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

  425 Fairforest Way Greenville, SC 29607-4437

• 

  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:08/02/2022

  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.

  Good morning my name is ***************************** I live at ****************************************************************************************** last month our power was cut off over six times in the neighborhood because of the power line cannot hold a load of power that is generated in our area and it is a continuously problem with it the power in the neighborhood going off me and my neighbors have spent several thousand dollars replacing appliances in our homes because of the surge that it puts back in our homes when I get the power cut back on we also have elderly people in the neighborhood that has install generators in their home because other medical condition Duke energy will not support or electricity they are doing an upgrade as I speak but it still wont fix the problem is what we have been told by their engineers Duke energy need to get involved and we are still paying outrageous power bills and also replacing things in our home that has been destroy something needs to be done quick It is very hard and you cannot get in touch with no one Duke energy other than their customer service and they do not have a clue whats going on Please help us figure out what is going on

  Business Response

  Date: 08/03/2022

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

• Initial Complaint

  Date:07/28/2022

  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.

  We have been experiencing frequent power outages in my area. Outage 7/24 at 5pm restored at 2am.Outage 7/27 at 10:45am estimated time for power to be restored has been changed 3 times 3pm, 6pm and now 7pm.I called and spoke with Alexus in customer service and explained to her that this is the 2nd time in a week that we have lost power in our area. Alexus stated the outage was due to trees on the power line. I explained that I have medication that has to be refrigerated and food that is going to go bad. She could not offer any help with this. This is a big inconvenience not to mention costly to have to replace medication and food because Duke Energy cannot do their job.

  Business Response

  Date: 08/03/2022

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

• Initial Complaint

  Date:07/28/2022

  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.

  **** date July 12,2021 Page 3 Debit balance from account ************ (This is not our account)Duke power posted my payment to the wrong account. My account # is ************** I paid $106.36 to an account that was not mine. We only have one house at ********************************************************* amount I paid was to an address in ********, **- *********************** I have called them and emailed them and nothing.

  Business Response

  Date: 08/01/2022

  We show the payment for the amount of $106.36 posted to the customer's account # ************ at ******************************************************************, on 7/13/2021.  Furthermore, we have attempted to contact the customer 3 different occasions at ************ with no response.  We are closing the complaint due to no response.  

• Initial Complaint

  Date:07/27/2022

  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.

  This is a complaint about Duke Energy Progress.I called them to come over to check on their Electrical Box, that they have by my house. As per Spectrum; they came over and did not find any Issues. I called them to request a report in writing, so I can send it to Spectrum. They told me that they dont give out reports in writing; even when I explained them it is required by Spectrum, so they can paid us for some items that got damagede by one of their Technician. After trying a couple of times; with different Duke customer service, they continue denying that request. It is no fair that because of ther denial of the report; I wont be able to recover anything from Spectrum for the damage of the items. Please, I would like BBB, to help me get the letter from Duke,

  Business Response

  Date: 07/27/2022

  Good morning,

  Unfortunately, we are not able to provide a report for the customers meter base. The meter base is customer owned.

• Initial Complaint

  Date:07/26/2022

  Type:Billing 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.

  Ref: Complaint for ***************************, Duke Power account **** **** ****, address ************************************************** home caught fire, total loss on 2/2/22, power meter was removed by fire department same day,******* lost everything, including her husband of 62 years, causing deprecation. billing was autopay and was promptly cancelled via phone next day. AFTER many phone conversations, with promises this, and as of today, nothing has been corrected. Infact this month, her account was billed 3 charges! $82.44, $149.00 and $149.00. While again trying to get this corrected, while on hold, I was cut off. Please help ! *********************** ************ for *************************** Thank you

  Business Response

  Date: 08/03/2022

  We have contacted the customer and addressed his concerns and the customer is now satisfied. Customer has my contact should he need to reach me again.  Please let me know if you have additional questions.

• Initial Complaint

  Date:07/25/2022

  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.

