Complaints

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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:11/17/2023

  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.

  In October of 2023 We turned a shut off notice into DHS for assistance paying. They paid the ****** shut off balance on 10/13/2023. On 10/17/2023 Consumers Energy supposedly sent out another shut off notice for 10/29/2023. We never received this notice. We then received another normal Consumers Energy Bill the first week of November. At the top of the bill in small red letters said shut off notice for 10/29/2023 in the amount of 232. We never received an actual shut off notice from Consumers nor did they try to reach out to the phone numbers that were on file. I get a call at work from my children that the power was shut off on 11/15/2023. I immediately called Consumers and the first lady I talked with laughed and said the shut off must have gotten lost in the mail. Her supervisor admitted to calling "a" number on 10/23/2023, 10/24/2023 and 10/25/2023 when I asked what number she called it was a number I had like 10 years ago and isn't one of the numbers I have on file. I was on my account as we were talking and it wasn't there. I looked up the ******** Legislature section *****q number 13 it states they have to try and attempt to make contact the day before shut off. I don't think they shut us off legally, they violated our rights as customers and laughed about it. We had to pay the 232 to get power back on because when we asked to talk to someone higher up they said they weren't available and they'd call back but we never received a call. If we didn't do our research and fight this they were trying to require us to pay over 700 to get it reconnected when we weren't even informed properly.

  

  Business Response

  Date: 11/30/2023

  11/20/2023 09:24:34 EST (MNLIEBRO)
  *******************
  Account #-4365
  *********************************************************
  Customer contact info:
  Phone: ************
  Email: *********************
  Move in date: 10/11/16-present
  Riverstar sent 11/20/23 @ 9:29am
  Account Number: ending in 4365
  Service Address: ********************************
  Dear *******************,
  Account Number: ending in 4365
  Service Address: **********************************************************************,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, notification number
  1069098793. I assure you Consumers Energy takes all customer complaints
  seriously.
  Our Complaints Advocate ***************************** will be in touch with you soon to
  discuss your concerns and gather any additional information that *** 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
  Please do not reply to this automated message.
  Sincerely,
  Consumers Energy
  www.consumersenergy.com
  Please do not reply to this automated message.
  Information will be sent to this email address: *********************
  Information will be sent via SMS to: **************
  11/26/2023 22:35:56 EST (MNLIEBRO)
  Payment History:
  Payment Date Payment Amount
  9/22/22 $19.02
  9/30/22 $506.05 (DHHS payment)
  11/16/22 $100.00
  11/16/22 $120.62
  12/2/22 $100.00
  12/23/22 $80.00
  1/3/23 $60.00
  1/14/23 $60.00
  2/16/23 $244.98
  2/28/23 $300.00
  4/13/23 $104.04
  5/3/23 $100.00
  6/24/23 $274.23
  8/4/23 $235.90 (DHHS payment)
  10/13/23 $600.96 (DHHS payment)
  11/15/23 $233.00
  Current balance on the account after last payment on 11/15/23 of $233.00
  is $346.17, $171.43 of that being past due.
  ******* history for most recent shut off on 11/15/23:
  10/22/23: 1st notice, Attention of turn off phone call made for the turn
  off amount of ******.
  10/23/23: Attention of turn off phone call made for the turn off amount of
  ******.
  10/25/23: Mail intent notice sent, and phone call made.
  10/31/23: Attention of turn off phone call made for turn off amount of
  ******.
  The service was disconnected due to the past due amount of ****** on
  11/15/23.
  ***** called in on 11/15/23 at 12:05pm and spoke with a rep who stated the
  amount of ****** needed to be paid to have service reconnect. That amount
  is waiving the reconnect fee of $11.00 and the security deposit of
  $480.00.
  Customer called in again 11/15/23 at ******* wanting to get turned on
  without a payment and stating they never received the phone calls or mail
  notice of shut off and only say the little red shut off on the bill. On
  this call the customer requested a supervisor call back.
  Notes per supervisor in the process of calling back but service was
  already restored.
  ***** did just recieve DHHS assistance on 8/4/23 for the amount of $235.90
  and again on 10/13/23 for the amount of $600.96. ***** is eligible for
  assistance though Consumers such as the Winter protection plan, Shut off
  protection plan or an installment plan.
  Call review:
  I spoke with ***** 11/22/23 @ 4:36pm.
  I explained to ***** that per the **** Consumers must "not less than 10
  days before the proposed shut off date sent notice to the customer via
  first class mail or personal service" to the billing address listed on the
  account and the phone number listed on the account. He understood and
  stated he was more concerned about the way he was treated by the call
  center representative he spoke with. He stated when he told her that he
  did not receive the notice in the mail or receive any phone calls she
  laughed at him and said ok right. He then stated when he called back he
  asked to speak with a supervisor and was told he would receive a call back
  from one and never got a call back. I let ***** know I do see the note
  from the supervisor that she did not call him back as she saw he was
  already turned back on. I let him know that I would send in coaching on
  both the rep he spoke with for laughing at him and the supervisor for
  assuming she did not have to call him back as his service was restored.
  Customer was very satisfied at the end of the call.
  I did go over ****** account with him and verify that we have the correct
  phone number listed on his account now and mailing address and he
  confirmed both stating they were correct. I also asked if he wanted to
  look into assistance plans with CE and he stated he did not need one at
  the time.
  I did let ***** know that I would place a good will credit on his account
  of $150.00 for the way he was treated and the fact that he never received
  a call back from a supervisor like he was told.
  Recap:
  ***** was not shut off in error. He was in fact sent the proper notices of
  shut off warnings. He was both called and sent a mail notice more than 10
  days before the shut off date. We sent the mail notice to the mailing
  address on his account and called the phone number listed on his account.
  He did in fact not get the call back from a supervisor that he requested
  as she had noted in the account that the service was restored as she was
  about to make the call back. I did send in coaching on both the *** he
  spoke with and the supervisor that did not call him back. ***** is
  eligible for assistance programs though Consumers but declined them at the
  moment stating he is able to pay the balance on the account off.
  Complaint closed 11/22/23
  
  

• Initial Complaint

  Date:11/15/2023

  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.

  I have had previous concerns with this company. However now it is far more complex. I am attempting to attain a duable resolve with this company yo attain a more humane and feasible payment plan taking under consideration that I am a working senior with one minimum income. I already have some physical challenges so I need urgent assistance.

  

  Business Response

  Date: 11/21/2023

  11/16/2023 14:22:13 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  *********************
  ACCOUNT NUMBER: 0480
  *****************************************************************************************************-5810
  Dates of Service: July 1, 2017 - Present
  Email address: **********************************************
  **********
  RELEVANT ACCOUNT INFORMATION:
  Current Balance: $233.02
  Past Due Balance: $189.99
  *****
  Shut Off Protection Plan (SPP) History:
  12/01/22 - defaulted for non-payment
  08/28/23 - defaulted for non-payment
  09/22/23 - requested plan but down payment of $211 not received
  *****
  Installment Plan (IP) History:
  09/29/23 - 2 payment plan created as follows:
  10/12/23 - $250.00
  11/12/23 - $172.15
  This plan was set up over the internet.
  *****
  12 Month Payment History:
  Date Amount
  01/10/23 $ 65.00
  02/08/23 $ 65.00
  03/04/23 $ 65.00
  04/19/23 $ 65.00
  05/01/23 $ 65.00
  06/25/23 $ 65.00
  07/20/23 $ 65.00
  10/06/23 $250.00
  *****
  All meter reads for this customer have been actual.
  *****
  Previous complaints for same issue:
  MPSC #********** from 8/2/23: **************** was concerned about the amount of
  her SPP payment. It was explained that her payment amount was based on
  the amount she owed as well as her usage for the previous 12 months. She
  was made aware that for the last default from SPP she had been using more
  than she was paying and we wouldn't be able to lower the amount of the
  monthly payment.
  MPSC #********** from 9/18/23: **************** was concerned about amount
  needed for down payment for SPP. She was made aware of the previous
  defaults off of the plan and what was needed to enroll in SPP once again.
  **********
  CUSTOMER CONTACT SUMMARY:
  11/16/******* pm
  I called ********************* ************ and spoke with her about her concerns.
  I told her I had worked with her on two previous complaints regarding
  payment plans. I explained that at this time she is on a installment plan
  and the last payment was due 11/12/23 for $172.15. **************** told me the
  same thing she stated in September that she just went back to work and
  can't make that payment. She said that someone else had paid the last
  payment of $250 and she needs a payment plan. I let her know at this time
  we wouldn't be able to set up a new plan with lower payments due to the
  previous payment plans that didn't complete and defaulted due to
  non-payment.
  **************** said all we want to do is send her to public assistance and
  demanded to know if I was going to help her with a payment plan. I
  explained she is already on a plan and anything else that would be set up
  would not have a lower payment. She told me she was going back to the BBB
  and tell them I refused to help her and she disconnected the call.
  **********
  SUMMARY OF RESOLUTION:
  11/16/23
  ADDRESS PAYMENT PLANS/DEFAULTS:
  Customer has defaulted off of SPP 4 times within the last 12 months,
  11/14/22, 8/14/23, 8/28/23 and 12/1/23. Customer is now enrolled in an IP
  with the last payment being due on 11/12/23. She is aware if it's not
  paid by 11/17/23 she will be de-enrolled from that plan.
  PAYMENT HISTORY:
  Payment history is listed above in "Relevant Account Information".
  ACTUAL READS:
  All meter reads for this customer have been actual.
  ASSISTANCE:
  When customer stated she can't make the payments we ask for it was
  suggested she call 2-1-1 for assistance. She states she is a working
  senior and doesn't qualify. She refuses to attempt to seek assistance.
  CUSTOMER INQUIRY CLOSED AS OF 11/16/2023
  
