Complaints

This profile includes complaints for Consumers Energy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Consumers Energy

  530 W Willow St Lansing, MI 48906-4874

  
• 

  Consumers Energy

  4000 Clay Ave SW Grand Rapids, MI 49548-3017

  
• 

  Consumers Energy

  PO Box 369 Royal Oak, MI 48068-0369

  
• 

  Consumers Energy

  2400 Weiss St Saginaw, MI 48602-3858

  
• 

  Consumers Energy

  666 W. Willow St. Lansing, MI 42069

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:06/25/2025

  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.

  A letter was mass sent out to tell the consumer about their OnCourse Home Solutions program. It is an insurance policy the home owner could sign up for to cover repairs on water or sewer lines. Then a couple of weeks later another letter marked Second Notice was sent to the same address. This could lead the consumer to think if not signed up and paid for, further action would be taken. Especially elderly people. This should not be done. SOLUTION: the words Second Notice removed from any more advertisement sent to the address.

  

  Business Response

  Date: 07/02/2025

  CUSTOMER INFORMATION:
  CYNTHIA VIDOR
  Account # ********0149
  2763 MEADOWWOOD ST MOUNT PLEASANT MI 48858-8087
  Dates of service: 07/31/21 - present.
  Email address: [email protected]
  06/26/2025 10:12:37 EST (JAGATES)
  THIS HAS BEEN ASSIGNED TO ASP/ONCOURSE HOME FOR RESOLUTION.
  INITIAL CUSTOMER CONTACT:
  06/26/25: 10:15 am - A text/email has been sent via Riverstar:
  Dear CYNTHIA VIDOR,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, notification number
  1074534330. I assure
  you Consumers Energy takes all customer complaints seriously.
  The Appliance Service Plan is not regulated by the Michigan Public Service
  Commission, and therefore we are unable to provide them with your
  telephone number or email address. Please call 517-788-0191 and leave a
  message with your name, address, phone number and email address and they
  will call you back to resolve your concerns as soon as possible.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to Julie Gates @ (517) 374-2041 or
  [email protected] if you have any further questions or concerns.
  Our team is dedicated to resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  07/01/2025 13:56:26 EST (ASBERTRA)
  RELEVANT INFORMATION
  ·
  The words #second notice# has been removed from all marketing
  materials from Oncourse Home Solutions.
  ·
  Cynthia Vidor, has been added to the #do not solicit# Oncourse
  marketing list.
  ·
  Our CE team, along with Oncourse, is setting up a more robust
  review process of marketing materials to flag something like this BEFORE
  it goes to customers.
  CUSTOMER CONTACT:
  7/1/2025 1:52PM Amy Bertram spoke with Cindy, I explained that she was not
  the only customer to be concerned, and we do understand how that could be
  interpreted incorrectly as past due notice. The verbiage has been removed
  and will not be used with any future marketing.
  In addition, she has been added to our do not solicit list and will not
  receive these in the future. Cindy was pleased with this information.
  Closed complaint 7/1/2025

  Customer Answer

  Date: 07/02/2025

  [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 23518342, 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,

  
  

  Cindy Vidor

• Initial Complaint

  Date:06/20/2025

  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.

  I am submitting this complaint regarding Consumers Energys ***************** Plan due to their failure to provide proper service, their misdiagnosis of an appliance issue, and their refusal to take accountability or issue a refund.I was enrolled in Consumers Energys ***************** Plan, which is advertised as a comprehensive protection plan for home appliances. When my washer broke down, a technician sent through this plan diagnosed the issue as a faulty control board and informed me that the repair would not be covered because it was too close to the replacement value.However, after Consumers Energy declined to provide a second opinion or send another technician for reevaluationdespite my requestI canceled the plan out of frustration with their unwillingness to help any further.I then independently hired a qualified technician who determined that the actual issue was not the control board, but rather a faulty capacitora significantly less expensive repair that should have been covered by the plan. I am now in the process of completing this repair out of pocket, despite having paid for a protection plan specifically meant to cover such scenarios.Consumers Energys technician provided a misdiagnosis, refused to reconsider the case, and essentially left us without support. I believe this constitutes misleading service and poor business practices. Their plan did not offer the promised coverage or support when it mattered, and I am now seeking:1.A full refund of all payments made under the ***************** Plan.2.A formal review of the practices and diagnostic standards of the third-party contractors Consumers Energy uses.3.Any support your office can offer in resolving this matter.I have attempted to resolve this directly with Consumers Energy and gave them a fair opportunity to respond and make things right. If they continue to ignore my request or deny responsibility, I am asking your office to investigate and assist in holding them accountable.

  

