Complaints

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

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  Consumers Energy

  530 W Willow St Lansing, MI 48906-4874

  
• 

  Consumers Energy

  330 Chestnut St Cadillac, MI 49601-1821

  
• 

  Consumers Energy

  2500 E Cork St Kalamazoo, MI 49001-5085

  
• 

  Consumers Energy

  4600 Coolidge Hwy Royal Oak, MI 48073-1676

  
• 

  Consumers Energy

  P.O. Box 30162 Lansing, MI 48909

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/09/2023

  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 moved out of my rental home at the end of February (27th). It was demolished within a day or two of me moving out. I received what I thought was my last bill from consumers energy for electric. It was estimated meter read and much higher than usual but because the house was demolished I could not read the meter to dispute. The next month I got another bill for dates ending March 20, from consumers for another estimated meter read. The house is not even there and there is no meter it was demolished completely by march 2. I called and spoke with several people as they kept transferring and finally they said they would call me back and never did.

  

  Business Response

  Date: 06/29/2023

  06/26/2023 09:24:27 EST (JAGATES)
  CUSTOMER INFORMATION:
  *******************************
  Account # ****
  *****************************************
  Dates of service: 12/27/21 - 03/02/23
  Email address: *********************
  RELEVANT ACCOUNT INFORMATION:
  Current account:
  Account # ****
  *******************************************************************************
  06/26/2023 10:12:24 EST (JAGATES)
  THIS HAS BEEN ASSIGNED TO THE CONTACT CENTER FOR RESOLUTION.
  CUSTOMER CONTACT:
  06/26/23: 10:14 am - I have sent a text/email to the customer via
  Riverstar.
  06/27/************* EST (JAGATES)
  06/26/23: 1:20 pm - ********************************* Center Team Leader, called and
  spoke to the customer.
  - *** ***************** Representative) did correct the move out date and
  a corrected billing was completed. *** did not call the customer back.
  - Reviewed final bill amount and bill span dates. Apologized for *** not
  returning phone call. Customer had not received final bill so a copy has
  been sent.
  - Customer was also concerned about billing at current residence being
  estimated. Reviewed usage and provided options if the bill was to be
  estimated.
  - *** has received coaching on proper procedure when reviewing account,
  what to look for with a demolition order. Discussed the importance of
  following thru after offering follow phone call for resolution.
  SUMMARY OF RESOLUTION:
  - ADDRESS FINAL BILL: **** out date has been corrected and a corrected
  final bill was sent. Customer had not received the final bill so a copy
  has been sent.
  - ADDRESS CALLING AND NOT GETTING RETURN CALL: The *** had failed to
  follow up with the customer. Team Leader has apologized to the customer
  and the *** has received coaching regarding the missed return call.
  
  06/29/2023 12:22:10 EST (JAGATES)
  Clarification:
  The corrected final bill is for service from 02/16 - 03/02. The move out
  date was corrected to the demo date. The customer did not call us to stop
  service, so this is why we did not correct the date to her stated move out
  date of 2/27.
  The final corrected balance is $82.43 due on 07/17/23.

  COMPLANT CLOSED 6/26/23

  
  

• Initial Complaint

  Date:06/05/2023

  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'm on a fixed income and was trying to pay for the program that the individual gave me information about and then when I called about the plan to put a deposit down. I was given false information. I was told to pay a certain amount every week and the month billing. I don't make that kind of money. Then when the agent was talking to me, she was rude and disrespectful to me. She didn't hear a word I was saying I was telling her. Then she put me on hold when I told her I was on a fixed income, and I am on ****************************** The upper management needs to make sure everyone is doing their job professionally and properly.

  

