ComplaintsforFPL Energy Services Inc

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recieved a call from ************ where call I'd states FPL Home Services. I missed the call called back and it was a different company name stated. I asked which company is it and I was hung up on. Dear FPL if this is who you select as partners you will never get business. My request is to never receive a call from anyone that is not paid a weekly check by FPL as an employee.

  

  Business response

  07/05/2024

  Please note that FPL's records are confidential, and the customer's account *** only be discussed with the customer of record. However, please accept this as confirmation that FPL received ****************** complaint on July 2nd, 2024, and has made multiple unsuccessful attempts to contact him by telephone. Messages were left on the customers answering machine requesting a return call. If and when the customer contacts FPL, their concern will be addressed.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November 2021. I entered a contract with FPL Stress free to install a new ac unit as my house did not have central ac. The contractor was Sunshine ac contractors. The owner, *****, was nice at first and had a engineer involved due to the uniqueness of my house. Construction started fine but then the electrical person took over 2 weeks to show up. ***** had me call the building permit office for *************** to see if the electrician had paid for a permit. ***** was upset it took so long and offered $500 due to the delay. He then stopped responding as he knew I was annoyed with his services, lack of quality employees. Once the ac was completed, I signed all paperwork for completion. I immediately called FPL Stress Free and told them he was a ***** and in between all of this found out he was not BBB rated as promised by Stress Free, he was a d- for his last company. I informed the Asian speaking person and she apologized and stated they would pay the first month and get to the bottom of this error. I never saw the promised $500, nor did FPL Stress Free pay any payment. I continued to call and complain but no one returned my calls. I waited one year plus 5 days and demanded an ac cleaning as this is a breech of contract. Sunshine finally came and cleaned system once, promised filters and I have not heard from them since. I continued to call FPL Stress Free and got no return calls. My husband and I have paid for all filters and servicing since. FPL Stress free is now demanding I pay $2800 plus for non payment or they will put a lien on the property and come take the unit. I have offered to remove the overdue bill and I would start paying. FPL Stress Free offered to remove $700. I have had no more contact with the collector, ***, and FPL Stress Free continues to request payment. ***, the collector, literally called me over a year after requesting/demanding a Manger call me to discuss this issue. FPL Stress Free is in full breech of contract.

  

  Business response

  04/10/2024

  Please note that FPL Homes records are confidential, and the customers account *** only be discussed with the customer of record. However, please accept this as confirmation that FPL Home received ******************* complaint on April 2nd,2024 and the customer does not agree with ********************* resolution.

  Customer response

  04/10/2024

  FPL Stress Free has contacted me twice, once to let me know they are looking into it. A second call today was made to me offering $1250 off the balance due. FPL Stress Free continues to deny they have done anything wrong. The contract I signed with them ensures they will complete 2 services a year as well as the filters to be changed every three months. FPL Stress Free has not completed services for over a year and a half nor any filter replacements. They refuse to admit they have breached our contract. I am willing to drop tp $2000.00 off the back bill and removal of all interest fees and return to paying the bill but FPL Stress Free needs to fix the airflow appropriately. The contractor added an engineer for which he was a scam just as much as the contractor. FPL Stress Free continues to lie about the contractor as well. Sunshine HVAC is still completing services, I was directly told by ********, the first collector, the company is no longer a contractor for them. Sunshine lists they are a FPL Stress Free contractor on the website. 

  I have spent $1250 alone on services for which my husband and I should have never spent, on upkeep on the system FPL Stress Free states they want to ensure is maintained.  ******** a missed target as if I didn't care, I would have never serviced it using my own monies. 