  Business Response

  Date: 06/27/2025

  CUSTOMER INFORMATION:
  ***** W ************
  ACCOUNT NUMBER: ********8625
  *******************************************************************************
  Dates of Service: June 26, 2022 - Present
  Email Address: ********************************
  **********
  INITIAL CUSTOMER CONTACT:
  6/20/25
  I sent the following text and email via Riverstar:
  Account Number: ending in 8625
  Service Address: ********************************
  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.
  ********************* Plan is not regulated by the ***********************
  Commission, and therefore we are unable to provide them your telephone
  number or email address. I have forwarded your concerns to that team and
  be assured your concerns have been escalated. Please call their escalated
  voicemail at ************ and leave your name, telephone number and email
  address and they will follow up with you shortly.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ******* ****** @ ******************************************** if
  you have any further questions or concerns. Our team is dedicated to
  resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  **************************
  *****
  ASSIGNED TO HOS-CUSTOMER ADVACACY CC: **** ****** & **** ****** 6/20/25
  06/25/2025 14:26:41 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  The following information was provided by
  06/25/2025 14:31:39 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  The following information was provided by ******** ***** with OnCourse
  Home:
  I called the customer on 6/24/25 at 2:45 pm and then again on 6/25/25 at
  10:47am and left voicemails. Because I was unable to reach the customer I
  sent the following letter:
  June 25, 2025
  ***** ************
  *********************************************************************************
  ************************** I am contacting you about the complaint filed regarding your ********************* Plan. We value your business and take your concerns seriously.
  Following a recent review of your ***************** Plan account, we have
  assessed the condition of your clothes washer. Based on our evaluation,
  the unit#being 33 years old#has been deemed not cost-effective to repair.
  As outlined in the Terms and Conditions of your plan, there is no coverage
  if #An ****************** Provider determines that the Covered Product is
  not repairable or that the cost of such repairs exceeds 75% of the value
  of the Covered Product, and the Company elects not to repair the Covered
  Product.#
  Given the age and condition of the appliance, and in accordance with the
  above provision, we regret to inform you that the unit does not qualify
  for repair under the current plan.
  If you have any questions, please contact us.
  Sincerely,
  Oncourse Home Solutions
  **********
  SUMMARY OF RESOLUTION:
  6/25/25
  ASP REPAIR MISDIAGNOSED BY ASP TECHNICIAN:
  Repair was not misdiagnosed. The unit is 33 years old and was deemed not
  cost effective to repair.
  REFUSAL FOR SECOND OPINION:
  The request for a 2nd opinion was denied.
  WHO IS RESPONSIBLE FOR THE COST OF REPAIR:
  Due to the age of the unit it was deemed not cost effective to repair. The
  customer would be responsible for any repair to this unit.
  FULL REFUND OF ASP CHARGES:
  This request was denied. OnCourse will not be refunding any charges to the
  customer.
  CUSTOMER INQUIRY CLOSED AS OF 6/25/2025
  FOLLOW UP/QUALITY CHECK: not done as complaint was closed with a letter.

  Customer Answer

  Date: 06/27/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  when I first signed up for this program I was lead to believe my unit would be replaced if the estimated repair value was close to the replacement cost. I was lied to at the time of sign up. Why on earth would someone pay that much for a service that wouldnt replace the cost of their unit? Thats $745 a year for coverage and a new unit is $500-$600. Pull my recording from when I first signed up and you will see the lady trying to up charge me for everything else after I was lead to believe my appliances had the best coverage possible. I was lied to and then denied coverage and denied a refund now. Unacceptable. 

  Regards,
  
  ***** ************

  

  Business Response

  Date: 07/08/2025

  07/08/2025 13:49:49 EST (DJLOUCKS)
  UPDATE:
  The following was provided by ******** ***** with OnCourse Home:
  I was unable to reach the customer. The customer has been contacted with
  no answer and a voicemail leaving my contact information on 6/24, 6/25,
  7/2, and again today 7/7. The answer remains the same. It's a 33 year old
  unit and cost of repair exceeds value.
  Our position remains the same.
  Mr. ************ has filed a complaint with the ************************
  for On Course Home Solutions. Their legal will be following up.

  Customer Answer

  Date: 07/08/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

  Youre insane if you think the washing machine is 33 years old. It came brand new with the house 3 years ago. This needs to go to small court claims or something to be seen by a judge. We feel absolutely robbed and scammed for paying for this service for so long when we didnt even have the coverage we thought we had. I was signed up for coverage that I did not want and was coerced into purchasing something we did not agree to.  

  
  Regards,
  
  ***** ************

• Initial Complaint

  Date:06/16/2025

  Type:Product 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 have been without gas for a week and a half!I am being penalized for moving and my new address having an unpaid balance PRIOR to me moving here on 6/6/25.All I am getting is the runaround from Consumers. I have faxed over proofs 3 times and continue to be told they haven't received the faxes. This is ridiculous. I can't get help from ********* name is ****** ********.Account # **************** address ***********************************************Old address ****************************************************** is my Driver's license, Social Security Card, Lease for the 4th time.Please, someone help me.

  

  Business Response

  Date: 06/23/2025

  CUSTOMER INFORMATION:
  GIULIA A CAPRIOLA
  ACCOUNT NUMBER: ********0732
  23082 CUSHING AVE EASTPOINTE MI 48021-1726
  Dates of Service: June 13, 2025 - Present
  Email Address: [email protected]
  **********
  RELEVANT ACCOUNT INFORMATION:
  Current Balance: zero
  *****
  Customer requested a move in for the above address on 6/13/25. Positive ID
  Required (PIR) to validate customer for move in.
  06/16/25 - paperwork was received from customer. They were forwarded to
  Theft for approval.
  06/17/25 - Theft investigator Brie approved Ms. Capriola for service. She
  called the customer and has placed a turn on order for same day.
  **********
  CUSTOMER CONTACT SUMMARY:
  6/17/25 3:29 pm
  I called Giulia Capriola at 586-765-6274 and left a voicemail telling her
  I was calling in regard to the concerns she filed with the BBB and MPSC. I
  asked that she return my call to go over her concerns and left my call
  back number.
  06/20/2025 15:29:32 EST (DJLOUCKS)
  *****
  6/17/25 - gas service turn on order was field completed at 8:08 pm.
  *****
  6/20/25 3:33 pm
  I called Ms. Cariola at 586-765-6274 and left a 2nd voicemail asking her
  to return my call to go over her concerns. I told her I would also follow
  up with an email.
  I sent the following email to [email protected]:
  Hi Giulia Capriola,
  I am writing in response to the inquires you filed with both the Better
  Business Bureau (BBB) and the Michigan Public Service Commission (MPSC)
  regarding a new move in request. Regretfully, I have not been able to
  reach you by telephone.
  After receiving your inquiries, I contacted our investigator to see what
  had occurred. I found when you requested service at this address on
  6/13/25 we required ID, social security card and ownership or lease to
  complete the validation process. These items are asked for frequently due
  to many reasons for move in requests. Validation can take 3-5 business
  days to complete.
  Your paperwork was received on 6/16/25 and sent to the investigator to
  complete. I found you were approved on 6/17/25. The investigator called
  you and a turn on order was created for the same day. The service was
  turned on at 8:08 pm. I apologize for any inconvenience this may have
  caused.
  If you have any questions, please call me directly at 517-374-2497.
  Respectfully,
  Debi
  **********
  SUMMARY OF RESOLUTION:
  6/20/25
  IS A BALOANCE OWED FROM A DIFFERENT ADDRESS:
  Customer stopped service at previous address the day after she requested
  service for this new address. She does have a balance owing but there is a
  payment arrangement set up to pay off the balance.
  CONDITION OF SERVICE:
  Customer was required to provide ID, social security card, ownership/lease
  paper to complete validation for service.
  FRAUD/THEFT INVESTIGATION:
  Paperwork was received on 6/16/25. Investigator was able to validate the
  customer on 6/17/25.
  WHAT IS NEEDED FOR TURN ON HERE:
  Validation was required which was completed. Service was turned on 6/17/25
  at 8:08 pm.
  CUSTOMER INQUIRY CLOSED AS OF 6/20/2025

