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Business Profile

Electric Companies

Consumers Energy

Important information

  • Customer Complaint:
    The complaints shown in this report reflect all complaints processed with the HQ location.

Complaints

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

Find a Location

Consumers Energy has 17 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.

    Customer Complaints Summary

    • 282 total complaints in the last 3 years.
    • 67 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/15/2023

      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 employees came out to do an inspection today and they literally refused to do their job because of some leaves/foliage that was too "hazardous" for them to walk through to get to the meters. So we're left STILL without hot water to take a shower with and I'm very unhappy with how the situation was handled because they wanted to just be lazy and not do their work

      Business Response

      Date: 08/22/2023

      08/15/2023 14:52:56 EST (RNRICHAR)
      CUSTOMER INFORMATION:
      *************************
      Account number: 9892
      ********************************************************-4016
      Dates of service: 10/01/21 to present
      Email: *******************
      08/15/2023 15:32:45 EST (RNRICHAR)
      RELEVANT ACCOUNT INFORMATION:
      08/14/23 - NO GAS SAME DAY ORDER WITH TEH FOLLOWING NOTES:
      "08/14/2023 13:33:39 EST (PI_CONN_EAM)
      1 mtr off and pinned, could be mixed meter issue, possible theft issues.
      **** to call landlord to remove vegetation and fix watr htr issue- hole in
      chimney. LHV (lever handle valve) shut off and danger tagged."
      other account at this location:
      ***************************
      Account number: 6109
      ********************************************************-4016
      Dates of service: 11/18/22 to present
      Email: *********************
      Turned off for non-payment on 08/08/23.
      SENDING TO GAS OPERATIONS COMPLAINTS, PO BOX: MIXED METER
      INVESTIGATIONS/CUSTOMER BILLING COMPLAINTS, AND THEFT INVESTIGATOR ****
      FOR MORE INFORMATION.
      08/15/2023 16:22:06 EST (RNRICHAR)
      ************************* IS NOT AUTHORIZED ON EITHER ACCOUNT HERE.
      CUSTOMER CONTACT SUMMARY:
      08/15/23 - 4:22 PM - THE FOLLOWING EMAIL AND SMS TEXT MESSAGE WAS SENT TO
      THE COMPLAINANT:
      "Dear *************************,
      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. Unfortunately,
      we do not have authorization to speak with you about the account without
      the written consent of the account holder.
      Our Complaints Advocate *************************** will be investigating the concerns
      you brought up in your inquiry, and following up with the account holder
      to discuss your concerns and gather any additional information that *** be
      needed."
      ________________________________________________________________________
      Task 0002
      Task CSCMPTSK INIT Initial Contact w/Customer
      Task text Additonal info
      Status TSCO
      Planned start 08/22/2023 14:32:25
      Planned end 08/22/2023 14:32:25
      Completed on 08/17/2023 by
      ________________________________________________________________________
      08/16/2023 09:03:31 EST (ASBERTRA)
      Additional Information received from the BBB
      Consumers Energy has really screwed us over with this situation. So the
      upstairs unit (500 N *************) was supposed to get their meter turned off
      and locked due to non-payment but instead they put the lock cylinder on
      our meter and we don't have any hot water to take showers with. I'm really
      not happy with this situation and how it has been handled so far because 2
      employees came out yesterday and refused to do their job and didn't fix
      the problem with our hot water. We have paid our energy bill and we always
      do so on time. There's no reason why our meter should have gotteb locked
      and shut off instead of the upper unit. This needs to be fixed ASAP
      because this is ridiculous at this point
      ________________________________________________________________________
      Task 0003
      Task
      Task text log continued
      Status TSCO
      Planned start 08/22/2023 14:32:25
      Planned end 08/22/2023 14:32:25
      Completed on 08/17/2023 by
      ________________________________________________________________________
      08/22/2023 14:31:17 EST (RNRICHAR)
      INFORMATION PROVIDED BY *********************** IN MIXED METER INVESTIGATIONS:
      I exchanged the meters as of Dec 9th, 2019, per the results of the work
      order, stating they were mixed.
      INFORMATION PROVIDED BY ************************************** IN GAS OPERATIONS:
      This is a two unit apartment, *********** upper and lower. Apartment 502 N
      Andre upper unit had an turn off (for non-payment) on the 8th .
      From a gas service field perspective the property owner needs to clear
      out the vegetation and make the gas meters accessible. The property owner
      also will need to take care of the issues that are creating an unsafe
      condition inside the premise. There is a problem with the water heater
      venting and it is turned off and danger tagged. Once the vegetation is
      cleared out we can assist with the mixed meter problem if necessary. The
      landlord should identify which fuel line goes to which unit and clearly
      mark/tag them.
      08/16/23 - GAS RELIGHT ORDER COMPLETED NOTING THAT THE **** IN THE CHIMNEY
      WAS FIXED AND THAT THE WATER HEATER WAS RELIT.
      THEFT INVESTIGATOR, ****, CONFIRMED THAT THEY WERE OUT ON 08/08/23 AND NO
      THEFT WAS FOUND.
      CUSTOMER CONTACT SUMMARY:
      08/17/23 - 3:58 pm - I spoke with ************************* about his concerns.
      - He indicated that everything was all set and that the wrong
      valve had been turned off - the upstairs neighbor got turned off for
      non-payment and the lever handle valve got turned off to the wrong water
      heater.
      - He said someone came out today to make sure the right one
      was on/off and said there are no issues.
      - I did let him know that if the owner had any questions or concerns about
      a mixed meter situation that he could call in once the vegetation was
      cleared up and the lines clearly marked, and he said he would share that
      with him.
      SUMMARY OF RESOLUTION:
      - (*Why is the gas service off) *********** was turned off for the upper
      unit at this location and the Lever Handle Valve was turned off for this
      customer's water heater.
      - (*Mixed meter?) A mixed meter investigation was completed in 2019. If
      the owner would like us to conduct another investigation, they will need
      to clear up the vegetation and clearly mark the lines/units.
      - (*Potential Theft?) There is no theft at this address.
      - (*Gas restoration) The water heater was relit at the Lower Unit at this
      address, the upper unit remains off for non-payment with no active
      account.
      CLOSING CUSTOMER INQUIRY AS OF 08/17/2023.