  Have been enrolled in the Budget Billing Program for years. Sept 22, 2021 **** stated my new payment under program would be $106.00. Page 3 of this **** states my Annual Budget Billing plan keeps my monthly **** steady even if usage goes up or down. Not true. Payment plan in Aug-Sept.2021 $126. Oct 2021 thru Mar 2022-$106. Apr-June $81 and July $72. As of the July 2022 billl I owe $180 for difference between usage and what I have paid. So my plan has changed 4 times. Please note that my monthly payment went down significantly in April. Based on usage last year my greatest use of power are in the months from April-Sept. yet you changed my plan to $81 dollars on April ****. If I only make the $72 payment for July and Aug 2022 in Sept 2022 I will owe $317 or more when annual **** renews. And I would estimate that the $317 owed will be higher as I am using more electricity with the higher than average temperatures.When I called to question why my payment amount was going down instead of up rep assured me that plan would be looked at to see if payment amount needed to be adjusted. I then asked that if the **** states that this is an annual plan why is it changing all the time. Explanation I got was to assure that I wouldn't owe a large amount when the year ended. As you can see from the above explanation I will end up owing over $300 which is unacceptable. I have never owed this much at the end of my plan in the past. I need plan to remain a constant amount as it has in the past to fix the large amount I will owe. You are not evaluating my plan as rep told me you would as you would know that electric usage goes ** in summer not down as my payment did. In fact it has now lowered to $72 a month.It is to late to adjust my payment as year will be ** in Sept. 2022. I paid $150 on my last payment to try to alleviate some of the large balance that will be owed because of this but cannot do this every month and should not have to!!

  Business Response

  Date: 07/29/2022

  We contacted the customer and apologized for any inconvenience.  We addressed her concerns and explained our normal process, however we identified a technical issue with the program that we are working to resolve as quickly as possible and will be back in touch. The customer is now satisfied and has our direct contact number.  Please let me know if you have questions.

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 17623084
  
  I am rejecting this response because:

  I spoke with Lebreca (?)  on 7/29/2022 and we discussed the complaint and how the Budget Billing Plan was not working for me.  She informed me that there were no other complaints about the plan but she would have the technical department look into it and she would mark on her calendar to call me a few days after my next billing cycle which would be after 8/19/2022.  Never received a call.  Called her and left a message and never received a call back.  Finally got in touch with her and she still had not heard anything concerning this matter.  Suggested I reach out to her again after I received my Sept. bill.  I now owe $380.00 because of their budget billing plan and still no resolution other than she would be able to spread out the $380.88 out over time.  They have not resolved the issue even though they have had over 2 months to do so.

   

  Sincerely,
  
  *****************************

  Business Response

  Date: 10/12/2022

  In response to the customers rejection, I have attempted to contact the customer and acknowledge that we received their concern on 3 different occasions at *************) with no success.  I requested a return call and left my contact information with no response.  Additionally,I sent an email to the customer at ******************** acknowledging receipt of the rejection and provided my direct contact number with no response.  I will be glad to discuss the customers concerns and provide an update regarding her account once she returns my call.  Lastly, the *** is offered as a tool to help customers planning and budgeting easier for their energy cost, however customers may un-enroll from the *** at any time and return to regular billing.  Please note that any *** balance will be due at the time of cancellation and any credit will be credited on the customers next months bill.  We are closing the complaint due to no response. Please let me know if you have additional questions.

• Initial Complaint

  Date:07/25/2022

  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.

  Date of transaction 7/25/2022 Service Outage reported 2:51 AM reported our outage I need to know what caused the outage in our entire neighborhood. No one in the customer service number could confirm what caused the outage and there were over 100 homes impacted. **************** said that the technician did not put the reason or how it was resolved in the notes. I asked if they could contact the technician and let me now. **************** said yes and said ********************** could assist. I talked to Rose in Service and Installation and she said they have no notes stating what caused the outage. I asked if someone could contact the technician and advise me via phone or email. She said they do not check with technicians or escalate this to management. So, I am requesting an explanation as to what caused the outage and how they fixed it. We have a house across the street from us that is for sale and the technicians were beside that house doing the "fix". I am very concerned as we have NEVER been without power for more than a few minutes in the last 16+ years we have lived here. I have a right to know what is causing outages especially if it is negligence on the power company or the home owner. Thanks.

  Business Response

  Date: 07/27/2022

  While most outages are caused by severe weather, vehicle accidents or other events beyond our control, we recognize that any power interruption is an inconvenience for our customers, regardless of the cause. A review of the outage history shows that an outage was reported on 07/25/22 at 2:49 a.m. There were 100 customers affected. The outage was due to underground primary cable failure (we are unsure what caused the damage to our underground cable). The responding technician isolated the bad span of underground primary and used the back-feed cable to restore power to the 100 customers. Power was restored on 07/25/22 at 4:08 a.m. The failed cable will be replaced in the near future.  We sincerely apologize for the inconvenience and confusion. Thank you for giving Duke Energy Progress the opportunity to research this matter. 

• Initial Complaint

  Date:07/25/2022

  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.

