Duke Energy
Reviews and Complaints

On 7/26 I called to have services transferred from old address to my new address 7148 English Drive starting 8/1. 5:30pm of 8/1 I return home to find my power is off. I called the customer support line to solve the problem. They told me my power was running and a technician had been dispatched and would call or text when they were on-site. I waited two hours and hadn't received a call or text. I called customer support again and was assured that someone would be coming. I waited another hour and called a third time. This person alerted me that a technician had come to investigate at 6:06 pm which means they failed to call and left without my knowledge of his being there and that the previous rep didn't inform me of this either. If he had alerted me of his presence as he was supposed to I would've been able to walk him through my actual problem. More on that later. The rep on the phone rudely suggested I contact an electrician. By that point it was 9pm and dark and no more service people could be reached. The next day I called again and again was told my power was on. It still most definitely was not.

Cut to 8/2. Six total calls to customer service failed to identify the problem. It was only on a call by the landlord that it was determined power had been transferred to a storage unit in the condo with the address 7148S and not 7148 that I had specified when I originally requested the service transfer. I did not know about the existence of this storage unit or that it had its own power source when I made the request. After explaining this another customer service rep at 12pm 8/2 I was told another service technician would be dispatched. I waited two more hours with seeing a technician. I called customer service one more time and the representative told me no technician had been dispatched and the ticket had not been registered. I explained the situation to her. She correctly turned on my power in my house and turned off the power in the storage unit, but not before I had to place a deposit and pay off a balance on my last address, which hadn't been brought up in any of my previous conversations with customer service representatives.

As a result of the lack of contact by the technician, and the poor customer service in identifying the problem we were without power for over 24 hours and were forced to out a fully stocked fridge.

The last month we recieved a statement from Duke telling us that our service was 3-4 higher than most in our area. So we started to look into it. It was our freezer that we had for over 25 years. Our amount of electric that we were using was way above the amount it should be. They even sent a man out to ascess our home and see if there was anything that we could do to drop our electric bill This was about 5 years ago. We did not know that our amount of electric was not normal useage. We had heard when you have basebored heal the electric is higher. I think that someone should have noticed the amount of electric we were using and alerted us to this so we could look into it. The amount that we have overpaid for this extra electric is over a=20000 thats alot of money for a company that says they want to help people save money. We were even on a budget plan so I know they were looking at the amount we used. Its sad that a utility company doesnt care more about there customers instead they just lined their pockets.

our power was out Saturday from 4 pm to Sunday at 1 am on one of the hottest days of the year; i had worked and gotten home at 2:15; usually do my laundry which I had to end up doing on Sunday (which I don't like to do); we reported the outage and was initially told there were 96 people affected and it would be back on by 7:30; i have a disabled son who is bipolar; he felt like he was going to have a panic/anxiety attack so I had to get him in the air-conditioned car and drive him around so he could breathe; we went back home at 7:30 and still no power and was told DE was waiting for the tree people to come to remove the limbs from the power lines; so we had to go out and buy supper (which I had not planned on) and as we were going back home at 10:15, lo and behold there was Duke Energy just getting on the scene. I was told it would be another 3 to 4 hours; so I spent money on gas, food, that I did not have just because of your slowness. We have lived at this address for 38 years and even thru Hugo, DE was not that slow. In the winter, we can cover up with blankets, etc, but in the summer you just have to leave home. All of my neighbors did; that's why I couldn't check with them to see if the power was back on, I just had to go back and forth to check. And to beat it all, my neighbors across the street have power; they ALWAYS have power when we don't. My oldest son has to work weekends from 7 AM to 7 PM; needless to say, he didn't get much sleep Saturday night; You need to remember that not everyone works 9 to 5 jobs. I certainly hope we don't have any more weekends like this!

We have power outages in our area weekly for no reason; I can understand bad weather. But in most cases it is nice and calm and we still loose power.

Lost it today around 2:30 AM and are being told it will be down until 10:00 PM. Problem is there is not any recourse against this monopoly and honestly they don't care. We will loose money in food and business being that some work is done from the home. Can't forget the health issues as a result of this and other outages.

Had a home custom built. Builders neglected to tell us we would need to contact Duke Power to have account transferred to our name. As with other home it was done automatically. So Duke power came out to our home while we were home and cut off the power. We immediately called and explained to them we have a handicap that is home bound. This was around 830 pm. We were told they would try to get someone out. Next morning still no power. Called again and they said could be any time from 800am to 9pm. I explained the urgency to have power considering it was over 100 degrees outside and hotter inside. Their response was they were sorry but that is all to could tell me. I called many times and even had one tell me they were on the way. That's been over 4 hours ago. So so far 17 hours later and still no power. I hate to see what would happen in a situation not urgent. Next year? We need more competition for these idiots. As long as there is a monopoly we have no voice. They can just run all over you. We are now considering calling fire dept to see if they can assist. Thanks Duke Power. Inhumane.

