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

  461 Winston Rd Jonesville, NC 28642-2243

• 

  Duke Energy

  848 Bypass 72 NW Greenwood, SC 29649-1202

• 

  Duke Energy

  40 W Broad St Ste 690 Greenville, SC 29601-5208

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:01/19/2023

  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 installed a free ****** nest thermostat. Increase in bills after thermostat has been installed. I received relief funds for two months, totaling up to $1200. Duke energy used up those funds, and sent me a bill for $208.00. I received a bill for FEBRUARY in the amount of $1200.00. Duke Energy thermostats are purposely adjusting my thermostats to increase my bill.

  Business Response

  Date: 01/20/2023

  The customers BBB concern is in the Duke Energy Progress jurisdiction. The concern has been forwarded to DEP Consumer Affairs.

• Initial Complaint

  Date:01/17/2023

  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.

  im filling a compliant agianst duke energy home warranty . i was payig home warranty for years on hvac home warranty and they knew my system was 10 years or older and the didnt cover it but continue to let me make monthy payments the are robbing people

  Business Response

  Date: 01/19/2023

  We have reached out to the customer directly to address this concern. Thank you for your assistance with this matter.

• Initial Complaint

  Date:01/17/2023

  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.

  * We set up an account with Duke Energy when we bought this home and an official account was recognized before we moved in May 2022 * The house came equipped with solar energy production and we continued to use this equipment. Duke Energy was aware of this capability and continued to use our solar and bio-thermal energy produced since the day we moved in. The attachments from Duke Energy showing monthly power delivered to the grid and chart clearly shows the amount of energy we delivered to the grid each month. You can see them online today. I've also attached an Excel chart showing our original billing charges, modified billing charges, energy used, energy delivered to the grid, and the actual reasonable energy charge we should have been billed for. Though we paid our January bill of $1372.18, we did so under protest. * Our bills for the first five months were $16.49 per month except for the initial bill which was $22.42. No changes to our billing occurred until Duke Energy suddenly (six months later!) realized we hadn't signed a solar grid generation agreement. We had never even heard of such a thing and Duke Energy NEVER told us we had to establish this agreement even though they continued to benefit from our energy production.* Duke Energy issued new bills (and erased the energy generation portion!!!) and charged us the full price for energy as if we had never furnished the grid with any power * As soon as we were informed, we went through the process to ratify this energy production agreement--which took two months. Our new bill total is $1372.16--we will pay the bill under protest as we informed Duke Energy (see attachments with correspondence to/from Duke Energy). Based upon the monthly grid generation that we have continued to provide Duke Energy, we estimate that our total bill should be $430.25. We believe Duke Energy owes us the difference: $941.91. We will remove this complaint as soon as an apology and refund is received.

  Business Response

  Date: 01/23/2023

  Unfortunately, due to not having an interconnection agreement on file this new net-metering account did not bill properly. The account was only invoiced for the monthly basic facilities charge and not for the actual electric kWh usage. Upon learning of the issue, we immediately corrected the bills to include the actual kWh usage, mailed corrected statements and included bill messaging to explain that due to a technical error the accounts did not bill properly. It was also explained that in order to participate in net-metering the customer would need to submit a transfer of ownership application. We understand this issue is frustrating and may cause a financial hardship. As such, the customer may set-up an installment payment plan, if needed by calling us at *************. We sincerely apologize for any inconvenience or confusion this issue may have caused.

  Customer Answer

  Date: 02/22/2023

   
  I am rejecting this response because:
  PREFACE: I filed a complaint earlier but BBB did not allow me a chance to respond. Duke Energy neither admitted guilt nor offered recompense. We set up an account with Duke Energy when we bought our home and an official account was recognized before we moved in May 2022. The house came equipped with solar energy production and we continued to use this equipment. Duke Energy was aware of this capability and continued to use our solar and bio-thermal energy produced since the day we moved in. The attachments from Duke Energy showing monthly power delivered to the grid and chart clearly shows the amount of energy we delivered to the grid each month. You can see them online today. I've also attached an Excel chart showing our original billing charges, modified billing charges, energy used, energy delivered to the grid, and the actual reasonable energy charge we should have been billed for. Though we paid our January bill of $1372.18, we did so under protest. Our bills for the first five months were $16.49 per month except for the initial bill which was $22.42. No changes to our billing occurred until Duke Energy suddenly (six months later!) realized we hadn't signed a solar grid generation agreement. We had never even heard of such a thing and Duke Energy NEVER told us we had to establish this agreement even though they continued to benefit from our energy production. Duke Energy issued new bills (and erased the energy generation portion!!!) and charged us the full price for energy as if we had never furnished the grid with any power. As soon as we were informed, we went through the process to ratify this energy production agreement--which took two months. Our new bill total was $1372.16--we paid the bill under protest as we informed Duke Energy. Based upon ***** assessment of our grid generation, we estimate that Duke Energy owes us $556.32. We will remove this complaint as soon as an apology and settlement is received.
  

