Every time I call, the hold wait time is between 2 and 4 hours. And if you do what they say, hang up and try completing the task on the website, you just get error messages telling you to call. And on top of that, after I **twice** waited on hold for 2-3 hours to stop service on my old apartment, I'm still getting bills! Last week I called and they said they had no record of my having stopped service before, although I had spoken to someone a month ago. They agreed to retroactively stop billing me and send a refund (my landlord should pay the bill, not me), but instead this week I just got another bill - no refund, and service hasn't been stopped in my name. What the hell, Duquesne? read more

I was using their services since 2021. Worst service and customer service I've ever dealt with.

Light company scam alert: To whom it may concern, Check your bills when they come in the mail. Recently, my husband (Tone) was reading over the light bill & noticed a different supplier other than Duquesne light! It was NRG retail solutions! A little over a year I go I noticed them on our bill as the supplier. The first time it happened they somehow where able to take over as our supplier. I called the same day it started & promptly cancelled it! I was upset that they could do this without my permission or knowledge! This time they used my son's information. When it happened, he was working at Walmart & he thought he was helping the guys who worked at the booths who where trying to get people to sign up. He gave them his name & address. No account #. Nothing else. They used that information to sign us up, again! So, when Tone noticed it I called. I'm told that my son would have had to give them the account #. Which, I know for sure that he doesn't have! I asked for documents that proved otherwise. They didn't have any information with the needed proof. Again, I cancelled it & asked for proof of the cancellation to be sent via email & mail! Also, I was reimbursed for 2 of the 3 months that we overpaid. They can only pay you 2 months overage maximum. It's funny, because initially the representative tried to keep me as a customer by suggesting to pay us back 2 months worth of overage & lowering the kilowatt cost. After I cancelled, I still asked for my reimbursement. She put me on hold to "ask" her boss. Ask my butt! She came back & agreed. Good for her. Because I would have climbed to the very top of that ladder if needed to get my $ back! We where being charged 12.9 from them vs 7.1 per kilowatt per hour that Duquesne currently charges. They said that it starts with a promotional rate that is charged for a few months then goes to a variable kilowatt after that; & of course it was the highest variable that they could muster up!! I'm also told that this could happen with your gas bill. Anyway, I thought that I'd share with you to maybe help someone else. Knowledge is power! read more

I had to schedule for the power to be disconnected while repairs were being done to the outside of my house. They came in the morning to do the disconnect and said they would return at 4 to reconnect the power. Nobody ended up coming back and then it was after 5 before we started to call Duquesne light to see what was going on. It was impossible to get someone on the phone so we eventually said there were sparking wires to get someone to pay attention to us. That worked and we finally got a person to talk to who was able to get a crew to come back to reconnect the power. We did find out that there was never a work order made.to reconnect the power so nobody would have come.back if we didn't call. Then later that night I got a knock at the door at 11:30pm by another crew. What the hell?! I told them it was reconnected and they weren't needed. Someone needs to figure out a better communication system for this company. read more

If I could give 0 stars I would. They are terrible. I have been in customer service for 5 years and I have never spoke to a customer like the way I was spoken to. I understand that times are tough right now, but you still need to treat people with respect. Maybe some additional training is needed for your staff. I've been using you guys for 2 years so far and had no issues until I moved again and you told me my service was transferred and it wasn't. Now I have to pay 100 dollars because it wasn't done it time. Then I call and you say you will back date for me and LIE. Call again and get talked to terribly. Not happy at all, if Duquesne Light wasn't a monopoly and I could go with anyone else I would. Treat people better or pick a different profession. Pittsburgh deserves better. read more

Tried to pay and the website timed out so I got double charged. When I called, they told me the refund process would take a long time so they would just credit it towards the next bill. I told them I would prefer my refund and they told me that it wouldn't happen. DLC is an absolute shit company that charges way too much. I will never use DLC again after I move. Scumbags. read more

I cannot believe that DLC has a VP and Chief Customer Officer who is responsible for helping DLC transform its customer service. He should try to call the customer service number. I have called several times with no answer after being on hold for over 45 minutes. Website and app are a joke. Unfortunately, with the DLC monopoly there are no alternatives. read more

What a pain of a company to work with! 1) Horrid communications! They have the guts to send me an email cut-off notice after me paying online over a month ago. They sent me an email titled "Action Required: Avoid Winter Shut-Off", as if this is not a threat to cut-off my electricity, what is?? 2) Their website works like crap. Today you can't even login. The site says "See Homepage for no login explanation" but the homepage does not cover this topic at all. Other times the website has inaccurate information so items like electric usage is worthless. 3) Poor customer service availability. Duquesne's customer service phone system seems to be backed up continually. And when you get thru they are rude and inaccurate. My 2 cents is they have had a electric supply monopoly over Allegheny County too long and it shows. read more

