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

  920 Beaumont Ave Spartanburg, SC 29303-3139

• 

  Duke Energy

  500 Utility Dr Clemmons, NC 27012-8337

• 

  Duke Energy

  664 Issaqueena Trl Central, SC 29630-4434

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:12/27/2022

  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.

  Starting Dec 23, 2022, we have only partial power in our home. No appliances will work including heat pump and hot water heater. We have called Duke Energy 5 times about our power issue. Three times we were told they submitted a ticket to find out no one submitted a ticket. The forth and fifth time we got ticket numbers but no action.. We have children and animals living under substandard conditions and Duke Energy just doesnt care. We ask for a supervisor but told Tuesday. Dec 27th would be the first day available. This is what happens with a monopoly. Last ticket number *******

  Business Response

  Date: 01/09/2023

  We have been in touch with the customer and are currently investigating their concern.

• Initial Complaint

  Date:12/27/2022

  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 felt the need to really make this complaint because not only myself but I know at least 1500-2000 other people who feel the exact same way I do and I'm sure there's a lot more out there having a terrible experience with Duke energy. It's not just about this isolated incident though.... So my power went out at 8 AM on 12 23,22. My power did not come back on until ***** at 3 AM I didn't get home until 8 AM on ***** not only is this the day before Christmas Eve but only did I lose 8hrs of work because I work remotely from home, but I had to pay for a hotel and my family was unable to come down and stay from ********. Big freaking inconvenience for me. I think it's really bizarre that when I did finally get a representative from Duke on the phone at 9pm last night. They said they would not offer any kind of concession because this was an act of nature etc. . While I understand entirely, but have some compassion for your customers. #1 get better equipment and be equipped better for situations like this. Anytime the wind speed is above 5 mph or there is any kind of storm Duke energy in ******/Burlington completely loses power, and I think that says a lot. I've been in my house 10 years now and this is happened at least 15 times. In addition to this I have my bill at $900 and I really still don't understand that. It was never explained in detail and I don't believe it. Duke Energy's should have more compassion and empathy, and offer a concession and credit to everyone affected by them in this case. The rep had the audacity to say you're not charge anything to meters not running when the power is out. No freaking s*** ********!!!!!

  Business Response

  Date: 01/11/2023

  We have contacted the customer and addressed their concerns.  We apologized for the outage experience and inconvenience and the customer was appreciative for the response to his complaint.  Please let me know if you have additional questions.

• Initial Complaint

  Date:12/27/2022

  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.

  12/23/22. It is the coldest day if the year and we have no power yet again. My street looses power every two to three months. This has gone on for years. **** never actually fixes the problems. They come out and put on a band-aid or trim trees , and it does no good. The only thing that will help is to bury the power lines. **** needs to spend some of the Billions of dollars they are sitting on and actually improve their infrastructure for their customers. They should never ever be allowed a rate hike until they actually make their service better

  Business Response

  Date: 01/09/2023

  We have contacted the customer and addressed his concerns, apologized for his experiences and the inconvenience, and the customer was understanding.  Please let me know if you have additional questions.

• Initial Complaint

  Date:12/22/2022

  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 applied my current payments from a previously closed account and then sent me past due and shutoff notices for my current locations. Then after 3 calls when they realized and admitted their complaint, they said they would send a refund for the overpayment of $77. This was October....it is now December 9th....and the story changes every time but now 78 days I don't have my refund check. I have called 8 (EIGHT) times now and they are telling me it was printed Nov. 18th but no record of sending it. This is absolutely ridiculous. To post payments to a closed account, then threaten to cut off my power for non-payment even though the payments were sent electronically to them and they coded them to a closed account and continued to collect money and let it sit there. THEN, to continue to tell me to wait (78 days) for a check to be sent is inexcusable. They have no issue with getting my bills to me..but I want action.

  Business Response

  Date: 01/06/2023

  We are still investigating this customers complaint we will follow up as soon as we get an update

• Initial Complaint

  Date:12/22/2022

  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 is telling me that I wasn't being billed since May of 2022 until for kilowatts I was using out of my ********** currently have 34 solar panels on my garage that are attached to a battery that is charging and being used before kilowatts from the grid. I called Duke today and they are saying I owe them $1074.00 for kilowatts used in my ********** would like to have Duke Energy come out to my home and prove to me that I used all those kilowatts in a GARAGE. The reason I did not bother calling Duke Energy when I was getting charged $17.00 is because the solar panels were generating kilowatts through the solar panels/battery storage before going to the grid for kilowatts. All the solar panels are on my ********** want Duke Energy to show me how I can use **** kilowatts in a garage that have 34 solar panels with a battery that is used everyday for power?? I need someone to come to my home and explain this.