  Customer response

  04/10/2024

   
  Complaint: 21520723
  
  

  FPL Stress Free has contacted me twice, once to let me know they are looking into it. A second call today was made to me offering $1250 off the balance due. FPL Stress Free continues to deny they have done anything wrong. The contract I signed with them ensures they will complete 2 services a year as well as the filters to be changed every three months. FPL Stress Free has not completed services for over a year and a half nor any filter replacements. They refuse to admit they have breached our contract. I am willing to drop tp $2000.00 off the back bill and removal of all interest fees and return to paying the bill but FPL Stress Free needs to fix the airflow appropriately. The contractor added an engineer for which he was a scam just as much as the contractor. FPL Stress Free continues to lie about the contractor as well. Sunshine HVAC is still completing services, I was directly told by ********, the first collector, the company is no longer a contractor for them. Sunshine lists they are a FPL Stress Free contractor on the website. 

  I have spent $1250 alone on services for which my husband and I should have never spent, on upkeep on the system FPL Stress Free states they want to ensure is maintained.  ******** a missed target as if I didn't care, I would have never serviced it using my own monies.
  

  
  
  Sincerely,
  
  ***************************

  

  Business response

  04/11/2024

  In response to the rebuttal, FPL Home re-contacted the customer and further discussed their concerns; however, the customer does not agree with the resolution of their complaint. At this time, the customer's concerns have been fully addressed and FPL Home's position on the matter has been explained. Our best efforts have been put forth to satisfy the customer.

  

  Business response

  04/11/2024

  In response to the rebuttal, FPL Home re-contacted the customer and further discussed their concerns; however, the customer does not agree with the resolution of their complaint. At this time, the customer's concerns have been fully addressed and FPL Home's position on the matter has been explained. Our best efforts have been put forth to satisfy the customer.

  

  Business response

  04/11/2024

  In response to the rebuttal, FPL Home re-contacted the customer and further discussed their concerns; however, the customer does not agree with the resolution of their complaint. At this time, the customer's concerns have been fully addressed and FPL Home's position on the matter has been explained. Our best efforts have been put forth to satisfy the customer.

  Customer response

  04/14/2024

  FPL Stress Free continues to offer to remove some of the debt from my account but has not admitted to breach of contract, accept responsibility for wrongful business processes, or scamming me for not complying with a contract they entered in with myself. They are running a scam from this company. I have filed a complaint with the attorney generals office and am in contact with them as well. FPL Stress Free has completely caused significant stress for myself and my husband with this hvac unit. They have not completed any care or maintenance of the said unit. We have paid for servicing and a mechanical issue as well. The air handler has a uv light attached and no filters have been supplied. They offered to extend a credit for $12.00 to $20.00. These filters are special filters and a roll of material is available on Amazon for $220.00, probably more now, providing about 3 filters. Both my husband and I have had to adjust work times to get said maintenance completed. It seems to me, FPL wants to make an example of my situation. Not taking $2900.00 off my $27000.00 bill for a huge breach in contract is ridiculous,  I've stated multiple times, I would continue to pay but FPL Stress Free needs to accept their responsibility in this total contract fail. 

  Customer response

  04/15/2024

   
  Complaint: 21520723
  
  FPL Stress Free continues to offer to remove some of the debt from my account but has not admitted to breach of contract, accept responsibility for wrongful business processes, or scamming me for not complying with a contract they entered in with myself. They are running a scam from this company. I have filed a complaint with the attorney generals office and am in contact with them as well. FPL Stress Free has completely caused significant stress for myself and my husband with this hvac unit. They have not completed any care or maintenance of the said unit. We have paid for servicing and a mechanical issue as well. The air handler has a uv light attached and no filters have been supplied. They offered to extend a credit for $12.00 to $20.00. These filters are special filters and a roll of material is available on Amazon for $220.00, probably more now, providing about 3 filters. Both my husband and I have had to adjust work times to get said maintenance completed. It seems to me, FPL wants to make an example of my situation. Not taking $2900.00 off my $27000.00 bill for a huge breach in contract is ridiculous,  I've stated multiple times, I would continue to pay but FPL Stress Free needs to accept their responsibility in this total contract fail.
  
