Complaints

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

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  TECO Energy, Inc.

  702 N Franklin St Tampa, FL 33602-4429

• 

  TECO Energy, Inc.

  PO Box 111 Tampa, FL 33601-0111

• 

  TECO Energy, Inc.

  PO Box 31318 Tampa, FL 33631-3318

• 

  TECO Energy, Inc.

  15779 W Dixie Hwy North Miami Beach, FL 33162-6037

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:10/26/2022

  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.

  My current electric bill of 173. I had to change my billing from budget billing to regular payments. What they have on their webpage about budget billing is not correct. It says that budget billing is your bill for 12 months divided by 12. I was told today that they can charge other fees by there employees. My bill should have been ****** this month. The same as last month. They are charging me 173. I added the last 12 month of bills my self and divided by 12. My bill should be ******. There should be no additional fees bases on the last 12 monthso

  Business Response

  Date: 10/31/2022

  I spoke with ****************** regarding her Budget Billing concern.  I explained the online description of Budget Billing is target for new Budget Billing customers to provide information prior to enrollment.  ****************** and I discussed the increase of the Budget Billing was completed during a periodic review due to the increase of consumption.  The Deferred Balance was applied to the monthly Budget Billing for the remaining 4 months until the annual review was completed, and then would be recalculated again based on the past 12 months.  ****************** understood and requested to be removed from Budget Billing at this time. The Deferred Balance was applied to the account and TEC ************************* was able to assist with bill payment for the balance.  I offered an Energy Audit to be scheduled at the home, due to scheduling conflicts ****************** was unable to have that completed at this time.  I provided ****************** with direct contact information, and she stated she would contact me to have an Energy Audit completed at a later date if she felt it was needed.

• Initial Complaint

  Date:10/19/2022

  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.

  On August 18th, 2022 there was a sudden outage on my circuit that caused irreparable damage to my refrigerator, my washing machine, and one of my TVs. I called TECO customer service immediately and they stated that power wasn't fully restored yet (even though other appliances and lights in my home were working), and that was probably the reason the mentioned appliances weren't turning on, and they recommended to wait until power was fully restored in the area before placing a claim. I waited and problem persisted. After placing a claim it was initially denied telling me that a technician came to my home and power entering my house was working fine (technician did came 2 hours after the outage, so by that time everything was fully restored already). I explained that to ********************************* who handled the claim, and forwarded the email notification that TECO sent the day of the outage stating that there were over **** clients affected. She told me that she was going to find out the reason for the outage and if was caused by bad weather or a car hitting a pole it wasn't TECO's responsibility, so I went ahead and called customer service and inquired about the cause for the outage, and I was told that a breaker on TECO's equipment malfunctioned and needed to be replaced. After several days waiting for *********'s response she told me the complete opposite, that the breaker functioned normally when something came in contact with the line and included a chain of emails from 2011 as evidence. I kindly replied back and stated that was not what I had been told by the customer service representative and requested her to listen to the recording of my call. She then proceeded to tell me that she was going to do that and after another 2 weeks of not hearing back from her I emailed her again today only to be told that the customer service representative was simply wrong and my claim was still denied (no other proof or report of what actually happened even though I requested it).

  Business Response

  Date: 10/27/2022

  Tampa Electric (TEC) Operation Engineer spoke with Ms. ****************** and advised the **************** Representative misspoke when explaining the circuit breaker failure. He stated from reviewing the call, the representative was probably speaking about the day before where the breaker operated did not reclose automatically and TEC dispatcher closed the breaker manually. It was inspected the following day. He explained how the circuit breaker as the use a high-speed computer to sense the lines and will open to dissipate the fault and close back in and continue to sense when its clear and will operate again if it doesnt.

  
  After re-investigated the customers claim, our investigation reveals no negligence on behalf of TEC.  Therefore, TEC maintains the denial of Ms. ** ** Pazs claim with **.

  
  

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18244264
  
  I am rejecting this response because:

  I requested proper documentation explaining what caused the incident as well as information on the proper channel to escalate this issue and none was provided. I just received word from someone that called me stating they were the engineer, but no official report. I specifically asked the customer service 3 times if she was sure theres was a failure on the breaker and they responded "yes" the 3 times, there is even a record of that conversation, so I don't understand how she "misspoke". I need to see some sort of report because at this point I have just received word from 2 TECO employees contradicting each other.
  
