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:11/29/2022

  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 signed up for Consumers Energy appliance service plan. They add $45 monthly to my electric bill. I do not recall receiving anything explaining their coverage. My dishwasher (3 yrs old) stopped working this summer after several months of paying into their plan. I called for service. Tech came out and could not determine why so ordered parts. He came 2 more times with parts & then announced he could not fix.I called the plan only to learn nothing else would be done - no financial assist to replace, no alternate service tech. I asked to cancel such a plan. I was told i could not cancel until i had paid into it a year! My sign up date is Christmas Eve. I have big reminder signs to call that exact day & stop it. I have been handwashing dishes for months now. I could have used these ridiculous premiums to replace my dishwasher.

  

  Business Response

  Date: 12/05/2022

  11/30/2022 11:04:15 EST (BWMORGAN)
  CUSTOMER INFORMATION
  *************************
  Account Number: 6011
  7399 ******************************** *************
  Dates of Service: 10/23/2012 - Present
  Email Address On-File: *********************
  Email Address Provided: *********************
  - Provided to the *** Complaints Group
  CUSTOMER CONTACT SUMMARY
  - Left message on 11/30/2022 at 11:16 AM, at phone number ************
  11/30/2022 14:15:25 EST (BWMORGAN)
  - Assigned to ***********************
  12/02/2022 07:55:35 EST (BWMORGAN)
  - Sent a friendly reminder to *********************** this complaint is due Monday
  - In the reminder I let him know that *********************** appears to be out
  through 12/07/2022
  12/05/2022 09:16:07 EST (BWMORGAN)
  - ****** provided an update on 12/05/2022:
  I have asked Field support to draft a letter to the customer this morning
  if they cannot make contact with them.
  12/05/2022 10:46:29 EST (BWMORGAN)
  - *************************** sent a letter for closure on 12/05/2022
  December 5, 2022
  Hello ****************,
  I am reaching out to you to discuss the complaint filed regarding your
  dishwasher repair. Since speaking with you on Thursday 12/1/2022, I have
  made 2 more calls to the phone number of ************, that have been
  unsuccessful. We value your business and take your concern seriously and
  have reviewed your account.
  I have spoken with Jet Appliance about the repairs needed for the
  dishwasher. They indicated that the interface on the dishwasher needs to
  be replaced. The tech did mention that he CANNOT guarantee this is going
  to fully resolve the issue. He also believes that the heater inside the
  dishwasher is the reason the breaker keeps tripping in the garage. We
  would like to offer the following options:
  1. Attempt to repair the dishwasher (tech cannot guarantee)
  2. Provide you with a check in the amount of $300 to help towards
  the purchase of a new dishwasher.
  I hope this information has resolved your concerns. It has been my
  pleasure to assist you & speak with you on the phone. Your patience has
  been greatly appreciated. Please let me know if there is anything further
  that I can do to help you. Thank you for the opportunity to assist you
  with your inquiry.
  Respectfully,
  ******************************
  Field Support Tech
  Cell: ************
  SUMMARY OF RESOLUTION
  - Address dishwasher repair - explain why it wasn't repaired.
  Resolution: the interface on the dishwasher needs to be replaced. The
  tech did mention that he CANNOT guarantee this is going to fully resolve
  the issue. He also believes that the heater inside the dishwasher is the
  reason the breaker keeps tripping in the garage.
  12/05/2022 12:42:48 EST (BWMORGAN)
  - Address the customer's request to cancel the service/refund their
  money.
  Resolution: Canceling the program was not offered, but we did offer to
  attempt to repair the dishwasher further, not guaranteeing the fix would
  solve the issue. We also offered to provide a $300.00 check toward the
  purchase of a new dishwasher.
  12/05/2022 15:08:08 EST (BWMORGAN)
  - Follow-up Call: Left message on 12/05/2022 at 3:07 PM, at phone number
  ************.
  Corporate Complaint closed 12/05/2022
  
  

  Customer Answer

  Date: 12/06/2022

  [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 one of their suggested resolutions would be satisfactory to me.
  

  
  ******* named ***** is showing in her communication with you a wrong phone #  with digits transposed (399 rather than 933) so thats probably why her subsequent calls have been unsuccessful.  She had the right # as her 1st call reached me so apparently switched it after that call.
  
  i would prefer the allowance towards a replacement of $300 as opposed to another attempt to fix after all the money already spent on it.

  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 14 2022 the consumer energy pole that was in my yard fell across the road no one touched it, no one hit it, it just fell , now they are trying to charge me for it. I have tried to contact them repeatedly no response. Can you help me with this issue.Regards *****************************

  