  Sincerely,
  
  ***************************

  Customer response

  04/30/2024

  I'm not sure how fpl stress free has made a good faith effort when I still have not had any service completed on the hvac system for two years which is in our agreement.  I've continue to pay for services fpl stress free is bound by an agreement to maintain and then the same day mail a demand letter when they still have not addressed the root cause of this disagreement. The system needs evaluating to correct its inefficiency. My house is cold on winter and hot in areas in summer. The system was engineered to work but it does not. 

  They need to fix the problems they installed. 

  Customer response

  04/30/2024

  Stress Free did NOT address the issue. They offered only a small payment which did not address any of the items I requested resolution. 

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  11/17/23 - POWER WAS SURGING IN OUR HOME OVER 15 TIMES CAUSING MY COMPUTER TO NOT START UP. I HAVE BEEN PAYING FOR BOTH SURGE PROTECTION FOR OVER 3 YEARS, SO AFTER IT COULD NOT BE FIXED I SUBMITTED A CLAIM.. AFTER MANY EMAILS AND NO RESPONSE I CALLED TO FOLLOW UP THEY SAID NEVER RECEIVED RESPONSES TO ALL MY EMAILS GIVING THEM THE INFORMATION THEY REQUESTED. SENT ALL AGAIN SHOWING THE DATES I RESPONDED. THEN THEY SAID THE COMPANY THAT SERVICE MY COMPUTER DID NOT HAVE A LICENSE OR ON SUNBIZ, SENT THEM ALL THE DOCUMENTATION FROM SUNBIZ. THEN THEY SAID SUNBIZ WAS NOT GOOD ENOUGH WANTED A LICENSE. THIS IS A VETERAN OWNED COMPANY REGISTERED WITH SUNBIZ SINCE 2020 SERVING BUSINESS AND HOME OWNERS WITH COMPUTER ISSUES SINCE 2020 , I HAVE EMAILS FROM FPL STATING THEY WERE TRYING TO GET POWER UP AND RUNNING AND WAS AWARE OF THE SURGING. MY DEVELOPEMENT AND NEARBY HOMES LISTED ON OUR NEWSLETTER WAS FPL TRYING TO BLOW OUT ALL OUR APPLIANCES AND COMPUTERS AFTER THE EVENT.

  

  Business response

  01/02/2024

  Please note that FPL's records are confidential, and the customer's account *** only be discussed with the customer of record. However, please accept this as confirmation that FPL received ******************* complaint on December 28th,2023, and the issue has been addressed with the customer to reach a resolution.

  Customer response

  01/02/2024

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

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased surge FPL home Elctrncs Surge Prot for $9.95 a month ., also the ***************** Line Plan for $.2.49 a month., and the also water protection Plan for $$4.99 a month. My problem is I turned in claim for repair of electric meter due to age and rust I had a surge and half of house electrical did not work. Electric surge was determined by their electrical team. Xtra mile at ************ a Mr ********* which they FPL send to my home after I put in claim. I have had electricity plan for years., ***** from FLP called and said I have to pay $1234.00 for insulation on piping outside., she did say they would pay for underground wiring repairs. If all this is outside of my house and not attached to my home., why should I pay anything. I read the electrical surge policy, which states exterior is covered., I am a 74 year old disabled veteran that served my country for over many years. I believe FPL should pay for *************. Today ***** was going to call me., but after I explained I paid every month for a policy to prevent me from paying this bill. I ask for replacements and repairs be done ASAP

  

  Business response

  12/28/2023

  Please note that FPL's records are confidential, and the customer's account *** only be discussed with the customer of record. However, please accept this as confirmation that FPL received **************************** complaint on December 19, 2023, and the issue has been addressed with the customer to reach a resolution.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Since June 2023 I have been charged for some kind of 'surge protection' I did not order. Not only that, I have seen a video and a news report of this scam and what the device looks like installed on the meter and I do NOT have that device! I am illegally being charged for something I did not order, did not receive, and do not want for 7 months @$10.70 per for a total of $74.90. I want refunded and they need to be held accountable. This is fraud, illegal and FPL should not allow this to happen!

