ComplaintsforConsumers Energy

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I subscribed to Consumer Energy's ***************** Plan. After a month with this service, I attempted to use it to fix an appliance. When I called to schedule the maintence I ***eatedly asked if everything would be covered under my plan. To which the individual said yes.Maintenance call was made and the tech informed me the expense would exceed my plan. So, I called back attempting to figure out what the tech had meant. The new person I spoke with said there were limits to my coverage. I asked what they were, and he said "Oh I don't know." So, I requested the coverage be terminated as I had not been properly informed of coverage.I received a call from their customer care *** a few days later. However, due to constantly being jerked around on a phone transfer loop I was unable to return his call. When I finally got in touch with a ***, they informed me that to cancel the program I would need to pay a penalty per the agreement. I informed them I was never informed of any of this when I agreed to services. To which they said it was all in a welcome packet that I never received. They didn't really care and told me to cancel I'd have to pay the penalty. They informed me if I remained a customer for 90 days I'd be eligible for a program where the limit would cover my ***air cost. When i spoke to a supervisor about that he told me because the service order started prior, my appliance wouldn't be covered. Basically they don't even know their own program but tell customers about stuff that they aren't eligible for to get them to agree until it's too late.They essentially made me agree to terms they never gave me or told me about.

  

  Business response

  11/19/2024

  11/12/2024 09:20:45 EST (JAGATES)
  CUSTOMER INFORMATION:
  **** *******-*****
  Account # ****
  ***************************************************************************************
  Dates of service: 03/26/22 - present.
  Email address: *********************************
  11/12/2024 10:05:44 EST (JAGATES)
  THIS HAS BEEN ASSIGNED TO ASP FOR RESOLUTION.
  CUSTOMER CONTACT:
  11/12/24: 10:06 AM - A text/email has been sent via Riverstar:
  Dear **** *******-*****,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with Eastern Better Business Bureau, notification number
  1072382973. I assure you Consumers Energy takes all customer complaints
  seriously.
  The ***************** Plan is not regulated by the ***********************
  Commission, and therefore we are unable to provide them your telephone
  number or email address. Please call the ***************** Plan voicemail
  at ************ #and leave a message with your name, address, phone number
  and email address and they will contact you to resolve your concerns.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ***** ***** @ ************** or
  ******************************************************************************** if you have any further questions or concerns.
  Our team is dedicated to resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  11/14/2024 08:12:48 EST (JAGATES)
  11/12/24: I received the following email from the customer:
  "Hi *****,
  I hope that is okay that I emailed you directly. I honestly have no
  interest in dealing with anybody else in the ****************************************** after the experience I had with them.
  I made the complaint the Better Business Beurer following the interaction
  I had with that program. If you have time to hear my situation, I would be
  happy to fill you in.
  However, I will note that we have come to an agreement with ending my
  relationship with *** due to the experience I had with them. Though, the
  deceptive practices of the company have me very concerned on how they do
  business/operate. I feel more could be done, but I am content with the
  agreement me and a customer service supervisor came to, with ending our
  relationship.
  Thanks,
  ****"
  - I forwarded this email to ASP. They responded on 11/13/24 with the
  following:
  "There are notes on the customer's account from 11/11/24 stating that a
  customer care supervisor spoke to the customer #at lengths# and cancelled
  his plan without penalty to avoid future issues. There is another note on
  the account from 11/12/24 from another customer care supervisor who
  attempted reaching out yesterday to advise the customer that we had
  received this complaint. But it appears from the email you received
  directly from the customer that he does not wish to communicate with
  anyone from CE/ASP any longer."
  11/14/24: I am sending the following email to the customer to close the
  complaint:
  Hello ****,
  Thank you for reaching out. I have verified that you have spoken with a
  supervisor with the ***************** Plan and that they have cancelled
  your plan.
  If you would like to provide me with more information regarding your
  dissatisfaction with the plan, please feel free to send me those concerns
  by simply replying to this email. I will make sure that they are
  forwarded to my supervisor and the responsible management team for review.
  I#m sorry to hear that you had a bad experience.
  Respectfully,
  *****
  ***** *****, Customer Advocate
  Pronouns: she/her
  Office: ************ | Fax: ************
  ******************************************************************************** | ****************************
  11/18/2024 08:46:19 EST (JAGATES)
  SUMMARY OF RESOLUTION:
  ASP # REPAIR PLAN/COVERAGE: The customer had the ************ Plan that
  includes coverage for Furnace, Water Heater, Washer, Dryer, and
  Refrigerator. These appliances will be covered for various services and
  parts. This excludes any parts and services listed in the Terms and
  Conditions.
  IS THE CUSTOMER ABLE TO TERMINATE THE PLAN WITHOUT PENALTY: No, per the
  Terms and Conditions when a customer wishes to cancel in the initial year
  of the contract and has ad service orders, the customer will be
  responsible for the cost of the work order or the remainder of the
  contract, whichever is less. The customer had a work of for the
  refrigerator in the initial year of his contract.
  However, the cancelation penalty charges were waived per the last
  Supervisor that the customer spoke to.
  COMPLAINT CLOSED 11/14/24
  
  

  Customer response

  11/19/2024

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********.

  
  While I am accepting the resolution, I feel as if the business could do more to prevent this issue in the future. As the representatives persist that the terms and conditioned covered my complaint. They are still refusing to see the part where their system failures caused it so I never received these terms and conditions.

  
  They have closed my account and waved the penalty. This is enough to satisfy me. Though they have yet to actually take ownership of the problem and provide an adequate apology. Rather they continue to do what they did in the initial complaint, pass it along to somebody else but ultimately do nothing.  

  
  Regards,
  **** *******-*****

• Initial Complaint

  10/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have lived in my 1 bedroom apartment for 2 and a half years now. My apartment company forces me to go through consumers energy. I am paying upwards of $200-400 a month on "my" electric bill. I have called to get an energy analysis and multiple company investigations done, but each time they tell me everything is "fine" with my account and that they show no energy fraud taking place on my meter. But when asked to provide details and data showing how they came to that conclusion they cannot give me anything. They are now trying to charge me over $800, and today 10/30/2024, I have just gotten off the phone, only to be told I must wait for a supervisor's callback, when I answered the phone and the supervisor called me outside of their active hours, I was hung up on immediately and cannot call back due to them being closed. They are threatening me to shut off my power if I do not pay this amount with no proof that the meter is reading correctly (I had a electrician already look at my meter and was told it was incorrect and nearly impossible for me alone to be amassing that amount of electricity from my apartment). This is extremely concerning, and I want these payments dropped or put on hold until an actual investigation is made into my electric charges.

