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:09/14/2024
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.
On 9/12/24 contacted consumers Energy about flickering lights, tech came out disconnected service at house and pole when he could have installed temp jumper and give me time to make repairs and left me with power, now it's possible to be out of power for over a week, I'm going thru chemo and need oxygen how do I get them to make temp repairs till I can get electrician ery upset
Business Response
Date: 09/19/2024
09/16/2024 09:06:00 EST (JAGATES)
CUSTOMER INFORMATION:
***** L ****
Account # ****
********************************************************************************
Dates of service: 07/07/21 - present.
Email address: *************** (on acct), ******************* (provided to
the BBB)
09/16/2024 09:08:57 EST (JAGATES)
THIS HAS BEEN ASSIGNED TO ELECTRIC OPERATIONS FOR RESOLUTION.
CUSTOMER CONTACT:
09/16/24: 9:11 am - A text/email was sent via Riverstar:
Dear ***** ****,
Thank you for reaching out with your concerns. We have received your
complaint filed with the Better Business Bureau, notification number
1071857101. I assure you Consumers Energy takes all customer complaints
seriously.
We will be in touch with you soon to discuss your concerns and gather any
additional information that may be needed.
We appreciate your patience and understanding during this process. Please
feel free to reach out to ***** ***** @ ************** or
******************************************************************************** if you have any further questions or concerns.
Our team is dedicated to resolving your issues as soon as possible.
Sincerely,
Consumers Energy
09/19/2024 10:22:22 EST (JAGATES)
09/19/24: ******* ******, Supervisor Electric Operations, called and spoke
with the customer:
- customer was upset that CE did not fix his connections on the customer's
side of the meter. Customer was aware that these wires were under the
ownership of the customer.
- ******* had discussed this with the technician that was on sight and
confirmed that it was an issue on the customer's end and without
continuity on the neutral, this presented a dangerous situation that
needed to be disconnected right away.
- ******* made the customer aware that our policy is not to fix or repair
wires on the customer's side of the meter.
- customer is a former lineman for DTE and wasn't happy about it.
- customer's service was reconnected after repairs and inspection on
09/17/24.
SUMMARY OF RESOLUTION:
- ADDRESS DISCONNECT OF SERVICE FROM HOUSE TO POLE: Technician
disconnected the customer due to their neutral being corroded and not
intact near the meter on the customer's end/entrance wires.
- ADDRESS TEMP SERVICE/TEMP REPAIRS: These repairs needed to be done by an
electrician due to being an issue on the customer's side of the meter.
COMPLAINT CLOSED 09/19/24
FOLLOW UP:
09/19/24: At the discretion of the Customer Advocate, a follow-up call is
not being made.Initial Complaint
Date:09/07/2024
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.
I am reaching out via BBB because there is no way to email customer service at **********************. Their hours are M-F 7am to 6pm, hours that I am not available for an hour or longer wait on hold.I am writing regarding a $3.22 late fee assessed to my account due to a missed payment last month. This was an oversight on my part, and I sincerely apologize for the missed payment.This was the first time in my history with Consumers Energy that I have missed a payment. The reason for the oversight was that I recently switched jobs and had no income for two weeks during this transition. This caused significant stress, and unfortunately, I was unable to plan for the payment in time. Upon realizing this, I promptly paid the outstanding amount via credit card to resolve the issue as quickly as possible, which incurred an additional fee.In light of these circumstances, I kindly request that the $3.22 late fee be refunded as a gesture of goodwill. I value the reliable service that Consumers Energy provides and have always maintained a timely payment record until this recent situation.Business Response
Date: 09/11/2024
09/09/2024 11:53:37 EST (DJLOUCKS)
CUSTOMER INFORMATION:
*********************
ACCOUNT NUMBER: 2603
****************************************************************************************************
Dates of Service: April 15, 2024 - Present
Email Address: *****************************
**********
RELEVANT ACCOUNT INFORMATION:
Current Balance: $182.41
*****
Billing History:
Due Date Amount Due
06/03/24 $ 94.48
06/28/24 $136.53
07/30/24 $209.03
08/28/24 $167.25
09/27/24 $179.19 + $3.22 late fee
*****
Payment History:
Date Amount
06/03/24 $ 94.48
06/17/24 $136.53
07/29/24 $209.03
09/07/24 $167.25
*****
09/09/24 - I have removed the $3.22 late fee as a one-time courtesy to the
customer.
**********
CUSTOMER CONTACT SUMMARY:
9/9/******** pm
I called ******************* at ************ and left a voicemail telling him I
received the inquiry he placed with the BBB regarding his account. I asked
that he return my call to go over his concerns and left my call back
number.
