ComplaintsforEvergy

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Back when I moved into my new apartment I SPECIFICALLY asked evergy and whatever associate I was on the phone with the make sure that my billing came out on the seventeenth of each month because of how much my rent has skyrocketed. Now only to find out that I’ve been being charged from the seventh to the ninth of the past four to five months from what I’ve seen and not being pulled the initial day that we agreed upon. On top of that the first reason I was even on the phone was because they just abruptly shut off my billing completely only for me to find it being incorporated into my rent payment so they screwed up on that too, not being the first time they’ve done that might I add. So far every time I’ve moved I’ve had nothing but a negative interaction with evergy as a company not even just its workers. This is ridiculous that these obnoxiously annoying mistakes KEEP HAPPENING. Primordial living would be more enjoyable than working with company.

  Business response

  08/07/2024

  Our response is attached.

  RE: ***** **** – ********
  
  Every call that comes into our customer relations center is recorded. We reviewed the recording of our conversation
  with Mr. **** from 11/3/23 and confirmed the following:
  
  • Mr. **** initially questioned why we stopped withdrawing money from his checking account. The CSR assisting
  Mr. **** explained that we stopped the electric service (at his prior address) per his request and his final bill
  was paid on 9/26/23.
  
  • Mr. **** then stated that his new apartment complex was billing him for the electric service. We explained that
  the service was still in the complex’s name because we never received a turn on request from him. Mr. ****
  stated that he requested a transfer and had proof, but we were unable to find a record of it in our system.
  
  • Mr. **** confirmed that he wanted to transfer the service from the apartment complex into his name effective
  11/17/23. The CSR confirmed the turn on request and advised Mr. **** that his bills would be due 21-days after
  the print date each month. Mr. **** didn’t mention that he wanted his bills to be due on the 17th of the month
  at any point during the call.
  
  We understand that Mr. **** wants to change his due dates. Unfortunately, that isn’t an option because the dates are
  based on our meter reading schedule, which has already been set. His bills will continue to be due between the 6th and
  11th each month.
  
  Thank you,
  
  ***** *****
  Sr. Customer Relations Advisor

• Initial Complaint

  07/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I initially had a balance with Evergy and before I could get service turned out I had to pay a deposit, which I did. I was then told the remaining balance would be set into increments. Upon my bill being received it was the full requested amount. There was never the installments as promised. I made multiple attempts to correct the issue at hand through their online portal and could not get it resolved. I called to inquire and was never provided a straightforward answer as to why it never happen. I was told I would have to come up with $232 by 7/30/2024 which isn’t possible as I don’t get paid til the 2nd. Evergy did not keep its end of the agreement.

  Business response

  07/30/2024

  Our response to *** ****** complaint is attached.

  *** ****** claim that he paid a security deposit to start his electric service is inaccurate. He did make a payment toward a prior utility balance, but it was cancelled on 3/22/24, and no payments have been received since.
  We spoke to Mr. Nicks on 7/26/24 and quoted him $262.00 to start a payment plan. Unfortunately, his payment history does not warrant granting an extension or accepting a lower payment.
  Thank you,
  ***** *****
  Sr. Customer Relations Advisor
  Evergy
  **** **** *** **** *****
  Kansas City, MO

  Customer response

  07/30/2024

   
  Complaint: ********
  
  I am rejecting this response because: In the response it’s stated that it is inaccurate that the deposit paid wasn’t to start service and a payment towards a previous balance. What is true is I had a prior balance and was told before I could get services started at a new location. That a deposit must be made. So that in fact is true. Second I never cancelled the payment plan and when I inquired why I was charge the full amount instead of the agreed upon installment and portion that was never honored. 
  there’s a reason why you all have a rating of 1.5 stars. You all are lying group of crooks and this matter will be sent to the mo state attorney general for further investigation 