      Customer Answer

      Date: 08/23/2023

      [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:08/12/2023

      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 keep losing power to much. Even since they did an upgrade on our system. We lose it every time a storm or wind comes through and than again last night when it was sunny out. I lose power between 4 and 6 times. It was out last night and no updates for 6 hours it was like they didn't even send anyone out to check this out.

      Business Response

      Date: 08/21/2023

      08/14/2023 10:24:23 EST (RNRICHAR)
      CUSTOMER INFORMATION:
      *******************
      Account number: 5195
      *********************************************************-8640
      Dates of service: 06/26/18 to present
      Email: **********************
      08/14/2023 10:37:05 EST (RNRICHAR)
      ASSIGNED TO GRID INFRASTRUCTURE COMPLAINTS
      INITIAL CUSTOMER CONTACT:
      08/14/23 - 10:37 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
      Grid ********************* and a system engineer 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 *************************** @ ******************************************** if
      you have any further questions or concerns. Our team is dedicated to
      resolving your issues as soon as possible."
      08/14/2023 11:01:14 EST (RNRICHAR)
      This was assigned to *************************************, Electrical Engineer
      08/17/2023 17:25:46 EST (RNRICHAR)
      12-MONTH OUTAGE HISTORY:
      Date: Duration: Cause:
      02/27/23 1d 17h 30m Trees (catastrophic)
      03/01/23 3h 10m Trees
      03/05/23 1h 26m Trees
      05/04/23 1h 51m Trees
      05/22/23 1h 46m Car/Pole Accident
      06/07/23 2h 32m Trees
      06/09/23 1h 46m Planned/Scheduled
      06/29/23 1d 8h 45m Trees
      07/01/23 5h 41m Trees
      08/11/23 7h 54m Equipment Failure
      NOTE: the customer qualified for a single outage credit (6/29/23) and a 6+
      outage credit. Those credits (both $35.00) were applied on 07/18/23 and
      08/01/23.
      08/16/23 - SINCE THE OUTAGES WERE MAINLY CAUSED BY TREES, THIS HAS BEEN
      ASSIGNED TO *********************** IN FORESTRY FOR FOLLOW UP.
      RESOLUTION PROVIDED BY *********************** IN FORESTRY:
      Forestry will evaluate the area to see if any hazard trees need to be
      removed. This work will be completed by 10/01/23.
      8/16/23 4:05pm - I spoke with ***** and went over Forestry information
      that was relevant to her area. We cleared the circuit in 2021-2022.
      Forestry has committed to go back out and look for specific hazard trees
      that may be in the hazard zone with completion date of 10/01/23.
      ***** enquired about a credit; I was able to get her some information
      about the automatic credits. She wants to speak to someone that can give
      her specific information regarding credits. She would like a credit for
      each outage that has occurred.
      08/17/2023 17:27:04 EST (RNRICHAR)
      FOLLOW UP CUSTOMER CONTACT:
      08/17/23 - 4:07 pm - I left a voicemail message for ******************* to follow
      up with her about the outage credits. She qualified for 2 outage credits
      (one for a single outage and one for 6+ outages - both $35) those have
      been posted to her account already as per our automated process for outage
      credits.
      08/17/23 - NOT HAVING HEARD BACK FROM THE CUSTOMER, I SENT THE FOLLOWING
      EMAIL ************************ AND SMS TEXT MESSAGE (**************):
      " This message is to follow up with you about your outage credit concerns.
      You have qualified for two outage credits recently, and they were applied
      to your account (August bill). You can find out more about what qualifies
      for an outage credit here:
      ********************************************************"
      SUMMARY OF RESOLUTION:
      - (*12-month outage history) There have been 10 outages in the last 12
      months here, mostly caused by trees. A history is shown above.
      - (*What is being done to mitigate the issue) Forestry cleared in
      2021-2022, however we committed to performing another full review for
      hazard trees that are within our tree trimming rights and address them
      accordingly. This will be completed by 10/01/23.
      - (*Outage credit) the customer qualified for a single outage credit
      (6/29/23) and a 6+ outage credit. Those credits (both $35.00) were applied
      on 07/18/23 and 08/01/23.
      CLOSING CUSTOMER INQUIRY AS OF 08/17/23.

      Customer Answer

      Date: 08/21/2023

      [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:

      [You must provide details of why you are not satisfied with this resolution. Please type details here:]

      Regards,

      *******************
    • Initial Complaint

      Date:08/11/2023

      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.
      We have the Consumers Energy ***************** Gold Plan ASP ********** Gold....$59.99/month ASP Ala Carte A/C Gold...$18.99/month Total: $78.98/month I was told by the person from Consumers that I could save a couple dollars a month by combining the (2) into (1) ASP *************** Gold that would cover everything on the other (2) plus...for $76.99/month...after re-assuring me that the other (2) would be cancelled, I agreed...our June bill showed that we owed for the old plans + the new plan or $155.97...we thought that it would be taken care of...we were also double billed in July and the (2) original plans that were $2.00 more were now $6.25 cheaper than the Whole Home Plan that they changed us to...when we called, they told us that there's a transition period...so we asked if we would be credited for the double billing for the (2) months...we were told no...even by a supervisor...unbelievable...this shouldn't have happened...who in their right mind would want (2) plans for the same coverage...aloso, they told me that my wife would have to talk to them about billing since her name was on the account...wow...they didn't have a problem with me changing the plan...horrible business practice...they told my wife they would give us $76.99 back one-time...I want the *************** Gold plan that they talked me in to cancelled and my other $76.99 credited...just think how much $$ they can make scamming thousands of people this way...help!

