Complaints

This profile includes complaints for Duke Energy Florida's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Duke Energy Florida

  Saint Petersburg, FL 33711-3828

• 

  Duke Energy Florida

  2166 Palmetto St Clearwater, FL 33765-2168

• 

  Duke Energy Florida

  299 1st Ave N Saint Petersburg, FL 33701-3308

• 

  Duke Energy Florida

  580 Ash St Monticello, FL 32344-2153

• 

  Duke Energy War Rell

  5839 Athena Pl Orlando, FL 32808

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:07/18/2025

  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.

  My duke account is ************ On May 5 2025 my electric service was disconnected for an overdue balance that I inadvertently missed. I contacted Duke Energy when the server was disconnected, the same day, paid the past-due amount in full, and was explicitly assured by the representative that no security deposit would be required for reconnection. Despite that assurance, my June 2025 bill shows a $480 security depositroughly two months of service. Before this, I have NEVER received a disconnection in over 6 years.I phoned Duke two times and support staff and a supervisor declined to remove the charge or offer any accommodation, stating the deposit was automatic after a disconnect. I asked them to review the call recording from May 5; they refused.The charge is unfair because Duke Energy promised no deposit over the phone, gave no , ignored your long payment history and imposed a sudden $480 burden during a time of rising living costs. Customer support twice refused to review the call or offer relief, breaking trust. I would like Duke to remove or refund the deposit, adjust your bill, confirm that no new deposit will be demanded if you stay current.

  Business Response

  Date: 07/28/2025

  Duke Energy Florida's Response:

  On July 23, 2025, Ms. **** spoke with Mr. ***** and explained, due to a recent service interruption in April 2025, a deposit was required. ******* agreed to remove the deposit of $495.00, as a one-time courtesy, leaving a balance due of $334.11. Mr. ***** thanked Ms. **** for her assistance and expressed satisfaction with the resolution of his complaint.

  
  

  Customer Answer

  Date: 07/28/2025

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:07/09/2025

  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.

  In the middle of the summer with a 7month baby we were not offered any help or assistance with *************. 7/5-power went out for 12hrs 530pm-reported the issue. The app showed estimated restoration time at 1015pm Called business at 630pm on 7/5 to get more information on when it would be fixed as I have an 7month old baby and I needed to make a decision to goto a hotel for the night. I was told that the app would provide details and was given no other information. The app never showed the outage as being assigned until 2am. The time of restoration changed throughout the night from 1015pm to 11:59pm and then to 5am. Had I known it was going to be out all night I would have made the decision to go to a hotel. Also, the electric company would not provide any services to accommodate us at a hotel for the night nor would they give any credit for our power being out so long.I would like a credit of 250-the amount I would have been charged to goto a hotel for the night

  Business Response

  Date: 07/17/2025

  On July 5, 2025, Duke Energy Floridas (DEF) records indicate Ms. *** *********** premise experienced an extended outage, lasting 631 minutes, due to a large tree limb that broke and fell into the line,bringing down the line. When DEFs line crew arrived onsite, it was identified a tree trim crew with a bucket truck was needed. A tree trimming crew came out and completed their work, then DEF repaired the line and restored the service. During the outage, Ms. ********* contacted DEF and was provided an estimated restoral time, which was system generated, and it was explained the restoration time is subject to change depending on the work required.

  On July 7, 2025, Ms. ********* contacted DEF to request a credit due to the recent outage. Additionally, she requested tree trimming to be performed in her area to prevent future outages due to vegetation. It was explained although DEF does not provide compensation for power outages, there is no usage being consumed/billed during an outage. A work order was issued for the tree trimming request.

  On July 10, 2025, Ms. ******* *****, Associate Consumer Affairs Specialist, contacted Ms. ********* to acknowledge her complaint and discuss her concerns. Ms. ********* expressed her frustration with the delay in her service restoration and requested compensation for food spoilage and hotel *******. ***** apologized for the inconvenience and again explained DEF would not provide compensation for an outage; however, she would not be billed for consumption during an outage. Ms. ***** reviewed Ms. ********** outage history and identified her tree trimming request. Ms. ***** advised she would reach out to ************************** (**) team regarding her request. Additionally, Ms. ********* expressed concern with her higher-than-expected bills. Ms. ***** provided some energy-efficiency tips and offered to have the meter tested and a home energy audit performed, to help identify ways to lower consumption. Ms. ********* accepted the meter test and declined the audit. 

