Important information
- Customer Complaint:The complaints shown in this report reflect all complaints processed with the HQ location.
Complaints
This profile includes complaints for Consumers Energy's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 281 total complaints in the last 3 years.
- 66 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/17/2023
Type: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 wish I file to a complaint against Consumers Energy i made a payment to them through Humana for ****** on Jan 3, 2023 I gave them the confirmation number ********** they're telling me I'm confused. And my Consumers Energy # **** **** ****. I have been put on hold for hours and transfered several times along with a late fee because they didn't receive the payment!
Business Response
Date: 01/18/2023
01/17/2023 15:02:52 EST (DJLOUCKS)
CUSTOMER INFORMATION:
*******************************
ACCOUNT NUMBER: 0667
4020 ********** APT 16 ******** ** 48706-2288
Dates of Service: September 18, 2019 - Present
Email Address: ************************
**********
RELEVANT ACCOUNT INFORMATION:
Current Balance: $208.99
Past Due Amount: $57.12
*****
On 1/17/23 customer called in at 9:24 am and customer was transferred
twice to different representatives. Last CSR she spoke with was at 10:02
am. Customer was not placed on holds for extended periods. Last CSR
named April she spoke with at 10:02 am stated she sent email to our
electronic payments department and when she heard back she would call the
customer.
Customer stated that Humana made payment of $123.50 for her and repeated
several times that it was sent to PO box in ****. This would mean that
the payment was mailed to our payment center by Humana and not made
electronically.
Noted on the account from 1/3/23, customer called and stated payment would
arrive by 1/13/23. 1/13/23 was a Friday and Monday 1/16/23 was a national
holiday so no mail ran and banks were closed.
**********
CUSTOMER CONTACT SUMMARY:
1/17/******* pm
I called ******************************* at ************ and told her I was calling in
regard to the concerns she filed with the BBB about a payment that Humana
made for her. She stated she couldn't talk now and asked that I call her
back tomorrow morning.
01/18/2023 08:34:28 EST (DJLOUCKS)
*****
1/17/23 - payment of $123.50 posted to the account.
*****
01/18/2023 08:35:50 EST (DJLOUCKS)
1/18/23 8:46 am
I called ******************** at ************ and told her when I checked her
account this morning, I found the payment of $123.50 from Humana posted to
the account yesterday after I left for the day. She said she is still
upset about being put on hold and it taking so long and no one wanted to
help her. I apologized and attempted to explain I had listened to the
calls from yesterday and that our CSRs had tried to be helpful. They had
emailed the correct department to see if the payment could be located. Ms.
******** kept telling me how ridiculous it was that no one believed her.
I let her know that we did believe her we just needed to investigate to
see if the payment could be located.
I apologized again for her frustration and explained that I believe the
delay in the payment posting to her account was that it was mailed by
Humana and due to the weekend and the national holiday on Monday, 1/16/23
it was just delayed posting to her account. ******************** asked if I cared
about her time and felt she should be compensated for her time yesterday.
I told her I would have a $25 credit placed on the account in light of
customer service. At this point she ended the call.
**********
SUMMARY OF RESOLUTION:
1/18/23
ADDRESS LOST OR MISAPPLIED PAYMENT CUSTOMER MADE:
Customer told CE that Humana had made a payment of $123.50 for her. Per
notes on the account from 1/3/23 she called and stated it should be
received by 1/13/23. She stated several times on 1/17/23 that Humana had
sent it to a PO box in **** which is our payment center. Humana would
have sent a check by mail to this payment center. 1/13/23 was a Friday
and with the weekend and national holiday on 1/16/23 it was most likely
delayed posting to the account.
ADDRESS LONG HOLDS AND TRANSFERRED SEVERAL TIMES:
Per recorded phone logs customer was transferred twice as the first two
CSRs weren't sure how to help her. The last CSR sent an email to our
electronic payment group to investigate. Apologies were given for being
transferred and $25 credit in light of customer service applied to the
account.
ADDRESS LATE FEES:
Customer was not charged any late fees.
CUSTOMER INQUIRY CLOSED AS OF 1/18/2023Initial Complaint
Date:01/16/2023
Type: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 consumers energy account below:16041 Morningside ******************************** Account # ************ ********************** has a remaining credit of $125.15, which I called the *** to ask for a check to my new mailing address since I moved. It's been 2 months and I still haven't received it. Please help me to locate this check and send it to my new address, ******************************************************************************************. Thanks.Business Response
Date: 01/20/2023
01/18/2023 13:27:21 EST (JCJOHNSO)
CUSTOMER INFORMATION
***********************
ACCOUNT #: 7452
***** MORNINGSIDE ********** ** 48168-6702
Dates of Service: 04/01/2022 - 11/19/2022
Email: **********************
RELEVANT ACCOUNT INFORMATION
- ****************** final bill for service through 11/19/2022 due 12/23/2022
reflected a credit of $125.01. He requested that be sent as a refund check
and it was successfully processed and mailed on 12/24/2022.
CUSTOMER CONTACT SUMMARY
01/18/2023 | 1:13 PM
- I contacted ************** on 01/18/2023 at ************ to discuss the
concerns he submitted to the Better Business Bureau ("BBB"). I confirmed
that the check was mailed on 12/24/2022 and that the holidays may have
contributed in a mail delivery delay. With that said, I agreed it was
concerning that he still hasn't received the check at this point and
agreed to contact our *************************** to ensure it was mailed
to his current address in **********.
- If needed, I let him know that we could cancel the current refund check
and resend it to his current address. ************** is aware that he will hear
back when an update is available.
- I've reached out to ********************* in ***************** Services for
additional assistance.
01/19/2023 14:54:31 EST (JCJOHNSO)
RELEVANT BACKGROUND INFORMATION
- We're unable to verify the address the check was originally sent to, so
the current refund check is being cancelled and a new refund check is
being sent to the customer's current address at ************************************************************************************** **********.
CUSTOMER CONTACT SUMMARY (cont.)
01/19/2023 | 2:57 PM
- I contacted ************** to confirm that a new check is being sent directly
to him and the prior check that was sent is being cancelled as I'm unable
to confirm the address it was mailed to. I confirmed that it can take up
to 5 business days to process and mail the check, with additional time
needed for it to be delivered. I advised that if he doesn't receive the
check by 02/10/2023, he can contact me again.