      Business Response

      Date: 08/24/2023

      08/17/2023 11:25:03 EST (RNRICHAR)
      CUSTOMER INFORMATION:
      *************************
      Account number: 4121
      ****************************************************
      Dates of service: November **** to present
      Email: ***********************
      08/17/2023 11:42:46 EST (RNRICHAR)
      ASSIGNED TO APPLIANCE SERVICE PLAN (ASP) COMPLAINTS.
      INITIAL CUSTOMER CONACT:
      08/17/23 - 11:43 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 Better Business Bureau (BBB), notification number
      1068166067. I assure you Consumers Energy takes all customer complaints
      seriously.
      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 ************.
      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."
      08/18/2023 14:31:18 EST (RNRICHAR)
      This was assigned to *********************** an the Field Support team
      08/22/2023 15:39:15 EST (RNRICHAR)
      RESOLUTION PROVIDED BY ********************* IN ASP:
      The customer was correctly billed for both contracts. He did see two
      charges on one bill, which was the prorated charges to end his **********
      Gold + A/C Gold plan, and the first month of his new *************** Gold
      plan.
      4/8/23-5/7/23 ********** Gold + A/C Gold = $78.98
      5/8/23-6/7/23 ********** Gold + A/C Gold = $78.98
      6/8/23-7/4/23 ********** Gold + A/C Gold for $***** (prorated)
      7/5/23-8/4/23 *************** Gold = $76.99
      8/5/23-9/4/23 *************** Gold = $76.99
      CUSTOMER CONTACT SUMMARY:
      8/21/2023 at 10:58 AM: Field Support employee *********************** attempted to
      call the customer using the first phone number we had on the account. She
      reached a generic voicemail and left a message.
      8/21/2023 at 11:00 AM: ****** attempted to call the second phone number on
      the account. She reached the voicemail for ********************* and left him a
      message.
      8/21/2023 at 11:10 AM: ****** received a voicemail back from *****************
      8/21/2023 at 11:35 AM: ****** spoke to ****************. He stated that he was
      billed for two months of the ********** Gold + A/C Gold plan, and she let
      him know that she requested his billing history to review. She asked him
      if he would like to cancel his plan as he stated in the initial complaint,
      and he said that he wanted to go back to his original ********** Gold +
      A/C Gold plan. ****** explained that his new plan included coverage for
      his microwave, which he did not previously have, and was **** cheaper per
      month than his original plan, so he said that he was okay keeping the new
      *************** Gold plan.
      8/21/2023 at 1:30 PM: ****** called **************** back to follow up on his
      billing and confirmed the following billing periods and dollar amounts:
      4/8/23-5/7/23 ********** Gold + A/C Gold = 78.98
      5/8/23-6/7/23 ********** Gold + A/C Gold = 78.98
      6/8/23-7/4/23 ********** Gold + A/C Gold for ***** (prorated)
      7/5/23-8/4/23 *************** Gold = 76.99
      8/5/23-9/4/23 *************** Gold = 76.99
      **************** accepted this resolution once the billing dates were explained
      and he thanked ****** for calling. He stated that she was wonderful at
      her job and that he was glad that he got to talk to her. He said that has
      had the plan for many years and enjoys is.
      SUMMARY OF RESOLUTION:
      - (*ASP Billing) The customer was correctly billed for both contracts. He
      did see two charges on one bill, which was the prorated charges to end his
      ********** Gold + A/C Gold plan, and the first month of his new Whole Home
      Care Gold plan.
      - (*Any adjustments needed?) No adjustments are needed.
      CLOSING CUSTOMER INQUIRY AS OF 08/21/23.

      Customer Answer

      Date: 08/25/2023

      [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:08/11/2023

      Type:Customer Service Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am not liable for this debt with Consumers Energy. I do not have a contract with the collection agency ****************. They did not provide me with the original contract as requested.

      Business Response

      Date: 08/18/2023

      CUSTOMER INFORMATION:
      *********************
      ACCOUNT NUMBER: ********2271
      ***************************************
      Dates of Service: July 25, 2022 - Present
      Email Address: ************************
      **********
      CUSTOMER CONTACT SUMMARY:
      8/11/23
      I sent the following text via Riverstar:
      Dear *********************,
      Thank you for reaching out with your concerns. We have received your
      complaint filed with Better Business Bureau, notification number
      1068107376. I assure you Consumers Energy takes all customer complaints
      seriously.
      Our Complaints Advocate *************************** will be in touch with you within
      the next few business days 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
      08/15/2023 10:55:17 EST (DJLOUCKS)
      8/15/23 11:04 am
      I called ************ but didn't get an answer and was unable to leave a
      voicemail. Because I didn't receive an answer I sent the following email
      to ************************:
      Good Morning,
      I am writing in response to an inquiry that was placed with the ************************* regarding a collection agency. If you could give me a
      call so I could get additional information to look into your concerns.
      You can reach me at ************.
      Thank you,
      ****
      08/16/2023 11:42:46 EST (DJLOUCKS)
      8/16/23 11:49 am
      I called ************ but again didn't get an answer and was unable to
      leave a voicemail.
      08/16/2023 15:18:47 EST (DJLOUCKS)
      Because I have not received a response, I sent the following email to
      ************************:
      Good Afternoon,
      We received an inquiry from the Better Business Bureau regarding a debt
      with a collection agency. Because there are two different names connected
      with this inquiry, I would not be able to provide information without
      verifying which account this is for and who is authorized on the account.
      If you would like to discuss your concerns, please call me directly at
      ************.
      Respectfully,
      ****
      **********
      SUMMARY OF RESOLUTION:
      8/16/23
      There are two accounts for this address one for ********************* and ******
      ********. Because there isn't anyone authorized on these accounts except
      for the account holders I cannot provide any information that could be
      passed on to the wrong account holder.
      CUSTOMER INQUIRY CLOSED AS OF 8/16/2023
    • Initial Complaint

      Date:08/08/2023

      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.
      I believe in April 2023 we got a new meter for the house. I was told the old one was not sending information properly. I also did not receive a bill in April or May. I was going to inquire but in the beginning of June I received a letter stating that there was an issue with my bill and they were making adjustments to make sure my bill is accurate. Delivery will be delayed and they will send a new bill with an extended due date when adjustments are **mplete. I started getting bills every few days with a large credit that was slowly getting less and less with each bill I recieved. Until the final bill showed I owed $*******. These bills went back to service days of January 2022 and every month until June of 2023. When I recieved the first bill that showed a balance owed of $88.67 I payed $150.00. I thought that was my current bill. I didn't realize that was the bill service date December 2022 thru January 2023. It also said due by July 24 2023. My last and current bill said I owe *******. Service date June 2023 thru July 2023 pay by August 17 2023. NOW I got a SUT OFF NOTICE date August first in the amount of $ ******??? That says must be paid by August 14th to avoid service interruption. This makes absolutely NO sense. I've tried talking to people over the phone that just argue with me. They tell me to go to a service center. The service center I go to that they have me the information to was a payment center and ** not help in anyway. So now I'm back to calling I guess? Or maybe calling a lawyer? Is it legal to back bill more than 12 months? And give a shut off notice when I have a bill in front of me saying I owe by the 17th but the shut off is dated earlier? This is so frustrating

