Business Profile

Electric Companies

Duke Energy Carolinas

Headquarters

Complaints

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

Customer Complaints Summary

685 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.

Initial Complaint
Date:09/09/2024
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.
Hello, I have been trying to get my smart thermostat enrolled in the power manager program for several months now and I keep getting emails from duke energy asking me to unenroll from the previous power manager program I was under. I have called duke energy several times and spoke with multiple agents who have confirmed that I am unenrolled and I just need to submit a new application for the smart thermostat power manager program. But when I submit the new applications i inevitably get an email from duke saying that I am still enrolled in the other power manager program. At this point the reapplication link doesnt show a thermostat available for me to enroll, because it says its already enrolled , however I am not seeing the proof of that on my duke energy account nor have I received the first bill credit. I have reached out to duke energy over 15 times over the last 10 months.
Business Response
Date: 09/10/2024
********************************* is not the account holder. Please have the account holder contact customer services to help with this concern, the phone number is ************** between the hours of 7 am to 7 pm Monday through Friday.
Customer Answer
Date: 09/10/2024

I am rejecting this response because:
The account holder is my husband and at no point during the last 10 months did anyone mention He needing to be the specific person to call and complain about the issue we have been having.

Business Response
Date: 09/10/2024
I apologize we are unable to assist *********************************. Please advise to have the account holder contact Duke Energy ***************** However, I would like to advise that she can visit Duke Energy's website at www.duke-energy.com for more information on the power manager Smart Thermostat program (www.duke-energy.com/home/products/power-manager/smart-thermostat). On the Smart Thermostat page customers will find the email address of ********************************************** which they can email their program concerns to.
Customer Answer
Date: 09/11/2024

I am rejecting this response because:
The account holder has reached out to Duke energy customer service as well as the ********************** manager program team and we havent reached a resolution.
Business Response
Date: 09/11/2024
As a courtesy, we have reached out to power manager team and they have tried reaching ********************** and left her a voicemail and contact number. Please advise the her to contact them back. Please let me know if you have other questions. Thank you.
Customer Answer
Date: 03/14/2025

I am rejecting this response because:
I had to wait a year for duke energy to figure out how to enroll me into a program they advertised with an incentive for each year of enrollment plus a sign up incentive. I changed my internet provider and without any notification duke energy I enrolled my account from the program. The customer service I have received has been awful. I cant talk to anyone who knows how to fix this problem, I have to jump from phone calls to emails and it absolutely unacceptable to have to wait more than 3 months to get enrolled in a program let alone wait a year to then have it all undone in a day without any notification.
I would like my account to be enrolled in the energy saving program advertised for switching to a smart thermostat. I would also like the incentive advertised for switching to said thermostat. In lieu of the holiest two resolutions, I would also accept an amendment to the communications policy, in the future, a customer should be notified they are at risk of losing their credit or enrollment status before the company decides to unenroll the account. This could have all been avoided if a representative would have called/emailed me to let me know what was going on.

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

Business Response
Date: 03/14/2025
I apologize we are unable to assist ******* *********. Please advise to have the account holder contact Duke Energy **************** at ************ . However, I would like to advise that she can visit Duke Energy's website at *********************************** for more information on the power manager Smart Thermostat program (*******************************************************************************************************************************************; On the Smart Thermostat page customers will find the email address of ********************************************** which they can email their program concerns to.
Initial Complaint
Date:09/09/2024
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.
I stopped my service at our 517 Textile *********************** In May 2024 I was told I would get my refund in the amount of $1,037.36 within 30 days. Ive spoken to multiple representatives and have not been paid my money back yet. I was told that they sent it to my home address but forgot to add my ************************************************************************************************************************************ That it would be sent in 3 days and Ive been told this every single month and they have been holding my money hostage seems like
Business Response
Date: 09/13/2024
We have attempted to call the customer 3 different occasions at ************ with no success. We are closing the complaint due to no response.

Customer Answer
Date: 09/13/2024

I am rejecting this response because: I have not received a missed call or voicemail from them. If they called someone should at least leave a voicemail on who I can call back. Or provide a phone number and extension here for me to call someone. Its crazy for duke energy to try to close a case and keep my money!