  That day, DEFs ** team performed a site visit and spoke with the resident onsite. DEF agreed to perform some hot spot tree trimming near the transformer pole. In addition, the ** team obtained permission to remove a palm tree, to be completed during DEFs cycle trimming later that year (4th quarter).  

  Later that day, DEF performed an onsite meter test. The meter test concluded meter number ******* is accurately recording consumption (Full Load ******%, Light Load ******%, Weighted Average ******%).

  On July 14, 2025, DEFs ** team advised the hot spot trimming was completed. That day, Ms. ***** attempted to contact Ms. ********* to review the meter test results and tree trimming completed. Ms. ***** requested a return call if she had any further questions. 

• Initial Complaint

  Date:07/09/2025

  Type:Order 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 **** Amsallem2287 ********************************** # ************In May 2025, after divorcing, I called Duke Energy customer service to request a name change on the contract from my ex-wife's name to my own.Never received any response, any email, or any document . But in June, I have been billed $126.46 and in July $197.57 instead of the usual $35 monthly taxes and fees.Talking to a human through the Duke Energy phone systemis a nightmare.Finally, last week, I successfullyreached somebody who made the connection. I am supposed to get an email within 10 business days because the "case" is under review!This is just not right to make me pay for some energy that my solar panels didn't stop producing because someone didn't follow the right process to change the name on the contract.I am expecting the adjustmentof my billing ASAP.

  Business Response

  Date: 07/08/2025

  Please reassign to BBB Florida

  Business Response

  Date: 07/17/2025

  On May 2, 2025, Mr. **** ******** contacted Duke Energy Florida (DEF) to place the service in his name at **************************************************************** ************ Care Specialist (CCS) identified the premise had solar installed and advised if he would like to benefit from the solar, he would need to complete the solar Transfer of Ownership **********. Amsallem declined, stating he already had solar. That day the service was placed in Mr. ********* name.

  On June 30, 2025, *********** contacted DEF to inquire why his billing did not reflect his solar production. He was transferred to ***************************** who explained he needed to complete the TOO process to receive solar credits. A text message was sent to him to apply for the solar TOO.

  On July 9, 2025, Ms.****** ***** Consumer Affairs Specialist, contacted Mr. ******** to acknowledge his complaint. He expressed his frustration that his account was not set up to reflect his solar interconnection. Ms. **** advised she would request the *** contact him to assist with the TOO process. Later that day, the *** contacted *********** and provided the TOO process information.

  On July 14, 2025, ************ TOO project was approved. Additionally, due to Mr. ********* misunderstanding of the solar TOO offer when he called to start service, a billing request was issued to adjust the recent billing to reflect his solar production.

  On July 16, 2025, Ms. **** spoke with Mr. ******** and confirmed his account is set up for net metering moving forward. Additionally, she explained DEF was adjusting his prior two bills to reflect his solar credits. Mr. ******** expressed his appreciation and satisfaction with the resolution of his concern. 

