Menu
Duke Energy Customer Service Phone, Email, Contacts

Duke Energy
reviews & complaints

www.duke-energy.com
www.duke-energy.com

Learn how the rating is calculated

1.2 532 Reviews

Duke Energy Complaints Summary

33 Resolved
497 Unresolved
Our verdict: If considering services from Duke Energy with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
Verified
The authenticity of the customer service contact information for Duke Energy has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Duke Energy. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Duke Energy reviews & complaints 532

Filter reviews by rating
5
0 review
4
0 review
3
0 review
2
0 review
1
2 reviews
Sort by:

Newest Duke Energy reviews & complaints

ComplaintsBoard
L
2:26 pm EST

Duke Energy senior citizen power cut-off and broken promises on when it would be back on.

Sun Dec 9 0330 We lost power. Called and reported power outage approximately 0339. Called and updated large tree had power line across the road. Also mentioned we live on a dead end road and mother was 80 and couldn't get out for an emergency. I was told our priority would be upgraded. Later when tree removal crew was in our vicinity Earl spoke with them. They said they had not been notified of a downed power line across the road, by a fallen tree.
Mon Dec 10 1630 Power back on
Mon Dec 10 Aprox 30 mins later Duke Energy came by inspected damage saw main feed conduit broken and disconnected he power was in the middle of cooking and needed to shower. I asked one of the workers what was required to get it back on. He said we needed to have the conduit replaced. I asked once it was what we were to do, who to call? He said I could call Duke Energy.
Tues Dec 11 spent this day looking for an Electrician. Mom called several church members.
Wed Dec 12 I removed the conduit, went to Lowes and replaced the conduit and called Duke Energy. They said it req'd an inspection. They gave us the number to Permits section. Contacted Permits and they said we would need to get an Electrical Permit. We went down to that office. We filed for the permit and since I did the work was reg'd to go to Register of Deeds section and complete another form that said she could not rent or sell for 2 years, paid $10 for that form and then $5 to get it Notarized (1444 hours). Went back to Permits section and completed and paid for the Permit $30 (1453 hours) Permit# 18-12903. We were told to place the permit on the Meter box where the repair was completed. When we asked about how we would be notified we were told once the Inspector completed the inspection, he would file the results by 0830 on Thu Dec 13.
Thu Dec 13 my mother called Duke Energy numerous times throughout the day to check to see if the inspection passed. Finally late in the day she was told that Inspection had passed. We were told the workorder was 111902391248.
Fri Dec 14 started calling Duke Energy to see when power would be restored, inspection results had not been updated in the computer. Waited and called all day. She was told power would be restored today.
Sat Dec 15 0900 No Power still. SCalled the main #, closed. Called the Power Outage # and spoke with Shawn at Aprox. 1000 AM. Shawn said we had reached the Emergency outage we told him our situation. He said he would try to get someone scheduled to come out.
Sun Dec 16 No power yet didn't want to waste our time.
Mon Dec 17 Morning we rec'd several calls about someone coming out. Finally sometime around 1200-100 got power.
We called claims and at 800-541-0139 to claim all her food that spoiled in refrigerator. Claim# 3018877350001. Took pics. Told we would receive a call from someone from claims. 2 Weeks later and no call.

Read full review of Duke Energy
Hide full review
ComplaintsBoard
M
3:58 pm EST

Duke Energy duke or asplund (sp?)

Some time recently either your subcontractor or your employees were in my neighborhood cutting trees from power lines. They left my gate open, they tore up my yard, tire tracks everywhere, brush left in the yard and hanging over the fence. Is this your normal way of doing business? What would your response be if I didn't have another gate sectioning off the top portion of my yard, and my dogs would have gotten out of the open gate I can't see from my house? I would expect public service companies to act in a more professional and customer oriented fashion than this.