- The customer thanked me for the assistance and verified he had no other
questions.
SUMMARY OF RESOLUTION
1. Address remaining credit on closed account
- The customer had a remaining credit of $125.01, which reflected service
through his final billing date of 11/19/2022.
2. Address refund in check form mailed to Address above - delays
- The refund check was mailed on 12/24/2022, but we're unable to confirm
the address it was sent to. Because of that, the current check was
cancelled and a new check is being mailed directly to the customer's
current address of *********************************************************************************** 94568-4885.
- Depending on the speed of the mail, the customer should receive the new
refund check no later than 02/10/2023.
Customer concerns have been addressed.
Complaint closed 01/19/2023Initial Complaint
Date:01/10/2023
Type: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 December/January bill is $660 for the month. We lost power for 48 hours , burned wood for a week for the heat. We have lived here since **** and kept it much warmer on the thermostat then then now . This is price gouging from Consumers Energy and needs to stop.Business Response
Date: 01/17/2023
01/16/2023 21:16:00 EST (HRCRAMER)
01/09/2023 16:20:37 EST (HRCRAMER)
CUSTOMER INFORMATION
***********************************
Account #: 4054
6250 ********************************* ** 48429-9410
Dates of Service: October of 2003-Present
Email Address: ***************** *********************************
RELEVANT ACCOUNT INFORMATION
48-MONTH BILLING & USAGE COMPARISON
BILLING CYCLE ELECTRIC GAS CHARGES
READS
01/08/2019-02/06/2019 842 kWh **** Mcf $335.69 Actual
02/07/2019-03/07/2019 775 kWh **** Mcf $307.53 Actual
03/08/2019-04/07/2019 707 kWh **** Mcf $240.05 Actual
04/08/2019-05/07/2019 568 kWh **** Mcf $170.70 Actual
05/08/2019-06/06/2019 496 kWh 4.7 Mcf $121.86
Actual
06/07/2019-07/08/2019 **** kWh 2.8 Mcf $211.65 Actual
07/09/2019-08/06/2019 **** kWh 2.8 Mcf $270.94 Actual
08/07/2019-09/05/2019 **** kWh 2.8 Mcf $215.99 Actual
09/06/2019-10/06/2019 678 kWh 3.5 Mcf $143.28
Actual
10/07/2019-11/04/2019 550 kWh 9.6 Mcf $166.96
Actual
11/05/2019-12/04/2019 704 kWh **** Mcf $261.50 Actual
12/05/2019-01/05/2020 **** kWh **** Mcf $335.30 Actual
01/06/2020-02/02/2020 956 kWh **** Mcf $311.30 Actual
02/03/2020-03/03/2020 744 kWh **** Mcf $295.67 Actual
03/04/2020-04/01/2020 686 kWh **** Mcf $224.21 Actual
04/02/2020-05/03/2020 720 kWh **** Mcf $212.56 Actual
05/04/2020-06/02/2020 970 kWh 6.6 Mcf $210.97
Actual
06/03/2020-07/02/2020 **** kWh 3.3 Mcf $288.30 Actual
07/03/2020-08/03/2020 **** kWh 3.3 Mcf $359.89 Actual
08/04/2020-09/02/2020 **** kWh 3.1 Mcf $3****1 Actual
09/03/2020-10/04/2020 **** kWh 4.6 Mcf $219.55 Actual
10/05/2020-11/03/2020 **** kWh **** Mcf $255.02 Actual
11/04/2020-12/03/2020 **** kWh **** Mcf $299.60 Actual
12/04/2020-01/05/2021 **** kWh **** Mcf $583.63 Actual
01/06/2021-02/02/2021 **** kWh **** Mcf $466.25 Actual
02/03/2021-03/03/2021 **** kWh **** Mcf $431.04 Actual
03/04/2021-04/04/2021 **** kWh **** Mcf $345.51 Actual
04/05/2021-05/03/2021 **** kWh 9.3 Mcf $266.71 Actual
05/04/2021-06/02/2021 **** kWh 6.4 Mcf $256.07 Actual
06/03/2021-07/01/2021 **** kWh 3.4 Mcf $339.96 Actual
07/02/2021-08/02/2021 **** kWh 3.8 Mcf $395.59 Actual
08/03/2021-08/31/2021 2021 kWh 3.1 Mcf $421.70 Actual
09/01/2021-09/30/2021 942 kWh 3.9 Mcf $228.00
Actual
10/01/2021-11/01/2021 **** kWh 6.8 Mcf $283.49 Actual
11/02/2021-12/02/2021 **** kWh **** Mcf $445.02 Actual
12/03/2021-01/02/2022 **** kWh **** Mcf $521.13 Actual
01/03/2022-01/31/2022 **** kWh **** Mcf $567.29 Actual
02/01/2022-03/02/2022 **** kWh **** Mcf $529.91 Actual
03/03/2022-03/31/2022 **** kWh **** Mcf $447.84 Actual
04/01/2022-05/02/2022 **** kWh **** Mcf $403.44 Actual
05/03/2022-06/01/2022 **** kWh 4.3 Mcf $273.29 Actual
06/02/2022-06/30/2022 **** kWh 3.0 Mcf $349.35 Actual
07/01/2022-08/01/2022 **** kWh 2.9 Mcf $335.94 Actual
08/02/2022-08/30/2022 **** kWh 2.2 Mcf $303.98 Actual
08/31/2022-09/29/2022 **** kWh 3.3 Mcf $294.17 Actual
09/30/2022-10/31/2022 **** kWh 8.0 Mcf $344.33 Actual
11/01/2022-12/02/2022 **** kWh **** Mcf $476.59 Actual
12/03/2022-01/03/2023 **** kWh **** Mcf $660.74 ********************* CHARGES COMPARISON
- "Energy Bill" is the month the bill was due, "Cust Char" is
Customer ******* **** Dist" is Gas Distribution charge, and "GCR" is Gas
Cost Recovery charge.
ENERGY BILL CUST CHAR GAS DIST GCR
January 2021 $12.60 $4.457900 $2.172700
January 2022 $12.60 $4.472200 $3.686700
January 2023 $13.60 $4.799300 $6.263700
CUSTOMER CONTACT SUMMARY
01/09/2023: I called *********************************** at ************ at 4:20 PM and we
spoke about his concerns. I informed him that I'd be taking time to review
the account and would follow up with him by Wednesday, 01/11/2023, to
discuss his concerns.