• Initial Complaint

  Date:06/16/2025

  Type:Billing 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.

  Billing is not consistent with usage

  

  Business Response

  Date: 06/23/2025

  06/17/2025 10:44:08 EST (JAGATES)
  CUSTOMER INFORMATION:
  JESSE E MARKIN
  Account # ********2884
  170 LOWELL AVE BATTLE CREEK MI 49014-8951
  Dates of service 11/18/16 - present.
  Email address: [email protected]
  INITIAL CUSTOMER CONTACT:
  06/17/25: 10:54 am - A text/email was sent via Riverstar:
  Dear JESSE MARKIN,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, notification number
  1074405754. 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 Julie Gates @ (517) 374-2041 or
  [email protected] if you have any further questions or concerns.
  Our team is dedicated to resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  06/20/2025 12:36:27 EST (JAGATES)
  06/20/25: 12:38 pm - I called 2692681283 and got voicemail. I left a
  message with my contact information, requesting a call back.
  RELEVANT ACCOUNT INFORMATION:- Current account balance: $90.65, due: 06/27.- 12-MONTH PAYMENT HISTORY:
  Date
  Amount
  05/09/2025 88.98
  04/10/2025 83.15
  03/17/2025 80.49
  02/14/2025 78.34
  01/16/2025 86.71
  12/09/2024 83.50
  11/07/2024 65.45
  10/28/2024 84.89
  09/15/2024 122.61
  08/15/2024 140.39
  07/18/2024 107.64-- Electric meter # 30 964 146 was installed here on 08/19/2016. The meter
  was tested on 06/16/16 and found to be 100.045% accurate.- Electric Usage History:
  Start End kWh used
  12/06/2021 01/05/2022 455.8830000
  01/06/2022 02/02/2022 450.8770000
  02/03/2022 03/06/2022 485.1990000
  03/07/2022 04/04/2022 416.1770000
  04/05/2022 05/04/2022 417.4550000
  05/05/2022 06/05/2022 513.5840000
  06/06/2022 07/05/2022 733.9490000
  07/06/2022 08/03/2022 632.7360000
  08/04/2022 09/01/2022 471.4570000
  09/02/2022 10/03/2022 450.2070000
  10/04/2022 11/02/2022 343.6840000
  11/03/2022 12/05/2022 423.4030000
  12/06/2022 01/05/2023 413.0300000
  01/06/2023 02/05/2023 461.4830000
  02/06/2023 03/07/2023 376.6480000
  03/08/2023 04/05/2023 377.9410000
  04/06/2023 05/07/2023 391.1450000
  05/08/2023 06/06/2023 407.9290000
  06/07/2023 07/06/2023 668.8110000
  07/07/2023 08/06/2023 774.9150000
  08/07/2023 09/05/2023 629.3940000
  09/06/2023 10/04/2023 395.6880000
  10/05/2023 11/05/2023 389.3870000
  11/06/2023 12/04/2023 396.3630000
  12/05/2023 01/04/2024 448.6260000
  01/05/2024 02/04/2024 440.1050000
  02/05/2024 03/04/2024 345.5200000
  03/05/2024 04/03/2024 365.6460000
  04/04/2024 05/02/2024 311.0710000
  05/03/2024 06/03/2024 392.2110000
  06/04/2024 07/01/2024 487.6580000
  07/02/2024 08/01/2024 653.6970000
  08/02/2024 09/02/2024 590.7030000
  09/03/2024 09/30/2024 394.7440000
  10/01/2024 10/29/2024 317.6640000
  10/30/2024 12/03/2024 420.4760000
  12/04/2024 01/05/2025 412.3530000
  01/06/2025 02/03/2025 369.5620000
  02/04/2025 03/04/2025 377.2160000
  03/05/2025 04/02/2025 391.2360000
  04/03/2025 05/04/2025 400.7800000
  05/05/2025 06/04/2025 406.1570000- COMPARISON KWH USED VS AMT BILLED:
  June 2025
  406 kwh
  $90.65
  May 2025
  401 kwh
  $88.98
  April 2025
  392 kwh
  $83.15
  March 2025
  377 kwh
  $80.49
  February 2025
  370 kwh
  $78.34
  January 2025
  412 kwh
  $86.71
  December 2024
  420 kwh
  $83.50
  November 2024
  318 kwh
  $65.45
  October 2024
  395 kwh
  $84.89
  September 2024
  591 kwh
  $122.61
  August 2024
  654 kwh
  $140.39
  July 2024
  488 kwh
  $107.64
  06/20/2025 17:28:36 EST (JAGATES)- All meter reads here for the last 3 years have been actual readings.
  06/20/25: The following email is being sent to the customer:
  Dear Jesse Markin,
  Thank you for reaching out to us about your concerns regarding the
  electric energy usage and billing for 170 Lowell Ave Battle Creek, MI. We
  truly value our customers, and I want to assure you that we've carefully
  reviewed your account.
  Your inquiry only indicated that the billing is not consistent with usage,
  but after my review, I found that your usage is consistent with the amount
  billed. Below I#ve compared your usage and your billed amount for the
  past 12 months:
  June 2025
  406 kwh
  $90.65
  May 2025
  401 kwh
  $88.98
  April 2025
  392 kwh
  $83.15
  March 2025
  377 kwh
  $80.49
  February 2025
  370 kwh
  $78.34
  January 2025
  412 kwh
  $86.71
  December 2024
  420 kwh
  $83.50
  November 2024
  318 kwh
  $65.45
  October 2024
  395 kwh
  $84.89
  September 2024
  591 kwh
  $122.61
  August 2024
  654 kwh
  $140.39
  July 2024
  488 kwh
  $107.64
  You#ve been billed at the rate approved by the Michigan Public Service
  Commission (MPSC) for the energy usage recorded by the meter on your
  residence.
  I sincerely hope this information has addressed your concerns. Please feel
  free to reach out if there's anything else I can assist you with.
  Best Regards,
  Julie Gates
  Customer Advocate
  Consumers Energy
  Office: 517-374-2041
  [email protected]
  SUMMARY OF RESOLUTION:- HIGH BILL - CONSUMPTION HISTORY: The customer's usage is consistent when
  compared to the prior year for the same time period. I have no concerns
  about the accuracy of the customer's meter based on the month to month
  usage.- ACTUAL VS ESTIMATED METER READS: All meter reads for the past 3 years
  have been actual readings.- 12-MONTH PAYMENT HISTORY: 11 payments in the last 12 months. The
  customer consistently pays his bill in full and on time.
  - IS CUSTOMER BEING BILLED CORRECTLY: Yes.- ASSISTANCE/PAYMENT PLAN OPTIONS, IF NEEDED: It does not appear that the
  customer needs assistance or a payment arrangement as they consistently
  pay in full and on time each month.
  COMPLAINT CLOSED 06/20/25