  

  Customer Answer

  Date: 11/28/2023

  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:
  
  This business and it's rude representative have not tried to contact me nor present a feasible resolve nor payment plan to accommodate my circumstance. Therefore I request that this case remain open until this circumstance has been resolved. No one despite their position in the company reserves the right to treat their customers like inferiors and less than human.  
  
  Regards,
  
  *********************

• Initial Complaint

  Date:11/09/2023

  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.

  Because consumers will no longer accept credit cards on auto pay, I entered bank checking acct numbers. One number missing. Corrected this info within a few days and yet their payment center continued to bill invalid number thereby making the bill past due. I was assured by one agent seniors are not charged a late fee and another agent who claimed she removed the $15 late fee. I am still being billed for this and have spent 7 days on the phone to rectify this problem. Every call involves a different story and inconsistencies with no solution. Last person claimed I needed to call the bank on this matter. The bank had nothing to do with it.

  

  Business Response

  Date: 11/16/2023

  11/10/2023 11:37:45 EST (RNSTAGG)
  CUSTOMER INFORMATION:
  *****************************
  Account number: 4011
  ******************************************************
  Dates of service: 10/27/12 to present
  Email: *******************
  NOTE: ************************* IS NOT AUTHORIZED ON THE ACCOUNT
  INITIAL CUSTOMER CONTACT:
  11/10/23 - 11:49 am - THE FOLLOWING EMAIL ********************* AND SMS
  TEXT MESSAGE (**************) WAS SENT TO THE CUSTOMER (IN ADDITION TO A
  WEB LINK FOR THE **** (RELEASE OF CUSTOMER INFORMATION) FORM:
  " Thank you for reaching out with your concerns. We have received your
  complaint filed with the BBB, notification number **********. I assure you
  Consumers Energy takes all customer complaints seriously.
  Our Complaints Advocate ********************* will be in touch with you soon to
  discuss your concerns and gather any additional information that *** be
  needed. In the meantime, ******* is able to authorize ****** to be able to
  speak with us about the account by filling out a Release of Customer
  Information form. A separate link to do so online will be sent via email.
  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."
  11/10/2023 11:55:51 EST (RNSTAGG)
  RELEVANT ACCOUNT INFORMATION:
  Current balance: $98.56 due on 11/28/23 (includes $***** return fee)
  PAYMENT HISTORY (12 MONTHS):
  Date: Amount:
  11/28/22 $75.56
  12/28/22 $93.14
  01/30/23 $125.46
  02/28/23 $130.75
  03/30/23 $97.70
  05/04/23 $95.31
  05/30/23 $83.18
  06/29/23 $72.71
  07/31/23 $87.89
  08/29/23 $108.27
  09/28/23 $108.20
  - (11/28/22 to 09/28/23 payments were auto pay with a card)
  10/27/23 $68.75 (payment returned)
  11/01/23 $68.75 (payment returned)
  - (10/27 and 11/01 payments were auto pay with ACH)
  11/09/23 $43.75
  - (11/09/23 payment was Web Payment)
  AUTO PAY HISTORY:
  12/20/22 to 10/03/23 - Auto pay with card
  10/20/23 to 11/01/23 - Auto pay with checking account (ACH Returns)
  11/01/23 to 11/06/23 - Auto pay with checking account
  11/08/23 to present - Auto pay with checking account
  TIMELINE OF CONTACTS/NOTES FROM CUSTOMER SERVICE:
  11/01/23 - " ******* CI DUE TO PYMT HASNT PULLED FRM ACCT; INFRMD INFO
  ENTERED WRONG; SENT ROVERSTAR FORM; TRANS TO TOLL FREE #
  "Dear ***************************,
  Thank you for calling Consumers Energy to request a Release of Customer
  Information form for service address of **** TALL OAKS DR ** *********.
  Please click the link below to continue with your request and view
  documentation required."
  11/01/23 - " ** (customer) called because payment made on 10/27 is being
  returned for no acct found. she tried to update on phone couldn't do it.
  will try later"
  11/01/23 - " AUTOPAY 11/1/2023
  **** 11/1/2023"
  11/02/23 - " ************************* spouse not auth; called regarding autopay , she
  plugged in checking acct number and it was denied, was missing a number ,
  will send email to waive ***** returned payment fee"
  11/06/23 - " ******* CALLED RE: PMT. ADVISED THAT THE AUTOPAY HAS THE ACCT
  AS UNABLE TO LOCATE. STATES THAT IT HAS BEEN ENTERED A 2ND TIME AND IT
  STILL SHOWS UP INCORRECTLY. REMOVED AUTOPAY AND WILL BE SET UP AGAIN.
  SENDING IN FORM WITH CORRECT INFORMATION. PROCESSED AMENDS FOR $25 FOR
  REPEAT CALLS."
  11/08/23 - $25 good faith credit posted
  11/09/23 - " ************************* CI (called in) NOT AUTHORIZED ON ACCT SHE
  STATES SHE SENT IN FORM TO BE AUTHORIZED SHE STATES MAILED IN FORM ON
  MONDAY, ADVISED NOT SHOWING YET - ******* GOT ON THE PHONE
  I SEE NOTE FOR A GOOD ***** *** OF ***** BECAUSE WHEN I ADVISED OF THE ***
  THAT IS OWED THEY STATE IT IS INCORRECT I SEE THE *** (good faith credit)
  POSTED BUT SHE STATES STILL SHOULD ONLY BE THE 83.56
  **** (transferred) TO MAIN"
  SENDING EMAIL TO CUSTOMER EXPERIENCE DELIVERY COMPLAINTS AND PO BOX:
  RETURN PAYMENT EXCEPTIONS FOR UPDATE ON $***** RETURN FEE
  11/14/2023 15:53:44 EST (RNSTAGG)
  INFORMATION PROVIDED BY PO BOX: RETURN PAYMENT EXCEPTIONS: The return
  payment fee has been refunded back to the account ($*****), and there was
  no record of a prior request to reverse it made.
  **Coaching with customer service department agents, notification provided
  to Customer Experience Delivery Complaints (see above)
  CUSTOMER CONTACT SUMMARY:
  11/14/23 - 3:27 pm - I spoke with ********************* at phone number ************
  - letting her know that I have been able to look into her concerns with
  the auto pay issues.
  - I confirmed with her that the account is currently set up on
  auto pay, and the current bill of $83.56 is scheduled to be deducted on
  the due date of 11/28. The $15 return fee was not sent to the appropriate
  place, so there was not a request in to have it removed. This has already
  been shared with our **************** (Customer Experience Delivery)
  management team, who has the ability to listen to the recorded calls and
  follow up with individual employees with any coaching opportunities.
  - There are no late payment charges on the account, and as a
  senior, the account is exempt.
  - She was happy to hear the return fee was reversed, and
  thanked me for the follow up call.
  SUMMARY OF RESOLUTION:
  - (*Address incorrect number from checking account to make payment) The
  customer switched over to auto pay with a checking account and entered the
  numbers incorrectly. This caused the payment to be returned.
  - (*Address late fees) As a senior, the account is not eligible for late
  payment charges.
  - (*Address if customer is set up on auto pay with her checking account
  correctly) The customer is currently on auto pay with a checking account,
  with the total balance of $83.56 to be deducted on 11/28. The customer
  successfully make a one-time payment with their checking account
  information after updating it, and it has not been returned.
  - (*Address being told inconsistencies with no resolution) Our
  investigation found that it was noted from customer service they were
  sending an email to remove the return fee, however we weren't able to
  verify it was requested with the appropriate group. This has been shared
  with the management team in **************** to review for coaching
  opportunities.
  CLOSING CUSTOMER INQUIRY AS OF 11/14/23.
  