I have an issue with billing, and have called in 3 times with a wait time of OVER HALF AN HOUR each time, and NO SUCCESS in reaching a representative! I also sent an email and did not receive a reply until 8 days later! How am I supposed to contact the company if email is dreadfully slow and I can't reach them through the phone?! Horrible service!! read more

Customer service is the absolute worst, and they will tell you two different things so as to get more money out of you. Not to mention the hour-plus hold times. Avoid if possible. read more

billing terrible ! I know several people who had their electric turned off if you fall behind even just a little on the bill ! be prepared your next bill going to be double or oddly triple that amount on top of previous bill they jack up and throw in a bunch of Fees and bullcrap like that ... my neighbor is a single mom with 3 kids , I my self have 3 kids and wife so I know struggle she must be going through people do fall on hard times .... they shut of her power gave her notice for a bill that wa spoke $1,300 , turn payment was for like $500 plus an additional $200 (turn on fees) just crazy doesn't take them any effort to "turn it on" it's all of a click of a button on their end and BAM! Power restored that instance ... not like someone has come to house and reset and turn meter on that was old days (so why $200+ turn on fees ?) sound like a scam too me ripping people off with their money .... I've had my run in with electric company many years ago when we had power outage their service sucks they have no competition in area they get away with it ... go on BBB and read all the horrible review on this company especially their billing Practices are really shady read more

Absolutely horrible customer service. I've been charged every month for an apartment that I moved out of 6 months ago, even though the service was cancelled numerous times. Now I just have random charges showing up on my account. When I call they just tell me that I need to file a complaint with the public utility commission and that they simply can't help me. read more

Twice within 24 hours we had torrential weather that knocked out the power. The first time, electricity was restored in 4 hours....the next day, in one hour. I give Duquesne Light 4 stars - I believe with our sub-par infrastructure, difficult topography, and other disadvantageous factors, they strive to restore service as quickly as reasonably possible. I will not give them 5 stars because it seems they have no intentions of a long-term plan to bury utility lines. At least for the Phase I of the Penn Avenue Reconstruction Project (Garfield neighborhood of Pittsburgh), they wouldn't consider it at all. It is expensive, but we should look at phasing out all these poles and dangling wires, and I think Duquesne Light should spearhead moving us into modern times already. Some areas look ratty with these utility poles and clusters of ugly wires everywhere. read more

slowcservice people need electricity turned on now not wait 3hrs it's ridliius bad service too long of wait

We had a storm on 8/27/2020 (3 days ago) that knocked down the line pole in our yard. We have had hot power lines on the ground ever since. These lines are lying across my car and cross a major road. A tall vehicle could hit these lines. Power is still mostly down in my house with very limited current capacity that can barely run lights. Not enough power to operate a microwave or TV. We've called Duquesne at least 5 times to explain the situation and ask for help. They have done nothing but lie to us on the phone. No one has even come out to assess the situation, much less make repairs. UPDATE: Finally got a great lineman out who told us that Duquesne does not take responsibility for utility poles if they're not right on the road. I had to personally spend $3700 to repair the down pole and lines. 5 starts to the linemen who bust their buns keeping the aging infrastructure working. Negative several million to Duquesne for not updating the aging infrastructure and not taking responsibility for all of the power infrastructure. read more

Our power goes out about 3-4 times per month. Each time for 5-10 hrs. I have missed work because my alarm doesnt go off and my phone battery is dead. I have lost GBs of unsaved data, thrown away half cooked meals, and plenty of half done showers. This is the worst electricity service I have ever had, and I've lived in 8 different cities, in some of the lowest income areas. Truly Truly terrible. read more

this service is horrible! my school was without power on sunday and we would of not have had school on monday if the power remained off but they fixed it! you made us come to school whoever fixed the power in Bridgeville Pennsylvania you pulled off a true crime and I will sue you and earn my day off of school! do not trust them guys they ruined my day... read more

HORRIBLE CUSTOMER SERVICE!!!!!! Have been trying to reach customer service to disconnect service to a home that is being razed. Was on hold for 1.5 hours the first day then was disconnected at 3 pm. Second day was on hold for an hour, was finally able to leave a callback number. 2.5 hours later got a call and call was dropped during conversation. Called back and was on hold for another hour then was disconnected at 3 pm. Need to call back tomorrow and see how many hours I'll be on hold again. read more

this company and their app are truly worthless. I scheduled transfer of service on the app, and received a confirmation email, only to be told that an order was never placed. I would leave 0 Stars if I could read more

They left my house without electricity The Duquesne Light Team not came back and connect my service after inspector approval. I called Customer service She told wait 3 days. read more

A fucking bum of an organization. They never transferred service to our new apartment so we've been charged exorbitant "transfer fees" by our building for this not being done. I've waited a total of 3 hours to try to speak to someone to get this resolved. Get your act together DLC you incompetent rats. read more

