Florida Power & Light [FPL]
Reviews and Complaints

I live in Port Charlotte, Florida. My address is 257 Hallcrest Terrace, 33954. FP&L has been extremely lax in trimming the tree on my property line. They also have been very lax in doing so on vacant, wooded lots. The tree branches owned by my neighbor has hit the transformer every time we get sufficient wind. As a consequence, we lose power time and time again. My neighbor has called where no report was made. I have called and told the same or that it would take 3 weeks after a report. The workers have been here numerous times to fix the transformer. Wouldn't it be better to be proactive and save FP&L trips and money to just trim the darn tree down far enough away from the transformer? Now, we have a hurricane coming. Me and my neighbor will be the first to lose power and probably the last to get it turned back on. We share the power. Last time I called a rep two days ago, I was told, "Sorry, three weeks." I have already lost food. I need this addressed. So far I see negligence.

On 8/31/2017 I had an appointment at 9:30 for FPL to conduct transferring my overhead service to the underground service. All of the work on my side was completed by a licensed electrician and signed off by the city of West Palm Beach inspector. FPL never showed up and 4 days later have still not shown up. My house has no power and is currently 87.5 degrees inside and smelling musty, not good. There is power from the overhead service to the meter but that is the old, not to code meterbox and circuit panel. All of this was disconnected from the house in order to pass city inspection and the new meter box and circuit panel were installed to accept the underground service. I have tried getting someone out to the house many time since Thursday and was told 3 different times that someone would come by but no one ever has. I am working with Jonathan Munoz at FPL in West Palm, who unfortunately went on vacation last Friday and was told my help would be on property last Thursday night but they never showed. I will work with Jonathan tomorrow to try and get resolved but hopefully you can push from your side as well.

Thanks,

Bill

FPL NEW account

Recently in Middle August opened up account with FP&L to provide service on a property that I manage in Gulf stream Florida after the account was open and accepted FP&L sent me a cut-off notice in the amount of $616.64 . When I spoke to customer servcie they said that there was a bill from another property from 2007 of which is 10 years old.
Then I stated to them that i did not agree i owed them a bill.
Further there was a bankruptcy filed in 2013 which would have cleared up anything that was outstanding.
I tried to have tried to work it out with them by showing them about the BK but nobody seems to return the call for the BK Department
Under federal law this is illegal for them to collect for 10 year old bill

My condo association is located in the Century Village Community on Haverhill & Okeechobee Blvd, West Palm Beach, FL. Recently your contractors installed new power lines and dug trenches to pull cables through. They put the earth back creating a ridge at the lawn where it meets parking areas. The ridge is dangerous needs to be flattened - neighbors here are elderly and they could trip. If they do I'm holding FPL responsible. I am the condo President, and I need FPL to address this dangerous situation. Carolyn Tiburzi, Pres, 34 Coventry B WPBFL [protected]

I am a valued resident at 101 NW 131 STREET Miami, FL. There is a great concern and problem that continuous happening in my neighborhood. Faulty transform in the last three days this week of August 24th to 27th. My neighbors and I witness an explosion of flashy silver, blue and green lights going up in the sky. A loud booming sound like a shot heard from a cannonball, honesty. Power flickered until no power at all in my household. My greatest concern is power surge or a possible fire traveling alone the lines to my house. Another, is the inconvenience and the many hours of interruption of service. Are we going to be credited for time loss of service? Spoilage of food, damaged equipment and medication that needs refrigeration. All I'm requesting is safe, clean usage of your equipment (transform) that is located directly in my backyard.
Bernard Romer
[protected]

During Hurricane Matthew, a tree growing on a utility easement uprooted and blew over, breaking conduit lines and exposing electric wires feeding my home. We contacted FPL in December, a repairman came out and said it was too big for him to fix, but that he'd report it.