  

  Business response

  11/06/2024

  10/31/2024 10:22:51 EST (RNSTAGG)
  CUSTOMER INFORMATION:
  ****** *****
  Account number: 5670
  *************************************************
  Dates of service: 01/03/23 to present
  Email: **********************************
  10/31/2024 10:29:42 EST (RNSTAGG)
  RELEVANT ACCOUNT INFORMATION:
  Current balance: $877.81
  CONSUMPTION AND BILLING HISTORY FOR ACCOUNT:
  2023
  Begin: End: kWh used: Current bill:
  Total balance:
  01/03/2023 01/18/2023 376.362 $78.01 $78.01
  01/19/2023 02/16/2023 760.157 $155.08 $155.08
  02/17/2023 03/20/2023 765.807 $142.81 $142.81
  03/21/2023 04/19/2023 413.281 $81.60 $81.60
  04/20/2023 05/18/2023 348.673 $69.07 $150.67
  05/19/2023 06/19/2023 264.158 $59.22 $209.89
  06/20/2023 07/19/2023 340.159 $76.62 $286.51
  07/20/2023 08/16/2023 559.907 $118.33 $194.95
  08/17/2023 09/18/2023 658.885 $134.38 $329.30
  09/19/2023 10/18/2023 499.597 $102.71 $432.01
  10/19/2023 11/16/2023 487.677 $100.87 $203.58
  11/17/2023 12/17/2023 734.206 $144.78 $348.36
  2024
  Begin: End: kWh used: Current bill:
  Total balance:
  12/18/2023 01/17/2024 821.467 $162.60 $307.38
  01/18/2024 02/15/2024 846.854 $163.87 $471.25
  02/16/2024 03/17/2024 796.706 $287.79** $287.79
  03/18/2024 04/16/2024 678.64 $136.38 $424.17
  04/17/2024 05/15/2024 349.849 $79.16 $215.54
  05/16/2024 06/17/2024 496.533 $106.79 $322.33
  06/18/2024 07/17/2024 627.971 $137.71 $244.50
  07/18/2024 08/15/2024 1,438.008 $293.17 $430.88
  08/16/2024 09/16/2024 1,492.855 $290.50 $721.38
  09/17/2024 10/15/2024 755.551 $156.43 $877.81
  **The March 2024 bill includes a $11.00 reconnect fee and $120.00 security
  deposit due to a disconnection for non-payment
  All bills are based on actual meter reads.
  Meter #******** was last tested on 03/28/17 and was found to be working
  accurately at *****%
  Historically for this address, the use has been higher during some months,
  going up to over ***** kWh/month
  PAYMENT HISTORY FOR ACCOUNT:
  Date: Amount:
  02/16/23 $78.01
  03/15/23 $155.08
  04/17/23 $142.81
  08/03/23 $209.89
  11/05/23 $329.30
  01/02/24 $203.58
  03/13/24 $471.25
  05/15/24 $287.79
  06/26/24 $215.54
  08/08/24 $106.79
  The customer currently has an enrollment request for Shutoff Protection
  plan (SPP). The down payment is $89.00 due on 11/13. The monthly payments
  are $216.00 per month if the down payment is posted on time.
  10/31/2024 11:31:58 EST (RNSTAGG)
  CUSTOMER CONTACT SUMMARY:
  10/31/24 - 11:41 AM - I left a voicemail message for ****** ***** at phone
  number ************ - letting her know that I have her inquiry placed
  through the Eastern Better Business Bureau (BBB) regarding her account
  concerns. I provided my phone number for her to call back.
  11/01/2024 13:44:41 EST (RNSTAGG)
  11/01/24 - 1:44 pm - I left another voicemail message for ****** ***** at
  phone number ************ - letting her know that I am still available to
  speak with her about the account concerns brought up in her BBB inquiry. I
  provided my phone number for her to call back.
  11/04/2024 10:25:22 EST (RNSTAGG)
  11/01/24 - 5:51 pm - I got the following voicemail message from ******
  *****:
  "Hi there, my name is ****** ***** ********************* Apt 10, *******,
  Michigan *****. This is the best number to contact me back at
  ************. I was informed today that ***** is my case investigator for
  this complaint that I've had for 2 1/2 years now. So I on Wednesday of
  this week called about a very serious issue with my account that I have
  been dealing with for quite some time now. I was told that an
  investigation will be taking place, however unfortunately I was never
  updated on any information or data on how the investigation would be
  handled or collected and when my meter would be looked into for energy
  theft. When I called I was told by I believe it was ****** that my account
  was no longer on a hold, my electric was going to be shut off Monday
  November 4th and that the only thing that I could do was apply for state
  relief or pay the total. I am now being told differently and still up
  until this point have no idea what was being done with the investigation
  as no one could give me answers as to what or how it had been conducted
  and what the verdict was regarding my energy bill. So I need immediate
  assistance in getting this rectified as soon as possible so that my
  account which I am now made aware of was placed on another hold. Didn't
  know that until today. I would like a call back as soon as possible.
  Monday, I will take the entire day off so I can be reached at any time
  from 8:00 AM to 6:00 PM. Again, the number that you can reach me at is
  ************. And this is ****** *****. That is ***** as in the bird. And
  I would like to be called back by *****, the case investigator, who is
  looking into my complaint. Thank you again and I really hope to get some
  answers. Have a good weekend."
  11/04/24 - 10:31 am - I left another follow up voicemail message for
  ****** ***** at phone number ************ - letting her know that I'm
  sorry we haven't been able to connect over the phone. I do have her email
  address where her bill notifications are delivered, so I will plan on
  sending her an email shortly. If she has any additional questions from
  there, she can either reply to my email or we can set up a time to have a
  call.
  11/04/24 - 10:46 am - The following email was sent to the customer at
  **********************************:
  "Good morning ******,
  Thank you for your Eastern Better Business Bureau (BBB) inquiry about the
  account at ************************************************************. I understand you have concerns
  about a higher than expected bill at this location. The current balance of
  $877.81 is from multiple months of bills, including the current charges of
  $156.43 and past due balance of $721.38.
  I have been able to review your account and found that since your account
  started in January 2023, the electric use has been billed based on all
  actual meter reads provided by meter #********. The use has spanned from
  340 kWh (July 2023 with a bill of $76.62) to 1492 kWh (September 2024 with
  a bill of $290.50). A history of the address shows that this use is
  expected, with records of use up to over 1700 kWh used in a month here.
  You did mention that you feel like someone is hooking up equipment to your
  unit. Based on the notes on your account and your voicemail on Friday, you
  may wish to involve the owner of the property if you feel like someone
  else#s apartment is hooked up to the same meter or service panel for your
  meter. Consumers Energy does provide the energy use, and while we can
  verify when the energy is used and how much has been used through meter
  reads, we aren#t able to tell you what is using the unexpected
  electricity. We do not perform internal inspections of apartments or any
  equipment beyond our meter.
  We can offer a meter accuracy test, which will verify the meter is
  measuring the use accurately still. The last test was performed showed the
  meter as accurate at *****% when the meter was installed in 2017. If you
  would like to request an additional test, we can send someone out to
  verify the meter is still working accurately.
  Please note that there is a hold on your account through November 13 due
  to your request to enroll onto the Shutoff Protection plan (SPP). The plan
  requires a down payment made to the account of $89.00 by the 13th. After
  that, the monthly payments for the first 12 months of the 18-month program
  would be $216.00. You can find out more about this program and other
  assistance/payment plans here: Payment Plans & Assistance | Consumers
  Energy
  I regret we have been unable to connect over the phone, and it is my hope
  that this email has addressed your concerns. If you have any additional
  questions, or would like to request a meter accuracy test, please feel
  free to reply to my email. I would be happy to further assist you.
  Best wishes to you.
  Sincerely,
  ***** *****
  (they/them)
  Customer Care Advocate
  **********************
  **************
  ********************************************************************************"
  SUMMARY OF RESOLUTION:
  - (*Hi Bill - consumption comparison history) A consumption
  history is shown from the January 2023 start-service date for this
  customer. The range is from 340 kWh used up to 1492 kWh used in a month. A
  history of the apartment shows there has been use up to over 1700 kWh used
  in a month, so it is not outside of the expected range.
  - (*Actual reads) All bills are based on actual meter reads
  - (*Payment history) A full payment history is shown above for
  the account, the customer has carried a past due balance since May 2023.
  She currently has an enrollment request for Shutoff protection plan (SPP)
  that requires a payment of $89 by 11/13
  - (*Meter test) The meter was tested in 2017 prior to
  installation and was found to be accurate at *****%. We did offer an
  additional meter accuracy test, and recommended that the customer reach
  out to the owner of the building (explaining that we aren't able to help
  investigate any internal equipment).
  CLOSING CUSTOMER INQUIRY AS OF 11/04/24
  