      Business Response

      Date: 08/16/2023

      CUSTOMER INFORMATION:
      ***************************
      ACCOUNT NUMBER: *********363
      *************************************************************************
      Dates of Service: June 25, 2018 - Present
      Email Address: ****************** (from account)
      ****************** (from notification)
      **********
      CUSTOMER CONTACT SUMMARY:
      8/9/******* pm
      I called *************************** at ************ and explained he isn't authorized
      on the account so I can't speak to him about her account. I told him he
      could provide his POA paperwork and then we could talk to him regarding
      the concerns. ****************** said he could provide that and I gave him the
      fax number for Estates so they can add him to the account. I told him I
      would watch for that to be listed on the account and would get back with
      him within the next few business days.
      08/14/2023 07:22:19 EST (DJLOUCKS)
      - 8/11/23 POA paperwork received from ****************************
      **********
      RELEVANT ACCOUNT INFORMATION:
      Current Balance: $1,497.34
      Turn Off Balance: $1,269.61
      *****
      25 ************** ***** History:
      Date Orig. ***** Adj. ***** *** Billed
      07/25/21 **** $211.79
      08/23/21 947 - est $174.14
      09/22/21 776 - est $135.99
      10/22/21 **** - est $190.37
      11/17/21 759 $13
      3.01
      12/22/21 **** - est $178.76
      01/21/22 773 - est **** $211.21
      02/22/22 843 - est **** $224.97
      03/23/22 745 - est **** $204.68
      04/22/22 722 - est **** $213.30
      05/23/22 748 - est **** $220.26
      06/22/22 921 - est **** $215.16
      07/22/22 **** - est **** $221.17
      08/22/22 **** - est **** $221.94
      09/21/22 776 - est **** $215.13
      10/21/22 628 - est **** $213.44
      11/22/22 935 - est **** $227.33
      12/22/22 883 - est **** $213.44
      01/24/23 852 - est **** $265.54
      02/23/23 790 - est **** $237.26
      03/26/23 **** $224.94
      04/25/23 **** $238.74
      05/24/23 **** $238.74
      06/25/23 **** $251.71
      07/25/23 **** $201.11
      There was a 4G meter here that stopped sending reads.
      Meter was exchanged on 3/24/23.
      6/2/23 - Billing rep mailed letter telling customer billing was delayed
      and they would receive ******** soon. Billing was delayed due to needing
      to manually correct bills after the meter was exchanged.
      Rebilling was done on 6/16/23 going back to January 2022 as we were able
      to get an actual read from the old meter.
      **********
      24 Month Payment History:
      Date Amount
      09/16/21 $199.83
      10/19/21 $160.34
      11/18/21 $235.17
      12/17/21 $229.29
      01/21/22 $309.13
      02/16/22 $294.23
      03/22/22 $305.45
      04/19/22 $254.71
      05/11/22 $243.38
      06/22/22 $186.94
      07/12/22 $191.38
      08/15/22 $200.00
      09/14/22 $ 40.74
      10/03/22 $342.62
      11/15/22 $199.61
      02/04/23 $607.81
      02/17/23 $361.45
      03/14/23 $320.16
      04/05/23 $300.00
      06/14/23 $300.00
      07/24/23 $150.00
      08/05/23 $348.85
      *****
      ******* History:
      Date Notice/Action
      08/02/23 Turn-Off Notice - mailed $348.85
      08/09/23 Turn-Off Notice - mailed $1,269.61
      **********
      CUSTOMER CONTACT SUMMARY CONTINUED:
      8/14/23 10:10 am
      I called *************************** at ************ and he stated he wasn't at home
      and didn't have all his paperwork with him. He asked if we could do a
      call after lunch between 2:00 - 3:00 and I told him I would give him a
      call back at that time.
      08/14/2023 14:26:08 EST (DJLOUCKS)
      2:43 pm
      I called ****************** and we spoke of their concerns. I explained to him
      that the 4G meter on this home stopped communicating with us in August
      2021. We were able to get an actual read in November 2021, but usage was
      estimated after that until the meter was exchanged 3/24/23. I told him we
      were able to get an actual read when the meter was exchanged, and it
      showed the estimates had been low and we rebilled the account in June
      going back to January 2022.
      ****************** asked how they had a credit and then they didn't and on the
      bills it doesn't show any payments even though they had made them. I told
      him when we rebill an account the first month that was rebill will show
      all the payments going back to that time on that bill. This will show a
      credit and then the bills after will be deducted from the credit. I
      offered to email him an itemized statement so he could see that and he
      said he would appreciate it.
      I told him the difference in usage was ***** kwh and at $.17 per kwh they
      were billed approximately $633.76 more than the estimated bills. I
      offered to remove 50%, $316.88 of that additional billing and he agreed.
      I told him that amount would be removed today which will leave a balance
      owing of $1,180.52 and we can set up an extended payment arrangement on
      that balance. ****************** said he would discuss this with his sister
      tonight and let me know tomorrow if they would just pay it in full or set
      up an arrangement.
      Following is the email I sent to ********************** with the attached
      itemized statement:
      Hi ***************************,
      I appreciate you taking my call this afternoon so we could go over your
      concerns. I have attached the itemized statement so you can see where all
      the payments made since January 2022 show and how the credit on the
      account was figured. After that you will see how each month#s billing is
      deducted from the credit balance and how the account came to the current
      amount due. If you have any additional questions, please let me know.
      Respectfully,
      ****
      **********
      SUMMARY OF RESOLUTION:
      ADDRESS NON-COMMUNICATING METER:
      There was a 4G meter here that stopped communicating in August 2021. We
      were able to get a manual read in November 2021 but meter reads after were
      estimated until meter was exchanged on 3/24/23. When the meter was
      exchanged the read taken at that time was sent to our billing department.
      The read showed the account had been underestimated and due to backlog in
      Billing the rebill didn't occur until June 2023.
      ADDRESS NO BILLS FOR COUPLE MONTHS:
      Due to backlog in billing, the account wasn't billed for a couple months
      after the meter was exchanged.
      ACTUAL READS:
      The 4G meter stopped communicating in August 2021 causing estimated reads
      until the meter was exchanged in March 2023. All actual reads have been
      used for billing after the meter was exchanged.
      PAYMENT HISTORY:
      Payment history is listed above in "Relevant Account Information".
      PAYMENT ARRANGEMENT:
      Due to the length of time usage was estimated and then rebilled I offered
      to remove 50% of the amount of the rebilled billing above what they had
      originally been billed. The customer agreed and $316.88 is being removed
      from the balance. Customer is aware we will set up a payment arrangement
      on the balance if needed after the 50% is removed.

