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.

close

Find a Location

Duke Energy Carolinas has 17 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:10/10/2022

  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.

  There is a rotten pole (installed in ****) that is only standing because wires are holding it up. A complaint has been filed with Duke Energy with no action taken as of today. We live in a very rural area and have been lucky that our County has been granted high speed internet to even the most rural areas but due to this faulty pole they have denied service to 5 homes. Not only for that reason, the pole is going to fall during a storm and leave us without power unnecessarily. Duke Energy seems to not think this isn't a big issue.

  Business Response

  Date: 10/12/2022

  This customer registered her complaint on 10/07 with ** Utilities Commision Public Staff so we are closing it with your organization.  Thanks.

• Initial Complaint

  Date:10/09/2022

  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.

  Trying to get residential Outdoor Light Reconnected due to it being very dangerous to be in the pitch blackness and was not told of any delays to process and finalize Order

  Business Response

  Date: 10/11/2022

  Our records show that the area light has been activated. A Consumer Affairs Specialist contacted the customer on 10/11/22. The customer confirmed that the light is working properly. Thank you for giving Duke Energy Progress the opportunity to research this matter.

• Initial Complaint

  Date:10/04/2022

  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 was a Duke Energy customer for nearly 6 years, never even a late payment. In June of 2022 I stopped service on my residential account because my family and I were relocating from NC to PA. Upon stopping the service I learned that my monthly budget plan was underestimated by about $500. I called Duke Energy, got an explanation, and I thought was enrolled in a three month payment plan to pay the balance off between August - October, 2022 with the final balance due on October 4, 2022. On August 22, 2022 Duke Energy sent my account to collections for non payment, even though on July 30, 2022, I made the first of the three above mentioned payments I subsequently received notification from a collections agency via US Mail. When I called Duke Energy to inquire about this, they only said yes they did see my payment plan was canceled and there was nothing they could to help me. I feel fortunate I have the funds to pay the owed amount and know that in fact I was not delinquent in my payments. I also have the time resource to seek out information and hold Duke Energy accountable for their actions. However, the service many vulnerable populations and I am afraid take advantage of their lack of resources for profit. I would like Duke Energy to formally resolve my issue, take my account of out collections, and issue me an apology.

  Business Response

  Date: 10/11/2022

  The account was recalled from collection agency on 10/5.  Waiting for instructions on how to bill the remaining account balance $439.42.

• Initial Complaint

  Date:10/04/2022

  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.

  During the power outage Sep 30, 2022. I replied to Duke Energy text regarding power outages. I put in my phone number and noticed three accounts are linked to my phone number. My disabled brother's account and my account SHOULD have my phone number linked to our accounts. He is disabled and I set up/manage/pay his account. But there is a 3rd account linked to my phone number. This customer is deliberately/dishonestly using my number on their account. I have access to their account and unfortunately, they have access to my account and my brother's as well. I called Duke Energy October 3, 2022. The first associate told me I can't remove my number bc it's not my account. The account holder would have to remove it. I can only leave a notice/complaint that my number is on this other account. I called back a second time and asked to speak with a supervisor. I briefly explained the situation to the associate ***** as was told the supervisor would tell me the same as him and the 1st associate. He had me wait and wait only to say a few times he's still trying to reach a supervisor. I waited a half an hour or more then I hung up. I want my number taken off their account. It's obviously my number. I can't see why it can't be removed so the accounts won't be linked. It may be company policy but who would blindly follow this when it obviously needs to be corrected. I do want to wait till my information is stolen or misused. Especially not my disabled brother's information.

  Business Response

  Date: 10/17/2022

  We are still working with our IT partners to correct this customers issue. We should have the problem resolved in the next couple of days. 

• Initial Complaint

  Date:10/03/2022

  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.

  On Sunday December 19th, 2021 we had a wind storm and a tree from my neighbors yard fell and hit the powerline. Our power was out for about 9 hours and we waited for the Duke Energy and Asplundh trucks to arrive. When they arrived they couldn't drive through my neighbor's yard so they asked me could they drive through my yard. I gave them permission to do so, as long as they didn't mess up my driveway. I had a new driveway added and they cracked it and tore up my yard with their heavy trucks. I filed a complaint with Duke Power and Asplundh Tree about the incident and they came back to fix the yard and power wash my driveway. After they power washed my new driveway we noticed that it was cracked. They told me that someone will follow up about the driveway but I have yet to have heard anything from either source. I want my driveway fixed!