  

• Initial Complaint

  Date:11/06/2023

  Type:Billing 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.

  I setup a payment arrangement that I followed and they canceled it and now are going to turn off my electricity! I want to reset the arrangement and keep making payments, just like I have been doing.

  

  Business Response

  Date: 11/10/2023

  11/06/2023 16:31:12 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  *****************************
  ACCOUNT NUMBER: 8798
  *****************************************************************
  Dates of Service: August 21, 2013 - Present
  Email Address: ********************************
  **********
  CUSTOMER CONTACT SUMMARY:
  11/6/23
  I sent the following text 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.
  Our Complaints Advocate *************************** will be in touch with you soon to
  discuss your concerns and gather any additional information that *** 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
  Please do not reply to this automated message.
  11/07/2023 10:01:37 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  Current Balance: $639.65
  Turn Off Balance: $450.55
  *****
  ******* History:
  Date Notice/Action
  11/02/23 Turn Off Notice - mailed $450.55
  *****
  12 Month Payment History:
  Date Amount
  12/02/22 $145.00
  02/15/23 $181.00
  04/04/23 $181.00
  04/28/23 $181.00
  06/11/23 $181.00
  07/17/23 $181.00
  08/17/23 $110.00
  09/25/23 $240.64
  10/20/23 $110.00
  10/23/23 $198.76
  *****
  Installment Plan (**) History:
  The following installment plan was created on 7/24/23 by Customer Care
  Advocate ***** after working with him on MPSC Complaint #********** from
  7/13/23 regarding Budget Plan:
  Date
  Payment Date Received
  08/25/23
  110.00 08/17/23
  10/25/23
  110.00 10/20/23
  11/25/23
  110.00
  12/25/23 110.00
  01/25/23 110.00
  02/25/23 115.92
  While on this arrangement customer was made aware he would also need to
  pay his regular monthly bills by their due date:
  Month Due
  Amount Date Received
  August 09/01/23
  240.64 9/25/23
  September 10/03/23
  198.76 10/23/23
  ** was de-activated due to customer not paying his current bills on time
  as well as making his ** payments.
  **********
  11/07/2023 11:35:36 EST (DJLOUCKS)
  CUSTOMER CONTACT SUMMARY:
  11/7/******** am
  I called *************************** at ************ and spoke with him about his
  concerns. I told him I had reviewed his account and found his ** had
  defaulted due to his current bills not being paid on time. **********************
  said when that was set the previous person he worked with never stated
  that his current bills had to be paid on time only that they had to be
  paid each month. I explained several times to him that each bill has a
  due date and that is when they are due. On an ** current bills have to be
  paid on time and in full otherwise the ** will default.
  ********************** told me to set up a new arrangement just like he had before
  and he will pay his current bills each month but can't due it on the due
  date. I explained many times **'s won't work like that. We then talked
  about changing his due date to more coincide with his pay. He requested
  to have his current bills come due on the 25th of each month so I have set
  that up in the system for him. He is aware it *** not take effect for 1-2
  billing cycles.
  We then set up a new payment arrangement with 6 monthly payments to catch
  up his current balance. He is also going to watch for his bill that will
  be due in December and will pay for that this month so that his ** doesn't
  default. I have set up an ** as follows:
  Amount Due Date
  $100.00 11/25/23
  $100.00 12/25/23
  $100.00 01/25/24
  $100.00 02/25/24
  $100.00 03/25/24
  $113.27 04/25/24
  ********************** asked that I send him an email with details of our call and
  the ** arrangements. I sent him the following email:
  Hi ***************************,
  I am writing as a follow up to our conversation today. I#ve confirmed on
  your account that your due date has been changed to the date of your
  choice of the 25th of the month. It can take 1 # 2 billing cycles for
  that change to take effect.
  A new installment plan has been set up with your full balance of $613.27
  which includes what was due on 11/2/23. Your payment plan is as follows:
  Amount Due Date
  $100.00 11/25/23
  $100.00 12/25/23
  $100.00 01/25/24
  $100.00 02/25/24
  $100.00 03/25/24
  $113.27 04/25/24
  Your current bills as they come in will need to be paid in FULL and ON
  TIME to keep your installment plan from deactivating. If you have any
  questions about this arrangement or your due dates please let me know.
  It was a pleasure working with your today and I hope you have a great rest
  of the year!
  Respectfully,
  ****
  **********
  SUMMARY OF RESOLUTION:
  11/7/23
  PAYMENT HISTORY:
  Payment history listed above in "Relevant Account Information".
  PAYMENT ARRANGEMENT DATES AND DEFAULT:
  Previous payment arrangement listed above in "Relevant Account
  Information". Installment plan defaulted due to current bills not being
  paid on time.
  PAYMENT ARRANGEMENT OPTIONS:
  A new installment plan has been set up with 6 monthly payments.
  Arrangement is listed above in "Relevant Account Information".
  ******* HISTORY:
  ******* history is listed above in "Relevant Account Information".
  CUSTOMER INQUIRY CLOSED AS OF 11/7/2023

  Customer Answer

  Date: 11/10/2023

  [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:11/03/2023

  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.

  I am not being billed in a timely manner by Consumers Energy. There is a problem with their billing system and my account will not generate a bill. I have been calling for MONTHS to fix this issue. I called in May of 2023 to request a bill and they said they were fixing a "problem" on my account. I did then receive my bill for service dates 3/14/23-5/16/23. Since that bill and payment, I have not received any additional bills on my account. I should be billed monthly. I called again on 9/25/2023 to inquire as to why I was not receiving a bill. I was told by ********* that they were creating an "**** request" to expedite my issue because there were "many issues" on the account. I called again on 10/5/2023 and was told by a customer service rep it was being worked on. I still do not have a bill. I called today 11/3/2023 and spoke with ****** in *******, ** with no resolution. I want to pay my bill and not be in a situation where I am being issued a bill for 6 months of service. The amount of that bill will be extremely high which is stressful for my family. It is unprofessional and frustrating that there does not seem to be an end to this. I feel no one at Consumers Energy is working on the issue to correct it from happening again. I am very upset with the company. I would like this resolved immediately. I am providing my account number for any assistance: **************. Thank you.

  