  

  Business response

  12/08/2023

  Please note that FPL's records are confidential, and the customer's account *** only be discussed with the customer of record. However, please accept this as confirmation that FPL received *********************' complaint on December 2, 2023, and the issue has been satisfactorily resolved.

  Customer response

  12/08/2023

   
  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

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have Electronics and ************************** with FPL to pay costs of repair/replacement for items surrounding and within our home. FPL technicians have been and continue to work on power lines on our street from August of 2023 until today. On September 14, 2023, we noticed there had been a surge event which severely damaged our Pool Pump and LED Lights, as well as the Control Computer for pool equipment. We filed the claims, invoices and our ******** Service Technician's statement of what was damaged/replaced/repaired for all of these covered damages on October 12, 2023 (within the 30 days from incident in T&C with FPL Home). When FPL Home received the claims, after a week or more, their representative called. At first, his focus was solely on the cost of the repairs, nothing else. Then after many back and forth emails, FPL Home changed its position and stated that the LED Lights were not covered damages (even though they are listed by FPL Home in their terms and conditions as being covered). We pointed this out and they began to say that our lights were "fixtures" rather than lights, so this was not a covered loss (nowhere in their terms and conditions do they write about fixtures vs. LED Lights - this is not an exception to the policy). We wrote several emails to them about this topic. They never addressed or acknowledged the claim for the Control Computer (they simply denied it). Then they took the tactic of asking where our ******** Service Provider purchased all of the items, because they were more expensive than what their expert believed appropriate. We explained that this is what we paid (retail), and wholesale prices may be lower. They asked to speak with the Service Provider, but they never called him. They simply denied the claim for the LED lights/Control Computer, and paid for the Pool Pump. This is unsatisfactory and in violation of their terms and conditions. We asked to speak with their legal **** but they ignored this request.

  

  Business response

  12/12/2023

  Please note that FPL's records are confidential, and the customer's account *** only be discussed with the customer of record. However, please accept this as confirmation that FPL received ******************** complaint on November 28, 2023.The customer's concerns were addressed; however, the issue was not resolved to the customer's satisfaction.

  Customer response

  12/14/2023

   
  Complaint: 20926484
  
  I am rejecting this response because: the business did not address any of my areas of dispute, mainly that their position is not supported by their own Terms and Conditions.  All that they said is that they stand by their previous decision.  And again, they did not provide me the name and contact for their legal department. This is a joke of a response.
  
  Sincerely,
  
  Iigo Domenech

  

  Business response

  12/18/2023

  We have recently received a rebuttal from ******************************* regarding BBB complaint #******** regarding his claim for the Customer Pool Pump and Pool LED Lights. Following a thorough review of the documentation provided by the customer, our claims specialist contacted the manufacturer concerning the LED Lights mentioned in the claim.

  According to the information received from the manufacturer, the LED Lights Bulbs cannot be replaced independently; the entire LED Light fixtures must be replaced. As per the Terms and Conditions of the Electronics Surge Protection Program, only LED Light Bulbs are covered under the protection. We have communicated this information to ******************** on multiple occasions, emphasizing that the program does not extend coverage to LED Lights Fixtures.

  After careful consideration, the claim has been approved solely for the two Pool Pumps, amounting to $1,505.00. For your reference, please find attached the documentation submitted by the customer and a copy of the Terms and Conditions for the Surge Shield Protection and Electronics Surge Protection Program. (See Surge Shield Protection Terms Exhibit A Section A what does this warranty cover regarding the Pool Pump. See page 6 Exhibit A of the Terms for the Electronics Surge Protection for details of covered products). 

  We are reaching out to you to provide these details in addressing the customer complaint and to close the case. We sincerely appreciate your understanding in this matter.

  If you have any further questions or require additional clarification, please do not hesitate to reach out to me directly.

  Thank you for your attention to this matter.