      Customer Answer

      Date: 08/17/2023

      [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:08/02/2023

      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.
      Starti*g i* December **************************************** charged kilowatt usage. We have bee* s*owbirds for the past 10 yrs. We use auto pay so did*'t realize what was happe*i*g right away. We leave the temperature at 50 degrees a*d use WIFI to ru* the thermostat a*d to mo*itor temps. Historically we use about ******* kWh for November - March. As usual we left Nov 1st. This year we were charged as follows: Nov - 203 kWh, Dec 557 kWh, Ja* 754 kWh, Feb 243 kWh (estimated), Mar **** kWh, April 497 kWh (came home 4/15), *** 452 kWh, Ju* 492 kWh. We were advised to have our home electric system checked out, we did at our ow* expe*se a*d were give* a clea* bill of health. The electricia* k*ew exactly what we were talki*g about, telli*g of others that experie*ced the same huge (a*d bigger) spikes. I have spoke* to Consumers twice about this, they told me that the charges were accurate...... I repeatedly ask them to compare this year's data to the two previous years (I got the data from their website), a*d to realize that eve* i* 2020/21 whe* Covid hit a*d we stayed home for the wi*ter our highest mo*thly kWh usage was ***** kWh. We were told that *******'s switch from 4G towers to 5G *ecessitated *ew meters, ours was i*stalled March 28. After the *ew meters my kWh usage for *** * Ju*e is back i* li*e with prior years...

      Business Response

      Date: 08/09/2023

      08/03/2023 08:26:39 EST (DJLOUCKS)
      CUSTOMER INFORMATION:
      *************************
      ACCOUNT NUMBER: 3841
      ******************************************************************
      Dates of Service: June 28, 2019 - Present
      Email Address: *********************
      **********
      CUSTOMER CONTACT SUMMARY:
      8/3/23
      I sent the following email via Riverstar:
      Account Number: ending in 3841
      Service Address: **********************************************
      Dear ***********************,
      Account Number: ending in 3841
      Service Address: **********************************************
      Dear ***********************,
      Thank you for reaching out with your concerns. We have received your
      complaint filed with the Eastern Better Business Bureau, notification
      number **********. I assure you Consumers Energy takes all customer
      complaints seriously.
      Our Complaints Advocate *************************** will be in touch within the next
      few business days 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 EnergyAccount Number: ending in 3841
      Service Address: **********************************************
      Dear ***********************,
      Account Number: ending in 3841
      Service Address: ***************************************
      Dear ***********************,
      Thank you for reaching out with your concerns. We have received your
      complaint filed with the Eastern Better Business Bureau, notification
      number **********. I assure you Consumers Energy takes all customer
      complaints seriously.
      Our Complaints Advocate *************************** will be in touch within the next
      few business days 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
      08/04/2023 14:06:42 EST (DJLOUCKS)
      **********
      RELEVANT ACCOUNT INFORMATION:
      Current Balance: zero
      *****
      37 Month Usage History:
      06/10/2020 07/09/2020 734
      07/10/2020 08/10/2020 728
      08/11/2020 09/10/2020 515
      09/11/2020 10/11/2020 378
      10/12/2020 11/11/2020 444
      11/12/2020 12/10/2020 471
      12/11/2020 01/11/2021 601
      01/12/2021 02/09/2021 538
      02/10/2021 03/10/2021 500
      03/11/2021 04/11/2021 456
      04/12/2021 05/10/2021 392
      05/11/2021 06/09/2021 494
      06/10/2021 07/11/2021 642
      07/12/2021 08/09/2021 509
      08/10/2021 09/08/2021 661
      09/09/2021 10/07/2021 394
      10/08/2021 11/08/2021 484
      11/09/2021 12/08/2021 196
      12/09/2021 01/09/2022 285
      01/10/2022 02/07/2022 296
      02/08/2022 03/09/2022 243
      03/10/2022 04/07/2022 224
      04/08/2022 05/09/2022 339
      05/10/2022 06/08/2022 479
      06/09/2022 07/10/2022 66
      07/11/2022 08/08/2022 348
      08/09/2022 09/07/2022 468
      09/08/2022 10/06/2022 427
      10/07/2022 11/08/2022 442
      11/09/2022 12/08/2022 203
      12/09/2022 01/09/2023 557 - estimate
      01/10/2023 02/08/2023 754
      02/09/2023 03/10/2023 243 - estimate
      03/11/2023 04/11/2023 1,132
      04/12/2023 05/10/2023 498
      05/11/2023 06/11/2023 452
      06/12/2023 07/11/2023 492
      There was a 3G meter here that was no longer communicating and was
      exchanged on 3/28/23.
      **********
      CUSTOMER CONTACT SUMMARY CONTINUED:
      8/4/23 3:07 pm
      I called ************************* at ************ and left a voicemail telling her I
      was calling in regard to the inquiry she placed with the BBB regarding her
      billing. I asked that she return my to go over her concerns and left my
      call back number.
      08/07/2023 13:53:19 EST (DJLOUCKS)
      8/7/23 1:58 pm
      I missed a call from ************** at 1:46 pm so I called her back and left a
      voicemail asking her to return my call.
      08/08/2023 14:25:10 EST (DJLOUCKS)
      8/8/23 2:30 pm
      ************** called and left me a few messages today and I was able to return
      her call at 2:30 pm and we discussed her concerns. I explained they had a
      3G meter that was no longer sending us reads remotely after 1/1/23 as they
      were no longer being supported by the network. I went over with her that
      they received 2 estimated bills and each were followed by billing with an
      actual read. I told her that something used more this past winter than
      they had used there previously. ************** said when they realized their
      bills were higher they hired an electrician to check everything and he
      stated everything was working fine.
      We agreed to credit their account for the difference in what they paid
      last year for the reads from January, February, March, and April. The
      account is being credit for $278.46 and ************** is satisfied.
      **********
      SUMMARY OF RESOLUTION:
      8/8/23
      ESTIMATES:
      Usage history is listed above in "Relevant Account Information".
      Customer's meter reads were estimated in January and March.
      ADJUSTMENT:
      As a resolution offered to credit the account for the difference in what
      they were billed from January - April compared to last year. We are
      crediting the account for $278.46. Customer was satisfied.
      CUSTOMER INQUIRY CLOSED AS OF 8/8/2023