  Business Response

  Date: 11/13/2023

  11/06/2023 10:58:42 EST (RNSTAGG)
  CUSTOMER INFORMATION:
  *************************
  Account number: 3813
  ***************************************************************************************
  Dates of service: 05/01/10 to present
  Email: **************************************
  RELEVANT ACCOUNT INFORMATION:
  NOTE: This customer is on a manual meter read program. *************************** is
  authorized on the account
  CURRENT BALANCE: zero (last bill was for use from 04/15 to 05/16 due on
  June 22).
  ELECTRIC METER READ HISTORY FOR 12 MONTHS:
  Meter: Register: Date: Type:
  Read:
  17456712 1 10/13/2023 actual
  92,871
  17456712 2 10/13/2023 actual
  9.220
  17456712 1 09/13/2023 actual
  90,562
  17456712 2 09/13/2023 actual
  15.010
  17456712 1 08/15/2023 actual
  87,921
  17456712 2 08/15/2023 actual
  15.304
  17456712 1 07/17/2023 actual
  84,815
  17456712 2 07/17/2023 actual
  16.886
  17456712 1 06/14/2023 actual
  79,533
  17456712 2 06/14/2023 actual
  14.620
  17456712 1 05/16/2023 estimate 73,
  874 (not attempted)
  17456712 2 05/16/2023 estimate 10.
  314
  17456712 1 04/14/2023 actual
  72,065
  17456712 2 04/14/2023 actual
  10.314
  17456712 1 03/15/2023 actual
  70,351
  17456712 2 03/15/2023 actual
  8.178
  17456712 1 02/14/2023 actual
  68,681
  17456712 2 02/14/2023 actual
  10.022
  17456712 1 01/12/2023 actual
  66,709
  17456712 2 01/12/2023 actual
  7.774
  17456712 1 12/13/2022 estimate 64,
  998 (dog)
  17456712 2 12/13/2022 estimate 13.
  906
  17456712 1 11/14/2022 actual
  63,465
  17456712 2 11/14/2022 actual
  13.906
  GAS METER READ HISTORY (SINCE NEW METER INSTALLED):
  Meter: Date: Type: Read:
  40325006 10/13/2023 actual 3,088
  40325006 09/13/2023 actual 2,897
  40325006 08/15/2023 actual 2,721
  40325006 07/17/2023 actual 2,672
  40325006 06/14/2023 actual 2,609
  40325006 05/16/2023 actual *****
  40325006 05/16/2023 estimate ***** (not attempted)
  40325006 04/14/2023 actual 1,925
  40325006 03/15/2023 actual 10
  77863946 03/14/2023 actual 10
  77863946 03/14/2023 actual 10
  77863946 03/13/2023 actual 10
  77863946 02/09/2023 actual 10
  77863946 01/11/2023 actual 10
  77863946 12/14/2022 actual 10
  77863946 11/15/2022 corrected 6 (originally 83 estimate * dog)
  77863946 10/13/2022 corrected 3 (originally 37 estimate * dog)
  40325006 09/14/2022 actual 0
  77863946 09/14/2022 actual 0
  CONSUMPTION HISTORY (2021 TO PRESENT):
  2021
  Begin: End: kWh billed: mcf billed:
  Current bill:
  12/16/2020 01/15/2021 ***** **** $557.10
  01/16/2021 02/12/2021 ***** **** $552.17
  02/13/2021 03/17/2021 ***** **** $639.98
  03/18/2021 04/15/2021 ***** 8.4 $379.79
  04/16/2021 05/14/2021 ***** **** $499.24
  05/15/2021 06/14/2021 ***** 4.9 $529.04
  06/15/2021 07/15/2021 ***** 3.6 $507.26
  07/16/2021 08/12/2021 ***** 4 $482.89
  08/13/2021 09/14/2021 ***** 4 $503.43
  09/15/2021 10/14/2021 ***** **** $634.33
  10/15/2021 11/12/2021 ***** **** $1009.06
  11/13/2021 12/14/2021 ***** 23 $529.59
  2022
  Begin: End: kWh billed: mcf billed:
  Current bill:
  12/15/2021 01/13/2022 ***** **** $573.97
  01/14/2022 02/11/2022 ***** **** $625.49
  02/12/2022 03/14/2022 ***** 28 $538.52
  03/15/2022 04/12/2022 959 **** $38
  5.68
  04/13/2022 05/13/2022 ***** **** $951.45
  05/14/2022 06/14/2022 ***** **** $1135.14
  06/15/2022 07/14/2022 ***** **** $940.62
  07/15/2022 08/12/2022 ***** **** $1196.73
  08/13/2022 09/13/2022 ***** 49 $1893.54
  09/14/2022 10/13/2022 ***** 0.3 $581.82
  10/14/2022 11/14/2022 ***** 0.3 $623.27
  11/15/2022 12/13/2022 ***** 0.4 $295.38
  2023
  Begin: End: kWh billed: mcf billed:
  Current bill:
  12/14/2022 01/12/2023 ***** 0 $358.28
  01/13/2023 02/14/2023 ***** 0 $403.81
  02/15/2023 03/15/2023 ***** 0 $317.22
  03/16/2023 04/14/2023 ***** ***** $2175.66
  04/15/2023 05/16/2023 ***** **** $670.30
  05/17/2023 06/14/2023 5,659*
  06/15/2023 07/17/2023 5,282*
  07/18/2023 08/15/2023 3,106*
  08/16/2023 09/13/2023 2,641*
  09/14/2023 10/13/2023 2,309*
  *No bills have been sent out for June * October, but we do have electric
  use in our system ready for billing.
  * 06/17/23 * ***************** created for Customer Billing to review account.
  * 09/26/23 * ***************** closed, no billing sent
  * 10/05/23 * Customer called in to ask about bill. A new ***************** was
  created by customer service with the following note: "************ * ****
  ******* * PLEASE GENERATE BILLS ON THIS ACCOUNT * LAST BILL THAT WAS
  GENERATED WAS FROM METER READ IN MAY * LARGE CONSUMPTION AND CUSTOMER
  NEEDS BILLS * METER READS FOR ***** JULY, AUG
  AND SEPTEMBER"
  * This case has not yet been closed.
  11/06/2023 11:31:39 EST (RNSTAGG)
  SENDING TO CUSTOMER BILLING COMPLAINTS TO ADDRESS ***************** DELAY AND
  BILLS NOT BEING SENT.
  CUSTOMER CONTACT SUMMARY:
  11/06/23 * 11:32 AM * THE FOLLOWING EMAIL ************************** AND
  SMS TEXT MESSAGE (**************) WAS SENT TO THE CUSTOMER:
  "Thank you for reaching out with your concerns. We have received your
  complaint filed with the BBB, notification number **********. I assure you
  Consumers Energy takes all customer complaints seriously.
  Our Complaints Advocate ********************* is working with our Customer Billing
  team, and they will be in touch with you soon to discuss your concerns and
  gather any additional information that *** 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."
  11/08/2023 12:07:43 EST (RNSTAGG)
  INFORMATION PROVIDED BY ******************************* IN CUSTOMER BILLING:
  "I wanted to reach out to *********************** on this one to get her input
  because she also worked on the *** (gas communication module) issue here.
  So what I have pieced together is that the customer never should have had
  a *** installed but one was installed in on Sept 14 2022 (notification
  1063263198) It was then removed on Sept 15 2022 (notification 1064721432)
  This caused us to get the same read from Sept 2022 until March 2023 when
  ****** removed the ***.
  *** meter was not replaced in March, the *** was only removed so in April
  we got the actual read that showed all of the use that the customer should
  have been billed for from Sept to March. It was essentially a catch up
  read. (***** mcf billed)
  When the billing agent worked the ***************** back in May she released the
  high bill but she did not bill it to current and I will follow up with her
  on that to get the account billed **** (and coaching). She completed the
  case as though it was billed so no communication was sent to the customer
  at that time. *** new ***************** that was created 10/5 has not been worked
  yet due to our backlog."
  THE FOLLOWING BILLS WERE RELEASED:
  Month: kWh used: mcf used: Current bill: ***** balance: Due
  date:
  June **** **** $1619.74
  $1619.74 11/29/23
  July **** 6.3 $1305.32
  $2925.06 11/29/23
  August **** 4.9 $775.92
  $3700.98 11/29/23
  September **** **** $778.94
  $4479.92 11/29/23
  October **** **** $305.23
  $5085.15 11/29/23
  11/08/2023 13:05:07 EST (RNSTAGG)
  CUSTOMER CONTACT SUMMARY:
  11/08/23 * 1:05 PM * I spoke with *************************** at phone number
  ************ * letting her know that I have been able to look into her
  concerns and worked with Customer Billing on her account. She said she was
  late for a 1 pm meeting and asked that I call her tomorrow morning
  instead, and I agreed.
  11/09/2023 10:17:06 EST (RNSTAGG)
  11/09/23 * 10:19 am * I spoke with *************************** at phone number
  ************ about her account concerns.
  * We reviewed the investigation with Customer Billing, and I
  apologized for the two different errors (with the initial *** billing
  issue resulting in a "Catch up" gas bill, and then not billing since
  then). I explained that due to a backlog of cases for review, Customer
  Billing wasn't able to get this fixed and billed out until now.
  * Going forward, there should be no delays in the billing
  going out every month.
  * I understand that getting that many months of bills at once
  can be a hardship. We would allow for 6 months of arrangements if needed.
  In light of her experience with the two billing issues and the delay in
  getting them corrected, I offered a good*faith credit for 50% of the
  balance, in the amount of $2600.00
  * She accepted the credit and was happy with the amount. She
  said that she has been saving some money in anticipation of having a
  balance due. I agreed to place a hold on the account through the end of
  January. She is anticipating being able to pay it off soon, but this will
  give her some space in case additional time or other arrangements are
  needed.
  * ******************* thanked me for helping to address her concerns
  so quickly and will keep my phone number in case of any questions in the
  future.
  SUBMITTED COMPLAINTS RESOLUTION CREDIT FOR $2600.00
  12*MONTH PAYMENT HISTORY:
  Date: Amount:
  12/12/22 $676.71
  01/27/23 $556.80
  03/01/23 $403.81
  03/27/23 $317.22
  06/16/23 $2845.96
  SUMMARY OF RESOLUTION:
  * (*Address not getting a timely bill) *** customer's bills were delayed
  due to a billing (****) case that was worked by Customer Billing in May
  after a prior billing error was corrected (gas catch up bill due to a Gas
  Communication Module installation), but didn't bill it out. *** bills have
  been released, and the customer now has statements from June * October.
  * (*Address actual meter reads) *** customer is on a manual meter reading
  program, and the reads for the last 12 months for both electric and gas
  are shown above.
  * (*Payment history) A 12*month payment history is shown above * the
  customer has great payment history with us.
  * (*Address multiple calls with no resolution/delays in resolution of ****
  case) Our *************************** has a backlog of **** cases for
  review and correction, so there was a delay in getting the bills released.
  * (*Payment plans/assistance options, if needed) In light of the
  customer's experience, we will be placing a 50% bill credit ($2600.00) to
  the account. *** remaining $2485.15 has a hold through the end of January
  to allow time for the customer to either pay it or set up additional
  arrangements.
  CLOSING CUSTOMER INQUIRY AS OF 11/09/23.
  