Business Response
Date: 09/16/2024
Ms. ******* refund check has been reissued and mailed. I left her a phone message today and followed that up with email to both email addresses provided in her voicemail.
Customer Answer
Date: 09/16/2024

I am rejecting this response because:
Until I receive my check in the mail I would like this case to remain open. Ive been told that since June and have not received it yet. I called this morning and was told by a *** which Im attaching the phone call. I was told by a *** that she do not see any records of a phone call being made out. I did receive a call today for the first time and will return it when Im home. I was told if the check is lost in route then it would be an additional 30 days and that no tracking can be provided because they dont have that.
Business Response
Date: 09/24/2024
We understand the customers concern and apologize for any inconvenience. A refund check was reissued and mailed. Please allow 30 days for the customer to receive. We contacted Ms. ****** leaving a voice message with an explanation and followed with an email to both email addresses provided in her voicemail. Please let me know if you have additional questions.
Initial Complaint
Date:09/09/2024
Type:Order 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 want to assert that I am not liable for the debt that is linked to Duke Energy Fl, as there has been no contractual agreement between us. It is essential to emphasize that I have not willingly entered into any financial obligations with them. Furthermore, in my effort to address this issue appropriately and transparently, I made a formal request to ONLINE INFORMATION S for the provision of the original contract relevant to this particular debt. Regrettably, despite this request, they have not fulfilled my inquiry by providing the requested documentation. This lack of transparency and cooperation from ONLINE INFORMATION S has added to the complexity of the situation, making it necessary for me to seek further assistance and clarification to resolve this matter effectively.
Business Response
Date: 09/10/2024
All disputes must go through the assigned collections agency. Please resubmit this complaint with the Florida Better Business Bureau, as the customer referenced a ********************** Florida account. When submitting the complaint, please include the address of the disputed bill. Thank you.
Initial Complaint
Date:09/09/2024
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.
9/9/2024 is the most recent failure. ***************** are both duke energy customer care specialists who responded and failed to provide me with any kind of an answer or a way to contact anyone within duke energy that could answer my question via email as a phone call will not work - I'M DEAF. I have asked for a detailed explaination multiple times as to why my electricity bill continues to escalate despite claims by duke energy that a rate increase has not occured in my area. Multiple times they have offered for me to call due as I'm deaf. I stated this multiple times and they continue to offer me access by phone which my disability will not allow. It has been explained via email multiple time at a sub-second grade reading level that phone contact will not work and why it will not work. Duke Energy does not care about hearing impaired people as they refuse to offer an email contact option.
Business Response
Date: 09/19/2024
We have contacted the customer and addressed his concerns by email and the customer is now satisfied. Please let me know if you have additional questions
Customer Answer
Date: 09/19/2024

I am rejecting this response because: I am not satisfied! I have asked specifically for a breakdown of the "Energy Charge" on my bill and what portion of that ***rsents my kWh usage. I have been told by at least one customer service *** that there has been no rate adjustment in my area. If there has not been a kWh rate adjustment, there has been a significant adjustment in some other undefined area of the "Engergy Charge" that has been accompanied with zero explaination. Using the "Energy Charge" divided by my kWh usage, the effective rate has gone up over 60% in less than two years. I understand basic greed but from a government backed monopoly, this is beyond ridiculous. For them to then lie, stating that I'm satisfied with their response is further evidence they are incompetent, dishonest, don't care about the customer or a combination of the three.

Business Response
Date: 09/25/2024
Duke Energy has provided Mr. ********** with all the information he has requested. At this time there is nothing else that can be done. Mr. ********** has not responded to the last email that was sent to him. At this time Duke Energy will be closing the case.
Customer Answer
Date: 09/25/2024

I am rejecting this response because: This, like the last response from duke is a LIE! I have received partial explaination of the componets of the energy charge. Duke energy continues to fail to provided me with what I have asked specifically at a 4th grade reading level. . . . . Status Quo!