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

  Business response

  07/31/2024

  Our response is attached.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On the afternoon of June 19, 2024 at 2:45 pm my residence completely lost power. I immediately called Evergy. I live in a townhome, so there are two meters on the building. The representative I spoke with told me that our meter was # ******** and there was power going to my meter. I asked for someone from Evergy to come out and was denied that request. I called an electrician. AB May sent out ***** to our residence around 10:00 pm that evening. He checked the meter that Evergy said was ours and verified that meter # ******** did indeed have power. ***** decided to check the other meter on my building. That meter (#********) did not have power going from the meter to the disconnect. We checked with my neighbor in the townhouse. She had power, I did not. ***** suggested I call Evergy back as he suspected that the meters were switched. I booked a hotel room for myself and one for my brother and sister in law who were in town because it was pitch dark and 90 degrees in the house by this point and I felt unsafe because no one could tell me why I didn't have power. At 8:00 am the next morning. I came home and there was power. I have no idea when it came back on. Neither my husband, nor I, were notified that it was back on or what had caused the power to go out so I called Evergy and the representative told me that it was a disconnect issue. We verified that we had paid our bill and our power should not have been shut off. Finally on July 5 someone came out and verified that the meters were indeed switched. Here are the facts. I paid my bill. My power was shut off due to a disconnect. I had to hire an electrician to verify the problem because Evergy could not tell me why I did not have power, it got so hot that me and my family, who came to visit, could not stay at my residence, and I am not getting any communication from Evergy about this issue. In this claim I am asking for my service call from AB May and my two hotel rooms from Hampton Inn be reimbursed.

  Business response

  07/19/2024

  Our response is attached.

  Our records show that Ms. ****** called at least 3 times to report an outage on 6/19/24. It is standard practice to ping the meter prior to dispatching a troubleshooter. The meter showed active, which almost always indicates an issue on the customer’s side of the service. Therefore, Ms. ******** outage tickets were cancelled, and she was instructed to hire an electrician. The electrician discovered that the meters were likely switched, so we dispatched a troubleshooter, who determined that the issue was actually due to mislabeled meter cans, not switched meters. For awareness, it is the homeowner and/or builder’s responsibility to label the meter cans, so this was not an Evergy error.
  Ms. ******** bills have been adjusted based on reads from the correct meter. We also agreed to reimburse Ms. ****** for the cost of the electrician since we instructed her to hire them. We are unable to reimburse her for the cost of the hotel because this incident was not caused by an Evergy error.
  Ms. ****** filed a similar complaint with the ******** ****** ******* ********** (MPSC). MPSC staff will make the final decision on who is responsible for the hotel bill. We respectfully ask Ms. ****** for her patience while that process plays out. We also request that her BBB complaint be closed since we are actively working to resolve this matter with our regulator.

  Customer response

  07/22/2024

  You can close this complaint. 

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I moved to my house in September of 2020 and have had no fewer than 15 power outages while rates continue to increase. Many outages have been for multiple days without any adjustment to bills, apologies or reimbursement for expense. Evergy has a monopoly in Kansas City and is terrible. Every house across my street has never lost power during the same period.

  Business response

  07/03/2024

  Our response is attached

  Our records show that all of the outages Mr. ******* has experienced over the previous 12-months were caused by 
  storms and vegetation. The multi-day outages that Mr. ******* referred to in his complaint were caused by extreme
  weather events that included tornado strength winds (twice in July 2023) and a blizzard (January 2024). We just 
  experienced another severe storm last night that caused extensive damage to trees and equipment from Wichita all the 
  way to the KC Metro. There is nothing that could have been done to prevent those outages or speed up the restoration 
  process.
  We understand that outages are frustrating, and we apologize for any inconvenience that they have caused Mr.
  *******. Please let him know that we do everything in our power to provide uninterrupted service, but occasional 
  outages are unavoidable. The area that he lives in is covered in mature trees, which increases the likelihood of an outage 
  anytime we experience storms.

  Business response

  07/15/2024

  Our response to Mr. *******'s rejection is attached.