  

• Initial Complaint

  Date:10/28/2023

  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.

  I called consumer energy appliances plan in September and asked if they do replace and cover bearing for washing machine. They said yes, it covers under the plan. Then, I enrolled in the consumer energy appliances plan. A week ago, I had my washing machine bearing got worse and making loud noise. I called consumer energy and again they told me the plan will cover replacing it. They initiate a request for service to come which they came last week and checked the washing machine. They said they need to order parts and is covered by the plan. They made another appointment date and time at 9:30 am last Thursday to come to do the job. We took off work and waited for them. They called on Thursday morning and said they will be late by 12 pm. We said ok. When the technician arrived home, he said, I have not done replace the bearing for long time, also, the parts and service are not covered by the plan and request to be paid $380. I called consumer energy who they apologized but did not solve the problem. They said the service is not covered by the plan even though I verified twice by consumer energy that they do cover that. We took a day off and they refused to cover that. Also, refused to cancel the contract and pay me back my money stated that service was dispatched. They want the whole year contract payment to cancel the contract. They refused to do the repair job. I am looking for consumer energy to do the job and repair the washing machine bearing otherwise, cancel the contract and fully refund me my money. We lost a day of work waiting for them and when they showed up, they said sorry the job is not covered by your plan.

  

  Business Response

  Date: 11/07/2023

  10/30/2023 12:10:33 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  *************************
  ACCOUNT NUMBER: 6768
  ***** Wintergreen **************** ** 48331-6106
  Dates of Service: July 28, 2014 - Present
  Email Address: *****************
  **********
  INITIAL CUSTOMER CONTACT:
  10/30/23
  I sent the following email via Riverstar:
  Account Number: ending in 6768
  Service Address: ***** Wintergreen, ****************
  Dear ***********************,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, notification number
  1068915456. I assure you Consumers Energy takes all customer complaints
  seriously.
  Our Complaints Advocate *************************** will forward your concerns to our
  ***************** Plan team. The ***************** Plan is not regulated
  by the ******** ************************** and therefore we are unable to
  provide them your telephone number or email address. They have a voicemail
  exclusive for escalated concerns. Please call ************ and leave your
  name, telephone number and email address and they will be in touch with
  you shortly 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 *************************** @ ******************************************** if
  you have any further questions or concerns. Our team is dedicated to
  resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  www.consumersenergy.com
  Please do not reply to this automated message.
  ASSIGNED TO *** 10/30/23
  10/30/2023 13:40:26 EST (DJLOUCKS)
  10/30/23 - this has been sent to ********************* to work.
  11/03/2023 10:32:46 EST (DJLOUCKS)
  11/3/23 - sent email reminder to ********************* and *** that this complaint
  is due on 11/6/23.
  11/06/2023 11:37:30 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  The following information was provided by ***:
  08/26/23 10:54 am
  A customer called in for information on the *** plan. The agent asked
  probing questions to find out what appliances the customer wanted covered.
  The customer asked what exactly is covered because he has experienced in
  the past where a plan will say it is covered but then turn around and say
  it is not. The agent went over the appliances that would be covered under
  what plans and prices. The customer chose the ************ for *****. But
  then asked, what is exactly covered and expressed again he does not want
  to be told it is covered and then told it is not covered. The agent stated
  he would receive unlimited service calls at no extra charge, covered parts
  and labor, and priority scheduling for no heat and no hot water
  situations. The customer asked if it would cover every problem with the
  furnace. The agent asked for clarification. The customer listed parts of
  the furnace that he is wondering would be covered. The agent stated we
  will send out a service technician for the repair and if it cannot be
  repaired then you (the customer) will have to replace the appliance. The
  customer asked if the Motor is not working in the furnace, would that be
  covered? The agent put the customer on hold to gather information if the
  motor would be covered. The agent came back and stated that the motor
  would not be covered. The customer was upset by this and stated we only
  diagnose and don't fix and replace. The agent stated ************* but
  certain parts are not covered and that we have terms and conditions that
  we will need to abide by. The customer expressed again that he didn't want
  to be told something was covered when it was not. The agent apologized and
  the call ended.
  09/14/23 5:32 pm
  A customer called in for information on the *** plan because he was
  thinking of enrolling. The agent asked if it was true that the motor
  (fridge, AC, furnace) that we would not replace something like that. Agent
  stated that in regards to parts, there are some parts we do not cover but
  we do not replace the whole appliance. The customer asked if the bearing
  for the washer was covered or not. The agent stated YES it is covered
  (There was no pause to verify with the T&C). The customer stated he saw on
  the website that he read that was excluded the bearing and to look in the
  T&C. Agent stated that was the Bearing Assembly, so we would not put it
  together. We will repair it, but if needs to be put together we would not
  do that. The customer asked, "So, if the bearing in the washing machine is
  broken, you would replace it?" Agent stated "Yes" The customer followed up
  with the motor and if that would be replaced. The agent stated we would
  replace it if was a transmission problem. The customer asked specifically
  if the motor needed to be fixed and if it would be replaced. The agent
  explained that it would depend on how severe the repair is, and it is up
  to the technician how the appliance will be deemed. The customer then
  moved on to the A/C capacitor. The agent stated that we would replace the
  capacitor but not the compressor. The customer asked about canceling
  another property. The customer asked again if we would replace the
  bearing. The agent stated we would but the not assembly. The agent asked
  if the customer wanted to enroll with her or online, and the customer
  stated he would enroll online.
  Customer enrolled online on 10/14/23.
  10/09/23 1:18 pm
  The customer called in and stated that the washer is having issues and he
  thinks it is the bearing because it's making a lot of noise when spinning.
  The customer stated when the washer is on high speed spinning that it
  makes a lot of noise and he checked with his friends who said it was the
  bearing. The agent created the work order for the washer. At the very end
  of the call, the customer asked "This is supposed to be covered with the
  plan?" The agent responded "Yes".
  There was no discussion if the bearing for the washer was a covered part
  or not during this call.
  10/26/23 5:42 pm
  The customer called in stating that he had a work order for his washer 2
  weeks ago and when the tech came they stated that the bearing needed to be
  replaced and they were going to order the part. And today it was to be
  replaced. However, the tech stated that the service is not covered by CE.
  The customer had called in to verify the service to have the bearing
  replaced is covered. The agent apologized to the tech and asked if the
  tech said if it was for the bearing or the bearing assembly. The customer
  replied that they said the bearing. The agent stated that the bearing
  assembly was not covered. The customer became upset and began yelling that
  if this was not a covered service, why would we send someone out if it was
  not covered? The agent advised the customer he understood that the
  customer was upset, but he was trying to provide the customer with a
  solution and to "tone it down a bit" so he could help. Agent restated that
  the part is not covered. The customer asked why an appointment was made
  when the part was not covered. (the customer is yelling again) The agent
  stated he did not know, he did not make the appointment. The customer
  asked why he did not know because in the contract they say that the
  bearing is covered. The agent stated the line from the T&C under not
  covered parts and services "Clothes Washer: combination tub and bearing
  assembly, inner and outer tub, transmission." The customer is demanding
  to be reimbursed for lost wages because he took off work for a Tech to
  come out and tell him the service is not covered. That this is a scam. The
  agent pulled up the customer's account and apologized again for the
  situation. The customer yelled again restating his concern. This time he
  added he had the agent who made the work order put in the notes that it
  was the bearing. The customer wanted a ***. The agent offered to resend
  the T&Cs to the customer, but he refused. The agent said when it was sent
  to him he should read it. The customer yelled that he had read it and that
  the agent was the one who should have read it. The customer stated that if
  that cannot be resolved he needs his plan canceled and the money back that