  Business Response

  Date: 11/15/2022

  11/09/2022 12:42:17 EST (BWMORGAN)
  CUSTOMER INFORMATION
  *******************************
  Account Number: 7838
  3375 **********************************************
  Dates of Service: 12/1999 - Present
  Email Address On-File: ****************
  Email Address Provided: ****************
  - Provided to the Damage Claims **************** and ***********************
  CUSTOMER CONTACT SUMMARY
  - Left message on 11/09/2022 at 12:45 PM, at phone number ************
  11/10/2022 09:13:39 EST (BWMORGAN)
  - Sent a request for acknowledgement to Cardi
  11/10/2022 09:22:28 EST (BWMORGAN)
  - ***** replied on 11/10/2022:
  Yes, I have received the attached complaint and will reach out to the
  customer once I have done a thorough review.
  11/14/2022 09:50:30 EST (BWMORGAN)
  - Sent a friendly reminder to Cardi this complaint is due tomorrow
  11/15/2022 08:01:31 EST (BWMORGAN)
  - Cardi provided a resolution on 11/14/2022:
  After several voicemails left to reach customer ***** she did call me back
  later today. Due to police not being able to identify the contractor on
  site, per police report. I explained to ** this is why she was billed for
  the 3rd party damage. ** understood **#s actions. ** stated she was not
  aware contractor admitted cutting wires nor that police had tried to
  contact her to get more information. ** also stated her phone does not
  ring so she sometimes misses her calls. ** did give me solar panel
  contractors information. Damage Claims will cancel **#s bill and possibly
  rebill to the responsible party (customers contractor). Copy of police
  report is attached for file.
  11/15/2022 08:53:24 EST (BWMORGAN)
  - Cardi spoke with the customer on 11/14/2022 at 4:28 PM
  - Follow-up Call: Left message on 11/15/2022 at 9:05 AM, at phone number
  ************
  11/15/2022 11:26:19 EST (BWMORGAN)
  SUMMARY OF RESOLUTION
  - Address fallen pole.
  Resolution: The pole fell because a 3rd party contractor cut lines
  attached to the pole. We do not know why the contractor cut the lines
  attached to the ** owned pole.
  - Address lack of response.
  Resolution: The contact center provided the incorrect information as to
  who was handling the damage claim.
  - Please address customer responsibility - explain.
  Resolution: The customer was originally billed because they paid for the
  work to be completed. The customer was not aware the contractor admitted
  to causing the damage, via the police report. Consumers will cancel the
  bill to the customer and possibly bill the Contracting company, Enphase
  Energy Systems.
  Corporate Complaint closed 11/14/2022
  
  

• Initial Complaint

  Date:11/08/2022

  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 bought a complete house service plan through Consumers Energy In July 2022. After a power outage Friday 11/3 we noticed our refrigerator control panel was not working. So I called for service. The technician was here 11/8 and as soon as I told him we had lost power on 11/3 he stated that he could not go further because Consumers Energy would not pay for repairs. I dont believe when I signed up for this service that anywhere it was stated that this plan does not cover protection if Consumers has a power outage. The power outage was not because of a storm.

  

  Business Response

  Date: 11/14/2022

  11/09/2022 11:45:59 EST (BWMORGAN)
  CUSTOMER INFORMATION
  WILL H HALL
  Account Number: 0053
  ***** SILVERWOOD ***************
  Dates of Service: 08/22/2015 - Present
  Email Address On-File: *****************
  Email Address Provided: *****************
  - Provided to the ***************** Plan (***) Complaints Group
  CUSTOMER CONTACT SUMMARY
  - Spoke with ************ on 11/09/2022 at 12:00 PM
  - I verified he had spoken with the *** group before
  - He said that the tech didn't even try to look into the issue further
  after he flipped the breaker and hoped he'd do more to verify it was a
  power surge issue
  - I let him know we would investigate further, and the *** group will
  follow-up with him within 3 business days
  - He thanked me for calling
  11/10/2022 09:07:48 EST (BWMORGAN)
  - Sent a request for acknowledgement of receipt to the *** Complaints
  Group
  11/10/2022 09:26:47 EST (BWMORGAN)
  - Assigned to ***********************
  11/14/2022 08:51:39 EST (BWMORGAN)
  - Sent friendly reminder to ****, this complaint is due tomorrow, on
  11/14/2022
  11/14/2022 11:43:54 EST (BWMORGAN)
  - Received a resolution on 11/14/2022:
  11/10/2022 at 10:43 AM *************************** spoke to the customer. ************
  understands that repairs due to surges/power outages are not covered under
  our Terms and Conditions but he was upset that the contractor just walked
  away as soon as he said it was a power outage. The technician never
  looked at the unit or made any diagnosis to confirm that the issue was
  from an outage. He would have thought that the technician should have
  looked at the unit and at a minimum provide him a diagnosis and estimated
  cost for the repairs. He was upset that he pays for this plan and now
  would have to call another provider to start back over at the beginning
  for the repair to be made. ***** apologized for the inconvenience and
  offered to schedule another appointment for a technician to look at the
  unit and the customer was happy with this offer.
  A work order was created for 11/11/2022 and ***** spoke to ***** at
  **************************** to explain the situation to him. ***** was
  made aware that we needed to confirm if the damage was caused by an
  outage/surge, what the diagnosis was, and the estimate to make the
  repairs.
  The contractor confirmed after their visit on 11/11/2022 that there are
  two electrical boards that have gone bad. One of the boards is for the
  dispenser and is no longer available, and the second board is available,
  and it would be around $400.00 for the repair. Due to the issues that Mr.
  **** has had with the ***************** Plan we have agreed to have this
  repair made and covered under his plan. The customer is happy with this
  and is understanding that his dispenser will still not be working. They
  are currently dealing with major hurricane damage at their winter home in
  ******* so the repairs will be completed later this week when they return
  from *******.
  SUMMARY OF RESOLUTION
  - ************* outage- *** - Damage to refrigerator.
  Resolution: Upon inspection by a contractor, the electrical boards that
  are not working are very likely caused by a power outage/surge.
  - Address denied repair - explain.
  Resolution: Labor, materials, and parts required due to power
  outages/surges are not covered under the ***************** Plan per our
  Terms and Conditions. In light of customer service, we are going to
  repair one of the circuit boards.
  - Follow-up call: Spoke with ************ on 11/14/2022 at 11:46 AM. He
  said that CE went above and beyond to resolve this with him, and he was
  happy with the resolution.
  Corporate Complaint closed 11/11/2022
  
  

• Initial Complaint

  Date:11/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Consumers energy unhooked my gas service while I was at work so they could do repair work on a gas line. When they were done they didn't hook it back up. I called them and they said maybe they could send someone out by midnight. Are you kidding me! I just worked 10 hours. I need a hot shower. I need to dry clothes from the laundry. And it's November. It gets cold and now I have no heat. When I called them they didn't seem to take my call seriously. Like they didn't care. This is unacceptable.

