024

      I have spoken with both Mr. **** and his tenant. The billing has been corrected and both parties are satisfied with the actions taken to rectify the issue.

      Customer Answer

      Date: 12/05/2024

       
      I am rejecting this response because:

      Hello:

       

      I was contacted by Duke Energy and was assured the problem was rectified. I continue to receive email bill notices for an account that does not belong to me. Both the owner of the account and myself have attempted to rectify this situation with Duke energy. The problem has persisted for 12MONTHS. Please advise

       

      Thank You

      *** ****

       


      Business Response

      Date: 12/06/2024

      We did correct the account in question as of 10.09.24 This created a final bill in Mr. ****** name. Our accounts receivable team will be transferring that final bill to his tenant. I have advised both Mr. **** and the tenant of that action and am closing this case again.

    • Initial Complaint

      Date:11/05/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Removed from budget billing in error by Duke Energy

      Business Response

      Date: 11/08/2024

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

    • Initial Complaint

      Date:11/01/2024

      Type:Order Issues
      Status:
      Resolved
      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.
      For the past week, Ive been calling about setting up a payment plan for a previous balance. My old and new accounts were merged, and now Im being told I cant establish a payment plan unless both the current and previous balances are included together.Initially, I was assured a payment plan could be arranged for my previous $271 balance over 6 months on my new account, and I agreed to those terms. However, instead of setting that up, they merged both accounts and canceled the original plan without informing me. Now theyre saying I have to pay both balances together, and despite multiple calls and speaking to representatives who gave me conflicting information and attitudes, nothing has been resolved. Im left to deal with the stress and frustration of this situation on my own.On top of that, my power was out all day due to an accident, adding to the inconvenience. Ive experienced a lack of transparency and accountability from Duke Energy, and this situation has caused me a great deal of unnecessary stress at an already difficult time.

      Business Response

      Date: 11/05/2024

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

      Customer Answer

      Date: 11/05/2024

       
      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:10/31/2024

      Type:Billing Issues
      Status:
      Answered
      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 refused to make an adjustment in billing after an account name was changed from my name to the current resident. It would have been a simple matter to make a debit and credit entry in order to correct the billing and **** refused to do so. I was on hold for an extended period of time and was unable to speak with a supervisor. This was a simple matter that could have been easily handled. It took Duke over 60 days to transfer the balance in error to my existing account.

      Business Response

      Date: 11/05/2024

      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:10/30/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Paid equal payment plan. Moved out of house and continued to pay the bill. House was empty for 5 of the 6 months the account was opened. They claim the meter readings are perfect and that I used ****** worth of power in a 1200 sq ft empty house with lights out and thermostat set on 80. I use a wood stove for heat. An empty house uses less power than what we are being charged. Very unlikely that we used ****** in power when the bill at our new house is less. More sq.ft. same town

      Business Response

      Date: 11/05/2024

      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: 11/05/2024

       
      I am rejecting this response because:
      They have yet to prove i used the amount of power .  They continually insist their "system is perfect" it is not.

    • Initial Complaint

      Date:10/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 Power came out on 10/24/2024 because a tree(s) had fallen across the road. They trimmed the tip of the tree off that was near the power line and left the tree(s) across the road. Why did they not remove the tree(s) when they were there? Why not have Aspludh come out and remove?? When they decide they wanted my trees cut in my yard that were near the powerlines I received no call or letter letting me know they were going to kill half of my trees. I want an explanation why trim the tip and leave entire tree???

      Business Response

      Date: 10/31/2024

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

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