  he paid into it. If not he will be issuing a complaint to the BBB. The
  agent asked if he was threatening legal action, and the customer yelled
  yes that we were making him because this was a scam. The agent asked the
  customer to stop calling it a scam. The agent placed the customer on hold
  to get a ***. ***** took over the call. The customer asked for the problem
  to be fixed or either get reimbursed for his lost wages, cancel the
  contract, and refund his payment. *** reiterated what is not covered
  within the T&Cs. The customer stated that customer service did not have
  the knowledge, they agreed to say the bearing was covered and made the
  appointment with him. He again stated (with a raised voice almost yelling)
  that during the work order creation, he said it was the bearing and was
  told it was covered. Supervisor asked if he paid for the part, the
  customer said no and he wants to be reimbursed for his lost wages because
  "your people" are ignorant or the people that are hired are ignorant. Sup
  stated that he can put in a case to ************* to find out what can be
  done. The customer again said that he wanted to have a reimbursement for
  his lost wages and the account to be canceled. The *** stated he could put
  in the CC case, but he could not cancel that account until the case had
  been resolved. The customer did not want to be charged for the plan any
  longer and did not want the case to take up to 3 months to resolve. the
  *** stated he could not control that. The customer demanded his plan to be
  canceled and he was filing a complaint with the BBB. Sup stated that he
  cannot put in the CC case if the plan is canceled to find out about a
  reimbursement. Sup stated before he canceled the contract that he would be
  charged for the remainder of the contract or the price of the work order.
  The customer stated that there was no service done. Sup restated the date
  of the work order. The customer yelled that it was our fault because we
  made the service call and said it (the bearing) was covered. The Sup
  explained that he needed a case for the reimbursement, but the plan cannot
  be canceled until the case is resolved. The customer said to put it in the
  case. Sup created the case and provided the case number. Call ended.
  10/30/23 1:50 pm
  *********************** called the customer to gather more information for the
  submitted complaint, no answer, left a VM with my direct line.
  10/30/23 2:00 pm
  The customer called ***** back restating his complaint. He was advised by
  an agent before signing up that the washer bearing was covered. The
  customer did admit that he suspected the washer had a bearing issue before
  he called in early September to sign up for the *** plan. When he called
  for his washer work order W0103799, he was told again that the washer
  bearing was covered. The technician came out to service the washer. It was
  stated that the bearing needed to be replaced, it was a covered part and
  the tech was going to order it. The tech then came out the following week
  (it was a pre-made appointment from the first visit for the part
  installation) and advised the customer that the part was not covered by
  the *** plan. The customer called back into *** and was advised that the
  part was not covered. The customer stated that the agent then accused him
  of knowing what was covered. ***** advised that she believed that the
  agent was referring to the T&Cs. ***** advised that she would take all of
  this information into the investigation. ***** will call him within a week
  with an outcome.
  11/03/23 12:07 pm
  ***************************:
  Called the customer to advise the resolution the of complaint. I addressed
  the point of COVERED PARTS and stated that there is a list in the T&C of
  parts and services that are NOT covered by the *** plan. However, if a
  customer wants to know about specific covered parts and it is not listed
  in the T&C, a technician will be dispatched for the service call and they
  will provide insight on whether or not the part is covered by the ***
  Plan. Another option is the solution center agent may reach out to our
  Field Support Team for more information on the specific part.
  I then addressed CUSTOMER BEING PROVIDED INCORRECT INFORMATION REGARDING
  COVERAGE. I advised that when he called in to inquire about covered parts
  on 9/14/23 he was provided misinformation by the agent saying the assembly
  installation was not covered but the bearing itself was. The customer
  referenced that he was advised of this by the technician who was
  dispatched as well. I stated that I cannot speak for what the tech stated,
  I can only speak for *** however I have forwarded that information to be
  addressed. I then addressed the point of REFUND/REIMBURSEMENT. I advised
  that I would be issuing him a one-month credit of $28.99 due to the
  misinformation he had received from the agent on 9/14/23 about the bearing
  being a covered part. When all this information was advised to the
  customer he stated that we did not solve the issue. We either had to cover
  the part he was told was covered OR waive the cancellation penalties (the
  remainder of the contract year or the service order, whichever is less). I
  advised that is what is charged to all our customer who cancels within
  their first year of coverage based on the T&Cs. The customer stated that
  should not be the case because he was advised that part is covered and him
  only getting $28 does not solve to issue. I advised that that part will
  not be covered based on the T&Cs, but I can inquire to have the
  cancelation penalties waived or the part replaced but there is no
  guarantee that either will happen. The customer stated that he understands
  that but if neither one can be done he will pursue further action with the
  complaint. I advised that it was his right. I will call him when I have
  received an answer to this inquiry.
  11/06/23 8:38 am
  ***************************:
  Called the customer for a follow-up on a request. ***** advised the
  customer that if he chose to cancel his plan he would not incur the
  cancelation penalties for cancelling the contract in the first year. *****
  advised that this is due to when the customer called on 9/14/2023 he was
  asking about that part, which led us to believe that the washer was not in
  working condition upon sign up. The customer stated that the washer was
  working it was just that part was making noise. Customer asked about what
  is not covered the bearing or the bearing assembly. ***** advised that the
  Bearing is within the bearing assembly and one cannot work without the
  other, so the entire bearing assembly is not covered. ***** asked the
  customer if he wished to move forward and cancel his contract. He stated
  "Yes". ***** processed the cancellation of the account. ***** advised she
  is backdating the cancelation to 10/26/23 when the customer first called
  in and requested the cancellation of the account and he will receive a
  prorated credit in 1-2 billing cycles. The customer asked since we gave
  him the credit of $28.99 on Friday and we are backdating his cancelation,
  he will not be charged for the *** plan. ***** stated she would not say
  either yes or no to this but she has issued a credit for $28.99 due to the
  misinformation he was provided by one of our agents and we are back dating
  his cancelation to 10/26/23, which he will be receiving a prorated credit
  in 1-2 billing cycles. The customer was satisfied with this outcome.
  *****
  The *** customer service representatives have been coached about the
  misinformation they provided to the customer.
  **********
  SUMMARY OF RESOLUTION:
  11/6/23
  ADDRESS COVERED PARTS:
  There is a section in the T&Cs of parts and services that are NOT covered
  by the *** plan. However, if a customer wants to know about specific
  covered parts and it is not listed in the T&C, a technician will be
  dispatched for the service call and the technician will provide insight on
  whether or not the part is covered by the *** Plan. Another option is the
  solution center agent may reach out to our Field Support Team for more
  information on the specific part.
  ADDRESS CUSTOMER BEING PROVIDED INCORRECT INFORMATON REGARDING COVERAGE:
  On the call made to *** on 09/14/2023, the customer inquired about the ***
  coverage. The ******** Center agent advised the customer incorrectly by
  stating the Bearing part of the washer is covered. When the customer
  referenced the T&C that he read online that stated the bearing assembly
  was not covered. The agent explained that the installation of the bearing
  assembly is covered, but the Bearing itself is covered.
  When *********************** spoke to the customer on 10/30/2023, it was stated that
  the technician that was dispatched to his home for the clothes washer work
  order W0103799, advised the customer at that time, the Bearing part that
  the washer needed, was going to be ordered and it was covered. However, on
  the return for the part installation the following week, the technician
  advised the bearing was not covered and had to be paid for out-of-pocket.
  In the Service Bench system, there are no notes to verify what the
  customer was advised by the technician.
  REFUND/REIMBURSEMENT:
  The customer will be issued a one-month credit of $28.99 for the
  misinformation that was provided to him by a ******** Center agent about
  the bearing being covered, but in the T&C, it is not covered.
  The customer canceled the plan on 11/06/2023. The cancellation is
  backdated to 10/26/2023 when the customer first called in to request the
  cancellation of his contract. He was advised that he would receive a
  prorated credit in 1-2 billing cycles.
  CUSTOMER INQUIRY CLOSED AS OF 11/6/2023
  FOLLOW UP/QUALITY CHECK: not done at discretion of customer care rep
  