Our power went out and though they were responsive and corrected the issue, Duquesne Light left a downed line in our yard. The line was not down before they arrived. When we arrived back at home after power was restored, we noticed the line laying in our yard and draped over the fence. The next day, I contacted them and told them about the line. I was called right back by someone differently than I spoke to and was told it wasn't their issue and I needed to contact Comcast...complete BS. Comcast didn't service the line. He told me to tell them a tree came down across the line and knocked it down. When in reality, the bamboo they cut down to get to the phone pole, most likely brought down the line. read more

I had SUCH a good experience calling to set up my electricity for my new apartment! Chris was extremely helpful and personable when I spoke with her on the phone. I was apprehensive because I know often times customer service individuals have a difficult job, but she was so lovely and helpful! read more

Day 5 without electricity. We have spent over $500 on hotel rooms and food. Not counting all the groceries we've lost. We have had to pack up two dogs every night this week to go to a hotel. I am a severe asthmatic and I'm 7 months pregnant. I slept at my house last night because someone promised me the power would be restored by midnight. Waking up to 26 degrees while pregnant is just unsafe. You need to do better for the remaining folks without power. The customer service has been completely unacceptable. We have elderly people and small children on our street who are on day 5 without power. The excuses and misinformation is not a good look. read more

I bought a new house back in May 2017, requested a new service starting the day I move in with a deposit requirement of $112. They have been taking my deposit payment off of my monthly bill, therefore my auto payment process could not be activated, and I have to manually pay my bill every month with a fee associated with it. I have called numerous time to have this problem fixed, nothing has happened yet for the past ALMOST 4 MONTHS. I was promised a manager would call me back TWICE BUT NO ONE DID. I could not imagine how difficult it is on their end to fix such a simple issue and why it could drag for 4 months. On top of the frustration is the manager's responsiveness to this problem - VERY IRRESPONSIBLE. I wish I could have gone with another service but it's unfortunately the only one in my area. I have been a very patient customer for the past 4 months for this very easy-to-be-fixed problem. Please adjust your system/staff accordingly as you can obviously tell how low the rating is on social media, which is the only place people can review honestly. read more

Duquesne Light is the worst. I report a downed wire, which didn't affect electricity or power. Duquesne Light sent a representative right away to my house, evaluated the situation, cut the wire and turned the power off, and then left without a word. I tried calling in to figure out what to do next since it is winter, temperatures are dropping, and water pipes are at risk for freezing. Duquesne Light's response was that it is my responsibility to figure out next steps. Are you kidding me? You are leaving me with no power in freezing cold temperatures with no solution. Thanks for trying to murder me and my family. read more

The customer service is the worst. It's like they try to come up with every excuse for why they can't help you. I had the same issue as some other reviews where suddenly my account is not recognized. The rep I spoke to was rude and condescending. Not a good experience. read more

Well, I now have electricity at my new home thanks to Duquesne Light, and all it took was a quick phone call. For a monster of a utility company, their customer service is swell. Let there be...light! http://www.youtube.com/watch?v=WL3OcB6Rgg8 read more

OMG do they have like 1 person answering calls. No one to answer questions in person!!!! No one wants to answer their calls!!! No one there at all!!! Ok 32 mins on hold, any one there!!!!!! Some one needs to fix this and quickly You here me Duquesne Light? Wait, no ones there!!!!! read more

This review is based on the many calls I have had to make to Duquesne Light and with each of the calls that I have had to place, the customer service experience continues to reach an all time low. I have tried every trick in the book to circumvent the web of button pressing that eventually ends up getting you nowhere closer to speaking to a live representative. The message given today is that they are experiencing a high volume of calls and wait time is 3 hours and 10 minutes. Need I say anything else? Please note that the star symbol associated with this review should have one giant X across it. read more

I wish I didnt have to use their shitty services I owe them nothing and over paid for the last 3 months So I had a credit of almost 400$ and I sign on to see my bill and they are saying that I owe them 202$ HOW THE HELL do I owe them 202$ when I have a credit of 400$ there is no way in hell that with me taking OUT my ac units and no longer using them since I am never home these days that my bill is 602$!!!!!!! read more

worst company that i have ever encountered. i would say dealt with but they refuse to provide a way for their customers to contact the departments needed to resolve any issues. they completely and blatantly overcharged me last month, i wasn't even home for 20 days, shut off my AC and still the bill was the same as the previous month. read more

OMG, I just moved to the area, set up my account and representative told me I can go log into my account the next day to set up auto pay. I attempt to login the next day and the site does not recognize my account. I call, wait on hold for 30 MINUTES. The reresatative Steve says that I cant log in in until next week, why would it take a week for the system to recognize your account, he was also RUDE and condescending during the whole conversation. Great customer service DLC. read more

