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

  920 Beaumont Ave Spartanburg, SC 29303-3139

• 

  Duke Energy

  425 Fairforest Way Greenville, SC 29607-4437

• 

  Duke Energy

  664 Issaqueena Trl Central, SC 29630-4434

• 

  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:02/14/2023

  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 put a pole in my yard to connect electricity to an addition that was added to my home. The pole is placed about 10 feet from the corner of the deck next to a tree and the wires to the electric box hang over the deck. A few years back these wires were starting to sag over the deck. I called Duke Energy to ask them to come and tighten it up. They brought a couple of very large trucks and drove to my back yard and tightened the wires from the pole across my deck to the electric box. When they left, my land had indentations to this day that cause the yard to slope. The wires going across the deck are sagging again because of the weather over the past several years. I called for them to come and tighten the wires again. This time they said they could not do that and it should not have been done the first time. Duke Power says I need to have an electrician come out and put in a pole on my electric box about 4 feet high so the wires can be raised over the deck. Electrician said $1200 to do that work. Also said Duke Energy could remove the pole and place the wires underground and run the wires to the box on the back of my house. $1450 I pay Duke Energy. Why am I responsible for having to pay for ANY of this work? The pole should never have been placed next to the deck and wires should not be sagging over my deck so that I have to duck out of the way of them. Again, why am I responsible for the payment to do this?

  Business Response

  Date: 02/22/2023

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

• Initial Complaint

  Date:02/14/2023

  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 have been a customer since 2019 just like everyone else who was affected by ******* had hardship to pay bills! During that time I signed up for HOPE , I was told they sent the funds and the funds are nowhere to be found! When asked Duke energy they told me I needed to do it but since this was done years ago they now dont have the statement regarding the amount! Fast forward to today they were helping me with an installment plan which was too high to begin with which was also before my due date on my actual bill and no notification to pay my installment. Since I didnt pay my bill on yet again another day different from the previous months, my plan was voided and now Im about to be disconnected. I spoke to five different people where I was told 2 different things on one hand I had a lady tell me I couldnt due to me not paying and once I told her I did and showed evidence she said she can get me to pay 25% and told me to call back tomorrow to set up! Called back the same day just to confirm and the lady said yes call tomorrow and setup to pay by the 15th 25% of your bill and your good. Just to find out today by two supervisors ****** and **** of escalation that I cant do that and with no solutions no empathy said I need to pay 1500$ that I dont have.

  Business Response

  Date: 02/14/2023

  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:02/13/2023

  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.

  I have enrolled in the budget billing program and my bill very month has been $112. As of December 2022 I get a notice a week before stating my bill will increase to $156 when I have not overused any electric current in my apartment. I get a new notice stating that I owe $845.69 towards my bill. I have tried calling customer service and the line has been disconnected by several representatives when asked can I speak to a supervisor. When speaking with a representative they have been of no help to me. I do not understand how my bill can be $845.69 for the month of February alone when I reside in an apartment.

  Business Response

  Date: 02/15/2023

  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:02/13/2023

  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 DISCONNECTED MY ELECTRICITY WITH DUKE ENERGY ON OCTOBER 21,2022 OF LAST YEAR. DUKE ENERGY WAS SUPPOSED TO SEND ME A REFUND CHECK OF ******. I'M CURRENTLY RESIDING IN ********, IVE MADE A CALL TO DUKE ENERGY ON 5 DIFFERENT OCCASIONS IN REGARDS TO THE REFUND CHECK THAT IM SUPPOSED TO RECEIVE. *** TALKED TO A FEW REPRESENTATIVES, AND THE REPS SAY A CHECK WAS SENT OUT.. THEYVE SENT 4 CHECKS OUT THAT I STILL HAVE NOT RECEIVED. I GET ALL MY MAIL,IM NOT SURE WHAT THE PROBLEM IS. BUT IVE BEEN WAITING LITERALLY SINCE 2022. ALSO IM NOT SURE HOW I INVESTED A ****** DEPOSIT TO SET UP MY UTILITY.. AND ONLY RECEIVED ****** AS A REFUND CHECK.

  Business Response

  Date: 02/02/2023

  Good morning,

   

  I apologize for the inconvenience; however, this customer's service was not in the Midwest. Please transfer complaint to ********* BBB.

   

  Thank you,

  Amber
  Midwest Consumer Affairs

  Business Response

  Date: 02/15/2023

  We have made 3 attempts to contact the customer at  ************** with no answer. The address of 15 ************************************************************************* has been verified as the mailing address. A refund check has been issued and mailed to this address twice, once in November and once in December. The 2 prior checks have been voided and a new check has been reissued and sent to the mailing address on file. We are closing this complaint due to no response from the customer.

