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:02/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December 2022 consumers energy received an anonymous call concerning ****************************************************** that my cousin had been living there without paying for a year the owner died and so he put the electric in his name. Just before a ******** storm it was suddenly turned off. I called and talked to ******** in the fraud department. She told me she wouldn't turn them back on until she finished checking I begged her saying why was she without checking it out first. So the storm came and all the pipes broke hotwater tank broke water was sprayed on the circuit breaker box and water on the floor. She finally sent a letter saying they did everything right and then turned on the lights because there was no fraud. No I have a mess. She's also trying to bill foe every month in 2021 and 2022 when it was in the owners name who died. She says we have to pay it now the account is back in the fraud. I'm not sure what to do next

  

  Business Response

  Date: 03/10/2023

  03/10/2023 07:56:41 EST (JAGATES)
  CUSTOMER INFORMATION:
  ***********************************
  Account # ****
  ******************************************************************
  Dates of service: 12/21/21 - present.
  Email address: ***********************
  ****************** has other accounts at this address:
  Account # ****
  Dates of service: 01/01/21 - 11/03/21
  Account # *****
  Dates of service: 11/04/21 - 11/29/21
  RELEVENT ACCOUNT INFORMATION:
  Timeline of events:
  03/18/07 - 03/22/09: Service listed under *************************
  03/23/09 - 12/31/20: Service listed under ***************** c/o *************************
  01/01/21 - 11/03/21: Service was listed under *************************
  10/05/21: Service turned off for non-payment. No payment received but
  service restored same day. ********************************* request service in his
  name. Advised that lease and ID are needed.
  10/07/21: Letter mailed to remind ******* to provide lease and ID.
  10/18/21: Lease received
  10/22/21: Lease reviewed, determined that ******* is also here (listed on
  lease and verified with Mobile Home Park) and service in *******'s name is
  not approved. We were also able to place ******* at this address since
  2020. Fraud rep did not call ******* as she did not have his phone number,
  but this was documented on the account. (Fraud rep has been coached
  regarding not also sending a letter to the customer since she was unable
  to connect with him by phone.)
  11/28/21: Service disconnected - service in *******'s name was not
  approved.
  12/13/21: Fraud supervisor called and left message for *****. Once
  *******'s balance is paid in full, can put service into *******'s name.
  12/21/21: Fraud rep spoke with *****, after $100 payment, service can be
  turned on and put into *******'s name. He will be back dated and rebilled
  to 1/1/21.
  01/10/21: ******* filed damage claim. Damage Claims reviewed and denied
  claim.
  CUSTOMER CONTACT SUMMARY:
  03/01/23: 10:44 AM - I called ********** and got voicemail. I left a
  message with my contact information, requesting a call back.
  03/03/23: 12:12 pm - I called ********** and got voicemail. I left a
  message with my contact information, requesting a call back.
  03/06/23: I am sending the following email to ******************************* at the
  email address provided to the BBB:
  Dear ************************,
  I'm pleased to let you know that we have received your recent inquiry
  regarding service at ********************************************************* from the ************************** I have reviewed your concerns and the details related to
  the account in question. ******* you are not the account holder, there are
  not many details that I can provide to you due to privacy concerns.
  I did find that our actions regarding that account were in line with our
  policies. Your cousin was made aware of what was needed after the service
  was disconnected, in order to restore the service at that address.
  After review by one of our Damage Claims representatives, Consumers Energy
  was not found to be at fault for any damages to the property while the
  service was disconnected.
  Sincerely,
  *********************, Executive Customer Advocate
  Office: ************ | Fax: ************
  *************************************************** | www.ConsumersEnergy.com
  SUMMARY OF RESOLUTION:
  - ADDRESS FRAUD CASE: It was determined that by requesting service in
  *******'s name, they were trying to avoid the debt in *******'s name and
  service in *******'s name was initially denied. We had been able to place
  both ******* and ******* at this location at the time service was
  requested in *******'s name.
  - RESPONSIBILITY OF BILL: ******* we were able to place ******* here since
  2020 and confirmed that ******* and ******* were both here at the time the
  service was requested in *******'s name, they are both responsible for the
  bill. In order to turn the service back on, ******* agreed to have the
  service backdated into his name and made a payment of $100.00.
  COMPLAINT CLOSED 03/06/23
  
  

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My consumer energy bill is extremely high especially when we keep our heat anywhere from ***** degrees and never have lights on. When I know people who have their heat set on 78 and every light on and their bills are averaging $100 less than mine. I called consumer energy to figure it out and they encouraged me to have a energy audit done which he couldn't find anything causing our electricity to spike at hours we're not home or middle of the night. I have been trying to get someone to come out to check my meter for accuracy or put a old meter back on my house and nobody will call me back. It's one thing if I use this much electricity but there is no way. I have a feeling I may have to take legal action since nobody will call me back.