Read full review of Duke Energy
Hide full review
ComplaintsBoard
T
6:20 pm EST

Duke Energy residential service complaint

My name is Tiffany Davis [protected]. I am a 10 month employee with Charlotte Mecklenburg Schools. My service was disconnected a few weeks ago. On a Monday I called and made the payment through the automated system it said my payment was accepted. I had no reason to think there was a problem. On Wednesday when I returned home my power was off. It was around 4:15. I began calling and trying to submit another payment. At this time the system would go al the way to the end and say my payment has been declined. After several attempts I contacted my bank to check my account. I had more than enough to cover the payment . I again attempted to make the payment the system again rejected my payment. I contacted a live customer service rep at SECU they stated that they see where I tried to make the payment but some how Duke Energy's system is putting in the wrong expiration date each time. I called Duke energy and pushed 0 several times to speak with an operator because it was close to 5 and it states after 5 it could be the next day that turn the power back on. I then used a gift card and another bank card and paid some of the bill the system had no problem and charged me the $1.50 for each transaction. I then contacted SECU again and told them they again told me that Duke system has an error. I had them check to make sure no one had taken my money out of the bank. They said no call duke back and explain. I called Duke back and waited through the message until it allowed me to speak with someone. At that time I explained what happened and that I would like this problem to be resolved. I was told a supervisor would contact me in 48 hours but no one called. The next week I received a email and a $200.00 reconnection fee had been added to my account. I called and spoke with a supervisor and she advised me that because I pay late that duke decided to charge me the reconnection fee. She said that if I were in right standing with them and paid on time and had never ever had a disconnect they could have waved the fee. I told her that does not seem fair that I work and live paycheck to paycheck but have not had my services disconnected in years. I pay late but not get it cut off. And any how this is your automated systems problem. Now I receive email s and telephone calls that the entire $200.00 plus the monthly bill is due by 12/26/2018 or my power will be cut off again. I would like someone to research this for me. I know that the notes are there so what I have described is noted in your system. I would also like for someone to listen to all the recordings and hear the way the gentleman talked to me the first day like I was a thief and liar. Also the way the supervisor the next week talked to me as if I were the same a thief and liar also poor and ignorant. This situation has stressed me out so bad. My daughter is a senior in High School this year. Because of all this mess up with my finances and using my other accounts to pay entire bills instead of what was due. I am struggling to provide gifts for her at Christmas. I will have to go to Crisis Ministry to ask for help with this bill. I am embarrassed and feel shamed. Please contact me ASAP to let me know what you all discover. Check to see if what I explained about the system is what happened. I would not be going through all this if it was not true. I try to live my life up right and loving and respecting people.

Thanks In advance, Tiffany Davis

Read full review of Duke Energy and 1 comment
Hide full review
1 comment
Add a comment
H
H
Hunter London
, US
Jan 19, 2019 8:46 am EST

Duke Energy is for Duke Energy not the CUSTOMER.

ComplaintsBoard
S
6:16 pm EST

Duke Energy too many past due calls

I get it Duke Energy! I know I have a past due balance and it will be paid! I do not need 6 phone calls, 3 text messages, and 2 emails in less than 6 hours to remind me. It would be just like you to turn off the lights and heat for 2 disabled senior citizens who are on a fixed income during 20 degree weather. It will be paid as soon as our SSI disability check arrives. Got to make sure your CEOs get paid don't we!

Read full review of Duke Energy
Hide full review
ComplaintsBoard
H
12:17 pm EST

Duke Energy solar panel installation delay

We had the installation of our solar panel on our home completed in mid October. An application to approve the change of the meter and activation of the panels soon followed. Duke confirmed that they received everything when I called in November. They have taken no action at all. We are senior citizens who live on fixed income and cannot pay month energy bills of 300-400 dollar monthly from Duke. We are struggling to survive and took out a loan to install the solar panels which will start payment this month. We can not pay both the energy bill and the solar payments and having been contacting the department that handles this weekly in desperation. Please help to expedite this. We live on 13125 Glenview Lane, Grand Island 32735. My name is Hilda Ortiz and my phone is [protected]. Please, please help us. I will soon have to go dark and without heat soon.

Read full review of Duke Energy
Hide full review
ComplaintsBoard
D
3:47 pm EST

Duke Energy power

Would like to complain about the recent power outage that has happened because of the snow storm that started 12/8/18. On several occasions Duke Energy was called to get updates on the outage in my parents neighborhood. On all occasions I was told there were not updates and that I would be notified as soon as the power was on. My parents are in their late 80's and one has demetia. I was never notified that their power was back on. I found out by going to their residence. I was told every time that I called that I would be notified on my cell phone and they recited the number to me. I never received a text and still have not. Not sure about your system but it does not work. The map on line was not accurate either. Then when you see duke energy employees in an Ingles parking lot throwing snow balls doesn't look good. I also work for a clinic that patients need dialysis and the power at the clinic is still not on. A medical facility should get priority. We understand we are not the only people without power but very frustrating when system does not work.

Read full review of Duke Energy
Hide full review
ComplaintsBoard
M
3:37 pm EST

Duke Energy waiting for power to be ran to home...