• Initial Complaint

  Date:06/09/2025

  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.

  Our streetlights in our neighborhood have been out for a few months and consumers refuses to try and fix them we complained to the township but they haven't given us an answer

  

  Business Response

  Date: 06/16/2025

  CUSTOMER INFORMATION:
  ***** A PALM ********
  Account # ********4182
  *********************************************************************************
  Dates of service: September 1986 - present.
  Email address: *****************************
  06/09/2025 16:14:48 EST (JAGATES)
  THIS HAS BEEN ASSIGNED TO ELECTRIC OPERATIONS FOR RESOLUTION.
  INITIAL CUSTOMER CONTACT:
  06/09/25: 4:16 pm - A text/email has been sent via Riverstar:
  Dear ***** PALM ********,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, 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
  06/13/2025 14:05:08 EST (JAGATES)
  06/13/25: From **** ******, ******************* Operations:
  "I had a crew go out to this neighborhood and fix the fault that was
  feeding these streetlights. All the streetlights are up and running now.
  I did call and leave a message with ***** (she didn#t answer) and let her
  know that we were able to fix and complete this work. I left her my phone
  number so she could get a hold of me to confirm she received the message,
  but this one can be considered complete."
  06/13/25: I have sent the following email to the customer:
  Hello *****,
  Our Supervisor of Electric Operations, **** ****** *************)
  attempted to reach you by phone today without success. He was calling to
  let you know that a crew has been on site and the neighborhood lights are
  now working. The cause of the problem had been found and repaired.
  Please reach out to **** if you have any questions or concerns going
  forward regarding your streetlights.
  Best regards,
  ***** *****
  Customer Advocate
  **********************
  Office: ************
  *****************************************
  06/14/2025 13:20:44 EST (JAGATES)
  06/14/25: 12:41 pm - The customer responded to my email:
  " Thank you *****,
  I did speak with **** and I am happy we have light in our neighborhood.
  Thank you so much,
  ***** ********"- SUMMARY OF RESOLUTION:- DELAYS IN STREETLIGHT REPAIRS: We were here previously to install new
  wire and unknown to us, the new wire had faulted and we were just made
  aware of this on 06/12. A crew was assigned and made the repairs the same
  day.- WHO IS RESPONSIBLE FOR REPAIRS: CE- WHEN WILL REPAIRS BE COMPLETED: Repairs were completed on 06/13/25.
  COMPLAINT CLOSED 06/13/25

  Customer Answer

  Date: 06/21/2025

  [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,

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

  JUNE 21 PLEASE this has been resolved. I had already responded to this letter.

• Initial Complaint

  Date:06/03/2025

  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.