  

• Initial Complaint

  10/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My name is ***** *******, and I am filing a formal complaint against Consumers Energy for their repeated shutoffs of my power service without providing the legally required notice. I reside at *************************************************, where I live with my young children and run a home-based business. The power shutoffs, which have occurred without adequate advance notice, have caused disruption to my household and significant financial loss to my business operations.According to Michigan law (MCL *****q Section 3), Consumers Energy must provide at least 10 days notice before a shutoff via first-class mail or personal service. However, my household has been subjected to multiple shutoffs without timely notification. Each time, I have only received the bill or shutoff notice after the power was already disconnected, leaving my family and business without electricity and no time to prepare or resolve the issue beforehand.I am requesting the BBBs assistance in addressing this issue with Consumers Energy to ensure they comply with legal shutoff protocols and prevent further hardship to my family and business. I appreciate your help in bringing this complaint to their attention.Sincerely,***** ******* *********************************************** Phone: **************

  

  Business response

  11/06/2024

  10/30/2024 14:01:03 EST (JAGATES)
  CUSTOMER INFORMATION:
  ***** J *******
  Account # ****
  **********************************************************************************
  Dates of service: 06/27/23 - present.
  Email address: ********************** (on account),
  ********************************** (provided to the MPSC)
  CUSTOMER CONTACT:
  10/30/24: 2:04 pm - A text/email was sent via Riverstar:
  Dear ***** *******,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the ****, notification number **********. I assure
  you Consumers Energy takes all customer complaints seriously.
  We will be in touch with you soon to discuss your concerns and gather any
  additional information that may be needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ***** ***** @ ************** or
  ******************************************************************************** if you have any further questions or concerns.
  Our team is dedicated to resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  RELEVANT ACCOUNT INFORMATION:
  - All meter readings in the last 12 months have been actual remote
  readings.
  - Disconnects for non-payment history:
  10/30/24
  08/07/24
  06/27/24
  05/01/24
  01/09/24
  - 12-Month Payment History:
  Date Amount
  10/30/2024 241.18-
  10/05/2024 49.90-
  10/04/2024 175.00-
  08/27/2024 281.29-
  08/07/2024 288.73-
  06/27/2024 505.02-
  05/11/2024 ******- DHHS PAYMENT
  05/01/2024 136.51-
  01/19/2024 ******- DHHS PAYMENT
  01/09/2024 *****- Returned 02/20/24
  11/09/2023 290.29-
  - Payment Plan History:
  SPP Start 01/01/24 End 02/15/24 Due to *******
  - No installment plans have been made.
  - Hold History:
  09/26/24-10/05/24 Payment Pending made with CSR
  05/01/24-05/31/24 Agency ******************* requested
  03/05/24-04/04/24 Assistance - SER applied for
  01/10/24-02/09/24 ************************** requested
  01/09/24-01/16/24 SPP Enrollment
  - ******* HISTORY (for the 2 recent turn off for non-payments):
  07/15/24: Turn off notice mailed
  07/19/24: Phone call- not completed
  07/22/24: Phone call- not completed
  07/24/24: Mail intent notice
  07/30/24: Sent to review for disconnect
  08/07/24: Disconnected
  10/11/24: Turn off notice mailed
  10/15/24: Phone call- not completed
  10/16/24: Phone call- completed
  10/18/24: Mailed intent notice
  10/24/24: Sent to review for disconnect
  10/30/24: Disconnected
  10/31/2024 10:30:20 EST (JAGATES)
  - 10/31/24: 10:30 am - I called ********** and got voicemail. I left a
  message with my contact information, requesting a call back.
  11/04/2024 07:54:13 EST (JAGATES)
  11/04/24: 8:02 am - I called ********** and got voicemail. I left a
  message with my contact information, indicating that I would be sending an
  email with information regarding his concerns.
  11/04/24: I am sending the following email to both email addresses listed
  above:
  Dear Mr. *************** pleased to let you know that we've received your concerns regarding
  the interruptions in your service at **************************************** ******, ** from the
  ********************************** (****). Because our customers are
  important to us, we've taken your concerns seriously and have reviewed
  your account.
  Our records indicate that we do send out turn off notices by mail and try
  to connect with you by phone as required before the service is
  disconnected. Prior to the service interruption in August, we mailed the
  turn off notice on July 15. We attempted to call you on July 19th and
  22nd and an intent notice was mailed on July 24th.
  Prior to your most recent disconnection, we mailed a turn off notice on
  October 11 and attempted a phone call on October 15. A phone call was
  completed on October 16 and intent notice was mailed on October 18. All
  of this information is documented on your account. If you are not
  receiving the mailed notices you may want to reach out to your local post
  office to have them look why you are not receiving the mail we are
  sending. Based on this information, we are following the guidelines set
  forth by the MPSC.
  It is my sincere hope that this information has resolved your concerns.
  Please let me know if there is anything else I can do to help you. Thank
  you for the opportunity to assist you with your inquiry.
  Respectfully,
  ***** *****, Customer Advocate
  Pronouns: she/her
  Office: ************ | Fax: ************
  ******************************************************************************** | ****************************
  SUMMARY OF RESOLUTION:
  - *******: Proper ******* was followed with the required notices being
  sent and phone calls attempted.
  - ACTUAL VS ESTIMATED METER READS: All meter readings for the last 12
  months have been actual remote readings.
  - PAYMENT HISTORY: 11 payments received. 1 was returned, 2 were made by
  agencies.
  - TURN ON: The required payment was made, and service reconnected the same
  day that service was turned off.
  COMPLAINT CLOSED 11/04/24
  
  

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Consumers Energy promotes a "free home energy analysis" that includes services such as door and window sealing. Following this, I scheduled an appointment for October 10th at 5 PM. The ***** ********, while polite, refused to perform the door sealing, citing instructions from his manager not to do so and also a lack of material supplied by his company to him. This third-party company, Clearesult, contradicted what Consumers Energy confirmed over the phone: that door sealing is a part of the service.I was promised a follow-up within 48 hours to reschedule, but it's now been two weeks with no contact. Repeated calls have led to misdirected transfers with no resolution. This directly contradicts the service description on your website, which states:"Our expert will seal common air leaks in doors and windows to improve your homes energy efficiency."I expect immediate action and the promised service, as per your advertised program.