  Customer response

  12/18/2023

   
  Complaint: 20926484
  
  I am rejecting this response because:

  FPL Home seems to be going round and round with this matter.   The first of many errors in what FPL wrote is that the amount they paid us for the Pool Pumps was $1,030.00, not $1,505.00 as they state.  See attached checks.
  As for the Pool LED Lights, I also provided documentation from the manufacturer, in addition to the confirmation from the ******* Certified Technician, showing and stating that the part that was replaced was not the entire fixture but the Light engine, which is the equivalent to the LED Light Bulb,  I also attach documentation from the manufacturer explaining this, as well as the email that I sent to FPL Home with this explanation and manufacturers documentation.  
  FPLs Terms and Conditions include LED Light Bulbs as a covered loss, with no further definition by them and no mention whatsoever in the entire document written by them to specifically exclude light fixtures.  They do specifically exclude other items so the fact that this was not in their exclusions is important to note.  But the bigger point is that both the technician and the manufacturer documentation specify the part (in this case the LED light bulb) that can be changed and that was changed.  The technician did not replace the entire fixture, as per his invoice.
  The heart of the matter is that FPL is not comfortable with is the AMOUNT I was charged for replacing those LED Light Bulbs, as one of their representatives specifically stated in one of our multiple phone calls. They even had the audacity to ask me to reach out to the certified technician to ask him where he had purchased the replacement LED Lights and at what cost. I responded by asking them to reach out directly to the technician so he could explain exactly how he replaced the LED Lights and why the retail (to me) cost was what it was. As far as I know, they have not contacted him.
  FPL Homes response is inadequate in all of the above mentioned ways, and for this reason I continue to have an open complaint against them with the BBB.

  Sincerely,
  
  Iigo Domenech

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filling this complaint with the Better Business Bureau to expose FPL Energy Services, **** doing business as FPL Home for what seems to be a scam. FPL Home have been denying my claims wrongfully for damages done to my electronics from a power surge from lightning during a thunderstorms on 9/26/2023. The devices are covered under the FPL Home SurgeShield protection program that Ive been paying for monthly. I submitted a claim on 9/28/2023 for the devices that were damaged from the power surge from the lightning. On 9/28/2023 I filed a claim online via the FPL Home SurgeShield website and received a confirmation email the following day that my claim was submitted and that Ill be notified if any additional documents are needed. On 10/28/2023 I called to check on the status of my claim and I was told that my claim was denied because of the following comments from the denial letter Claim sent over 30 days after incident discovery date this was incorrect because I discovered the incident on 9/26/2023 and I file the claim on 9/28/2023 which was two days after discovering the incident. I called FPL Home customer service immediately and explained to the representative what happened on 9/26/2023. While I was home I heard a loud bang from the ******************** the entire house loss power and then it came back on. Since then the following device would not power on: tv, cable box, Xbox and soundbar. The devices were damaged due to the power surge from the lightning. This was also confirmed by a licensed technician.The customer service representative was unable to help with my concerns so I requested to speak with a supervisor and I explained the situation to him and he told me that I need a certificate of cause of damage form from their website to be completed by a licensed repair technician. The FPL Home representative told me that I would have to pay for the diagnostic and wait to get reimbursed. After the call I contacted BestBuy Geek Squad and setup an appointment and they completed the diagnostic on 11/4/2023. I emailed the certificate of cause of damage forms which were filled out by the Best Buy Geek Squad licensed technician. On 11/8/2023 I received an email from FPL Home surge that my claim was denied because the Claim sent over 30 days after incident discovery date. This was a false denial considering that the incident was discovered on 9/26/2023 and the claim was submitted on 9/28/2023 which was two days after *** discovered the incident. I also sent them a letter that I received from my *********************** notifying the residents of damage done to the club house electronic access keypad system in the recent lightning thunderstorm on 9/25/2023 . FPL Home also asked for an invoice from the technician which was also sent to them. The invoice also explains in the diagnostic report that the devices were damaged due to the power surge from the lightning. After providing FPL Home with all the required information, documentation and also paying for the diagnostic which was required to be completed by the homeowner they denied my claims again by stating Direct lighting strike. When I called the customer service representative to get an explanation of the reason for the denial she told me that she had no clue as to why and I would have to request a callback from a supervisor. I waited 2 day and still have not received a response.I think that FPL Home needs to be investigated on their business practices and their Fairness Act. They are not transparent with their claims process and they tries everything not to honor their claims. They lied twice on the denial of my claims and Im still waiting on a supervisor to contact me.

