Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two men claiming to be with dte came to my door asking about the gas bill and wouldnt leave even after I told them the **** wasnt in my name. They claimed they were updating their billing system and it would only take a min. Come to find out it wasnt dte at all it was this awful company preying on people in hopes they wouldnt notice. Im disgusted with these unethical business practices and plan on warning all my neighbors that might have been fooled .

  

  Business Response

  Date: 06/01/2023

  The customer spoke with an MNG sales representative on *** 19, 2023, about enrolling in the Gas Customer Choice Program.

  
  ********************** missed a call from the customer on *** 24, 2023. MNG returned the customers call on *** 24,2023, and left a voicemail.  As of this response, the customer has not returned a call to our customer service department. On *** 30, 2023, MNG received notice of BBB Complaint # ********. Due to receiving the complaint, the customers enrollment with Michigan Natural Gas has been cancelled. As requested, Michigan Natural Gas has not contacted the customer.
  
  In regard to the customers allegations pertaining to the agent misrepresenting themselves, agents marketing on behalf of Michigan Natural Gas wear an approved uniform, including a Michigan Natural Gas vest and a badge that clearly states the agent works for Michigan Natural Gas. Agents are also required to provide each potential customer with a ********************** card that displays our logo and our toll-free number.
  The agent involved with the enrollment has been retrained on clearly stating the details of the Program,and the importance of compliance. Michigan Natural Gas takes all compliance issues seriously and will continue to monitor our sales and customer service teams to ensure our high-quality standards are being met.
  
  Please let us know if you need additional information concerning this matter.

  
  Sincerely,
  

  Michigan Natural Gas

• Initial Complaint

  Date:05/14/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Misleading information to get a contract signed.

  

  Business Response

  Date: 05/18/2023

  The customer spoke with an MNG sales representative on May 3, 2023, about enrolling in the Gas Customer Choice Program. ********************** submitted the enrollment to the utility on May 4, 2023. On May 5, 2023, Michigan Natural Gas received a response back from the utility stating the enrollment was rejected. The customer will not receive service from **********************. 

  
  On May 15, 2023, MNG received notice of BBB Complaint # ********. Michigan Natural Gas has not contacted the customer as requested. ********************** has placed the telephone number provided in the complaint on our internal Do Not Call list and placed the customers address on our internal Do Not Solicit list.

  
  Michigan Natural Gas takes all compliance issues seriously and will continue to monitor our sales and customer service teams to ensure our high-quality standards are being met.
  Please let ** know if you need additional information concerning this matter.

  
  Sincerely,

  
  Michigan Natural Gas
  

  
  

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Different workers from this company visit my house every few months. I have repeatedly advised them that I am not interested in their services. Please make sure they do not come to my house again.

  

  Business Response

  Date: 04/10/2023

  On April 6, 2023, Michigan Natural Gas received notice of BBB Complaint # ********. Michigan Natural Gas has not contacted the customer as requested. 

  
  Upon receipt of the complaint, Michigan Natural Gas searched its records and was not able to locate enrollment records for this customer. Nonetheless, the account information provided by the customer has been flagged in the ********************** database to ensure the customer information cannot be processed for enrollment. Additionally, Michigan Natural Gas has placed the telephone number provided in the complaint on our internal Do Not Call list and placed the customers address on our internal Do Not Solicit list.
  

  Michigan Natural Gas takes all compliance issues seriously and will continue to monitor our sales and customer service teams to ensure our high-quality standards are being met.
  

  Please let us know if you need additional information concerning this matter.
  

  Sincerely, 
  

  Michigan Natural Gas
  

  
  

  Customer Answer

  Date: 04/10/2023

  [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

  Date:03/21/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business made me believe they were the gas company I was already using when they approached my door asking for information. I provided, and later found out they were a different gas company, and all the information they requested was so they could switch me to them. When my gas bill doubled I looked into it and cancelled with them, which requires a cancellation fee. This company is using unethical practices like making me believe they were my current provider while requesting my information, and the wording they use in their contract is specifically confusing so as to be deceptive to customers.

  

