Florida Power & Light [FPL]
Reviews and Complaints

During your recent project work in Deep Creek Section 23 Sub-division, your trucks ran over and broke drainage pipes after numerous times coming in and out.

The pipes we believe are broken or damaged rest behind 1301 Navigator. This is causing significant drainage problems. This property is owned by our Property Association and need your attention as soon as possible.

Thank you in advance for having this complaint investigated for us.

Call our office if you need any additional information [protected]

I have NEVER dealt with such horrible, terrible customer service.
Actually there is NO customer service. Disgusting, uncaring and characteristic of a typical utility company. Whatever. It will never change because clearly FPL doesn't give a damn about it's customers. Unbelievable. Never experienced anything so poor. I needed to speak with a HUMAN. They don't even give you an option. Completely lost in voicemail mazes. The contact number isn't even on their homepage. It'll be blamed on COVID or some nonsense. If I had stock in this sham of a company it would be long gone.

We have been paying FPL Home Warranty for a year and finally needed a service call. The telephone agents are friendly and helpful and the service requests are handled fairly promptly. You can always get them on the phone. For one of our claims, it was dealt with satisfactorily, and they covered something not in their policy. For that we are grateful.

However, the washing machine of our washer-dryer system unit, went bad. I was told by two representatives that repair of the machine would cost more than replacement. So, they gave me the option of a cash payout for half it's value or a full replacement. I opted for the full replacement. They sent me a link via email, which I approved. I called a couple of times in the following days and was told it was ordered from Home Depot. I should expect a call. That call never came.

Now, when I talk to FPL Home Warranty reps, they tell me that the claims department will only pay for half of our machine. The problem is, it's one whole unit; it's impossible for me to buy half a machine. I can't cut the machine in half, keep the working dryer and re-attach it to a new half of washer. I keep calling back, but no one will let me discuss this with the claims department. No one will connect me to a manager.

Our washing machine is making a racket that is disturbing the neighbors. It must be replaced soon. FPL is still unwilling to repair the washing machine because it is too costly. Yet, the expect us to throw away the whole unit with the functional dryer and only pay us for the broken part of the unit. This make no sense.

FPL has not honored their promise to replace our machine. They have no commitment to respect the warranty coverage they claim to provide. We are very disappointed. We thought that a large established company like this would be reputable. It appears that we were wrong. In the future we will have to look elsewhere for coverage and cannot recommend them to anyone else.

Thank you for you help in this matter,
Michael & Charlene Ayotte

I cannot get ANYONE to contact me from FPL and their voice system is useless. I received a call tonight that my power was going to be disconnected because I had an overdue balance of $145.00. I checked my credit union payments and see that one was not made this month. I have NOT received a bill or an email. The gentleman knew all about my account. His name is Louis Lopez, #1113. I ended up paying him via credit card because I did NOT want my power turned off. While talking to him, I was calling FPL on another line to verify the "agent"- of course, NO ONE answered when I call FPL and a representative is NOT an option - even though I dialed the correct number to speak to someone. This cost me money. I was finally able to pull up my account and see that I am, in fact, NOT overdue. If someone would have answered the phone, this fraud could have been handled. POOR customer service!

Account Number : [protected]
Service Address: 5820 NE 22 Way Apt. 608 Fort Lauderdale, FL 33308

FPL has been harassing me for months to enroll in FPL Budget Billing but since I have not done so, every month FPL is raising my bill which I believe is inaccurate since I have been using the same electricity. Therefore, I request FPL to provide me Meter Accuracy Tests. Also, I would like to know how accurate is this meter.

Here is the detail of bills
June 14, 2021 to July 14, 2021 $48.83 for 30 days ($1.63 per day)
July 14, 2021 to Aug. 13, 2021 $53.82 30 days ($1.794 per day)
Aug.13, 2021 to Sept.14, 2021 $65.22 for 32 days ($2.038 per day)

Thanks for the attention to this matter.

Elvira Tamura

On Tuesday, September 14th @ 1:40 PM on the corner of US1 and Monterey Truck #409200 cut me off and almost caused an accident. The person driving had no regard to other drivers, was in right lane that had cones for construction work and decided to cut off several vehicles instead of waiting his turn to merge.

When I approached his truck I yelled to him that he should drive better in a company vehicle and he just laughed at me.