  Business Response

  Date: 06/20/2023

  06/13/2023 16:21:52 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  *****************************
  ACCOUNT NUMBER: 3399
  ***** HOLIDAY *****************************************************-1254
  Dates of Service: October 1, 2017 - Present
  Email Address: ************************
  **********
  CUSTOMER CONTACT SUMMARY:
  6/13/23
  I sent the following text via Riverstar:
  Dear *****************************,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with Easter Better Business Bureau, notification number
  1067502902. I assure you Consumers Energy takes all customer complaints
  seriously.
  Our Complaints Advocate *************************** will be in touch with you soon to
  discuss your concerns and gather any additional information that *** be
  needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to *************************** @ ************** or
  ********************************************************* if you have any further questions or
  concerns. Our team is dedicated to resolving your issues as soon as
  possible.
  Sincerely,
  Consumers Energy
  06/14/2023 12:16:15 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  Current Balance: $248.60
  *****
  All meter reads have been actual.
  *****
  12 Month Payment History:
  Date Amount
  07/08/22 $225.83 - agency payment
  10/14/22 $ 39.63
  03/17/23 $ 23.00
  *****
  Payment Plan History
  06/20/22 - de-enrolled from Budget Plan for non-paymt
  05/22/23 - de-enrolled from Shut Off Protection Plan (SPP) for non-paymt
  06/02/23 - requested SPP for $50 down payment - $41 per month
  Down payment required by 6/16/23
  *****
  I listened to calls from ********************** on 5/30/23 and 6/2/23.
  5/30/23 he asked for a weekly plan and the installment plan (IP) details
  were explained. Made him aware that current bills had to be paid when
  they came due as well. He asked for it to start on 6/2/23 and a weekly IP
  was created.
  6/2/23 he called back and *** explained plan again to him and he stated
  that was never explained and that he wanted a plan that rolled his future
  bills in. When she asked qualifying questions for SPP he said he is on
  fixed income and receives ********* With his permission IP was
  deactivated and request for SPP was entered with down payment of $50 by
  6/16/23 and $41 per month.
  **********
  CUSTOMER CONTACT SUMMARY CONTINUED:
  6/14/23 2:08 pm
  I called ***************************** at ************ and left a voicemail telling him
  I received an inquiry he placed with the BBB regarding payment
  arrangements. I asked that he return my call at his earliest convenience
  and left my call back number.
  06/15/2023 13:17:54 EST (DJLOUCKS)
  6/15/23 2:05 pm
  I called ********************** at ************ and left a 2nd voicemail asking him
  to return my call to go over his concerns. I again left my call back
  number.
  06/16/2023 11:56:29 EST (DJLOUCKS)
  6/16/23 12:01 pm
  I called ********************** at ************ and left a 3rd voicemail asking him
  to call me back to go over his concerns. I again left my call back number
  and stated I would also follow up with an email. I sent the following
  email to ************************:
  Hi *****************************,
  I am writing in response to an inquiry you placed with the Better Business
  Bureau regarding payment arrangements for your account. Regretfully, I
  have not been able to reach you by telephone.
  I understand you were concerned about payment arrangements that were set
  up on your account when you called in on 5/30/23. I listened to the
  recorded calls when you called in on 5/30/23 and 6/2/23. When you called
  in May you requested a weekly payment arrangement which was created to
  start on 6/2/23. I apologize if there was any miscommunication, and you
  didn#t understand that your current bills wouldn#t roll into that plan as
  well. When you called on 6/2/23 the representative you spoke with
  cancelled out that plan at your request and put in a request for the Shut
  Off Protection Plan which is an 18-month long plan and does roll in your
  current bills as well. The down payment of $41 needs to post to your
  account today to complete the enrollment for that plan.
  Per your concerns I understand you felt the representative you spoke with
  on 6/2/23 was rude and disrespectful. We do strive to provide excellent
  customer service and I apologize if the representative wasn#t as courteous
  as she should have been. I understand you are on a fixed income and if
  you are struggling to pay your bill, we always recommend seeking
  assistance and you can do that by calling 2-1-1. They will give you a
  list of agencies in your area you can apply for assistance from.
  If you have any additional questions or concerns, please let me know.
  Sincerely,
  ****
  06/19/2023 11:16:00 EST (DJLOUCKS)
  **********
  SUMMARY OF RESOLUTION:
  6/16/23
  ADDRESS MISINFORMATION PROVIDED ABOUT PROGRAM:
  Per recorded call from 5/30/23 when customer requested a weekly payment
  arrangement the *** did explain that his current bills had to be paid as
  well as the installment plan payments. There was no misinformation given
  about this payment plan.
  ADDRESS PROGRAM ENROLLED, DOWN PAYMENT AND MONTHLY PAYMENT:
  When customer called back on 6/2/23 when to make first payment the plan
  was de-activated at this request and the *** created a request for SPP.
  That plan required a down payment of $50 that needed to post to his
  account by 6/16/23 and monthly payments afterward of $41 per month. Down
  payment was not received, and customer was not enrolled on SPP.
  ADDRESS RUDE AND DISRESPECTFUL PERSON THAT HE WAS TALKING TO:
  *** that customer spoke with on 6/2/23 was not really rude but very blunt
  with the customer.
  PAYMENT HISTORY:
  Payment history is listed above in "Relevant Account Information". There
  have only been 3 payments made on this account during the last 12 months.
  ACTUAL READS:
  All meter reads for this customer have been actual.
  ASSISTANCE:
  It has been recommended to the customer to seek assistance if he is unable
  to pay his bill.
  CUSTOMER INQUIRY CLOSED AS OF 6/16/2023
  
  

• Initial Complaint

  Date:06/01/2023

  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 ILLEGALLY gave my account information to a 3rd party company and sold them my account so they could charge more per unit. I did NOT sign a contract or approve the change to this new company. When I called consumers on this issue I spoke with a "******" who repeatedly said legally I would have had to sign a contract permitting this change. I SIGNED NOTHING!!! When I asked to speak with a supervisor multiple times I was given the run around and he refused to transfer my call. They won't allow you to give verbal authorization so a spouse can speak on an account, they say you have fill out a document, but they can sell your account to another ********************** without a signature?

  

  Business Response

  Date: 05/31/2023

  Good Afternoon AshLeigh, 

  Thank you for allowing us the opportunity to respond to you.  You have contacted Consumers Energy Cooperative, a local, member-owned electric cooperative.  We serve 5 counties in central **** only.  We are not affiliated with the company in ********.  You will need to contact them or the Better Business Bureau in that area. 

  I wish you the best of luck.

  Sincerely, 

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

  Consumers Energy Cooperative

   

  Customer Answer

  Date: 06/01/2023

  I spoke with their representative, ******, on Tuesday and he told me they gave my account to residents **********************. I never agreed to or approved this. 

  

  Business Response

  Date: 06/16/2023

  Good Afternoon *****,
  
  I am following up to a letter I received from your company.  The customer mentioned in the complaint is not a customer of ********************** Cooperative.  We are an electric distribution cooperative serving central **** only.  We do not serve any customers in ******** nor are we an affiliate of any company in ********.  I believe contacted ** in error. 
  
  If I can be of further assistance, please let me know. 
  
