ComplaintsforDuke Energy

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Duke Energy employees were banging on our door before 8am on friday, april 5th, 2024. This is not reasonable and constitutes harassment.

  Business response

  04/12/2024

  Duke Energy has reviewed the customer’s concerns. We did have a crew out to the customer’s property at approximately 8 am on 4/5 and they knocked on the customer’s door. They were seeking the customer’s permission to inspect the pole line next door to his house for removal. The pole line is on his property and used to feed his barn in the rear of the property. The customer asked why we were out there and we supplied him with all the answers to his questions. We were only on his property for approximately 5-10 minutes.
  
  Vegetation work is planned to be completed Monday 4/15, to allow us room to complete the removal of the services. A voicemail was left for the customer with this information. 

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** ****** ** **** is my gas supplier. I don't want them to be my gas supplier. I never requested them to be my gas supplier. Automated Duke Energy customer service menus do not address this issue. I have been on hold for 1 hour and counting. Frustration and lack of options is why I am filing this BBB complaint.

  Business response

  04/03/2024

  Good morning,
  
  The company has reviewed the account for the customer and our records indicate that ******** ****** **** *** has been the gas supplier on the account since November 24, 2021, through the Customer Choice Program in Ohio. The customer requested to drop ******** ****** **** *** as their gas supplier on April 1, 2024, which will take effect on April 25, 2024.
  
  Thank you.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to get answers as to why it is taking over 1 year to give me the final results of the adjustments. I have been requesting a copy of my monthly Duke Energy bills and no representative can supply me with any answers. I always here that they will get back to me and no one does. I am on an installment plan and can't afford be be set up on another one. I need some closure on this situation. Thank you! ***** *******

  Business response

  04/11/2024

  Duke Energy apologizes for the delay in responding on this customer’s matter; however, the issue has been resolved.
  
  There was a lock placed on the account to confirm the billing was accurate with the supplier charges.  Unfortunately, an issue occurred, and IT had to get involved.
  
  Due to this, the account is no longer enrolled in the Installment Plan that was recently created.  The balance on the account is $2,196.08 due 5/3/2024.  The customer should receive the new invoice within the next few days.  Once received, the customer can contact Customer Service to set up an extended Installment Plan, if they wish to do so.
  
  The customer also has the option to view invoices online at duke-energy.com by logging into their online account.  If the customer does not have an online account with Duke Energy, they have the option to enroll in one.  If the customer does not wish to enroll with an online account with Duke Energy, and they would like to have physical copies on monthly invoices, then they will need to specifically request which month(s) they would like, and those can be sent out.
  
  Please let us know if there are any questions or concerns regarding this matter.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Duke Energy is attempting to collect payment for services for the address of 8** ******** *** ********** **** for the month of September/October of 2023. The problem I have with this is that **** ***** ***** had already evicted us from the property and we had been gone from the property since the beginning of April of 2023. The eviction went to court, and although I had all documentation rent had been paid, eviction occurred and we left the premises. I had called Duke Energy at the beginning of April to inform them we would need services stopped, but they say they have no record of my phone call. I DO however, have eviction letter which I will include in this complaint, and I have record of bills since then at the new addresses where we have been since. If you can help us, it would be greatly appreciated. Duke Energy has now turned the bill into collections, and we are trying desperately to repair our credit.

  Business response

  03/28/2024

  Duke Energy reviewed the customer’s account. We have no record of the customer calling to disconnect the service. We also searched for any calls from the customers phone number in April and could not locate any calls. Unfortunately, because the customer did not request a disconnection of the service, they are responsible for the charges until the service was taken out of their name. The current amount owed is $245.23. 

  Customer response

  04/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does NOT resolve my complaint.  WE WERE NOT ON THE PREMESIS OF *** ******** AFTER APRIL 2023 AND WILL NOT BE PAYING THE AMOUNT OWED BY **** ***** *****. DUKE ENERGY THINKS THEY CAN GET AWAY WITH RIPPING PEOPLE OFF BECAUSE THEY ARE THE ONLY ELECTRIC COMPANY AROUND, BUT I WILL NOT BE RIPPED OFF BY THEM, AND I NEED YOUR HELP, PLEASE!!!!! 
  
  Regards,
  
  ***** ******
  

  Business response

  04/03/2024

  We apologize for the inconvenience, but since the customer did not contact us and request the service be taken out of their name, they are responsible for the charges. 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 5 I looked at my Duke bill and it states that I owed $360 and I have only been living here since January 4th the meter online in the duke energy system say my meter is 7849 and that is incorrect. MY METER IS **** I called and they said they would send someone out on March 8th no one came and I called they lied and said someone did come and they were still investigating. I then got another bill for $580 for the same incorrect meter and a disconnection notice, I keep getting the run around at duke I’ve talked with 10 people and the issue is still not fixed and I am yet getting billed.

  Business response

  03/26/2024

  Duke Energy reviewed this customer’s concerns.
  
  The customer first contacted Customer Service regarding this issue on March 7, 2024.  At that time, an investigative order was submitted.  These types of orders can take up to 30 days to complete.
  