  

  Business Response

  Date: 11/09/2022

  11/02/2022 07:09:13 EST (JAGATES)
  CUSTOMER INFORMATION:
  *********************
  Account # ****
  439 ************* ****************** ** 48458-1459
  Dates of service: 05/17/21 - present.
  Email address: **********************
  11/02/2022 14:36:52 EST (JAGATES)
  RELEVENT ACCOUNT INFORMATION:
  - Customer enrolled in the Budget Plan on 01/27/22, effective with the
  March 2022 billing cycle. The initial Budget Plan amount was $182.00. This
  was increased to $281 with the July 2022 billing cycle. On the October
  billing cycle, the customer was notified that the budget plan amount would
  be changing to $403.00 with the November 2022 billing cycle.
  11/02/2022 15:33:40 EST (JAGATES)
  I have reached out to the ************************* team for assistance as
  a *** had spoken to the customer on 11/01/22 and possibly changed the
  customer's Budget Plan amount.
  CUSTOMER CONTACT SUMMARY:
  11/02/22: 2:44 PM - I called ********** and got voicemail. I left a
  message with my contact information, advising that her concern was being
  looked into and we would follow up as soon as possible.
  11/09/2022 08:06:52 EST (JAGATES)
  - *********** Center Supervisor did review the customer call recording.
  Customer called to inquire about the increase in the Budget Plan monthly
  payment amount. The *** explained the increase and adjusted the plan
  amount back to the previous plan amount (this is not the preferred path to
  resolve Budget Plan increases). The *** could have done a better job
  explaining why the plan amount was adjusted, however this was not the root
  cause of the customer's complaint.
  11/07/22: 5 pm - ******* Center supervisor called and spoke with the
  customer regarding her concerns about the budget plan.
  - She stated that the *** did an excellent job of assisting her and
  explaining the budget plan to her. She feels that the Budget Plan name is
  misleading as increasing it every 4 months does not help with a budget.
  - The supervisor went over the plan details regarding how it worked as
  well as the recent rate changes (price increase of natural gas) that
  contributed to the changes as well as the 4-month review for the past 12
  months of service, just to make sure the customer was still understanding.
  - The customer decided to be removed from the Budget Plan and will pay her
  balance in full by Nov. 28th as it is lower than what she would have paid
  on the budget plan, then pay her monthly charges after that.
  SUMMARY OF RESOLUTION:
  - ADDRESS BUDGET PLAN INCREASE: The Budget Plan was increased due to the
  increase in natural gas prices to prevent the customer from accruing a
  large balance that would need to be paid in full in the future.
  COMPLAINT CLOSED 11/07/22
  - FOLLOW UP:
  11/08/22: 11:22 AM - I called and got voicemail. I left a message
  indicating that I was following up to ensure that all concerns were
  addressed by the ******* Center Supervisor, asking that she call me if
  there were any additional questions.
  
  

• Initial Complaint

  Date:10/27/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i found out today that consumers has sold a debt for a bill i have paid in full! my service was setup on auto pay, they claim now that i still owe the bill that was paid in full! they have made 0 attempt to contact me and can not prove they did in any way. i have two other account with them one of witch the service was transferred to. no calls no letter but now they are trying to destroy my credit! this monopoly has commited fraud on a daily basis against the citizens of this state!

  