  Business Response

  Date: 03/23/2023

  The customers account was enrolled with Michigan Natural Gas on October 3, 2022, after speaking with an in-person sales representative. A welcome letter and terms and conditions of the contract were mailed to the customer after enrollment.
  On February 2, 2023, Michigan Natural Gas received a notice from DTE that the customer had requested to switch to a new ********************** gas supplier and contacted the customer to inquire about the switch. We were unable to speak with the customer but left a voicemail informing the customer that ********************** received notice of the change and informing the customer of a $50 early termination fee for cancelling prior to the end of the contract term. 
  The customer contacted ********************** on February 10, 2023, to confirm the change on the account. We reviewed the terms and conditions of the agreement. Specifically, we explained that due to the cancellation occurring outside the 30- day unconditional right to cancel period, an early termination fee is due. As an alternative to cancelling, Michigan Natural Gas offered to change the account to a new fixed rate for the remainder of the customers contract at no charge. According to the call notes, the customer wanted to compare the *** fixed rate with his new supplier before deciding how he would like to proceed. During the call, the customer made no mention of issues regarding enrollment.
  On March 21, 2023, the customer contacted ********************** regarding the early termination fee. The customer acknowledged signing the agreement. During the call, Michigan Natural gas offered to send the customer a copy of the signed contract to review the terms and conditions, and proof of enrollment was sent to the customer for review immediately following the call.
  Michigan Natural Gas received notice of the customers concerns on March 22, 2023. Regarding the customers allegations pertaining to the agent misrepresenting themselves, agents marketing on behalf of Michigan Natural Gas wear an approved uniform, including a Michigan Natural Gas vest and a badge that clearly states the agent works for Michigan Natural Gas. Agents are also required to provide each potential customer with a ********************** card that displays our logo and our toll-free number.
  Michigan Natural Gas maintains the enrollment is valid. The customers current contract was not set to expire until October 31, 2023, and an early termination fee of $50 remains due on the account.
  Please let us know if you need additional information concerning this matter.
  
  

• Initial Complaint

  Date:02/26/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 02/23/2023, two men came to my door saying they were with Michigan Natural Gas seeing how they can get my bill lower with DTE and wanted to view my bill. The guy claimed they would provide my information and get my bill lowered my 10%. He had me sign my name to state that he spoke with me. After the men left, I get an email of a 12 month contract that had my signature on it! I never agreed to signing a contact or was told about a contract.

  

  Business Response

  Date: 03/01/2023

  The customer spoke with a ********************** sales representative on February 23, 2023, about enrolling in the Gas Customer Choice Program. Following this enrollment, the customer sent an email to ********************** **************** requesting to cancel the recent enrollment with Michigan Natural Gas. Michigan Natural Gas contacted the customer on February 24, 2023, to gather more information regarding the experience with the authorized sales representative but was unable to speak with the customer. Per the customers request, the customer information was flagged in our database to ensure the customer information would not be processed for enrollment. An email confirming the cancellation was sent to the customer.
  

  On February 27, 2023, ********************** received notice of BBB Complaint #********. Michigan Natural Gas contacted the customer on March 1, 2023, to gather more information regarding the experience with the authorized sales representative. Unfortunately, Michigan Natural Gas was unable to speak with the customer and as of this response, we have not received a return call from the customer. The agent involved with the enrollment has been retrained on clearly stating the details of the Program, and the importance of compliance. Michigan Natural Gas takes all compliance issues seriously and will continue to monitor our sales and customer service teams to ensure our high-quality standards are being met.

  
  Please let us know if you need additional information concerning this matter
  

  
  

• Initial Complaint

  Date:12/29/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with Michigan Natural Gas, LLC (MNG) for delivery of natural gas. My price per Mcf is double the month-to-month rate at Consumers Energy ($12.79 vs. $6.41). I called Michigan Natural Gas customer service on 12/29/22 at **************. i spoke with ****** and then was escalated to ****** (Emp. ID ******. I explained that I was frustrated that my rate was double the market rate of Consumers. They both told me they could assist me in signing a new contract with MNG. I told them I wasn't interested and felt they were price gouging charging double the current market rate (not contract rate). I asked what my rate was for this current month and neither could or would tell me. They continued to tell me that they did not have that information in their office. I asked to be escalated to someone who could tell me. They would not and said there was no way to give me that information. I continued to ask why as a current customer, I cannot get my current rate. They told me over and over they could sign me up for a new contract, but could not give me current rate information. I asked to be called back by someone who could give me rate information. They would not take my call back information and told me that no one could give me that information, even though I am a customer. I find this completely egregious, especially since they are charging me double the market rate and could not even tell me the current rate for the current billing cycle as a current customer. This seems and feels like a scam. I verbally canceled my account, but they said it will take one to two billing cycles. I again asked what they would be charging me during that time and they did not know / wouldn't tell me. I can't imagine this is a legal practice...I have the portion of the call with ****** recorded, and I let her know I was recording, if someone would like to listen to the conversation.

  

  Business Response

  Date: 01/09/2023

  The customers account was enrolled with Michigan Natural Gas on January 4, 2019, after returning a signed contract to Michigan Natural Gas. A welcome letter and terms and conditions of the contract were mailed to the customer after enrollment.
  On November 20, 2019, Michigan Natural Gas mailed a letter notifying the customer that the contracted fixed rate the account was currently enrolled on was due to expire in approximately 60 days. The letter also contained information about new fixed rate options available to the customer. ********************** received a signed contract for a new fixed rate. The signed contract is attached to this response. 