  

  Business response

  11/28/2023

  Please note that FPL's records are confidential, and the customer's account *** only be discussed with the customer of record. However, please accept this as confirmation that FPL received *********************** complaint on November 20,2023. The customers concerns have been addressed and the issue has been resolved to the customer's satisfaction.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Since at least 2017, FPL Energy Services has been charging me for a service, i never agreed too, either in writing or verbally. I noticed on my bills that there is a charge of $8.49 for ************ water protection plan ? Why are they charging me ? I would never ask for a water protection plan from the electric company. I want to be fully reimbursed for the amount i have paid, over the years, for something i never asked for. Plus interest. Thank you, ***************************** ************. My FPL account # is ***********. I tried calling FPL on many occasions , they say that they will look into it, but never call me back.

  

  Business response

  11/21/2023

  Please note that FPL's records are confidential, and the customer's account *** only be discussed with the customer of record. However, please accept this as confirmation that FPL received ********************* complaint on November 13, 2023. The customers concerns have been addressed and the issue has been resolved to the customer's satisfaction.

  Customer response

  11/27/2023

  Hi, I will drop the complaint. My wife did speak to FPL and ordered the service in 2017. Sorry, and Thank you. *****************************

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I started trying to get service for my broken air conditioner on 11/1/2023. I was told that I had no insurance even though FP&L has been putting it on my electrical bill for 15 years. This is not the first problem that I have had trying to get service. But I am almost 87 years old. I do not use the computer and now I do not have air-conditioning or heat. All I get is a runaround from person to person with no results. I am tired of having to try and get service when I have paid monthly on time every month for 15 years I have tried to call, but cannot get a person that will speak to me and help me. They just transferred me to another person. I feel like FP&L has let me down , it was advertised through their invoice so therefore I trusted that I would get good service. My daughter is actually filing this for me right now because she does use the computer. I have at least 30 pages of notes where *** had issues with these people over the last 15 years I think they take advantage of older people and do not care that they are on a fixed income

  Customer response

  11/07/2023

  If you have the time to read everything that my poor mother has been through since she signed up for this insurance 15 years ago, you will understand our frustrations.   These people never wanted to fix any complaints my mother had, but she felt like she had paid for so long - $17.99 month (collected by FP&L) from ********************************* 2014 (6 years) that she fought for herself....but now that she is almost 87 years old her fight is gone and these people have taken advantage of her and I am sure many other senior citizens in *******.  They need to be stopped, someone should not pay for years and then be told EVERY TIME they have a problem that their account has been cancelled when FP&L is still collecting each month.  I hope we can resolve this issue through the BBB but I am prepared to seek other solutions if this does not work.

  Customer response

  11/07/2023

  If you have the time to read everything that my poor mother has been through since she signed up for this insurance 15 years ago, you will understand our frustrations.   These people never wanted to fix any complaints my mother had, but she felt like she had paid for so long - $17.99 month (collected by FP&L) from ********************************* 2014 (6 years) that she fought for herself....but now that she is almost 87 years old her fight is gone and these people have taken advantage of her and I am sure many other senior citizens in *******.  They need to be stopped, someone should not pay for years and then be told EVERY TIME they have a problem that their account has been cancelled when FP&L is still collecting each month.  I hope we can resolve this issue through the BBB but I am prepared to seek other solutions if this does not work.

  

  Business response

  11/14/2023

  Please note that FPL's records are confidential, and the customer's account *** only be discussed with the customer of record. However, please accept this as confirmation that FPL received ******, Rochelles complaint on November 6, 2023. The customers concerns have been addressed and the issue has been resolved to the customer's satisfaction.

