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

  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

• 

  Duke Energy

  1636 Pearman Dairy Rd Anderson, SC 29625-2008

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:10/20/2022

  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.

  My name is *************************** and I use Duke Energy. I live in ******, **, and was recently issued a bill for approximately $650 for 40 days of service. I just moved into this apartment August 1st of 2022. My address is a two bedroom, two bathroom apartment. I am away from home for a majority of the day for work, and everything is turned off. I have contacted Duke Power who stated that a $650 bill for a two bedroom, two bathroom apartment was normal. They stated they checked my meter and it appeared to be working fine. They stated to contact my apartment complex regarding the bill. I did, and the apartment complex management stated that the bill should not be that high and that the average for the size of my apartment is around $100. My apartment maintenance even came and checked my A/C unit to see if it was in working order, which it is.My apartment complex stated to go back through Duke Energy, which I did. Duke Energy again stated that nothing seems to be a problem and everything is working fine. Something is obviously not right, as this is NOT a normal bill. I had used Duke Energy for my old apartment and the bill was less than $100 every month.Currently, I am stuck in the middle of a battle between Duke Energy and my apartment complex. I need someone to assist me to resolve this issue, as I cannot afford a $650 bill every month.I received another bill for the month of September now stating the bill is over $300. Why was there a decrease when nothing has changed? I need something to change, as this is still not normal. I am looking for a resolution for going forward as this bill isn't normal. I need every bill going forward to be fixed and to not pay this overpriced bill.

  Business Response

  Date: 10/21/2022

  Thank you for contacting **** with regard to the account.The account has been reviewed and the account was billed for actual usage.Unfortunately, we are not able to pinpoint what attributed to the high usage within the home. A record of the daily usage information was provided to ************** ******************** (NCUC). Please feel free to contact NCUC if you would like to receive a copy of that information. After reviewing the daily usage, it appears the usage decreased starting September 30th. If there were issues within the home,perhaps it was corrected at that time. Please feel free to visit:https://www.duke-energy.com/home/products. There are excellent programs under the Energy Use & Analysis section.

• Initial Complaint

  Date:10/19/2022

  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 paid my Duke energy bill on time via check. I received a phone call that my power was going to be cut. I check my bank online and the Duke had already deposited the check. I have emailed them copies of my bank statement and they still have not remedied this issue over one week ago. I called and spoke to 3 different people today and it still has not been fixed. I look forward to your help. Please .

  Business Response

  Date: 10/24/2022

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

• Initial Complaint

  Date:10/19/2022

  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.

  On October 14, 2022, a technician showed up at my residence and installed a power manager device on my A/C condenser units and tied it into my electrical box. I never authorized this. My kids were home alone and got scared because a man went into my fenced-in backyard and installed these devices. They never knocked on the door to inform anyone about conducting this or confirming this activity. I'm concerned for several reasons. First of which someone entering my property without permission. Second, my dogs could have been outside and this could have led to a technician being bit and a lawsuit could have resulted. Third, my kids were scared because a stranger was in our backyard messing with stuff. I called Duke Energy when I got home to ask what they were doing and why this was installed without my authorization. They replied that they had verbal permission over the phone for it. I asked what day did they acquire this verbal approval and they could not say. The person on the phone stated that the work order was for the 14th. I kept asking what day was it verbally authorized and they refused to answer my question. I never authorized this and I feel that Duke Energy is randomly installing these boxes on customer's A/C units to take control of ********************** usage against our will. I don't like that they can just do this and not have any proof of authorization for work/services. I'm also concerned that a technician may be harmed because they are essentially trespassing onto people's property. I would not have been so reserved if I was at home when they showed up unannounced. I have been reading about several other customers having the same thing happening to them recently. Duke Energy needs to stop this practice! I want the proof where this was authorized. If there is a verbal approval then I want the audio recording of that. This is for *********************************************************************.

  Business Response

  Date: 10/25/2022

  The customer has been contacted and the issue resolved. Please let us know if you have questions or concerns. 