  Sincerely,
  
  *****************
  Member Services/HR Manager
  Consumers Energy Cooperative
  *********************************************************
  Phone: ************
  Fax: ************
  www.consumersenergy.coop

• Initial Complaint

  Date:06/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March of 23' I noticed that I had removed from Consumers 'low income a** fund" without warning! I called to find out why and here's how it went:Rep #1: Promised to email an app. to reapply for the program, but the email never came.Rep #2: Promised a paper app. had already been mailed out and would arrive soon, but it never came.Rep #3: Promised they would correct my account and put me back into the low income a** program, refunding the extra charges without any action on my part. Unfortunately, when the next bill arrived no such actions had been taken and I was still not in the program.When I spoke to all three of theses representatives, I asked why I had been removed from the low income a** program but they couldn't tell me. The only explanation I was given was "the system is automated" and it happens automatically. Is it really too much to ask for a little warning before benefits for the poor and pulled out for underneath them? Unexpected financial costs are a serious problem for those at the bottom of our social/economic hierarchy. Little surprises on our bills makes it so much harder to pull our-self's up from the bottom.I would greatly appreciate help from the BBB with this issue. I imagine that I'm not the only person dealing with this. Consumers Energy does NOT have a place on their website for their customers to apply for the low income a** program! For some reason they are GATEKEEPING ** from even trying to apply for it! All the companies that I use for car insurance, cell phone service, and internet service provider, they all have someplace to apply for assistance as well as a way to upload proof that I qualify, but not Consumers. Instead they expect poor, disabled people to call and beg only to be ignored, leaving them no choice but to contact the BBB.In conclusion, I need help from the BBB to get back into the low income a** program at Consumers and a refund of extra costs as a result of being removed.Thank You

  

  Business Response

  Date: 06/08/2023

  06/01/2023 14:01:31 EST (JAGATES)
  CUSTOMER INFORMATION:
  ***********************
  Account # ****
  ************************************************************************
  Dates of service: 1/22/20 - present.
  Email address: ********************
  06/01/2023 14:22:45 EST (JAGATES)
  I HAVE ASSIGNED THIS TO CUSTOMER DELIVERY FOR RESOLUTION.
  CUSTOMER CONTACT:
  06/01/23: 2:24 pm - I sent a text/email to the customer via Riverstar.
  06/06/2023 08:02:20 EST (JAGATES)
  06/02/23: 12:11 pm - *********************, ************** Team Leader, called the
  customer and got voicemail, a message was left.
  06/05/23: 4 pm - ****** called the customer and got voicemail. Another
  message was left for the customer.
  06/06/2023 11:09:19 EST (JAGATES)
  06/06/23: 11:05 am - ****** spoke with the customer, explaining how the
  low-income credit works and what is needed to get it placed back on the
  account.
  - The account was coded as low income because we received a Home Heating
  Tax Credit to be applied to the account. When we receive a Home Heating
  Tax Credit or State Emergency Relief this credit is automatically applied
  to the account. This credit is good for 13 months and we need to validate
  the customer's eligibility before the credit can be added again to the
  account.
  - On April 20, 2023 we mailed the Self-Attestation form to the customer to
  fill out and return to ** so that we can verify income/eligibility for the
  low income credit. Another one was set by ****** via email to the customer
  and the customer acknowledged receiving it immediately.
  - ****** explained to the customer that we are unable to back date this
  credit and apologized that he was given incorrect information by our CSR.
  The CSR will be receiving additional coaching on this.
  SUMMARY OF RESOLUTION:
  - ADDRESS LOW INCOME CREDIT NOT BEING APPLIED: The low income credit is
  only valid for 13 months and must be renewed yearly to verify the
  customer's income/eligibility for the credit.
  - ADDRESS REFUND FROM HAVING THE CREDIT REMOVED: This credit can not be
  backdated, or credit received after it has expired without the customer
  providing ** with the required information to verify income/eligibility
  for the credit. He is aware.
  COMPLAINT CLOSED 06/06/23
  
  

  Customer Answer

  Date: 06/08/2023

  [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:05/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a service protection plan on my appliances for my home. On 5/1/2023 I had an issue with my furnace & called Consumers Energy to utilize my protection plan. Consumer Energy sent someone to my home the same ******** furnace was serviced with no questions asked. On 5/3/2023 my dryer stopped heating up & I scheduled another appointment with Consumers Energy to come out. I was told by a male representative that someone would be out on 5/5/2023 between 12PM & 4PM, an adult 18 or over had to be ******** ********* will call when they are on the way. I contacted Consumers Energy at 3:22 PM on 5/5/2023 to inquire if someone was still coming out because I had not received a call. I was told by a female agent no one was coming out because my plan expired today. I stated to the agent I had been on the plan & never was told it expired in 1 year. I have never had to do a renewal. I asked to speak with a manger & was then told the manager would do nothing but tell me the same thing. I insisted that I speak with a manger because not only had I never heard of a appliance protection plan expiring I took off work just to be home for this service. I was then transferred to someone else also a female *********** stated my plan had been canceled due to a past due payment. She also went on to state they cannot see my bill & would have not known that on 5/3/2023. My bill is in the exact same standing today that it was on 5/1/2023 when my furnace was serviced so now I have an additional complaint. One I took off work & loss wages waiting on an appointment that was cancelled & it seems that Im not receiving adequate service. I asked to speak to a person above her, she stated there is no one above her I could speak with. She mentioned opening up a case but seemed take the tone of my voice more personally & seriously than my actual needs & hung up. I would like someone to contact me at ************ to get a better understanding of why I was treated poorly & disrespected. Thank you!