  

  Business Response

  Date: 03/13/2023

  02/28/2023 12:38:12 EST (BWMORGAN)
  CUSTOMER INFORMATION
  *******************************
  Account Number: 2810
  **************************** HOLT
  Dates of Service: 03/22/2007 - Present
  Email Address On-File: ************************
  Email Address Provided: ************************
  RELEVANT ACCOUNT INFORMATION
  - Total Balance/Past Due: $333.21
  - No estimates over the past year on the electric meter
  - *************** Use History
  Billing Cycle Date Use (kWhs)
  10/19/2018 11/19/2018 486.0000000
  11/20/2018 12/19/2018 498.0000000
  12/20/2018 01/21/2019 580.0000000
  01/22/2019 02/21/2019 583.0000000
  02/22/2019 03/24/2019 573.0000000
  10/22/2019 11/19/2019 450.0000000
  11/20/2019 12/17/2019 439.0000000
  12/18/2019 01/17/2020 473.0000000
  01/18/2020 01/28/2020 174.0000000
  01/29/2020 02/26/2020 469.0000000
  02/27/2020 03/29/2020 457.8220000
  10/29/2020 11/30/2020 537.4410000
  12/01/2020 01/01/2021 543.9360000
  01/02/2021 01/28/2021 524.4630000
  01/29/2021 02/28/2021 603.5370000
  03/01/2021 03/29/2021 441.1640000
  10/28/2021 11/29/2021 872.9450000
  11/30/2021 12/28/2021 421.7420000
  12/29/2021 01/26/2022 463.5040000
  01/27/2022 02/27/2022 538.2200000
  02/28/2022 03/28/2022 426.9100000
  10/27/2022 11/29/2022 839.3830000
  11/30/2022 12/28/2022 760.8440000
  12/29/2022 01/29/2023 864.5690000
  - ********** Use History
  Billing Cycle Dates Use (MCFs)
  10/19/2018 11/19/2018 9.2000000
  11/20/2018 12/19/2018 14.2000000
  12/20/2018 01/21/2019 18.2000000
  01/22/2019 02/21/2019 22.2000000
  02/22/2019 03/24/2019 17.3000000
  10/22/2019 11/19/2019 8.7000000
  11/20/2019 12/17/2019 11.1000000
  12/18/2019 01/17/2020 12.4000000
  01/18/2020 01/28/2020 5.1000000
  01/29/2020 02/27/2020 15.0000000
  02/28/2020 03/29/2020 10.4000000
  10/29/2020 11/30/2020 8.6000000
  12/01/2020 01/01/2021 13.9000000
  01/02/2021 01/28/2021 13.4000000
  01/29/2021 02/28/2021 19.2000000
  03/01/2021 03/29/2021 9.0000000
  10/28/2021 11/29/2021 9.4000000
  11/30/2021 12/28/2021 10.8000000
  12/29/2021 01/26/2022 17.4000000
  01/27/2022 02/27/2022 18.5000000
  02/28/2022 03/28/2022 12.1000000
  10/27/2022 11/29/2022 8.0000000
  11/30/2022 12/28/2022 14.0000000
  12/29/2022 01/29/2023 12.8000000
  02/28/2023 13:07:53 EST (BWMORGAN)
  - ******* use is down, compared to prior years
  - *** electric use is about 300 kWhs higher than it has been in past
  years
  CUSTOMER CONTACT SUMMARY
  - Spoke with **************** on 02/28/2023 at 1:13 PM
  - She said that she's only concerned about the electric use at her home
  - *** use seems to be higher when she is not there or sleeping
  - She wanted the electric meter tested and wanted to be there to witness
  it
  - I setup a meter test for 03/10/2023 between 12 & 3 PM, Order #********
  03/10/2023 14:33:19 EST (BWMORGAN)
  - Meter Tech's notes: test passed 100%. customer witnessed test. down
  loaded data and did not see any clear issues.
  - Meter Test Info
  Heavy Load: 100
  Light Load: 100
  Overall %: 100
  - Spoke with **************** on 03/10/2023 at 2:38 PM
  - She confirmed she witnessed the meter test and understands the meter
  was accurate at 100%
  - She went on to say that she'll be trying to figure out what's causing
  the usage
  - I asked her if she had any further questions or concerns and she said
  she didn't
  - Sent a Certification of Meter Test attached to the following email, at
  email address ************************:
  Dear ****************
  You#ll be pleased to know we#ve had a chance to review your inquiry placed
  with the Better Business Bureau. I understand you're concerned about the
  electric use, at your home.
  Consumers Energy tested the electric meter on 03/10/2023. *** meter
  tested accurately at 100%. This is in-line with the rates and tariffs set
  by the MPSC.
  If you have further questions or concerns regarding this matter, you may
  send me an email at the address below or give me a call. Here's my direct
  line, ************.
  Thank you,
  ***********************, Executive Customer Advocate
  Pronouns: He/Him/His
  Office: ************ | Fax: ************
  ***************************************************** | www.ConsumersEnergy.com
  cc Better Business Bureau
  SUMMARY OF RESOLUTION
  - Address high bill/meter test.
  Resolution: *** usage was found to be accurate because the meter was
  tested at 100%.
  03/10/2023 15:52:53 EST (BWMORGAN)
  - Consumption comparison history
  Resolution: *** electric usage is higher this winter, compared to prior
  *******.
  - 12-Month Payment History
  Date Amount
  04/05/22 $280.12
  05/03/22 $210.90
  06/03/22 $193.85
  07/01/22 $123.97
  08/05/22 $150.14
  09/02/22 $158.97
  10/04/22 $132.72
  10/31/22 $129.85
  11/29/22 $164.54
  12/29/22 $264.41
  01/30/23 $338.28
  03/02/23 $333.21
  - Payment arrangement
  Resolution: A payment arrangement is an option for the customer if they
  would like. ***y are eligible if they would like to set one up.
  Corporate Complaint closed 02/28/2023
  
  

• Initial Complaint

  Date:02/27/2023

  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.