• Initial Complaint

  Date:10/18/2022

  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.

  Bill for 08/19/2022 - Paid $115.21 bill Duke energy continues to bill for services paid for. I have provided **** with bank statements in which provide sufficient evidence of payment. Additionally, I had spoken with the bank and have been instructed the funds have been removed and placed in **** financial accounts. I have contacted Duke Energy on 5 different occasions over the last two months. They have given me different answers each time, the most recent was that they could not do anything about it and that I was responsible for paying this bill again. Account number: *************

  Business Response

  Date: 10/26/2022

  Email sent to customer stating the payment that was returned was from a bank checking account that was set up on automatic draft and not the Chime Speedpay payment that was submitted for proof of payment. Advised customer to email me proof of payment of bank checking account payment was cleared.

• Initial Complaint

  Date:10/17/2022

  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.

  Refund of $512.75 was supposedly credited to my account but no one has been able to show me where and when it was credited.They continue to ignore my emails or tell me to call customer service. I have been put on hold and then hung up on multiple times. Still have no resolution. Started inquiring in May and last message from Duke Energy was September 22nd. I have replied to emails with no response since then and still haven't found the supposed credit after looking back through all bills and transactions as well as usage data.

  Business Response

  Date: 10/24/2022

  A review of the account shows that refund check number *******, in the amount of $512.75 was issued on 03/01/2021. The check was not cashed;therefore, it was reversed on 08/30/2021 and credited towards the account.  On 10/24/2022 documentation of the billing history was sent to the email address that Duke Energy Progress has associated with the account.Thank you for allowing Duke Energy Progress the opportunity to research this matter. 

• Initial Complaint

  Date:10/17/2022

  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.

  On 10/13 in the am a Duke Technician was on my property I had no idea why he was there but I noticed he was at the side of my house. He proceeded to connect power lines from my electrical box to my neighbors house. When he started to set this up my power went out for about 10 minutes. The power came back on and he left. I did not get notice from him or anyone from ************ me know what was going on. Later that night in the middle of the night two Duke technicians came close to 2:00am in the morning and started digging in my front lawn. I am very upset and called **** to complain and I still have not heard back. I want to know why my house was providing electricity to my neighbors house and why I was not made aware of this. My front yard looks terrible because they did this in dark and no one again to tell me when I can expect my yard to be fixed and how I will be compensated for sharing electricity to my neighbors house.

  Business Response

  Date: 10/24/2022

  We contacted the customer and addressed their concerns.  We explained our process and apologized for any inconvenience, and the customer is now satisfied.  Please let me know if you have additional questions.

• Initial Complaint

  Date:10/13/2022

  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.

  Here is the detailed email I just sent to Duke Energy:A series of events that is leading me to contact representation: 1. In July, a tech came out to replace our meter. 2. Two weeks later, another tech came to look at the meter, indicating the first had done something wrong. This technician allowed himself into our backyard without permission. 3. A week later, a technician came out again, letting himself into our backyard without permission (AGAIN), and accused us of not paying for energy. This prompted me to call Duke Energy because up to this point, I received 0 advanced communication - techs just randomly showed up at my house and allowed themselves onto my property. Side note - my home meter isn't in my backyard. 4. I called Duke, and they noted that the first tech erased a years worth of my data and said there was an open ticket. I told them that it appears my current meter is also not collecting data. They advised that I would receive a call. I didn't. 5. Three weeks later, I called again, asking why I wasn't being billed. I was advised that **** is looking into my open ticket, but the way the ticket was opened, I wouldnt be receiving updates. WHAT?! There is a negative balance on my account of approx. $1300.00. 6. I call a couple more times over the next month to ask if there is a resolution or what, if anything, is happening. No one can tell me anything. A negative balance is still on my account. No current charges or usage data. 7. I call on 9/26 to request a refund on the negative balance on my account because after three months, you still don't have my data from the last year, still aren't gathering my current usage data, and aren't communicating with me. I have 0 trust in this process or that things won't go wonky at this point. I called asking for a refund to hold my funds in my bank account until y'all figure out what the h*** is happening and call me FOR THE FIRST TIME to discuss it. I was told the refund was processed and that it would be

  Business Response

  Date: 10/24/2022

  We have contacted the customer and addressed her concerns and we are currently still handling this matter. We are still in communication with the customer, and she has my contact number.  We hope to resolve this matter for the customer as quickly as we can.  