  

• Initial Complaint

  Date:10/26/2023

  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.

  I have called this company many times due to my bill being well over $200 all the way to scratching close to $400. The size of my home compared to my family members' home compared to their electric bill is outrageous. Bigger homes have lower energy bills than mine. I have called many times with this complaint and the company puts me in a "Savers plan" and I notice no change in my bill. I even went as far as to get a smart thermostat allowing Consumers to adjust my heat/AC to save money and my bill was almost $400 in the summer. The refuse to look into why my bill is so high and my home is a new build with spray foam insulation and energy-saving appliances.

  

  Business Response

  Date: 11/02/2023

  10/31/2023 15:20:17 EST (MNLIEBRO)
  **************************************
  Account number: 5441
  ****************************************************************************************
  Customer contact info:
  Phone: ************
  Email:********************
  Consumers Energy
  Dear ***********************************************,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, notification number
  1068903152. I assure you Consumers Energy takes all customer complaints
  seriously.
  Our Complaints Advocate ***************************** will be in touch with you soon to
  discuss your concerns and gather any additional information that *** be
  needed.
  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
  Please do not reply to this automated message.
  Please do not reply to this automated message.
  Press Complete to send the information.
  Information will be sent to this email address: ********************
  11/01/2023 11:42:38 EST (MNLIEBRO)
  Called customer 10/31/23 @ 4:22 pm and left a voicemail.
  ****** has lived at the residents since 11/1/13-present
  11/01/2023 17:27:10 EST (MNLIEBRO)
  Billing breakdown:
  11/02/2023 08:42:22 EST (MNLIEBRO)
  Billing breakdown:
  Billing dates consumption balance on bill read type
  5/23/22-6/21/22 1313kwh $247.10 actual
  6/22/22-7/21/22 1696kwh $323.55 actual
  7/22/22-8/21/22 1612kwh $308.19 actual
  8/22/22-9/20/22 1555kwh $297.33 actual
  10/21/22-11/21/22 1821kwh $297.82 actual
  11/22/22-12/21/22 1091kwh $197.25 actual
  12/22/22-1/23/23 1453kwh $291.64 actual
  1/24/23-2/22/23 1148kwh $229.51 actual
  2/23/23-3/23/23 1095kwh $200.27 actual
  previous months balance brought onto this bill bill showed balance of
  $429.78
  3/24/23-4/24/23 1154kwh $211.29 actual
  4/25/23-5/23/23 977kwh $176.87 actual
  5/24/23-6/22/23 1204kwh $236.83 actual
  6/23/23-7/24/23 1668kwh $334.00 actual
  7/25/23-8/22/23 1533kwh $310.00 actual
  8/23/23-9/21/23 1191kwh $243.62 actual
  9/22/23-10/23/23 1090kwh $205.51 actual
  Payment History:
  Payment date Payment amount
  7/14/22 $247.10
  8/14/22 $323.55
  9/16/22 $308.19
  10/8/22 $297.33
  11/6/22 $323.93
  12/10/22 $297.82
  1/14/23 $197.25
  2/6/23 $291.64
  3/25/23 $229.51
  4/16/23 $200.27
  5/13/23 $211.29
  6/10/23 $176.87
  7/13/23 $236.83
  8/12/23 $334.16
  9/17/23 $310.20
  10/14/23 $243.62
  I spoke with ******* 11/1/23 @ 3:46pm.
  We went over her billing and usage. I explained how all the bills have
  been actual reads and comparing from one year to another the usage at
  the time of year lines up. It shows that in the summer months she uses
  the most. She agreed as she does have central air. I gave her some tip
  on her air stating that during the peak times from 2-7pm Monday-Friday
  to turn the air up a couple of degress it will help to conserve energy
  and also ******* those times limit any not needed extra usage like doing
  laundry, runnung the dishwasher and such until before 2pm or after 7pm.
  I also went though her energy use details with her and broke her usage
  down hour by hour to see if we could find any abnormally high usage. I
  was not able to find anything that stuck out on energy use details. I
  did explain to her she can also look at that any time she would like as
  well online on her online account and explained how to get to it. I let
  her know that it is helpful when getting something new you can see how
  what is new is effecting you bill such as using a space heater in the
  winter or plugging in a dehumidifer.
  ******* is up to date on her payments and did not need any kind of
  payment arrangment. I did go over the budget plan with her and explained
  how that works. That it is a set monthly payment but recalculates every
  4 months to try and keep you as close to a zero balance as possible.
  She declined the budget plan at the moment but is aware she can enroll
  later on if she would like.
  After going over everything with ******* she was satisfied and stated
  she is going to use the tips I sugessted and keep watch on her energy
  use details. I did also explain to her that comparing bills with friends
  and family is very hard as we all have different size house, run
  different things and have different applainces and family sizes. She
  agreed.
  Complaint closed 11/1/23
  
  

  Customer Answer

  Date: 11/03/2023

  [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:
  
  In regards to speaking with the customer service rep she was extremely pleasant and nice. However all the recommendations to lower my bill and save energy are task that my family is already implicating. We already turn the heat up in the summer during peak hours we lower it in the winter and while sleeping. I already avoid doing my dishes till the evening, I informed her that even my husband has stepped in and started the loads of laundry at 5am so I can switch them over before I go to work so we don't use anything during 2-7pm. Yes I agree that we all have different size homes and electronics however I expressed my concern with a family member who is an electrician who factual has a MUCH larger home that me with more kids than myself, more electronics, family members in and out of his home throughout the day and he mentioned and suggested to have a read done because in his opinion there is no reason our home should be using more energy than his (whom is also a Consumers Energy Customer) The response to that was for me to please have an electrician come out and do a read on my home and email the company back on what was found. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:10/24/2023

  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.

  Last year my energy bills started to appear at strange intervals and for varying amounts. After spending 6 hours on the phone with Consumer's energy, I was advised there is a problem with their billing system, and that they were 'catching up' for unbilled usage. I was advised last year that this was the end of this and it would not occur again. Fast forward to last month and I receive a bill for over double what the usual amount is. After calling them again, I was advised that yet again their is a problem with their billing system and that the additional bill was for July usage (that I never did see the exact figures for) catching up. Despite being promised last year that their billing system was fixed, I had to spend more time calling, waiting on hold, and receiving an explanation for their billing system not working properly & I would like a refund for the time I have spent tracking down the reason for my energy bills drastically fluctuating.

  Customer Answer

  Date: 10/31/2023

  Consumers Energy reached out and provided a sufficient response to my Compliant. I'd like to mark this as completed to customer satisfaction, if I am able too. Thank you!

• Initial Complaint

  Date:10/21/2023

  Type:Product 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.

  Received several consecutive bills over a short period (a couple weeks). The bill amount kept increasing each time $7.34 on October 13, $91.85 on October 23, $159.73 on October 27, then $200.14 on October 31. **************** kept saying it was from a meter change over but her math was not adding up to my bill totals. Then after all her babble as to the $159 bill, I get a larger bill hours later. I understand they did not bill for several months and I did send money even during those months. This is happening to so many people in the ********,** area. I live paycheck to paycheck just like many folks and this is absolutely unacceptable. Why are they allowed to die this.

  