  Customer of consumer ********************** at my current address for about 5 years now. In those 5 years, 3 had outages that spanned multiple days. The first year maybe 36-48hrs. Last year and this (currently) seeing 4+ days without power. This is unacceptable. And to currently be on the 4th day without power without even an updated cause of outage? With a team supposedly on site for 2-3days? There should be smart systems in place to monitor voltage at certain poles to give crews an area of where the outage occurs. The infrastructure needs a major update.

  

  Business Response

  Date: 03/03/2023

  02/27/2023 15:07:59 EST (BWMORGAN)
  CUSTOMER INFORMATION
  *****************************************
  Account Number: 2520
  3502 ******* *******************
  Dates of Service: 02/14/2018 - Present
  Email Address On-File: ***********************
  Email Address Provided: ***********************
  - Provided to the Grid Infrastructure Complaints Group
  CUSTOMER CONTACT SUMMARY
  - Spoke with ******************** on 02/27/2023 at 3:10 PM
  - I profusely apologized for his experience and let him know I'm
  escalating his concerns to our Engineer who will look into this and follow
  up with information to resolve his concerns
  - He thanked me for calling
  02/28/2023 08:35:59 EST (BWMORGAN)
  - Assigned to *********************** and Electric Operations Complaints
  03/01/2023 09:10:54 EST (BWMORGAN)
  - Also assigned to ***************************** in the Electric Operations Complaints
  Group
  - Sent friendly reminder to ******* this complaint is due tomorrow
  03/02/2023 13:09:19 EST (BWMORGAN)
  - ******* provided a resolution on 03/01/2023:
  Spoke with ******************** on 3/1/2023 at 9:21am. He stated that his power
  had been restored as of Monday, 2/27 evening. He had no further complaints
  and understood that trees and the ice storm were the cause of this
  particular outage. He was satisfied with the service that he was given.
  SUMMARY OF RESOLUTION
  - Address length of outage
  Resolution: The length of the outage was due to extensive damage due to
  trees and ice.
  - 12-Month Outage History
  Date Duration Cause
  02/22/2023 4D 1H 44M Trees
  - Does customer qualify for any outage credits?
  Resolution: The customer does not qualify for an outage credit.
  03/02/2023 13:58:46 EST (BWMORGAN)
  - What is CE doing to mitigate future outages?
  Resolution: We will have a contractor inspect the circuit by the end of
  2023.
  - No follow-up call completed at discretion of customer care rep.
  Corporate Complaint closed 03/01/2023
  
  

• Initial Complaint

  Date:02/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Consumer Energy crew came out to fix a downed wire on our property and this morning when I got up and went over the the power line we had very deep ruts and mounts of dirt in our yard from the truck that was near the pole. I took pictures of the area with all the damage to the lawn. I have tried to call Consumer Energy, but I only get a recorded voice and for my issue I'm told to call back later and this is during business hours.

  

  Business Response

  Date: 03/02/2023

  02/24/2023 16:31:27 EST (HRCRAMER)
  CUSTOMER INFORMATION
  ***************************************
  Account #: 1150
  ***** ****************** ********** ** 49284-9785
  Dates of Service: 10/19/2013-Present
  Email Address: *************************** ********************
  CUSTOMER CONTACT SUMMARY
  02/24/2023: I called ************************************* (not authorized) at ************
  at 4:30 PM and left a voicemail referencing the inquiry and informing her
  that our *************************** would be handling it and following up
  to address her concerns.
  - Sent ************************** a Release of Customer Information form
  to his email address on file.
  - Sent email to PO Box: JXPropertyRestoration requesting
  assignment and resolution with the customer.
  03/02/2023 10:07:35 EST (********)
  03/01/2023: Received the following details from ********************* in Property
  Restoration for closure:
  "Customer claims while crews were restoring power that they left ruts.
  Crews are not required to turn in requests for restoration for lawn
  damages that occur during a storm. Therefore, Consumers Energy does not
  do lawn restorations following storm work unless it is requested by the
  customer.
  Property Restoration Season does not begin until spring (04/15/2023,
  weather permitting). Order will be scheduled once Property Restoration
  Season begins.
  02/27/2023: *********************, Property Restoration Coordinator, called and left
  a message with customer asking for more information regarding damages.
  She also sent a follow-up email to customer asking for more information
  regarding damages.
  02/28/2023: ***** called and spoke with ************************************* regarding
  damages and the start of restoration season. Customer stated she would
  reply to email with pictures so her claim can be reviewed and validated.
  If it is found that the damages were created by our crews, an order for
  restoration will be created for completion in the spring.
  Electric crews are not required to turn in requests for yard restoration
  during a storm-related power outage. Unless this process is changed, it
  will continue to be the customer#s responsibility to file a restoration
  claim following storm repair work."
  SUMMARY OF RESOLUTION
  1. ADDRESS AREA RESTORATION/LAWN DAMAGE: Electric crews are
  not required to turn in requests for yard restoration during a
  storm-related power outage. ************************** will turn in pictures to *****
  ***** so her claim can be reviewed and validated. If it is found that the
  damages were caused by Consumers Energy crews, a restoration order will be
  created for completion in the spring (after 04/15/2023).
  CUSTOMER QUALITY CHECK
  - No quality check was performed at the discretion of the
  advocate. ************************** was made aware of storm restoration efforts and
  the property restoration process, as it is customer responsibility to call
  in for restoration after storm-related efforts.
  COMPLAINT CLOSED: 02/28/2023
  
  

  Customer Answer

  Date: 03/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:02/22/2023

  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.