  

  Business Response

  Date: 05/15/2023

  05/08/2023 12:44:21 EST (RNRICHAR)
  CUSTOMER INFORMATION:
  *************************
  Account number: 6863
  ******************************************************************
  Dates of service: 10/20/17 to present
  Email: *************************
  05/08/2023 14:41:58 EST (RNRICHAR)
  ASSIGNED TO *** COMPLAINTS
  INITIAL CUSTOMER CONTACT:
  05/08/23 - 2:47 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 Better Business Bureau, notification number
  1067108816. I assure you Consumers Energy takes all customer complaints
  seriously.
  The ***************** Plan is not regulated by the ******** Public Service
  Commission (MPSC), and therefore we are unable to provide them with your
  phone number or email address. ** order to assist you further, please give
  our *** Complaint Voicemail a message with your name, best contact number
  and email address and they will be in touch shortly. The number is
  ************.
  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."
  05/11/2023 08:46:20 EST (RNRICHAR)
  05/08/23 - ********************* confirmed: " We are in receipt of this complaint
  and it has been assigned to *************** Manager *********************."
  05/11/2023 08:46:52 EST (RNRICHAR)
  05/11/23 - friendly reminder sent for the due date of 05/15/23, asking for
  any updates
  05/15/2023 11:13:43 EST (RNRICHAR)
  RESOLUTION PROVIDED BY ********************* AND THE *** GROUP:
  The plan did not expire, it was cancelled due to a past due balance. It
  should have cancelled on 12/8/2022 but an error in Endeavor caused it to
  not be cancelled until 5/5/2023.
  Endeavor does not show a customer#s billing to ** at this time, so when
  the customer called to place her order on 5/4/2023 the system allowed the
  order to be placed and the agent did not know a cancellation was pending.
  REGARDING THE TREATMENT OF THE CUSTOMER:
  On 5/5/2023 at 3:23 PM the customer spoke to a ***************
  agent and asked about her work order. The agent told her that her account
  was cancelled for being past due, and the customer asked to speak to a
  supervisor. The agent told her that a supervisor would only be able to
  tell her the same thing. The customer still wanted to speak to a
  supervisor and the agent cold-transferred her to the ***************
  Customer Care team.
  The customer was irate about issue and the cold transfer. *************** Care agent advised her that the contract "termed out". She tried
  to ask a question and the agent spoke over her and stated several times
  that she has no information on the past due balance. The customer again
  tried to express her concerns and the agent spoke over her. She asked for
  reimbursement for missing work, and the agent denied it. The customer
  then asked to speak with her supervisor, and the agent said that no one is
  above her. The customer began yelling at this point, and the agent stated
  something about disconnecting (unclear because the customer was loud and
  we could not understand). The customer demanded the case to be opened and
  then the agent disconnected. It was hard to clearly tell what was being
  said because they both were speaking at the same time.
  TO PREVENT THIS FROM HAPPENING IN THE FUTURE:
  Endeavor needs updated to show ** billing history and status, and to
  cancel accounts for past due at the appropriate time. Coaching has been
  issued to both *************** agents from the 5/5/2023 calls on proper
  de-escalation techniques, following the proper supervisor call transfer
  process, and to never disconnect a call until all de-escalation steps are
  exhausted.
  CUSTOMER CONTACT SUMMARY:
  5/9/2023 at 3:27 PM - *************** agent ************************* attempted to
  call the customer with a resolution. There was no answer and no voicemail
  set up.
  5/10/2023 at 1:36 PM ************************* attempted to call the customer again.
  There was no answer and no voicemail set up.
  5/11/2023 at 12:24 PM and 4:19 PM ************************* called and received a busy
  signal on both attempts.
  A letter has been drafted to be mailed to the customer. We are able to
  re-enroll the customer if she would like as she has been current now since
  3/16/2023. We will waive the 15 day waiting period and can place the
  order for her dryer. We have also issued a credit of ***** to her
  account, which is one month of service.
  05/12/23 - LETTER SENT TO THE CUSTOMER:
  "May 12, 2023
  Hi ****************,
  I am contacting you to discuss the complaint filed regarding your
  ***************** Plan. We value your business and take your concern
  seriously and have reviewed your account.
  I apologize for the inconvenience of our system of auto-canceling the work
  order for your dryer on the day of your appointment. Our system auto
  canceled your ***************** Plan contract as being past due. After
  further investigation, we were advised that your account is now current.
  You are eligible to re-enroll in the ***************** Plan. We will waive
  the 15-day waiting period and can schedule your dryer work order, 2-days
  after your plan is reinstated. I have also issued a credit of $***** for
  one month of service that was previously paid.
  I hope this information has resolved your concerns. Please let me know if
  there is anything further that I can do to help you. Thank you for the
  opportunity to assist you with your inquiry.
  Respectfully,
  *********************
  *********************
  ***************** Plan *************** Manager
  ************"
  SUMMARY OF RESOLUTION:
  - (*Address *** - Claim of it expiring) The plan did not expire, it was
  cancelled due to a past due balance. It should have cancelled on
  12/8/2022 but an error in Endeavor caused it to not be cancelled until
  5/5/2023. We are able to re-enroll the customer if she would like as she
  has been current now since 3/16/2023. We have also issued a credit of
  ***** to her account, which is one month of service.
  - (*Address Dryer repair) Endeavor does not show a customer#s billing to
  ** at this time, so when the customer called to place her order on
  5/4/2023 the system allowed the order to be placed and the agent did not
  know a cancellation was pending. We will waive the 15 day waiting period
  and can place the order for her dryer if needed.
  - (*Address claim of being hung up on/treated very poorly) We did find
  some coaching opportunities with the employees involved.
  CLOSING CUSTOMER INQUIRY AS OF 05/12/23.
  
