Complaints
Customer Complaints Summary
- 56 total complaints in the last 3 years.
- 22 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:04/10/2025
Type: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 been paying ***** for two homes one for 15 years and the other one maybe 3 years.I have made two claims one in 2023 and one in 2024 the last hurricane.I loss power and two major appliances did not work properly after we regain power.I got help from Fema since I never got a response after my online application and I called today to cancel because it infuriated me that in the mail that was sent out stated its going to be a 1.00 increaseI have been a loyal customer for years but *** clearly isnt a loyal company
Business Response
Date: 04/11/2025
Please note that **** records are confidential, and the customers account may only be discussed with the customer of record. However,please accept this as confirmation that FPL received ******** Hillerys complaint on April 11, 2025. The customer's concerns have been addressed and her request completed to her expectationsCustomer Answer
Date: 04/11/2025
Complaint: 23187789
I am rejecting this response because:
Well I did receive a call from her this morning and she said SORRY your not happy and that was ***** her solution was telling me you cancelled your subscription and have a good life.I just dont understand how they so easily took out money for all these years and give every reason do deny a claim or in my case said they couldnt find my last 2024 claim.I would not recommend FPL program to anyone.
Sincerely,
R ******Initial Complaint
Date:04/06/2025
Type: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.
Was charged ***** for the past 15 months for a FPL Homesurge program we never sighed up for. Called FPL homesurge they said we did but we never did . Asked for proff that we sighed up but they never showed us anything thst we did . The real kicker is , went out to our meter to check if it was installed without our knowledge anf there is nohing there on our meter . So not only we never sighed for this service they charged us for 15 months for something thats not even installed on our meter. Called and just got the run around , was told they would refund us one month .We kept telling them we never sighed up for this and its not even on our meter. She than said she would give us three months refund but that was it . She than explained it would go to the research department to check into this. Well its been a week and no one has come or called. Now its time for some results. Thinking they have done this to many FPL cutomers without them even knowing it what a scam.Business Response
Date: 04/07/2025
Please note that FPL Home's records are confidential and the customer's account may only be discussed with the customer of record. However, please accept this as confirmation that FPL Home received ****** **** ******* complaint on April ****** .The customers concerns have been addressed and the issue has been resolved to the customer's satisfaction.Initial Complaint
Date:04/01/2025
Type: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 had several conversations with Florida Power and Light. I was assured that I would be receiving a full refund for 3rd party services that were billed to my account from the date my account was opened. These services were added without my permission . To date I have not received the refund or credit. The date the representative confirmed the credit was to be issued was February 17, 2025.Business Response
Date: 04/03/2025
Please note that FPL Home's records are confidential and the customer's account may only be discussed with the customer of record. However, please accept this as confirmation that FPL Home received **** DELILLOs complaint on April 2, 2025. The customers concerns have been addressed and the issue has been resolved to the customer's satisfaction.Initial Complaint
Date:03/27/2025
Type: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.
First off, *** has been adding extra and additional programs to my account that show in my monthly bills without my consent which is fraudulent. Second, it is impossible to get ahold of a real person on the phone to talk about issues. They only have an automated robot system that says speaking to a representative is not an option, and Im not sure how thats even legal as no one can get their questions/issues answered or addressed. This is a nightmare of a company with the worst service Ive ever experienced and I wonder how many others are fraudulently being charged with add ons to their monthly utility bills that they didnt consistent to!Business Response
Date: 03/31/2025
Please note that FPL Home's records are confidential and the customer's account may only be discussed with the customer of record. However, please accept this as confirmation that FPL Home received Brett Feinbergs complaint on March 27, 2025. The customers concerns have been addressed and the issue has been resolved to the customer's satisfaction.Initial Complaint
Date:03/23/2025
Type: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.
FPL is a scam artists, first they called me to offer that useless surge protection program, once power shortage happened it damaged my PC hard drive, I took it to the repair shop and they confirmed that was due to sudden power surge and issued invoice to replace hard drive and power supply, I paid for all that and submitted clain, GUESS WHAT? Exactly, they kept me in the loop for 3+ months asking for more and more paperwork which didn't make any reasonable sense. Eventually I was outrageous and stopped chasing them as it is like talking to the wall, same result! I called them after all that and asked for a cancelation and they said "it's cancelled now", guess what again: after a year of *** service I took a look at a bill breakdown and found that $10,95 charge was continue to bill my account. Today I received a letetr from *** that they increased charge to $11.95. DON'T TRUST THOSE SCAM ARTISTS, THEY WILL NEVER PAY YOU A ***** AND WHEN YOU CALL THEM THEY WILL TELL YOU THAT THEY WILL CANCEL AND IN REALITY WILL NEVER CANCEL SERVICE SO IT'S A CRIMINAL EXTORSION AND I AM THINKING TO FILE A CRIMINAL COMPLAIN WITH HELP WITH OTHER PEOPLE THAT HAD A SIMILAR EXPERIENCE, CROOKS AND LIARS!!!!!!!!!I WILL NEVER FORGET THAT!!!Business Response
Date: 03/31/2025
Please note that FPL Home's records are confidential and the customer's account may only be discussed with the customer of record. However, please accept this as confirmation that FPL Home received ******* ********* complaint on March *******. The customers concerns have been addressed and the issue has been resolved to the customer's satisfaction.Customer Answer
Date: 03/31/2025
Complaint: 23106303
I am rejecting this response because: FPL Home copy/paste same nonsense to all customers, they really dont care about anything, they lie that customers never call and request cancelations as well as that claim was submitted late, all kind of cheap tricks and desceptive practiced used in order to separate you from your hard earned money and don't get you anything in return, A CON ARTISTS AT IT'S BEST!!! A DISGRACE!!!