  On September 15th I contacted Consumers about upgrading my gas meter. Over the course of the next month I went through the process and paid $646 on October 16th to have my line upgraded. On October 26th I received an email saying that "I had been to scheduling" but due to a statemwide shortage, it would take longer than expected. I never heard back after that.In January I started calling and emailing *********************** for an update. I never heard back. I called the main line and they looked at the notes and said that there has been no updates since October but that *****'s manager would contact me. I never heard from him. I called ***** on February 14th and he said that his manager had just "attended a meeting and would know more about what's going on." He gave me his number. I have called three times and have-not heard back. I finally called the main line and was told that there is a nationwide shortage now and there is no one to talk to about scheduling my upgrade. I think its unfair and deceptive to take your money and then leave you in the dark. They should charge when the job is going to be done. Consumers already ***** money and I have no recourse to compel them to do the job.

  

  Business Response

  Date: 03/01/2023

  02/23/2023 09:18:13 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  ***********************
  ACCOUNT NUMBER: 3448
  ***** ************* ****** ** 48430-8849
  Dates of Service: January 23, 2023 - Present
  Email Address: ******************
  **********
  INITIAL CUSTOMER CONTACT:
  2/23/******* am
  I called *********************** at ************ and told him we received the inquiry
  he placed with the BBB regarding gas meter upgrade. I explained it has
  been forwarded to our scheduling team who will investigate and follow up
  within the next few business days.
  ASSIGNED TO OPERATIONAL & FINANCIAL PLANNING, CEM 2/23/23
  03/01/2023 07:13:53 EST (DJLOUCKS)
  3/1/23 - email reminder sent to *********************************, Operational & Financial
  Planning that this complaint is due on 3/2/23.
  03/01/2023 09:19:43 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  The following information was provided by Dispatch Team Lead *******
  *********:
  3/1/23 at 8:00 am I spoke with ************** about his meter delays. He is
  upset that CE took his money when there was a supply issue. He does
  understand about the delay in his project due to supply issues. I
  provided him my email so he can reach out for any updates.
  **********
  SUMMARY OF RESOLUTION:
  3/1/23
  UPGRADE GAS METER - DELAYS:
  Explanation of delays related to supply and prioritization of backlogged
  worked given to the customer.
  TIMELINE:
  09/13/22 - Customer requested meter upgrade for generator.
  09/15/22 - CE made initial call back and left VM & sent email with process
  timeline.
  09/21/22 - Uploaded information the customer sent in for upgrade needs.
  10/26/22 - Let customer know that job has been sent to scheduling and they
  will coordinate with him due to material shortages.
  02/14/23 - Customer called in for update and was told waiting on meters.
  02/22/23 - Customer called for updated, stated he called supervisor and
  was not told anything. It was explained his project is now with scheduling
  and that PC doesn't have access to the waitlist for meters.
  COMPLETION:
  Cannot provide a date for completion of work as still waiting on meters
  and customer is aware.
  CUSTOMER INQUIRY CLOSED AS OF 3/1/2023
  FOLLOW UP/QUALITY CHECK: not done at discretion of customer care rep
  
  

• Initial Complaint

  Date:02/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Consumers energy has been overcharging for energy. They have cut my power off and accused me of stealing energy then added a smart meter and has charged me at least 300/month since. They have also threatened to cut me off multiple times even though i have informed them i have small underaged children in the home. This company basically stole almost **** dollars from me accusing me of a crime they did not fully investigate nor have any proof that i was the me who did anything

  