  Business Response

  Date: 10/31/2023

  10/23/2023 09:26:05 EST (JAGATES)
  CUSTOMER INFORMATION:
  *************************
  Account # ****
  *************************************************************************
  Dates of service: 06/10/16 - present.
  Email address: **********************
  10/23/2023 10:55:51 EST (JAGATES)
  CUSTOMER CONTACT:
  10/23/23: 10:58 am - A text/email was sent via Riverstar:
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, notification number
  1068842704. I assure you Consumers Energy takes all customer complaints
  seriously.
  Our Complaints Advocate ********************* will be in touch with you soon to
  discuss your concerns and gather any additional information that *** 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.
  RELEVANT ACCOUNT INFORMATION:
  - Customer had a 3G meter that was exchanged on 07/28/23.
  - Customer's meter reads in February and March were estimated. All other
  reads were actual. The actual reading taken on 06/29/23 was entered
  incorrectly and had to be corrected when an actual reading was obtained
  when the meter was exchanged.
  The customer's July - September bills were delayed because of the
  correction that needed to be made.
  Month Date mailed
  July 09/21/23
  August 09/28/23
  September 10/05/23
  October 10/06/23
  - Current account balance: $50.14, due 10/31/23
  - 12-month Payment History:
  Date Amount
  10/07/2023 150.00-
  08/26/2023 20.00-
  07/01/2023 25.00-
  05/20/2023 50.00-
  03/16/2023 50.00-
  02/18/2023 40.00-
  01/22/2023 40.00-
  12/22/2022 30.00-
  11/25/2022 35.00-
  - Electric Consumption History:
  11/06/2019 12/05/2019 137.0000000
  12/06/2019 01/06/2020 159.0000000
  01/07/2020 02/03/2020 139.0000000
  02/04/2020 03/04/2020 158.9380000
  03/05/2020 04/02/2020 136.1020000
  04/03/2020 05/04/2020 145.7180000
  05/05/2020 06/03/2020 185.8380000
  06/04/2020 07/05/2020 390.2820000
  07/06/2020 08/04/2020 402.1540000
  08/05/2020 09/03/2020 353.7260000
  09/04/2020 10/05/2020 115.7940000
  10/06/2020 11/04/2020 111.0440000
  11/05/2020 12/06/2020 141.3700000
  12/07/2020 01/06/2021 159.4100000
  01/07/2021 02/03/2021 150.5180000
  02/04/2021 03/04/2021 162.7740000
  03/05/2021 04/05/2021 141.9140000
  04/06/2021 05/04/2021 107.2630000
  05/05/2021 06/03/2021 141.4280000
  06/04/2021 07/05/2021 336.2740000
  07/06/2021 08/03/2021 358.8320000
  08/04/2021 09/01/2021 437.0880000
  09/02/2021 10/03/2021 243.4960000
  10/04/2021 11/02/2021 121.9720000
  11/03/2021 12/03/2021 141.1800000
  12/04/2021 01/04/2022 157.0680000
  01/05/2022 02/01/2022 150.6140000
  02/02/2022 03/03/2022 152.0080000
  03/04/2022 04/03/2022 142.1620000
  04/04/2022 05/03/2022 126.2480000
  05/04/2022 06/02/2022 193.6920000
  06/03/2022 07/04/2022 293.6460000
  07/05/2022 08/02/2022 333.5280000
  08/03/2022 08/31/2022 320.0620000
  09/01/2022 10/02/2022 233.0320000
  10/03/2022 11/01/2022 100.4700000
  11/02/2022 12/04/2022 143.7880000
  12/05/2022 01/01/2023 134.6980000
  01/02/2023 02/02/2023 171.0000000*
  02/03/2023 03/06/2023 161.0000000*
  03/07/2023 04/04/2023 91.0000000
  04/05/2023 04/30/2023 102.0000000
  05/01/2023 06/03/2023 178.0000000
  06/04/2023 06/29/2023 168.0000000
  06/30/2023 08/03/2023 405.0000000
  08/04/2023 09/03/2023 300.5740000
  09/04/2023 10/02/2023 162.2650000
  2020 2021 2022 2023
  JAN 137 141 141 135
  FEB 159 159 151 171*
  MAR 139 151 152 161*
  APR 159 163 142 91
  MAY 136 142 126 102
  JUN 146 107 194 178
  JUL 186 141 294 168
  AUG 390 336 334 405
  SEP 402 359 320 301
  OCT 354 437 233 162
  NOV 116 243 100
  DEC 111 122 144
  10/25/2023 10:36:50 EST (JAGATES)
  10/25/23: 10:37 am - I called ********** and got voicemail. I left a
  message with my contact information, asking for a return call.
  10/26/2023 10:19:55 EST (JAGATES)
  10/26/23: 10:20 AM - I called ********** and got voicemail. I left a
  message with my contact information, indicating that I would be sending an
  email and she can call me if she has any other questions/concerns.
  - I have sent the following email to the customer:
  Dear ****************,
  I#m pleased to let you know that we've received your concerns regarding
  your billing for *************************************** G ********, ** from the ************************** Because our customers are important to us, we've taken
  your concerns seriously and have reviewed your account.
  On January 3, 2023, our cellular service provider turned off its 3G
  service as part of a multi-year plan to migrate off the technology. This
  date was after giving us an extension from the original transition date of
  January 3, 2022. While we were able to replace about ******* impacted
  meters through 2022, supply chain impacts prevented us from completing a
  full switch over of our remaining meters before the end of the 3G
  service. Your meter was replaced on July 28, but prior to that date, your
  meter reads had been estimated for the February & March billing cycles.
  Your meter readings after March were actual readings, entered manually,
  and the reading on June 29 was entered incorrectly. This prompted the
  account to be flagged for a manual review to ensure correct billing. Due
  to the backlog of accounts needing to be reviewed, your bills were
  delayed, which is why you received 4 bills over a 2 week period. We are
  very sorry for the inconvenience and frustration that this *** have
  caused.
  I do see that payments were made to the account during the period when no
  bills were sent. We appreciate the effort you took to continue to make
  payments when no bills were sent. As a good will gesture, I#m requesting
  that a credit of $50.14 (your current account balance) be applied to your
  account. No payment will be due until the end of November after you
  receive your next bill.
  It is my sincere hope that this information has resolved your concerns.
  Please let me know if there is anything else I can do to help you. Thank
  you for the opportunity to assist you with your inquiry.
  Respectfully,
  *********************, Executive Customer Advocate
  Office: ************ | Fax: ************
  *************************************************** | www.ConsumersEnergy.com
  - I have submitted the request for the credit to be applied to the
  customer's account.
  SUMMARY OF RESOLUTION:
  - HIGH BILL - CONSUMPTION HISTORY: There is nothing out of line with the
  customer's usage, but her billing was delayed for 3 months due to an
  incorrectly entered manual meter reading that needed to be fixed.
  - ACTUAL VS. ESTIMATED READS: Only 2 estimated bills: February and March
  2023.
  - PAYMENT HISTORY: See above.
  - PAYMENT ARRANGEMENTS: No arrangements are needed. After the requested
  credit is applied to the account the customer will have a zero balance.
  COMPLAINT CLOSED 10/26/23

  Customer Answer

  Date: 11/02/2023

  [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:10/20/2023

  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.

  Consumers energy appliance program. Was supposed to get 500$ was told it was sent out and about 5 months later we fought and told them it wasnt the day so it could t of been sent now they trying to delay payment . Its for my mom Im trying to hope her get money

  

  Business Response

  Date: 10/31/2023

  10/23/2023 09:56:21 EST (RNSTAGG)
  CUSTOMER INFORMATION:
  *********************
  Account number 6951
  ****************************************************************************************
  Dates of service: 06/04/08 to present
  Email: none on account
  10/23/************* EST (RNSTAGG)
  ASSIGNED TO *** COMPLAINTS
  INITIAL CUSTOMER CONTACT:
  10/23/23 - 10:09 AM - THE FOLLOWING EMAIL ******************** AND SMS
  TEXT MESSAGE (**************) WAS SENT TO THE CUSTOMER:
  "Thank you for reaching out with your concerns. We have received your
  complaint filed with the BBB, notification number **********. I assure you
  Consumers Energy takes all customer complaints seriously.
  Our Complaints Advocate ********************* has assigned your inquiry to our
  Appliance ************************ The ***************** Plan is not
  regulated by the ******** ************************** and therefore we are
  unable to provide them your telephone number or email address. In order to
  assist you further, they have a special complaints voicemail box for this
  process. Please give them a call and leave your name, best contact number
  and email address and they will follow up shortly.
  The number is ************.
  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."
  10/26/2023 14:00:24 EST (RNSTAGG)
  10/23/23 - EMAIL FROM ****** IN OUR *** COMPLAINTS GROUP:
  - " I am not seeing this customer anywhere in our records. Is
  there a chance this is for our appliance rebates program?"
  10/23/23 - SENDING TO ENERGY EFFICIENCY COMPLAINTS
  10/23/23 - ******************************* IN ENERGY EFFICIENCY PROGRAMS COMPLAINTS
  CONFIRMED THAT HE IS CHECKING WITH ALL OF THE CONTRACTORS WHO OFFER
  REBATES.
  10/24/23 - ******************************* CONFIRMED THAT THIS IS NOT ABOUT AN ENERGY
  EFFICIENCY REBATE FROM THE CONTRACTORS AND THAT IT BELONGS WITH ***.
  10/26/23 - AS OF TODAY, THE CUSTOMER HAS NOT LEFT A VOICEMAIL MESSAGE WITH
  THE *** COMPLAINTS HOTLINE.
  10/26/23 - 2:00 pm - I left a voicemail message for ******************* at phone
  number ************ - letting him know that our *** group has not gotten a
  voicemail message from him for follow up. It is important that he leave
  them his contact information so they can look up the account in question,
  research the concerns and follow up with him.
  - I will be following up with another text message and email
  as well, and I provided my direct phone number for him to call me with any
  additional questions about the process.
  10/26/23 - 2:24 pm - THE FOLLOWING EMAIL ******************** AND SMS
  TEXT MESSAGE (**************) WAS SENT TO THE CUSTOMER:
  " This message is to follow up with you about your Better Business Bureau
  complaint. In order to assist you further, we will need some additional
  information. We were unable to locate an *** or an Energy Efficiency
  programs rebate request for your name or account, and will need the
  address or account number of the location you have concerns about in order
  to assist you further.
  The ***************** Plan is not regulated by the ******** Public Service
  Commission, and therefore we are unable to provide them your telephone
  number or email address. In order to assist you further, they have a
  special complaints voicemail box for this process. Please give them a call
  and leave your name, best contact number and email address and they will
  follow up shortly. The number is ************.
  If you have any additional questions, or the inquiry is not about our
  ***************** Plan, please give me a call at ************ or email at
  *****************************************"
  10/27/2023 12:10:42 EST (RNSTAGG)
  Not having heard back from the customer, either to me or with our ***
  Complaints hotline, the following new email ******************** and SMS
  text message (**************) was sent:
  " This message is to follow up on the concerns you brought up in your
  Eastern BBB inquiry regarding your mother's account and appliance rebate
  of $500.00.
  Unfortunately, our *** group has not gotten a message from you with any
  contact, address or account information. At this time, we will be closing
  your complaint.
  Once we hear back from you with the address or account number where you
  have concerns, and you share your information with our *** complaints
  hotline, we will be able to assist you further. If you have any additional
  questions, please feel free to contact ********************* directly at
  ************ or *****************************************"
  SUMMARY OF RESOLUTION:
  - (**** - $500 refund - explain and has it been sent out?) We were unable
  to locate an *** or Energy Efficiency rebate application with the
  information the customer provided. Once he provides us with
  address/account information and follows up with the *** complaint hotline,
  we will be able to assist him further.
  CLOSING CUSTOMER INQUIRY AS OF 10/27/23.
  
  

  Customer Answer

  Date: 11/10/2023

  It has finally been resolved and we have received the money owed