We tried to be patient due to the large scale damage, but by March, nothing had been done so we called back. Again, a repairman came out, said he'd submit it to the Planning department, again, nothing happened. We called again August 15. There was no record of the call in March, but they sent Ed Young, the troubleshooter, out on Ticket number 469. He also confirmed it was definitely an FPL problem and he would initiate getting it fixed. He even provided. His supervisors name, Bill Waiter.

On 8/25, I called again for an update and was told that ticket 469 was closed out with no pending action. I registered another request for service and was told I'd be contacted within 3 days because it concerned exposed wires and broken pipe conduit. Again, no contact. My bill continues to climb, which is what the March technician told me would happen as the wire eroded. Per FPL records, it is projected to be $455 this month.

We are now into the next hurricane season and cannot get FPL to do anything to fix this. Can you help?

I have the same complaint as many others seem to have. Frequent oitages that seem to be due to poorly maintained infrastructure. I to have lost the electronics in my appliances from the surges. I installed a whole home surge device bit due to the frequency of the surges I have to replace the device twice a year as they will only take so many hits before becoming inaffective at a cost of $250.00 each time. When you have a monoply on a necessary service it tends to breed complacency with focus on corporate bottom line only. Power is out again today and managment is probably meeting to discuss how they can justify a rate hike as my freezer is defrosting and refrigerated food is warming.

Pole is on the SW corner of property. I have reported it for 2 years. FPL 3 times AT&T Bellsouth and have come 2 times each claimed to schedule replacement. Pole is completely rotted out at base and top. Only power lines are holding up. Pole has Transformer on it and transmission lines. This pole is a danger to life and property. FPL equipment is the Danger. Pole leaning over 4' and getting worse. Last AT&T rep took pics of completely rotted out base and 4-5 foot lean from phone lines. 6month ago. Just followed up and response was:

From: DE LA CUESTA, RICARDO C [mailto:[protected]@att.com]
Sent: Wednesday, August 23, 2017 4:33 PM
To: Giovanni Calzadilla
Cc: NUNEZ, CARLOS M
Subject: Re: Bad pole request - From March 2017 Please advise on status

This pole was reported to our construction department and I have no other information at this time. I will forward you email to them and request an update.
Sent from my iPhone

On Aug 23, 2017, at 3:54 PM, Giovanni Calzadilla wrote:
Ricardo,
Please advise on the status of this rotten pole replacement. It’s been 2 years since my initial report. To AT&T and FPL.
6 Months since report to you. This pole is a danger to life and property.
Home Owner
Giovanni Calzadilla
7000 SW 13th ST
Pembroke Pines FL, 33023

I will start off by saying, I have been an FPL customer for years over various locations and never had any egregious incidents thus far. I have been at my current location for over a year (Connected 7/2016) set up on auto-bill pay and have never missed a payment or had an issue.
HOWEVER, on 8/22/2017 I receive an email from FPL saying that my account is being 'CLOSED' due to "Florida Power & Light has received an application for electric service from a new customer at..." AT MY ADDRESS. I live in a community of numerous units and is operated by a property management company in Jupiter and I also have a lease agreement with the community until June of 2018!
I call FPL "Customer Service" and get some poorly skilled, apathetic guy named Andrew (#[protected] - if that is really a real ID# that he gave me) and this guy tells me that he can open a ticket but it will most likely be closed and that there is nothing he can do. Couldn't of had a worse experience with this guy! Seriously like Comcast-level poor customer service.
The next day I get the email saying my account is 'closed' and that the ticket that "Andrew" open was still pending.
Honestly, how can a company open an account for someone else when someone is already currently residing at said location? I get it that someone could make an error with an address and its just a typo but wouldn't you think FPL would take the responsibility to make sure that someone doesn't already live at the address?The biggest issue is their poor customer service.

I have lost over 4 major appliances and electronics because of the constant power surges/spike/ low voltage, when the power returns. On 8/19/17, there was a power surge that fired the board on my two (2) year old electric stove, the stove still works but you can't tell what temp the oven is set at. Last month is was are TV, spike fried the mother board it cost $300. The month early (four) 4 Comcast converter boxes, prior to that the compressor on the HVAC unit. In January, a two (2) month old printer. This is an ongoing problem with FPL and they need to be held accountable. I want to be paid back for my losses and a battery backup installed on my service.

