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

  848 Bypass 72 NW Greenwood, SC 29649-1202

• 

  Duke Energy

  201 N Main St Travelers Rst, SC 29690-1526

• 

  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:03/06/2023

  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 had always carried a credit on the account. At the time the account closed there is a credit of $1501.54. We purchased a home with solar panels and had to do the interconnection request. With the company we were using the utilities had to be in the same name as the home insurance holder. This was on Account was closed on 12/27/2022.They stated that the refund could not be switched to the new account and I would be getting a refund in the amount of $1501.54. On 1/17/23 the original request went out to request the funds be released they stated it would only be 21 business days for the check to be received. On 2/17/23 I spoke with ******* at 10:59 am and she initiated an escalated case with the #for the funds to be released. On 2/23/23 I spoke with ******* at 10:50 am ******* stated that she was escalating the case to a supervisor and to IT and stated that I would be a call from her supervisor on 2/24/23 but would not allow me to speak with a supervisor. On 2/24/23 I spoke with ****** at 1:50 pm ****** stated that on 2/22 another request for the funds were sent to be released but could not provide me with a timeframe and requested I call back On 2/24/23 I spoke with ****** at 1:54 pm he stated that a ticket was in and the IT stated that there is an error in the system that is not letting the funds to be released but then stated that it would be **** business days. I requested to speak with a supervisor as he just gave me conflicting information. ***** the stated when I asked him if he had an id number associated with his name he stated that he was only obligated to provide his first name. He provided me with the same dates and information that I provided to him and I expressed my frustration. I requested that he speak with someone from IT to find out what the error was, and he stated that there was no way for him to speak with IT. I asked him to confirm that information that he could not speak with IT and he confirmed and hung up.

  Business Response

  Date: 03/07/2023

  Contacted customer. Advised check was mailed out on 3/1/23. She states she received check 3/6/23. The customer is now satisfied. Please let me know if you have additional questions.

• Initial Complaint

  Date:03/02/2023

  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.

  Over charging! In the 5 years I've lived in this house I've never had a bill over $500. Only 2 people live in my house. One is either working or sleeping and the other stays home. ( me ) I hardly ever have the heat on and keep all the lights off except one plug in lamp with a 40 watt bulb. While doing everything possible to keep usage down, all of the sudden we have a bill of over $500 for one month. That's insane! There's been other issues over the years. A few years ago I paid a $300 bill over the phone. They said they didn't receive it. While trying to track it down they tacked a $400 security deposit on by bill. Said it was because I hadn't paid my bill and I had been late in the past. It took 3 to 4 months to get it straightened out. They've constantly over charging. They blame it on appliances not working to they're full comasity. I dont have a dishwasher! We only use the stove a couple times a week. I do laundry about 3 time a month. How can the bill go up to $500? If you check their reviews you'll see all the complaints. They have us over a barrel! We have to have power so the charge what ever they want. I call it price gouging! Please investigate Duke Energy! The customers deserve better service! Thank you in advance.Sincerely *****************************

  Business Response

  Date: 03/15/2023

  We have reached out to the customer to resolve their concerns.
  

• Initial Complaint

  Date:03/01/2023

  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.

  November 2022 i called for more info on budget billing and installment plans. Was informed that you couldnt have both and that installments was for ppl behind and budget was for ppl with 0 balance due. Rep helped me set up installment plan for past due amount of around $200. Rep informed me to call in if past due is paid before the installment date so that the installments can be canceled.A week later a third party paid $400 plus . I called to verify with Duke energy and to cancel installment. Rep informed me that installment cancellation was successful . Once cancelled I asked for budget billing and was told my new bill would be 131 monthly with budget billing only. Feb 27 I called because my bill was over 131. Supervisor admitted that someone messed up and applied my credit to the installment which was supposed to be cancelled in November when I called to cancel it. Supervisor provided a reference number and stated to call back in 3-5days Called back today 3/1 and was getting the run around multiple times with no resolution. Please help

  Business Response

  Date: 03/03/2023

  We have contacted the customer and addressed her concerns.  The supervisor went over her account with her, and we apologized to the customer for any inconvenience.  We are closing the complaint.

• Initial Complaint

  Date:03/01/2023

  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.

  I had a return payment of $225.95 and 12/28/22. I've been paid $225.95 to cover that returned payment on 01/05/23. I've been seen another $225 charge included in another bill which I thought was strange so I called and he agent explained it away even though I still didn't understand why I was being charged $225 again. If it was from another bill it should have been a different charge not almost exactly the same. Now my previous bill is reflecting that I still owe for $225.95 for a returned charge (which I already paid for). I already covered the return charge I do not know why they added it to my bill, AGAIN. When I made a recent payment it said I only had $139.12 remaining, I don't understand why they're adding the $225.95 for the return charge when I've already paid for it. I think it's fishy.