  

  Business response

  10/31/2024

  10/24/2024 14:08:44 EST (RNSTAGG)
  CUSTOMER INFORMATION:
  ********* ****
  Account number: 8353
  ******************************************************************************
  Dates of service: 03/15/22 to present
  Email: ***********************
  ASSIGNED TO ENERGY EFFICIENCY PROGRAMS COMPLAINTS
  INITIAL CUSTOMER CONTACT:
  NOTE: first contact was made prior to the BBB complaint being filed, due
  to a duplicate informal complaint filed this morning.
  10/24/24 - 11:55 am - The following email ****************** and SMS text
  message (**************) was sent to the customer:
  "Thank you for reaching out with your concerns. We have received your
  complaint filed with ***** ******* office , notification number
  1072239313. I assure you Consumers Energy takes all customer complaints
  seriously.
  We will be in touch with you soon to discuss your concerns and gather any
  additional information that may be needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ***** ***** @ ************** or
  ******************************************************************************** if you have any further questions or concerns.
  Our team is dedicated to resolving your issues as soon as possible."
  10/31/2024 12:38:51 EST (RNSTAGG)
  RESOLUTION PROVIDED BY ********* *****:
  CONTACT SUMMARY PRIOR TO COMPLAINT:
  10.10.24 (5:00p) *** -CLEAResult - ***** ********
  We understand from the customer that the customer called
  Consumer ********************** contact center prior to the beginning of the appointment
  to ask about door sealing that he saw on the website and was on-hold with
  CE at the time Technician arrived.
  ******** was at the end of the driveway when Technician
  arrived and immediately asked whether Technician had door sealing and was
  ready to install it. Technician confirmed that he did have materials
  available but needed to inspect the doors before confirming whether door
  sealing could be completed.
  We understand that Consumers Energy contact center transferred
  the call that customer was on-hold with at the time of the Technician#s
  arrival to CLEAResult (5:19p call below).
  ********#s immediate and highest priority interest was door
  sealing his 12# fiberglass SIGNIFICANTLY WARPED French style entry doors.
  Technician was not able to provide a door seal installation
  due to the condition of the doors and stated that the door seal would not
  successfully seal the doors and achieve energy savings.
  The terms and conditions in the *** offering specifically
  states: #Eligibility for each measure is determined at the time of the
  appointment.#
  ******** previously removed the factory installed weatherstrip
  from the fiberglass doors. ******** presented the previously removed
  weatherstripping to the Technician and the Technician and customer
  (including customer#s wife) jointly replaced the previously removed
  weatherstripping as a courtesy.
  ******** acknowledged that replacing the previously removed
  weather stripping did in fact make the door sealing #much better now#.
  ********#s door frame is black. Technician explained that if
  ***#s door sealing was able to be completed, it would have been a silver
  color. ******** indicated that he would not have wanted the silver door
  seal due to aesthetic reasons.
  ******** did not ask about window film.
  Technician did not offer window film since it is a newer house
  and did not need window film.
  Technician completed an *** and installed pipe wrap and water
  measures.
  10.10.2024 (5:19p) *************** # CLEAResult -******* *******
  ******** was transferred from ***************** at the same
  time the Technician arrived at the ***.
  ******** stated that he saw online that door and window
  sealing is offered.
  ******** made it sound like the Technician advised the
  customer that this is something we don#t do.
  ******* advised the door ceiling is part of the *** and the
  Technician should have window and door kits with them.
  ******** requested a return call.
  Note: This call transpired at the same time the Technician was
  in the home to do an ***. The customer was telling the Technician that he
  wants door sealing installed and was simultaneously challenging the
  ************** agent to confirm that door sealing was a part of the ***
  program, without regard to eligibility requirements. It appears as though
  the customer#s motive was to receive door sealing without regard to
  whether the door sealing would effectively seal the door to save energy.
  10.24.2024 (9:59a) - ************** # CLEAResult -****** ****
  ******** called to follow-up on his previous call with
  *******.
  ******** got upset because ****** advised him that she had
  seen a Service ************** but could not pull it up on her system.
  (This technology issue has been since addressed)
  ****** also advised customer that she would report it again,
  and the customer remained upset.
  ***************** # CLEAResult -**** *****
  Supervisor contacted customer and discussed his concern with
  the door seal not being installed during the initial ***.
  Supervisor indicated that he would receive a call from
  Dispatch to schedule a follow up appointment.
  CUSTOMER CONTACT SUMMARY AFTER THE COMPLAINT WAS FILED:
  10.24.24 (3:40p) # CLEAResult- ***** *****
  ***** called the customer back and confirmed that a Technician
  is available for 10/28.
  ***** stated that we can make #any time# work on 10/28.
  ***** stated that because it is a special trip, there are #no
  time constraints.#
  ***** stated that the appointment time is #***% your
  preference.#
  ******** stated that he prefers the afternoon. Specifically,
  customer stated:
  o #I prefer at 1p or after.#
  o #Let#s go for 1p.#
  ******** stated that after being disappointed that nothing had
  happened with the ** filed with *******, he blasted a large group with his
  grievance.
  10.25.24 (approx. 5:30p) # CLEAResult - **** ******
  **** called the customer to clarify expectations for Monday#s
  follow-up appointment.
  **** stated that we will assess the door whether it is
  suitable for door sealing, and stated that if we cannot install the door
  sealing, we still want to pay for a third party contractor to install it
  for him.
  **** also confirmed that we do not install window film, but
  rather we provide #kits# for the customers to install themselves.
  ******** claimed that this was inconsistent with what he was previously
  promised.
  ******** asked if Technician can give advice on how to apply
  the window film, and **** indicated that the Technician would provide
  their input from their experience and the manufacturer#s specifications.
  ******** stated that his primary frustration is with the
  inconsistent messaging between the advertisement offering door seal, and