  An engineer in our distribution engineering group reviewed the outage history for Mr. *******n’s residence and
  confirmed that 95% of the service interruptions were caused by a combination of storms and vegetation. His neighbors
  are on a different circuit, which explains why they aren’t impacted by the same outages.
  We are currently discussing options to improve reliability. This will likely include spot trimming areas where vegetation
  has become overgrown and potentially updating some equipment. Any upgrades will take some time to complete, so we
  respectfully ask Mr. ******* for patience.
  Thank you,
  ***** *****
  Sr. Customer Relations Advisor
  Evergy
  1200 Main St, 30th Floor
  Kansas City, MO 64105
  

  Customer response

  07/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is understandable although not ideal
  

  Sincerely,

  
  *** *******

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Problem with Evergy and my 93 year old mother's account. My mother has paid Evergy on time for over 50 years. My 96 year old father died in 2023 and I am trying to assist my mother with household expenses and bill payment. I submitted a Evergy payment online, thinking it would be faster and easier than mailing a check every month. The payment was rejected, but I don't know why. A second payment was rejected and I don't know why. Evergy states the account number was wrong, but there's no way to verify this because they will only provide the last four digits of the account number and they match my mother's bank account info. So I don't know what the error is. They charged her returned check fees of $30 each and now refuse to accept checks or fix the online payment. They state cash, money order or credit card only. They will review in one year and determine if online payments can be accepted. They are incredibly rude on the phone and stated it was my error, although they have no proof. The routing number they had on file was correct and the last four digits of the account number matched her account. I asked to verify the entire account number they used and they stated "the only way to get that is by subpoena in court." I think this is reprehensible that a 93 year old women that has paid her bills on time for decades gets a $60 fee and told to wait 12 months to resume online payment. Obviously she is not a deadbeat and I just want to make sure her bills are paid on time and this is how we get treated by an energy company that is holding us hostage. It's not like we can cancel electric service. They told me to pay her $60 fee since I entered the wrong account info, although there's no way to verify that claim.

  Business response

  06/28/2024

  Our response is attached.

  Ms. ******** filed an identical complaint with the ****** *********** Commission (KCC) on June 25, 2024. Her
  complaint was closed after KCC staff determined that we were following our rules and regulations. We are aware that
  Ms. ******** is still dissatisfied. Unfortunately, we are unable to provide any additional information or refunds beyond
  what we have already given. The response below is what we sent to the KCC earlier this week.
  
  Our records show that the $66.15 payment made on 5/29/24 and the $96.15 payment made on 5/31/24 were both
  returned by the bank due to an invalid account number. We charged two $30.00 returned check fees and a $1.40 late
  fee.
  
  We are truly sorry that Ms. ******** had a negative experience when she called to discuss this matter earlier today.
  Please advise Ms. ******** that our CSRs don’t have access to the full account number. Even if they did, they wouldn’t
  be allowed to provide banking information due to privacy/security concerns. There was clearly an issue with the account
  number she entered because the bank, not Evergy, sent both payments back.
  
  Please inform Ms. ******** that we waived one of the $30.00 returned check fees and the $1.40 late fee as a courtesy.
  The updated account balance is $156.26, and it is due on 7/8/24. We are also going to remove the block on check
  payments, but it won’t take effect until the next billing cycle, so the current charges must be paid via cash, card, or
  money order.
  
  Thank you,
  
  ***** *****
  Sr. Customer Relations Advisor
  Evergy

  Customer response

  07/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have yet to receive the account number that was entered into the system. I have closed the account, so this will not be an issue in the future. 

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

  Business response

  07/19/2024

  Our response is attached.

  We are truly sorry that we have been unable to resolve Ms. ********’s complaint. Unfortunately, we don’t have anything to add to our prior responses. We are unable to provide bank account information without a subpoena. The purpose of this policy is to protect our customer’s information and we are unable to make an exception. We are aware that Ms. ******** is now saying that the bank account bas been closed, but we don’t have access to the bank’s records to confirm account ownership, status, etc. Per our prior responses, Ms. ********’s complaint has been reviewed by our regulator, who determined that we are in compliance with our rules and regulations. Our regulator expressed appreciation for waiving the fees because that was not required. We respectfully request that her BBB complaint be closed. 

• Initial Complaint

  06/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We are requesting electrical service be installed at *** ** **** **** ********** MO. We are tempting to build a new home very hard to do with no power source. Have had numerous requests and no one will show up to install the power.