  
  On December 16, 2020, Michigan Natural Gas mailed a letter notifying the customer that the contracted fixed rate the account was currently enrolled on was due to expire in approximately 60 days. The letter also contained information about new fixed rate options available to the customer. ********************** received a signed contract for a new fixed rate. The signed contract is attached to this response. 

  
  On December 15, 2021, Michigan Natural Gas mailed a letter notifying the customer that the contracted fixed rate the account was currently enrolled on was due to expire in approximately 60 days. The letter also contained information about new fixed rate options available to the customer. ********************** received no response from the customer regarding the rate renewal letter. On February 7, 2022, the customers contracted rate expired. The customers account went to a monthly rate that can fluctuate and can be cancelled at any time without penalty.

  
  On December 29, 2022, the customer contacted ********************** inquiring about the rate on the most recent bill. Michigan Natural Gas explained the account was currently on a month-to-month variable rate that can be cancelled at any time. We also provided the customer with our fixed rate options. We explained that if the customer agreed to a new ******** contract, Michigan Natural Gas would be willing to re-rate the customer for the most recent billing period for the difference between the rate charged and the new contracted rate. The customer requested to speak with a supervisor regarding his account. At the customers request, the call was transferred. The supervisor explained that the initial contract term had ended, and the contracted rate had expired. Michigan Natural Gas again offered the customer a ******** fixed rate contract and upon execution of the same, Michigan Natural Gas would be willing to re-rate the customer for the most recent billing period for the difference between the rate previously charged and the new contracted rate. The customer declined the offer and requested a cancellation. The supervisor explained that it could take one or two billing cycles for the fixed rate to be applied to the bill. 
  The cancellation was confirmed with Consumers on January 3, 2023.

  
  Michigan Natural Gas takes all compliance issues very seriously and will continue to monitor our sales and customer service teams to ensure our high-quality standards are being met.
  
  Please let us know if you need additional information concerning this matter.
  Sincerely, 
  Quality Control
  Michigan Natural Gas
  ************
  

  
  

• Initial Complaint

  Date:12/23/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company came to my door posing as consumer employees and got me to switch natural gasses saying they were offering a discount if I signed some paperwork, now I am being charged almost double to heat my house. This company is an absolute scam, and should be shut down.

  

  Business Response

  Date: 01/02/2023

  The customers account was enrolled with Michigan Natural Gas on March 9, 2021, after speaking with an in-person sales representative. A welcome letter and terms and conditions of the contract were mailed to the customer after enrollment.

  
  ********************** received notice of BBB Complaint # ******** on December 26, 2022. On December 27, 2022, the customer contacted ********************** requesting a cancellation. As an alternative to cancelling, we explained that if the customer agreed to a new ******** contract, Michigan Natural Gas would be willing to re-rate the customer for the most recent billing period for the difference between the rate charged and the new contracted rate. However the customer declined. During the call, the customer made no mention of issues with the authorized sales representative. The cancellation was confirmed by Consumers Energy on December 28, 2022.
  

  In regard to the customers allegations pertaining to the agent misrepresenting themselves, agents marketing on behalf of Michigan Natural Gas wear an approved uniform, including a Michigan Natural Gas vest and a badge that clearly states the agent works for Michigan Natural Gas. Agents are also required to provide each potential customer with a ********************** card that displays our logo and our toll-free number. Additionally, the customer signed an agreement that clearly displays Michigan Natural Gas in bold letters across the top and states the customer understands they are switching to alternative gas supplier.
  

  Michigan Natural Gas takes all compliance issues very seriously and will continue to monitor our sales and customer service teams to ensure our high-quality standards are being met.
  
  Please let us know if you need additional information concerning this matter.
  

  
  

• Initial Complaint

  Date:12/14/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Salesman pretended to be a semco person and approached us to talk about our gas bill. He told us we should be getting a lower rate. We never signed any contract nor did we show him our semco bill that he asked for. Yet somehow two months later we noticed a charge from this company on are gas bill. We never agreed to sign up for anything, and we assume he just forged a contract because we never signed one. Now the company refuses to acknowledge and make things right. And we are left with a gas bill that has doubled in price.

  

  Business Response

  Date: 12/16/2022

  The customers account was enrolled with Michigan Natural Gas on August 10, 2022, after speaking with an authorized sales representative. A welcome letter and terms and conditions of the contract were mailed to the customer after enrollment.
  On December 12, 2022, Michigan Natural Gas received a notice from SEMCO that the customer had requested to switch to a new ********************** gas supplier and contacted the customer to inquire about the switch. We were unable to speak with the customer but left a voicemail informing the customer that ********************** received notice of the change and informing the customer of a $50 early termination fee for cancelling prior to the end of the contract term. The customer returned the call to ********************** on December 12, 2022. According to the call notes, ****************** was unaware of enrolling with a new *************** Supplier and wanted to speak with SEMCO before deciding how hed like to proceed. 