FPL Account# [protected]
JOSEPH AMATO/ ROBERT HICKEN
1604 E CYPRESS POINT DR
VENICE, FL 34293
[protected]

I feel a nervous breakdown coming on very soon due to the continuous, nerve wrecking and endless Power Outages that are taking place in my home since November 2016! We have lost over 10 major appliances and electronics because of the constant power surges when the power returns!
We are retired, on a minimal fixed income and cannot continue to spend thousand of dollars repairing and replacing---because of FPL's negligence to inspect and fix their equipment.
Over eight power outages in the last week! What will break next? This is no way to live- in constant fear of the next outage and appliance getting FRIED!
What a nightmare! Can FPL do something? What is going on with these constant outages?
Who must I contact next, since no one we've contacted has been able to help...
María & Antonio Gutierrez
11002 Phoenix Way
Naples, Fl. 34119
[protected]@yahoo.com
[protected]

Dear FPL Representative,

I am writing to you because I am extremely upset over the treatment and poor level of service that your company gave to my parents. My parents who have been valued FPL customers for years had their power turned off at their new home without consideration to their prior payment history.
My parent’s electric account was closed due to non-payment and I need to bring to your attention the series of events that occurred and request that you reevaluate the escalation process within your company for emergencies. In addition, you’ll be note that I received conflicting information from your customer service representatives which further delayed my ability to assist my parents and have their electric power restored as soon as possible.

My parents (Mr. & Mrs. Juan Oliva) moved to 226 Camden J West Palm Beach Florida 33417 and opened a new account with your company on 7/11/17. My parents paid the required deposit of $130 and subsequently went on vacation from 7/25/17 – 8/14/17 to attend their granddaughter’s wedding in NY. Upon returning to their home on 8/14/17 at approximately 7:20 PM they were met with no electricity, a sweltering hot apartment and an unbearable stench in their apartment due to all the meat in their refrigerator rotting and blood from the freezer oozing out onto the floor.
My parents are both in their 80’s and do not have access to the internet. They called me immediately and asked me to call your company and find out why their power had been turned off.

The following is the sequence of events that occurred when I contacted your company:
• At 7:30 PM I called [protected] and explained to your representative what had happened. According to the representative, my parent’s power had been turned off due to non-payment on their account # [protected].
o When I asked the representative why their deposit wasn’t used towards payment of their bill he explained that the deposit of $130 would be held in their account for 23 months and if payment was made timely during the next 23 months that money would be refunded. He said a bill had been sent to my parents advising them that payment was due on their account by 7/22, with a subsequent past due statement being sent to them on 7/31. He said that if I paid the balance on their account of $114.37 their power would be restored within a timeframe of a few minutes up to 4 hours. I immediately made a payment over the phone for $117.62 which included a convenience fee of $3.25.
• Two hours later I called my parents for an update and was informed that their power was still off. At this time my mom who has COPD was not feeling well and was out of breath. I called your 1-800 number once again (it was now 9:30 PM) and spoke to another representative.
o This representative told me that according to your system she could see that I had made a payment of $114.37 however, the payment was showing as a credit on my parent’s account. She further stated that their account had been closed and that I needed to go online and submit a request to open a new account.
o I informed her that my mother was elderly and needed electricity to use a breathing machine for her COPD. I further explained to your representative that because of my mother’s condition I considered it an emergency and that I needed to speak to a Supervisor or Manager to escalate this issue and have my parent’s power turned back on immediately.
o She said that there were neither Supervisors nor Managers on duty and that there was no one she could contact that could assist me. She said she could leave a message for a Supervisor to call me back at 8 AM when the office reopened. I reiterated to the representative several times that this was a medical emergency, that I had already paid the balance due on the account, that my parents are elderly and sick, had been customers for years with an excellent payment record and that I needed to speak to someone immediately with the authority to restart my parent’s power.
o The representative repeatedly said she was sorry but that there was no one to escalate this issue to.

