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

  500 Utility Dr Clemmons, NC 27012-8337

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  Duke Energy

  664 Issaqueena Trl Central, SC 29630-4434

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  Duke Energy

  201 N Main St Travelers Rst, SC 29690-1526

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: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.

  So tired of this company. This February, my roommate found a place and moved out on his own, therefore we called and switched the service into my name. Well I had a $360 deposit which sucked but it made it better that I could split it between 2 months. However that was not the case. Previously, I was receiving paper bills but apparently my account was paperless. Come ***** I realized I had not received a **** (My fault, forgot about checking email) so I start scrolling through my email and for March they had that I owed $693.22 for my first month with $373.07 for March, but I just assumed that the balance was the full security deposit plus, February, March, and ***** bills. I paid $581.47 in May to set up a payment plan to get caught up on the security deposit and what I thought was February, and March and the payment plan would be for ***** and May. My first payment was scheduled for **** but this time I literally did not receive a **** not even in email. Therefore I called up there to get balance and pay, and they tell me that the balance is somehow $900 and some odd dollars and I have a disconnect notice. I ask about the balance and am told that ONLY for usage in February it was $434.14 which is ridiculous considering I have lived her for a full year at this point and have never seen a **** that high. Especially considering I was not home for almost a full week bc my birthday is on the 27th. They then try to tell me that February is the coldest month of the year and it is usually higher. I tell them that my **** from last year was only $183.03. He asked for the account number which I did not know at the time bc I only have the receipts that only show the last 4 digits. His response was all but too bad and he gave me a number saying they would test it and give a rebate if they detect an issue. I call, they cant help. I call back, and am on hold for 20 minutes then she hangs up. I call back yesterday and they basically say that $434 is normal for February

  Business Response

  Date: 08/03/2022

  On July 27 issued a service order for a meter test. After reviewing the account the customer's first **** was high the customer used **** kWh for *** ********* but that is the actual usage. When we read the meter on Meter on March 17 and the usage decreased to **** kWh for Feb 15-Mar 15; usage **** for Mar 16-April 14; usage 894 for April 15-May 13; usage **** for May 14-June 14; and usage **** for June 15-July 15 that was the customers actual usage.

• Initial Complaint

  Date:07/21/2022

  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.

  I paid my last and final **** to Duke energy last year leaving a "zero" balance. Duke energy now has a pending **** of over $1700 and stating that I am responsible although they have been paid by a third party. I have been stress out and having panic and anxiety attacks as a result. To whom it may concern,I have reached out to Duke energy on a few occasions and have not received assistance. resulting in medical issues: high anxiety and panic attacks. I moved from ************************************************************************************ and paid my last **** so that my balance was zero. A few months later I received a text message stating that my services would be disconnected. I reach out o Dule energy and informed them again that I was no longer residing at that residence and the services should have been disconnected. The person I spoke to stated that they would not be able to backdate the cut-off day but they would make sure the services were disconnected. Duke Energy sent me a **** for over $300 at that time. I informed them that I was not going to pay that **** because I was not at the residence. First Key homes have a program and they have all energy services handled through a third party. I am not responsible for the charges, I recently called and was informed that the **** was not paid in over a year, since my last payment, and is not $1700. After speaking with a supervisor I was told that someone would review the calls and call me back. No one called back and I now have a **** of $1700. The third-party billing team from First Key has been collecting payments. there is no logical way that Duke energy would allow services to be unpaid for an entire year. They have refused to check their records or handle the repeated request for them to take the services out of my name. I have had heart palpitations and anxiety attacks because of the financial stress their billing has caused me. The customer service team refuses to assist me, I would like these charges zeroed out and my good standing with Duke

  Business Response

  Date: 08/03/2022

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

• Initial Complaint

  Date:07/19/2022

  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.