Transformer box an eye sore on our property. Told by POA that request was made to replace -- months ago. How do I followup and schedule replacement. We just put in new landscape around box. Tried painting it this morning & your inspector came by and stopped me and said to call for replacement. I am happy to paint it myself if given the OK from FPL. Neighbor reported us to you.
Thank you

To whom it may concern,

I am being attack by some of your people from FPL with the help from xtreme with heavy current and heat ray, and sometime with laser. This is happen every day.

Tommy m wallace sr
283 lincoln ave
Ormond beach, fl32174
Ph# [protected]

I called my payment in this month and must have hit a wrong key on my bank account so received a $30 charge for returned payment. I am on disability (limited income) and have never been late in over 22 years and have never been able to get someone live so I can get my online account enabled to see what is going on. I suffer from PTSD, extreme anxiety/panic disorder only to have FPL do this. I made the payment immediately after receiving letter 8/22/2021 which made the payment 1 day late. I could see a late fee for the 1 day but $30 for hitting an invalid # while trying to make a payment. With all the stress of Covid things happen but this didn't have too.

We have been in our new home since October 2020, My wife has talked to representatives 4 times to get paper billings sent to our house. Four different rep's told her they would take care of that and see we got paper bills sent. We originally set it up for electronic (email) notification, my wife was home and we could access the bills, I cannot.

In July '21 they cut off our power...we called them, they had not sent out a paper bill. We paid it immediatly, we do not have a problem paying our bills If we know about them.

I cannot find a way to talk to some one at FPL to fix this problem. We just got another notice on (8/19/21) that they are going to cut off our power on 8/24/21..With no previous notification or bill. Our payment will get there from the bank on 8/23/21, ($ 163.85 )

This is the worst service possible, 4 times rep's said " we'll send you a paper bill."...I am 100% disabled Vet...my wife works...we need for the power to stay on...it is not about the money...they show paper billing on their site.

I need some help, The contact numbers will not let me talk to a human...any of them I could find on 3 of their so-called help sites, my wife is at work and I cannot call her to get the number she used. In any case they are apparently not listening to her.

Robert Vidor
[protected]

Account #[protected]
Wendy and Robert Vidor
5 Sycamore Terrace, Palm Coast, Fl 32137

I recently opted in for FPL to regulate my thermostat based on my previous energy usage. The discomfort has become unbearable and I continuously, continuously have to change my thermostat temperature to a lower temperature. I need to change my plan so that FPL no longer controls my thermostat. Numerous calls to FPL CS numbers have been to no avail.

According to FPL, my bank rejected a request to debit my account for a monthly charge. I realized that I hadn't changed the banking information on the FPL website. I changed the banking information. The following month the same thing happened again. According to FPL, because of this continuing problem, I cannot use FPL's online payment system until August 2022.

FPL is not telling my why the debit was rejected the first time (I assumed that it was because of the switch to a different bank) or the second time (I have absolutely no idea why the debit was rejected the second time). Also, FPL is not telling me whether or not I can use my bank's online bill payment system to pay my FPL bill. The few times I tried calling to speak to a live person I got a recorded message that there was high call volume and a long wait time -- I didn't bother using the call-back feature.

On July 28th, I had an emergency needing FPL to come and cut the power line to my home due to a flooding and possible fire... I had made several attempts that day to have someone come out. I waited all afternoon and finally had a gentleman arrive at 7:04 pm, I answered the door by 7:05 pm and he was already driving away... my statement can be authenticated by my security cameras as well as the ones across the street. This was an emergency due to water flood next to my fuse box inside and leaking onto 2 outlets... FPL verified that the concern was in fact urgent and wanted someone to also come out ASAP. When I saw him leave, I thought there had to be some mistake so I jumped in my car and addressed him at the light leaving 28th and griffin... He gave me the finger and said I had no emergency while laughing. I have the license plate to the work truck as GB2550. I was shocked not only by him knocking and leaving within a minute but his behavior.I called FPL immediately (side note, there is not an opt to speak with a rep unless you press #1 for downed power line), asked to speak to a supervisor and a Ms. Cereantes was the one I spoke to... do you know what she said... THAT I MUST ANSWER THE DOOR WHILE FPL IS KNOCKING ... or they need to go to the next call. That call was recorded and as irate as I was, I beg of you to listen to this woman that works for you respond to questions. That is the most ridiculous thing I have ever heard, my mother has a walker, it would at least take her 3-4 mins to get to the door.. Not only did one of your employees stay at my door in a urgent situation less then a minute and half maybe, but one of your supervisors had the audacity to tell me if I didn't answer while he was knocking he had the right to leave. I am going to your headquarters in pompano and I have talked to a Laywer about this and is thrilled with my call records and security camera footage and emailed channel 10 and 7, both which are interested in my story... if you search my name or record, I have never done this and really don't care to, but I am shocked at the service, the employees and the supervisors that have treated one of their customers in such a way. Ive never heard of a company telling someone they have to be at the door as someone is knocking... it still is mouth dropping to even have to write this.