Business Response
Date: 10/01/2024
We have provided Mr. ********** with bill calculations for the last two invoices. We have also provided him the tools (rate schedules) to calculate previous invoices. We have explained to him about each line item on his invoice for accurate calculations. With this situation not being a billing error issue, we have provided all pertinent information to close this complaint.
Customer Answer
Date: 10/01/2024

I am rejecting this response because: This is yet another LIE from duke energy. I have asked very specifically for information on calulating my bills and they have given me only pieces and parts of what I have asked for while claiming they have provided everything which is patently false. Time and time and time again I'm directed to the same person who is either ignorant to what I'm asking or is actively denying me the information I have asked for, the end result is the same; failure!

Business Response
Date: 10/03/2024
We have contacted the customer and addressed their concerns. We explained our process and apologized for any inconvenience. We are closing the complaint.
Customer Answer
Date: 10/03/2024

I am rejecting this response because:
This is again false information. I have asked for specific information and I have been repeatedly denyed that information due to incompetence, ignorance or nefarious motives.
Initial Complaint
Date:09/06/2024
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.
I contacted customer service in June to request account disconnection due to moving. I asked how long I would have to pay the remaining balance and was advised I would have 1 year after disconnection to pay the balance of $1400. I tried to call on numerous occasions and was told the hold time was 50 minutes or more. I received a letter that the account was being sent to collections. I called in to make arrangements and was informed I only have 3 months to pay the balance and they require a $480 payment today. I explained that I am on a fixed income but the managers have been unable to help so I can get this paid in an affordable plan. They also said nothing can be done about the employee who gave me the inaccurate information. I was a customer for over 10 years and I feel this is unacceptable and should also be illegal. I was placed on hold then hung up on by the manager. This is causing me severe anxiety because I don't want my credit ruined. I'm requesting a that the entire amount be reduced to $0.
Business Response
Date: 09/11/2024
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:09/06/2024
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 am seeking the adjustment of my bill for the amount of $350. I have spent various month, endless phone calls, exaggerated waiting times, and being passed around from one to another customer care specialist coountles times explaining that I received a charge of $350 on my electric bill that I did not incur. I have tried to no avail to receive a credit for the charge back and was handed from supervisor to supervisor with the explanation that I had to hire someone to prove that I did not use the electricity. This even after they themselves realized that the house has been unoccupied for several years and the breakers are off except for the camera system. In their system they could see that there was an unexplainable ****** So they have sent out to workers to check their meter with the conclusion that there was nothing wrong with it. Subsequent month returned to a normal charge amount.After 20 years of uninterrupted loyalty and timely payments I feel insulted and offended that they would not credit my account for the wrongful charge and instead asked my to hire someone. What would a hired person even look for? I have decided to terminate my service until I get treated with the respect I deserve.
Business Response
Date: 09/17/2024
Thank you for allowing us the opportunity to investigate your concerns. The investigation has determined that the account was billed for usage that passed through the meter. There are various issues that can cause a power ************ It can include but not be limited to faulty wiring, electrical overload, overloaded circuits. These are issues that an electrician would be able to identify.

The customers metering concerns were reviewed and, in a case, where it appears that the kilowatt-hour (kWh) or kilowatt (KW) consumption is higher than normal, we look for meter malfunction. The meter was tested on August 13, 2024, and the meter tested ******% full load, ******% light load and ******% overall accuracy,which is well within the meter accuracy that was established by the *********************************** Regulation R8-12. If the meter is accurate, then we know that the electricity the customer was billed actually passed through their meter. Assuming that no new high-load equipment has been added and the occupancy of the home has not changed, an increase in usage is most often caused by: 1) temperature extremes causing excessive running of electric heating/cooling; 2) equipment problems with heating/cooling or water heating;3) identifiable changes in the way the customer operated their equipment,including operational errors.

