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Florida Power & Light Company complaints

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700 Universe Blvd.
Juno Beach, FL 33408 | Get Directions

(800) 226-3545

http://www.fpl.com

Monday - Friday: 7:30am–7:30pm

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Total Amount in Dispute:
$13,527.00

Total Amount Settled:
$0.00

Complaint Experience

54%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

26 complaints against Florida Power & Light Company closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
10	Agreed to make an adjustment
1	Refusing to make an adjustment
4	Refuse to adjust, relying on terms of agreement
11	Unanswered

26 complaints against Florida Power & Light Company

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2/20/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $88.00 Amount Settled: $0.00

Customer Complaint

1/30/2024

I am the trustee for a home in Florida. I am trying to pay the bill online. I can't login to the website, I am locked out. I have tried multiple phone numbers off the web, but none offer a customer service representative. I live in Wisconsin and would like to set up auto payments but don't know how. How do I connect with customer service? Resolution Sought Contact me to set up automatic payments

Company Response

2/5/2024

Please note that FPL'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 the customer’s complaint. The customer’s concerns have been addressed and the issue has been resolved to the customer's satisfaction.

Customer Rebuttal

2/20/2024

Consumer states; FPL, with your assistance, contacted me. All is well. Big thank you!

2/8/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $1,000.00 Amount Settled: $0.00

Customer Complaint

1/22/2024

Our FPL account was closed by a system error on FPL's end back in July. It should have taken no more than 4 weeks for my account to get reopened. It has been more than 6 months and my account is still not reopened. Therefore, I cannot track my service usage and I am expected to get a lump sum bill for hundreds of dollars worth of services that I cannot even track or verify. Upon each phone call to their customer service team they state," we are short staffed and we don't know when your account will be reopened because we have a lot of clients who have had their services cancelled". In addition, my light has been shut off 3 times because they believe my account to be closed. I have an infant at home and given that it's Florida the heat is unbearable. Lastly, I work from home so I have lost hours and documents due to my power getting shut off. I asked if I could have a timeframe of when my account would be opened and they said it would be impossible to estimate. Resolution Sought I would like my FPL account to be reopened immediately so that I am not expected to pay thousands for services that I can't track or control. I also want my power to stop shutting off

Company Response

1/24/2024

Please note that FPL'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 the customer’s complaint. The customer’s concerns have been addressed and FPL is working with the customer to ensure a satisfactory resolution.

Customer Rebuttal

1/26/2024

Thank you, I am just awaiting a call back from Vanessa at FPL corporate to discuss the reopening and a payment plan. Thank you

Company Final Response

2/6/2024

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