• Initial Complaint

  Date:07/07/2025

  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 made two additional payments of, 1-$62.61 (*********)) & 2-$4.80 ( #*********)on June 20 2025, leaving me with a credit of $67.41. The app states I have a credit and I take a screenshot of this, because well receipts are important when it regards a capitilistic business. I made these extra payments to get ahead of my upcoming bill which is due 07/17/2025. I check my DUKE app to see if the new bill has been updated and what my new total due is, since you know, I had a credit of $67.41. Well what do you know, my total due states the FULL AMOUNT of $174.48. Confused, I go through the payment history to verify if I made the extra payments or not. Well I made them and now my account says I have a $o balance and I owe the full amount of the bill $174.48. So at this point I know **** is up to no good again, I call DUKE, and it's been nothing but short of a nightmare. It's a 15 minute hold to talk to anyone. When I finally get someone, she asks me for the confirmation#'s to the payments I made, I give them to her, she puts me on hold, says that yes she does see that I did make the extra payments of $67.41, but told me that when peoples accounts of a CREDIT, that DUKE just takes it as their own funds, that's why my account now says I have a $0 credit and owe the full balance of my bill that is due 07/17/2025. I told her that since **** likes to steal credits from people, I want my money back, she says yes but she can't help and that she'll have to transfer me to someone else, well I'm now on hold for over half an hour. I will be forwarding this recorded call to my attorney and they will be sending out a cease and desist for the theft of my account credit of $67.41. I expect some kind of resolution for this and the fact that anytime I deal with **** it's an obvious tactic of theirs to waste peoples time so they give up and let DUKE win. Well I won't let DUKE win and I want my credit that you thieves stole from me.

  Business Response

  Date: 07/16/2025

  Duke Energy Florida is unable to provide billing or account history,due to consumer privacy, until the Customer of Record is verified.
  
  On July 7, 2025, Ms. ******* *****, Associate Consumer Affairs Specialist, attempted to contact Ms. ***** ******** to discuss her concerns. A voice mail was left requesting a return call.

  On July 9, 2025, Ms. ***** attempted to contact *********** and left a message requesting a return call.

  On July 15, 2025, Ms. ***** made a final attempt to contact Ms. ******** and left a message requesting a return call.

• Initial Complaint

  Date:07/07/2025

  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.

  In 2023 my husband passed away and in November of 2023 I had to move to ****************. I called Duke Energy to ************* I was never told that I would see a charge for Fixed Bill ******* on my last bill. When I was finally able to pay the last bill I saw the charge, I called Duke Energy and was told by customer service who advised that if I experienced anything that would prevent me from transferring my service or anything like a death in my family that caused me to stop service before the the contract was up I should be able to have that charge taken off my bill. Due to the fact that I was going through a traumatic situation I didn't right down any names just jotted a couple of notes. I eventually called back and was told that I would not be able to dispute the charge. Also I asked to be transferred to a supervisor and wasn't. I was told the representative ***** spoke with a supervisor and he said that I have to pay the charge. I find the whole experience to be very disrespectful and disappointing.

  Business Response

  Date: 07/15/2025

  Duke Energy Floridas (DEF) records indicate ************************ account was enrolled in the optional Fixed Bill (**) program. With ** a customers ********************** bill will be the same amount for 12 months regardless of how energy use changes and there are no adjustments. The Fixed Bill amount is determined by past electrical usage, historical average weather temperatures,and a program premium outlined in the terms and conditions. If a participating customer de-enrolls from the ** program or moves from their current residence before the 12-months Service Agreement period expires, Applicable Removal Charges (ARC) will apply.
  
  In November 2023, *** ******** closed her account, and a final bill was issued which included Fixed Bill ARC. The final bill was left unpaid.
  
  On July 3, 2025, *** ******** contacted DEF to dispute the *** applied to her final bill statement from November 2023. The ************* Specialist advised the final bill included the current electric charges plus the Fixed Bill ARC, which would not be waived.
  
  On July 7, 2025, *** ***** *********, Consumer Affairs Specialist, spoke with *** ******** who explained she was trying to apply for a new service account; however, had an outstanding balance she needed to satisfy, and requested to have the ** removal fee waived. *** ********* advised she engaged the assistance of ******* team with her request and would follow up with her once she had more information.
  
  On July 8, 2025, *** ********* spoke with *** ******** to advise the ** removal charge was removed, and she provided the remaining final bill amount she needed to pay to establish her new service. *** ******** expressed her understanding and thanked *** ********* for her assistance.
  
  DEF received the requested payment, and *** ******** was successful at processing her service request. 

• Initial Complaint

  Date:07/01/2025

  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.

  Reported power issue on June 13 and have corresponded with several people one ******* ******** to try and remedy the situation. Yes they are working to find the issue and trimming lots of trees but my power flickers SEVERELY during storms. My air, lights and well are not designed for this. I have sent video footage of this happening. Requested to be placed on another grid but was told engineer would have to approve......please help

  Business Response

  Date: 07/11/2025

  On June 10, 2025, Duke Energy Florida (DEF) received a report of flickering lights at *****************************. A voltage request was issued.