Sincerely,
******* *******Business Response
Date: 04/01/2025
At this time, it appears that the customers concern has been addressed, and the issue has been resolved to the customers satisfaction. Called the customer and customer said that he did not want to talk about the situation and said that he is good.Customer Answer
Date: 04/01/2025
Complaint: 23106303
I am rejecting this response because: Yes, they called to confirm they removed a device. I called to cancel it a year ago and they said they cancelled and kept billing me so my damage is min $200 plus they never paid a legitimate claim submitted so it is a highway robbery style business, they try to make it look like they address the customer's concern but in reality they rob the people as this scam designed to do that. I need $500 refund to get my money and time back from con atrists, they know exactly what they're doing. I don't complain to their employees but whoever designed that scam should be liable!
Sincerely,
******* *******Business Response
Date: 04/03/2025
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.Initial Complaint
Date:03/16/2025
Type: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 am receiving unsolicited FPL Home mailers to my address. I request that these mailers to my address cease as I am not interested in the services and the mailers are unsolicited. Attached is an image of the mailer.Customer Answer
Date: 03/19/2025
*** contacted me and was able to resolve the issue with the mailings.Customer Answer
Date: 03/19/2025
I was contacted by *** and reached a resolution for the mailings.Initial Complaint
Date:03/12/2025
Type: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 am writing to file a formal complaint against ********* Protection for their failure to honor a claim I submitted for damages caused by a power surge. Since I file my claim on January 10, FPL have been placing obstacles in my way to avoid insuring my lost. I have answered all there request but still they keep asking for the same request that I have already answered. I have given them documents, photos, receipts and authorization for access to my A/C company but still they refused to payout to insure my claim.Business Response
Date: 03/14/2025
Please note that ***'s records are confidential, and the customer's account may only be discussed with the customer of record. However, please accept this as confirmation that *** received ****** ***** Munozs complaint on March 13, 2025. The customers concerns have been addressed, and the issue has been resolved to the customer's satisfaction.Customer Answer
Date: 03/26/2025
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:01/24/2025
Type: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 enrolled in the **** Home Surge Protection a year ago but cancelled the service on 28 September 2024. My bill continues to include a monthly charge of $10.95 plus tax. Phone calls, e-mails and letters go unanswered and unacknowledged but monthly charges continue unabated. Phone discussions with **** since 1 October 2024 result in assurances that the matter has been resolved and credit issued along with a credit for two months and all future charges have been discontinued. This discussion occurred while I was looking at a FPLH e-mail bill containing a charge for $10.95 plus tax for Home Surge Protection due 13 February 2025. **** continues to state that their records show no such charges. Neither FPL or ********************************************** responds or take any action.Business Response
Date: 01/30/2025
Please note that ***'s records are confidential, and the customer's account may only be discussed with the customer of record. However, please accept this as confirmation that FPL received ****** Crumplers complaint on January 27th , 2025. The customers concerns have been addressed and the issue has been resolved to the customer's satisfaction.Initial Complaint
Date:01/06/2025
Type: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.
They enroll me in some programs that I wasn't even aware of, I ask them to show me the proof which they don't have, they are providing me an email saying thank you for enroll in our programs but that doesn't show any approved that I am the one that was agreed.Business Response
Date: 01/10/2025
Please note that ***'s records are confidential, and the customer's account may only be discussed with the customer of record. However, please accept this as confirmation that FPL received ****** ******** complaint on January 8th, 2025. The customers concerns have been addressed and the issue has been resolved to the customer's satisfaction.Initial Complaint
Date:11/07/2024
Type: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 had enrolled in a water program with fpl I called in Feb 2022 they said they wont help me because it wasnt under the service had wanted them to check sewer lines. So I canceled the service of 17$ a month now its 19$. When I called I know I spoke to an agent she placed me on hold came back told me it was removed. So I never really checked the bill for it and I was selling the house 6 months later house didnt sell I just paid the bill and seen that they took more money out of my account than what the bill was. Come to find out it was never taken off my account I have tried to call them 3 times today to talk to a supervisor about check to see any notes of previous calls to see exactly when I canceled last time but they keep telling me I never did when I know its a lie!!! I want someone to listen to my phone calls to see that I did call and cancel this months agoBusiness Response
Date: 11/18/2024
Please note that ***'s records are confidential, and the customer's account may only be discussed with the customer of record. However, please accept this as confirmation that *** received ****** Elliotts complaint on November 7th,2024, and has made multiple unsuccessful attempts to contact her by telephone, and email. Messages were left on the customers answering machine requesting a return call. If and when the customer contacts ***, their concern will be addressed.
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