  Business Response

  Date: 11/07/2022

  10/28/2022 09:11:38 EST (RNRICHAR)
  CUSTOMER INFORMATION:
  ***************************
  Account number: *********************************************************** 48116-5194
  Dates of service: 05/09/2016 to present
  Email: ***********************
  RELEVANT ACCOUNT INFORMATION:
  *************************** **************** account)
  Account number: 6577
  ***** ********************** ********** ** 48178-9147
  Dates of service: 11/08/2018 to 02/29/2020
  Final bill amount: $188.68 due on 03/23/20
  $188.68 payment was declined on 06/19/20 at 1:05 pm when attempted online
  Auto pay on this account was declined on 10/25/19 and 11/22/19 and the
  last payment posted on the account was $200.00 made on 01/02/20 via
  authorized paystation.
  02/03/20 - Move out order was created with the following final bill
  address: **************************************************************************** - a final ***************** was mailed and a call was attempted (not
  completed)
  10/28/2022 14:08:51 EST (RNRICHAR)
  CUSTOMER CONTACT SUMMARY:
  10/28/22 - 2:09 pm - I left a voicemail message for ************************* at phone
  number ************ - letting him know that I have his inquiry placed with
  the Eastern Better Business Bureau (BBB) regarding concerns with a closed
  account. I provided my phone number for him to call back.
  11/01/2022 12:27:35 EST (RNRICHAR)
  ADDITIONAL INFORMATION PROVIDED BY ********* HOUSE IN COLLECTIONS/CREDIT:
  I heard back from all 3 collection agencies.. This customer has been
  contacted multiple times as both a DA (delinquent account) and UA
  (uncollectable account).
  CBCS/Revco:
  ************** was sent letters from us on
  5/13/2020
  6/17/2020
  7/18/2020
  We made 6 attempts to call him but never actually spoke with him.
  ******:
  Assigned 08-03-2020
  08-06-20 07:50AM *********** (Letters)
  09-09-20 07:40AM SNT NTC NO-REQN
  08-***** 08:45AM IC/PD/SIT-RES ********** |CTCenter (Phone
  attempts)
  08-13-20 12:53PM IC/PD/SIT-RES ********** |CTCenter
  08-15-20 02:07PM IC/PD/SIT-RES ********** |CTCenter
  08-20-20 06:07PM IC/PD/SIT-RES ********** |CTCenter
  08-22-20 08:26AM IC/PD/SIT-RES ********** |CTCenter
  08-25-20 08:16AM IC/PD/SIT-RES ********** |CTCenter
  08-27-20 08:03PM IC/PD/SIT-RES ********** |CTCenter
  08-29-20 08:56AM IC/PD/SIT-RES ********** |CTCenter
  08-31-20 02:47PM IC/PD/SIT-RES ********** |CTCenter
  09-04-20 06:38PM IC/PD/SIT-RES ********** |CTCenter
  Radius:
  Initial demand SIF offer letter was sent 4/5/2021, no calls inbound or
  outbound.
  11/02/2022 14:42:13 EST (RNRICHAR)
  11/02/22 - 2:48 pm - I left another voicemail message for ************************* at
  phone number ************ - letting him know that I am still available to
  discuss his concerns. I also confirmed that I have his email address and
  can follow up via email as well with the details of my investigation.
  11/04/2022 17:06:46 EST (RNRICHAR)
  11/04/22 - Having not heard back from the customer, I sent the following
  email to ***********************:
  "Good afternoon **************,
  Thank you for your Eastern Better Business Bureau (BBB) inquiry regarding
  the account at ************************************************************************. I understand you
  have some concerns about the collection activity on this closed account.
  I was able to look into your concerns and found that the final bill was
  due on 03/23/20 in the amount of $188.68. From May 2020 up through April
  2021 both the company and our collection agencies tried to collect the
  final bill amount with both mailed letters and attempted phone calls. We
  did find that a payment on 06/19/20 in the amount of the final bill was
  declined when attempted online. If you have proof that the payment was
  withdrawn from your account on that date or any date since then, please
  provide a copy of the statement from your financial institution and we
  will be able to investigate further.
  I regret I have been unable to connect with you over the phone, and 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
  **********************
  **************
  *********************************************************"
  SUMMARY OF RESOLUTION:
  - (*Address debt owed) The final bill of $188.68 is still unpaid
  on the customer's closed accounts.
  - (*Address if went to collection agency # responsibility) The
  debt of $188.68 is still delinquent and can be paid through Consumers
  Energy or the collection agency. In addition to the final bill, reminder
  notices and collection calls have been attempted (see history above)
  through both mailed letters and phone calls.
  CLOSING CUSTOMER INQUIRY AS OF 11/04/22.

  Customer Answer

  Date: 11/08/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  the information they have provided is not ture, i have called multiple time and left messages they never return the call! i have emailed him and asked for proof of said **** , they refuse to respond to me or provide any proof that i have a bill or why they have made 0 attempts before i opened this complaint. i have contacted them multiple times and refusing to provide any documentation they i actually owe a dollar is very upsetting! this monopoly needs to do its job!
  
  Regards,
  
  *************************

• Initial Complaint

  Date:10/21/2022

  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 signed up for the appliance repair coverage and when i used it was advised they could not repair my a/c and they needed to replace. I then got my own repair man out and had the a/c repaired. I called to cancel my plan on 9/22/22 and was told it would be cancelled. I find out this week that it was not cancelled. I called and was told i had to pay for the cost of the service call in order to cancel. This was not told to me on 9/22/22 when i called even though I told the rep I had a service call and they would not repair and only replace a/c. When speaking with a supervisor even though i advised the plan was cancelled and they have the call recorded, they are telling me i have ti pay the service call before i can cancel.

  

  Business Response

  Date: 10/27/2022

  10/21/2022 15:21:00 EST (BWMORGAN)
  CUSTOMER INFORMATION
  *********************************
  Account Number: 6127
  ***** ************** ***********
  Dates of Service: 09/15/2009 - Present
  Email Address On-File: *****************
  Email Address Provided: *****************
  - Provided to the *** Complaints Group
  CUSTOMER CONTACT SUMMARY
  - Spoke with **************************** on 10/21/2022, at 2:53 PM
  - She verified her concerns regarding her *** interactions and
  billing/cancelation
  10/24/2022 09:56:58 EST (BWMORGAN)
  - Assigned to *******************************
  10/26/2022 11:08:11 EST (BWMORGAN)
  - ******** provided a resolution on 10/25/2022:
  10/24/2022 at 2:00 PM ******************************* spoke to **********************************
  ******** apologized that we were not able to fix the unit and explained
  how the program worked. ******** advised the customer that due to the
  circumstance she would cancel the *** back to the original requested date
  of 9/22/2022. **************************** was happy with this and would like a follow
  up on 11/30/2022. ******** will contact her then.
  SUMMARY OF RESOLUTION
  - Address not covering A/C Repair.
  Resolution: We apologized that the technician was not able to fix the
  unit.
  - Address being told plan was canceled on 09/22/2022.
  Resolution: We do not see a record of a call, but we advised the customer
  that we would cancel *** back to that date.
  - Address responsibility of paying for cost of repair prior to canceling.
  Resolution: Advised that when the plan is used within the first year if
  the customer would like to cancel, they need to pay the service call fee
  or finish out the rest of their contact year, whichever is less. In this
  case no repair was completed, so we will waive this requirement and allow
  the customer to cancel.
  - Address refund of plan amount.
  Resolution: Agreed to backdate the plan back to 09/22/2022.
  - Address what is needed to cancel the plan.
  Resolution: The plan has been canceled as of 09/22/2022.
  - Follow-up call: Spoke with **************************** on 10/26/2022, at 11:16
  AM. I verified the ***************** Plan (***) was canceled, back to the
  date of 09/22/2022. She was happy with this and confirmed that any
  payments made to the *** would be credited within the next 2 billing
  cycles.
  BBB Complaint closed 10/25/2022
  