  

• Initial Complaint

  Date:04/24/2023

  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 had the gas turned off,my mistake today April 24th at 1:30 pm. The tech gave me a notice that clearly states if I clear it up and pay,they could re- connect it if done by 2 pm it would be done that day by 10:30pm. It was paid and I was talking to customer service by ******** they told me sorry we can't until between 9 and 12 tomorrow. My main problem is they didn't care we are seniors and husband has heart issues. Also they said the reason they couldn't was they used up all their time's. They should say that on the notice then. Not tell me sorry we can't do it.

  

  Business Response

  Date: 04/27/2023

  
  CUSTOMER INFORMATION:
  ***************************
  ACCOUNT NUMBER: ********4513
  *************************************************************
  Dates of Service: November 4, 2022 - Present
  Email Address: *******************
  **********
  RELEVANT ACCOUNT INFORMATION:
  Current Balance: $180.00
  *****
  ******* History:
  Date Notice/Action
  04/05/23 Turn-Off notice - mailed $309.56
  04/11/23 Mid Cycle Call - completed
  04/24/23 ************* disconnected for non-payment 1:14 pm
  04/25/23 ************* reconnected 9:28 am
  *****
  Payment History:
  Date Amount
  12/15/22 $ 63.23
  01/12/23 $139.50
  04/24/23 $424.31
  *****
  Per MPSC rules we have to have service reconnected within 24 hours of
  customer making payment for reconnection. Our tags left at the location
  state we will have reconnected by end of day if order placed before 2:00
  pm.
  Per phone call with CSR for reconnection it was not offered to call
  dispatch for pull ahead of the order when the time slots were full.
  **********
  CUSTOMER CONTACT SUMMARY:
  4/25/******* pm
  I called *************************** at ************ and left a voicemail telling her
  we received the inquiry she placed with the BBB regarding reconnection of
  her gas service. I asked that she return my call to go over her concerns
  and left my call back number.
  04/26/2023 13:33:21 EST (DJLOUCKS)
  4:26 1:35 pm
  I called **************** at ************ and left a 2nd voicemail asking her to
  return my call to go over her concerns. I again left my call back number.
  04/26/2023 13:45:04 EST (DJLOUCKS)
  1:44 pm
  **************** returned my call and we spoke of her concerns. She stated she
  knew she messed up and her service was disconnected for non-payment. A
  card was given to her stating if she paid and called in for reconnection
  before 2:00 pm we would be out same day by 10:30 to reconnect the service.
  She called in and order for reconnection was placed by 1:38 pm and the
  reconnection was scheduled for the following day. CSR told her there
  wasn't any open time for the same day and it would have to be the
  following day for reconnection. **************** said she felt the card was
  very misleading and the verbiage on it should be change to say something
  like we will reconnect by 10:30 if possible but may have to be following
  day.
  I apologized to **************** that we were not out the same day for
  reconnection. I explained that per MPSC we do have 24 hrs. after payment
  to reconnect but do try to have them done same day. I also told her that
  the CSR should have called our dispatcher to see if the order could be
  completed same day. I further explained we have used this as a coaching
  opportunity with this CSR so going forward this doesn't happen to another
  customer. I also offered to place a $25.00 credit on the account in light
  of customer service. **************** said she would really appreciate it and
  we ended the call.
  **********
  SUMMARY OF ****************/26/23
  ADDRESS TURN OFF:
  Gas service was disconnected for non-payment on 4/24/23.
  *******/PAYMENT HISTORY:
  ******* and payment history are listed above in "Relevant Account
  Information".
  ADDRESS NOT MAKING THE APPOINTMENT TIME COMMITTED BY THE TECH/NOTICE:
  Per MPSC rules we have 24 hours to reconnect after payment if order placed
  before 2:00 pm. Notice does state we will reconnect by 10:30 same day.
  No open time slots were available for same day but CSR should have called
  dispatch to see if order could have been completed same day but did not.
  CSR has been coached and customer was given $25.00 credit in light of
  customer service.
  RESTORATION DATE/TIME:
  Service was reconnected on 4/25/23 at 9:28 am.
  CUSTOMER INQUIRY CLOSED AS OF 4/26/2023.

• Initial Complaint

  Date:04/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have the protection plan and needed a new dryer but have yet to get our reimbursement check even though we have called numerous times with no resolution. Each time we call there is no record of anything and we continue to start the process over again and again. They have even said they dont have an order number but yet when we call the company that came out they were able to give ** there confirmation number and verify that they received the request from consumers. Its unbelievable that a company can operate this way and cause such a hassle for their customers. All it would take is for them to call the company that came out and speak with them like we had to do. Every time we call they say they still need to contact them. Its been 6 months now with no help from consumers, we just want our money. We paid for this protection plan and have gotten nothing. Next step will be for ** to file a lawsuit, its absolutely ridiculous!