  Business response

  06/18/2024

  Our response is attached.

  Mr. and Mrs. ****** were advised that it would take at least 2-weeks to set their temporary meter when we spoke to
  them on May 31, 2024. We explained that the delay was due to a backlog caused by several powerful storms that
  impacted the area over the past month.
  We set the temporary meter earlier this morning, so this matter has been resolved. We apologize that we couldn’t get it
  completed sooner.
  
  Thank you,
  
  ***** *****
  Sr. Customer Relations Advisor
  Evergy

• Initial Complaint

  06/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The difference in this months bill and last months bill is unexcuseable

  Business response

  06/14/2024

  Our response is attached.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  06/10/224... had info that bill was not due until 6/11/2024..... turned electric off in massive heat. Paid bil with in 15 minutes of service interrupted. Would not turn service back on , even after debating with supervisor for over 45 minutes on the phone during work. Ruined over 200.00 of food and lost wages

  Business response

  06/11/2024

  Our response to *** ********** complaint is attached.

  *** ********** claim that he had until 6/11/24 to pay his Evergy bill is not entirely accurate. His current charges in the
  amount of $77.70 are due on 6/11/24, but he failed to mention that he had a past due balance in the amount of $453.34
  that was due before 6/7/24. No payments were received, so *** ********** electric service was disconnected on
  6/10/24. We would be happy to provide a copy of the disconnect notice to the BBB if *** ******** grants permission.
  
  *** ******** paid $455.00 shortly after his service was disconnected. We issued a restore order and advised ***
  ******** that we would do everything in our power to complete the order that day, but we were unable to guarantee
  service until the next business day.
  
  We understand *** ********** frustration and are truly sorry for the inconvenience. He might consider enrolling his
  account in autopay to ensure this does not happen again in the future.
  
  Thank you,
  
  ***** *****
  Sr. Customer Relations Advisor
  Evergy
  **** **** *** **** *****
  Kansas City, MO 64105
  *Disclaimer*
  
  By contacting the Better Business Bureau for assistance with resolving this issue, the customer has implied consent to
  share potentially confidential account information with only the Better Business Bureau as it relates to this complaint.
  Evergy requests that the Better Business Bureau not share publicly any confidential information when posting this
  response.

  Business response

  06/11/2024

  Our response to *** ********** complaint is attached.

  *** ********** claim that he had until 6/11/24 to pay his Evergy bill is not entirely accurate. His current charges in the
  amount of $77.70 are due on 6/11/24, but he failed to mention that he had a past due balance in the amount of $453.34
  that was due before 6/7/24. No payments were received, so *** ********** electric service was disconnected on
  6/10/24. We would be happy to provide a copy of the disconnect notice to the BBB if *** ******** grants permission.
  
  *** ******** paid $455.00 shortly after his service was disconnected. We issued a restore order and advised ***
  ******** that we would do everything in our power to complete the order that day, but we were unable to guarantee
  service until the next business day.
  
  We understand *** ********** frustration and are truly sorry for the inconvenience. He might consider enrolling his
  account in autopay to ensure this does not happen again in the future.
  
  Thank you,
  
  ***** *****
  Sr. Customer Relations Advisor
  Evergy
  **** **** *** **** *****
  Kansas City, MO 64105
  *Disclaimer*
  
  By contacting the Better Business Bureau for assistance with resolving this issue, the customer has implied consent to
  share potentially confidential account information with only the Better Business Bureau as it relates to this complaint.
  Evergy requests that the Better Business Bureau not share publicly any confidential information when posting this
  response.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There website states that for the area I reside the average yearly bill is around 2000 yet I've paid well over 6000 in two years I have my payment history through there Web site showing that they charged me elevan times for the same month same date all different charges I was evicted in July of 23 when i moved I already had no power they disconnected me yet in november theres thirteen charges that say wrote off for the sake date different charges i was over charged and something isnt right

  Business response

  05/29/2024

  Our response is attached.