  Customer response

  11/15/2023

   
  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

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  FPL Account #*********** I am a 74 year old client of FPL. I did not authorize FPL or FPL Energy services to install a Surgeshield at my property.The Surgeshield Seal dates back to ****, twenty years ago, which means that it was there prior to the time when I purchased my home in June, 2011. It was suggested by ******* from FPL Home/Energy Services that the account and fees charged for the surgeshield were transfered from the previous homeowner, ******************************* account to my account when I moved in. This is not right and it is not legal. They have taken advantage of an elderly person. They have been taking money out of my bank account for something that I did not authorize. I have repeatedly asked ************************* from FPL and ****** from FPL Home Services to provide me proof of the authorization for the instalation of the surgeshield and to this date they have not provided such. They will never find it because I never authorized such instalation at my property!! I request once again that FPL Home Services refund me ALL the fees that were taken out of my bank account since June 2011.Thank you for your assistance!!*******************

  

  Business response

  10/17/2023

  Please note that FPL's records are confidential, and the customer's account *** only be discussed with the customer of record. However, please accept this as confirmation that FPL received **************** complaint on October 10, 2023, and has made multiple unsuccessful attempts to contact him by telephone, and email. Messages were left on the customers answering machine requesting a return call. When the customer contacts FPL, their concern will be addressed.
  

  Customer response

  10/18/2023

   
  Complaint: 20716078
  
  I am rejecting this response because: FPL'S answer is not acceptable because their response is a non-response and is evasive: "When the customer contacts FPL their concerns will be addressed " Please note that prior to filing a complaint with the BBB Concepcin and I made numerous attemps via telephone calls to get FPL to produce any paperwork, email that gave them authorization to install a surgeshield in my property, but to no avail. Following are the dates of those phone calls: August 9, 7 minutes, 15 secs; August 16, 6 minutes, 20 secs; August 17, 2 minutes, 37 secs; August 18, 3 minutes, 20 secs; August 22, 4 times, 2 minutes 9 secs, 9 minutes,  53 secs, 2 minutes 30 secs and 4 minutes, 51 secs.

  We request that all contacts and communications with all the parties involved be done in wrting in order to avoid any misunderstandings.

   

  Thank you for your assistance. 

  
  Sincerely,
  
  *******************

  

  Business response

  11/01/2023

  Please note that FPLs records are confidential, and the customers account *** only be discussed with the customer of record. However, please accept this as confirmation that FPL received ******************** complaint on October 24, 2023, and the customer does not agree with FPLs resolution.

  

  Business response

  11/03/2023

  see attachment

  Customer response

  11/07/2023

   
  Complaint: 20716078
  
  I am rejecting this response because: FPL'S position & statements are factually incorrect, not credible and not plausible for the following reasons: we did not own the property located at ********************************************************** on June, 2011 (see deed), I became the owner in SEPTEMBER 14, 2011 THREE MONTHS after FPL claims that Concepcin gave them authorization to install the surgeshield, Concepcin became owner in 2012; Concepcin was not my wife in June 2011 or thereafter,  therefore Concepcin could not and did not authorize FPL or Homeservices to install a Surgeshield in the property in June 2011 or thereafter; the Surgeshield was installed prior to **** as evidenced by the date on FPL's Seal (see pictures), not in 2011 as claimed by FPL; the Surgeshield was inoperative in August 2023 as evidenced by the lights in the Surgeshield NOT on (see pictures); the Bolt that holds the Surgeshield in place was so rusted and corroded that it is evident of the age and extremely poor condition of FPL'S equipement (see pictures).

  How convenient and untenable FPL'S position is that they claim they don't have any records whatsoever, written, oral or otherwise of the alleged Concepcin's authorization to install the surgeshield. 

  It is wrong and disingeneous for FPL to characterize that it offered as a goodwill gesture to refund me the money that actually belongs to me, that is rightfully mine, because this money was taken out of my bank account without my authorization. If FPL wanted to do the right thing it would refund me the entire amount of money, for a big company like FPL this amount is a pittance. 

  
  Sincerely,
  
  ******************* & Concepcin Erro 

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