  Business Response

  Date: 12/12/2022

  Good morning,

   

  This is a ************** customer. Please transfer complaint to ********* BBB.

   

  Thank you,

  Amber

  Midwest Consumer Affairs

  Business Response

  Date: 01/04/2023

  The customer has two separate accounts for this address: one is residential (*****) and the other is a garage (*****). The residence is set-up as a net-metering account, and we received the interconnection agreement so that energy credits can be applied to the residential account. However, we do not have an interconnection agreement on file for the garage. Therefore, it has not received any generation credits. Unfortunately, when we transitioned to our new billing system in Nov, 2021 the garage account did not transfer properly which caused the account to not be billed for any usage. The account only invoiced for the monthly basic facilities charge. The error was not noticed until Nov, 2022. Once we became aware of the issue, we corrected the error in our system and back billed the account 150 days, per ORS Rules and Regulations. We understand this issue may have caused the customer an inconvenience and for that we apologize. The customer may contact us directly to request a 6-month installment payment plan, if needed. In order for the garage to receive Net-Metering credits, we will need the customer to apply for interconnection for that account. That can be done at: *****************************************************************************************************************;

  For questions regarding the application process, the customer may email ******************************************************* or call the ************************ at ************.

  Again, we apologize for any inconvenience this may have caused. 

• Initial Complaint

  Date:12/20/2022

  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 employees refused to assist or remove charges on a total of 6 accounts they opened in error in my name. After calling to complain supervisor refused to close the accounts ****** until I begged her others stated that 1 call in nov 3rd requested meter installs and new service at 6 separate addresses they set up 6 accounts under my name and social at a unoccupied new construction apt complex. Per the *** lead sone specially gave my info. The entire situation of commercial units accounts being set up in an individual name makes no sense they insisted that i file a plice report I did, report to FTC I did they will not remove the balance and want me to pay 600. They never even pulled credit to open the Account will not close so I must report the fraudulent activity duke incident # **********. *********** police report **********. FTC *********

  Business Response

  Date: 12/20/2022

  These are ************** accounts, please refer to the ** BBB. 

   

  Thank you. 

  Business Response

  Date: 12/22/2022

  We have contacted the customer and addressed her concern, and the customer is now satisfied.  The customer has my contact should she have other questions or concerns.  Please let me know if you have additional questions.

• Initial Complaint

  Date:12/19/2022

  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 had gone months without a bill. I had contacted the company numerous times trying to pay. They kept telling me my account was good and paid up or the account was credited 400 dollars. I had to have two tickets opened up to have people look into why i wasn't getting a bill. I called and called. I now have an outstanding bill from months prior of not being paid. No fault of mine! I want the calls looked into and the account because something is not right and this isn't good customer care. I did my part checking into the situation. Duke Energy did not do theirs. Now im stuck with a 600 plus bill that i need to pay or it gets cut off. This is not my fault and i want answers as to why this happened and why im responsible when i was told numerous times i was good. I'm furious at how this had been handled and I want to actually speak to someone who can give me real answers.Not just a call center associate who looks at my accountand guesses at reasons! This is completely wrong of this company! I believe I'm owed that much. Thank you!

  Business Response

  Date: 01/05/2023

  Good afternoon, we had to reach out to our billing team and they stated that there is a defect and we are waiting on this to be resolved before we can respond to the customers complaint. As soon as they respond we will provide you the findings.

• Initial Complaint

  Date:12/14/2022

  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 every month trying to figure out why I was not receiving bills. I was not recievend them on the app nor in my mail. I tried to pay numerous times with my account saying it was still in the good of 400 dollars. I had to have two claims opened up because no one could tell me what was going on with my service. I do not believe it is right to bill the owner when I did more than my part. I am furious I am having to back pay for MONTHS of service I tried many times to have figured out. I want the phone calls looked into and my account. I would also like a contact for who else I can get a hold of as to why this has happened to us. This service mess up is not on us or our fault.

  Business Response

  Date: 01/03/2023

  We have been in touch with the customer and are currently investigating their concern.

• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Duke Energy to have a power pole installed on my property to redirect where the overhead lines ran from the road to my house. I was given a cost of $1,130.32 for the pole placement and redirect of the power lines. This was paid in full on 8/10/22.On 9/1/22, I received an email from ***************************** of **** Engineering, a contractor for Duke Energy, for him to come to my residence to do a site survey and place a marker in the general area for the pole to be placed. I met with **** at my residence and discussed the reason for having the lines redirected and the importance of my being at home when the work was to be done. This seemed to have been understood by **** and I was given an appointment for the pole installation of 9/14 at 9am, to which I made necessary arraignments to be able to work at home on that day.Wednesday, 9/14 a little after 10am I contacted **** and asked for an update as no one from Duke had arrived, I was told the ********* had a training class that morning and potentially they would arrive around 2pm. Shortly after 3pm I again contacted **** for an update, which he then told me they would not be coming this day but would be here tomorrow morning. I told him that would not work as I would not be able to be home to ensure the pole placement was where I needed it to be. **** said he would pass that along but he didn't have any control over when **** would arrive. In a short timeframe, he called back to say they would arrive in the morning on Thursday. I again stated that this was not acceptable and I would move my other vehicles to block the driveway to ensure the work could not be done. Again, **** said he would pass this information along. See attached file for further details.

  Business Response

  Date: 12/14/2022

  The work to move overhead pole and equipment, was completed on September 16 we do apologize for any inconvenience this may have caused the customer because the crew was unable to complete the job on September 1. Unfortunately, we are unable to remove the Alert we have on the account, due to verbal threats from AP. Hostile customer will remain. 

  Customer Answer

  Date: 02/03/2023

   
  I am rejecting this response because:

   I have not been contacted by voice, email or **** from Duke Energy.  My position is the same, I did NOT threaten any **** employee or contractor and Im requesting the false warning notification they have put on my account be removed.

   

  Thank you very much,

  *****

  
  
  

  Business Response

  Date: 02/08/2023

  For the awareness and safety of our employees that *** physically encounter the customer in the future, we will not be removing the alert. The customer was previously advised that the alert on the account is for internal company awareness only. It is not shared with other parties and does not impact the level of service the company provides the customer.

• Initial Complaint

  Date:12/12/2022

  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.

  Since May 2022, **** has corrupted our account by applying payments to the wrong account numbers. We operate a rental property management firm where it is necessary to have electricity turned on in the owner's name (*************************) when those rental properties become vacant. It has now become difficult to have power turned on rental properties because **** has tagged our ******************************************** rental property as "delinquent". We've been receiving "FINAL NOTICE" letters since June. I've spoken with **** at least five times, referencing different account numbers and, finally, sending the cleared check for $65.55 written May 27, 2022 for one of the accounts they involved in this accounting error. Case #********** was created by Duke supervisor ****** on 10/05/22 but nothing has been resolved. Today (12/12/22), Duke supervisor ********* instructed me to fax the cleared check#**** written 05/27/22 to ****'s *************************** at *************, which was successfully sent this date.REQUEST FOR RESOLUTION: That Duke simply dismiss this $65.55, bringing our account up-to-date / paid in full. An apology for the mismanaged accounts would be nice but not necessary. I have spent HOURS trying to resolve this problem since May, without success. So much time has passed, I can't tell you what **** has done, nor is it my job to know, in detail, how they have conducted business. From my end and as the bookkeeper for ***************************************************, I do have one single Duke account showing an account balance due. For all we know, **** applied our payment to an account that doesn't even belong to REALTY WORLD!

  Business Response

  Date: 12/20/2022

  We sincerely apologize for the frustration and inconvenience that the customer experienced. The payment of $65.55 was located and transferred to the appropriate account on 12/20/22.  Thank you for allowing DEP the opportunity to resolve this matter.

  Customer Answer

  Date: 03/15/2023

   
  I am rejecting this response because:

  This date, our property management firm received another collection notice from ****** & Associates, contracted by Duke Energy Progress to collect $22.87 on account #************. No address has been provided nor is there any accounting associated with the collections account revealing how the amount was determined or even what the service period was. Prior letters have been received from ****** & Associates regarding different account numbers - different account numbers for different properties we have electricity turn on to once the rental property becomes vacant. However, this reference#******* is different from a prior reference number as is the account #. I have gone through EVERY SINGLE INVOICE received from Duke - not one has this account #. We, REALTY WORLD and the owner of the Duke account, *************************, are being harassed endlessly by ****. They have cost us hours and hours of research time due to poor account practices, applying our payments to the incorrect account numbers. A prior complaint (case number is ********) was lodged back in December 2022. We are seeking relief. We feel **** is committing fraud, using the **** to issue charges that don't exist and refusing to show any service periods or accounting to verify their charge. And now, **** is using ****** & Associates in a threatening manner to pursue payments for false charges.  
  

  
  

  Business Response

  Date: 03/29/2023

  On 12/06/22 the customer contacted ********************** and requested to establish service for the meter and area light effective 12/07/22. ******* remained active in her name until 12/15/22 when another party requested to begin service. The $22.87 balance is for nine days of service from 12/07/22 through 12/15/2022. A copy of the final billing statement has been provided.