I have been waiting for power to be ran to my home for almost 30 days now. I just received a phone call and an automated message telling me my power was now going to be moved out from December 14th to December 20th which will then be more than a month past my request date. (my request date was 11/15) I had hopes of being able to move into the home awaiting power as the lease where I have been staying will be up this Friday December 14th. We have recently had some inclimate weather in this area the past few days, but that still does not compensate for such a long wait time. I feel as if there should not many others getting new power lines ran at this exact same time. Please let me know if there is any way to speed this process up. Thanks.
Regards,
Matthew Mclean

Read full review of Duke Energy and 1 comment
Hide full review
1 comment
Add a comment
J
J
jamespenley
, US
Jan 26, 2019 9:06 am EST
Verified customer This comment was posted by a verified customer. Learn more

they tell you they are on their way but they don't show up when you call back to see why they change the date

ComplaintsBoard
N
2:30 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Duke Energy billing

Received November's bill...paid in full. I checked my online account and noticed a high amount still due, I called and asked what the amount was for and was told they had applied a security deposit to the account in the middle of the month. After some research i found through their own website the max deposit is $250...they are attempting to charge me twice that with no explanation. Poor poor business practices.

Read full review of Duke Energy
Hide full review
ComplaintsBoard
P
2:55 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Duke Energy power was cut off without notice because they misapplied the payment

Online bill pay was sent on time...The power was cut off without notice at my rental home in Pendleton South Carolina. Payment had been misapplied by DUKE ENERGY and no notice given. Power was turned back on, food spoilage claim filed, and I had to pay extra charges until I could provide proof from my bank that it was paid. It took the bank a week...So I now have a $449.82 credit plus they charged for an additional security deposit of $129, that they took out of my credit balance. Plus they denied the food spoilage claim and won't refund the deposit. Very shoddy customer service. Customer service supervisor told me I could mail her boss, the CEO, a complaint because she could not help me, seriously really?

Read full review of Duke Energy
Hide full review
ComplaintsBoard
C
8:07 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Duke Energy pipe crushed

Dear Sir/Madam,
I am the resident of city of Winston Salem and my address is 4209 oak pointe drive, 27105. The drainage pipe of our house got damaged and water is seeping out and soaking our yard and the side of our house. This incident occurred the first week of September 2018; we included photo evidence in our complaint to the city. We saw a few men working on our street with heavy machinery, so we filed the complaint to the Department of Risk Management in the City of Winston Salem and they sent a technician there to [censored] the cause of damage. I was told that due to passage of heavy machinery there was a back flow of drainage that cause the pipe to burst. I was told through the City that the machines belong to Duke Energy. We would like this incident resolved as soon as possible because it is causing excess damage to our property.

Read full review of Duke Energy
View 0 more photos
Hide full review
ComplaintsBoard
M
3:27 pm EDT

Duke Energy power surge

My fans was going up high and low lights flickering, tv, refrigerator, large fan, stoped working i called duke energy, they sent someone out. The worker that came out said the problem was there fault that the line was not suposed to be run copper to aluminum that it had become crowded and that was the problem. He said to file a claim for our damaged with duke energy.

Read full review of Duke Energy
Hide full review
ComplaintsBoard
C
9:18 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Duke Energy proper notifications and reroute

We've had multiple outages in our area due to maintenance. We all understand that these things occur however due to the length of the extension of the maintenance we (the community) should've been provided proper notification to be able to work around the issue and re-route of traffic for those that live on the street. The foreman have been rude and have blocked us on both end of the street and they are reluctant to move vechiles and/or cones just to be able to get out. This has been going on for weeks! They've removed all the street lights and it's extremely dark and unsafe to return home to as a single woman. I've express my concerns to the supervisor over the foreman who simply told me call into Duke for complaints ... I feel as though no one is addressing our concerns and will report this to PUC

Read full review of Duke Energy
View 0 more photos
Hide full review
ComplaintsBoard
T
4:11 am EDT

Duke Energy underground installation

Since Hurricane Florence my family of six has been displace from our previous, so we're basically homeless until Duke Energy come and install underground wires at our new doublewide, previous date was Oct 08, 2018, and was told that because of the storm the date would not be affected. Now it's Nov. 26, 18 before they will come out. I have 3 school-age children and 1 toddler, this is very rough on our family without where we will be staying from week to week, because the power company is simply dragging their leg. Something needs to be done, no one should have to wait this long if they are deemed homeless.