We are unable to grant the request to adjust the billing.
Initial Complaint
Date:08/30/2024
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.
Requested a stop service two days ago for todays date at my old address. I have a screenshot of the confirmation screen after this request was sent, clearly stating Your stop service order is successful. I came to pick up the last of my things and service was still on. I called customer service and was told that although I made and have proof of the request being submitted, they must not have processed it and they cannot stop service until September 3rd, and that I am responsible for paying for those 4 extra days until then, after services were supposed to already be terminated. The customer service representative continued repeating that I must not have submitted the request, although I had the confirmation screenshot in front of my face for the whole conversation. I was told that because they didnt process my request and send a email about it, that my request must not have been made. I have confirmation that it was. I was also gaslit and was told that I must not have hit submit, despite me repeatedly saying that the page I had pulled up was in fact the confirmation that I submitted it. The bottom line is that making somebody else financially responsible for a mistake and lack of processing on the part of the company is so incredibly unprofessional.
Business Response
Date: 09/05/2024
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:08/30/2024
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 8/3/24 we had an extended power outage in excess of 17 hours. This outage impacted electricity, cable, internet and phone. It also cost me over $220 for two outages in fewer than 30 days for propane gas. Not to mention the inadequacy of responses, updates, explanations or time it took to recover. **** took over the electricity to 1300 customers from Dominion. We never had to wait this long to repair service. It is my understanding from speaking with a number of Duke employees, the nearest location of service personnel is over 50 miles away. It takes 2 hours to get here and additional time to repair. Two outages in less than 30 days in an environment where illegals are increasing is a threat to my safety. I am requesting that **** allow us to return to ******** where timely service is provided
Business Response
Date: 09/13/2024
As the customer has stated an outage occurred on 8/3/24 at 4:55 pm. The service was restored on 8/4/24 at 10:48 am. Approximately 106 customers were affected by the outage. Unfortunately, we cannot guarantee that a customer will never have an outage or be without power. It is never our intention for customers to endure lengthy periods without power. However, our crews are required to take 8 hours of rest time. It appears that the customer was off during the ****** rest period. We are unable to reimburse for expenses incurred.
Initial Complaint
Date:08/30/2024
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.
Me hard been issued a disconnection notice from Duke if we dont pay $2500 by Sep 9th. I have been fighting tooth and nails about my account and I just keep getting the same robotic responses. We bought our house in 2022, our monthly bills were around $250-$300, within our budget. Later that year we started receiving monthly bills at almost $1000 per month. How? Were a one level house, toddlers, rarely cook, heating/cooling set to auto and the exact same appliances that came with the house. This is unreal and have been a nightmare for our family. I even had to recently take on a part time job just to pay an electric bill. I have been a customer for years with **** and they are not willing to work with me at all. Now our family is facing being without electricity and they dont care. I have called numerous of times cause this just isnt right. If Im I using the exact same appliances how is my bill tripling? What family can afford this? Its almost like having two mortgages and it is sickening and disgusting of this company could care less a family sits in the dark. We work hard everyday to ensure our family have everything yet need and my kids have never went without anything. The assistance programs are hard to get in contact with and an account manager claimed to be helping me, but he just lied to get me off the phone. I have been beyond stressed of thinking what are we going to do less than two weeks of the scheduled disconnection.
Business Response
Date: 09/09/2024
The customers metering concerns were reviewed and, in a case, where it appears that the kilowatt-hour (kWh) or kilowatt (KW) consumption is higher than normal, we look for meter malfunction.The meter was tested on September 9, 2024. The meter tested ******% full load, ******%light load and ******% overall accuracy, which is well within the meter accuracy that was established by the North ***************************** Regulation R8-12. If the meter is accurate, then we know that the electricity the customer was billed actually passed through their meter. Assuming that no new high-load equipment has been added and the occupancy of the home has not changed, an increase in usage is most often caused by: 1) temperature extremes causing excessive running of electric heating/cooling; 2) equipment problems with heating/cooling or water heating; 3) identifiable changes in the way the customer operated their equipment, including operational errors.