  Business Response

  Date: 02/24/2023

  02/21/2023 14:30:22 EST (RNRICHAR)
  CUSTOMER INFORMATION:
  PANTHER PROPERTY DEVELOPMENT
  Account number: 9126
  229 ********** ******** ** 48433-1844
  Dates of service: 08/01/18 to present
  Email: ***************************
  RELEVANT ACCOUNT INFORMATION:
  Current balance: $389.48 due 03/02/23.
  ******* HISTORY:
  Date: Action:
  01/10/23 Turn off notice sent ($472.31)
  01/17/23 Mid-cycle call - call completed
  02/01/23 Disconnected for non-payment (electric)
  02/01/23 Reconnected remotely
  02/09/23 Turn off notice sent ($432.80)
  02/14/23 Mid-cycle call - call completed
  12-MONTH PAYMENT HISTORY:
  Date: Amount:
  02/24/22 $41.63
  03/03/22 $41.63
  03/10/22 $41.63
  03/17/22 $41.63
  03/21/22 $75.00
  03/24/22 $41.63
  03/31/22 $41.63
  04/04/22 $75.00
  04/07/22 $41.63
  04/14/22 $41.63
  04/20/22 $127.76
  04/21/22 $41.63
  04/27/22 $38.25
  04/28/22 $41.63
  05/02/22 $75.00
  05/04/22 $38.25
  05/05/22 $41.63
  05/11/22 $38.25
  05/17/22 $75.00
  05/18/22 $38.25
  05/25/22 $38.25
  06/01/22 $75.00
  06/01/22 $38.25
  06/08/22 $38.25
  06/13/22 $75.00
  06/15/22 $38.25
  06/22/22 $38.25
  06/27/22 $75.00
  06/29/22 $38.25
  07/06/22 $38.25
  07/11/22 $75.00
  10/23/22 $136.11
  10/30/22 $25.97
  11/06/22 $25.97
  11/13/22 $25.97
  11/20/22 $25.97
  11/27/22 $25.97 - PAYMENT RETURNED
  12/02/22 $28.00 - PAYMENT RETURNED
  12/04/22 $25.97 - PAYMENT RETURNED
  12/11/22 $25.97 - PAYMENT RETURNED
  12/16/22 $208.61
  12/18/22 $25.97
  12/25/22 $25.97
  01/01/23 $25.97
  01/08/23 $25.97
  02/01/23 $483.31
  02/21/23 $432.80
  *****THERE ARE NO THEFT NOTES ON THE ACCOUNT CURRENTLY, HOWEVER THERE ARE
  NOTES FROM PREVIOUS THEFT COMPLAINT WITH THE BBB IN JULY 2021 WITH
  CUSTOMER CARE ADVOCATE ***********************:
  "**************** needs to pay $1,034.82; I provided him the breakdown of money
  owed as follows:
  $263.89 Balance on Account #************
  $325.00 Security deposit
  $11.00 Reconnection fee
  $434.93 investigation cost on Account #************
  - Address Theft Notes
  Resolution: A bypass on one of the meter lugs was found when performing a
  disconnection for non-pay on 07/27/2021. The meter was pulled to
  disconnect service, however because the bypass was still installed, the
  customer had power to a portion of their home. Service was disconnected
  at the weather head on 07/28/2021 because we did not have access to the
  meter socket, due to a dog in the yard.
  - Address what customer needs to provide or pay for turn on
  Resolution: **************** was provided with a breakdown of charges (shown
  above), totaling $1,034.82. He is aware he also needs a new meter socket
  installed and inspected prior to reconnection of service. As of
  07/29/2021, **************** had paid the balance needed for reconnection and
  was looking to hire an electrician.
  **************** is aware we are not able to discount the amount paid for
  reconnection.
  Corporate Complaint closed 07/30/2021"
  02/21/2023 14:56:05 EST (RNRICHAR)
  24-MONTH BILLING AND USE HISTORY:
  Month: kWh used: mcf used: current bill:
  total balance:
  March 2021 487 23.7
  $265.26 $536.46
  April 2021 400 11.3
  $206.41 $584.65
  May 2021 368 6.7
  $136.53 $532.06
  June 2021 289 6.9
  $127.36 $263.89
  July 2021 219 0.9
  $68.49 $70.31
  August 2021 183 2.9
  $78.83 $149.14
  September 2021 369 0.2 $90.55
  $241.21
  October 2021 437 2.9 $124.04
  $275.54
  November 2021 540 5 $162.58
  $359.61
  December 2021 647 **** $286.42
  $420.28
  January ************* $309.62
  $514.31
  February ************* $351.85
  $587.68
  March *************
  $344.84 $655.27
  April 2022 784 14
  $293.02 $590.14
  May *************
  $264.85 $409.21
  June 2022 557 2.8
  $150.76 $218.72
  July 2022 590 1.6
  $146.85 $62.57
  August 2022 626 1.6
  $144.07 $131.64
  September 2022 550 1.4 $140.55
  $272.19
  October 2022 449 3.7 $149.59
  $421.78
  November 2022 661 7.9 $235.44
  $469.17
  December ************* $367.57
  $784.80
  January ************* $440.93
  $913.24
  February ************* $381.35
  $822.28
  02/21/2023 15:13:36 EST (RNRICHAR)
  CUSTOMER CONTACT SUMMARY:
  02/21/23 - 3:12 pm - I attempted to call ************************* at phone number
  ************- there was no answer and no option to leave a voicemail
  message.
  02/23/2023 13:24:53 EST (RNRICHAR)
  02/23/23 - 1:24 pm - I attempted another call to ************************* at phone
  number ************ - there was no answer and no option to leave a
  voicemail (voicemail box still full)
  02/24/2023 15:56:51 EST (RNRICHAR)
  02/24/23 # email sent to the customer at *******************:
  "Good afternoon ******,
  Thank you for your inquiry placed through the Eastern Better Business
  Bureau (BBB) regarding the account at ************************, ********. I
  understand you have some concerns about your account.
  I have been able to look into your concerns and found a prior inquiry in
  July 2021 found an investigation for unauthorized use at this property. At
  the time, the amount to be paid for reconnection was $1034.82, which was
  the balance of $269.89 on account *************, a security deposit for
  $325.00, $11.00 reconnection fee and $434.93 investigation cost for the
  unauthorized use (a bypass was found on the meter). Our Revenue Assurance
  Theft supervisor confirmed with me that those obligations had been taken
  care of an that no additional unauthorized use has been found since then.
  In regard to your billing, the monthly use here is in line with your past
  gas and electric use. The service was recently disconnected for
  non-payment on February 1, but it was reconnected the same day after the
  payment was made to the account. On December 9, an additional turn off
  notice was sent for $432.80 past due # and our records show that bill was
  paid in full. The current bill for $389.48 is due on 3/2. If you have any
  questions or would like to set up arrangements on the balance, we are able
  to work with you if needed. Here's a link with more information about
  assistance and payment plans: Payment Plans & Assistance | Consumers
  Energy
  I regret I have been unable to connect with you over the phone, but 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.
  Best wishes to you.
  Sincerely,
  ***************************
  Executive Customer Advocate
  **********************
  **************
  *********************************************************