  Business Response

  Date: 03/03/2023

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

  However, I hope this information helps :

  On the January bill it shows line item "Other Charges and Credit" for $234.36; and in the details, it has the Returned Payment of $225.95 along with the late fee and returned payment charge. This returned payment for $225.95 appeared on the January bill and did not appear on the December bill because the $225.95 was actually due 12-19-22. This initial payment that returned was not made or received on account until 12-22-22.  The January bill also shows total payment received on account when the bill was created was $651.90.  If we deduct the returned payment of $225.95 from the total payment received, the actual total payment received is $425.95, which are the payments of the resubmitted $225.95 received on 1-5-23 and payment of $200 received on 1-20-23.

  Please let me know if you have additional questions.  Thank you.

• Initial Complaint

  Date:02/28/2023

  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.

  May 2022 During a service call a ****** TV Technician informed us that there was a Hot wire coming from my electric meter. I immediately called Duke Energy and reported this information. Duke Energy sent service workers who advised us to have the problem repaired. 05/18/22 Contacted Duke Energy concerning wiring problem referred to Wiring Protection Plan.06/21/22 Contacted Duke Energy concerning wiring problem referred to Wiring ************************************** was assigned the job. When ***** **************** first came to fix the hot wire they separated the wire by using what appeared to be electrical tape. However, I continued to communicate with ***** ****************** concerning the hot wire, until I was told in November 2022 to request a work order from Duke Energy and they would put some type covering around the wire, conduit was mentioned.11/30/2022 ***** (***** ****************) called requesting a work order from Duke Energy.11/30/2022 Spoke to ******** (Duke Energy), sending work order to ***** ****************.01/10/2023 As requested by ***** (***** ****************) called Duke Energy for new work order, in order to complete job started on December 14, 2022.01/10/2023 Spoke to ******** (Duke Energy) informed her of no electrical power in parts of my house, resulting from job not completed on December 14, 2022. ***** ****************** is requesting a new work order, in order to finish the job.01/10/2023 ******* (***** ****************) called and gave me a service date 01/16/2023. 01/16/2023 Spoke to ***** (*****), after technicians were unable to correct the problems. Scheduled an appointment 01/30/2023.01/24/2023 ***** (***** ****************) called to re-schedule the appointment 1/31/2023 **** hours.01/31/2023 On January 31, 2023. ***** **************** technicians came to complete the jobs started on December 14, 2022 and January 16, 2023, accompanied by ************** and a representative from Duke Energy. The unresolved issues were pointed out to ************** and the representative from Duke Energy, who stated that my electric panel box which was located in the kitchen, would have to be turned around. After being turned around, it would be in the den and a hole would have to be cut in the dens wall for access to the electric panel box, before they could resolve the other issues. Once the electrical panel box had been replaced, one of the technicians and I walked through the house as we both checked to see what areas had power, but no more work was done by the technicians. In fact, they left after informing me someone would be in contact with me concerning the unresolved power issues.02/24/2023 The power came back on in the areas of my home where we had not had power since ***** ****************** was unable to restore power after replacing wires in my panel box. Informed ***** ****************** and asked if they could come out and inspect the wiring for safety concern, ***** ****************** informed me that they will be glad to schedule an appointment to check the wiring, but I would have to pay the cost for the service call. Due to me not having a balance left on my Duke Energy Home Wiring Program account.Since December 14, 2023 ***** ****************** has been trying to correct a wiring problem that resulted from their re-wiring services at my home. My only request was for them to repair a hot wire and place some type covering on the wire other than electrical tape.

  Business Response

  Date: 03/16/2023

  We did another follow up call on 3-15-23. We called the daytime phone number as well as the phone number on the account and left a voicemail on both. We left a name and phone number as well as work hours for the customer to call back.

• Initial Complaint

  Date:02/22/2023

  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 am a landlord and recently one of my tenants was evicted; in this process Duke Energy shut off the power to the location, which was in the tenant's name. After going through the eviction process and finding a new tenant I asked the new tenant to contact Duke Energy in order to have the power reinstated and put into the new tenant's name for the new lease. During this process the new tenant mentioned being related (uncle by way of adoption) to the former tenant; upon hearing this information Duke Energy denied the switching of power from the current residence to the new residence for this tenant and demanded that the tenant pay the former tenant's outstanding balance of over $2,800. This new tenant is disabled and has a HUD section 8 contract so the huge amount is not something that he can pay. After hearing this I contacted Duke Energy under the assumption that they would need to verify that this person who was evicted and to whom they extended a large sum of credit was no longer living at the location and had been officially evicted. ****** initial reason for demanding the payment from the new tenant was they they were related and therefore could be deceptively avoiding the balance on the power bill by just switching it into another name. I called and assured Duke Energy's customer service that this was not the case and offered to provide any documentation as well as full disclosure of the whole situation and any details that they might need. Much to my surprise I was greeted with the same suspicion and accused of "bill avoidance". I went through several rounds of arguing with customer service staff and requested that a manager take a closer look and apply some common sense so that we could move forward with the new tenant. The Duke Energy supervisor continued to be suspicious if not accusatory and refused to accept that this bill belonged to someone else and therefore is not the responsibility of either myself or the new tenant.

  Business Response

  Date: 02/23/2023

  The customer has been contacted and the issue has been resolved. 