      Customer Answer

      Date: 08/09/2023

      [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:07/31/2023

      Type:Customer Service Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I recently received a notice from a third party re: Consumers Energy for: a past due bill for $982.89. The notice stated if I did not agree this was a valid debt could request to dispute. I sent it back requesting dispute. The bill was from 2020. I was not aware there was a bill that existed. I relocated from ******** in 2020. I received a notice from ON LINE information services a little over a week ago. I contacted Consumers on 7/26/23 re; bill. CSR informed notice went out in 4/2023. I informed her I relocated out of ******** and had not received a bill from Consumers. I requested to speak with a supervisor re: the matter. The agent said she would transfer the call to a supervisor. I was put on hold and then informed someone would call me back. I never got a call back.

      Business Response

      Date: 08/01/2023

      08/01/2023 07:50:51 EST (JCJOHNSO)
      CUSTOMER INFORMATION
      ***************************
      ACCOUNT #: 7158
      ****************************************************************-6143
      Dates of Service: 09/29/2018 - 03/12/2020
      Email: *********************
      RELEVANT ACCOUNT INFORMATION
      Payment History
      Date Amount
      12/05/2018 $400.00
      01/14/2019 $731.01
      09/23/2019 $69.99
      10/21/2019 $89.00
      11/26/2019 $70.00
      12/23/2019 $60.00
      02/24/2020 $130.00
      - The customer contacted ********************** on 03/12/2020 to stop service at
      this address. She was advised at that time that a final bill would be
      generated and sent for charges through that data and we offered to set up
      a payment arrangement if needed once it's received.
      - The customer contacted ********************** on 04/15/2020 after receiving an
      automated call regarding her final bill. The following note was left on
      the account:
      **********
      ** CALLED AFTER RECEIVING AUTOMATED CALL ABOUT FINAL BILL. ** JUST CALLED
      TO SEE WHAT IT WAS ABOUT AND DID NOT HAVE TIME TO SET UP PAYMENT
      ARRANGEMENT AT THE MOMENT. ** WILL CALL BACK TOMORROW MORNING TO SET UP
      PAYMENT ARRANGEMENT TO AVOID **** GOING TO COLLECTIONS. PER CONVERSATION
      WITH PREVIOUS REP. PLEASE WORK WITH THIS CUSTOMER IN SETTING UP IP TO
      ENSURE ACCT DOES NOT GO TO COLLECTIONS.
      **********
      - The customer called back on 08/13/2020 regarding the final bill:
      **********
      SPK TO ** AND CHANGED THE MAILING ADD ON THE ACCOUNT TO A PO BOX ****
      ******* ** ***** ** ACCOUNT ENDED 3/20 BUT SHE DID NOT GET FINAL DUE WRONG
      MAILING ADD RESENT THE FINAL **** WENT OVER FINAL BILL AND ** WILL START
      MAKING PMT ASAP
      **********
      - The customer also contacted our *************************** recently on
      07/26/2023 to start new services. She was advised of this existing balance
      of $982.89 and claimed again that she never received a final bill and did
      not know about this balance. When the prior notes were referenced to
      confirm she was made aware of the final bill and that she would contact us
      to set up an arrangement/make payments, she requested to speak to a
      supervisor.
      - A supervisor attempted to reach her twice on 07/26/2023, but were were
      unable to reach her or leave a message.
      - No further payments were made and no arrangements were requested after
      the customer ended service. She is responsible to pay any past-due charges
      prior to starting new service.
      CUSTOMER CONTACT SUMMARY
      08/01/2023 | 8:20 AM
      - I sent the following email to ********************* on 08/01/2023 via
      Riverstar:
      **********
      Account Number: ending in 7158
      Service Address: ******************************************************
      Dear ***************************,
      Thank you for reaching out with your concerns. We have received your
      complaint filed with the Better Business Bureau, notification number
      1068007132. I assure you Consumers Energy takes all customer complaints
      seriously.
      In reviewing the account further, I see that service at 203 *************,
      Unit 87, *******, ** ***** was in your name from 09/29/2018 - 03/12/2020.
      When you requested to end service on 03/12/2020, the representative you
      spoke with confirmed that a final bill would be sent through 03/12/2020
      that would need to be paid. We also spoke with you on 04/15/2020 and
      08/13/2020 about the final balance of $982.89 and offered to set up a
      payment arrangement to help you pay the past-due charges, however no
      payments were made and no arrangements were requested. We also resent the
      final bill to PO Box ****, *******, ** ***** per your request on
      08/13/2020.
      As a condition of service, any past-due balance must be paid prior to
      beginning service at a new address. Since these charges were billed during
      the time that service was in your name, we will be unable to waive that
      requirement or remove these charges. Although I understand energy use may
      have been high due to faulty/malfunctioning appliances, we unfortunately
      do not have control over that. That's certainly something you could work
      with your prior landlord on if you believe the devices they own caused
      your energy use to be higher.
      If you're unable to pay these charges yourself, I would recommend
      contacting First Call for Help at 2-1-1. They may be able to connect you
      with a local assistance agency that has funding to help you.
      I hope this information is helpful. Please feel free to reach out to me
      (***************************) at ************** or ******************************************** if you
      have any further questions or concerns.
      Sincerely,
      Consumers Energy
      www.consumersenergy.com
      **********
      SUMMARY OF RESOLUTION
      1. Address final bill owed
      - The customer has a final bill of $982.89 that was due 04/06/2020. She
      was advised multiple times that a final bill would be sent and the bill
      was resent to a PO Box per her request on 08/13/2020.
      - The customer will be required to pay her past-due balance to start
      service at a new location per our condition of service policy.
      2. Address Credit report
      - Unpaid past-due balances are reported to the credit bureaus after 90
      days following the final bill due date. Consumers Energy makes every
      effort to collect those unpaid charges prior to that occurring, which
      includes automated calls to the customer. This action did occur and the
      customer contacted ********************** for information on the final balance
      in 2020, however no arrangements were requested and no further payments
      were received.
      Customer concerns have been addressed.
      Complaint closed 08/01/2023