• Initial Complaint

  Date:02/15/2023

  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 live in a very rural area where I don't have to worry too much about people walking around my property. In order to keep my dogs from wandering onto other peoples property I installed an invisible fence. The dogs are often times outside running around, and are protective of our land. Consumers Energy gave authorization for a local tree trimming company to come onto our property without notice. I know that Consumers has my contact information, and I know they have a scheduling department. It seems unsafe, and frankly unfair to the tree trimmers that Consumers does not communicate this work with better timing. The last notice we had was what looked like a junk mail flier in our mail box stating they would be cleaning up the trees around the lines, and that was almost a year before the tree trimmers actually showed up. I understand the need to complete this work, but it is CE's responsibility to give us a window of time that this work would be completed, nailing it down to a specific day/time window like every other contractor that has to show up at your house.

  

  Business Response

  Date: 02/21/2023

  02/16/2023 08:41:31 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  *********************************
  ACCOUNT NUMBER: 1664
  ***** ********************* ********** ** 48158-9661
  Dates of Service: April 15, 2022 - Present
  Email Address: ********************
  **********
  INITIAL CUSTOMER CONTACT:
  2/16/******* am
  I called ***************************** at ************ and told him we received the
  inquiry he placed with the BBB regarding tree trimming. I explained it
  has been forwarded to our local forester who will investigate and follow
  up within the next few business days.
  ASSIGNED TO FORESTRY 2/16/23
  02/16/2023 08:45:04 EST (DJLOUCKS)
  2/16/23 - this was given to ************************* to work.
  02/21/2023 07:30:43 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  The following information was provided by **********************************:
  The following information was provided by **********************************:
  After calling customer 2-16-23 without answer, I left a voicemail with my
  contact information. Customer called back same day. The customer complaint
  was about the lack of notice for the tree work scheduled on his property.
  He acknowledged receiving both a planner card and post card, but he still
  insisted for Consumers Energy to provide a notice the day before the work
  will be completed. Customer requested to be contacted by Team Leader the
  same day to address the same issues. Team leader ***************** addressed
  issues with the customer and tree work was scheduled with the customer#s
  consent.
  **********
  SUMMARY OF RESOLUTION:
  2/16/23
  ADDRESS FORESTRY - SHOWING UP WITHOUT NOTICE:
  Customer was reminded we sent a Planner postcard with information about
  the tree work last year. After that a Forestry Planner marked tree work on
  his property and left a door card with his contact information as well. A
  Circuit Letter was sent before the tree crews started the work with the
  ******** and planner contact information. Finally, contractor trimmer was
  walking along the driveway to provide a courtesy door knock before owner
  came out of the house.
  ADDRESS MORE OF A TIMELY MANNER THAT TREE TRIMMERS WOULD BE SHOWING UP:
  Consumers Energy ******************* sent 2 pieces of mail and a door card
  was left at their house with name and phone number providing enough
  information for the customer to request any special notice on his
  property.
  CUSTOMER INQUIRY CLOSED AS OF 2/16/2023
  
  

• Initial Complaint

  Date:02/07/2023

  Type:Order 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.

  My family is building a home in ******** and we are working with Consumer's Energy to hook up permanent electricity. The electricity site plan was completed this summer, and I paid ~ $3500 in August to Consumer's for construction costs. I have been waiting since August for them to complete the project, and have incurred additional costs to keep the home build continuing due to their delays. They report materials shortages but I offer to purchase them myself if their engineers will approve, and they refuse to let me do that. Seven months after paying them, they continue to be unable to tell me whether they have the materials for the job, and they also cannot tell me when they will schedule me for power ("maybe next month"). I have no recourse, as they are my only utility option for electricity. I find it unacceptable for them to have charged me money, have me continue to incur out of pocket expenses, decline my alternative solutions, and still, 7 months later, not be able to communicate with me whether they have materials or a construction date. This information is also important to the home builder. Thanks for you help with this matter.