  On June 11, 2025, DEF responded to the voltage request and checked the voltage with an ST-500, which tested good. DEFs field technician placed a service request to the Power Quality (PQ) team for further investigation.

  On June 12, 2025, DEF completed a patrol of the feeder that serves ***************** premise, which identified some areas in need of tree trimming.

  On June 24, 2025, DEFs PQ team spoke with *** ****** to review the results of the patrol and advised the tree trimming was ************. Talley stated his premise was still experiencing flickering lights.

  On June 30, 2025, a Recording Voltage Meter (***) was installed at *** ******* premise, to monitor voltage fluctuations.

  On July 1, 2025, *** MaiLing *****, Consumer Affairs Specialist, attempted to contact *** ****** to discuss his service reliability concerns.A voice mail was left requesting a return call. That day, DEF performed a patrol of the feeder that serves *** ****** and identified a loose hotline clamp, which appeared to be the cause of the issues *** ******* premise was experiencing. The repairs were completed. Additionally, WO number ******** was issued, to spray vines, to mitigate future issues. The targeted completion date for WO number ******** is August 1, 2025. DEFs field technician spoke with ********* to advise of their findings and repairs completed. Later that day, ******** spoke with *** ****** who confirmed DEFs field technician explained the issue identified with the loose hotline clamp, which was repaired.

  On July 3, 2025, *** ***** spoke with *** ****** who requested DEF provide the data from the *** once it is removed. *** ***** advised she would forward his request to the ** team.

  On July 7, 2025, *** ***** spoke with *** ******, who complimented DEFs field technicians for promptly identifying and repairing the loose hotline clamp. He confirmed his premise is no longer experiencing flickering lights or service issues.

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23541522
  
  I am rejecting this response because:
  While their efforts and response were amazing I suffered several loses as a result of the equipment issue. **** is working with me in getting necessary repairs to my generator, pool equipment,  well and ac unit but since this is an ongoing issue I do not wish to close this case if possible. 
  Sincerely,
  
  ***** ******

  Business Response

  Date: 07/17/2025

  Duke Energy addressed the service issue concern for Mr.Talleys complaint.

  On July 7, 2025, Mr. ****** filed a claim with ******** ************************** (SCMS), DEFs claims administrator, for compensation for damaged equipment due to DEFs loose hotline clamp.

  On July 17, 2025, SCMS confirmed they have an open claim for Mr. ******* and they are waiting for additional information from him. Once received and reviewed, **** will provide a settlement offer.

  Mr. ****** may contact SCMS for updates regarding his claim.

• Initial Complaint

  Date:06/30/2025

  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.

  So today on June 30th Duke Energy once again has disconnected my electric even though I paid them on June 1st and the 1st of July isn't until tomorrow which my bill will be paid then and it is raining and storming outside and I have a. 2 year old..grand child that needs that nebulizer for her breathing treatments I would also like to point out that this is the 3rd month they have disconnected my electric twice in the same month

  Business Response

  Date: 07/14/2025

  Duke Energy Florida (DEF) provided a detailed billing and payment history from July 2024 to May 2025, in their response to ******************** Better Business Bureau complaint number ********, filed in May 2025. Additionally,the meter was tested, confirming the billing was valid and there is no refund due.

  On May 28, 2025, DEF issued a statement for $217.69 ($110.50 Current + $5.00 Late Fee + $102.19 Previous Amount Due) with a current bill due date of June 18, 2025.

  On May 31, 2025, a payment was received of $102.19, leaving a remaining balance due of $115.50.

  A credit of $.67 was applied to the account for deposit interest, leaving a balance due of $114.83.

  On June 19, 2025, DEF mailed a late payment notice for $114.83, requesting payment by June 26, 2025, to avoid an interruption of service.

  On June 26, 2025, DEF issued a statement of $240.70 ($120.87 Current + $5.00 Late Fee + $115.50 Previous Amount Due - $.67 Deposit Interest Credit) with a current bill due date of July 17, 2025.