  

  Business Response

  Date: 05/02/2023

  04/28/2023 15:10:47 EST (JCJOHNSO)
  CUSTOMER INFORMATION
  *******************************
  ACCOUNT #: 9763
  *****************************************************************************
  Dates of Service: 07/14/2016 - Present
  Email: *********************
  CUSTOMER CONTACT SUMMARY
  04/24/2023 | 10:02 AM
  - I contacted *********************************** on 04/24/2023 at ************ to
  discuss the concerns she submitted to the Better Business Bureau ("BBB")
  regarding her ***************** Plan ("ASP").
  - She confirmed that she received the gold check related the dryer (which
  totals $300) at this time. With that said, she cited her frustration over
  this process and advised that the delay in sending the check was due to
  our representatives failing to identify prior records.
  - I agreed to send that feedback to our ASP for coaching as we do need to
  ensure that our employees have sufficient training to handle these
  requests in the future. I asked the customer if she'd like a callback
  regarding the delay, but she advised that she does not want an additional
  call about this issue. I agreed to do so and thanked the customer for her
  time.
  RELEVANT BACKGROUND INFORMATION
  - This feedback has been provided to our ASP department to investigate
  further.
  05/02/2023 07:18:26 EST (JCJOHNSO)
  - I received the following information from our ASP department regarding
  the delayed processing of the customer's gold check:
  **********
  - When **** was migrated from SAP to Endeavor, our new computer software,
  historical work order history was not transferred over and a spreadsheet
  was created with the **** that must be referenced. At the time Ms.
  ******** was calling, the Team Leader was unable to access the 12-month
  work order history spreadsheet due to system restrictions. Solution Center
  Manager ********************* sent Team Leader ******* ********************#s work order
  history on 2/20/23. ******* was coached regarding this issue, and the Team
  Leader staff was informed on the importance in following up with customers
  as promised, and keeping the customer in the loop when research is taking
  longer than expected.
  - ******* had then reached out to the customer and left a voicemail. Ms.
  ******** called back a week later and we made a ************* Case to look
  into the issue. On the same day, a ************* agent reviewed the
  situation and identified that the appliance in question was a dryer, but
  there was no work order to create a Gold Check request from. On
  04/12/2023, the customer called back looking for her gold check, and the
  agent escalated to ******* to research as he was listed in the notes from
  an earlier interaction. ******************** called back again on 04/14/2023
  looking for an update from *******. ******************, they opened a ********
  Care Case so he could research and get everything together to clear up the
  outstanding issue. ****************** was contacted and confirmed the work
  order was for the dryer and we received the work order number since there
  wasn#t one listed in Endeavor. The gold check request was then completed.
  - There were a couple of issues here: When it was initially identified
  that we didn#t have a work order to do the gold check request, this should
  have been followed up on at that time to resolve. We also should have
  followed up with the customer by providing her updates so that she
  understood that the issue was being worked on. Coachings have been
  conducted.
  SUMMARY OF RESOLUTION
  1. Address not getting ASP gold check
  - The customer has received their gold check ($300).
  2. Address no record of claim when the customer calls in
  - Due to a change in the system we use to process these requests earlier
  in 2023, there was a delay in sending the customer's gold check. Coaching
  has been done to ensure we're remaining in contact with our customers when
  these issues are identified.
  3. Address when gold check will be sent
  - The customer has received their gold check ($300).
  ******** concerns have been addressed.
  Complaint closed 04/24/2023
  
  

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 11, an issue with the lines from the pole caused a power surge which damaged almost $10,000 worth of belongings. I have paid $50/** for appliance protection that is not covering any of the damage and no one wants to take responsibility. My furnace $6k, refrigerator $3k, fireplace $350, coffee maker $150 and television $250 no longer work. Additionally, in January I was charged for double my normal gas usage. I called because I suspected a leak based on the usage doubling from the previous month despite no significant change in circumstances. They sent a tech out who shut off the gas. I had to call to have it turned back on and was told no leak was found. However the following month my usage was back to normal seemingly by magic.

  

  Business Response

  Date: 04/24/2023

  CUSTOMER INFORMATION
  *******************************
  ACCOUNT #: *********290
  *******************************************************
  Dates of Service: 10/01/2018 - Present
  Email: ********************

  
  CUSTOMER CONTACT SUMMARY
  04/18/2023 | 10:37 AM
  - I contacted ******************** on 04/18/2023 at ************ to follow-up on
  the concerns she submitted to the Better Business Bureau ("BBB"), but
  reached her voicemail. I left a message with my contact information and
  requested she call me back when she's available to discuss the details of
  her concerns further.
  04/24/2023 08:45:07 EST (JCJOHNSO)

  
  RELEVANT ACCOUNT INFORMATION
  12 Month Consumption History
  Billing Period Consumption
  04/18/2022 - 05/16/2022 8.4 Mcf
  05/17/2022 - 06/16/2022 5.0 Mcf
  06/17/2022 - 07/17/2022 2.5 Mcf
  07/18/2022 - 08/15/2022 1.8 Mcf
  08/16/2022 - 09/14/2022 2.1 Mcf
  09/15/2022 - 10/16/2022 5.0 Mcf
  10/17/2022 - 11/16/2022 8.5 Mcf
  11/17/2022 - 12/15/2022 **** Mcf
  12/16/2022 - 01/17/2023 **** Mcf
  01/18/2023 - 02/15/2023 **** Mcf
  02/16/2023 - 03/19/2023 **** Mcf
  03/20/2023 - 04/18/2023 **** Mcf
  - This customer has been billed based on actual meter reads.
  - Consumers Energy responded to a potential gas leak reported by the
  customer on 01/19/2023. The gas service was initially turned off when the
  technician responded because no one was home at the time.
  - We returned the same day after the customer contacted us again. Our
  technician responded on 01/19/2023 to turn the service back on and check
  for leaks. No leaks were found at that time.