  Have paid for my **** and have had help with this **** through hope and other charities. Now I am getting cutoff notices saying it's not paid I have other organizations to back this up as well for my proof. Does duke energy intend to rip off me and the charities for a **** already paid and kept at a 0 balance??

  Business Response

  Date: 07/28/2022

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

• Initial Complaint

  Date:07/25/2022

  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.

  There's many different dares. I've been dealing with this issue for over 6 months. I recieved federal funds from covid to help catch up my electric **** ans since they have charged me unexplainable amounts of money due to fees. I have a list of all the associates and supervisors I've talked to. None of them will provide me with any explanation or help.

  Business Response

  Date: 08/10/2022

  The account was previously on the Equal Payment Plan (EPP) and the monthly payments were $61.00 a month. EPP was discontinued when Duke transitioned to a new billing system. The account reverted to the Budget Billing Plan (BB).  The 11/19/21 customer invoice reflected a total due $303.62 due on or before 12/14/21. This included the previous balance of $244.00 and the current BB charges $59.62. $303.62 posted to the account on 12/22/21.  The customer invoice dated 12/21/21, included the Budget Billing Plan Year End Balance, Current charges,and an Installment, totaling $526.38.

  
   After the $400.00 pledge posted on 3/8/22 to the $620.38 account balance. The remaining account balance $304.31 was due on or before 4/18/22. On 3/22/22, $100.00 posted to the account.A 12-month Installment Payment Plan was created on the account balance of $204.31.There were no payments that posted to the account April or May.  The next payment of $445.00 posted 6/14/22. The remaining account balance $176.86 was due on or before 7/18/22. The next customer invoice dated 7/22/22 included previous charges $176.86 minus $76.86 plus current charges $183.16 = $283.16 due on or before 8/16/22.  $283.16 posted to the account 7/26/22,leaving a zero balance on the account. 

  
  

  Customer Answer

  Date: 03/16/2023

   
  I am rejecting this response because:
  I have issues with my bill for over 6 months. I was granted assistance from the county to catch up my bill around December 2022 and January 2023. I had called and chatted so many times trying to get the *** discount added and that never happened. I finally gave up until they came out with the acp discount. Yet even though I qualify and have sent in all the documents you have yet to show any change on my bill. I spoke to an associate yesterday that acted as if my hardship was comical. That was very disrespectful. He laughed and continued to talk to me as if I was mentally slow. I finally hung up. I do have the conversation if you need it but yall should have it too. Here's all the proof of my problem that your associate basically called me a liar. Here's your proof!! My bills are always late even with autopay. The payments you've received doesn't add up.
  

  Business Response

  Date: 03/23/2023

  Tell us why here...The balance on the account is $132.27 which is due on or before 4/17/23. Duke Energy doesnt offer a discount on electricity service.  The discount programs (EBB and ACP) referenced might possibly be related to internet or telephone services. 

• Initial Complaint

  Date:07/22/2022

  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.

  Urban Builders started building homes on ****** Avenue around 2014 - current. The Closing Attorney *************************, and Realtor explained to us that the properties on ****** Avenue extended to the Easement of Duke Energy. However, since Duke Energy has an Easement on the private property, Duke Energy would have the responsibility to keep the grass mowed. Duke Energy has been very diligent in mowing the grass there every summer, at least 4 times per year. This year, 2022, Duke Energy has not been out to cut the grass. The weeds and grass are over 6th feet tall, and there are rodents there, which are coming on to our properties. We have called at least three times. The matter was escalated to the Mayor's ******* Subsequent to that call, two Duke Representatives come out to look at the property. Both said; we have a new subcontractor, and we looked at the map....this is private property, and Duke do not have to cut the grass. They have cut the grass for four years, why stop now. They know it was private property back in 2014; nothing has changed. Further, Duke states its the owner's property, the owner must cut the grass. Further, Duke said that the owner could not build anything on the property. If the property belongs to us...why can't we utilize it? Duke Energy has breached it promise to keep the grass cut. Some of the grass close to *********** has been cut. Why cut half, and not all the grass in the Easement. Duke is using our property for their gain. They should continue to cut the grass as they have in the past five to six years. Duke Energy did not provide any notification to the Home Owners of any changes to our mortage agreements.

  Business Response

  Date: 07/27/2022

  ************** has already contacted the ***************** about this issue. ************** has been advised the property in question is not owned by Duke Energy. Duke Energy is not responsible for the maintenance of the property that is in question. A Duke Energy employee visited the site and spoke with ************** to explain. ************** advised the Duke Energy employee he would be contacting his attorney. Since he is contacting his attorney, Duke Energy's legal department will now handle this issue.