  I'm contacting you today because consumers energy has transferred my debt with them to my sisters account and she has nothing to do with the address the the services were located at in any way and they did it without any approval or notice to either myself or my sister and now they are refusing to take the debt out of her name until I pay them in full is asked about a payment plan and they said no I have to pay it in full or they'll make her pay it and everything time myself or my sister try to contact them they either hangup on us or put us on hold without taking us off hold they are holding her account hostage until I pay them in full and not only what they did and are doing wrong but illegal and I need someone to look into the matter it says on their website that they won't ever do this but they did because they said they can

  

  Business Response

  Date: 06/09/2025

  CUSTOMER INFORMATION:
  ***** J *****
  Account # ********8206
  ***********************************************************************
  Dates of service: 11/14/23 - 05/23/25.
  Email address: ********************************
  INITIAL CUSTOMER CONTACT:
  06/03/25: 4:22 pm - A text/email has been 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:
  Sister's account:
  **** *****
  Account # ********1282
  *********************************************************************
  Dates of service: 02/02/24 - present.
  Email address: *****************************
  Transfer occurred on 05/25/25. Balance transferred: $1293.22- I believe the balance was transferred because the Driver's license
  numbers on both accounts match.- I have reached out to the Fraud supervisor to see if they can determine
  who the Driver's license number belongs to.- I have placed a ******* lock on ****** account.
  06/04/2025 07:07:20 EST (JAGATES)- Per ******, Fraud Supervisor, the Driver's license number belongs to
  ***** ***** and has been on **** ******* account since prior to 2012.
  This has now been corrected.
  - I have sent a request to PO Box: Controls to reverse the transfer.
  06/06/2025 16:54:01 EST (JAGATES)
  The transfer has been reversed.
  06/06/25: 4:55 pm - I called ********** and got voicemail. I left a
  message with a brief summary of what happened and the reversal of the
  transfer and indicated that I would be sending an email to give him all
  the details.
  I am sending the following email to the customer:
  ******************* I'm happy to inform you that we've received your concerns about the
  transfer of your balance from ******************************************************** from the
  ********************************** (****). Your satisfaction is very
  important to us, so we've taken your concerns seriously and reviewed your
  account thoroughly.
  The transfer occurred because both accounts had your driver#s license
  number on them. Your license number had been on your sister#s account
  since prior to 2012. Once we discovered this, we removed our driver#s
  license number from your sister#s account and have removed your balance
  from her account as well.
  I sincerely hope this information has addressed your concerns. Please feel
  free to reach out if there's anything else I can assist you with. Thank
  you for giving me the opportunity to help with your inquiry.
  Best regards,
  ***** *****
  Customer Advocate
  **********************
  Office: ************
  *****************************************
  SUMMARY OF RESOLUTION:- BALANCE TRANSFER: The balance was transferred because both accounts had
  ******* driver's license number on them. This is an automatic process that
  the billing system does when a closed account is past due. It looks for
  an active account with the same identification information.
  This has now been corrected, and we have removed ******* debt and driver's
  license number from his sister's account.- IS APPROVAL NEEDED TO TRANSFER A ***** No.- WHO IS RESPONSIBLE FOR THE ***** ***** is responsible for the debt.
  COMPLAINT CLOSED 06/06/25

  Customer Answer

  Date: 06/14/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below: my driver's license number has never been on my sisters account ever I have never lived with her so the only way it would be there is if consumers energy put it on her account but if im wrong please have consumers energy provided proof of my driver's license being on her account prior to taking it off her account because I believe what they did is illegal and they are trying to cover what they did also for some reason consumers energy gave my sister a $1000 credit one her account almost like their trying to buy her silence on the matter but no matter what i have contacted my lawyer and he'll be fileing a law suit against consumers energy because how many times have they done this to other people who didn't sue them and that's very wrong 
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:06/02/2025

  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.

  Consumers Energy is charging me for an appliance service plan that I never signed up for. I have spoken to both the appliance service plan **** and consumers energy however no one has made any my attempts to rectify the error and remove the charges. I spoke to a customer representative named sparky who told me that I was erroneously charged for the *** because the actual customer that purchased the appliance service plan has a telephone number similar to mine which resulted in me being billed for this service in error. Even after this was identified, I still cannot get anyone to remove the erroneous charges from my bill.

  

  Business Response

  Date: 06/20/2025

  06/03/2025 07:01:51 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  JOSE A MIRELES
  ACCOUNT NUMBER: ********4318
  6250 THISTLE DR SAGINAW MI 48638-4370
  Dates of Service: April 7, 2011 - Present
  Email Address: [email protected]
  **********
  INITIAL CUSTOMER CONTACT:
  6/3/25
  I sent the following text and email via Riverstar:
  Account Number: ending in 4318
  Service Address: 6250 THISTLE DR, SAGINAW
  Dear JOSE MIRELES,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau notification number
  1074262134. I assure you Consumers Energy takes all customer complaints
  seriously.
  The Appliance Service Plan is not regulated by the Michigan Public Service
  Commission, and therefore we are unable to provide them your telephone
  number or email address. I have forwarded your concerns to that team and
  be assured your concerns have been escalated. Please call their escalated
  voicemail at 517-788-0191 and leave your name, telephone number and email
  address and they will follow up with you shortly.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to Deborah Loucks @ [email protected] if
  you have any further questions or concerns. Our team is dedicated to
  resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  *****
  ASSIGNED TO ON COURSE HOME, SHAY GOLDEN 6/3/25
  06/09/2025 07:35:43 EST (DJLOUCKS)
  6/9/25 - sent reminder to On Course Home and Shay Golden that this
  complaint is due by 6/10/25.
  06/18/2025 07:34:53 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  Current Balance: zero
  *****
  The following information was provided by Shay Golden from OnCourse Home:
  04/01/2025 01:51:48 PM Angelica Nazario-Theresa Garcia contacted the
  appliance service plan to enroll her address at 22 Congress Court C,
  Saginaw MI 48602 in the Prime Bundle at $61.61 per month. Call ended after
  customer was informed of her start date for service and the terms and a
  coverage summary.
  6/5/2025 10:10 am Jacqueline V. Bartholomew-After reviewing the utility
  account number(800000933350) and account on Salesforce(6122863 ). Jose
  Mireles only appeared as a Prospect on 6/2/25-6/9/25. The name and address
  attached to the utility account forwarded from CE was attached to another
  customer's account Theresa Garcia. As of 6/10/25 The account is now
  assigned to Jose Mireles however, the information attached to the update
  belongs to Theresa Garcia, including the enrollment recording. The account
  has since been updated to reflect Jose Mireles' information however the
  telephone number and plan belongs to Theresa Garcia. The account was
  invoices for 3 coverage periods(4/1-4/30, 5/1-5/31 and 6/1-6/30). The
  total amount due is $131.22. The contract is not pending termination, no
  cancellation date available. No contact information on record for Jose
  Mireles.
  Customer will received a check for $65.61 within 30 days.
  *****
  Mr. Mireles was charges $65.61 on his May and June 2025 bills.
  On 6/11/25 the account was credited for $65.61.
  **********
  06/18/2025 08:32:43 EST (DJLOUCKS)
  6/18/25 8:35 am
  I called Jose Mireles at 989-233-0030 and left a voicemail telling him I
  was calling in regard to the inquiry he filed with the BBB regarding his
  account. I asked that he return my call to go over the concerns and left
  my call back number.
  06/18/2025 10:43:34 EST (DJLOUCKS)
  10:57 am
  Mr. Mireles returned my call and we talked about his concerns. I went over
  with him the information received from OnCourse Home of why he had been
  billed for an appliance service plan.
  I then let him know that on 6/11/25 we had credited his account $65.61
  which removed that June charge from the account. I also let him know that
  OnCourse Home has processed a check for $65.61 which will be mailed out to
  him no later than 7/5/25. Mr. Mireles thanked me for helping him get this
  taken care of. He was satisfied with the resolution.
  **********
  SUMMARY OF RESOLUTION:
  6/18/25
  HOW WAS THE CUSOTMER SIGNED UP FOR ASP:
  A different customer enrolled in ASP and it ended up on Mr. Mireles
  account in error. This error has been corrected by OnCourse Home.
  CAN THEY BE CANCELLED:
  Mr. Mireles was never enrolled so there is nothing to cancel. The billing
  has been removed from his account and he won't be billed for any ASP
  charges going forward.
  REFUND:
  On 6/11/25 this account was credited $65.61 for the ASP charges that were
  on his June bill. OnCourse Home is processing and sending a check for
  $65.61 for one month of the ASP charges the customer had paid. This will
  be mailed out no later than 7/5/25 and the customer is satisfied that with
  the resolution.
  CUSTOMER INQUIRY CLOSED AS OF 6/18/2025