There has been other issues with work orders "not on file" which in fact were, once I had to have them dig..., trying to get a live person on the phone... etc... I mean what an awful way to do business.
If you'd like a copy of the videos of him knocking and leaving, I have those for you as well. Both the supervisor on July 28th and the employee are purely jaw dropping to me.

I called to ask about rebates. Operator gxcof13 transferred me to a lady in rebate. I was asking questions in regards to my rebate and replacement of my AC unit that I am doing. she did not LIKE THE WAY THE CONVERSATION WAS GOING SO SHE JUST HUNG UP ON ME! This is BAD service! I waited on line for 20 minutes to be hung up on. Your rebate system is terrible. My house only calls for a 14 seer and you do not give rebates on 14 seers! They will not put in a 16 seer as my square footage is only 2000 sq ft. My bill has been running aver $300 you had been out to my house (Energy saver department) came out said I need a new unit and that I would get a rebate and that my bills will drop about $150 a month.

I would like to discuss your rude operator a rebate that was told to me last year! Please call me at [protected] Sherrie Pisetzky 702 NE 27th avenue hallandale bch fl 33009

this is not the first time this has happened, and it is unacceptable

i have lost total power 3 times today (july 27, 2021)

first time was after a loud thunder clap (is the system that fragiles?)

second and third times happened without any outside 'stimulus' - no winds, no thunder, nothing...

I lose complete power, and then the power comes back on a few seconds later

I have had fuses blown
I have had problems with my computers

this is not what I pay for

On the morning of Friday, July 9, at approximately 8:50AM, Pike shut down the power of one of five condominium buildings at Bonita Beach Club, 25730 Hickory Blvd, 34134. This building has 50 residential units and the management office. They gave no advanced notice and the crew did not come to the office. This action left a man stranded in the elevator. The maintenance super had to beg the crew to turn the power back on to free the man. They stated, "I put a cone by the elevator!" Really? With 7 floors? Next, the fire alarms went off because they were not placed in test mode. This caused the entire property's elevators to stop working. Next, the gate access keypad went blank and could not function without the Wi-Fi from the building. The office had no communication ability to tell residents what was happening. The domino effect involved our elevator company, fire alarm monitoring company, and gate access company. This all could have been avoided if FP&L had just notified the management office in advance.

Dear Sirs,
We are a retired couple, and recently were without power for nearly 24 hours after our line went bad at 13470 SW 99 Terrace in Miami, on 7/16/21. After being told numerous scenarios by FP+L's service desk - including that there was no problem at FP+L's end and that power had been restored. It hadn't - if the problem was at our end how could the service tech have fixed anything? this left me and my neighbor stlll without power, we were finally told yet another truck had been dispatched and was in route. It was well over an hour later before it showed up, with the "Inspector" stating your office gave him the wrong address - the only invormation he volunteered the entire visit. He proceeded to put up cones around his truck, walk around, then immediately picked up his cones and got back in his truck without talking to us at all. He had acted like talking to us was distasteful, and he exhibited a sour dispostion during his visit, so I reluctantly tapped on his window to ask him what the next step was.
Long story short: he knew what I was asking and looking to clarification on, but deliberately made me ask 20 questions needlessly while sitting there appearing to be marginally tolerating my presence. I told him after getting the runaround for the past 20 hours I was "getting a little short" as I became more and more frustrated with his non-answers, and before I could ask him yet again what the plan was he told me he was leaving and issued the threat that he was the last person in the world I "want to get short with", turned away, and rolled up his window as I was still talking to him. This inspector's attitude the entire time he was visiting my event was that of not wanting to be there, not wanting to be spoken to, and then offering nothing but blatantly passive/aggressive answers to questions. He knew full well the simple question I needed an answer to and chose not to asnwer it for no reason other than to be obstinate.
When a customer calls for service, uncomfortable from a steaming house, food going bad in their fridge and freezers, water running out of the ice maker, and irritated dogs acting up, the very least the "Inspector" can do is inform the person there that he is just the inspector and that further help is on the way ASAP. That's all I needed, but your employee decided to make an unpleasant situation even more unpleasant, and make me call his office to answer a simple question he SHOULD have answered in the first place - WITHOUT being prompted to. This employee's customer skills are sadly deficient, to say the least and is the wrong person to be sent in as the first person to arrive at a problem with an account.
Clark and Julie Mann

