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

  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

  
• 

  Consumers Energy

  2500 E Cork St Kalamazoo, MI 49001-5085

  

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:08/08/2022

  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 6/14 at 11pm I reported to Consumers Energy there was an outage at my house. Thru text they replied back that they wasn't. Things started blowing at my house so I ran around unplugging everything. It was too late for some things. A 55" TV started smoking, it blew the circuit board in my furnace, the ceiling fan in my kitchen and my stove. I called an Electrician the next morning they came out and a wire had broken on the pole sending 220 instead of 120 into my house. I supplied all the bills to Consumers and the rep told me that my claim doesn't qualify for full reimbursement. I put out over $1300 so far in repairs and they refuse to pay for them even thou it was their wire that caused the damage. I have paid out over $1300 and still have no stove and TV hasn't been replaced. I kept the original text but for some reason can't get it to print. I have almost all the receipts here except for the one for the ceiling fan and the installation of it which totaled about $350. Attached are the bills that I do have with me. They sent $500 thinking I would be satisfied with that.

  

  Business Response

  Date: 08/15/2022

  08/09/2022 11:58:11 EST (HRCRAMER)
  CUSTOMER INFORMATION
  *****************************
  Account #: 9376
  236 Cherokee St ************ ** 49014-5419
  Dates of Service: 03/15/2012-Present
  Email Address: **********************
  CUSTOMER CONT**T SUMMARY
  08/09/2022: I called ***************************** at ************ at 11:57 AM and left
  a voicemail referencing the inquiry and informing her that our *************************** would be handling it and following up to address her
  concerns.
  - Sent email to *****************************, CC'ing ********************* and ****
  Lamb, requesting assignment and resolution with the customer.
  08/15/2022 12:25:41 EST (********)
  08/12/2022: Received the following details from *****************************, Damage
  Claims advocate, for closure:
  "Customer#s neutral was found to be broken, which causes the voltage to
  fluctuate between the two hot legs. Normally, if a house has a good
  ground on their side of service, they will see no fluctuation. This is
  another reason we can deny these types of claims.
  CE (Consumers Enegy) responded the day the customer called in an issue
  with their service and repaired a broken neutral. After investigation and
  getting information from the first responder, it was determined that the
  cause was most likely trees and considered unexpected equipment failure
  which qualifies for a complete denial. *******' claim was only partially
  denied as I agreed in our first conversation to cover repair cost of her
  central air conditioning unit due to the severe heat at that time.
  Customer is now aware that because of the **** characteristics of service
  that CE doesn#t normally cover a customer#s full loss amount.
  6/21: Customer emailed me from my business card that was given to her by
  the first responder. I called ****************** and spoke with her at length
  and created a damage claim for her, #**********. I agreed at this time to
  cover her ** repair, that was all. She was going to email me the
  receipts. By 7/13 she still had not send receipts so I sent her a check
  for $500.00, which is the most I can send without a receipt. Trying to
  give some relief, customer emailed me the receipts on 7/20 which was the
  same day she received the $500.00 check. She emailed me and I explained
  that her claim didn#t qualify for reimbursement but since I had already
  agreed to pay for her ** repair I would stand by that. The additional
  amount of $580.00 was requested for customer she knows she will receive
  this first of next week.
  8/11: Spoke with ******* we fully discussed the process I went through to
  determine if and how much compensation was appropriate for her claim
  including the Characteristics of Service that govern us by the ****. She
  was pleasant and engaged in the conversation and has accepted the claim as
  PIF (Paid in Full) with the additional payment of $581.00.
  I#ve recommended that the company send out information to our customers
  about testing their home electrical grounds to be sure they are adequate.
  I should have called customer about the initial $500 payment instead of
  just sending."
  SUMMARY OF RESOLUTION
  1. ADDRESS POWER OUTAGE: Customer#s neutral was found to be
  broken, which causes the voltage to fluctuate between the two hot legs.
  Normally, if a house has a good ground on their side of service, they will
  see no fluctuation.
  2. ADDRESS DAMAGE CLAIM/REIMBURSEMENT: 6/21: Customer emailed
  ***************************** from the business card that was given to her by the first
  responder. ******* called ****************** and spoke with her at length and
  created a damage claim for her, #**********. It was agreed at the time to
  cover her ** repair. She was going to email the receipts to *******, but
  by 07/13/2022 had failed to do so. ******* sent her a check for $500.00,
  which is the most that can be sent without receipts. ****************** then
  emailed receipts to ******* on 07/20/2022 which was the same day she
  received the $500.00 check. She also emailed ******* and it was explained
  that her claim didn#t qualify for reimbursement, but since she'd already
  agreed to pay for the ** repair, we would stand by that. The additional
  amount of $580.00 was requested for customer she knows she will receive
  this first of next week.
  CUSTOMER QUALITY CHECK
  08/15/2022: I called ***************************** at ************ at 1:27 PM and left a
  voicemail referencing the inquiry and confirming the resolution details. I
  provided ****************** with my contact information in case she had any
  additional concerns she'd like to address.
  COMPLAINT CLOSED: 08/11/2022
  Tell us why here...