  Customer Answer

  Date: 06/26/2025

  [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 23410289, and find that this resolution would be satisfactory to me.  I will wait for the businessss to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

  Jose Mireles

• Initial Complaint

  Date:05/22/2025

  Type:Billing 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 May 13th my Consumers Energy was $147.79 which I could not pay until May 16th. Despite paying my bill and receiving confirmation on my end. Consumers Energy claimed they never received the payment. On May 15th at 9:00pm the power to my complex went out and on May 16th around 8:00pm the power came back on yet Consumers Energy still charged me a steep late fee and another fee that was not disclosed of $117.58 without any warning. I spoke with the supervisor named ***** and she said its because of the late fee and other fees. I asked if the $117.58 could be a wave she could not answer. I thought Consumers Energy had so many day grace ******** To me this is very upsetting and disappointing.

  

  Business Response

  Date: 05/29/2025

  CUSTOMER INFOMRATION:
  ******* ******
  Account # ********9333
  ************************************************************************************************
  Dates of service: 09/03/16 - present.
  Email address: *******************************
  INITIAL CUSTOMER CONTACT:
  05/23/25: 12:09 pm - A text/email has been 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:- CURRENT ACCOUNT BALANCE: $134.85- PAST DUE BALANCE: $117.58- FUTURE CHARGES: $17.27 ($15.00 Returned payment fee + 2.27 late payment
  fee)- 12-MONTH OUTAGE HISTORY:
  Date
  Amount
  05/17/2025 ******- Returned 05/21
  05/15/2025 ******
  05/13/2025 ******- Returned 05/15
  04/02/2025 129.46
  03/13/2025 155.78
  02/07/2025 129.40
  01/09/2025 125.42
  12/21/2024 114.71
  11/06/2024 84.50
  10/09/2024 78.05
  09/11/2024 72.41
  08/14/2024 81.07
  07/06/2024 86.63
  06/09/2024 90.13
  April bill:
  Balance forward:
  $0
  Total Energy Charges:
  May bill:
  $******, due May 13
  Last month's Account Balance: $******
  Payment on May 13:
  Payment on May 15:
  Payment on May 16:
  Returned check May 15
  Balance forward:
  Total Energy Charges:
  Returned payment fee
  Total due June 11
  $****** NSF
  $102.58
  $15.00
  05/28/2025 15:07:56 EST (JAGATES)
  May bill was issued on 05/20/25.
  $******
  $******
  $******
  $******- (credit)
  $*****- (credit)
  Another returned payment was posted on 05/21/25 for $******.
  On 05/21/25 we also had a returned payment fee of $15.00 applied to the
  account and a late payment fee of $2.27.
  Returned payment of $****** + returned payment fee of $15.00 + late
  payment fee of $2.27 - credit of $***** = current account balance of
  $134.85.
  CUSTOMER CONTACT (CONTINUED):
  05/28/25: 3:13 PM - I called ********** and got voicemail. I left a
  message with my contact information and indicating that I would be sending
  an email as well.
  ******************** I'm happy to inform you that we've received your concerns about your
  billing at ******************************************************************************** from the Michigan
  ************************* (****). Your satisfaction is very important to
  us, so we've taken your concerns seriously and reviewed your account
  thoroughly.
  I#d like to provide you with a summary of your account which should be
  helpful regarding your account balance and what happened. On the left
  side is the transaction and on the right side is a running account
  balance:
  Activity
  Balance
  April 21 # April bill issued for $******, due May 13
  $******
  May 13 # Payment received for $******
  May 15 # Initial payment made on May 13 returned
  May 15 # Returned payment fee applied $15.00
  May 15 # Payment received for $******
  May 16 # Payment received for $******
  #
  May 20 # May bill issued for $102.58, due June 11
  May 21- Payment of $****** made May 17 was returned
  May 21 # Returned Payment fee applied $15.00
  May 21 # Late payment fee applied $2.27
  $ 0.00
  $******
  $162.79
  $ 15.00
  (credit)$132.79
  (credit)$ *****
  $117.58
  $132.58
  (Current total) $134.85
  Based on the above, your current account balance is $134.85, due June 11.
  Because the returned payment fees and the late payment fee were not the
  fault of Consumers Energy, I am not able to waive these fees.
  I sincerely hope this information has addressed your concerns. Please feel
  free to reach out if there's anything else I can assist you with. Thank
  you for giving me the opportunity to help with your inquiry.
  Best regards,
  ***** *****
  Customer Advocate
  **********************
  Office: ************
  *****************************************
  SUMMARY OF RESOLUTION:- WAS THE CUSTOMER CHARGED A LATE PAYMENT *** OF $117.58 FOR PAYING 3 DAYS
  LATE: No. The customer was billed $2.27 as a late payment fee and $30.00
  in returned payment fees.- 12-MONTH PAYMENT HISTORY: We have received 14 payments, and 2 of these
  were returned.- IS THE *** ABLE TO BE WAIVED: The returned payment fees and the late
  payment fee are legitimate fees and were not caused by the actions of
  Consumers Energy or the employees of Consumers Energy. These fees will
  not be waived.
  COMPLAINT CLOSED 05/28/25