  the website confirming the door seal offering, and the conversations with
  ******* and *****, which he alleges were all inconsistent.
  ******** also alleged that the ********************** website was
  changed to remove or change door seal and window film information after
  his complaint call.
  ******** stated that ****#s phone call was a very different
  #vibe# than Kavan#s call.
  ******** pressed for a commitment that the door seal would be
  completed on Monday and **** stated that he is unable to promise that door
  seal will be installed until a Technician assesses the door condition
  again.
  ******** accused CLEAResult of only interested in doing the
  minimum since as he stated, the customer is not a CLEAResult customer and
  he is a ********************** customer. ******** lectured on privity of
  contracts.
  **** unequivocally disputed the customer#s accusation and
  committed to attempting to do our absolute best during the appointment,
  but did not guarantee that the door sealing will be installed if the door
  is not suitable.
  **** stated that the Technician will do his best and approach
  the appointment with an open mind and not have a preconceived conclusion
  that the door seal will not be installed on Monday.
  10.28.24 (approx.9:30a) # CLEAResult -**** *****
  ******** called **** ***** and indicated that after he thought
  about it, if we weren#t guaranteeing that we will fix his door, he may
  want to cancel the appointment.
  Requested a return call from **** ******.
  10.28.24 (approx. 10:20a) # CLEAResult -**** ******
  ******** stated that he wants to cancel the appointment unless
  we guarantee the door seal will be installed.
  **** recapped the expectations, including that if we can#t
  successfully door seal that we will pay for a contractor to do the door
  seal.
  ******** also asked if we would pay for the doors to be
  repaired in order to make the door sealing work, and **** confirmed that
  we would pay for the door sealing and not door repairs.
  **** stated that the contractor should send him their quote in
  advance.
  **** stated that door sealing cannot be installed unless it
  will lead to energy savings and door seals that leaves gaps due to a
  warped door is not saving energy.
  **** also stated that Technicians cannot alter or repair
  doors, they can only install seals if it will properly seal the door for
  energy efficiency. ******** stated that he understood we cannot do
  anything outside the scope of the program.
  ******** asked if he can get a Wi-Fi thermostat in his
  conditioned garage. **** said that the Technician can determine whether it
  is eligible when they are on-site.
  ******** decided to keep the appointment at 1:00p.
  **** confirmed that the team will be there at 1:00p and will
  only call if they are running late (i.e. traffic).
  10.28.24 (On-Site 2nd Appointment) 1:00p # CLEAResult ***** ******* and
  ****** ******** (the #Team#)
  Team arrived at 1:00p and customer was upset that they did not
  call in advance and claimed that he was told he would get a call in
  advance.
  ******** was upset that his dog was barking and that he had to
  put the dog away.
  ******** was upset that the dog#s barking was keeping his
  young son awake.
  ******** limited the Team#s ability to offer a comprehensive
  home assessment since he would not let the Team upstairs and did not allow
  them in the garage (eliminating their opportunity to assess the furnace#s
  compatibility for a Wi-Fi Thermostat in the garage).
  Team confirmed that the door seal would not be effective on
  the door (regardless of the size or custom nature of the door) but due to
  the SEVERE WARPING of the door.
  The entry doors are in worse condition than was expected and
  there is no benefit whatsoever to installing door sealing.
  ********#s insistence suggested that his motive was to get
  free door sealing to essentially negate the need to repair or replace the
  doors.
  ******** acknowledged that he intends to replace the doors in
  approximately 5 years.
  ******** stated that he expects CE to provide door seal when
  the door is replaced in 5 years.
  Team stated that they would let management know of his request
  but did not commit to offering door sealing in the future.
  The customer states that he is extremely pleased with the
  on-site Technicians and Supervisor, however, he stated that his concern
  continues to be the inconsistency in messaging among various departments
  and different people he has spoken with.
  HOW WE ARE ENSURING THIS DOESN#T HAPPEN AGAIN FOR OTHER CUSTOMERS:
  Provide additional training on program offerings and
  eligibility requirements for ************** Agents.
  Identified Root Cause and remedied the *** technology issue.
  Revise eligibility requirements to clarify that program
  offerings are subject to eligibility, including whether the installation
  of any measure can be completed consistent with manufacturer#s
  specifications and without requiring any modifications to the existing
  condition of the house.
  SUMMARY OF RESOLUTION:
  - (*Address "Free home Energy Analysis" and what it includes)
  CLEAResult stayed within the constraints of the *** program. The terms
  and conditions in the *** offering specifically states: #Eligibility for
  each measure is determined at the time of the appointment.# We confirmed
  that door is not suitable or eligible for door sealing. Explained to the
  customer that the *** program cannot door seal those doors and the
  customer would need repaired doors.
  - (*Address contradicted what Consumers confirmed over phone)
  Although there is a conflicting customer statement that the appointment
  time was imposed by **********, call recordings show the follow up
  appointment was scheduled at the time the customer requested. In addition,
  our CLEAResult contact center advised that
  the door ceiling is part of the *** and the Technician should have window
  and door kits with them.
  - (*Address repeated call with mis directed transfers # explain)
  Service request was not generated from *** technology for a follow up call
  by Operations and the technology issue has been addressed and remedied.
  - (*Address rescheduled appointment/completion) 10/28 return
  visit to assess whether door sealing could be installed on the customer#s
  12# French Doors. Confirmed that door is not suitable or eligible for
  door sealing. Explained to the customer that the *** program cannot door
  seal those doors and the customer would need repaired doors.
  CLOSING CUSTOMER INQUIRY AS OF 10/28/24
  FOLLOW UP QUALITY CHECK: At the discretion of the Advocate, no additional
  calls were made. Any future follow up should be performed by the
  contractor CLEAResult.
  