************************ thanked me for the phone call and we ended our
conversation.
01/11/2023: I called *********************************** at ************ at 4:17 PM to let
him know I was still reviewing usage history. We talked briefly and I
agreed with him that per *** costs have risen, and explained that this was
a result of delayed impact due to COVID-19 pandemic on natural gas supply.
He stated that he filed an inquiry with BBB and the attorney general's
office. I asked when a good time tomorrow would be to call and he stated
around the same time. We ended our conversation.
01/12/2023: I called *********************************** at ************ at 4:15 PM and was
unable to leave a voicemail as the inbox was full and unable to accept
messages.
Since I was unable to reach ************************ by phone, I sent the following
email for closure:
"Good afternoon, *************************
This email is in response to your inquiry with the ******** Public Service
Commission regarding the account at ******************************************************. I
understand that you had some concerns about the increased costs of service
and your most recent bill.
I#ve included a table of the last 4 years of electric and gas consumption,
as well as the energy charges for that billing cycle. Keep in mind, the
#Charges# column only speaks to the energy charges for that cycle, not any
additional costs (i.e. CAP loan or ***************** Plan). I also wanted
to point out that, while your usage has remained well within the potential
for your history, it is primarily the cost of electric and gas that#s
changed, and is contributing to your increased energy costs. I#ve also
included a table showing the difference over the last three years between
the different gas costs:
ENERGY BILL CUSTOMER CHARGE GAS DISTRIBUTION GAS COST RECOVERY
January 2021 $12.60 $4.457900 $2.172700
January 2022 $12.60 $4.472200 $3.686700
January 2023 $13.60 $4.799300 $6.263700
BILLING CYCLE ELECTRIC GAS CHARGES READ TYPE
01/08/2019-02/06/2019 842 kWh **** Mcf $335.69 Actual, Actual
02/07/2019-03/07/2019 775 kWh **** Mcf $307.53 Actual, Actual
03/08/2019-04/07/2019 707 kWh **** Mcf $240.05 Actual, Actual
04/08/2019-05/07/2019 568 kWh **** Mcf $170.70 Actual, Actual
05/08/2019-06/06/2019 496 kWh 4.7 Mcf $121.86 Actual, Actual
06/07/2019-07/08/2019 **** kWh 2.8 Mcf $211.65 Actual, Actual
07/09/2019-08/06/2019 **** kWh 2.8 Mcf $270.94 Actual, Actual
08/07/2019-09/05/2019 **** kWh 2.8 Mcf $215.99 Actual, Actual
09/06/2019-10/06/2019 678 kWh 3.5 Mcf $143.28 Actual, Actual
10/07/2019-11/04/2019 550 kWh 9.6 Mcf $166.96 Actual, Actual
11/05/2019-12/04/2019 704 kWh **** Mcf $261.50 Actual, Actual
12/05/2019-01/05/2020 **** kWh **** Mcf $335.30 Actual, Actual
01/06/2020-02/02/2020 956 kWh **** Mcf $311.30 Actual, Actual
02/03/2020-03/03/2020 744 kWh **** Mcf $295.67 Actual, Actual
03/04/2020-04/01/2020 686 kWh **** Mcf $224.21 Actual, Actual
04/02/2020-05/03/2020 720 kWh **** Mcf $212.56 Actual, Actual
05/04/2020-06/02/2020 970 kWh 6.6 Mcf $210.97 Actual, Actual
06/03/2020-07/02/2020 **** kWh 3.3 Mcf $288.30 Actual, Actual
07/03/2020-08/03/2020 **** kWh 3.3 Mcf $359.89 Actual, Actual
08/04/2020-09/02/2020 **** kWh 3.1 Mcf $3****1 Actual, Actual
09/03/2020-10/04/2020 **** kWh 4.6 Mcf $219.55 Actual, Actual
10/05/2020-11/03/2020 **** kWh **** Mcf $255.02 Actual, Actual
11/04/2020-12/03/2020 **** kWh **** Mcf $299.60 Actual, Actual
12/04/2020-01/05/2021 **** kWh **** Mcf $583.63 Actual, Actual
01/06/2021-02/02/2021 **** kWh **** Mcf $466.25 Actual, Actual
02/03/2021-03/03/2021 **** kWh **** Mcf $431.04 Actual, Actual
03/04/2021-04/04/2021 **** kWh **** Mcf $345.51 Actual, Actual
04/05/2021-05/03/2021 **** kWh 9.3 Mcf $266.71 Actual, Actual
05/04/2021-06/02/2021 **** kWh 6.4 Mcf $256.07 Actual, Actual
06/03/2021-07/01/2021 **** kWh 3.4 Mcf $339.96 Actual, Actual
07/02/2021-08/02/2021 **** kWh 3.8 Mcf $395.59 Actual, Actual
08/03/2021-08/31/2021 2021 kWh 3.1 Mcf $421.70 Actual, Actual
09/01/2021-09/30/2021 942 kWh 3.9 Mcf $228.00 Actual, Actual
10/01/2021-11/01/2021 **** kWh 6.8 Mcf $283.49 Actual, Actual
11/02/2021-12/02/2021 **** kWh **** Mcf $445.02 Actual, Actual
12/03/2021-01/02/2022 **** kWh **** Mcf $521.13 Actual, Actual
01/03/2022-01/31/2022 **** kWh **** Mcf $567.29 Actual, Actual
02/01/2022-03/02/2022 **** kWh **** Mcf $529.91 Actual, Actual
03/03/2022-03/31/2022 **** kWh **** Mcf $447.84 Actual, Actual
04/01/2022-05/02/2022 **** kWh **** Mcf $403.44 Actual, Actual
05/03/2022-06/01/2022 **** kWh 4.3 Mcf $273.29 Actual, Actual
06/02/2022-06/30/2022 **** kWh 3.0 Mcf $349.35 Actual, Actual
07/01/2022-08/01/2022 **** kWh 2.9 Mcf $335.94 Actual, Actual
08/02/2022-08/30/2022 **** kWh 2.2 Mcf $303.98 Actual, Actual
08/31/2022-09/29/2022 **** kWh 3.3 Mcf $294.17 Actual, Actual
09/30/2022-10/31/2022 **** kWh 8.0 Mcf $344.33 Actual, Actual
11/01/2022-12/02/2022 **** kWh **** Mcf $476.59 Actual, Actual
12/03/2022-01/03/2023 **** kWh **** Mcf $660.74 Actual, Actual
Since October 2022, where the Gas Cost Recovery charge has been the
highest it#s been in the last 10 years, it has been trending downward, and
we hope to continue seeing this as we transition into the last #winter
month# and move to spring. Consumers Energy does not make a profit on the
GCR # it is set at what our purchase price for gas is, and has therefore
been impacted by the changing national supply costs. As an example # your
January 2022 bill would have been at least an additional $100.00, even
with less gas and electric usage, had we had similar rates that year.