  Business Response

  Date: 03/01/2023

  Please allow 1-2 billing cycles and your account will be rebilled with the generation credits. Thank you for your patience.

  Business Response

  Date: 03/01/2023

  Date Sent: 3/1/2023 8:47:58 AM
  Please allow 1-2 billing cycles and your account will be rebilled with the generation credits. Thank you for your patience.

• Initial Complaint

  Date:01/17/2023

  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.

  Received an email From Duke Energy on January 4th 2023 Stating my projected bill for December 15th 2022through January 13th 2023 This would be $411 it also stated that's a $134 above average Ethically called Duke Energy because that is A $155 increase from last month I explained to Duke Energy that I have not changed my consumption habits And wanted to know why my bill was so high they tried to tell me oh well during this time of year people use more hot water So the hot water heater is the reason why I told them no we have not used more hot water than normal we have not changed anything And how much electricity we have consumed then they try to say oh well it's because it's the holidays and there's Christmas lights up I stated no I don't have Christmas lights up It continues it oh it's because fuel cost has went up I told them no you have been Cleaning this since Since 2021 about fuel costs I also informed Duke Energy that Since November 20th I took extra measurements to help keep in the heat in the house by put in plastic sealant on the windows along with stapleing heavy duty blankets Round the windows and mature all doors were sealed properly I also let them know I expected my November bill to be high since my November bills started on the 15th and I did not take Proper measurements of keeping a house warm until the 20th I once again asked why my energy consumption was so much higher this month I got put on hold for a very long time they came back and told me well we've read your meter and nothing is wrong with your meter I told them I did not care what they can see on the computer I need someone to come out and look at my meter personally because obviously there has to be something wrong cause my energy consumption has doubled since last month And I have not changed anything They continued to argue and say it's because it's Winter And refused to come out to my property because I don't own the trailer I also let them know that I was not the only one in this part of the park that has experienced A sudden increase out of 26 trailers 10 of us have experienced this And all 10 of us are on the same side of the park

  Business Response

  Date: 01/23/2023

  01/23/2023 - Satisfied. Call customer and advised that we did send a meter test out to be conducted. ***** was tested on 01/19/2023 with the results of **  100.13   LL  100.11  meter tested fine.  Customer understood. 

• Initial Complaint

  Date:01/12/2023

  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.

  In May ****************************************************************************** to pay it. Called customer service and because they couldnt gain us access to the account (due to us registering with the same credentials for new home and it not showing the old apt. Also not accepting over the phone payments) they decided to consolidate the remaining balance onto our current bill. At this same time we asked if they could prorate the amount as we moved out on the 13th and not the 22nd of February. They did so without issue and the amount of $254.41 was added to our bill for a collective total of $580.29. To our knowledge the issue was resolved and all outstanding balances were taken care of. Fast forward 3 months to August and our bill skyrocketed back up to $488.57. Contacted Duke energy and after talking with several different people and even a woman in internal revenue and accounting, no one could figure out where this additional charge of $241.67 was coming from and several tickets were made. During this time there was absolutely NO communication from Duke Energy end and I was calling back at LEAST every month if not more to see if it had been resolved. Tickets were closed out saying pretty much amount due is correct with no additional information.It is now January 2023 and the issue still persists. It wasnt until TODAY when i called that i was informed that the original amount for old apartment of $254.41 was credited BACK to me in order to prorate for the dates in February and didnt recharge until 3 months later for the prorated amount of $241.67 instead of just crediting the difference of $12.47. Due to this, it messed up two months of bills resulting in an even bigger discrepancy charge of $257.82.The issue lies in the lack of consent/knowledge of the provisional credit applied to the account. The complete LACK OF COMMUNICATION of this credit clearly breaks the agreed upon terms of use. See attached docs for bills, acct. # and policy broken.

  Business Response

  Date: 01/23/2023

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

• Initial Complaint

  Date:01/11/2023

  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 received my bill today from Duke Power for $343.71. I immediately called and talked with **** inquiring why the increase in my bill and informed her that I was without heat from November (before Thanksgiving) until December 29. I only had one small Amish heater I used in my bedroom and my bill was higher than when my unit was working. She suggested I set up a payment that would add an additional $114 a month to my bill for 3 months. I told her I would not be able to afford that because it would be an additional amount to the current bill. I just wanted to know why the increase. She then attempted to ping my meter and was only getting an error code. I asked her how was they able to determine how much my bill was and an error code was showing? I was put on hold again and she said somebody else checked it and it was fine. She said maybe an appliance or my water heater was causing the increase. I let her know that nothing has changed in my house before my heat went out. She then suggested that I call ************ for a free energy check and suggested resources to assist in help paying my bill. I let her know that I do not qualify for them because I work and live alone. Im so over Duke Power right now and just trying to understand why this bill was for 37 days and I had no heat from mid November until the end of December.

  Business Response

  Date: 01/11/2023

  After reviewing the account, the reading was not an estimate. We are unable to determine the cause of the electric usage increase for this time period by looking at DEPs side of the service. 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 have energy saving 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, this is designed to help our customers learn how their homes use energy 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. Please have the customer call ************** to find out if they qualify for this free assessment.  
  