  
  CUSTOMER CONTACT SUMMARY (cont.)
  04/18/2023 | 10:43 AM
  - ******************** called me back shortly afterward to discuss this more.
  - She provided additional information on the circumstances that led to the
  surging event and let me know that, during a service call to address her
  internet connectivity by ******** a power surge occurred that damaged
  multiple appliances. She indicated the ******* representative blamed our
  equipment for the surge she experienced.
  - I verified that we currently have repair orders open for her furnace and
  refrigerator and would follow-up with our ***************** Plan ("ASP")
  department to address those issues. I also let her know that I would work
  with our Electric Operations and ************************* to see if
  there's any additional help that can be provided.
  - We also discussed the customer's high usage concern for gas service used
  from 12/16/2022 - 01/17/2023. I confirmed that no leaks were found in
  January when we responded to her gas leak concern and she confirmed she is
  not smelling gas at this time. I confirmed that if she ever does smell
  gas, she should contact our **************** team immediately at
  **************.
  - We talked about the increased usage and I let her know that this is
  likely due to the very cold weather we experienced in December and
  January. The customer indicated that she's never used this much natural
  gas, which I agreed with, and was concerned the usage decreased only after
  we responded to her gas leak concerns. Although Consumers Energy did not
  make any changes that could have impacted her gas usage, I told the
  customer that I understood her concerns related to the timing of this. As
  this was an unexpected increase, I offered to provide an account credit in
  light of customer service to bring those charges in-line with the prior
  bill that was due 01/17/2023, which were $315.05 compared to the high bill
  of $471.63. This would result in a credit of $156.58, which she accepted.
  - I confirmed that I would have that credit applied as a one-time courtesy
  and she would hear back regarding the surging issue.

  
  - This has been forwarded to *******************************************,
  **********************************************************, and ******************************* in Damage
  Claims for follow-up and resolution.

  
  04/19/2023 | 2:00 PM
  - Field Support Team Member ******************* called ******************** on 04/19/2023.
  She described the incident and was seeking a solution for her appliances
  that were not working. She was pleased that her furnace was repaired the
  day prior and is now in working order. There was an order scheduled for
  her refrigerator for that day, so **** told her he would call back after
  to see if the repair was able to be completed.
  04/20/2023 | 10:00 AM
  - **** called ******************** to ensure her refrigerator is in working order,
  and she indicated that it is. **** explained that power surges are
  considered Acts of God and as outlined in our Terms and Conditions these
  are not covered by the ***************** Plan. In the spirit of customer
  service we offered and repaired her furnace and refrigerator.
  - Since she signed up for our Surge Protection Plan after the event, any
  damages to other appliances (coffee maker, tv, etc.) are not covered as
  this would be a pre-existing event. ******************** is pleased with the
  service to her furnace and refrigerator and is aware that her coffee
  maker, television, and other electronics are not covered due to
  pre-existing conditions and acknowledges that all of her complaints have
  been resolved to the fullest.
  04/20/2023 | 12:00ish PM
  - Claims Advocate ******************************* spoke with ***************************** at
  ************ on 04/19/2023.
  - ****** advised ******** of the list of losses. ******** sent ****** an
  email requesting additional information on her losses (copy of email
  attached). ****** was advised that the information she provided would be
  reviewed further and a determination would be made on her claim once this
  information was received.

  
  SUMMARY OF RESOLUTION
  1. Address Damage claim from power surge
  - Based on report from Electric Operations Supervisor, this claim arose
  from unexpected equipment failure. This is not a claim that Consumers
  Energy accepts liability for, but will review customer#s losses and
  further information, once received from the customer to determine a
  customer relations contribution.
  - According to the customer, this surging event was the result of a
  service call from a 3rd party company.
  2. Address ASP - Furnace ***************** Mechanical was on premise 4/18/2023 and replaced a burnt
  transformer. The unit now appears to be in good working order
  - ****************** Repair was on site 4/19/2023 and replaced the
  inverter. The unit now appears to be in good working order.
  3. Address high bill in January
  - The customer's gas usage and charges did increase in January to a point
  that is not in-line with her past usage. Due to the issues she's
  experienced and timing of the increase, we've agreed to bring the charges
  down to the billed charges the prior month. This results in a credit of
  $156.58.
  - The customer has been billed based on actual meter reads and this is
  being done as a one-time courtesy in light of customer service.
  Customer concerns have been addressed.

  
  Complaint closed 04/19/2023

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ***************** Plan run by the Consumers Energy gas company agreed to pay me $300 because of a broken water heater. It broke in early February and an inspector came out and said that the water heater had to be replaced and that I would receive a check for $300 in a short period of time. As of 4/17/23, I have still not received the check. It has been over two months and I have called a couple of times to complain, but to no avail. I am due to go in the hospital Thursday 4/20/23, for major surgery and I wanted to settle this issue before hand, but that didn't happen and I will be laid up for quite a long time.

  

  Business Response

  Date: 04/26/2023

  CUSTOMER INFORMATION:
  *********************
  Account number: *****308
  *****************************************************************************************
  Dates of service: 02/25/13 to present
  Email: ******************
  04/18/2023 11:09:38 EST (RNRICHAR)
  ASSIGNING TO *** COMPLAINTS
  INITIAL CUSTOMER CONTACT:
  04/18/23 - 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, notification number
  1066908203. I assure you Consumers Energy takes all customer complaints
  seriously. Our Complaints Advocate *************************** has assigned your
  inquiry to our ********************************* for investigation.
  The ***************** Plan is not regulated by the ******** Public Service
  Commission, and therefore we are unable to provide them your telephone
  number or email address for follow up. The phone number to their voicemail
  box is ************, please leave them your name, best contact number, and
  email address and someone will be in touch with you shortly.
  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
  about what is needed to move forward with your inquiry. Our team is
  dedicated to resolving your issues as soon as possible."
  04/18/2023 13:30:43 EST (RNRICHAR)
  This was assigned to *********************, manager of the *** Solutions Center
  04/21/2023 17:00:38 EST (RNRICHAR)
  RESOLUTION PROVIDED BY *********************:
  The check request was created in Endeavor and then synched to SAP (our
  billing system). When SAP processed the check, it went to a completely
  different address than the one that we have on file in Endeavor for
  unknown reasons. The check has now been manually processed directly into
  SAP with the correct address, which will be in the mail on either
  4/20/2023 or 4/25/2023.
  The root cause is technical in nature. Three Service Now tickets have been
  created related to this and other similar issues. Corrective actions will
  need to be investigated and determined by the Energy Services Technology
  Team.
  INC0992201
  INC0992233
  INC0981131
  CUSTOMER CONTACT SUMMARY:
  4/18/2023 at 4:00 PM: ***** ********************* Field Support called **************,
  who expressed his deep frustration over repeatedly being told his check
  was in the mail and it never arriving to his residence.
  ***** apologized and simply listened to **************' grievance. It was
  discovered that the check request was created in Endeavor and then synched
  to SAP (our billing system). When SAP processed the check, it went to a
  completely different address than the one that we have on file in Endeavor
  for unknown reasons.
  The check has now been manually processed directly into SAP with the
  correct address, which will be in the mail on either 4/20/2023 or
  4/25/2023.
  ************** was very pleased with this outcome and this complaint can be
  deemed resolved based on this.
  SUMMARY OF RESOLUTION:
  - (**** - $300 check for water heater) The check request was created in
  Endeavor and then synched to SAP (our billing system). When SAP processed
  the check, it went to a completely different address than the one that we
  have on file in Endeavor for unknown reasons. The check has now been
  manually processed directly into SAP with the correct address, which will
  be in the mail on either 4/20/2023 or 4/25/2023.
  CLOSING CUSTOMER INQUIRY AS OF 04/18/23

• Initial Complaint

  Date:04/17/2023

  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 replaced my gas meter today and then left it shut off and locked. Next availability to turn back on is 16hrs after shut off. No heat, no hot water for a family of 6. Completely unacceptable. Don't care if their customers freeze apparently. Would take someone 5 minutes to turn it back on to keep my house warm. And they wait till it's ************************************************************* the end of this week when it is warm enough out that the furnace doesn't need to run.

  

  Business Response

  Date: 04/27/2023

  CUSTOMER INFORMATION:
  *********************
  ACCOUNT NUMBER: ********9105
  *******************************************************
  Dates of Service: ***** **** - Present
  Email Address: ******************* (from notification)
  ******************* (from account)
  **********
  INITIAL CUSTOMER CONTACT:
  4/18/23
  The following text was sent via Riverstar:
  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.
  A gas field leader 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. Our
  team is dedicated to resolving your issues as soon as possible.
  ASSIGNED TO GAS OPERATIONS 4/18/23
  04/18/2023 10:29:06 EST (DJLOUCKS)
  4/18/23 - this was sent to *********************** and ************************* to work.
  04/25/2023 15:07:20 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  The following information was provided by ******************* *******
  Cook:
  I spoke with ********************* on Wednesday April 19th 3:02. His initial
  response was that he was not happy that we exchanged the meter on such a
  cold day. After talking through his concerns it became very clear that he
  was not upset that we exchanged the meter but that he could not get his
  gas turned back on same day. He stated that he called the ************ as
  the Green *** instructs the customer. He was told by an agent that no one
  could come back the same day. He said this was not acceptable, but the
  agent insisted there was nothing she could do. Eventually they ended the
  call with the only resolution being an appointment for the following
  morning. A little bit latter he called back as he was not wanting to
  accept going all night with no gas. The second agent gave him the same
  information. There was nothing he could do. **** again stated this was not
  acceptable but was again told there was nothing this agent could do.
  Eventually **** gave up and hung up on the agent. I explained that we have
  #summer operations# and we can exchange meters any time in that period,
  regardless of the daily temperature, but there is an escalation process
  for getting the gas turned back on. **** also shared his concern regarding
  his electric bill given he had to run electric space heaters all night to
  stay comfortable. I told **** I would see what I could do about that. I
  filled out the form for a $50.00 gift of energy to take care of his bill
  concern. My supervisor has approved the request, but we are still waiting
  for the Gift of Energy Team to approve it and move it forward to the
  customer. I did update **** Friday April 21st, via voice mail at 5:02 that
  the Gift of Energy was in process and would get it to him as soon as
  possible. I asked him to call me back with additional questions or
  concerns. I have not heard back from him.
  **********
  SUMMARY OF ****************/21/23
  ADDRESS GAS TURN ON AFTER REPLACING GAS METER - DELAYS:
  Call center rep did not follow the escalation process to get an order to
  Gas Service to return same day. Email has been sent to the reps ************** to use this as a coaching opportunity.
  CUSTOMER INQUIRY CLOSED AS OF 4/21/2023

  Customer Answer

  Date: 04/27/2023

  [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.

  I spoke with *********************** whom was very helpful.. he explained to me that the escalation process was not followed and he also got me a 50 dollar credit for having to use electric to keep my home warm temporarily. 

   

  Regards,

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