It is my hope that this email has addressed your concerns, despite being
unable to change the current cost of gas. If you have any additional
questions, please feel free to call or send me an email. I would be happy
to further assist you. My contact information is listed below.
With regards,
*************************
CONSUMERS ENERGY
Executive Customer Advocate
She/Her/Hers
OFFICE: ************
CURRENT OFFICE HOURS: M-F 8 AM-4:30 PM"
SUMMARY OF RESOLUTION
1. HIGH BILL INVESTIGATION FOR ELECTRIC AND GAS/CONSUMPTION
COMPARISON HISTORY: The usage for both electric and gas is well within the
potential for the home historically for ************************. The most recent
bill is not his highest consumption.
2. PAYMENT HISTORY: **************************** payment is not
contributing to his high bill concerns nor is it a point of note related
to the complaint. He has paid every month on time for, at minimum, the
last 2 years.
3. ADDRESS ACTUAL READS: All reads for the last 4 years have
been actual for both electric and gas.
4. ADDRESS POWER OUTAGE IN DECEMBER: ************************ did not
experience an outage in December. He's had three outages in the last 12
months: 05/13/2022 for 1 hour and 49 minutes, caused by an animal;
08/29/2022 for 4 hours and 10 minutes, caused by an unique incident; and
one on 11/07/2022 for 1 day, 22 hours, and 10 minutes, caused by weather.
A single duration outage credit application was sent to him as he may
qualify based on this information.
5. PAYMENT ARRANGEMENT: ************************ did not express the
need for a payment arrangement.
COMPLAINT CLOSED: 01/12/2023Initial Complaint
Date:01/06/2023
Type: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 need electrical at my house asap. I began this process of requesting power to my new house under construction summer 2022 Consumers Energy required I install install a sleeve by another contractor as well as remove lots of trees and paid a lot up front costs to have all this done so that Consumers would install my power . I pd out a lot of money on getting easement done taking down trees, putting in a sleeve to house as consumers requested. Had my electrician install new ***************** and paid for all required permitting. Consumers Energy told me once I pay $1700 fee I would have that temporary service going no later than December 1, 2022 and never informed me of a material shortage until after I paid. I had been working with them to install power for Months but Consumers never made mention of material shortages until after my money had been paid. I agreed to their terms that power would be installed within 18 days of payment and that was months ago. My wife and I have to be in our rental by the end of May. But without power I cant install drywall on my house. I have spent hundreds on gas for generator and cant afford to keep paying these expenses I didnt budget for. I need power run asap to my new house so I can finish it and have a place to live. What Consumer Energy has done to me is unlawful, dishonest and needs to be remedied. Consumers is a huge business and they are taking advantage of customers who have no other option and need to be held accountable.Business Response
Date: 01/18/2023
01/**/2023 **:45:38 EST (RNRICHAR)
CUSTOMER INFORMATION:
*****************
Account number: 7770
303 ************* ********** ** 49629-9595
Dates of *************************** on account
01/**/2023 **:49:36 EST (RNRICHAR)
INITIAL CUSTOMER CONTACT:
01/**/23 - **:49 AM - I left a voicemail message for ***************** at phone
number ************ - letting him know that I have his inquiry placed
through the Eastern Better Business Bureau (BBB) regarding the new service
delays. I have asked our Customer ********************** Management and Scheduling groups
to look further into his concerns and follow up. I also provided my phone
number in case of any additional questions in the meantime.
ASSIGNING TO OPERATIONAL AND FINANCIAL PLANNING (SCHEDULING) COMPLAINTS
AND CUSTOMER ********************** MANAGEMENT (CEM) COMPLAINTS.
01/**/2023 16:36:55 EST (RNRICHAR)
01/**/23 - UPDATE FROM ******************************************: "I am gathering info, as we
will not have transformer until after March/April or beyond. Just making
sure i have all info from CEM on any other options."
01/**/2023 **:**:03 EST (BWMORGAN)
01/**/23 - Sent request for closure to ******************************************
01/18/2023 **:30:59 EST (RNRICHAR)
RESOLUTION PROVIDED BY ******************************************:
TIMELINE:
# **/15/22 # Energy Request
# **/19 - PC (project coordinator) initial contact
# **/19-**/16 # ERET Scoping
# **/31 # Cost Estimate request for permanent service
# **/02 # **/14 # Scoping/ Forestry
# **/21 # Site plan revised
# **/04 - ***************** field completed
# **/** # **/13 # perm design
# **/14 # **/8 Pre Req (Inspection **/**)
# **/** # Release to scheduling
# **/** # Materials Delay communications
# **/** # **/6 # PC assisting customer with updates
# **/22 # ****** Robo call
DELAYS IDENTIFIED: MATERIAL DELAY.
CUSTOMER CONTACT SUMMARY:
1/**/2023- Left Voicemail Message at ************** for ************** at
2:59pm.
01/**/23 # email sent to the customer:
#From: *********************************************
Sent: Thursday, January **, 2023 3:58 PM
To: ************************
Subject: *********************************************-Consumers Energy
Good Afternoon **************,
I was unable to reach you by phone regarding the Better Business Bureau
complaint received by Consumers Energy. I left a lengthy voicemail today
regarding your concerns of the delay of the service installation at 303
*************, **********. First, I would like to apologize for the delay
of the service installation, as shared with you we have experienced
material delays from our vendors, specifically the transformer that is
required for installation of your electric service. Currently our vendors
are forecasting an estimated delivery date of April, due to raw material
shortages they are experiencing. We value you as a customer and empathize
with you and all our customers that are continually waiting on these
materials for their new homes. When we do receive a delivery of the
transformer, our scheduling team will be contacting you directly to keep
you informed of the date of installation. If you have any additional
concerns, please feel free to send me an email or call. Thank you again.