  We appreciate the customer taking the time to share their concerns with us and we hope this information is helpful.

• Initial Complaint

  Date:01/11/2023

  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.

  Sent an email to duke power for some assistance but being that say i have made payment three times and did not following through, In which I did not know it had came to that point becuase was so high and I was making something towards I am not ablet to do so at this moment. I just wanted some kind arrangement where I can afford and not disconnect..I do have a full house with children. Is there someway they can help me. Please see my attachement below.

  Business Response

  Date: 01/25/2023

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

• Initial Complaint

  Date:01/10/2023

  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.

  My issue with Duke Energy is their unwillingness to refund my double payment of $373.00 made on January 4th via Web payment I called a total of four times on Friday January 6th (which I was told there was no record of) and Ive never been so disappointed and frustrated with Duke Energy.The first two calls I was transferred from the *** to billing where the phone rang for 7 minutes and I disconnected both calls.The third call I explained I scheduled a payment for $373.00 but got a notification I needed to make a payment therefore I did so. *Im on a plan that pays the same amount monthly and payment must be made on time. She told this was my error and there was nothing she could do about my double payment. I asked to speak to someone else. My call was disconnected. The fourth call. My account now shows I havent made a payment since December. I check my online history and there is no history that I ever made a payment much less two payments in January. This affects my on time payment for my program. Now I need to provide I made the payment Im not even certain the one payment is being refunded. This is awful.We dont have a choice in the power companies in this area but we certainly shouldnt be treated like this either. After providing proof of payment, it now shows I owe $5. No notes that I am due a refund and I'm told once again that I cannot have one of my payments refunded. I'm not financially fortunate enough to be able afford to make an additional payment of that nature. I'm at a loss and don't know what else to do.

  Business Response

  Date: 01/12/2023

  On January 12 reviewed the customer's account and the customer scheduled 2 payments online. Unfortunately, we are unable to refund the payment because the payment applied towards the next bill that was due

• Initial Complaint

  Date:01/09/2023

  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.

  We had a partial power loss on 12/17/22, A repair person came out and was able to install a temporary generator to give us power. We needed a new line run to our house. The team came out and dug this line on 12/2/8/22. We were told the permanent fix would occur within 10. days. It has not yet been fixed. We can only run limited appliances with the current hookup. I have emailed Duke Energy and was told that they did not know when they would finish the repair. It has been 3 weeks which is excessive in this situation.

  Business Response

  Date: 01/17/2023

  Satisfied:  Work was completed 01/10/2023. Customer was contacted. 

• Initial Complaint

  Date:01/06/2023

  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.

  My husband and I were overcharged by Duke energy and after months of trying to work with Duke Energy we have no resolution. We have had some tell us they are working on resolving our issue and issuing our refund, only to follow up with them days later for them to state they never told us they would be giving us the refund, or denying speaking with us at all. We moved into our new house in May, a house with solar panels on our roof that are fully functional and cover almost our entire energy bill - side from hook-up fees. We were given bills from Duke energy for the first few months of living here that represented our net metering and solar panels fully functional. Our bills averaged $15 and were reflective of our energy being produced by our solar panels and we had no issues. Then, Duke Energy all of a sudden back-charged us for months of energy bills as if we never had solar panels at all. We have emailed and called and talked with numerous people who claimed that we would be refunded the money they took, although since those same people have come back on their promise to refund us and left us with no resolution. Emails have been ignored and calls have not been productive. We have been patient with receiving a response from Oct. - Dec. to get through the holiday season, but are ready for a solution.

  Business Response

  Date: 01/30/2023

  An interconnection agreement, along with other documents are required. The customer can send an email to: [email protected] Energys Smart Energy Specialists are also available at ************,Monday through Friday, 8 a.m. - 5 p.m. 

  We apologize for the delay in providing a response. 

  
  

  Customer Answer

  Date: 03/03/2023

   
  I am rejecting this response because:

  have we not heard from Duke Energy, but we now have a separate billing issue.

  I have emailed them and we have called them regarding the interconnection information they needed. 

  We actually just called again yesterday due to a completely new issue and go no where with the representative on the phone. We were told to call back today, but this is the same process we did last time. We would call, get someone who we'd have to re-explain the issue to and then nothing happens next. 

  
  

  
  

  Business Response

  Date: 03/09/2023

  Unfortunately,due to not having an interconnection agreement on file this net-metering account did not bill properly. The account was only invoiced for the monthly basic facilities charge and not for the actual electric kWh usage. Upon learning of the issue, we immediately corrected the bills to include the actual kWh usage, reversed the previous generation credits given, mailed corrected statements and included a bill message explaining that due to a technical error the account did not bill properly. It has been explained that in order to participate in net-metering the customer would need to submit a transfer of ownership application. Once received and processed, we will credit the generation credits to the account, but we are unable to do so until the interconnection agreement is received and processed. We understand this issue is frustrating and we apologize. If the customer has already submitted the ownership application, then we ask that they allow us up to 30 days to process.