  

• Initial Complaint

  Date:10/15/2022

  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.

  Good afternoon,Id like to share my troubling experience with Consumers Energy. Overnight Friday, October 7, power went out to some houses (not mine-I have BWL electricity) in my neighborhood. Consumers had their crews out cutting trees by 6:30 AM. Some of the trees they obliterated landed in my yard. These are 30+ foot, huge branches that they just left. I have since contacted them on three different occasions. Each time they tell me they are not responsible to clean up any of their mess. I am wondering how can it be legal to cause damage to somebodys property, and not be liable? The trees they cut were not mine. They were a neighbors that hung onto my property. Now I have to endure the financial responsibility to get rid of these. I am willing to submit pictures of my property line, the trees, and the branches that are still in my yard. I am a single woman, without a chainsaw, or any way to dispose of said branches.Thank you,**********************************

  

  Business Response

  Date: 10/19/2022

  10/17/2022 09:53:52 EST (JAGATES)
  CUSTOMER INFORMATION:
  **********************************
  Account # ****
  3701 ************ ******* ** 48906-9264
  Dates of service: November **** - present.
  Email address: *****************
  10/17/2022 09:58:42 EST (JAGATES)
  THIS HAS BEEN ASSIGNED TO FORESTRY FOR RESOLUTION.
  CUSTOMER CONTACT SUMMARY:
  10/17/22: 9:59 AM - I called ********** and got voicemail. I left a
  message indicating that the concern has been received and forwarded to the
  responsible management team for resolution.
  10/17/2022 12:59:12 EST (JAGATES)
  - This was assigned to ********************
  10/19/2022 14:10:07 EST (JAGATES)
  10/18/22: 11:10 am - *******************, Forester, spoke to **********************************.
  - Discussed her concerns regarding the debris that was left from power
  restoration efforts on October 7th, 2022.
  - There was a 135 customer outage related to the wires that run through
  ****'s back yard, as well as through the yard of her neighbor.
  - In order to make repairs and restore power, a number of the customer's
  trees needed to be cleared from CE lines.
  - Per policy, any restoration debris is the responsibility of the
  customer. However, due to the extensive clearing that was needed in the
  area, **** did agree to have the brush chipped and cleared from the
  backyards.
  - **** was very pleased that we were going to clear up the debris and is
  now aware of CE policies relating to restoration work.
  - The debris was removed the same day.
  SUMMARY OF RESOLUTION:
  - ADDRESS TREE CLEAN UP AFTER OUTAGE: There was a 135-customer outage
  related to the wires that run through the backyard of ******************************,
  as well as through the yard of her neighbors#. In order to make repairs
  and restore power, a number of the customers# trees needed to be cleared
  from our wires. Per policy, any restoration debris is the responsibility
  of the customer.
  - ADDRESS RESPONSIBILITY: Per policy, any restoration debris is the
  responsibility of the customer. However, due to the extensive clearing
  that was needed in the area, we did agree to have the brush chipped and
  cleared from the backyards.
  COMPLAINT CLOSED 10/18/22
  FOLLOW UP:
  10/19/22: 2:15 pm - I called ********** and got voicemail. I did not leave
  a message and instead am sending the following email:
  Dear *****************************,
  I understand that our **************************, spoke to you regarding your concerns
  about tree debris left after restoration efforts in your neighborhood
  after a recent power outage. I#m following up to ensure that **** was
  able to address all of your concerns and that you are satisfied with the
  resolution. Please feel free to reach out to myself or **** if you have
  any additional questions or concerns regarding this matter.
  Sincerely,
  *********************, Executive Customer Advocate
  Office: ************ | Fax: ************
  *************************************************** | www.ConsumersEnergy.com
  
  

  Customer Answer

  Date: 10/20/2022

  [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:09/28/2022

  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.

  In the mail on 9/24/22 I received a nonenergy invoice stating that I owed ****** for investigation costs. I knew nothing about an investigation and no one talked to me about this prior to receiving this bill. I found out after calling that it is because someone called and said they saw me at the meter pulling a socket. Which is an untrue statement. I live in a condo community and all our electrical boxes are on my one neighbors side. The same female neighbor who called the police on your technician who came out to check my power on Father's *** (6/19/22) after I lost power but none of my neighbors did (to which she finally said no one talked to her about anyone coming out and touching those meters). During that visit (6/19/22) your technician also informed me and showed me that there is a breaker switch out there on the meter that was off and just needed to be switched on which is something I was told I could do if needed in the future. On 8/5/22 I lost power again and my neighbors had power. So I went outside as I was showed last time and flipped the switch and it flipped back off, so I tried again and it did the same thing so I went back inside and made another report with consumers. I received a call from consumers and was told by the employee that they can see power going to my meter and I should go flipped the switch. I informed him I did as shown during the last visit and it did not work. He next informed me this is an internal issue than. After turning off all appliances that were running on that hot day when I lost power I went back out and flipped the switch and it worked. I never once touched anything other than the switch I was showed. But I get this invoice and no one ever talk to me/showed(spoke with caller). I was told there is some tamper seal that is broke and since it is my place I am responsible. But had I reported it to police or an electrician did it I would not have received a bill. I knew nothing about a tamper seal nor was it ever mentioned.