• Initial Complaint

  Date:02/09/2023

  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 called Duke Energy to transfer my electric service from my apartment to a new home in *******, **.What I thought would take maybe 15 minutes? Well, I did not expect to answer very detailed, personal choice questions, and say no to multiple (more than 5) offers from other (non-electric) providers.Please have Duke power stay with just providing electrical power. Period, NOTHING ELSE. Thanks.

  Business Response

  Date: 02/16/2023

  We reached out to the customer to address their concerns.

• Initial Complaint

  Date:02/09/2023

  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.

  Duke Energy has neglected to contact me regarding a past due account meanwhile have placed the account in collections. I am more than willing to pay the bill. This was an oversight. Please correct and remove from credit and allow me to set up arrangements. After reviewing my account online, they have my current phone number and email address on file but did not contact me once!Acct ************

  Business Response

  Date: 02/21/2023

  We have contacted the customer and addressed her concern.  We explained our process and apologized for any inconvenience.  We are closing the complaint.

• Initial Complaint

  Date:01/30/2023

  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.

  My complaint is that with just one heat pump in service since May 19, 2022, my kilowatt hours used have continued rising each month over the same time periods (June 2022- January 2023) compared to those of the previous year when both heat pumps were being used. My house has two heat pumps but only one of those has worked and been in service since May 19 of 2022. The end of the house with the broken heat pump is sealed off. In the last bill issued on January 20, 2023, there was an increase of 17% in the kWh used over the same time period for last year even though only one heat pump was in service for the 1/20/23 bill compared to two heat pumps in service for the preceding year. Another factor that would also lower power consumption is that last year two people were living in the house using electricity and since mid-November of 2022 there has been only one person living in the house. However, Duke Energy clearly knows that the heat pumps are by far the biggest energy consumer of kWh and that a reduction of one heat pump in usage instead of two would represent a significant drop in the kilowatt hours used. Either the meter is wrong or something very deceitful is going on with my bill. In any case I am not going to pretend that one heat pump uses more energy than two heat pumps. This is absolutely ridiculous. If I have to go to small claims court or to the local TV stations to get something done I certainly will.

  Business Response

  Date: 02/01/2023

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

• Initial Complaint

  Date:01/30/2023

  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 contacted Duke Energy on January 10th 2023 in regards to an inaccurate meter serial number. The number on my bill did not match what was on the side of the house(323627206). The reason we noticed it, was because, our bill had continued to go up to power usage that didn't reflect our daily habits. After troubleshooting the house, we realized the meter serial number didn't match what was on our account and bill. The Duke representative on the 10th submitted a ticket for a technician to verify my meter number and the meter at **************, which they stated, the meter number physically on my house was for them in the system. She also informed me that this would take about 5 days and that someone would call me back with an update. Unfortunately, I never received a call and called the customer service back on January 23rd. I was informed by *** that the technician closed out the case number: ********** and verified the meters were swapped. She informed me that she would need to put in another ticket to get the information updated on the back end and that should take 48 hours and we should see the changes on our account once logged in. On January 27th, we logged in and saw the incorrect meter number. I called customer service and they stated the ticket was cancelled/closed due to having inaccurate information. She opened another case number: ********** and stated it would be another 5-7 business days until this was corrected and that I would have to call back in for an update if I had questions or concerns. I asked if there was a supervisor available to speak to at this time, I just wanted someone to follow through will getting this resolve. ***** was very respectful and informative, but informed me that I would need to call in to get an update. He did provide an email to respond to if they are not able to assist, but I will need to wait 5 business days. I just want the account to reflect the correct meter number and to be credited the over usage, roughly 13,00 kwH.

  Business Response

  Date: 02/01/2023

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

• Initial Complaint

  Date:01/26/2023

  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.

  A collection was placed on my credit for an unpaid balance. I disputed the trans with experian. Duke energy stated I owed them for services used however prior to billing I called customer service and asked about the current balance on my account. The lady told me I was current even though I did mention to her my billing looked as if I was paying towards an owed balance. *************** was assisting me during this process and places several large deposits on the account that took the account from negative. When their billing system switched it looked as if the money was never received and the bills looked different as if I was still behind. Again the young lady stated I was current and should not worry. A couple months later I received a collection on my credit. I have not even received a letter from the collection company to even contact them Im not sure who the collection is through. It dropped my credit score ************************* from being able to apply for a home

  Business Response

  Date: 02/10/2023

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

• Initial Complaint

  Date:01/20/2023

  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 constantly and consistently raises their prices to pay for issues that are not consumer related, such as their efforts in other states and their coal ash lawsuit. In this latest instance they have increased prices from $3.03/kWh to $7.32/kWh in just under 3 months. This is in addition to the fact that they are a monopoly, I have no other choices for power in my area and, even if I were to set up Solar power, I would still have to pay Duke to be attached to the grid.

  Business Response

  Date: 01/31/2023

  Called customer to discuss. Wasn't able to leave a voicemail message due to mailbox full.  Will email customer billing and usage history and to advise Duke Energy hasn't increased electric rates.