******************************************
PTL|LVD Scheduling|GRWMC
************#
01/**/23 - Customer ************** just returned my call at 4:20 PM
- I apologized, and provided information that I stated in the
email, reiterated again we would not be able to have transformer until
April. He is very frustrated, and has financial burden due to generators
running. I let him know my team will contact him as soon as we receive
delivery of this 25kva transformer. I also let him know that if he needs
anything else to call me.
SUMMARY OF RESOLUTION:
- ********************* # delays) Material delays (transformer)
- (*Timeline) A timeline from the initial temporary service
request to present is above
- (*Completion) There is no completion date set yet, however we
do expect to have a shipment available in April
CLOSING CUSTOMER INQUIRY AS OF 01/**/23.
NOTE: due to the completion date not being set and waiting on materials, no additional calls were made.Initial Complaint
Date:01/01/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We signed up for Consumers Energy's ***************** Plan in February, 2022. We did not receive any paperwork explaining the coverage. On August 31, a serviceman came to assess our dryer, which was not working correctly. He diagnosed the problem as a failed computer, and put in the work order at the time. He warned me that, with COVID, as well as manufacturing and supply chain issues, it might "take a while." He asked for my patience.I got a letter from Consumers Energy in mid-November that said the monthly price for my coverage was going up. Since we had not yet gotten the service for which we were paying, I called Consumers to get an update on our dryer repair. I was told by the customer service rep that she could see "something," (she couldn't tell what) was scheduled in mid-December. We opted to wait until after then to see if indeed something was developing. Nothing did. I called again last week, and finally got some useful information. After some lengthy digging, the representative apologized that our order had "fallen through the cracks," and said he would have to start the process all over again. I was dubious, and suggested that I wanted to cancel the coverage. He said that cancellation would also cancel the new work order. So I kept the coverage. It has been a week, and no one has contacted me to make an appointment. I feel that Consumers Energy has taken advantage of us. We have paid over $300 for service we have not received. I want my dryer fixed (or replaced, if it cannot be fixed). I also want a refund for the months of September through December, and to be allowed to cancel our future coverage without losing our place in line to repair the dryer.Business Response
Date: 01/10/2023
01/03/2023 10:09:38 EST (DJLOUCKS)
CUSTOMER INFORMATION:
*****************************
ACCOUNT NUMBER: 3991
1201 *************** FLINT ** 48504-7359
Dates of Service: November 14, 2016 - Present
Email Address: ***********************
**********
INITIAL CUSTOMER CONTACT:
1/3/******** am
I called ***************************** at ************ and told him I received the
inquiry he placed with the BBB regarding a dryer repair. I explained I
have forwarded his concerns to our ASP group who will investigate. I
further explained we are unable to provide them with his phone number or
email address but would transfer him to their voicemail and asked that he
leave that information and they will follow up shortly. I also gave him
the direct dial number for their voicemail in case the call dropped.
ASSIGNED TO ASP 1/3/23
01/10/2023 12:44:29 EST (DJLOUCKS)
**********
RELEVANT ACCOUNT INFORMATION:
The following information was provided by ********************* with ASP:
1/3/2023 at 11:59 AM *********************, ASP Parts Coordinator, spoke to the
Consumers Energy technician ***********************. ***** stated the following and
provided the necessary part number:
This is a combination washer and dryer unit and is working intermittently.
The unit will sometimes stop running during the drying portion. Part
number W11260742. Whirlpool unit, very unique, the only one that *****
has ever seen, and it is hard to tell if the repair is going to be in the
door (hopefully not) or if it will be in the panel connecting the units.
**** called ******************** at 3:14 PM on 1/3/2023 and left a detailed
voicemail explaining that he was able to track down the part for the
dryer, that it took some time to do so, but that he was hoping that the
part arrives sometime this week. The part was ordered and shipped to the
customer's home. **** also left his phone number and contact information
so the Kirchmers are able to contact him and discuss the rest of the
complaint.
**** spoke with ********************* and confirmed the details from the voicemail
he left her at 3:39 PM on 1/3/2023. He also let her know that he would be
looking into her account and do his best to provide her with some
reimbursement for their wait and trouble. He gave ********************* Consumers
Energy technician ***********************#s number and let her know he received a
tracking number, and the part is expected to arrive tomorrow. She will
call ***** or **** to schedule the *********** the parts arrive.
On 1/4/2023 at 11:54 AM **** received confirmation that the part has
arrived from *********************. She was going to reach out to Consumers
Energy technician *********************** and attempt to schedule the repair. She
left a voicemail for ***** and texted him. ***** responded on 1/5/2023 and
let ********************* that he is on vacation until 1/17/2023. I reassured Mrs.
******** that we can schedule her with another technician, and we now have
her on the schedule for part installation on 1/6/2023 between 12:00-4:00
PM with Consumers Energy technician ***************. The repair was then
rescheduled for Monday January 9th between 12:00-4:00 PM. ** went out to
the customer's home. Upon arrival and looking at the customer's
dryer/washer combination unit he realized that the job requires two
technicians. The repair will now be completed on January 10th between
8:00-12:00 pm.
**** let ********************* know that we are able to reimburse her for four
months of ASP for the timeframe between September and December of 2022. He
apologized and confirmed with ********************* that the complaint was
resolved. ********************* has ****#s contact information if she needs
anything in the future.
01/10/2023 13:52:25 EST (DJLOUCKS)
Due to one of the technician's needed to complete the repair being out
ill, this repair has been scheduled for 1/17/23 and the customer is aware
and satisfied.
**********
SUMMARY OF RESOLUTION:
1/10/23
ASP - DRYER REPAIR - DELAYS:
This is a combination washer and dryer unit and is working intermittently.
The unit will sometimes stop running during the drying portion. Part #
W11260742 was ordered in August by Consumers Energy technician *****
******. ********************* verified that the part was on back order. He was able
to outsource the part through a third-party supplier that ***** did not
have access to. He ordered the part with expedited shipping and the part
arrived at the customer#s home on Wednesday January 4, 2023. The repair is
scheduled for Tuesday January 17, 2023.