  Business Response

  Date: 10/12/2022

  Advised customer on 10/10 that she needs to file a claim and gave her instructions on how to do so.

• Initial Complaint

  Date:10/03/2022

  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.

  Our neighborhood lost power yesterday at noon. They have left us with no power nearly 24 hours, there hasn't been rain for *************************************************************************************** service vehicle anywhere to be seen.

  Business Response

  Date: 10/03/2022

  I was not able to locate an account for this customer at any address in ***********.  We will need the name of the customer of record to proceed with an investigation as to why their service is still off at the time their email was sent to your office and can only respond to the customer of records unless that person gives us permission to speak with this sender.  As of right now (10/03 @ 1:03 p.m. I do not show any outages in ***********, **.  As you know *** was a major storm and services are restored as quickly as safely as possible.  Please let me know the customer's name and if I need to investigate further.  Thanks.

• Initial Complaint

  Date:09/30/2022

  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.

  9/22/2022 i was following behind a Duke Energy boom truck in *************, **. The driver was traveling over 70mph in a 55mph zone with his boom unsecured and material unsecured. The driver hit a bump in the road and caused some metallic object fall off the back of the truck and strike my windshield, cracking it. I called Duke Energy and was transferred to their third-party claim agent, ******** ****************** They denied my claim and told me unless I "go find" the object that stuck my windshield they will not follow-up nor approve my claim. Are you kidding me!

  Business Response

  Date: 10/03/2022

  **** has communicated the following to the customer.  You will need to provide the item that fell off, a vehicle number or a license plate number, and the exact location and time this happened for Duke to consider assisting with a repair. The customer can contact the claims ********************** with the information.  They will be happy to review the case again.  As it stands at this time, there is  no negligence on the part of Duke that could have caused or contributed to your loss.

• Initial Complaint

  Date:09/26/2022

  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 applied for assistance with my bill through SCStayplus in 1-2022. It was approved in 5-2022 and 2 payments were made on my behalf to my Duke account. They have still not been credited to my account and now I have a disconnect notification. I have tried reaching out numerous times to Duke, even opening a missing payment claim #********** in June. I have both check numbers and dates they were cashed. *********** in the amount of $980.84 that was cashed on 6-1 and ************ in the amount of $351.60 that was cashed on ****. I found that out by calling the governor's office and talking with the housing ombudsman. They continue to tell me I have to send in a copy of those checks which I don't have access to and I have even given them the number to the SCStayplus office but nobody will reach out to get those. I have contacted both offices numerous times trying to get this resolved and nobody wants to help. I have just got the run around from both and been the middle man who is going to be without power soon if nothing is done and it's beyond ridiculous. I need some help here because both companies have terrible customer service and do not care what is happening to me.

  Business Response

  Date: 09/28/2022

  We 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:09/20/2022

  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.

  Duke Energy has put me on a 6 month installment plans a few times, but it is IMPOSSIBLE to pay off such a high bill in this economy, I've asked them multiple times for a 24 month installment plan to ease the costs due to the pandemic and my mother being on oxygen and they on insisting they can only do 6 month installment plans which has left me with no choice but to consider contacting a lawyer. I am aware that I have a lot due on my light bill, but what I asked of **** is to offer me a longer installment plan that is realistic to having it actually be paid off, then just forcing consumers to have a 6 month plan and give expensive light bills. What I want is a 24 month plan, 2 years. A huge company like **** should understand that their consumers are not wealthy like them and need time to pay things off.

  Business Response

  Date: 09/26/2022

  I have reviewed the account and we have only received 2 payments in 2022. I have notated the account that once another payment is made, we can set up a 12 month Installment Payment Plan as a courtesy. Thank you.

• Initial Complaint

  Date:09/16/2022

  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.

  Utility Company - Duke Energy Carolinas:I was a resident at an apartment complex in ********** ** from July 2021 to Aug 2022, during which Duke energy was invoicing me for the wrong electrical meter and thus undercharging me. Upon their discovery of their error, they removed my ability to view previous invoices online and sent me a "corrected" final invoice adjusted to cover their loss over the past year.I attempted to resolve this issue over the phone with them and was treated in a hostile manner and was refused the opportunity to escalate the issue to a manager/supervisor.Attached are the conflicting invoices in question as well as a screenshot demonstrating the loss of ability to view previous statements on their web page.

  Business Response

  Date: 09/21/2022

  I have removed the additional charges stemming from the crossed meter situation. The final balance on the account for usage from July 21st to August 22nd is $98.73 with a due date of September 26th. Thank you.