09/09/2024 12:12:09 EST (DJLOUCKS)
12:13 pm
**** returned my call and I let him know that I had removed the $3.22 late
fee as a courtesy. He is aware this leaves his balance at $179.19. He told
me he really appreciated me doing that. When I asked if he had any other
concerns, he stated he didn't.
**********
SUMMARY OF RESOLUTION:
9/9/24
ADDRESS LATE FEE:
Customer had a payment due on 8/28/23 and wasn't received until 9/7/24. A
$3.22 late fee was added to the account. As a courtesy that late fee has
been removed and the customer is aware.
CUSTOMER INQUIRY CLOSED AS OF 9/9/2024Customer Answer
Date: 09/11/2024
[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 consider this complaint resolved and thank ****** for her professionalism and promptness in resolving this issue.
Kindest regards,
*******************
Initial Complaint
Date:08/26/2024
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.
For months I have gotten monthly charges from Consumers Energy. I do not even live in the state that they service. I have called multiple times. I am told since I do not have an account that there is nothing they can do. Someone is using my bank account to pay their bill. This is 100% fraud. I was told that I am unable to do anything because it is not my name or address on the service account. You would think if someone is using someone else's bank account and making fraudulent transactions that it could be stopped. Their only solution was that I need to close my bank account. I have gotten charged for stop payments each month from my bank. This is so absurd. Apparently it is okay to allow fraud charges to continue according to Consumer's Energy.Business Response
Date: 09/04/2024
08/27/2024 10:10:53 EST (JAGATES)
CUSTOMER INFORMATION:
*****************************
Email address: ********************************
Old account under this same name:
Account # ****
*********************************************************************************
Dates of service: 02/28/07 - 06/04/09
CUSTOMER CONTACT:
08/27/24: I have sent the following email to the customer:
Dear ********************,
I#m pleased to let you know that we've received your concerns regarding
payments being extracted from your account for payment to a Consumers
Energy account. I have been assigned to look into this for you and I am
reaching out to you in hopes that you will be able to provide me with
additional information.
Do you have the Consumers Energy account number or address that the
payments are being applied to? Do you recall when you spoke to a
Consumers Energy **************** Representative? What phone number did
you call from? (Your phone number will help me pull the recording of the
phone call) Can you provide me with the dates and amounts of the
fraudulent payments?
I appreciate any information that you can provide that will help me with
my investigation. I look forward to hearing from you.
Respectfully,
*********************, Customer Advocate
Office: ************ | Fax: ************
*************************************************** | www.ConsumersEnergy.com
08/28/2024 12:24:49 EST (JAGATES)
08/28/24: 12:25 pm - I called ********** and got voicemail. I left a
message with my contact information, requesting a call back.
08/30/2024 10:42:09 EST (JAGATES)
08/30/24: 10:42 am - I called ********** and got voicemail. I left a
message with my contact information requesting a call back.
08/30/2024 13:14:08 EST (JAGATES)
08/30/24: There has been no response from the customer. I am sending the
following email:
Dear ********************,
I have attempted to reach out to you several times, both by phone and
email but have not been successful in reaching you. In order to
investigate your concerns, I do need additional information as I indicated
in the email below. As soon as I have this information, I will be able to
look into this matter and resolve it for you.
Please contact me as soon as possible with the requested information.
Sincerely,
*****
Customer Advocate
**********************
SUMMARY OF RESOLUTION:
- ADDRESS CLAIM OF NO ACCOUNT BUT RECEIVING MONTHLY CHARGES: I was unable
to investigate without additional specific information from the customer.
Customer did have an account with *************************** - 2009. There is
no banking information associated with this account.
- ADDRESS IDENTITY THEFT: Unable to determine if there is identity theft.
- ADDRESS FRAUD CHARGES: Additional information is needed from the
customer to determine if there has been fraudulent activity.
COMPLAINT CLOSED 08/30/24Initial Complaint
Date:08/16/2024
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 pay a lot of money monthly for the appliance plan. When my washer broke down, I was told its not covered. I am very disappointed and feel like Im paying for nothing.Business Response
Date: 08/23/2024
08/19/2024 08:27:45 EST (JAGATES)
CUSTOMER INFORMATION:
*********************
Account # ****
**************************************************************************
Dates of service: 05/05/20 - present.
Email address: ************************* (on acct), *****************************
(provided to the BBB)
08/19/2024 08:36:53 EST (JAGATES)
THIS HAS BEEN ASSIGNED TO THE *** GROUP.
CUSTOMER CONTACT:
08/19/24: 8:40 AM - A text/email has been sent via Riverstar:
Dear *******************,
Thank you for reaching out with your concerns. We have received your
complaint filed with the Eastern Better Business Bureau, notification
number **********. I assure you Consumers Energy takes all customer
complaints seriously.
We have forwarded your concerns to the ***************** