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
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 ComplaintThe 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:08/15/2023
Type:Service or Repair IssuesStatus: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 workBusiness 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 IssuesStatus: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 IssuesStatus: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 IssuesStatus: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 8/16/2023Initial Complaint
Date:08/08/2023
Type:Service or Repair IssuesStatus: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 frustratingBusiness 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 IssuesStatus: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 8/8/2023Customer 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 IssuesStatus: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 08/01/2023Initial Complaint
Date:07/22/2023
Type:Order IssuesStatus: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 IssuesStatus: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 IssuesStatus: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 ruinedBusiness 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 07/25/23Customer 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,
***********************
Consumers Energy is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.