  Sincerely,
  
  ******** De La ***

  Business Response

  Date: 11/09/2022

  I spoke with Ms. ****************** and explained I will reach out to Tampa Electric Company (TEC)Claims department and Engineers again to investigate her concerns. I explained there are not any issues with TEC equipment and the claim is denied. Ms. ************ stated she would like the report for that day of an outage or momentary outage. I advised I will speak with the engineers and contact her back next week due to the is inclement weather that will be arriving. Ms. ************ agreed.

• Initial Complaint

  Date:10/17/2022

  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.

  We moved into this duplex in July of 2022. I requested to transfer service from one address to another address. Teco does not transfer service, they open a new account for new address and request another deposit . I asked what happened to the ****** deposit for the original account. They informed me that because I am on budget billing and even if I have been paying the ****** in full every month there is still a deferred balance of 1****** on the account. So I pay another deposit for new place. Sent me first bill for ******. (Includes deposit) I paid it in full. Found out about 3 weeks ago that I have been paying ****** a month based off the neighbors meter and usage. I call to dispute and request investigation/ consultation. Received new bill and issue not resolved . They come out for meter reading but did not report correct meter or provide adjustment or anything. They did nothing. Now my wife calls again and this time they have supposedly submitted a ticket. Still can not provide an ETA of when corrections , adjustments or anything can be made. To add salt to the wound, what they did instead is transfer the old balance of ******* on top of the bill . Get this issue resolved! Ive been paying electricity for all these months for Unit 2 and unit 2A. That 2 living areas, 2 kitchens, 2 water heaters etc This is the second time. Im not paying 350 plus the **** because I can barely afford the ****** of electrify I dont use. I need the accurate bill, plus my credits and adjusts so I can have an accurate payment plan for my current billing and the *******! Twice My wife has called about the issue and twice since have yet to receive a call acknowledging that you are working on it or even a copy of the ticket que or anything! If my neighbors electricity gets shut off because I can not continue to pay , your going to have to deal with that also! Meter number ********** is my meter number for unit 1 not **********.

  Business Response

  Date: 10/28/2022

  I spoke with Mr. ******************************* about the meters being in the wrong meter can socket. On October 17, 2022, I requested a meter specialist go to the home who confirmed the meters were in the incorrect socket. Tampa Electric Co. (TEC) is in the process of correcting the billing. I left a voice message for ******************** on October 25, 2022, confirming the meters were in the wrong meter socket and the billing is being corrected from the date he moved into the home. I also agreed to make an installment payment plan on the final bill from his previous home. Once billing is corrected, I will contact ******************* with the corrected billing. A new invoice will also be sent to the Stocktons.   

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18227190
  
  I am rejecting this response because: **** ****'s Supervisor has contacted me a couple of times regarding the matter and informed that the information has been sent to financial department for  adjustments. I have not received a revised invoice to date. Once I have received correct invoice and can verify accurate invoice, I will close this case. **** The supervisor at Teco electric has been working on it I am patiently waiting for revised billing. Thanks. 
  
  Sincerely,
  
  ****** and *******************************

  Business Response

  Date: 11/03/2022

  I spoke with *****************************. She stated she received the corrected invoice for the corrected meter of her unit. As previously discussed with *******, I agreed to breakdown the transferred in balance from their pervious address. ****** and I agreed to break down the balance over *********************************** directly should any concerns arise. 

  Customer Answer

  Date: 11/04/2022

   
  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:10/13/2022

  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.

  TECO operates as if they are a racketeering company. They have charged me twice for a late bill that was only late once. I am also signed up for their budget billing that has my bill set at an agreed upon rate for the month from each party and then they increase it without any notification to the client. Then when you try and contact them to even discuss why they are overcharging on fees and your monthly bill they have a chat on their site that is never operational and they have a phone line that is never answered. It literally hangs up on you after you have been on hold for close to an hour and sometimes longer. In most cases the customer has no other option for ************************* service. THIS IS A CRIME! These people need to be addressed and brought to justice. This is ludicrous that this is allowed from an energy provider in our country.