I have spent so much time trying to fix a billing error.
My service somehow got taken out of my name I called for my bill for two months only to be told I had a credit no bill. Told them this was wrong got no answer. I kept calling trying to get this issue resolved then what happens I get a BIG bill when they finally figure out the issue... I had to call and waste hours with incompetent Customer Service Reps. But Duke Energy doesn't care because I have no other option. I have to pay regardless and it doesn't matter what they said or how much of my own time I wasted.

It doesn't matter to these Large corporations if they waste your time with an error on their end. They have us all stuck with their services until we can get Off-Grid which with the use of solar panels hopefully will be soon for all of the customers they couldn't care less about...

We recently were on vacation...returned home on 7/11/17 to find that 2 of our trees had been trimmed around power lines. I recognize the necessity of this but my complaints are this: 1) Why didn't we receive some type of notification in our last bill? We were gone for 10 days.. advance notice would have been nice. 2) The limbs/debris was left in our yard/driveway for days. I don't know how many. The larger limbs were picked up 7/13/17, but I had to clean up debris and pine cones.. 2 wheelbarrows full. This was unacceptable. 3) There is a hole in a post of the vinyl fence that wasn't there before (I can send a pic) 4) There are 2 spots about 2-3 foot in diameter that our grass is dead. This wasn't there before. Its as if some type of chemical spilled and killed the grass. 5) There are large ruts in the yard I assume from heavy trucks/equipment. The company contracted to trim the trees can do a better job in clean up and care of customers yard. I feel there could be better clean up and customer service. I would like my fence repaired and yard fixed.

Deposit paid july 3rd service turn on scheduled for july 5th between 7 am and 9 pm. I spent 14 hours waiting for them. All access gates open and front and back door wide open to let the breeze through. No one ever came. Called at 7:30 pm told I was still on the scheduled install called 5 min to 9. Still scheduled, promised that a supervisor would call dispatch to see whats going on. Its 9:22 still not a call or tech here.

Our power was turned off today. I called to find out what was going on, they said I owe à min. Of $236.00 because they applied à $200 security deposit. I was not notified about it at all, and they said that I had to pay it in order for my power to be turned back on. My apartment complex called to get it changed into their named to get it turned back on and they refused. I was willing to pay $160 today and the remaining amount on Friday and they still wouldnt work with me. I just feel like if something is their fault they should be willing to meet half way, but they dont care.

Duke Energy had one of their contractors come on my property and butcher my. If it was necessary for the the trees to be trimmed back some more then that's what they should have done. They cut down four of my trees which were planted for privacy in my back yard. In addition to that, they sprayed my stumps. Who are they to determine whether or not my trees should regrow. Theses trees had to be planted and has taken years to grow. I now have to have the stumps removed and my trees replaced and tree service isn't cheap. I think this was an inconsiderate act on their behalf.

We signed up for Duke Energy's septic protection for around 10$. My wife Kate and I called in to have our septic looked at. I was presently surprised that a contractor came out the same day or next day which was pretty awesome customer service. The contractor came out and basically did nothing. he looked at some pipes none that were the issue. I was baffled and when i tried to explain what was going on i was rudely interrupted several times.

Part of my septic was line was blocked or broken I'm thinking. I'm not an expert however it is a big house and has 3 lines that feed to the septic.

The contractor then said I'll be right back and got on his phone while in the car. He then came out a few minutes later and said that " you have a dry well" I then asked what does that mean. He stated " Some of your lines are running in the back yard to a dry well." I asked where he couldn't tell me. I asked so what does that mean and why. He said " we are not going to cover it because it doesn't connect to your Septic tank. " So whether he was trying to get out of a tough job which it was it was. He also would not let me ask questions about his methods. Which he found an old piece of pipe way behind my shed which it was which is about 120 feet away from my septic. So yes I am upset and so is my wife and it seems like some fraudulent behavior is going on with the Duke Energy Contractors are doing.
If we as consumers expect some level of customer service then it would be appreciated if you could maybe teach your contractors to be able to actually explain why they think the diagnosis is what it is and not shrug off your customers questions because we will not stand to be scammed which this feels like. So Duke please talk to your customers as well maybe get feedback.