I hung up and went online and submitted a request for a new account for my parents. At the same time I also submitted a power outage request for my parent’s address in hopes that I could get this issue resolved overnight.
My parents finally had their power restored around midnight. According to my parents, the truck driver was unable to restart their service until he installed a new meter on their home.
• Since I had been conflicting information the night before I once again called your company on 8/15/17 at 8:30AM to ensure my parent’s account was accurate and up to date. I explained to the representative what had transpired the night before and she confirmed that my parent’s initial account had been closed. She said FPL had processed the request I submitted the night before for a new account and that my parent’s new account is # [protected].
o She further stated that the old account shows a check request being reviewed by your organization in the amount of $63.33. She said that once approved, the check would be mailed and refunded to my parents.
o She said that payment for a new deposit in the amount of $177 was due within 10 days. I asked her if she could transfer the credit of $63.33 to the new account. The representative tried to apply the payment to the new account but was unable to on your system. I informed the representative that I needed to ensure there would be no further issues with my parent’s account and I made a payment over the phone for $180.25 which included a $3.25 convenience fee.

Taking into consideration that your company is a monopoly in the West Palm Beach area and that there are so many elderly residents I am surprised that your shut off policy is so swift and severe. As I stated several times above, my parents previously had an account with your company and always paid timely. Since you require that a social security number be provided when a new account is opened you can easily confirm this. I would have expected that that their previous payment history would have given them a few additional grace days and this would have eliminated the nightmarish conditions that my parents returned to in their apartment.

I would like you to review both of my parent’s accounts and ensure that the amounts billed were accurate. It seems quite unlikely that they spent over $181 ($114.37 phone payment + $130 advance deposit -$63.33 check amount being reviewed by your company) when they only lived in their new apartment for 2 weeks before departing for vacation. In addition, I am requesting that given the poor level of service provided by FPL that you give my parents a credit on their account that will cover the cost of restocking their refrigerator. As an elderly couple that relies on social security and a small pension to pay their bills this unexpected expense is a burden.

I am also enclosing a copy of their travel itinerary so you can confirm that my parents were out of state and therefore did not receive a bill or a shut off notice from your company. I await your response on this issue ASAP.

Sincerely,
Maria Oliva

Southwest Itinerary Shown Below
From: "Southwest Airlines"
Date: March 31, 2017 at 10:43:34 AM EDT
To: [protected]@aol.com
Subject: Ticketless Travel Passenger Itinerary
Reply-To: "Southwest Airlines"
Juan Francisco Oliva is taking off soon!

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AIR Itinerary

AIR Confirmation: NF9GGN

Passenger(s)

OLIVA/JUAN FRANCISCO

OLIVA/EUFEMIA

Date Flight Departure/Arrival

Tue Jul 25 1118 Depart WEST PALM BEACH, FL (PBI) on Southwest Airlines at 11:20 AM
Arrive in LONG ISLAND/ISLIP, NY (ISP) at 02:00 PM
Travel Time 2 hrs 40 mins

Mon Aug 14 1691 Depart LONG ISLAND/ISLIP, NY (ISP) on Southwest Airlines at 03:55 PM
Arrive in WEST PALM BEACH, FL (PBI) at 06:40 PM
Travel Time 2 hrs 45 mins

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Power outage: the power has been off for over 3 hours and was told it will not be resolved until 5 hours past. I have 2 toddlers And so this power outage really affected our day. No form of any air or anything and you could imagine how it is with kids. It would be nice if they were able to resolve this problem within 2 hours or less but that's not the case. I hope FPL makes it right with some sort of compensation or something to rectify the situation. I am not the happy customer. Too bad FPL don't have another light Electric Company to be in competition with.