  On March 20, 2024, a technician visited the property to conduct an investigation and to determine if the account in question is being billed incorrectly.
  
  During the field site visit, the customer was present when the technician was on site, and it was discovered that meter# *** *** *** is registered for **** * ******* *** ** ** *, which supplies power to that unit and a light in the basement.  Also, during this visit, it was found that the electric meter bases were not marked on premise, so the technician marked both meter bases to avoid any confusion in the future.
  
  After conducting this investigation, it has been determined that the meter being billed for this customer’s account is accurate.  There will not be any changes made.
  
  The account balance of $563.69 was recently enrolled into a 9-month Installment Plan, so at this time, there is nothing due.  Once the meter is read on 4/11/2024, a new invoice will generate, which will include the monthly installment for the active Installment Plan.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A subcontractor for duke who trims the power transmission lines using helicopters dropped large limbs and debris onto my property during their servicing of the lines. I was informed by the crew at the time that they would be back within 25 days to cleanup the debris which they failed to do. A phone call to customer service today informed me that Duke is not responsible for cleaning up after their work, however the limbs fell in a maintained portion of my yard which Duke has an easement on. I understand if the debris was small, but this is not: there are limbs which are 3-6" diameter plus a lot of smaller debris. Im not asking for them to groom my yard, but fulfill their responsibility to clean up after themselves during their operations. Every other crew which has been on site to fell large trees has cleaned up after themselves, and even crews which did light trimming at least stacked and slashed their brush piles. If Duke fails to remove this debris from my property, they will no longer have access via my property to access their easement, and will need to remove guardrails lining the road or cross the hilly terrain and creek to maintain their easement from here forth.

  Business response

  03/19/2024

  Good morning,
  
  Our records indicate that the customer was provided inaccurate information from Customer Service regarding the removal of debris after routine line clearing was completed at the property. Feedback has been sent to the specialist’s supervisor to address the correct information and scenarios for when the Company does not clear debris from a customer’s property.
  
  The Company’s vegetation management department did reach out to the customer regarding his concerns and was able to have a crew dispatched to the property the same day to have the debris cleared.
  
  Please let me know if you have any further questions.
  
  Thank you,
  Amber
  Midwest Consumer Affairs

  Customer response

  03/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *** ********
  

• Initial Complaint

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've had an account and income based payment plan with Duke since 2015. I pay every month on time. Early in the year, Duke or their contractors were working right in front of my house & turned off my power off. The end result was my furnace not working (it's 5 yrs old). I called my home warranty company, paid my deductible and waited until Tuesday for them to come and repair my furnace. So over this weekend, I was without heat and had to purchase space heaters. My son and I were confined to our rooms with space heaters over the course of the weekend and Monday. Once my house had heat again, I noticed that my counter top ice maker and my water dispenser were not working. I decided to submit a complaint with Duke Energy because I have proof that my furnace stopped working the same time they were working on my street because I paid my insurance deductible. I have a receipt for the new ice maker (I still have my old one). I did not replace my water dispenser. Instead of Duke addressing the complaint, they cancelled a payment plan that has been on my account since 2015 & sent me a bill for over $3K. This was a vindictive gesture. I am totally and permanently disabled since October 2011. I have sarcoidosis, severe fibromyalgia, asthma, and EDS. Duke was upset because I filed a claim for assistance with the unexpected bill for repairing my furnace and having to purchase an ice maker and water dispenser. I would have preferred them to have told me “we are not going to look into your claim,” but instead they deleted my payment plan and sent me a bill for $3K. I am on a fixed income & have absolutely no idea how I am going to be able to pay them over $3K, so I am sure my light will be off in the next 30 days. I do not even understand where they obtained this number because I live in a ranch house with a teenage son, so how could I have a $3K for one month. I would ask that Duke Energy not be vindictive to a loyal customer & reinstate my payment plan. PLEASE

  Business response

  03/20/2024

  Duke Energy reviewed this customer’s concerns.  There was a planned outage event that Bowlin Energy worked on behalf of Duke Energy, which Duke Energy forwarded the claim investigation to Bowlin Energy for additional information.
  
  Regarding the payment plan the customer references in their complaint – the customer is referring to the PIPP Program, which is also known as Percentage of Income Payment Plan.  This program is an extended payment arrangement for low income Ohio residential customers in which Duke Energy accepts monthly payments based on a percentage of the customer’s household income. 
  
  When the Company looked into this further, it was determined that this customer was removed from PIPP Plus for failure to reverify.  The customer hasn’t reverified, and they have been on PIPP since 5/16/17.  The customer will need to contact Community Action and submit their income information to reverify.  As long as the customer is still income eligible, they will be reinstated back onto PIPP.
  
  Currently, the balance on this account is $3,729.55 due 4/4/2024, which includes a prior balance of $3,517.97 that was due 3/7/2024.

  Customer response

  03/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  I am not complaining about the claim. The claim was forwarded over to the claim department but they did not send anything saying the account needed to be reverified. They only did this because I placed a claim. Because they could have given let me know. This was retaliation.  
  