Read full review of Duke Energy
Hide full review
ComplaintsBoard
R
10:51 am EDT

Duke Energy energy wise program broke my coils while installing sensors

On September 10, 2018 Duke sent a technician to put a sensor in my home for Florida energy program. My AC was working fine and I normally keep it at 75 during the night and 78 during the day. Soon after he started working in my evaporator intake in my garage, their technician dropped something and my AC stopped working. I went outside and he was standing looking on the right side of the top of the evaporator. He told me he had to fix a wire and needed to call his supervisor. He spent a few hours in the phone and my AC would not turn on. Around 9pm his supervisor with another man (now I know was from the company Duke hires) came and they re started my AC.
At the moment before they left, I told them that the air was not cooling the house, and they told me it would take a while to cool down because the AC had not worked for many hours. A couple of days later I call them again telling them that my house had reached 87 degrees even-though the AC was working 24/7. They try to say that it was my condensor that had a leak and I called a 3rd party and checked it out. It was not my condensor but the coil under the location where their technician had dropped something. They came again and asked me to go inside the house to turn on the AC and when I went back outside the three people were around my condensor and the owner of the company that Duke hired was kneeling by the pipe. He used his tool and said "look here is the leak and it sounded loud and clear". I had had a AC company come a few days before and he went inch by inch and there was definitely no leak there. I got suspicious and told them that. As soon as they left, I called my AC guy who tested it again inch by inch showing me everything he did, and there was not leak there. However, he had tested my AC evaporator and the leak was right under the right side where their technician was working and had dropped something.
Duke and the company they hire are trying to say that the tech drop his tool in the floor but it doesn't make sense. My evaporator froze after they damaged my coils. I had my AC guy add freeze on and last week, I had it tested again and my AC freeze on again has leaked to low numbers of 32 psi. I am so disappointed of Duke not fixing the problem and leaving it to me to deal with an expensive problem.
I want Duke to fix my coils and refund me what I have spent in putting freeze on again.

Read full review of Duke Energy
View 0 more photos
Hide full review
ComplaintsBoard
C
2:33 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Duke Energy duke didn't provide notice was disconnecting power!!

I am complaining because we didn't receive notice from Duke Power that they didn't receive good funds for our monthly invoice and they disconnected service without notifying us. Duke was charging our checking account for the monthly bills but unfortunately that account had been closed due to someone hacking the account and putting through unauthorized charges. In hindsight our reviewing of all the automatic disbursements we made form that old checking account wasn't sufficient as in this case Duke debited the account and it didn't show up on eBills. Once the power was disconnected we called and identified the issue and made payment on the phone at that time. However given Duke didn't notify us that their automatic debit of our checking account had failed we don't think that we should have to pay a $40 fee to have had the service turned back on. A representative of Duke said the notices didn't go out due to the impact of the Hurricane in NC. I am sympathetic to the devastation the hurricane caused but would suggest that if they don't send notices about disconnecting power that they refrain from taking the major step of turning power off, especially when it is 90 degrees at the house.

Read full review of Duke Energy and 1 comment
Hide full review
1 comment
Add a comment
F
F
Free Solar Quote NC
, US
Oct 24, 2018 3:45 pm EDT

Charles,
I am sorry you had to deal with the power outage and charge to your account. I would love to put together a free solar quote for your home so that this doesn't ever happen again. The great thing is there is a program where Duke Energy will pay you to go solar so that it doesn't cost you anything out of pocket. You will have a lower solar bill which will never go up that replaces the Duke Energy bill which is going to increase over 32% over the next 5 years. Please contact me and we can develop that free design for you to see what a great option it is. Please email paul.safrit@sigorasolar.com or call [protected].

ComplaintsBoard
K
6:56 am EDT

Duke Energy loss of appliances

Duke energy tells us we have power restored. However, they didnt change the transformer on our line. we had partial power and surges in our house. Now we have lost our stove and fridge. I dont understand why they arent responsible. They didnt complete the job and turned our power on. How are we responsible to replace them. They worked before we lost power. Duke Energy turned it back on. Its very unfortunate.

Read full review of Duke Energy
Hide full review
ComplaintsBoard
D
11:20 am EDT

Duke Energy service

First we where told power to be restored by Oct 13th by 11 a m. Well everyone in my neighborhood good has power 8 of us on bluebell lane. For some reason Duke power thought our power was on. Plus my neighbor has a line down. By the systems duke uses thinking we have power when we called to report we still do not have power moved our time to Oct 15th my 11pm.