  I have not received a **** from Duke Power in 3 months, either via mail or digitally. After the first month, I assumed maybe it was lost in the mail. Luckily I remembered before it was due, called the Duke number to get the amount and paid online. After the 2nd month of no ****, I called in to investigate. I was told my account was switched from a paper **** to online billing (without my permission). I checked email, including junk and had no **** there either. I requested she switch it back to a paper **** and she said she did. It is now month 3 and I still have not seen a ****. I am expected to pay what is owed without ever getting a **** or my power will be turned off and my credit will be marred. It is time for the ****** to be held accountable. Cant get the resolution drop down to work from my phone. My desired resolution is to receive my paper **** once again.

  Business Response

  Date: 07/25/2022

  Satisfied. Customer's **** delivery method is set at Paper **** by Mail. Customer should receive next billing invoice by mail.

• Initial Complaint

  Date:07/15/2022

  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 complaint is to address a big problem with Duke regarding their administration procedures for processing new customers. I had a underground power line ran onto my property 2018. A work order number was assigned. I didnt get the structure on the property til May 1st 2022. The property inspections were completed and Duke was contacted to install the power. But because of the old work order number and a company systems change over the install never happened and after many phone calls it was discovered I needed a new work order number. It has been six weeks and I still do not have the power on. After numerous calls again some of the install work has been completed but I am told I must wait another week to get my power on. This is unacceptable and someone needs to know that Duke Energy is in disarray and its employees are just going through the motions trying to deal with customer overload because *************** cant get it together.

  Business Response

  Date: 07/15/2022

  Meter was set 07/14/22.  Contacted customer & apologized for problems caused in our conversion of billing and customer information system last year contributing to his issues with beginning the new service.

• Initial Complaint

  Date:07/15/2022

  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 submitted a request for a new service to be added to my garage on 6/13/22. I was given a work order #******** and told an engineer would be in contact with me within 48 hours. 2 weeks passed and I had not received any contact from Duke Energy. When I called in to the Builders Support line I was told that they were reaching out to the Engineer (*************************) and I should hear back from him in the next day or two. After not hearing from Duke Energy, I called back into the Builders Support line the week of 7/4/22 to get an update. I was then informed that ******* had been on vacation and that I should hear back from him in the next 24 to 48 hours. I called back into the Builders Support line on 7/12/22 for an update as I had not heard back from anyone as of yet. During the this call, I requested that this issue be escalated to Timothy's supervisor and was assured by the agent that this would be done. Once again I was told that I should hear back from someone within 24 to 48 hours. On 7/14/22, I called back into the Builders Support line as I still had not heard back from anyone at Duke Energy. I explained to agent on the phone (****) that I had not heard from anyone at Duke Energy regarding my work order and was looking for an update. **** could not find any record on my account where I had called in the past 3 times and could not see where this had every been sent to a supervisor. I asked if I could reach out to someone directly to address the issue and I was told that there was no other option to try to get traction on my open work order. I explained to the agent that the current process was not working to resolve my issue so I did not see where continuing to follow these same steps to resolution was going to be effective. I'm asking the BBB to reach out to Duke Energy on my behalf as I do not seem to be presented with any other options for a resolution. Also, Duke Energy holds a monopoly on my power needs so I have no other vendors available to support my needs.

  Business Response

  Date: 07/18/2022

  The assigned engineer contacted the customer on 7/15/22. The engineer spoke with the customer and agreed to a site visit on 7/18/22 at 9am to discuss plans to proceed. Let us know if there are any other questions.

• Initial Complaint

  Date:07/14/2022

  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.

  My name is *****************************. I'm a 75-year-old Viet Nam veteran who bought heating and air conditioning insurance from Duke Energy. After receiving many solicitations from Duke, I went ahead and purchased it. I received a letter from Duke which simply stated, "You are covered." In June, my air conditioning stopped working. I called Duke and they sent an independent company who concluded that it could not be repaired, and the entire unit needed to be replaced. They said it would cost me $6000.00 out of pocket. I called Duke and they refused to pay for it. I called another company who came and repaired it for half that cost. They told me the unit is fine. I have air conditioning now. I'm writing this because there must be thousands of people out there who think they're protected by Duke Energy, and they are not. If I'm not covered then what have I been paying insurance for. No one expects a company like Duke Energy to be a Scam Artist. Can you help me?

  Business Response

  Date: 07/20/2022

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