  Business Response

  Date: 10/24/2022

  Budget Billing is a program that averages the last 12 monthly billing periods allowing customers to pay the same amount each month and reduce seasonal variability.  The difference between the budget billed amount and the total actual amount is called the deferred balance.  During the annual review, the amount of the Budget Billing amount may increase, or decrease based on the customers actual usage for the pasts 12 months. For Mr. ********** account, the difference in the previous budget billed amount and the current amount was a debit of $140.29. This amount was added into the Budget Billing amount causing the recent annual review increase.
  
  On 08/11/22, a statement produced in the amount of $151.00 due by 09/01/22.  Another statement produced on 09/13/22 in the amount of $302.00, this included the past due balance of $151.00 from August statement, as well as the new charges of $151.00 due by 10/04/22.  A payment was received on the account in the amount of $151.00 on 09/26/22, and another payment of $151.00 on 10/04/22. Both payments are seen on the October statement along with the new Budget Billing amount of $169.00 due 11/02/22.

  
  

• Initial Complaint

  Date:10/11/2022

  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.

  10/062022 I received a bill for +3k in usage while using budget billing for just the months of Jan -Mar. Some how all my other months were regular before and after that point. My home has had no malfunction with appliances or A/C at any time this year or last, at all for that matter. I live in a **** sq ft Townhome between two other homes with my six year daughter part time how could we utilize that much power just for those months? *** tried to ask them to investigate but they keep saying theres nothing they can do. Ive steady paid my bill on time if not before so theres no unpaid months. So Im not sure why it could possibly gotten that high just for those few months then magically go back to the average monthly usage.

  Business Response

  Date: 10/20/2022

  I spoke with **************** regarding his high billing and Budget Billing increase.  **************** and I reviewed the billing from November 2021 through June 2022.  I explained the large increase of consumption and Deferred Balance increase caused for the Budget Billing Annual Review to increase the monthly amount.  **************** consumption for the home has decreased since June and is now comparable to previous years usage.  Tampa Electric Company (TEC) meter technicians tested the meter for accuracy and validated the meter in the correct meter bank socket.  Both tests were confirmed to be ************** placement in meter bank and ************** operational. **************** received assistance towards a large portion of the Deferred Balance and was provided a long-term payment plan for the remaining portion.  **************** was satisfied with the outcome, and I provided him my direct contact information for future use if needed.  

• Initial Complaint

  Date:10/05/2022

  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.

  I called in 2 weeks ago to set up a critical payment arrangement after I was suddenly let go from work. Teco made setting up the arrangement easybut it was a lie. still charged me the full amount on my bill at the normal time and has left me with under 50 dollars in my account. I called teco to fix this billing error and customer service presumed to tell me it was my fault for setting up ACH years ago- but their CSR neglected to mention that ACH debit needs to be cancelled. So I called in weeks in advance- made an arrangement- they failed to honor it- took my bank account to the brink - and now wont let me talk to a manager or supervisor. They said Im not an emergency.When your bank account has less than 100 dollars due to TECO not keeping their service promises- it shows a lack of accountability and training. **** has left me in a tight bind that I have to borrow money for now- just because they cant work within their own billing system. Honor your payment arrangements

  Business Response

  Date: 10/14/2022

  I have made several unsuccessful attempts via telephone to speak with ************************ concerning the processing of his payment. I apologize for the mishap caused by the account not being removed from direct debit. To assist in correcting the account, I offered to recreate the payment extension and have the funds transferred back to his account via direct wire. I need to confirm his banking information and if his bank excepted direct wires prior to completing the transaction.  

• Initial Complaint

  Date:10/05/2022

  Type:Sales and Advertising 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.

  When I inquire about increases, the frontline people can never give me the validation for the increase, and I never get a follow-up call with the "higher ****** TECO just increased the *** factor by almost two times. Gas prices have gone down, so why is there such a big increase in this factor?

  Business Response

  Date: 10/18/2022

  I spoke with ******************* and explained the recent natural gas increase main reason was caused by the financial market. I stated TECO Peoples gas last requested an adjustment since **** and that the company does not profit from fuel cost adjustments.    