  

  Business Response

  Date: 10/03/2022

  09/28/2022 16:25:22 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  *******************************
  ACCOUNT NUMBER: 7700
  1114 ************** *********** ** 48439-8043
  Dates of Service: August 31, 2017 - Present
  Email Address: **********************
  **********
  CUSTOMER CONTACT SUMMARY:
  9/28/******* pm
  I called ***************************** at ************ and left a voicemail telling her
  we received the inquiry she placed with the Better Business Bureau
  regarding investigation costs. I explained I needed to look into her
  concerns and would follow up within the next few business days. I also
  left my call back number.
  9/28/22 - sent email to Theft investigator for information regarding the
  investigation/charges.
  09/30/2022 10:19:13 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  Outage order 06/19/22 - non-outage
  Outage order 08/05/22 - non-outage
  Notes on order from 8/5/22 from customer: Same thing happened on Father's
  Day and everyone around me had power and I did not. He showed me what to
  flip outside and it worked.
  Notes from ESW (electric service worker) from 8/5/22: Meter ping is good,
  spoke with customer, she is going to consult an electrician. Tries
  disconnect below meter and keeps tripping
  Meter was replaced on 7/26/22 as it was non-communicating.
  Per Theft investigator, Brie, on 8/18/22 a tip was received that ****** is
  going outside to the meter socket and was concerned she was stealing.
  On 9/15/22 a Theft field investigation was done at the location and he
  found the service was on with a cut blue seal (tamper seal) and no visible
  signs of bypass, jumpers or damage at this time. He left the service on
  with a new tamper proof ring.
  The customer was billed an investigation fee of $157.95 for meter
  tampering because of the cut blue seal.
  **********
  CUSTOMER CONTACT SUMMARY:
  9/28/******* pm
  I called ***************************** at ************ and left a voicemail that I
  received the inquiry she placed with the BBB regarding investigation fee
  she was billed. I told her I needed to review her account and would call
  back within the next few business days.
  9/30/22 10:57 am
  I called ******************** at ************ and left a voicemail telling her
  I've had a chance to review her account and speak with the Theft
  investigator. I asked that she return my call to go over her concerns and
  left my call back number.
  09/30/2022 12:12:11 EST (DJLOUCKS)
  12:13 pm
  ******************** called me back while I was unavailable and I returned her
  call at 12:13pm. I told her I've had a chance to review her account and
  spoke with the theft investigator assigned to her case. I explained we
  had received a tip that there may have been theft of energy, which is a
  huge issue for utility companies and a field investigation was completed
  on 9/15/22. Our field investigator found the blue seal that we attach to
  meters was cut and removed which is considered meter tampering. Because
  we did an investigation and found the tampering she was billed the
  investigation costs.
  I told her that I had seen the two outage orders she had called in and
  also that we had replaced her meter for non-communicating on 7/26/22. Ms.
  ******** said she is pretty sure a neighbor she doesn't get along with
  called in and reported this. She said the only thing she had done was
  flip the breaker that is on the meter and hadn't tampered with anything.
  She stated that maybe when the meter was exchanged the seal was cut and
  not replaced. I explained we had a ESW out after the meter was exchanged
  on 8/5/22 and the seal was not reported cut or missing at that time.
  After much discussion I agreed to remove the theft charges as a one time
  courtesy. She is aware if the seal is found cut or missing again in the
  future she will be billed for the investigation. She thanked me and we
  ended the call.
  **********
  SUMMARY OF RESOLUTION:
  9/30/22
  ADDRESS THEFT NOTES - INVESTIGATION COST/BILL - EXPLAIN:
  After a neighbor called in a tip a theft investigation was completed on
  9/15/22. The investigator found the blue seal lock cut and removed from
  the meter. He placed a tamper proof ring on the meter. The customer was
  billed for the investigation. As a one time courtesy the investigation
  fee of $157.95 has been removed.
  CUSTOMER INQUIRY CLOSED AS OF 9/30/2022

  Customer Answer

  Date: 10/06/2022

  [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:09/20/2022

  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.

  We just moved into our home in April. I was in the hospital at the time due to COVID then I had a stroke. So my son tried to get consumers on in his name. Instead of telling him he was to ***** they put it in my name. Instead of just starting the service. They added a bill from a previous address. Frome which they failed to turn off service when I asked them to. Which gave me an outstanding bill. They also added a bill that was in my other son's name claiming it was in my name which it was not in my name at all. So when I get out the hospital I got a stack of bills with my name on it from other addresses but addressed to my current address. When I called that's when they said my son was to ***** to have it in his name. That's why they put it in my name and added the **** from a previous address. When asked about the bill in my other son's name they said that it was in my name from March 2021 to April of 2022 I said it was not in my name. The bills all came in his name. She we can't handle things like that in customer service. That the fraud department put it in my name. When asked to speak to them she switched me over to only get a voice mail I'm still waiting on a call back. Now my service is off. I don't understand how they feel a person can pay that high a bill. Especially with prices of everything else going up.