• Initial Complaint

  Date:05/20/2025

  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.

  Consumers Energy decided to test the idea of burying electrical wires underground. Our neighborhood was selected by them for their pilot project in 2024. They began the work in late 2024 around November. They sought and obtained easements from all residents so they could bury the wires. They started the work, but then stopped due to weather, then resumed the work again in March 2025. Now the lines are buried but the power has not been connected and we are still getting our power from the overhead ******** issue is that they have given us ZERO communication as to what the status of the project is. My yard is torn up, there is a large whole at the pole by my house. I have small kids and we use our yard. I do not know if I should take care of the mess, or if they are going to come back and just tear it up gain.They haven't sent a single letter letting us know what is going on and what we can expect. The last communication from them was when we signed the easement agreements. After that people randomly show up at our house. The gas lines have been marked at least 5 times since November. We have flags all over our yards, and no idea when the whole project will just be over.Consumers Energy should not be getting government funding for doing such a poor job of executing their project. I want some communication and timeline from them and they need to be forced to finish what they started.

  

  Business Response

  Date: 05/23/2025

  CUSTOMER INFORMATION:
  ***** J *****
  ACCOUNT NUMBER: ********5901
  ***********************************************************************
  Dates of Service: May 31, 2014 - Present
  Email Address: ****************** (from notification)
  **********
  INITIAL CUSTOMER CONTACT:
  5/20/25
  I sent the following text and email via Riverstar:
  Account Number: ending in 5901
  Service Address: ********************************************************
  Dear ******* *****,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, 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
  *****
  ASSIGNED TO CEM 5/20/25
  05/23/2025 08:41:01 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  The following information was provided by Customer ********************** Management
  Supervisor ***** ****:
  5/21/25 I called the complainant Jasmine, to discuss the complaint and
  next steps so we could get this closed out. The customer stated the
  biggest impacting issue is the fact they have not received any update or
  communication around the large CE project after easements were signed.
  She said there was a large amount of communication up to the signing of
  easements. Once CE obtained the easements, communication stopped. She said
  the heartburn has reached all homeowners on ******* Dr. **** don't know
  when to expect the completion, if they should be seeding and repairing
  their yards, crews have left large trench paths and open sites around pole
  locations she feels are potential safety risks to her kids, she said it's
  hard to understand the process of ** (underground) or OH (overhead) and
  the process/details that are entailed.
  Based on the update we received this morning, after the storm ended, this
  job is not planned for OH crews to start until probably the 2nd week of
  June, after we finish the current project crews are on at *******************.
  Based on the hours of the job, there are expectations for it to take 1-2
  months to complete the whole project. When they started working on the
  project, As ***** stated, the cold weather and frost was affecting the
  equipment since they were boring most of the project, they had to shut it
  down until spring to prevent equipment damaged, increased cost and
  increased property damage. **** finished the ** work last week and are now
  working on getting the overhead work into the schedule. Restoration
  efforts will not take place until the operations portion is completed, and
  crews have pulled off all site locations.
  I did tell ******* ***** she may receive an additional phone call from
  ****** (electric construction manager). I provided her with what
  information I have and also asked questions in regard to my employees
  communication. She simply just wanted some answers on where the project
  sits and when they are expected to wrap it up.
  I think the learning points we can take away from this situation, is when
  the projects are stalled or delayed due to weather constraints, we send
  out a letter to the affected customers or have our community affairs told
  a town hall for the customers affected by the issues.
  **********
  SUMMARY OF RESOLUTION:
  5/21/25
  DELAYS IN PUTTING LINES UNDERGROUND:
  CE reliability project was not completed in order to service this
  customer. **** requested ** service in February.
  POOR COMMUNICATION:
  Communication from *************** & Customer Delivery (WM&CD) has been
  maintained to the customer regarding the new services for ** customer
  requested work.
  PROPERTY DAMAGE:
  Property Damages is due to the reliability project with Operations.
  TIMELINE:
  02/11/25 - **************** request from ** to ** request received.
  02/13/25 - Project Coordinator (PC) **** **** emailed customer, needs site
  check.
  02/20/25 - PC emailed customer to let him know he can't work on OH to **
  service relocates until the larger project on ******* is completed.
  04/02/25 - PC emailed customer to see if he knows if the large ** project
  was completed yet.
  04/02/25 - OH to ** main project still underway. Customer not connected
  yet and they'll keep me posted.
  04/25/25 - ** project still not completed.
  05/06/25 - ** project still not completed.
  05/13/25 - PC went to site yesterday, new ** facilities are installed.
  COMPLETION DATE:
  Project is currently assigned to LVDD (low voltage design) for design for
  the customer requested portion.
  PROPERTY RESTORATOIN COMPLETE DATE:
  Undetermined until perquisites are received. Customer on Time Delivery
  (COTD) is currently set at 6/23/25.
  CUSTOMER INQUIRY CLOSED AS OF 5/21/2025
  FOLLOW UP/QUALITY CHECK: not done at discretion of customer care ****