Spring and summer of 2016 Duke Energy installed new lines on Alber Street, in Wabash, IN using our yard to store your equipment and poles without permission for weeks. We called Duke multiple times after you finished work in June and got no response. We waited until Alber St. was finished to call again last fall. After multiple ignored called we finally got a case number 424125 from a representative, Anika, possibly on 11/3. Alber St. was widened last summer and poles moved back more than 3 ft. from the road. Duke left a 3 foot deep hole approximately 18 inches wide around the pole in our yard and several square feet of our previously sodded yard several inches below ground level with sinking pea gravel in the hole. No dirt, sod or grass seed to repair the damaged. After a neighbor fell in hole around your pole I carried rocks and filled it n for you.
In November, after no response from you I contacted the State Regulatory Commission case #118991, representative, China. Dallas Dillon, Duke Representative, came and looked at the property in November and informed us that in May of 2017 Duke come and sod the damaged. We closed the case with the SRC as Duke had promised to repair the damage in the spring and were told to reopen if the work was not completed in May as promised.
I called Duke early in June to report work not done. Duke called and said a "landscaper" from Kokomo, IN would be out soon and repair the area soon. We asked to be here when he came. This did not happen. We were out of town. Someone came and dumped what appears to be some kind of peat pellets in the area. No dirt when you dig through it and no grass seed or sod. It was piled several inches above ground level; however, rain and wind have reduced it to below ground level. Grass will not grown in whatever this "stuff" Duke put in the ground is. It is now summer and 90 degrees outside and dry. We are not up to doing the physical work need to repair your damage and grown decent grass mid-summer. We have already spent hours putting rocks in the 3 foot deep and 18 inch wide hole you left around your pole leaving a SAFETY HAZZARD on our property.
If we do not hear from Duke Energy by Friday, June 30 with a date to sod the area and bring it back to the immaculate condition we have worked hard and spent money to maintain we plan to contact the State Regulatory Commission and reopening Case # 118991.
The crew who installed the new lines and poles for Duke were extremely nice and considerate during the time they were working. They went out of their way to be considerate of the homeowners on Alber Street. Duke did not follow up adequately on the great job this crew performed.

Tuesday 06/20/2017 I closed on my house. I made the call to Duke Energy at about 1:00 pm on that day letting them know I needed to start a new service at my home. They informed me that they wouldn't be able to get to it today. It would have been nice to have had someone come out that evening and turned it on however I understand that there are many customers needing assistance. They said they would be out the following day which would have been Wednesday between 7 am and ? I asked them if I should be there while they were there and they said there was no need. Obviously there isn't electricity there so as I was willing to sit in a hot house in the middle of summer in Florida with no air conditioning all day I was assured that wouldn't be needed. I went to the home once I got off of work and guess what no power. So I called and spoke to someone who said that they could still make it out tonight since they don't stop working until all service orders are complete. She checked the status of my work order. After an over 15 minute hold time she came back and let me know that someone had already come out to the house at 3:30 in the afternoon. They said they couldn't access the meter so they just left. #1 that's not true they could have access the meter. #2 I didn't get a phone call, email, smoke signal, nothing letting me know that they were at my house and needed help getting to the meter. So they just left. With no effort. I was furious, so I was transferred to someone else who was supposed to be able to help me. After another 10 minute hold I spoke to someone else who told me there was a lock on my meter I let her know that I was literally standing in front of the meter while I was on the phone with her and there is no lock. I even reached up and pulled the cover off of the meter with her on the phone to be sure there wasn't some hidden lock. It came right off. She told me that there was nothing that could be done. I let her know that I am trying to live in this home with no lights, ac, nothing. I have a child and I need this power on today. She basically told me that was too bad and I would have to wait. She said it could be another 3 days before they come out to the house. She also stated she was proud of them for making it out to the house that day because normally they take the full 3 days. I let her know that of course they could make it out to the house if every house they go to they look at and just said opp nope can't do it and leave. They can complete all of the calls. Also, I don't understand why the 1st lady said they don't go home until all service orders are complete and the 2nd lady said they'll get to it when they get to it within the next 3 days. I asked the lady why someone would come to my house and not call me and just leave as if having power is not important. She said the techs cannot contact the customers directly which is totally fine but they don't have an office they can call that can reach out to me and tell me that they are having issues at my home and see if I can come over there. I was literally 2 blocks from the home when they were there. She said well they could have but the office could have been closed...at 3:30 on a Wednesday? She was like well I don't really know they don't have to call you...yeah well I don't have to pay my bill either but I assume that would probably make Duke Energy pretty mad. They are supposed to attempt to come turn the power on today or maybe not today some time in the next 3 days is what I was told. This is not like you don't have cable. This is power this is basic human needs that are not being taken care of. I need my electric turned on as soon as possible and so help me if someone comes out there today and acts like they can't turn it on and no one calls me and this happens all over again.

Duke Energy Progress has the worst customer service I have ever had dealings with. I have talked with several to try to get a simple problem resolved. My elderly sister stopped getting hard copy of her electric bill . They keep telling me she needs to go on line and take off paperless billing. She does not even have a computer. How she got on paperless billing is a mystery . How hard can it be to switch someone off paperless billing to hard copy? Some of the reps were smart and had no knowledge in helping resolve problem. One even told me I must have been the one that switched her. Surely this cannot be that hard. I would certainly hate to have a really bad problem and have to deal with this group. Problem still not resolved!