  

  Business Response

  Date: 09/23/2022

  09/20/2**2 15:42:55 EST (JCJOHNSO)
  CUSTOMER INFORMATION
  ***************************
  ACCOUNT #: 8262
  450 ********* ******* ** 48601-20**
  Dates of Service: 04/04/2**2 - Present
  Email: ***********************
  RELEVANT BACKGROUND INFORMATION
  - ******************** spoke with ************** at approximately 1:30 PM
  today, 09/20/2**2, and advised her of her responsibility as leaseholder at
  the addresses in question. Payment arrangements were offered to restore
  service with a lower payment. Customer advised that she will seek
  assistance.
  CUSTOMER CONTACT SUMMARY
  09/20/2**2 | 3:07 PM
  - I contacted ************** on 09/20/2**2 at ************ to discuss the
  billing concerns she submitted to the Better Business Bureau ("BBB") and
  reached her voicemail. I left a message with my contact information and
  verified that she was able to speak to our **************** today
  regarding her concerns and what we can do to restore service for a lower
  amount. I asked that she call me when she's available to confirm she does
  not need further assistance.
  - I've sent this information to ********************************************************
  to get additional background on this situation.
  09/23/2**2 08:51:34 EST (JCJOHNSO)
  RELEVANT BACKGROUND INFORMATION
  Prior accounts:
  ***************************
  ACCOUNT #: ****
  **** ********* ******* ** 48601-4513
  Dates of Service: 09/29/2015 - **/**/2018
  ***************************
  ACCOUNT #: 5495
  **** ********* ******* ** 48601-70**
  Dates of Service: 11/14/2019 - **/**/2**0
  ***************************
  ACCOUNT #: 3546
  2014 *************** ******* ** 486**-5143
  Dates of Service: **/20/2**0 - **/20/2**2
  - The customer's current balance totals $4,365.19, $4,151.57 of which is
  past due.
  Our ************************* provided the following background on our
  findings:
  **********
  06/07/2**2
  *************************** ** ********** OWES $ ******, **# ****, FROM ****
  ********* ******* (09/29/2015 TO **/**/2018).
  *********************** ** ********** OWES $ ********, **# ****, 2014 ****************** ******* (**/20/2**0 TO **/20/2**2) HAS NOTE ON **: 01/08/2**1 -
  RECEIVED ADDITIONAL NAME REQUEST FORM AUTHORIZING *************************
  SPOKE TO *** / ************** PROPERTY MANAGEMENT LLC AT ************ AT
  1:50 PM
  # REGARDING ************************************************************ JUST EVICTED "HER" AND TO
  CALL ADMIN ASSIST ******* AT ************ FOR THE INFORMATION.
  - LEFT MESSAGE FOR ****** AT ************ AT 1:52 PM.
  - SPOKE TO ****** # STATES ***** HOLDER / PRIMARY ***** HOLDER WAS *******
  *****. ******* DID WANT SON ****** ON ***** # CLAIMED HE WAS 18 AT THE
  TIME. ONLY CREDIT WAS RUN ON ******* AS SHE WAS PRIMARY. COURT EVICTION
  JUDGEMENT.
  - FOUND COURT EVICTION # STATES ************************* AND ALL OCCUPANTS FOR 2014
  ***************, ******* ADDRESS. DID FIND ADDITIONAL COURT EVICTION FOR *******
  ***** AND ALL OCCUPANTS FROM 2**0 FOR *************************************** (SERVICE
  THERE WAS UNDER *********************** AS WELL).
  06/07/2**2: LEFT GENERIC MESSAGE FOR ***************************** AT ************ AT
  2:10 PM # FEMALE#S PHONE # DIDN#T GIVE NAME - NOT ABLE TO APPROVE SERVICE
  FOR ***************************** AS HE IS STILL A MINOR. REVERSED MOVE IN.
  450 *********, *******
  - PROCESSED MOVE IN AT **********************, ******* UNDER ************************* AS OF
  04/04/2**2. TRANSFERRING $ ****** UA balance.
  - REBILLING CONSUMPTION AT ***************************** FROM ****** TO ******* # ******
  WAS POSSIBLY A MINOR AT TIME OF MOVE IN AND ******* WAS ***** HOLDER. THE
  SAME WAS DONE WITH **** *********, *******.
  - OUR RESEARCH DOES PUT ************************* AT THOSE ADDRESSES. ALSO SHOWS
  SOCIAL SECURITY NUMBER ON ACCOUNT FOR *********************** MIGHT NOT BE HIS #
  BROUGHT UP *************************** AND SOCIAL SECURITY NUMBER ISSUED IN **********
  IN 1999.
  09/20/2**2: SPOKE TO *************************** AT ************ AT 1:34 PM #
  EXPLAINED SHE WAS THE ***** HOLDER AT *****************************, ******* AND
  *********************** WAS POSSIBLY A MINOR (******* STILL DIDN#T VERIFY ******#S
  AGE AND NO ID PROVIDED FOR ****** TO VERIFY AGE) SO SHE WAS REBILLED FOR
  CONSUMPTION AT 2014 ******.
  - ADVISED **********************, ******* WAS PUT IN HER NAME BECAUSE AGAIN
  SON ******************************* WAS A MINOR AND WE ARE NOT ABLE TO APPROVE SERVICE
  FOR A MINOR. ADVISED WE ARE WILLING TO MAKE PAYMENT ARRANGMENTS OR NEEDS
  $385 FOR SPP ENROLLMENT TO RESTORE SERVICE.
  - SHE WILL SEEK ASSISTANCE OR SEE HOW MUCH OF THE $385 SHE CAN COME PAY
  FOR TN.
  **********
  CUSTOMER CONTACT SUMMARY (cont.)
  09/23/2**2 | 9:37 AM
  - I sent the following email to *********************** to confirm the
  information that was provided on 09/20/2**2:
  **********
  Hi **************,
  I#ve following up on the billing issue you sent to the Better Business
  Bureau regarding service at **************************************. I attempted to reach
  you by phone to discuss this more, but wanted to reach out via email since
  I was unable to make contact.
  I#ve worked with our ************************* to confirm that the charges
  associated with **** *********, ******* (from 09/29/2015 # **/**/2018),
  **** *********, ******* (from 11/14/2019 # **/**/2**0), and 2014 ******************, ******* (from **/20/2**0 # **/20/2**2) were correctly rebilled in your
  name since you were the primary leaseholder and we cannot bill utility
  charges under the names of your minor children. I understand that we#ve
  verified the billing per the phone call on 09/20/2**2 and you indicated
  that you#re currently working to get assistance for your current balance.
  We#ve offered to set up payment arrangements to help get the service
  restored as well, and the Shut-Off Protection plan can also be enrolled on
  the account to restore the service for a down payment of $385.00.
  Our ************************* will be able to help set up an arrangement
  if you choose to utilize that option, so please contact them if you#d like
  to move forward with a payment plan/arrangement. You can feel free to
  contact me by phone or email as well if there are questions.
  **********
  SUMMARY OF RESOLUTION
  1. Address move in, name and date
  - **********************, ******* # move in 04/04/2**2 per land contract for
  *************************
  2. Address transfer amounts, name, date, amount
  - ***********************, ******* (09/29/2015 - **/**/2018) - $ ****** UA under
  *************************
  - **** *********, ******* (11/14/2019 - **/**/2**0) - $118.20 rebilled
  under ************************* as it was under minor son's name
  - *****************************, ******* (**/20/2**0 - **/20/2**2) # rebilled as it was
  under minor son's name - $2,342.17 was amount after rebill
  3. Address what needs to be paid for turn on and in name
  - We are willing to work with ************** on amount needed for reconnect #
  offered SPP and installment plan and she is also still seeking assistance.
  She is aware that she can contact us to set up arrangements if needed.
  Customer concerns have been addressed.
  Complaint closed 09/23/2**2
  