The customers account billing history information has been emailed. We also have energy savings tips on our website at www.duke-energy.com/progress under For Your Home and Save Energy & Money.DEP also offers eligible single-family homeowners free in-home energy assessments. This free in-home energy assessment, valued at $180, is designed to help our customers learn how their homes use ********************** and how they can save on their monthly bills. Our expert will check their home for air leaks, examine insulation levels, check their appliances and more. Plus, they will get a free energy efficiency starter kit, valued at $30, to help them get started on their energy saving efforts.

For payment arrangement options, the customer will need to contact customer service. Specialists are available Monday Friday from 7am to 7pm, ET, at ************.

We hope this information was helpful!
Customer Answer
Date: 09/09/2024

I am rejecting this response because:
I have called multiples times and Duke is not willing to give me any payment options(installments). Although, your reading detected it as accuracy. Im still facing disconnection by tomorrow if $2,548 not pause today. I still don't see us utilizing almost $1000 in one month. And you still dont want to work out any arrangements. You basically waited until today Sept 9th to send someone purposely when they were supposed to be here Sept 3rd.
Business Response
Date: 09/09/2024
We attempted to contact the customer when the complaint was received. The phone would only ring once and the call would disconnect. The meter test was requested when the complaint was received. It was completed within the allotted time. The meter test has determined that the account was billed for actual usage. The customer will need to contact customer service to determine if any payment options are available.
Customer Answer
Date: 09/10/2024

I am rejecting this response because: Please state a date and time you tried to reach out to me. That is an absolute lie! I have no missed calls from Duke Energy. I made all of the calls. So provide a call log that shows someone reached out to me. No one else has an issue with calling my phone. Its always charged so theres no missed calls. So stop with all the fabrication and lies and show proof.
Initial Complaint
Date:08/26/2024
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.
Upon receiving our energy bill, the rates have changed and they are adding in unecessary rate charges. Using my last bill for example, We are charged a 14 dollar servie fee for **** providing their services. I feel its common sense, but we do NOT have another option. **** is the power provider for our area and we dont have an option but to use the servies. Mind you we also pay for our services, I feel its terrible to charge us to have the service its self. They have now added a Ride charge, adding an additional 20 - 30 dollars to each bill. This charge is said to cover, green energy, litigation, solar fields, NONE of which i support. I believe as a consumer I should be allowed to decide what I want to support and not. If The company is doing things, dumping waste, or gets caught in something that demands litigation, I should NOT have to pay for that. Our power bill have doubled from this time last year. We live in a 1000 sq foot home, that is well insulated, with new windows and a new room, there is NO reason our power bill should be ******. I urge you to look into this company, the charges they are sending to the customer, and I assure you will find more disgrunted customers then none.Taxes are assessed AFTER they add all of their fees which is not even legal. I am to pay taxes on servies rendered, not on the total AFTER they assess the additional fees. Nothing about what they are doing is ethical or moral and is just BAD BUSINESS! I wish there was another power company to go to, because I would be the first to leave. The answer to life being expensive, and to most of us struggling is to continue to charge us and raise rates to where we can't even make it in life!
Business Response
Date: 08/27/2024
This customer is in ***********, **. Please reroute this customer issue tothe local ******************** in *********, ***
Business Response
Date: 09/04/2024
I responded directly to the customer today via email addressing her concerns. I have not received a response yet.
Customer Answer
Date: 09/09/2024

I am rejecting this response because: I have provided a response directly to the memeber that email me.

Business Response
Date: 09/16/2024
I previously responded to ******************** There were additional questions/concerns. I have responded with the requested rates/riders and the following information.
The basic facility charge (now known as the basic customer charge) has always been a part of your electric service bill. Prior to it being shown as a separate line item on the bill, it was included in the monthly usage charge. It is part of the rates approved by the ************************************

The summary of rider adjustments was added with the 01.15.24 rate increase. There are also other riders included in the monthly electric charge. This is what I meant by some riders have always been included. The summary of rider adjustments are new riders for state-mandated programs.All riders were approved by the ***********************************.

Duke Energy does not keep the taxes collected; they are passed along to the appropriate tax agency.

We cannot remove the fees as they are applicable to all Duke Energy customers and approved by the ************************************
We are considering this case closed.

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