I am unable to pay online and its exremely unfair. I had two return payments 11 months apart because I had auto payment and now I can only use speedpay and its exremely unfair. I wish I could change service to another provider. fpl account number [protected]. its already be 11 months since my last return payment. I had fpl for years without this problem. I feel like fpl treats me like scum.

REFERENCE #1370189E

4300 18th St West, Apt C207, Bradenton FL [protected].5574

I am sending you this email message because the issue hasn't been resolved.

A. FPL is adding charges to my bill on the 1st day of the new cycle every month through the "PROJECTED BILL AMOUNT", which is added to the final bill amount.

B. Darriva Evans, Corporate Resolution Specialist, was assigned to my Complaint, reference# 1370189E, has done nothing to resolve the issue but lie to me about the charges being added to my bill every month through the "PROJECTED BILL AMOUNT".

C. The 1st day of JUNE 24 cycle, my daily usage for JUNE 23 was $2.48 (no central air on) & $62.24 for my PROJECTED BILL AMOUNT.

JUNE 25 - $3.84/
50.57 (projected bill amount) No central air on for 24 hours

JUNE 26 - $5.37/
$55.47 (projected bill amount)

JUNE 27 - $7.38/
$57.16 (projected bill amount)

JUNE 28 - $9.12/
$56.41 (projected bill amount) No central air on

JUNE 29 - $10.38/
$53.50 (projected bill amount) No central air on for 24 hours

JUNE 30 - $11.83/
$52.27 (projected bill amount) No central air on

JULY 1 - $13.09/
$50.57 (projected bill amount)

D. As you can see, the only way the Projected Bill Amount will go down is when I don't have central air on and not at home - everything is OFF in my unit.

E. JULY 2-7: There has been NO Data on my FPL Dashboard so I won't know what the charges are. NO CENTRAL AIR FOR OVER 24 HOURS — STORM

F. A few times when I had NO DATA, I called corporate and it was put on the same day, but not this time and I have called and left messages stating that I have no data on my account.

G. My point is that both columns should have the same figures, same amount.

H. My final bill comes from the PROJECTED BILL AMOUNT and is added to my bill. My bill should be no more than $18-$25 a month. The daily Usage 45¢ per day — not $2+ or $3...

I. Darriva Evans doesn't need to be in charge of my Complaint because she has done NOTHING to resolve this matter and is doing someone a favor and maybe was paid not to do nothing. TAKE THIS LADY OFF MY COMPLAINT & GET SOMEONE WITH MORE EXPERIENCE and WON'T LIE WHEN I CAN PROVE THIS IS BEING DONE. This lady don't even care.

J. I do know one thing, charges are added to my bill on the 1st day of the new billing cycle and throughout the month for 30 days. All the information and figures I have came from my dashboard. This is the reason why my account has no data so I won't Complain.

K. When FPL stop adding charges to my bill (projected bill amount) — I will stop filing Complaints with PSC and go somewhere else if I have to...

L. Why LIE... ALL THE FIGURES COME FROM THE DASHBOARD.

9791 Sunset Strip, Sunrise Florida. 33322 - New poles being installed. Reviewed all poles on other properties are installed on the property lines or within 2 feet of the existing pole. At my location for unknown and deviating from other practice they have installed a pole 20ft to the east which is very awkward in appearance, not with established standard and posted directly in front of my only picture window of the house. It is distracting from the appearance of the property, devalued it and no justification for the deviation?