  

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in August I applied for appliance repair it was supposed of started on September 1 with two months free I never received the package for it and we are supposed to be on budget plan for $220 a month also that never happened either my **** says different

  

  Business response

  10/15/2024

  10/14/2024 11:52:00 EST (AJPORTER)
  CUSTOMER INFORMATION
  **** ****
  ACCOUNT NUMBER #*****
  ********************************************************************************************
  dates of service: 09/25/2022 - current
  email: *****************
  **********
  INITIAL CONTACT INFORMATION
  -10/09/2024 11:21pm
  the following has been sent via RiverStar to
  email ***************** & SMS ************
  Account Number: ending in 2317
  Service Address: *************************************************************
  Dear **** ****,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with BBB, notification number **********. I assure you
  Consumers Energy takes all customer complaints seriously.
  We will be in touch with you soon to discuss your concerns and gather any
  additional information that may be needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to your ************* Advocate *** ** @
  ********************************************************************************************* if you have any further questions or
  concerns. Our team is dedicated to resolving your issues as soon as
  possible.
  Sincerely,
  Consumers Energy
  **********
  10/09/2024 11:25am
  this concern has been sent to ***************** Plan for follow up and
  resolution
  -10/09/2024 12:54pm
  assigned to **** ******
  **********
  RELEVANT ACCOUNT INFORMATION
  -Current balance is $1261.13, of which $****** is past due and $314.26 is
  an active turn off notice that has expired. My complaint hold will expire
  on 10/18/2024 and the customer will be removed from the Budget Plan for
  lack of payments. This customer will need to discuss their options with
  Consumers Energy or apply for assistance. This customer is also on
  eService Direct Pay (self enrolled).
  -12 Month payment history
  10/19/2023 $ ****** returned 10/24/2024
  03/04/2024 $ ****** returned 03/04/2024
  03/12/2024 $1251.63 returned 03/15/2024
  03/12/2024 $ 5.00
  03/27/2024 $ 15.00
  03/30/2024 $ 720.28
  04/13/2024 $ 277.81
  04/29/2024 $ 277.81
  05/11/2024 $ 278.00
  06/02/2024 $ 30.00
  07/26/2024 $ ****** returned 07/30/2024
  07/29/2024 $ 306.83
  08/02/2024 $ ****** returned 08/07/2024
  08/20/2024 $ 200.00
  08/22/2024 $ 20.00
  09/30/2024 $ ****** returned 10/03/2024
  -08/04/2024 11:47am
  the customer began the enrollment onto the Smart Energy ********** Savers
  Program - the enrollment was completed on 08/29/2024 and her rate plan was
  changed to reflect this plan.
  -08/04/2024 3:37pm
  This customer enrolled online into the Budget Plan. The budget plan is
  meant for customer with consistent monthly payment habits and should have
  a zero balance when enrolling. This customer did not have a zero balance
  and is not in the habit of making a monthly payment. This customer has
  had 6 returned payments in the last 12 months.
  -10/10/2024 **** ******
  The ***************** Department has no record of an enrollment for their
  program. If the customer wants this program, they can enroll online at
  ************************ or at ********************** or call in and be
  transferred to that vendor for more information. Consumers Energy cannot
  enroll customers into the ***************** Plan.
  **********
  CONTACT INFORMATION - continued -
  -10/11/2024 10:43am *** J. *******-******
  called customer ************
  no answer, left message machine
  provided contact information & explained that I believe they are confusing
  the ASP plan and our energy plans (time of use, peak time rewards etc)
  -10/14/2024 11:05am *** J. *******-******
  called customer ************
  no answer, left message machine
  provided my contact phone number and provided the 3 methods for enrolling
  in the ***************** Plan program, online thru
  ************************, or thru Consumers Energy website or by calling
  the ************ and requesting the ***************** Department for
  enrollment. I advised that plan is pre-payment only. I confirmed they are
  enrolled on the A/C Peak Cycling Program with us. I stated I would be
  closing their complaint but can contact me for further concerns.
  -10/14/2024 11:47am *** J. *******-******
  email to customer via RiverStar to
  email ***************** & SMS ************
  Account Number: ending in 2317
  Service Address: **********************************
  Dear **** ****,
  I was unable to reach you by phone. I want you to have this information to
  address the current status of your account.
  The ***************** Plan enrollment can be completed online thru
  Consumers Energy website or by going to ************************. If you
  prefer you can call 1-************ and request to be transferred to the
  ***************** Plan Department. It is an outside vendor that owns that
  program. They have no record of enrollment for you.
  The hold on the account will expire on 10/18/2024. At this moment you are
  past due $******, and $220.00 is due 10/28/2024. If these amounts are not
  paid the Budget Plan will default. You may want to reach out for
  assistance from Consumers Energy or outside agency, if eligible.
  I hope this information is helpful.
  Sincerely,
  Consumers Energy
  **********
  SUMMARY OF RESOLUTION
  *1* ASP - sign up date and how was she signed up
  The ***************** Plan has no record of an enrollment.
  *2* Address no package received
  A welcome package was not received because the customer was not enrolled
  into any ***************** Plan.
  *3* Address Budget Plan enrollment
  This customer enrolled themselves on the plan online thru our website.
  Normally a representative would have advised them to another plan. Budget
  Plan is for customers that are caught up and make regular payments to
  their account. This is not the case for this customer.
  COMPLAINT CLOSED
  10/14/2024
  
  

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In Sep-2024, I paid ~$1,100 for a gas meter upgrade to Consumers Energy for a home generator. Consumers installed the meter, never reignited my pilot light for my fireplace, destroyed 8' x 8' of my sod, and my sprinkler system -- they are now telling me that any damage they cause is my responsibility because I signed a go-ready.The go-ready does not make it clear that they will cause active damage and make me pay hundreds more out of pocket. Their company policy of "we can cause damage to your property if you requested the work" is completely ridiculous and takes advantage of customers who are forced to get ********************** for their gas lines. I have no recourse or resources to pursue action against them and I have no alternative gas provider.

  

  Business response

  10/03/2024

  09/25/2024 14:23:09 EST (JAGATES)
  CUSTOMER INFORMATION:
  **** ****
  Account # ****
  ********************************* 48178-7111
  Dates of service: 02/27/20 - present.
  Email address: ******************** (ebill)
  **NOTES ON ACCOUNT INDICATE THAT THE CUSTOMER STATED GAS CREW TOLD HIM
  THAT CE WOULD SEND SOMEONE OUT TO MAKE REPAIRS**
  09/26/2024 07:42:35 EST (JAGATES)
  THIS HAS BEEN ASSIGNED TO CEM AND GAS OPERATIONS.
  CUSTOMER CONTACT:
  09/26/24: A text/email has been sent via Riverstar:
  Dear **** ****,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with Eastern Better Business Bureau, notification number
  1071925944. I assure you Consumers Energy takes all customer complaints
  seriously.
  We will be in touch with you soon to discuss your concerns and gather any
  additional information that may be needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ***** ***** @ ************** or
  ******************************************************************************** if you have any further questions or concerns.
  Our team is dedicated to resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  10/03/2024 07:33:28 EST (JAGATES)
  10/02/24: I received an email from ****** *******, Supervisor Gas
  Distribution.
  - 09/26/24: A Gas supervisor spoke to the customer and the property
  restoration group. Property restoration has agreed to pay the customer
  $60.00 to make his own repairs/restoration to his lawn.
  - This was customer requested work for a gas upgrade due to installation
  of a gas generator at the home. An 8'x8' area was damaged in the ROW
  (Right of Way).
  - CE is responsible for all restoration in the ROW, even for Customer
  requested work.
  SUMMARY OF RESOLUTION:
  - ADDRESS DESTROYED SOD, SPRINKLER SYSTEM DAMAGE # RESPONSIBILITY: CE is
  responsible for all restoration in the ROW. CE is responsible for the
  repairs.
  - ADDRESS #GO READY# FORM # DOES THIS EXPLAIN IN DETAIL, RESPONSIBILITY:
  Yes it does, for all restoration on private property on Customer requested
  work.
  - IS CE RESPONSIBLE FOR REPAIRING DAMAGES: Yes, in ROW only.
  COMPLAINT CLOSED 09/26/24
  FOLLOW UP:
  10/03/24: The following email has been sent via Riverstar:
  This message is to follow up on your inquiry filed with the Eastern Better
  ***************. I understand that you've been able to speak to a
  supervisor who was able to resolve your concerns. We appreciate your
  patience as we worked to look into your concerns and follow up.
  We will be sharing our findings with the Eastern Better Business Bureau.
  If you have any additional questions, please feel free to reach out to
  ***** ***** via email at: ******************************************