    • Initial Complaint

      Date:07/22/2023

      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 would like to complain that they are price gouging my bill. Every bill they keep raising it and I'm doing noting different and added all these charges. Could you please take a look into what they are doing. I'm sure they will have other customers complaining too.Thanks, ****

      Business Response

      Date: 07/27/2023

      07/24/2023 12:53:53 EST (RNRICHAR)
      CUSTOMER INFORMATION:
      ***********************
      Account number: 0357
      ***********************************************
      Dates of service: August **** to present
      Email: *********************
      INITIAL CUSTOMER CONTACT:
      07/24/23 - 1:03 PM - 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 *************************** 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:
      Current balance: $88.91 due on 08/09/23
      12-MONTH METER READING HISTORY:
      Meter: Date: Type: Read:
      ******** 07/17/2023 actual 61,557
      ******** 06/15/2023 actual 61,054
      ******** 05/16/2023 actual 60,635
      ******** 04/17/2023 actual 60,206
      ******** 03/16/2023 actual 59,758
      ******** 02/14/2023 actual 59,267
      ******** 01/16/2023 actual 58,775
      ******** 12/14/2022 actual 57,942
      ******** 11/15/2022 actual 57,265
      ******** 10/13/2022 actual 56,455
      ******** 09/13/2022 actual 55,732
      ******** 08/14/2022 actual 54,953
      ******** 07/14/2022 actual 54,124
      4G meter #******** was tested on 12/27/16 prior to installation and was
      found to be working accurately at 100.07%.
      - It was installed on 02/23/17 with a zero meter read and has
      been providing all actual reads remotely since then.
      CONSUMPTION HISTORY COMPARISON (2021 FORWARD):
      2021
      Begin: End: kWh used:
      12/17/2020 01/15/2021 944.293
      01/16/2021 02/15/2021 785.301
      02/16/2021 03/16/2021 707.789
      03/17/2021 04/15/2021 840.49
      04/16/2021 05/16/2021 744.429
      05/17/2021 06/14/2021 740.563
      06/15/2021 07/15/2021 752.318
      07/16/2021 08/15/2021 808.496
      08/16/2021 09/14/2021 742.661
      09/15/2021 10/14/2021 775.97
      10/15/2021 11/15/2021 767.671
      11/16/2021 12/14/2021 796.732
      2022
      Begin: End: kWh used:
      12/15/2021 01/13/2022 784.39
      01/14/2022 02/13/2022 930.335
      02/14/2022 03/15/2022 781.076
      03/16/2022 04/13/2022 874.4
      04/14/2022 05/15/2022 1,023.21
      05/16/2022 06/14/2022 778.799
      06/15/2022 07/14/2022 709.336
      07/15/2022 08/14/2022 829.432
      08/15/2022 09/13/2022 778.629
      09/14/2022 10/13/2022 723.425
      10/14/2022 11/15/2022 810.067
      11/16/2022 12/14/2022 676.879
      2023
      Begin: End: kWh used:
      12/15/2022 01/16/2023 832.602
      01/17/2023 02/14/2023 492.398
      02/15/2023 03/16/2023 490.937
      03/17/2023 04/17/2023 448.329
      04/18/2023 05/16/2023 429.114
      05/17/2023 06/15/2023 419.128
      06/16/2023 07/17/2023 502.314
      12-MONTH PAYMENT HISTORY:
      Date: Amount:
      08/05/22 $137.60
      09/05/22 $159.26
      10/03/22 $151.08
      11/07/22 $138.12
      12/06/22 $148.77
      01/02/23 $125.81
      02/01/23 $170.96
      03/01/23 $103.62
      04/01/23 $94.84
      05/02/23 $87.75
      06/02/23 $82.88
      07/02/23 $85.54
      07/08/23 $15.00
      07/26/2023 12:19:26 EST (RNRICHAR)
      07/26/23 - FOLLOW UP EMAIL SENT TO THE CUSTOMER AT *********************:
      "Good afternoon ****,
      This email is to follow up with you about your inquiry placed with the
      Eastern Better Business Bureau (BBB) regarding your account at *********************************. I understand you have some concerns about your billing.
      I have been able to fully investigate your account and can confirm that
      your electric use is based on all actual reads reported remotely by the
      meter. The 4G meter at your home was installed in 2017, was tested for
      accuracy prior to installation to ensure a good working meter was placed
      at your home.
      The use is in line with what you have used in the past, and since February
      of this year it is lower than what you have used over the last couple of
      years here. Below, I#ve included a table with the monthly kWh used:
      Bill Month 2021 2022 2023
      January 944 784 833
      February 785 930 492
      March 708 781 491
      April 840 874 448
      May 744 **** 429
      June 741 779 419
      July 752 709 502
      August 808 829
      September 743 779
      October 776 723
      November 768 810
      December 797 677
      If needed, you can find out more about payment plans and assistance
      options here: Payment Plans & Assistance | Consumers Energy
      It is my hope that this email has addressed your concerns. If you have any
      additional questions, please feel free to reply to my email. I would be
      happy to further assist you.
      Best wishes to you.
      Sincerely,
      ***************************
      (they/them)
      Customer Care Advocate
      **********************
      **************
      *********************************************************"
      SUMMARY OF RESOLUTION:
      - (*Address high bill - consumption comparison history) A consumption
      history from 2021 forward is shown above. Not only is the customer's use
      in line with historic use, but it is lower than the past couple of years
      during the same timeframe.
      - (*Actual reads) The customer's 4G meter has been providing all actual
      meter reads since it was installed in February 2017. It was also tested
      for accuracy prior to installation to ensure a good working meter was
      placed at the home.
      - (*Payment history) A 12-month payment history is shown above.
      - (*Assistance) There is no past due amount on the account, however we did
      share a link to our website where the customer can find assistance and
      payment plan options if needed.
      CLOSING CUSTOMER INQUIRY AS OF 07/26/23.