• Initial Complaint

  Date:07/26/2022

  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.

  My complaint is in regards to having cable lines ran to my home from ******** The issue at hand is Consumers owns the poles and they need to be made ready. Everything has been paid for back in April for the permits and everything. The only thing we are waiting on is for consumers to come out and make the poles ready. When I contacted customer service to see if I could escalate the project I was told they dont know what Im talking about. The information Im getting from ******* is that they are being told October for the make ready for the poles. This is unacceptable. This project is being held up by your business and needs to be completed so ******* can do there job. I need the line ran to my home because my wife works from home and my kids are going back to school soon. We need internet like asap and your company is the only hold up. ******* has reached out to there contacts for escalation and nothing is being completed. Please finish the job asap.

  

  Business Response

  Date: 08/02/2022

  07/27/2022 09:12:29 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  *********************************
  ACCOUNT NUMBER: ******************************* HOLT ** **********
  Dates of Service: April 22, 2022 - Present
  Email Address: *******************
  **********
  INITIAL CUSTOMER CONTACT:
  7/27/******* am
  I called ********************************* at ************ and left a voicemail telling
  him we received the inquiry he placed with the BBB regarding a pole. I
  explained it has been forwarded to our electric operations who will
  investigate and follow up within the next few business days.
  ASSIGNED TO ELECTRIC OPERATIONS 7/27/22
  07/27/2022 11:49:44 EST (DJLOUCKS)
  7/27/22 - this has been given to *********************************** to work.
  08/02/2022 08:00:57 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  The following information was provided by Network Attachment Supervisor,
  ***************************:
  On 7/26/22 an internal communication was sent via social media to CE
  Customer Care Advocate concerning the ******* pole attachment permit. An
  email was sent to me, and I identified ******* permit ***-22-25823 ********************************** in construction with an 8/23/22 want date. A request was
  made to Scheduling to escalate and they pulled it forward to begin
  construction the week of 8/8/22. I spoke with ********************* on 7/26/22 and
  explained the pole attachment process, our timeline of 100 days and the
  work being scheduled for the week of 8/8/22 and he was good with this
  response.
  After receiving this notification, I attempted to call **************** on
  7/29/22 and left a voicemail. I called again on 8/1/22 and spoke with the
  customer and he is good with the plan that had previously been described
  to him.
  **********
  SUMMARY OF RESOLUTION:
  8/1/22
  ADDRESS MAKING POLE READY FOR CABLE LINES -DELAYS:
  There haven't been any delays. For pole attachment process our timeline
  is 100 days.
  ADDRESS WORK THAT CE NEEDS TO DO FOR ********* EXPLAIN:
  *************** need to replace the existing **** pole with **** due to pole
  loading with the new ******* attachment at ********************************. This is
  scheduled for the week of 8/8/22 and customer is aware.
  CUSTOMER INQUIRY CLOSED AS OF 8/1/2022
  08/02/2022 09:29:49 EST (DJLOUCKS)
  FOLLOW UP/QUALITY CHECK
  8/2/22 9:31 am
  I called ********************* at ************ and left a voicemail telling him to
  call me if *************************** was unable to address his pole concerns. I also
  left my call back number.
  
  

  Customer Answer

  Date: 08/08/2022

  [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:07/15/2022

  Type:Order 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 attempted to ask for a resolve to the high amount added to my Shut off protection plan amount in which they unfairly increased my previous amount from 34 dollars to 53 dollars without my being informed by call or emailed. Why would they unfairly do this to me. And they know that my job is seasonal and I do not get any pay from my job at this time. This is consumer bullying and not right. They wouldn't even attempt to work with me by spreading out their unannounced increased by allowing me to pay half of it monthly until I get back to work. Please help.

  

  Business Response

  Date: 07/18/2022

  07/18/2022 10:32:25 EST (HRCRAMER)
  UPDATE TO ORIGINAL COMPLAINT
  07/18/222: I called ********************* at ************ at 9:19 AM and we spoke
  about her concerns. I explained again that the Shut-Off Protection Plan's
  increase is based on the outstanding balance that's owed on the account
  plus an average of the past 12 months of usage while on the plan. I told
  her that the system had determined that, in order to pay her balance off
  by the time SPP ended in 6 months, she would need to pay $53.00.
  I explained to **************** that the program's reconciliation is based on
  when she enrolled, and that because she enrolled in the program last
  summer, the 12-month period would end around this time - the system does
  not recognize a customer's individual employment status nor do we have any
  programs catered to that.
  I offered to decrease the monthly amount down to $34.00 in light of
  customer service, but explained that the July and August payments
  (totaling $106.00) would still have to be paid by 08/05/2022, as this is
  not retroactive. **************** stated she couldn't do this. I then offered to
  place a 30-day hold on the account to see if any agencies in her county
  had funding available to either pay the $106.00 or her total outstanding
  balance of $229.32 - she accepted this.
  I asked **************** if she had any additional concerns that she'd like to
  address and she stated that she didn't. She thanked me for the phone call
  and we ended our conversation.
  SUMMARY OF RESOLUTION
  - Placed 30-day hold on account to allow **************** time to
  seek assistance with her balance.