First Duke needs to address their system so this will not happen showing we have power when we did not. Also they should keep their commitment to original data provided to us.

Read full review of Duke Energy
Hide full review
ComplaintsBoard
S
6:00 pm EDT

Duke Energy duke energy employee

On caraway mountain in Asheboro NC there are about 15 workers who have blocked the road to fix a transformer.

1. That's great, glad they're fixing it no complaints there.

2. A worker called me a [censored]...and told me to slow down. I was going less than 35 upon approaching since 35 is the speed limit and I knew the road was closed.

Not cool.

No matter your position in the situation calling someone a derogatory name was not warranted. I said nothing. I only heard it because I had my window rolled down and was going to ask for an alternate route since I didn't know of one.

Read full review of Duke Energy
Hide full review
ComplaintsBoard
W
3:46 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Duke Energy power outage reported 12:55pm thursday

Just found out it will not be restored untill 11:50pmMonday Oct 15. The outage was reported Thursday at 12:57 PM I know this because I reported it! 5 days with no power. I'm very sick and laying here in the dark no food, water, shower. Just makes no sense. 200 dollars worth of groceries ruined and not replaceable. No money to eat out. Cant leave house anyway cause of sickness

Read full review of Duke Energy
Hide full review
ComplaintsBoard
J
10:21 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Duke Energy billing disclosure

When transferring service to my name in between tenant, I was never informed of a connection fee and tax. When calling customer service to express my concern and indicate I would have never transferred service if known - they indicated nothing could be done.

I'd like a resolution to this as I do not feel it is fair to pay a fee I was never informed of. I've been a long term customer and feel there is a way that this can be corrected - yet customer service says nothing can be done at this point.

Read full review of Duke Energy
Hide full review

Duke Energy In-depth Review

Company Overview: Duke Energy is a leading energy company that provides reliable and sustainable electricity to millions of customers across the United States. With a strong presence in the industry, Duke Energy is known for its commitment to innovation and customer satisfaction.

Services Offered: Duke Energy offers a wide range of services to meet the diverse needs of its customers. From residential to commercial, their services include electricity generation, transmission, and distribution. They also offer energy efficiency programs and renewable energy options to promote sustainability.

Pricing and Billing: Duke Energy provides transparent pricing and billing options to ensure customers have a clear understanding of their energy costs. Their rates are competitive and they offer various payment methods, including online bill pay and automatic payment options, making it convenient for customers to manage their energy expenses.

Customer Service: Duke Energy prioritizes customer satisfaction and has a dedicated customer service team that is available to assist customers with any inquiries or concerns. Their representatives are knowledgeable, friendly, and strive to provide prompt and efficient solutions to ensure a positive customer experience.

Reliability and Performance: Duke Energy is known for its reliable and consistent energy supply. They invest in modern infrastructure and advanced technologies to ensure uninterrupted power delivery to their customers. With a strong focus on performance, Duke Energy consistently meets and exceeds industry standards.

Environmental Impact: Duke Energy is committed to minimizing its environmental impact and has implemented various initiatives to promote sustainability. They have invested in renewable energy sources, such as solar and wind power, and actively participate in environmental conservation efforts to reduce carbon emissions and protect natural resources.

Community Engagement: Duke Energy actively engages with the communities it serves through various initiatives and programs. They support local organizations, promote education and workforce development, and actively participate in community events. Duke Energy's commitment to community engagement is commendable and contributes to the overall well-being of the communities they serve.

Accessibility and User Experience: Duke Energy's website is user-friendly and accessible, making it easy for customers to navigate and find the information they need. The website provides a range of self-service options, including bill payment, energy usage tracking, and outage reporting, enhancing the overall user experience.

Overall Satisfaction: Overall, Duke Energy is highly regarded for its reliable service, commitment to sustainability, and customer satisfaction. Their dedication to innovation, community engagement, and environmental responsibility sets them apart in the energy industry.

Pros: - Reliable and consistent energy supply - Transparent pricing and billing options - Excellent customer service - Commitment to sustainability and environmental impact reduction - Active community engagement

Cons: - Pricing may be slightly higher compared to some competitors - Limited availability of renewable energy options in certain areas

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Duke Energy customer service

Website

www.duke-energy.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Duke Energy?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Duke Energy Customer Service. Initial Duke Energy complaints should be directed to their team directly. You can find contact details for Duke Energy above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Duke Energy. Discuss the issues you have had with Duke Energy and work with their customer service team to find a resolution.