CUSTOMER INQUIRY CLOSED AS OF 1/10/2023
FOLLOW UP/QUALITY CHECK:
1/10/23 1:57 pm
I called the ***************************** ************ and left a voicemail asking him
to let me know if ********************* was unable to address their concerns and
left my call back number.Customer Answer
Date: 01/13/2023
[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:12/30/2022
Type: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.
Moved out of apartment on 01 Nov 2022, but consumers energy kept billing me through Dec 11, 2022 even though I repeatedly attempted to cancel the service. The Dec bill is $74.Business Response
Date: 01/17/2023
01/17/2023 08:24:31 EST (JCJOHNSO)
CUSTOMER INFORMATION
*************************
ACCOUNT #: 5122
598 ********* APT 204 ********* ** 48307-2293
Dates of Service: 08/25/2016 - 12/11/2022
Email: ****************
RELEVANT ACCOUNT INFORMATION
12 Month Payment History
Date Amount
02/09/2022 $45.34
03/10/2022 $60.67
04/11/2022 $45.41
05/11/2022 $15.95
06/09/2022 $18.36
07/11/2022 $12.60
08/10/2022 $12.60
09/08/2022 $12.60
10/10/2022 $12.60
11/17/2022 $14.87
12/12/2022 $35.27
- There are no records of ******************** ending the account in his name on
11/01/2022. His service only recently ended after a new tenant took over
the service at this location on 12/12/2022.
- The customer's current balance of $74.43 reflects energy use from
11/16/2022 - 12/11/2022.
CUSTOMER CONTACT SUMMARY
01/12/2023 | 3:34 PM
- I contacted ******************** on 01/12/2023 at ************ to discuss the
billing concerns he contacted the Better Business Bureau ("BBB") about. He
advised that he contacted us multiple times to stop service in his name as
of 11/01/2022, but that was never completed. He advised that he was
unwilling to pay the balance of $74.43.
- I advised him that our records do not show that he contacted us
recently, but verified we spoke with him on 09/15/2022. He confirmed
that's when he initially called to stop service on 11/01/2022, but was
told that he needs to make the request within 30 days of the end date. I
verified that was true and suggested that he forgot to contact again
within that span of time, which he disputed.
- Although it's the customer's responsibility to ensure that service is
taken out of their name, I understood the customer's frustration given
that he did contact us to end his service, but was unable to due to our
billing policies. In light of customer service, I agreed to apply a credit
of $74.43 to cover the final balance.
- ******************** was appreciative of the assistance and verified he had no
other questions. I provided my contact information in case he needed to
reach me.
- The $74.43 credit has been submitted for approval, which will then apply
to the customer's account.
SUMMARY OF RESOLUTION
1. Address Bill - date, name and amount
- The final bill at this address in Mr. ************************** name totaled $74.43
and covered gas service from 11/16/2022 - 12/11/2022.
2. Address date of cancellation
- Service ended in ********************' name on 12/11/2022 due to a new tenant
taking over service on 12/12/2022.
3. Address responsibility
- It is the customer's responsibility to ensure service is stopped in
their name.
- ******************** contacted us over 30 days prior to his cancellation date of
11/01/2022. Because of that, he was told to call back within 30 days of
him moving out per our billing policy. We did not hear back from the
customer until receiving this complaint.
- Since ******************** did attempt to complete this prior to his move out,
we've agreed to remove the final balance of $74.43 in light of customer
service.
Customer concerns have been addressed.
Complaint closed 01/12/2023Initial Complaint
Date:12/23/2022
Type: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.
Earlier this year Consumers was replacing the gas line in my neighborhood. We had a custom made box around the meter that came with our house when we bought it 15 years ago. A few weeks after they finished their work I was on the side of my house that has the gas meter and saw our box was missing which was exposing the under layer of the home's wall. I called Consumers and explained that their workers had taken off and disposed of our box without letting us know. A sweet lady agreed that they would send a team to replace it. A few weeks later someone installed a different size meter which covered the meter but did not cover the now exposed inner wall of my home. A little after that a worker came by checking on the work performed in the neighborhood and we pointed out our issue with the wrong sized meter box.We waited several months, but nothing happened. I called Consumers again and spoke with a gentleman who told me that he had spoken with their legal department and they aren't responsible for the meter cover boxes. I tried to explain to him that his people didn't just remove the box from around the meter. They threw a part of my home's siding away without my permission which is exposing my wall to the weather. The man kept telling me that they do not allow the boxes. I explained multiple times it is not the box I want. I want siding installed where the box was which is now exposed wall. He told me it was not their problem. I would not have to be installing siding if they had not taken my box. In the 15 years we lived at this home we had Consumers out to our home to work on the meter and never once did the workers tell us our meter box was not allowed.I do not understand why an employee of Consumers, the lady, tell me I can have a box, multiple workers never complain about the box, and many other people have boxes, yet this Gentleman tells me I was in the wrong and they won't cover my exposed wall with siding.Business Response
Date: 01/10/2023
STATUS REPORT - 12/27/2022 14:07:10 EST (JCJOHNSO)
CUSTOMER INFORMATION
*************************************
ACCOUNT #: 8864
***** ************ ******** ** 48186-4292
Dates of Service: March 2007 - Present
Email: ***********************
CUSTOMER CONTACT SUMMARY
12/27/2022 | 1:51 PM
- I contacted **************** on 12/27/2022 at ************ to discuss the
concerns he submitted to the Better Business Bureau ("BBB") regarding he
recent gas work done at his home that exposed a portion of wall that does
not have siding. I reached his voicemail and left a message with my
contact information, advising that our ************************ would
review this further. I confirmed that he'd hear back when an update is
available and asked him to call me if there are questions before hearing
back.
- This has been forwarded to *************************** + cc: ****************, *****************,
and ********************* for follow-up and resolution.
________________________________________________________________________
Task 0002
Task CSCMPTSK INIT Initial Contact w/Customer
Task text
Status TSOS
________________________________________________________________________
01/10/2023 08:37:34 EST (JCJOHNSO)
ADDITIONAL INFORMATION
- *******************, Supervisor of Gas Construction, is currently investigating
this and working with the customer. He's verified that **********************
did not cut the siding, but the meter cover was removed to allow us to
service the meter.
- Although we do not replace the siding, we have offered to install a
board/cover against the home to cover the old siding that was exposed
after this work was done. *** spoke with **************** on 01/09/2023 to offer
that solution and the customer is currently making a determination on how
he'd like to move forward.Initial Complaint
Date:12/13/2022
Type: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.