  On June 30, 2025, the service was disconnected for the delinquent balance of $114.83.

  On July 1, 2025, a pending payment of $114.83 was received, and the service was restored.

  On July 2, 2025, *** ***** *********, **** Energy Consumer Affairs Specialist, attempted to contact *** ******** ****** to acknowledge her complaint and discuss her concerns. A voice mail was left requesting a return call.

  On July 3, 2025, *** ********* attempted to contact *** ****** and left a message requesting a return call.

  On July 7, 2025, *** ********* attempted to contact *** ****** and left a message requesting a return call.

  On July 9, 2025, *** ********* attempted to contact *** ****** and left a message requesting a return call.

  On July 14, 2025, *** ********* spoke with *** ****** who again questioned an installment plan she was provided the prior year. *** ********* confirmed the billing and payment history was reviewed, and the billing is valid. This information was provided when she filed her prior complaint. *** ****** stated she could pay the current balance due of $125.87, by August 1, 2025. *** ********* agreed to secure the account from disconnection through August 4, 2025, for ********* to apply her payment. 

  
  

• Initial Complaint

  Date:06/26/2025

  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.

  I have contacted Duke Energy in the past, They have said they have solutions but never really helped. This needs to go up to a very high up manager, higher then before. We unplug things that can be unplugged when we are not using them, fans, phone chargers etc. we follow all the effiancy tips, **** has been out here. But there is something going on in the office or something because my budget bill is still going up . We have not changed anything, we have taken more steps to reduce not increase. There is cetainly a problem with the billing. I have reached out to them directly several times and they only offer solutions that are very expensive to me as the consumer, when this has got to be on their end. Like I said we do not leave lights on, unplug things etc. I have efficent ACs, dishwashers, washer dryer etc. they know this they were out here recently. If they dont fix the issue , i have a connection in my governors office and will reach out

  Business Response

  Date: 07/11/2025

  Duke Energy Floridas (DEF) records indicate ****************** account is enrolled in the Budget Billing (**) program. ** is an optional payment program designed to help residential customers by equalizing payments.Quarterly account reviews and automatic adjustments keep payments in line with actual usage.
  
  On February 14, 2025, *** MaiLing *****, Consumer Affairs Specialist, attempted to contact Mr. Street to acknowledge receipt of his complaint and discuss his billing concerns. A voicemail was left requesting a return call.
  
  On February 17, 2025, *** ***** contacted Mr. Street who inquired about his higher-than-expected bills. ******** reviewed the account and explained the meter readings were actual, not estimated, and enrollment in the ** program is optional. *** ***** recommended he visit DEFs website at ******************************* for energy-efficiency tips and to monitor his daily consumption. *** ***** offered to have the meter tested and have a Home Energy Check (HEC) performed, to help identify ways to reduce energy consumption, which he accepted both offers.
  
  On February 18, 2025, the *** was scheduled for February 21, 2025. That day, DEF performed an onsite meter test. The meter test concluded meter number ******* is accurately recording consumption (Full Load ******%, Light Load ******%, Weighted Average ******%).
  
  On February 19, 2025, *** ***** contacted Mr. Street to review the meter test results and confirmed his HEC appointment for February 21, 2025.
  
  On February 21, 2025, DEF completed the home energy audit and provided the following recommendations:
  Consider having the duct work inspected/replaced (under the house).
  Have the insulation levels checked and add insulation if needed.
  Set the A/C thermostat at 78 degrees or higher when cooling the home and ***** Fahrenheit degrees when away from home for more than 5-6 hours.
  Set the thermostat when heating the home between ***** degrees.
  Continue to have the A/C and heating serviced with a licensed A/C contractor at least once a year.
  Install window film/tint on the windows or consider upgrading to ENERGY STAR certified windows.
  Additional energy-efficiency tips and rebate information were provided. That day, *** ***** attempted to contact Mr. Street to further discuss his concerns.A voicemail was left requesting a return call.
  