  

• Initial Complaint

  Date:09/15/2022

  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 to check make sure the wires were grouned.now 4 hrs later my electricity started going on and off.i called consumers energy to say my electricity was out in half the house.When I called in my power outage. Consumers called 5 hrs later and after I said I was having problems. They called to say I need an electrion. I was not having any power outage problems until Consumers came out.

  

  Business Response

  Date: 09/22/2022

  09/16/2022 12:46:55 EST (HRCRAMER)
  CUSTOMER INFORMATION
  *************************
  Account #: 4797
  1534 ******************** ************ ** 49508-8926
  Dates of Service: 12/23/2008-Present
  Email Address: ********************
  CUSTOMER CONTACT SUMMARY
  09/16/2022: I called *********************** (*********************' spouse, authorized) at
  ************ at 12:50 PM and we spoke about her concerns. She stated that
  the power was restored at 8:20 PM and that they'd been without for 3
  hours. I told her our Electric ********************* would be handling her
  inquiry and following up to address her concerns. We ended our
  conversation.
  - Sent email to Electric Operations Complaints requesting
  assignment and resolution with the customer.
  09/21/2022 08:47:39 EST (HRCRAMER)
  09/19/2022: Received the following details from *****************************, Electric
  Operations Supervisor, for closure:
  "Customer called in because they were having some interference with their
  cable and ******* said to call Consumers Energy. An ESW *****************
  worker) responded and hooked up both the Superbeast and the ST800 (both
  voltage equipment) to validate issues on our end. Our ESW had a
  conversation with the customer that everything looks good on our end and
  if they need to have the house grounds checked they would need to hire an
  electrician. As we don#t work on customer#s grounds.
  Coincidentally, a few hours later the customer had part power in their
  home that came back on its own (no further CE resources were sent back
  out). I explained to the customer if outages continue to please call us
  to double check, however any issues they are experiencing are
  customer-owned equipment related.
  After speaking with the customer she indicated they filed the complaint
  because she didn#t have an understanding of what was happening. After our
  conversation she was satisfied."
  SUMMARY OF RESOLUTION
  1. ADDRESS CONSUMERS ENERGY SHOWING UP TO CHECK THAT WIRES
  WERE GROUNDED/PARTIAL POWER/WHAT CUSTOMER NEED FOR REPAIR: Customer called
  in because they were having some interference with their cable and *******
  said to call Consumers Energy. An ESW ***************** worker) responded
  and hooked up both the Superbeast and the ST800 (both voltage equipment)
  to validate issues on our end. Our ESW had a conversation with the
  customer that everything looks good on our end and if they need to have
  the house grounds checked they would need to hire an electrician as we
  don#t work on customer#s grounds.
  Coincidentally, a few hours later the customer had part power in their
  home that came back on its own (no further CE resources were sent back
  out).
  CUSTOMER QUALITY CHECK
  09/21/2022: I called *********************** at ************ at 8:55 AM and we spoke
  about the resolution details. I confirmed the information with her and
  asked if she had any additional concerns - she stated that she didn't. She
  was satisfied with the resolution and we ended our conversation.
  COMPLAINT CLOSED: 09/19/2022
  
  

  Customer Answer

  Date: 09/23/2022

  [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,

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