Service cut off without notice. New to area and were signed up with DTE and thought service was through them; never heard of Consumers. No one opens mail that says current occupant from a company they dont know; it all seems like spam. No pink slip on door given before cut off. No one knocked when obviously home. If known prior owner left on 3 months ago, why would you wait until its cold out to cut off in evening knowing full well people would be left in cold during a work week. There has plenty plenty of warm days prior to do this. Your website says call by 2pm and service would be restored by **** pm. I called at 8pm and service for reconnect not available for 2 days. This all is unacceptable and poor business policies. When known it goes to current occupant and no one has started service, you should try leaving a notice on the door before turning off service. This is a safety concern and completely unacceptable.Business Response
Date: 12/19/2022
12/14/2022 10:21:24 EST (RNRICHAR)
CUSTOMER INFORMATION:
***************************
Account number: 5733
1511 *********** ********* ** 48067-1223
Dates of service: 12/14/22 forward
Email: *********************
RELEVANT ACCOUNT INFORMATION:
08/20/22 - Account went into Current Occupant, current occupant letter
mailed
09/30/22 - Order created to turn off service due to current occupant
12/12/22 - Turn off order completed.
BALANCE UNDER CURRENT OCCUPANT ACCOUNT $159.78 PAST DUE
- ZERO PAYMENTS HAVE BEEN MADE ON THIS ACCOUNT
12/14/22 - Order created to turn service on is scheduled for today between
6 pm and 9 pm
12/14/2022 16:15:56 EST (RNRICHAR)
12/14/22 - 3:30 pm - the gas was reconnected with the following notes:
"TN(turn on) @LW (lockwing), S/S (shadow) test passed. Re lit WH (water
heater), Cycled furnace. All good when left"
CUSTOMER CONTACT SUMMARY:
12/14/22 - 4:16 PM - I left a voicemail message for *************************** at
phone number ************ - letting them know that I have their inquiry
placed through the Eastern Better Business Bureau (BBB) regarding the new
account reconnection. I provided my phone number for them to call back.
12/16/2022 16:35:16 EST (RNRICHAR)
12/16/22 - I spoke with *************************** at phone number ************ to
address his concerns. We reviewed the disconnection process for Current
Occupant accounts, and he took responsibility as someone who was new to
the state. He thought that DTE did both gas and electric and was mostly
concerned that we didn't leave a tag and that it took 2 days to turn
service on after turning it off during the winter.
- I apologized for his experience, and offered a $200.00 good
faith credit in light of that experience. He thanked me for my call and
had no additional questions.
COMPLAINTS RESOLUTION CREDIT REQUEST SUBMITTED FOR $200.00
SUMMARY OF RESOLUTION:
- (*Address reason service was disconnected) Service was
disconnected for Current Occupant status
- (*Address why no notice left prior to disconnection) a letter
was mailed on 8/20 but no communication took place after that until the
disconnection on 12/12.
- ************* *********** was reconnected on 12/14/22.
CLOSING CUSTOMER INQUIRY AS OF 12/16/22.Initial Complaint
Date:12/12/2022
Type: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 the consumers protection plan for my new home. Consequently my garbage disposal went out, they sent someone out Nov 23. It was never fixed. My stove and dishwasher broke on Nov 27, they sent a technician out on Nov 28. Nothing has been fixed. I am paying for a protection plan that is not actually protecting anythingBusiness Response
Date: 12/16/2022
12/13/2022 14:12:25 EST (BWMORGAN)
CUSTOMER INFORMATION
*********************************************
Account Number: 9714
2419 ******* ST *******
Dates of Service: 08/22/2022 - Present
Email Address On-File: *******************
Email Address Provided: *******************
- Provided to the *** Complaints Group
CUSTOMER CONTACT SUMMARY
- Left message on 12/13/2022 at 2:15 PM, at phone number ************
12/13/2022 16:07:45 EST (BWMORGAN)
- Assigned to ***********************
12/14/2022 11:30:53 EST (BWMORGAN)
- ***** provided a resolution on 12/14/2022:
12/13/2022 at 3:15 PM Field Leader *********************** spoke to ****** at R&D
Appliance. ****** indicated that parts had been on order for both
appliances, and that the parts had arrived and the repairs were completed
earlier in the day and that the customer was happy with the resolution.
12/13/2022 at 3:26 PM Field Leader *********************** spoke to Ms.
Knickerboker. She confirmed that the repairs were completed earlier that
day by R&D Appliance and that both appliances were working well.
SUMMARY OF RESOLUTION
- Stove and dishwasher - repair.
Resolution: The repair was waiting on a part and has now been completed.
- If repairing, what is the expected completion date?
Resolution: These were competed on 12/13/2022.
12/15/2022 08:10:20 EST (BWMORGAN)
- Address Garbage Disposal - repair.
Resolution: The garbage disposal was not able to be repaired so a check
will be issued for $125.00 and should be mailed on Tuesday 12/20/2022.
The customer was made aware of this during her call with ***** on
12/13/2022
Corporate complaint closed 12/13/2022Initial Complaint
Date:12/12/2022
Type: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're putting up a new building, CE sent out a associate to see the project concerning the building site and getting electricity to it. He evaluated the site told how much it would cost to get power to the building. So we started the building, then another CE employee comes out and says the building is under the power lines. They are now wanting to charge me $3,000 to move a pole 30 feet and $9.50 per foot at 195 feet to trench the lines, when I asked if we could trench it ourselves they tell me no. None of this is my fault, the first employee gave us the go aheadBusiness Response
Date: 12/19/2022
12/13/2022 12:15:58 EST (HRCRAMER)
CUSTOMER INFORMATION
*******************
Account #: 6971
5430 ************* BARN ******* ** 49237-9727
Dates of ****************************** *********************** **************************
CUSTOMER CONTACT SUMMARY
12/13/2022: I called *********************** (unable to authorize) at ************ at
12:05 PM and someone answered the line. After introducing myself, they
disconnected the call.
- Sent email to CEM Complaints requesting assignment and
resolution with the customer.