  Customer Answer

  Date: 05/28/2025

  [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.  Thank you for reaching out to me and being transparent in the issues.  More communication is better especially when our yards are affected.  I look forward to the project being completed.

  Regards,

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

• Initial Complaint

  Date:05/19/2025

  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.

  My problem is with consumers attempt to Estimate their ability to restore power. Thursday night May 15. ****** was hit by a tornado. On Friday their restoration estimate was on Friday afternoon and then when that time passed was changed to that evening. Which was the case for Saturday, as well as Sunday and now Monday. Not to diminish the efforts made by crews. I'm no expert and I could tell there is no way after Friday afternoon seeing the damage that they were going to restore power, only changing ERTs by 12 to 24 hours at a time, is misleading and hazardous. I just want more realistic ERTs that accurately reflect the problems at hand. Most houses affected in the areas are well feed and have septics. Not to forget the waste of food thinking that power is going to be restored in short order only to find out 3 days later the company has been full of it

  

  Business Response

  Date: 05/23/2025

  CUSTOMER INFORMATION:
  ***** M **********
  Account # ********1024
  ******************************************************************************
  Dates of service: December 1997 - present.
  Email address: NA
  INITIAL CUSTOMER CONTACT:
  05/20/25: 3:15 PM - A text has been sent via Riverstar:
  Dear ***** **********,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with Better Business Bureau, 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
  05/23/2025 14:00:37 EST (JAGATES)
  RELEVANT ACCOUNT INFORMATION:
  12-MONTH OUTAGE HISTORY:
  DATE
  05/17/25
  DURATION
  4D 6H 16M
  REASON/CAUSE
  WEATHER - CATASTROPHIC
  03/19/25
  OF WAY)
  06/07/24
  3H 53M
  4H 30M
  TREES OUTSIDE OF ROW (RIGHT
  TREES OUTSIDE OF ROW
  05/23/25: 2:03 pm - I called ********** and got voicemail. I left a
  message with my contact information, requesting a call back.- I am sending the following letter to the customer:
  May 23, 2025
  ***** M. **********
  ***************************************************************************
  Account Number: ************
  ***************************** you for reaching out to the Eastern Better Business Bureau regarding
  the service at ********************************************************. I understand how concerning
  the recent outages have been for you, and I appreciate your patience
  during this challenging time.
  The recent severe storms with high winds, hail and tornados, followed by
  additional thunderstorms the following day, have been incredibly tough on
  our community. Our crews worked tirelessly to restore power to nearly
  ******* customers. We mobilized over 750 crews from our company, as well
  as from other parts of ******** and from eight states - as far away as
  **********
  Our top priority is always safety and public health. Once critical
  services are restored, we then focus on returning power to larger groups
  of customers, aiming to bring back power to hundreds of people at a time
  whenever possible.
  Our Outage Restoration Team uses an Auto*** model to determine estimated
  times of restoration (***) to give our customers transparent information
  on the status of their outage. The Auto*** model is a form of artificial
  intelligence (Ai) that utilizes data from our electric grid and crews in
  the field to determine when a customer will be restored. As more data is
  acquired, estimated restoration times are updated.
  We understand changing *** information can be frustrating for customers,
  their families or businesses. Our team continues to work to improve the
  information provided to the Auto*** model, allowing it to learn faster to
  provide fewer and more accurate ***s. By implementing a delay in the
  model, it learns potential weather systems are moving across the state and
  could result in more outages and damage. Before we had the delay,
  customers who lost service on the lakeshore who were first impacted during
  severe weather would get shorter ***s (4 hours) and then receive a much
  longer one once the model understood how many customers were out across
  our service territory. The delay allows the weather to move through the
  state so the machine can utilize accurate data when it is ready to alert
  customers. We#re committed to continuously improving the *** model by
  investing in grid modernization and optimizing our systems.
  I hope this letter addresses your concerns. Our records show that your
  outage was restored May 19. If you have any additional questions or need
  further assistance, please feel free to reach out.
  Respectfully,
  ***** *****
  ************* Representative
  ************
  ********************************************************************************
  SUMMARY OF RESOLUTION:- 12-MONTH OUTAGE HISTORY: 3 outages within the last 12 months.- ESTIMATED RESTORATION TIME EXTENDED MULTIPLE TIMES:Our Outage
  Restoration Team uses an Auto*** model to determine estimated times of
  restoration (***) to give our customers transparent information on the
  status of their outage. The Auto*** model is a form of artificial
  intelligence (Ai) that utilizes data from our electric grid and crews in
  the field to determine when a customer will be restored. As more data is
  acquired, estimated restoration times are updated.
  - RESTORATION DATE/TIME FOR CURRENT OUTAGE: May 19 at 5:04 pm.- DOES THE CUSTOMER QUAIFY FOR ANY OUTAGE CREDITS: Yes. $40.00 for outage
  duration during catastrophic conditions. Credit to be applied to the
  account within 90 days.
  COMPLAINT CLOSED 05/23/25