The amount of brown outs that occur are ridiculous. Little rain storms cause them constantly and consecutively. I am experiencing them right now which, I guess, is why I am finally submitting a complaint. There were 5 in a row. Just when cable boxes, computers, etc. back up, there goes another one. Absolutely frustrating. I can only surmise that FPL does not have the proper equipment to effectively deal with the weather in Florida. I can understand a power outage with a big storm from time to time but daily occurrences from little storms are pathetic.

I signed up for automatic bill pay last month and it was my understanding that it wouldn't start until I paid my balance. So I paid my balance. 2 days later they took it out again which caused us to bounce checks and live off credit cards for 2 weeks. I called as soon as I found out and asked for my $370 back but she had an answer for everything and told me that it would be two weeks before I could have my money back. This has cost us almost as much as I paid in overdraft fees etc. because they took out the exact amount that I had paid, it is my understanding that it wouldn't start until there was a 0 balance. If I had thought for even a second that they would take it out, I never would have signed up.

By mistake I made a payment online through the FPL website when I called to stop the payment the person sounded like a robot and kept on telling me that they could not stop the payment that I would have to call my bank and have them stop the payment that is ridiculous they should be able to stop it on their end. I am retired I don't make much money and I'm going to have to pay additional fees with this payment does not go through.fpl does not have any feelings towards their customers all they want to do is just charge them more and more and more money they are crooks and they are getting away with this all the time I hate FPL I wish we had another choice for a light bill carrier. I have never missed a payment or have ever been late they should help their customers out but they don't they don't give a [censor] about their customers they treat their customers like a piece of garbage.

I received my bill and it says there is a past due balance of $61.40. I have a cancelled check showing that I paid the full amount of $110.58. It cleared my bank on the 22nd of June. I have spent 2 days trying to speak to a "real" person about this. Your pre-recorded messages gives no options to explain the problem. I am truly frustrated. It s3eems impossible that all customer service representatives have been busy for 48 hours. Please contact me about this problem as soon as possible. If I am not home please leave a number that can be answered by something other than your automated answering service.

I've been a valued customer for over 10yeqts now and Florida power and light are the most insensitive non concerning agency I have ever dealt with if there was another light company I wouldn't have any dealings with them . The area I live in is always having outages and there is always hours if not days to get services restored there's never a credit offered towards the account for the inconvenience or to replace food . I feel an investigation needs to be done management is rude and inconsiderate I've never had these issues with any other agency for other utilities they like since there the only company to to provide electricity they can treat the customers how ever they want my daughter has asthma and needs to take breathing treatments every 2 hours my power has been out since 3 and was scheduled for reconnection at 4:30 now that had been extended to 9:15 pm is still not a guarantee that is beyond ridiculous I'm so over it and it's always in my area I have loved ones that live 3 miles away and they never lose power FPL said due to the storm when the storm lasted less than 10 mins if your equipment can't hold up for 10 mins maybe they should invest in some better equipment

When I really looked my bill over I noticed we are all being charged for a day each month twice.in may statement date is from april 24 2017 to may 24 2017, previous bill statement date is may 24 2017 to june 26 2017. When I contacted fpl over this she said at time of smart meter reading which takes place @ 12:00am which on every device I have changes the day to next day, {if @ 11:59pm july 3 2017 then when clock strikes 12:00am day is july 4 2017 so over all of 25 yrs I have been here fpl has been ripping everyone off} my alarm clock, security system, it is another day, I will not stop complaining till something is done, if it ever comes to light that fpl has been over charging all of us they will be working for nothing for a long time. I am hopeful to get another logical answer, please help all of us customers, as I see it this could be a large law suite.

I had called on 6/23/2017 & 6/29/2017 about dangling power lines on my property. As of today I have not heard from FPL. I need to have someone come out here to repair these lines, as this can be dangerous. My address is 4451 Royal Palm Beach Blvd, West Palm Beach 33411. I can be reached at [protected]. Your cooperation would be greatly appreciated.