  On June 27, 2025, *** ***** spoke with Mr. Street who expressed his concerns regarding his higher-than-expected consumption and billing. *** ***** explained there are many reasons for a higher-than-expected electric bill; however, DEF cannot determine what is causing the consumption in the home. DEF can provide energy efficiency information; help troubleshoot to identify causes of increased consumption and ensure the accuracy of the meter. ******** confirmed the meter was tested, which tested accurately. Additionally, an HEC was performed, and recommendations were provided to assist with identifying causes of higher consumption, and energy efficiency tips were provided to help reduce consumption. It was recommended he have the attic installation and duct work (under the house) inspected. Mr. Street advised he has not been able to inspect the attic insulation due to access issues. He also mentioned he added a ductless A/C unit and had replaced the **** unit within the past few years. He keeps the A/C unit set at ************************************ his living room. He stated he had the floor vents checked, and it was identified that the vents in the living room are not as strong as they should be.
  
  On June 30, 2025, *** ***** spoke with Mr. Street who had inquired about having the meter replaced, and *** ***** explained DEF confirmed the meter is accurately recording consumption; therefore, does not need to be replaced. Mr. Street stated he contacted an **** company who will be coming out to check his duct work under the home. *** ***** offered a payment arrangement; however, Mr. Street stated he could satisfy the balance by July 18, 2025. *** ***** secured the account through July 18, 2025, as requested. 

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23521924
  
  I am rejecting this response because: they advised when they came to my house . Their tech said that my pipes under the house were broke and no insulation . Miss ***** suggested a place for repairs . Their repair *** said they were perfectly fine 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/16/2025

  There are many reasons for a higher-than-expected electric bill; however, Duke Energy cannot determine what is causing the consumption in the home. Duke Energy can provide energy efficiency information; help troubleshoot to identify causes of increased consumption and ensure the accuracy of the meter. Duke Energy tested the meter, which confirmed it is accurately recording consumption. Additionally,a home energy audit was performed at Mr. ******* premise and energy efficiency tips/recommendations were provided to assist with lowering energy consumption.Duke Energys Energy Efficiency Specialist who performed the home energy audit provided the following information in their report, which was also provided to Mr. Street (verbatim):

  The Duct work is under the house with very limited access to it. Replacement may be needed at some point but it would be a challenge to do it. I was not able to check the insulation in the attic because there is not an attic access/door available. In the future, you may want to have a licensed contractor built an access door in the ceiling in order to see the levels of insulation in the attic. Duke Energy recommends an R-38 value for the insulation level. (R stands for resistance to heat and the higher the number the better the insulation).

  Windows - Energy-efficient windows help insulate your home and save you energy and money. You currently have single pane windows. Duke Energy offers a rebate of $2.00/square foot of glass (up to a maximum of $400 for the whole house) for any windows you replace on the east, west, and south side of your home. We do not offer a rebate on north-facing windows or sliding glass doors. The new windows must be double pane Low E windows that meet ***** specifications.

  If your home qualifies for our HVAC replacement rebate or our high efficiency window replacement rebate, please use the following link to apply for your rebate: Duke Energy ************* (*************************************).

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23521924
  
  I am rejecting this response because: this is factually incorrect .  Number one , I have a brand new central air condition system .  Number two , I dont have an attic and I told you this .  Number three , someone you recommended to me , went under the house and the duct work is perfect , so youre lying . 
  number four ,  inland ************** - ****** does not require double pane - only the costal regions do .  Irregardless , all my windows are freshly caulked and sealed.   There is something dishonest going on here . Everyone in community is complaining about the same things . Escalate this higher 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/25/2025

  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.

  We were out of the country due to a death in the family. The account went 10 days past due and they shut off our power after 4+ years of on time payments. When we were notified that the power went out an immediate payment was posted and power was back on within an hour. On our current bill they are now requesting $730.00 deposit !!! This is the equivalent of 3+ months of power. I feel this is an extreme amount to be forced to pay as **** has a monopoly in my area and there are no other chocies for providers. When I contacted **** and told them there was no way I could possibly pay this much the only other alternative was to split it in 2 payments of $365.00 and they will keep this money for a YEAR. **** does not care at all about the customer and only the money they can take from them without recourse. I'm hoping to get some solar system in ********** as they dont deserve my business anymore.