  Customer response

  10/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  **** ****

• Initial Complaint

  09/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was trying to find help with my consumers and agency can't help until after Oct 1 and I'm willing to pay just can't pay until Oct 3 and consumers won't give me a hold and it's gonna be turned off any time after Sept 23 my house is down sick and I've been in car accident so haven't worked for a few weeks pay been low just need a hold on consumers until i can find someone to help pay it or I can address is *********************************

  

  Business response

  09/27/2024

  09/23/2024 16:21:12 EST (AJPORTER)
  CUSTOMER INFORMATION
  ***** ****
  ACCOUNT NUMBER #****
  *************************************************************************
  dates of service: 01/16/2020 - current
  email: ******************
  **********
  INITIAL CONTACT INFORMATION
  -09/23/2024 9:15am
  the following has been sent via RiverStar to
  email: ****************** & SMS ************
  Account Number: ending in ****
  Service Address: ********************************
  Dear ***** ****,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with BBB, notification number *********. I assure you
  Consumers Energy takes all customer complaints seriously.
  We will be in touch with you soon to discuss your concerns and gather any
  additional information that may be needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to your ************* Advocate *** ** @
  ********************************************************************************************* if you have any further questions or
  concerns. Our team is dedicated to resolving your issues as soon as
  possible.
  Sincerely,
  Consumers Energy
  **********
  RELEVANT ACCOUNT INFORMATION
  -12 Months Payment History
  date amount
  **/**/2023 $ 118.00
  07/22/2024 $**34.74 ************* Consumers Energy
  07/22/2024 $**49.67 ************* Consumers Energy
  -Current *******
  date action
  09/11/2024 Mailed Turn Off Notice
  09/18/2024 Phone call, not completed
  09/20/2024 Mailed Intent to Disconnect
  -Hold History
  dates Action
  01/08/2024 - 02/07/2024 State Emergency Relief Application (30)
  02/05/2024 - 02/20/2024 Shut Off Protection enrollment pending (14)
  02/13/2024 - 03/14/2024 Applied for Assistance (60)
  03/21/2024 - 03/25/2024 Complaint Courtesy Hold (5)
  03/28/2024 - 04/27/2024 Applied for Assistance (30)
  04/23/2024 - 05/23/2024 Applied for Assistance (30)
  05/23/2024 - 05/23/2024 Complaint Courtesy Hold (1)
  05/23/2024 - 06/07/2024 Shut Off Protection enrollment pending (14)
  06/06/2024 - 07/06/2024 Applied for Assistance (30)
  07/08/2024 - 07/15/2024 Energy ********************* Hold (7)
  07/**/2024 - 08/09/2024 Applied for Assistance (30)
  -Plan/Program History
  Plan/Program begin default reason
  Shut Off Protection Plan **/11/2023 12/09/2023 no payment
  Shut Off Protection Plan 12/12/2023 12/26/2023 no payment
  CARE 06/06/2024 06/06/2024 docs requested
  Installment Plan 03/23/2024 05/23/2024 cust req, spp
  -Complaint History
  03/21/2024 MPSC
  05/23/2024 MPSC
  09/23/2024 BBB
  *********
  COMMUNICATION HISTORY - continued -
  -09/23/2024 11:26am *** J. *******-******
  called customer ************
  no answer, left message machine
  -09/23/2024 9:26am *** J. *******-******
  email received from customer
  I received your text but am I still gonna be shut off today ***** ****
  ******************************************************* [**********] I understand I have to pay but
  like I said in bbb I can't right now not until at least Oct 3 when my wife
  gets her SS check please put a hold on it email or text us back soon thank
  u ***** ****
  -09/23/2024 11:36am *** J. *******-******
  email to customer
  **** &/or ***** ****
  Thank you for your email response. I understand your situation and have
  fully investigated your options. There is one way to prevent your pending
  disconnect. It requires a payment of $*****, once the payment posts, I
  will enroll you into the Shut Off Protection Plan. However, if a payment
  is not received and your service is interrupted, the amount for reconnect
  will change.
  To clarify/confirm, a hold will not be placed on your account. A payment
  of $***** is needed to prevent disconnection of your service.
  I hope this information is helpful.
  *** **
  ************* Advocate
  -09/23/************ *** J. *******-******
  email received from customer
  How long do I have to make this payment before service is off maybe I can
  see if someone can lend it to me in a couple days the *****
  -09/23/2024 12:13pm *** J. *******-******
  email to customer
  Anytime beginning tomorrow ******.
  your service can be disconnected.
  -09/23/2024 2:05pm *** J. *******-******
  email from customer
  I don't think I can come up with the ***** by tomorrow morning so guess
  power will be turned off my family don't get check until Thursday thanks
  for trying to help
  -09/23/2024 4:07pm *** J. *******-******
  email to customer
  ***** &/or ****
  An agency hold was placed at 3:40 today thru our portal for
  ****************************************************
  09/23/2024 # **/23/2024
  Enjoy your day.
  *** **
  ************* Advocate
  **********
  SUMMARY OF RESOLUTION
  *1* Shut off notice - *******
  A current ******* history is noted above in this report. A Turnoff Notice
  was mailed on 09/11/2023 and an Intent to Disconnect was mailed
  09/20/2024.
  *2* Actual Reads
  All reads have been actual for the duration of this customers account.
  *3* Payment History
  A 12-month history is noted above in this report. There have been 2
  payments in the last 12 months. One from the customer and one is
  ********************** charity aid.
  *4* Address Holds
  A 30-day hold was placed on the account today by ************. The
  customer has had 6 ****** holds in the last 12 months, 2 14-day holds, 1
  7-day hold and 2 others. This customer is not eligible for any holds
  other than from an agency. A full hold history is noted above in this
  report.
  COMPLAINT CLOSED
  09/23/2024
  
  

• Initial Complaint

  09/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/12/24 contacted consumers Energy about flickering lights, tech came out disconnected service at house and pole when he could have installed temp jumper and give me time to make repairs and left me with power, now it's possible to be out of power for over a week, I'm going thru chemo and need oxygen how do I get them to make temp repairs till I can get electrician ery upset

  