• Initial Complaint

  Date:10/13/2022

  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 bought a home in May and got my power services from Duke Energy. Ever since I've owned the place, they have continued to send the power bill to the previous owner. They send me a bill that's supposed to go to my father to me. I've called them several times and gave them the meter numbers of my dad's and mine. They keep saying they will fix the issue and they never do.

  Business Response

  Date: 10/24/2022

  We have contacted the customer and addressed his concerns and we are currently still handling this matter.  We have made the necessary corrections for 2 of the 3 issues.  We are still in communication with the customer, and he has my contact number.  We hope to resolve the last matter regarding the customer's father's account as soon as we can.  Please let me know if there are any questions.

• Initial Complaint

  Date:10/11/2022

  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.

  We were notified Friday afternoon of a planned 12-hour power outage for maintenance the following Tuesday. I spoke with two different customer service representatives who confirmed that we were scheduled to have an outage up to 12 hours. I asked to file a complaint given the lack of notice (less than 1.5 business days) for a planned and extremely long power outage. They asked if I would like a call from a supervisor, I said yes, and no one called. We prepared for said outage (canceled work meetings, packed the refrigerator with ice, set up a cooler for food for the day), and nothing happened all day. When I called in the evening to check if we were still at risk of an outage or if we would not be having one, two different people with customer service knew nothing about it and said there was no scheduled outage. We received another text the next Friday afternoon saying that the original scheduled outage was rescheduled due to weather for this Tuesday. We were given no notice that last Tuesday's work was rescheduled during the day last Tuesday. We were again only notified less than two business days in advance of a scheduled 12-hour power outage. This is INCREDIBLY unacceptable. We both work from home on Tuesdays and do not have a generator. I understand if there needs to be periodic scheduled outages for maintenance. I can even understand that a planned outage might be up to 12 hours, although it would be of course much preferable to have shorter outages to prevent food spoilage. However, the complete failure to communicate such a significant issue (unable to work, food in fridge goes bad) in a timely fashion is unacceptable. Of they did not have a monopoly in the area, we would of course have immediately changed service providers.

  Business Response

  Date: 10/24/2022

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

• Initial Complaint

  Date:10/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 roommate and I moved into our **** sq-ft apartment in August, 2021, and immediately began receiving abnormally high bills from Duke Energy, from anywhere between $200 to $300 or more every month. At first I didnt know what to do and thought it was simply a fluke, but this remained each following month for the next year up to now. At no point did anyone from Duke Energy contact us to let us know something was wrong- we didnt know what to think, and simply paid our bills as they were, eating into my savings in the process. Around August/September of 2022 I began reaching out to Duke Energy through various means (email, social media, phone, etc) to finally try and figure out what the problem was (assuming the previous year we had maybe been on some sort of "estimation" plan where our billing was pre-determined based on previous billing), but each time I reached out I was met with the same canned responses of its typical weather fluctuations or them simply ignoring our pleas for assistance outright. We did learn through Duke Energy that this problem existed in our apartment unit prior to us moving in, and so we began workin with our leasing office to figure out where the issue was. After additional repeated attempts to get Duke Energy to send someone out to investigate, they finally did and their own technician discovered that their own meter that had been installed for our unit was drawing over 3x the amount of power than was normal. While Duke Energy *has* solved the problem at this point, they have so far ignored our request for any kind of credit towards our account (other than to confirm their work on our meter), in light of us having overpaid significantly over the months in which we attempted to contact them, let alone the previous year we were affected. Energy readings from the Duke Energy site have been attached, showing our existing "average" daily energy use, vs our current usage (after the issue was resolved).