  Business Response

  Date: 07/01/2025

  On April 11, 2025, a late payment notice was mailed, requesting payment by April 21, 2025, to avoid an interruption in service.

  On April 23, 2025, the service was disconnected for the delinquent balance. That day, a pending payment was received,and the service was restored.

  On April 25, 2025, a letter was mailed advising due to the recent service disconnection for non-payment, a deposit was being assessed to the account.

  The deposit was billed on the June 2025 statement.

  On June 25, 2025, Duke Energy Florida received Mr. **** ****** complaint filed with the Better Business Bureau.

  On June 26, 2025, Ms. ***** ******, Consumer Affairs Specialist, contacted ******* to acknowledge his complaint. Ms. ****** reviewed the account, and explained the deposit was accessed due to the interruption of service for non-payment. Ms. ****** agreed to waive the deposit as a one-time courtesy. ******* thanked Ms. ****** and expressed his satisfaction with the resolution of his complaint. 

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair 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.

  I just noticed that **** has signed me up for their Energy Wise program, despite not discussing this with me, also, not providing the credits I would receive if I had legitimately signed up for the program. Per ****, you are supposed to fill out the form, they schedule a **** employee to come to your home, only then can you start the program. I was unsure why, but I did notice that my water heater had been turned off by them before, but as I didn't sign up for the service, I didn't realize that was the reason my water heater was off. I am not sure who they are giving my "discount" to, but I have been through my bills and I have received no such discount. I also read in Jan of 2025, my bill should have gone down. Not only did it not go down, it increased significantly. This is not the first time I have had Duke manipulate my bill. At my previous apartment, I lived there for two years and was billed and forced to pay ****** over two years. I live in govt housing, and **** openly admitted multiple times that my bill was absolutely incorrect, yet they did nothing but test their meter, citing their meter was ok and as the apartment was pulling the correct kWh and as the bill was in my name, I was responsible, so due to their over billing, I was unable to pay my personal bills and defaulted on everything, causing my credit to be destroyed.

  Business Response

  Date: 07/16/2025

  Duke Energy Floridas (DEF) EnergyWise Home (***) Program allows Duke Energy to temporarily interrupt power to certain appliances during times of peak demand. In return, participating customers receive a monthly credit.
  
  On June 26, 2025, *** ******* *****, Consumer Affairs ******************************** ***** to acknowledge receipt of her complaint and address her concerns. *** ***** inquired about the *** device at her premise and expressed her belief the device was powering down her water heater and she was not receiving credit in return. *** ***** explained the *** program and advised she would engage the assistance of the ** team with her concerns.
  
  On June 27, 2025, *** ***** spoke with *** ***** who stated she wanted the *** device removed from her premise. *** ***** advised she would forward her request to the ** team.
  
  On June 30, 2025, DEFs ** technician completed a site visit, confirmed the ** device was active, and removed the device.
  
  On July 1, 2025, the ** team advised that due to a technical issue, ******** did not receive the welcome letter advising the premise was enrolled in the *** program; however, the device remained active. The ** team confirmed the prior resident participated in the winter program and the *** device was set up to operate during the winter months. As a goodwill gesture, the ** team advised they would credit *** ***** account for both summer and winter.
  
  On July 2, 2025, *** ***** contacted *** ***** and reviewed the information from The ** team. *** ***** advised a credit of $102.50 ($68.00 Summer + $34.50 Winter) plus applicable taxes were applied to her account, leaving a balance due of $288.60 ($407.99 June **** -$102.50 - $16.45 Taxes - $.44 Deposit Interest Credit). *** ***** expressed her appreciation for *** ****** assistance. 

  Customer Answer

  Date: 07/17/2025

   
  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. I thank you for looking into the matter and admitting there was an issue with my property and promptly taking steps to rectify the situation while attempting to make me whole again. I truly appreciate it.  That is not always the case, and for that I am truly grateful. The executive member as well as the technician were very prompt and polite, as well as apologetic to me for the error. Both worked very quickly to  assist me and solve the problem.  
  
  Sincerely,
  
  ******* *****