12/19/2022 08:49:42 EST (HRCRAMER)
12/16/2022: Received the following details from *********************, Distribution
Project Team Leader, for closure:
"The first site visit was on 10/28 by the ** (Project Coordinator) Eben
********. The barn construction was already well on its way when he was
there (picture attached). He provided a rough estimate based on the
footage we would be running the service. Once the information was
provided to LVD (Low ********************* ****** it was determined that a
transformer upgrade was needed to service the barn along with a line
relocate to mover the primary lines away from the new barn.
The cost to move the pole, upgrade the transformer, and provide the
underground service is $3,496.50 after a revenue credit of $13,839.00 was
applied (total project cost for the relocate and transformer was
$15,483.00 + $1,852.50 for the service). The estimate that Eben provided
didn#t include the transformer upgrade or pole relocation. This is the
only option to serve UG (underground).
Based on how far into construction the customer was with the barn it was
too late to move. No one was at the site prior to construction of the
barn.
I called the customer today at 11:35 AM and 11:42 AM and left voicemails
with my contact information. The following email was sent:
'Hello *******,
I#m emailing you to follow up on the two voicemails I left you earlier
today.
I called to discuss your project at *************************. The cost to relocate
the primary line, upgrade the transformer and run the underground service
to your new barn will be $3,496.50. This is after an estimated revenue
credit of $13,839 was applied to reduce the cost to you. When **** made
his site visit on 10/28 to take measurements the barn was already being
constructed. At that time, he provided an estimate based on the cost to
run a service from the existing transformer to the barn. Prior to his
visit there was no one else from Consumers Energy out to the property.
Once he had the information to our designers it was determined that the
transformer needed to be upgraded to support your added load and the line
needed relocated away from the barn to meet standards. Due to the added
load, we have credited the total project cost the $13,839 which is the
estimated increase in electrical usage over the next three years based on
the information that was provided to us regarding the demand in the new
barn. If you have any further questions regarding your project, please
feel free to respond to this email or call me at ************.
Thanks,
************************
Distribution Project Team Leader
**************************** & ****************
c: ************'"
SUMMARY OF RESOLUTION
1. ADDRESS EMPLOYEES GIVING GO AHEAD TO BUILD BARN AND COST TO
GET POWER/MIXED INFORMATION PROVIDED: No Consumers Energy employee visited
the site prior to 10/28/2022, in which the barn was already being
constructed. The employee provided a rough estimate based on the
information obtained during this site visit, which was subject to change
once the customers turned in their actual documents, load information,
etc.
2. ADDRESS COST TO MOVE POLE: The cost to move the pole,
upgrade the transformer, and provide the underground service is $3,496.50
after a revenue credit of $13,839.00 was applied (total project cost for
the relocate and transformer was $15,483.00 + $1,852.50 for the service).
The estimate that Eben provided didn#t include the transformer upgrade or
pole relocation. This is the only option to serve UG (underground)
CUSTOMER QUALITY CHECK
- No quality check was performed as an email was sent for
closure.
COMPLAINT CLOSED: 12/16/2022Customer Answer
Date: 12/21/2022
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau: I would like to see the attached picture that was taken by ******************* on October 28th. ******************* was negligent on his job. Plain and simple.I would I hang up on ***********? I need this resolved. I have in fact left him 2 vocemails requesting his supervisors contact information. He has not responded.
I'm also disputing the price being charged to dig a trench 195 feet at $9.50 per foot when we are capable of digging the trench.
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Regards,
***********************Business Response
Date: 01/03/2023
01/03/2023 09:04:23 EST (HRCRAMER)
ADDITIONAL INFORMATION
- This information is per the **** complaint (#**********)
that was received on 12/19/2022, filed by ***** and/or ***********************, and
resolved on 12/22/2022 by **********************
12/22/2022: Received the following details from *********************:
""Customers are unable to simply trench themselves. They would have to
install conduit per Consumers Energy specifications for the service.
Given the route and that it is only ** (underground) for the service, this
wouldn't save the customer any money.
I called *********************** on 12/21/2022 at 10:05 AM at ************ - the
phone was answered and then the call disconnected. I called again today at
10:30 AM and left a voicemail. There was no return call and no response to
the email that'd been sent per closure of the prior complaint. I sent the
following email at 1:24 PM to resolve:
'Dear *************,
This email is in response to your inquiry with the ******** **************************** regarding the account at *************************. I understand
that you have some concerns about the cost of the project and the
possibility of trenching yourself to run the underground service.
I'm sorry, but we don't allow any direct trenching by the customer. The
customer can install conduit, but that would only help reduce the cost if
you were going ** (underground) with the primary lines being relocated.
The only portion of the project that is going ** is the service, so there
would be no difference in cost if conduit were to be installed. The cost
for the service portion is $1,852.50 for 195' at $9.50 ($6.50 + $3.00
Winter Construction Costs).
I was unable to reach you by phone, but it is my hope that this letter has
addressed your concerns. If you have any additional questions, please feel
free to call or send me an email. I would be happy to further assist you.
Sincerely,
************************
Distribution Project Team Leader
**************************** & ****************
c: ************'"
SUMMARY OF RESOLUTION
1. ADDRESS NEW SERVICE DELAYS: Per the customer's prior complaint with the
********************** (#***********, filed on 12/13/2022 and resolved on
12/16/2022: The first site visit was on 10/28 by the ** (Project
Coordinator) *************************. The barn construction was already well on its
way when he was there (picture attached). He provided a rough estimate
based on the footage we would be running the service. Once the information
was provided to LVD (Low ********************* ****** it was determined
that a transformer upgrade was needed to service the barn along with a
line relocate to mover the primary lines away from the new barn.
2. ADDRESS POLE MOVED/EXTRA CHARGE: Per the customer's prior complaint
with the ********************** (#***********, filed on 12/13/2022 and
resolved on 12/16/2022: The cost to move the pole, upgrade the
transformer, and provide the ** service is $3,496.50 after a revenue
credit of $13,839.00 was applied (total project cost for the relocate and
transformer was $15,483.00 + $1,852.50 for the service). The estimate that
Eben provided didn't include the transformer upgrade or pole relocation.
This is the only option to serve ** (underground).
3. ADDRESS TRENCH CHARGE/IF CUSTOMER CAN DIG TRENCH THEMSELVES: **********************
********************** doesn't allow any direct trenching by the customer. The customer
can install conduit, but that would only help reduce the cost if the
customer was going underground with the primary lines. The only part of
their project going underground is the service line, and therefore there's
no difference in cost if conduit were to be installed.
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