  Business response

  09/19/2024

  09/16/2024 09:06:00 EST (JAGATES)
  CUSTOMER INFORMATION:
  ***** L ****
  Account # ****
  ********************************************************************************
  Dates of service: 07/07/21 - present.
  Email address: *************** (on acct), ******************* (provided to
  the BBB)
  09/16/2024 09:08:57 EST (JAGATES)
  THIS HAS BEEN ASSIGNED TO ELECTRIC OPERATIONS FOR RESOLUTION.
  CUSTOMER CONTACT:
  09/16/24: 9:11 am - A text/email was sent via Riverstar:
  Dear ***** ****,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, notification number
  1071857101. I assure you Consumers Energy takes all customer complaints
  seriously.
  We will be in touch with you soon to discuss your concerns and gather any
  additional information that may be needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ***** ***** @ ************** or
  ******************************************************************************** if you have any further questions or concerns.
  Our team is dedicated to resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  09/19/2024 10:22:22 EST (JAGATES)
  09/19/24: ******* ******, Supervisor Electric Operations, called and spoke
  with the customer:
  - customer was upset that CE did not fix his connections on the customer's
  side of the meter. Customer was aware that these wires were under the
  ownership of the customer.
  - ******* had discussed this with the technician that was on sight and
  confirmed that it was an issue on the customer's end and without
  continuity on the neutral, this presented a dangerous situation that
  needed to be disconnected right away.
  - ******* made the customer aware that our policy is not to fix or repair
  wires on the customer's side of the meter.
  - customer is a former lineman for DTE and wasn't happy about it.
  - customer's service was reconnected after repairs and inspection on
  09/17/24.
  SUMMARY OF RESOLUTION:
  - ADDRESS DISCONNECT OF SERVICE FROM HOUSE TO POLE: Technician
  disconnected the customer due to their neutral being corroded and not
  intact near the meter on the customer's end/entrance wires.
  - ADDRESS TEMP SERVICE/TEMP REPAIRS: These repairs needed to be done by an
  electrician due to being an issue on the customer's side of the meter.
  COMPLAINT CLOSED 09/19/24
  FOLLOW UP:
  09/19/24: At the discretion of the Customer Advocate, a follow-up call is
  not being made.
  
  

• Initial Complaint

  09/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am reaching out via BBB because there is no way to email customer service at **********************. Their hours are M-F 7am to 6pm, hours that I am not available for an hour or longer wait on hold.I am writing regarding a $3.22 late fee assessed to my account due to a missed payment last month. This was an oversight on my part, and I sincerely apologize for the missed payment.This was the first time in my history with Consumers Energy that I have missed a payment. The reason for the oversight was that I recently switched jobs and had no income for two weeks during this transition. This caused significant stress, and unfortunately, I was unable to plan for the payment in time. Upon realizing this, I promptly paid the outstanding amount via credit card to resolve the issue as quickly as possible, which incurred an additional fee.In light of these circumstances, I kindly request that the $3.22 late fee be refunded as a gesture of goodwill. I value the reliable service that Consumers Energy provides and have always maintained a timely payment record until this recent situation.

  

  Business response

  09/11/2024

  09/09/2024 11:53:37 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  *********************
  ACCOUNT NUMBER: 2603
  ****************************************************************************************************
  Dates of Service: April 15, 2024 - Present
  Email Address: *****************************
  **********
  RELEVANT ACCOUNT INFORMATION:
  Current Balance: $182.41
  *****
  Billing History:
  Due Date Amount Due
  06/03/24 $ 94.48
  06/28/24 $136.53
  07/30/24 $209.03
  08/28/24 $167.25
  09/27/24 $179.19 + $3.22 late fee
  *****
  Payment History:
  Date Amount
  06/03/24 $ 94.48
  06/17/24 $136.53
  07/29/24 $209.03
  09/07/24 $167.25
  *****
  09/09/24 - I have removed the $3.22 late fee as a one-time courtesy to the
  customer.
  **********
  CUSTOMER CONTACT SUMMARY:
  9/9/******** pm
  I called ******************* at ************ and left a voicemail telling him I
  received the inquiry he placed with the BBB regarding his account. I asked
  that he return my call to go over his concerns and left my call back
  number.
  09/09/2024 12:12:09 EST (DJLOUCKS)
  12:13 pm
  **** returned my call and I let him know that I had removed the $3.22 late
  fee as a courtesy. He is aware this leaves his balance at $179.19. He told
  me he really appreciated me doing that. When I asked if he had any other
  concerns, he stated he didn't.
  **********
  SUMMARY OF RESOLUTION:
  9/9/24
  ADDRESS LATE FEE:
  Customer had a payment due on 8/28/23 and wasn't received until 9/7/24. A
  $3.22 late fee was added to the account. As a courtesy that late fee has
  been removed and the customer is aware.
  CUSTOMER INQUIRY CLOSED AS OF 9/9/2024
  
  

  Customer response

  09/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I consider this complaint resolved and thank ****** for her professionalism and promptness in resolving this issue.

  Kindest regards,

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

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For months I have gotten monthly charges from Consumers Energy. I do not even live in the state that they service. I have called multiple times. I am told since I do not have an account that there is nothing they can do. Someone is using my bank account to pay their bill. This is 100% fraud. I was told that I am unable to do anything because it is not my name or address on the service account. You would think if someone is using someone else's bank account and making fraudulent transactions that it could be stopped. Their only solution was that I need to close my bank account. I have gotten charged for stop payments each month from my bank. This is so absurd. Apparently it is okay to allow fraud charges to continue according to Consumer's Energy.

  

  Business response

  09/04/2024

  08/27/2024 10:10:53 EST (JAGATES)
  CUSTOMER INFORMATION:
  *****************************
  Email address: ********************************
  Old account under this same name:
  Account # ****
  *********************************************************************************
  Dates of service: 02/28/07 - 06/04/09
  CUSTOMER CONTACT:
  08/27/24: I have sent the following email to the customer:
  Dear ********************,
  I#m pleased to let you know that we've received your concerns regarding
  payments being extracted from your account for payment to a Consumers
  Energy account. I have been assigned to look into this for you and I am
  reaching out to you in hopes that you will be able to provide me with
  additional information.
  Do you have the Consumers Energy account number or address that the
  payments are being applied to? Do you recall when you spoke to a
  Consumers Energy **************** Representative? What phone number did
  you call from? (Your phone number will help me pull the recording of the
  phone call) Can you provide me with the dates and amounts of the
  fraudulent payments?
  I appreciate any information that you can provide that will help me with
  my investigation. I look forward to hearing from you.
  Respectfully,
  *********************, Customer Advocate
  Office: ************ | Fax: ************
  *************************************************** | www.ConsumersEnergy.com
  08/28/2024 12:24:49 EST (JAGATES)
  08/28/24: 12:25 pm - I called ********** and got voicemail. I left a
  message with my contact information, requesting a call back.
  08/30/2024 10:42:09 EST (JAGATES)
  08/30/24: 10:42 am - I called ********** and got voicemail. I left a
  message with my contact information requesting a call back.
  08/30/2024 13:14:08 EST (JAGATES)
  08/30/24: There has been no response from the customer. I am sending the
  following email:
  Dear ********************,
  I have attempted to reach out to you several times, both by phone and
  email but have not been successful in reaching you. In order to
  investigate your concerns, I do need additional information as I indicated
  in the email below. As soon as I have this information, I will be able to
  look into this matter and resolve it for you.
  Please contact me as soon as possible with the requested information.
  Sincerely,
  *****
  Customer Advocate
  **********************
  SUMMARY OF RESOLUTION:
  - ADDRESS CLAIM OF NO ACCOUNT BUT RECEIVING MONTHLY CHARGES: I was unable
  to investigate without additional specific information from the customer.
  Customer did have an account with *************************** - 2009. There is
  no banking information associated with this account.
  - ADDRESS IDENTITY THEFT: Unable to determine if there is identity theft.
  - ADDRESS FRAUD CHARGES: Additional information is needed from the
  customer to determine if there has been fraudulent activity.
  COMPLAINT CLOSED 08/30/24

*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. ↩