The absolute worst customer phone service. While opening a new business account I was on hold 3 times through the process of an hour each time. Duquesne wants to send you to the online system which would not recognize an attempt at new business service as it did not recognize the physical address, although there is service currently at the address. Once the new account was established, I was transferred to the payment center, the required deposit was paid and I was sent back through the queue to report the deposit - again would not recognize the new account number and was on hold yet another hour - Duquesne does offer a call back service - it would not recognize my call back number indicating there was a "problem with the call back request" because the phone number does not match the new account number issued an hour ago. There is no option to speak to a representative although at the time of establishing the account, I was assured the payment center would connect me directly to new accounts to report the deposit immediately. I considered not holding to report the deposit payment in hopes that it would just show on their end and my new service would be fine , but yet another issue - the payment center did not email the confirmation as indicated they would, so I needed to confirm it was applied. I'll back up further - I actually requested a call back an earlier day which I never received. With that said, the employee that I did finally speak to in establishing the account was professional but could only do her part and not bypass the awful system. Duquesne, you need to do better! read more

If you are 2 weeks late on a bill you will get a shutoff notice. I have never missed a payment in 7 years at my home. Something happened and I never received a Sept. Bill. My October bill came, due Nov 16. I figured I would just pay both months together. On Nov 10th, I received a letter saying service would be shut off ON THE 9TH if I didn't pay. A shutoff notice saying power will be shut off BEFORE THE LETTER EVEN REACHED ME. Calling them is nearly useless, they just flat out don't answer. I've never spent less than 45 minutes on hold to even get someone on the line, when you do, they are complete jerks who interrupt everything you say and demand payment over the phone before anything else will be discussed. Scumbags of the highest order, avoid at all costs if you even have a choice. read more

Well I just noticed that since October 2015 ....Duquesne Light had been charging me 279.00 dollars a month as my budget payment (....but my largest bill even in the hottest mons when I run air conditioners has neva been over 180.00 in one month .....so how do they figure 279.00 is a budget payment ???.....I thought budget payments was to even out the mons where u use more electric with the mins U use less ....since October I been paying 279.00 a month but have neva used more than 84.00 (winter mons) since the tripled my budget amount ....and my bills are neva higher then 180.00 even in the summer ....when I called to resolve this matter The reps I have spoke to have no clue how to fix this issue ....and give me the complete run around :( 4/10/16 budget bill 272.00 total amount of electric used 74.28 ....over charge of 197.72 3/9/16 budget bill 272.00 total amount of electric used 67.08 ......over charge of 204.92 2/9/2016 budget amount 272.00 amount used 70.92 over charged 201.08 1/11/16 budget amount 272.00 amount used 73.01 over charged 198.99 12/09/15 budget amount 272.00 amount used 75.89 over charged 196.12 11/09/15 budget amount 272 amount used 104.66 over charged 267.34 20/09/15 budget 272.00 amount used 133.30 over charged 138.70 Up until October my budget amount was neva higher then 96.00 a month ....mind u the most electric I eva used was in Aug. the hottest month and my total usage for the month was 180.00 ....I don't know where this 272.00 theyre charging me came from ....but they are gonna fix this ....so far I've paid ova 1300.00 in over charges ....Duquesne Light I have copies of the last 12 mons of my bills with usage ....it's time u stop giving me the run around and fix this problem and refund my money .....so fed up disappointed and pissed off smdh ....time to go to the public utility commissioner ....and the BBB .....u can not continue to treat people like this ....u don't even deserve half a star read more

DUQUESNE LIGHT IS THE WORST. They're service is single-handedly the worst customer service experience I have ever in my entire life. I sent the request to start a service 4 times, which they failed to process properly or notify me. Then, without notice, they shut off my electricity because they hadn't processed my form. After multiple calls, waiting 15 mins - 1 hour every time, they still couldn't approve my form due to their lack of efficiency even after I told them how urgent it was. They expect me to go Thursday to the following Monday without electricity just because they can't process a simple form. Why do I have to wait everytime when I have an issue? Why can't you give me one single representative or extension to call for an issue? It is absolutely ridiculous how much trouble I have to go through to do something so simple. Just take my money and give me electricity. read more

I set up my first ever electric service through Duquesne Light. The website is not very helpful, at least to a first-timer. It's easiest to just do everything through calling customer service. I ended up having to call a couple of times, and most the representatives were patient and helpful, but some were especially rude and even hung up on me! A little bit of understanding for a rookie apartment owner would have been nice. This may all be because of a lack of understanding of how it all works but some patience while I learn should be expected of a customer service rep. read more

Electricity goes out a lot sometimes for no apparent reason then it takes forever to resolve the issue. Two years ago a technician said they were upgrading the service in Penn Hills and we're still waiting. read more

They dont pay their Bill's. Try not paying you electric, what happens, they shut you off. But when they owe you money they are in no hurry to pay. read more