  Ms. Mead filed similar complaints with the Missouri Attorney General and Missouri Public Service Commission (MPSC) in
  May 2023. Our responses to both complaints included a thorough explanation of the charges along with proof that ***
  **** was responsible. Both complaints were closed after it was determined that we followed Missouri law and utility
  rules/regulations set by the MPSC.
  
  Our records show that *** ****’ usage increased substantially during the summer and winter months, which is a clear
  indication that the air conditioner and heater caused the higher bills. If *** **** had questioned the bills while she was
  living in the home, we would have offered energy savings tips. We also would have recommended having the units
  inspected by an HVAC professional. There is nothing that can or needs to be done now that *** **** is no longer living
  in the home. The usage registered on the meter, which makes the charges valid.
  
  Thank you,
  ***** *****
  Sr. Customer Relations Advisor
  Evergy
  1200 Main St, 30th Floor
  Kansas City, MO 64105
  *Disclaimer*
  
  By contacting the Better Business Bureau for assistance with resolving this issue, the customer has implied consent to
  share potentially confidential account information with only the Better Business Bureau as it relates to this complaint.
  Evergy requests that the Better Business Bureau not share publicly any confidential information when posting this
  response.

  Business response

  05/30/2024

  Our response to *** ****** rejection is attached.

  Per our previous response, this issue has already been addressed through complaints that *** **** filed with the
  Missouri Attorney General and Missouri Public Service Commission. *** **** is fully aware that the bills that generated
  on May 17, 2023 were for service provided from June 16, 2022 to May 8, 2023. *** **** admitted that she was living in
  the home with active service during that timeframe. She was not being billed for the service because the meter was not
  linked to her Evergy account.
  
  We offered a payment plan to *** ****, but she did not follow through with the initial payment. Her electric service
  was eventually disconnected due to non-payment on July 10, 2023. We sent a final bill in the amount of $2847.00. We
  then charged late fees totaling $7.56, which increased her balance to $2854.56.
  
  There were no additional charges on November 3, 2023. The transactions on this date show money being moved in our
  system to write off the balance and send it to a collection agency. Please refer *** **** to the last entry on the photos
  she submitted with her complaint. It shows that her outstanding balance is still $2854.56.
  
  Thank you,
  
  ***** *****
  Sr. Customer Relations Advisor
  Evergy

  Customer response

  06/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: none of this explains how I was billed elevan times for the same date same month ...how is there no descrepencies there and again if final bill was sent out in June how are there anything at all for November of 23 and yes the complaint to the attorney general was not and did not explain how I was bill d elevan times for the same mo the witch is what lead to this complaint and what will lead to contacting higher authorities from here on and your website states that the average bill for one year of service for that area is 200$ so ..and u guys also said i necer had an account to that address and so on ...
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  05/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Company refuses to do any preventative maintenance to minimize risk of outages to people depending on 24/7 electricity for in-home healthcare. Every storm knocks out power for at least 12 hours, currently 22 hours and counting, despite the problem always being in the same spot. They refuse to do anything beyond sending bills and they haven't even assessed the damage here almost 24 hours later. Meanwhile, more affluent parts of town were swarmed with trucks and have had their power restored before sunrise.

  Business response

  05/28/2024

  Our response is attached.Severe storms containing lightning and high winds caused more than 140,000 power outages throughout our service territory on May 25, 2024. There was significant damage in Kansas City and the surrounding metro. We currently have more than 900 people involved in the restoration effort. This includes Evergy crews, regional contractors, line crews from neighboring utilities/states, and tree trimmers. Our goal is to have all customers restored be the end of the day on May 28, 2024. We understand the frustration caused by outages, and we are sincerely sorry for any inconvenience this has caused *** *****, but there is nothing that could have been done to prevent the outages. Thank you, ***** ***** Sr. Customer Relations Advisor Evergy **** **** St, 30th Floor Kansas City, MO 64105 *Disclaimer* By contacting the Better Business Bureau for assistance with resolving this issue, the customer has implied consent to share potentially confidential account information with only the Better Business Bureau as it relates to this complaint. Evergy requests that the Better Business Bureau not share publicly any confidential information when posting this response

*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. ↩