  
  On December 14, 2022, the customer contacted ********************** regarding the early termination fee. We reviewed the terms and conditions of the agreement. Specifically, we explained that due to the cancellation occurring outside the 30- day unconditional right to cancel period, an early termination fee is due. The customer acknowledged signing the agreement. During the call, Michigan Natural gas offered to send the customer a copy of the signed contract to review the terms and conditions, however the customer declined and abruptly ended the call. 

  
  Michigan Natural Gas received notice of the customers concerns on December 14, 2022. In regard to the customers allegations pertaining to the agent misrepresenting themselves, agents marketing on behalf of Michigan Natural Gas wear an approved uniform, including a Michigan Natural Gas vest and a badge that clearly states the agent works for Michigan Natural Gas. Agents are also required to provide each potential customer with a ********************** card that displays our logo and our toll-free number.
  Michigan Natural Gas maintains the enrollment is valid. The customers current contract was not set to expire until August 31, 2023, and an early termination fee of $50 remains due on the account.
  Please let us know if you need additional information concerning this matter.
  

  Sincerely, 
  

  Compliance Dept

  Michigan Natural Gas
  

  
  

• Initial Complaint

  Date:10/19/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A male knocked on my door claiming to be working with Consumers Energy stating that he was there to update my bill and that the rate was supposed to be lower as though I had been overpaying. I signed what I didn't realize was a contract that would be switching me over to their service instead. This was not discussed and I was lied to. I was not given complete or true information until after I had signed. I want to cancel this service and contract immediately. If I had been given true and complete information up front, I would not have signed for anything. I feel they are a complete scam.

  

  Business Response

  Date: 10/21/2022

  The customer spoke with a ********************** sales representative on October 17, 2022, about enrolling in the Gas Customer Choice Program. On October 19, 2022, the customer contacted ********************** outside of business hours. Michigan Natural Gas returned the customers call on October 20, 2022, and the customer requested cancellation. We assured the customer that the information provided would be flagged in the Michigan Natural Gas database to ensure the customer information would not be processed for enrollment. During the call, the customer made no mention of issues regarding her enrollment.
  On October 20, 2022, Michigan Natural Gas received notice of BBB Complaint #********. Michigan Natural Gas contacted the customer on October 20, 2020, to gather more information regarding the experience with the authorized sales representative. Unfortunately, Michigan Natural Gas was unable to speak with the customer and as of this response, we have not received a return call from the customer.
  
  In regard to the customers allegations pertaining to the agent misrepresenting themselves, agents marketing on behalf of Michigan Natural Gas wear an approved uniform: including a Michigan Natural Gas vest and a badge that clearly states the agent is representing Michigan Natural Gas. Agents are also required to provide each potential customer with a ********************** card that displays our logo and our toll-free number. 
  The agent involved with the enrollment has been retrained on clearly stating the details of the Program, and the importance of compliance. Michigan Natural Gas takes all compliance issues seriously and will continue to monitor our sales and customer service teams to ensure our high-quality standards are being met.
  
  Please let us know if you need additional information concerning this matter.
  
  

  Customer Answer

  Date: 10/21/2022

   

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********. The issue was resolved and I apologize for the ***** complaint. How the initial situation took place was the reason for the complaint. The way the person withheld information and lied about the purpose of the door to door visit had made the business seem like a scam to me. If not a scam then just a very shady business tactic. The business did return my call and resolved the issue. They were super polite and helpful.

  Regards,

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

• Initial Complaint

  Date:09/13/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday Sept 13th I was approached by a young man who told me he was with michigan natural gas making sure consumers energy was not over charging me for gas. He asked to see my consumers bill and said I was overcharged and to sign his papers. I was really busy at the moment and did not realize I was signing a contract at no point did the man tell me it was a contract or I was opting into a service

  

  Business Response

  Date: 09/14/2022

  The customer spoke with an MNG sales representative on September 13, 2022, about enrolling in the Gas Customer Choice Program. 

  
  On September 13, 2022, MNG received notice of BBB Complaint # ********. Michigan Natural Gas contacted the customer on September 14, 2022, to gather more information regarding the experience with the authorized sales representative and the customers decision to cancel. During the call, the customer confirmed that the representative clearly stated he was marketing on behalf of Michigan Natural Gas. The customer acknowledged signing the agreement, but states he assumed he was speaking with a state employee. We apologized for any inconveniences and assured the customer that his information had been flagged to ensure an enrollment would not be processed for the account.

  
  The agent involved with the enrollment has been retrained on clearly stating the details of the Program, and the importance of compliance. Michigan Natural Gas takes all compliance issues seriously and will continue to monitor our sales and customer service teams to ensure our high-quality standards are being met.
  
  Please let us know if you need additional information concerning this matter.