• Initial Complaint

  Date:02/21/2023

  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 am a customer of ********************** of the ********************** and I received a letter in November 2022 from Duke Power stating that Payment is needed from a previous account from a property that I do not own. Duke power transferred the outstanding balance of $92.31 from property **************************************************** over to my property at ************************************************************************************ without my authorization. The transferred charges of $92.31 for are from July 28 - August 23, 2022. I placed many calls in attempts to resolve this issue since the beginning of November and an employee from Duke Power named ***************** with contact number ************ is supposed to open an internal investigation. I left multiple messages to this person's voicemail, and she did not return my calls. On Dec 15, I contacted Duke power to check on the status of the investigation opened by ***************** and after a long series of transfers, I finally reached *************************** who is customer service supervisor contact number ************ Case number: **********. She researched the charges and said that she could not find an online record or phone calls of anyone opening an account for ********************************************************** using my name and she confirmed that this is a Duke power system issue. ******* opened case ********** to let the department know that she already reviewed/researched the account and that it shows that this is a result of a Duke Power system issue. ******* stated that this should be resolved within 2-3 business days, and the additional charges removed from our account. On December 29, I checked my account and the charges $92.31 from property **************************************************** are still not resolved. I called *************************** and left a message. No response from Duke Energy. Again on January 4, and Jan 12, Feb 2, 2023 I called *************************** and left messages and no one has returned my calls for help. I need your assistance with getting Duke power to remove the charges of $92.31 from my account.

  Business Response

  Date: 02/27/2023

  Duke Energy removed the $92.31 charge that was transferred to this account and removed associated late fees. 

• Initial Complaint

  Date:02/21/2023

  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.

  I requested a transfer service from **** to my new address back in September 2022 while also providing my new mailing address. I never received a final bill, yet I paid $200 towards a $0 balance I had in hopes I would just pay the difference (if any) once I received it in the mail, or it would be added towards my balance on my new account that I had with Duke. I was never contacted until a collections report showed up on my credit score. I paid my debt immediately to Duke and requested proof of outreaches as well as for this to be removed from my credit, as I was never notified by the collections agency nor Duke Energy. I'm now about to be in a lawsuit over $200, when this could have been easily resolved had I been contacted by phone, email, carrier pigeon. UNLAWFUL and NOT OKAY!

  Business Response

  Date: 03/08/2023

  The final bill was issued on 9/20/22 and mailed to the customer's current address. A duplicate final bill was issued on 3/1/23. The customer would need to reach out to ****** & Associates regarding the credit/collections concern, as there was no Duke Energy error.

• Initial Complaint

  Date:02/17/2023

  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.

  The power supplied by Duke Energy to our portion of The Cliffs Valley neighborhood (approximately 7 homes and main gate) is unreliable and causes damage to our household equipment. Since we moved in to our home in July 2018 we have lost power well over twenty times. Many times those power interruptions cause power surges that damage equipment. Our refrigerator was damaged in July *********************************************************************** January 2023 our mini split air conditioner was damaged by another surge with repairs exceeding $1600. We installed a whole house generator in 2019 at a cost of $8000 because of their unreliable service and signed up for surge protection insurance and meter based whole house surge protection after our July 2022 damage. That surge protection did not protect our mini split from the January damage and the expensive repair. I filed a surge damage claim but it was recently denied due to the fine print exclusions in the policy that does not specify air conditioners are not included (the way the policy is worded creates enough loopholes for Duke's contracted insurance company to deny claims). Because their surge protection equipment seems to be inadequate I have now spent over $500 for a separate surge protector just for the mini split air conditioner. I have had their engineers conduct a reliability study and the only answer I ever get is that they are behind on their tree trimming. In summary, **** has a power monopoly and has failed to provide safe and reliable power to our house resulting in a huge expense for additional surge protection and repairs to equipment that is attached to the house.

  Business Response

  Date: 02/24/2023

  The Customer is enrolled in Surge Coverage and Grounding Premium, which is a reimbursement program designed to help cover costs of surge damage to electronics inside a customers home. The Customer filed a claim on the electronic board for his mini-split system. From the documentation submitted, it was unclear if the electronic board was located inside the home or outside the home. One of our Service Coordinators reached out to the Customer, confirmed the electronic board was outside the home and told the Customer that the claim was denied under the Surge Coverage & Grounding program due to the board being located outside the home. We are actively looking into the improvement in the customer's area. 

• Initial Complaint

  Date:02/17/2023

  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.

  I am reaching out to file a complaint on a billing concern that I have with Duke energy.I have been a customer for 5 years and I have a past due balance and they sent me a cut off notice saying that I have to pay over $1k to keep my service on.I reached out to Duke energy on several occasions and even spoke to a supervisor to set up a payment arrangement and no one has been able to help me. I did fall behind on my bill and have been trying to make payments. They keep saying that I am not eligible for a payment arrangement on my account. I am not understanding why they would deny a consumer a payment arrangement. There is no way I will be able to pay over $1,000 by the due date and need help with getting a payment arrangement setup. Please help!Having power is a necessity and me and my kids cannot be without power. Can you please help me?

  Business Response

  Date: 02/20/2023

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