  Regards,
  
  *** ****
  

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 17, 2024 Power line from duke feed to my household split in two... no weather events, no particular event to cause it beyond aging. February 18, 2024 Duke energy repairs their broken line, technician informs me that some appliances may be damaged as a result of this happening the way it did, file a claim through duke (******** insurance handles the claim)... once power is established, i have no HVAC and my solar panels are not reporting information. Claim filed through ********. February 21, 2024 ******** responds (Karen H****), says they need more information. Information provided, there has been zero response since. Multiple emails, calls, not a word back. I need my furnace fixed, and my solar panels fixed.

  Business response

  03/21/2024

  Good afternoon,
  
  The company reviewed the account for the customer at the address of *** * ******** ***** ************ ** *****. The customer filed a claim through our claim management process which is handled by a third-party company. An offer for $320.20 was made to the customer which covers the cost of the repairs that are needed to the HVAC system after an inspection was completed. The customer accepted that offer, and a check was mailed out yesterday, March 20, 2024. A written guarantee was also provided to the customer in the event that this repair does not fully fix the system which means we would address the cost of additional repairs if required.
  
  On the customer’s most recent bill they received credit for the energy delivered to the grid. The customer my need to check with the company that installed the solar panels about the system not reporting information.
  
  Thank you.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called to establish service at a multi location. The unit is empty with no one living or using it. Service never came on after several calls with very rude employees. Was told an outage report was entered 2 times. Still no service. Followed everything they advised us to do to check. Still not working. Promised a supervisor call back 3 times that has never happened. Calls get transferred to other reps posing as supervisors or lines suddenly disconnected. Service has never been turned on. Checked every outlet. Nothing is plugged in or working yet now we have a bill showing usage which is impossible. No one will call bank to resolve. “Turned off” the service to stop billing. Still no call back or anyone that will discuss a bill dispute.

  Business response

  03/13/2024

  Duke Energy has reviewed the customer’s concerns and phone calls. We apologize for the customer service interactions the customer had with our agents and feedback will be provided to each agent. After reviewing the account, we verified the meter and service were turned on and available for use. All meters at the property were on, so if the service to one of the units was not working, the customer needs to have an electrician come out to verify why. Our records show the meter was on, and service was being used. Duke Energy contacted the customer and reviewed this information with them. 

• Initial Complaint

  03/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 7th 2024 I called Duke energy to request information about my bill. It was over $300 when my usual bill is about $200. Every person I spoke to over the course of two and a half hours refused to look at the logistical math adding up for the bill and would merely quote whatever the computer was telling them. They would go through a script trying to placate me. Each time I asked for a professional from their company to come out and diagnose the issue and they refused. I physically walked outside and read my electric meter to a rep who told me it was working fine via remote pinging. They read me the incorrect reading and when I corrected them, they said they were reading the wrong thing the entire time and still refused a technician to come out and diagnose the issue. Despite having less people in my home, consuming less energy and in a warmer month, compared to last year, the continued to blame various appliance around my home for the over %30 increase in power consumption despite having %50 less residents to consume. I requested at this time to make a formal complaint and the 4th representative I had spoken to so far sent me to another basic representative who could do nothing with my complaint to fix the situation.

  Business response

  03/13/2024

  Good morning,
  
  Meter read data on the meter itself is no longer used for billing purposes. The Company’s electric meters transmit readings in 15-minute intervals. The interval reads are summed to calculate the total electric consumption that occurred during the billing cycle. The billing cycle consumption is not calculated based on the difference between beginning kWh value and kWh ending value and therefore is unavailable to be displayed on the bill.
  
  The Company obtained a waiver approval from PUCO for the current bill formation on May 4, 2022, and of the removal of meter readings from the bills in Case Nos. ************** and **************. Duke Energy plans to continue with this billing format, as discussed in these cases. While this waiver has since expired, a renewal request was submitted by the Company prior to the expiration. The Company is working with Staff on next steps. Until those steps are determined, customers will no longer see meter readings on billing statements for interval-billed electric consumption.
  
  Our records do show that the customer’s usage did have a significant increase during the most recent billing cycle compared to the previous year’s usage; however, is not out of line with the usage increases that are experienced during this time of year at this location. Along with the increase in usage, there was an increase in the customer’s supplier rate compared to last year going from 4.63 cents per kWh to 6.99 cents per kWh, which is still lower than the Company’s Price to Compare rate of 7.37 cents per kWh.
  
  When remotely connecting to the customer’s meter, it does show good connection and communication statuses with good voltage. The company will not know what is inside of the home contributing to the higher usage; however, this billing cycle did have a very cold stretch of weather, with temperatures not peaking above freezing for more than a week. This was a primary driver for the higher electric usage for the most recent billing cycle.
  
  I was able to reach the customer regarding their concerns and explained the meter read information, the usage and rate information, along with the option to have the meter tested if the customer wished. The customer did opt to have the meter tested and was advised that the results of that test would be sent to them once completed.
  
  Please let me know if you have any further questions.
  
  Thank you,
  Amber
  Midwest Consumer Affairs

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