    • Initial Complaint

      Date:07/22/2023

      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.
      My gas was shut off a month ago due to a tree growing through the meter. To this day consumers energy has not made any effort to come fix the situation. Even though this is a daily battle of being told workers will be out to fix the issue. Next person I talk to, when they don't show up for their supposedly scheduled dig, doesn't know anything. There are supposed to be notes everywhere yet every person I talk to has no idea about anything. I also live in a mobile park and they are avoiding the situation at all costs. To my understanding this is still their responsibility because I pay a fee for the lot I am on, that the gas lines are in. All I want is my gas turned back on so I can actually have hot water again. I haven't been able to shower or cook in my own home in a month and there doesn't seem to be any end in sight to this.

      Business Response

      Date: 08/01/2023

      07/21/2023 11:05:56 EST (JAGATES)
      CUSTOMER INFORMATION:
      ***************************
      Account # ****
      *************************************************************************
      Dates of service: 03/08/19 - present.
      Email address: ********************** (ebill)
      07/21/2023 11:11:40 EST (JAGATES)
      THIS HAS BEEN ASSIGNED TO GAS OPERATIONS FOR RESOLUTION.
      CUSTOMER CONTACT:
      07/21/23: 11:13 am - I have sent the customer a text/email via **************************************** Emergency Order placed by neighbor. Technician noted: Found
      leak on ball valve. Blowing and hissing. Meter has been overrun
      by a tree and is pulled off of the meter bracket and electric pedestal.
      Park Maintenance is aware and will be setting a new post to mount a meter
      to. Riser is mushroomed at collar (not leaking). Lockwing is off and
      pinned. Customer aware they will need to get a plumber to tie into our
      meter stand.
      07/06/23: Meter exchange order placed. New post set and ready for gas
      meter.
      07/07/23: Relocate order placed. Notes: Tree completely grown through
      meter/meter stand. Mobile home park has installed proper pole approx. 5 ft
      to the right of original riser. Distribution needs to run the service to
      the pole and coordinate with service to install.
      07/18/23: Order placed for meter stand work.
      08/01/2023 14:28:14 EST (RNRICHAR)
      RESOLUTION PROVIDED BY *********************** ADN *******************************:
      Spoke with the customer the day of the day of the damage to go over the
      concern and forward the request over to distribution/ scheduling .
      Followed up on 7/10 on the install date and when we will reintroduce the
      customer to gas, was informed that the best they can do is two weeks I did
      stress the level of concern of the customer not having gas. Spoke with the
      customer and informed her of the matter.
      CUSTOMER CONTACT SUMMARY:
      07/25/23 - I followed up again with an email and phone call to distro on
      the importance of getting this done and was told it was scheduled on 7-29
      and I then asked the importance about the importance of getting the gas
      back on and was informed that we will get to this location on 7-26
      FOLLOW UP PROVIDED BY ***********************, SUPERVISOR IN GAS DISTRIBUTION:
      I was on site 7/26 and we completed the relocate to the new pole and
      service completed their work. The customer needs to have the fuel line
      completed to the new meter. Currently a new mobile home with no fuel line
      out the skirt.
      SUMMARY OF RESOLUTION:
      - (*Gas reconnection) New meter pedestal , no fuel line meter set and
      service relocate was needed
      - (*Why is this taking so long?) Waiting on the dig and distribution to
      work the job into the schedule, but work was completed on 07/26/23.
      CLOSING CUSTOMER INQUIRY AS OF 07/26/23.

    • Initial Complaint

      Date:07/19/2023

      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.
      Consumers energy promised my property would be fully repaired within two weeks. ***** later my driveway is only partially fixed and my grass is still ruined

      Business Response

      Date: 07/26/2023

      07/19/2023 16:16:40 EST (RNRICHAR)
      CUSTOMER INFORMATION:
      *****************************
      Account number: 9291
      ***************************************************************
      Dates of service: 08/25/20 to present
      Email: *******************
      07/19/2023 16:41:00 EST (RNRICHAR)
      ASSIGNED TO PROPERTY RESTORATION COMPLAINTS (** Box: Macomb Property
      Restoration + cc: *******************************, ***********************************, *************************** for
      follow-up and resolution.)
      INITIAL CUSTOMER CONTACT:
      07/19/23 - 4:43 PM - 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
      Property Restoration 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."
      07/26/2023 10:45:22 EST (RNRICHAR)
      RESOLUTION PROVIDED BY *********************** IN PROPERTY RESTORATION:
      07/20/23 - I reached out to customer by phone requesting pictures to be
      emailed to the ** BOX. Customer sent over pictures same day
      07/24/23 - I have spoken with the customer and have addressed most of the
      issues. Customer is claiming we did additional damage and would like to
      meet in person. I am aligning on a date with them.
      07/25/23 - I met with customer at his home on 7/25 and address concerns to
      lawn & concrete.
      - We confirmed that the grass was restored before 7/24
      - Concrete and Lawn restoration was also completed before 7/24
      - We make sure this does not happen to others by having
      detailed notes left on door tags by crews.
      - Customer had concerns about preexisting damage, and the city is now
      involved to see how to address the repair.
      SUMMARY OF RESOLUTION:
      - (*Driveway only partially repaired) Customer had concerns about
      preexisting damage, and the city is now involved to see how to address the
      repair.
      - (*Grass not restored) Concrete and Lawn was restored before 07/24/23
      CLOSING CUSTOMER INQUIRY AS OF 07/25/23

      Customer Answer

      Date: 04/30/2024

      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:

      Consumers energy landscape contractors have ruined the grass for three different properties. The strain put into the yards do not matching the existing style of grass. It grows much faster and thicker leading to increased maintenance cost. At this time we are looking for consumers energy to cover these additional costs. I have numerous photos of the before and after long with the increase in lawn maintenance needed to keep the grass cut and leveled.

      Regards,

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

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