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

  1636 Pearman Dairy Rd Anderson, SC 29625-2008

• 

  Duke Energy

  500 Utility Dr Clemmons, NC 27012-8337

• 

  Duke Energy

  201 N Main St Travelers Rst, SC 29690-1526

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:06/14/2023

  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.

  I was the previous owner of a property at ************************************************************ *****. There was a residence and a detached one car garage. There were 2 electric meters. The meter for the garage was considered a business as the garage was detached. In January 2021, the house was destroyed by fire. The power of course was terminated immediately. The power to the garage was on until I purchased another house in May of 2021. I canceled service on June 15, 2021 and received a Final Bill (I am attached copy of final bill). The property was sold on Oct. 15, 2021. From the time of the last bill, June 15, 2021 until April 2023 I received no bills or any other communication from Duke Energy. Then in April 2023 I received an email and a telephone message that the power was about to be disconnected at ************************* and that the amount owing was $3,097.64. I never restarted service at the property. I have spoken to numerous customer service specialists on the phone and via email. In April I was told via email that an adjustment would be sent to billing. I thought that would take care of the issue however on June 9 I received another 'Final Bill' in the mail in the same amount of $3097.64. I again reached out via email but was told it would be better to call. I spoke to a supervisor on Monday who promised that he would talk to someone and call me back yesterday (June 13) but of course I received no phone call. He did say that it looked like their might have to be a civil suit, Not sure what this means unless it is Duke filing a suit against the current property owners. Regardless I have a final bill in hand and have not owned this property since Oct. 2021. **** is now saying that this bill will be sent to collection. I have an excellent credit rating and need some resolution to this issue. I have a final bill, I do not own the property they are billing for, and just because I'm the last person on record as having service does not mean that I am responsible for or will pay this bill

  Business Response

  Date: 06/22/2023

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

  Customer Answer

  Date: 06/23/2023

   
  I am rejecting this response because: I was contacted by Duke Energy Consumer Affairs and was told that I do not owe the invoice in question.However I cannot access the account online to view the zero balance on the account. I would like to have a copy of the account balance showing a zero balance or a response to this complaint stating that I am not responsible for the invoice in question. 
  
  

  Business Response

  Date: 06/23/2023

  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:06/13/2023

  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.

  Duke Energy has the most power outages Ive ever had in my LIFE and **** takes AT LEAST 6 hours to fix an outage. Today **** took over 8hours to fix an outage. They refuse to reimburse for any spoiled food after 8hours without power because **** did not cause the power outage they just take 8hours to fix it. When I buy a new house, one of the REQUIREMENTS will be that my electrical needs are NOT serviced by Duke Energy. Duke Energy is the worst. I wish the ***************** or whoever contracted Duke Energy would FIRE them and hire a company that repairs power outages with more urgency. 6/12/23 power outage 3:45pm-11:45pm

  Business Response

  Date: 06/13/2023

  On Monday 06/13/2023 Duke Energy experienced numerous outages that effected our service territory due to serve thunderstorms. *********** (customer) area suffered damages to single phase lines down that contributed to the extended outage experienced.  We apologize for the extended outage time. We work safely and try to restore power as quickly as possible. 

• Initial Complaint

  Date:06/12/2023

  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.

  Duke Energy claims that they have not received payment since 10/22 another rep said 1/23 the bank has proved to them that i have been paying the whole time. I have had 2 different disconnection notices and they said that they give there customers up to 6 months its over 6 months . I will be honest by saying would up load but not quite how. I have paid may or June because i received the first notice in April and that's what brought this whole to my attention . ************* my ONLY day off is Mon. Can somebody please reach out to me?

  Business Response

  Date: 06/27/2023

  The customer has been advised of what is needed for us to research the payments. The customer also filed a complaint with the **** Public Staff and I am working with their Analyst to resolve this concern.

• Initial Complaint

  Date:06/06/2023

  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 had a power outage on 5/30/2023 which left us without power for over 3 hours due to equipment damage which left my computer crashing and rebooting constantly.

  Business Response

  Date: 06/16/2023

  Unfortunately, we are unable to guarantee uninterrupted electric service. If you wish to learn more about a product we offer called, "Surge Protection," you can find that information at www.****-energy.com/home-services/surge. I hope this information helps.

  Customer Answer

  Date: 06/16/2023

   
  I am rejecting this response because:
  when I initially reached out to them I was told they couldnt cover the damages to my computer unless I had their Surge Coverage and Protection plan which is outrageous because Ive never been informed about such a plan which should be mandatory to have in the first place. So even after I enroll in this program for an extra fee per month, theyll refuse to help because its now a previous issue that wasnt covered at the time of incident. I feel duped because the only plan they advertised was a home wire protection which I signed up for when I bought the house. If they had ever informed me it would be a no brainer to have I dont know why they wouldnt protect their boxes with surge protection from start. Im just really left holding all the bags right now with a computer I need for work being fried I just bought in November. 
  

  Business Response

  Date: 06/30/2023

  We regret the experience you had but as previously advised the company is unable to guarantee continuous power. We apologize for any items that *** have been damaged. We recommend that you check with and submit a claim to your insurance carrier regarding any loss claims related to power outages.

• Initial Complaint

  Date:06/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to covid and Job loss our power got behind. We went through the installment plan and put a BIG chunk down. Which they sent a bill showing the balance MINUS the payment. Then ended up doing a payment plan on the full balance before the payment was even made! Making it look like we have paid nothing. Them claiming we missed a payment. We have contacted them with no help what so ever. Just adding on bigger payments each month. And we are clearly not the only ones being screwed over by them!