Duke Energy is the worst company I have ever dealt with. They have repeatedly screwed me left and right. I called several weeks before I moved (March 2017) to Clearwater to make sure service would be on in my new home. They told me power would be on four days before my official closing date, as I requested, since I was given permission to move my things in beforehand. Then they refused to turn it on until two days after I moved. Not only did I have to move in the dark with only the light of a cell phone, live in the swealtering heat of Florida with no air conditioning, not have the ability to shower or cook, and have to utilize the bathroom facilities by flashlight, I lost all of the food in my side by side refrigerator and all the food in my full stand alone freezer. When I tried to find out why power was not started when they said it would be, they blamed me and refused to even apologize or turn it on. I called several times a day every day, even asking to speak to supervisors, until I finally had power, SIX days after it was supposed to be turned on. My garage still reeks of rotting food! I was out several thousand dollars and all I got was rude attitude.

Now, 2 1/2 months later, they have screwed me again. I called to report a power outage when my power went out and they told me they disconnected service and again gave me nothing but attitude. I most likely will again lose all the food in my refrigerator and stand alone freezer, which I just replaced! (Including $520 in food I bought literally 24 hours ago). Plus, yet again I'm in the heat of Florida with no air conditioning and utilizing the facilities by flashlight. I have never had such issues or rudeness by any other company in my entire life. We NEED power options in Florida like are available in other states. At this point I'd chose Bob's Bait, Tackle, and Power over worthless Duke. This company is a sham, a fraud, absolutely horrible, terrible to deal with, will screw you every single chance they get, and should be shut down, fined, and forced to issue apologies to its customers.

Note to any solar panel dealers - you would make a killing by walking up and down the residential streets of any area forced to put up with the total incompetency of Duke Energy.

I called Duke Energy to transfer the service from one apartment to new apartment at the end of the month. Customer service lady answered the phone after I entered account number. She asked account number, social security number which I was hesitant to give, and birthday. I don't understand why they need to have a full security number instead of last 4 digits given the fact that I'm already a customer of them. The customer service lady was not pleasant. Her tone feel like I disturb her afternoon. Since I moved to Soutb Carolina, I discovered Duke Energy doesn't provide good customer service. I asked her when will the technician comes out to disconnect the old service and connect new service, she said technician works at their own pace. It can be 8 am to 4pm. That was a very horrible answer I thought

On April 26, 2017 a service contractor came out to replace the meter because of lower than usual usage. I called into CSR to notify that we were currently not living in the home and that was the reason for lower KW usage. I then received letter dated 5/19 notifying me that an adjustment had been made to my account. I called in again to explain there was only a refrigerator and water heater being used. I gave the meter reading on that day, 5/25 which was 14013. I was told they would notify the "bill adjustment" department and get back with me. I called again on 5/30 with meter reading of 14077; again on 6/5 with meter reading of 14160; and again on 6/12 with meter reading of 14253. ALL times I have been told that all CSR can do is make notes and refer to "adjustment department" for call back. My bill is due June 15 and if not paid I will be assessed a late fee and we all know that 15 days after that, the power will be interrupted. Is there someone out there who knows of a different department/number within Duke Energy that I can reach out to for assistance in this matter.

Today I made a payment however10 min after the service was disc anyway. The guy remained in the complex and refused to turn back on (I say refused because he was here 30 minutes later and did not connect the power). Now 3 hours later still no power. This is disrespectful treatment and purposefully done with tge intention to make a customer wait. Not nice at all

I have been a wonderful Duke energy customer for the past 7 years. Never late, and always paid in full.

I am in the process of moving and was advised I would have to pay a $150.00 security deposit due to a returned check. The returned check was from November 2016. I accidentally submitted an online payment twice. Hence I notified my bank and one payment was returned to me. Because of this I now owe a $150.00 deposit when I move! They are treating me as if my returned check was due to insufficient funds when in actuality it was due to duplicate payment. No one is willing to work with me or waive the deposit! On top of that my monthly bill is now due so Duke energy is expecting for me to pay over $250.00 within one week.

Duke Energy Bucket Truck back on my side lawn leaving deep ruts tearing up grass sod and unable to mow part of my lawn. This happen on May 26th (Friday) 2017 due to checking out a transformer to be repaired. Lineman drove truck up on yard. I explain to driver that it had rain for several days and that my yard was real soft. He should have known better! I have reported this twice with Duke Energy but they have dropped the ball. The last person I spoke to she it was never entered into their system and a complaint would need to be filed. Poor excuse for customer service.

RESOLUTION: I want my yard repaired AS SOON AS POSSIBLE! I have been waiting on Duke Energy going on 2 weeks to respond back to me but has failed to get back as promised.