  

  Business Response

  Date: 02/09/2023

  02/07/2023 12:14:18 EST (RNRICHAR)
  CUSTOMER INFORMATION:
  ***********************************
  Account number: 4159
  2365 ********* ******* ** 48118-9304
  Dates of service: 04/12/22 (temp service)
  Email: ******************
  INITIAL CUSTOMER CONTACT:
  02/07/23 - 12:16 PM - I spoke with *********************************** at phone number
  ************ - letting him know that I have his inquiry placed through the
  ******** ************************* (MPSC) regarding the new service
  delays. I will be asking our **************** to look further into this
  and reach out shortly. He did say that he spoke with ***********************************
  earlier and he's looking forward to a follow up.
  ASSIGNING TO OPERATIONAL AND FINANCIAL PLANNING (SCHEDULING) COMPLAINTS.
  02/07/2023 15:01:27 EST (RNRICHAR)
  This was assigned to ***********************
  02/09/2023 13:11:56 EST (RNRICHAR)
  RESOLUTION PROVIDED BY ***********************:
  Customer is waiting on a 461 transformer that is on hold due to supply
  shortages
  TIMELINE: Released to scheduling on 10/3/22 and waiting on transformer
  since then
  Customer has been getting updates from CEM and bi weekly automated calls
  from scheduling stating that transformer is on hold and when the
  transformer arrives we will schedule within 2-3 weeks.
  CUSTOMER CONTACT SUMMARY:
  I spoke with customer 2/9/23 @ 11:40 am.
  - Customer was aware of the material shortage and assured him
  our supply chain is doing everything they can do get the material here as
  quickly as possible.
  - Let the customer know we will schedule within two-three weeks
  of when the transformer arrives.
  - Customer has my cell number for any updates and is on the bi
  weekly automated calls that go out for material delays.
  SUMMARY OF RESOLUTION:
  - (*Address new service # delays) Customer is waiting on a 461
  transformer that is on hold due to supply shortages
  - (*Timeline) Released to scheduling on 10/3/22 and waiting on
  transformer since then
  - (*Address claim of hard to get a hold of schedulers) Customer
  has been getting updates from CEM and bi weekly automated calls from
  scheduling stating that transformer is on hold and when the transformer
  arrives we will schedule within 2-3 weeks.
  - (*Completion) no date has been set until we get the 461
  transformer in.
  CLOSING CUSTOMER INQUIRY AS OF 02/09/23.
  NOTE: Due to continued communication with Scheduling, no additional calls
  were performed
  
  

  Customer Answer

  Date: 02/09/2023

  [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:01/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been going back and forth with ATT and consumers about a tree limb cracking and hanging on utility wires, ATT says ATT wires, consumers pole, we don't care. Consumers said its technically an ATT problem, but we'll put in a repair order to have the tree limb cut down. They marked the wrong tree, I called back to tell them, they cut down the wrong tree,(same side of the road, 4 or 5 properties down, it wasnt even touching the wires) I called them to tell them that. The pole is now bending visibly and cracking, so I called again. Tree services came by and told my wife, "ATT lines, not consumers problem, let nature take its course, and if something falls and kills someone, I hope you have good homeowners insurance." This is so unprofessional and rude. So an consumers energy representative basically told us, "we don't care if people get killed" nice company to trust wiring high voltage lines up. Call back again, "Oh it'll be up to 3 days for forestry to call YOU so you can make a complaint." Unbelievable. I'd more than likely get fired if I talked to a customer like that, but then again, I work for a company that has SOME standards.

  

  Business Response

  Date: 02/06/2023

  01/31/2023 08:51:05 EST (********)
  CUSTOMER INFORMATION:
  ***** * *****
  Account number: 5930
  **** ****** *** ** ******* ** **********
  Dates of service: 09/16/19 to present
  Email: none on account
  01/31/2023 12:31:04 EST (********)
  ASSIGNED TO FORESTY COMPLAINTS AND ELECTRIC OPERATIONS COMPLAINTS.
  INITIAL CUSTOMER CONTACT:
  01/31/23 - 12:29 PM - I spoke with ***** ***** at phone number
  ************ - letting him know that I have his inquiry placed with the
  Eastern Better Business Bureau regarding the safety situation around tree
  trimming and the pole. I have asked our Electric Operations and Forestry
  groups to look further into this and follow up with him shortly. He
  thanked me for calling.
  02/06/2023 11:00:37 EST (********)
  RESOLUTION PROVIDED BY ***** *****:
  In 2022, routine maintenance work was completed on Kelloggsville # Home
  Acers. The tree was not marked because it was not interfering with any
  Consumers Energy power lines or equipment at that time.
  The customer was told the tree was on communication wire and not Consumers
  Energy power lines in previous investigations.
  The Maple tree was recently damaged in a wind storm and is putting even
  higher amount of tension on the communication line bending the pole with
  Consumers Energy secondary attached.
  I spoke with the involved contract employee about the interaction with the
  customer. The customer was very upset with decision not to remove the tree
  and slammed the door. I provided coaching to the contract employee on ways
  to communicate with upset customers for the future.
  CUSTOMER CONTACT SUMMARY:
  On Tuesday 1/31 I met with ***** at his residence, a polite and
  professional discussion was had about the maple tree. We discussed the
  dangerous tree conditions. I came to a conclusion that the tree limbs
  should be removed to prevent future damages. A decision was made to
  schedule tree limb removal off the lines to keep the utility safe. *****
  agreed to clean up all wood left on site.
  We are ensuring this does not happen again by removing any hazardous trees
  or tree limbs from Consumers Energy equipment to ensure safe and reliable
  services. I provided coaching to the contract employee on ways to
  communicate with upset customers for the future.
  SUMMARY OF RESOLUTION:
  - (*Address Forestry - marked wrong tree and cut down) In 2022,
  routine maintenance work was completed on Kelloggsville # Home Acers. The
  tree was not marked because it was not interfering with any Consumers
  Energy power lines or equipment at that time.
  - (*Address bending utility pole - CE told customer not my
  problem # explain) The customer was told the tree was on communication
  wire and not Consumers Energy power lines in previous investigations. The
  Maple tree was recently damaged in a wind storm and is putting even higher
  amount of tension on the communication line bending the pole with
  Consumers Energy secondary wire attached.
  - (*Unprofessional and rude employees) We provided coaching to
  the contract employee on ways to communicate with upset customers for the
  future to prevent this from happening again.
  - (*Safety) The tree limbs are scheduled to be removed to
  release the tension on both the communication lines and Consumers Energy
  pole to prevent future damages.
  CLOSING CUSTOMER INQUIRY AS OF 01/31/23
  FOLLOW UP:
  AS OF 02/03/23, ***** ***** confirmed that the work has been completed.