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18161436
  
  I am rejecting this response because: The answer I was given lets me know that companies think consumers are not savvy enough to know when they are being given incorrect information. The response given to me had nothing to do with my question.  I inquired about the factor and was given a non-related response.  As I stated in my conversation, I keep my bills for several years to compare over the years and there has been several increases since 2005.  This conversation was a waste of time.  I wish more consumers would pay attention to what is going on and begin to ask questions.

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

  Business Response

  Date: 10/25/2022

  Peoples Gas requested the *** approve an increase to the ************ Agreement (***) cap of $0.51329 per therm, which brings the top end of the *** up from $1.19163 to $1.70492 per therm which took effect in August 2022.

  
  The *** is a pass-through expense and reflects the fuel portion of a customers bill which can be adjusted monthly within a set range.The *** maximum factor, or cap, is approved by the *** each fall for the following year and is based on forecasted costs for natural gas. If these variables exceed the original forecast for an extended period, the *** allows utilities to file a request to adjust the *** cap within the year to cover the higher cost of natural gas

  
  This is the first time Peoples Gas has filed for an adjustment to the *** in ********************************* supply and demand, exports,geopolitical events, and unseasonable weather have all contributed to the rise in global natural gas prices. 

• Initial Complaint

  Date:10/04/2022

  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.

  I am 72 years old and have been out of power and water for almost 48 hours because of a down and live wire that occurred before 3 pm on Wednesday the 28th of September. This is a travesty when all the better parts of Tampa have restored power and east tampa suffers. This is 8 30 am on Friday the 30th. Get them to do the right thing !!!

  Business Response

  Date: 10/04/2022

  ****************************

  I spoke with ************* concerning the loss of power and the down service line. She stated a neighbor's tree fell taking down the line which caused an outage that was not restored in 09/30/22. She said the same tree fell weeks earlier also causing a loss of power. She felt that TEC should provide a credit. I explained due to the line falling is a act of nature, TEC would not give a credit towards billing. 

• Initial Complaint

  Date:09/26/2022

  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.

  I have been asking for months for a paper bill. I do not do online bill pay,as I don't monitor my email account. I called last month after almost an hour!!! hold, and the rep told me she cannot put the request in for a paper bill, as I just paid my bill, that it has to process first. If I do not get a bill, I will not know, when my bill is due. So it will be late. I asked, if she can put the request in for a couple of days from now ,but she didn't. I am unable to get any reps on the phone and the chat is a bot, who cannot help ,see screenshot for today's hold time with no answer, and then disconnect after 45 mins It is absolutely unacceptable to not get a paperbill and be put through h*** Unable to speak to anyone, unless you wait hours in line, and unable to get a bill in the mail. I want this once and for all resolved. This is super aggravating. These are hours out of my Life I never get back. I don't want a late fee. It cannot be that this company, who makes multi million dollars from their customers treat us like this. Hire more people, instead of being greedy. The customers are suffering.

  Business Response

  Date: 09/26/2022

  A voice message was left with my direct contact information advising I have removed the account from paperless bill and regular **** will start with the next billing. I requested a duplicate invoice be mailed and credited the account the $5.00 late fee. 

• Initial Complaint

  Date:08/27/2022

  Type:Sales and Advertising 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 went out of town on August 24th and my electric service was still on. I went online to pay the bill early August 25th around 1:45am and seen it was disconnected, I immediately paid the bill in full. I called for 2 days straight and repeatedly got told that my electric service would be reconnected by the end of business day but it never was. The weekend comes and my service is still not connected and the customer service is not open until Monday. I am going on Day 3 of no electricity when they are supposed to reconnect service within no later than 24hrs of payment. I have health issues to where I can not be in a home with no A/C due to the heat causing my asthma to be triggered. This situation is putting a hinder on my health and also made it to where I had to throw everything in my refrigerator/freezer away. This needs to be handled asap and my service reconnected, also there needs to always be someone available on the weekends for situations like these.

  Business Response

  Date: 09/07/2022

  I have attempted to reach ************ multiple times via telephone and e-mail to discuss her concerns but have been unsuccessful. I have mailed a claim form to her to itemize her losses and for research to be conducted. I have requested a return call or response to my e-mail.