  Business Response

  Date: 06/08/2023

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

   

• Initial Complaint

  Date:06/05/2023

  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.

  There was a power outage that occurred yesterday around 10:00 pm on 06/03/2023. The company was called and they stated the power would be back on by 5:00 am on 06/04/2023. Then they stated the power will be on by 12:00 PM on 06/04/2023. Now they are stating 6:00 pm. I have two newborn babies to feed. Everything runs on electric. Their bottle warmer is crucial. All the food in our fridge is spoiled and we barely have any money to afford anymore. The company keeps changing the time of when it will be solved and it appears NOTHING is being done.

  Business Response

  Date: 06/12/2023

  We have 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: 06/12/2023

   
  I am rejecting this response because:
  
  until I am compensated for the food Ive lost and the formula that had gone to waste and food for the babies, I do not accept just filing with ****** Services to try and get funded for the amount.
  

• Initial Complaint

  Date:06/05/2023

  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 had service with duke energy trying to help someone to get to the point .I received a phone xal they discuss my account without my permission they told me they d isn't do stuff like that my main concern is what else did they discuss about *********************

  Business Response

  Date: 06/05/2023

  Duke Energy tried to contact ***************************** with the telephone numbers that is listed on the account and also by the number that is listed on this case, a female answered the phone and stated that she did not know ***************************** and the other 2 numbers that was listed, Duke Energy was unable to reach ****************************** Duke Energy sent the customer an email to contact **************** to discuss his concerns.

• Initial Complaint

  Date:06/01/2023

  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.

  We filed the Medical Opt out for the Smart meter due to health issues. Health issues that are continuing to be exacerbated by the meter. I have emailed on: 02/21/2023, 03/22/203, 03/30/2023. 06/01/2023. I called and was transferred twice. I was told that department does not have a phone number and the only way to contact them is via email. We would like the meter removed immediately.

  Business Response

  Date: 06/01/2023

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

  Customer Answer

  Date: 06/05/2023

   
  I am rejecting this response because: No one had ever told us there was another spot on the form to be signed. The spot has been signed as of 06/01/2023 we still need the work to be completed or at least some information as to when it will be completed.
  
  

  Business Response

  Date: 06/05/2023

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

  Customer Answer

  Date: 06/28/2023

   
  I am rejecting this response because:
  I have been trying to get Duke Energy to remove our smart meter since February 2023. I have been in contact with them and emailed them: 02/21/2023, 03/22/2023, 03/30/2023, 06/01/2023, 06/05/2023, 06/07/2023. I have completed the forms, emailed them and faxed them. ************** absurd. They need to REPLACE THE SMART METER ASAP Our next step is that we will have no recourse but to contact local news agencies. We will continue to use what ever means necessary to force a solution the fact that this has gone on for so long is beyond unacceptable.
  

  Business Response

  Date: 07/03/2023

  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:05/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March the 8th 2023 Duke energy took $200 out of my bank account and deposited it onto the bill at a different address where my mother lives They then took the $200 off of the correct bank. I have been waiting since that day to get my $200 back to no avail. I was told there was a check issued then that check was forced expired and a new one was printed. 2: different times.last one was sent out on April 27th. When I called to check on that check I was told that the original check sent out on March 23rd & cashed on March 29th. I have ever have informed delivery from the post office, that check never made it here. Keep in mind this is the check that they said they forced expired. I am still waiting because they said they cannot reissue a check they cannot tell me where it was cashed or who cashed it but therefore I can't file any legal papers against anyone. They also informed me that the check was in the amount of $176 and some change because the other bill at another address owed $23 once again not my account not my responsibility. If they're going to make me pay $23 that's someone else owes then when I receive my refund I should receive the interest that it would have drawn had it been left in my account I just want my $200 back. I live on a disability check I can't afford to give away $200 I can't afford to give away the $23 that they are trying to take I desperately need this corrected I am at my **** end. They overdrafted my account when they took it to begin with and I did not owe them any money. By overdrafting my account they made all my bills late because they did not clear. I was forced to borrow money from my son to fix my account. The account is listed under ******************************* my mother's name. She has two Seperate accounts two separate account numbers. They understood quickly enough to take that money from the correct Bank but can't seem to manage to get it back to me and my this has called me so many problems with my bills. It is also affected my credit

  Business Response

  Date: 06/09/2023

  We have contacted the customer and addressed her concern.  We explained our process and apologized for any inconvenience.  The customer has my contact should she have other questions or concerns.  Please let me know if you have additional questions.  Thank you.

• Initial Complaint

  Date:05/30/2023

  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 April 26, a crew was repairing power line ny our house and damaged our water line. They tried to repair it on the spot, but ever since the water pressure is very low, it is almost impossible to get any water in the back yard. We are unable to water the plants or use it for anything else. I contacted Duke energy and files a complaint. The lady , who took my complaint said somebody would contact me the next day. it has been almost a month and no one contacted me or stopped by to repair it. I've called several times and have been redirected to several different entities, who supposedly were responsible to evaluate and fix the problem. The last one was ****** and *******************************, as a contact person. It is really frustrating and disruptive. I urge Duke energy immediately get in touch with their subcontractors and fix the problem asap.

  Business Response

  Date: 06/08/2023

  We went to the location on 6/5/23 and the customer had a bad faucet. This is not the result of the damage that Mastec repaired. The customer has been informed.