  Customer Answer

  Date: 02/06/2023

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID 18953732, consumers energy has satisfactorily resolved my situation. Thank you

  
  

  Regards,

  
  

  ***** *****

• Initial Complaint

  Date:01/30/2023

  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 came out because they said our meter needed to be moved from the location it has been at for past 20 years. They shut off gas and moved meter from a box on side of the house to outside the house, next to front porch. After they were done, they couldn't get the oven relight, instead of fixing the problem, they capped off the gas leading to the oven, and just left us without an oven. The oven has been working fantastic for years prior to consumers arrival. We have been in contact with consumers everyday for the past week, being told numerous times they will call tomorrow and get it fixed, but a week later still nothing. Everytime we call, we get the run around, meantime we have no oven to feed a family of 5. Really need my oven repaired. They should of at the very least, left the house in the same condition it was in before their arrival.

  

  Business Response

  Date: 02/06/2023

  01/30/2023 16:39:57 EST (********)
  CUSTOMER INFORMATION
  ***** *****
  ACCOUNT #: 9056
  **** **** ** ********** ** **********
  Dates of Service: July 2004 - Present
  Email: ***********************
  CUSTOMER CONTACT SUMMARY
  01/30/2023 | 4:26 PM
  - I contacted Mr. ***** on 01/30/2023 at ************ to follow-up on the
  complaint he submitted to the Better Business Bureau ("BBB") regarding his
  damage claim (notification # **********). I verified that I would work
  with our Damage Claims department to get additional information about this
  and would have someone from that group follow-up when an update is
  available. I also provided my contact information in case he needed to
  reach me.
  - This has been forwarded to ******* ***** in Damage Claims +cc: ****
  ****, ***** *****, **** *********, and **** ******* for follow-up and
  resolution.
  02/06/2023 10:12:26 EST (********)
  RELEVANT BACKGROUND INFORMATION
  - Damage Claim Advocate ******* ***** spoke with Mr. ***** on 01/26/2023
  prior to this being received from the Better Business Bureau and discussed
  resolution. She offered $600.00 towards replacement/repair of stove, but
  he wanted me to speak to Mrs. ***** prior to sending payment out. She
  agreed to do so.
  - ******* contacted Mrs. ***** on 01/26/2023, but was unable to reach her
  and left a voicemail with her contact information to discuss this further.
  She did not receive a response.
  CUSTOMER CONTACT SUMMARY (cont.)
  01/31/2023 | 10:00ish AM
  - ******* contacted Mrs. ***** on 01/31/2023 in response to her complaint
  and was able to reach her. She stated she did not see a voicemail left on
  her phone.
  - They discussed her options and confirmed what was discussed previously
  with Mr. *****. They agreed on the $600.00 amount that had been offered to
  put towards any repairs or replacements needed. Mrs. ***** verified she
  had no further questions.
  SUMMARY OF RESOLUTION
  1. Address meter moved-gas shut off
  - This was a result of a routine meter exchange. During the exchange, we
  found the installation did not meet our current standards. This required
  us to move the meter to a suitable location, which resulted in the gas
  being turned off.
  2. Damage claim to oven
  - The customer did not have a direct shut off for gas oven. CE tech could
  not get the oven to relight after the exchange, so the oven gas line had
  to be capped so gas was not flowing into the home.
  3. Address getting the run around
  - We spoke with Mr. ***** on 01/26/2023 and discussed resolution. He was
  offered $600.00 towards replacement/repair of stove, but requested we
  speak to Mrs. ***** prior to sending payment out.
  - We did follow-up with Mrs. ***** to confirm the resolution payment, but
  could not reach her and did not receive a reply to the voicemail that was
  left before receiving the customer's complaint.
  4. Address repair
  - Agreed on the $600.00 to put towards any repairs or replacements.
  Customer concerns have been addressed.
  Complaint closed 01/31/2023
  QUALITY CHECK
  02/06/2023 | 10:23 AM
  - I contacted Mr. ***** on 02/06/2023 at ************ to verify his
  concerns were addressed and reached his voicemail. I left a message with
  my contact information and asked him to call me if he needs additional
  assistance.
  
  

  Customer Answer

  Date: 02/06/2023

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID 18904188, 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 was never offered the $600 check prior to the complaint we were discussing it, as well as , several other options, that's why she was to call my wife ***** to finalize. No one ever called my wife prior to my complaint, cell phones and caller id, also no message. I still haven't received the check, but if I do and it covers all my costs I will except,. All I want is my oven working as well as it did prior to consumers arrival. 

  
  

  Regards,

  
  

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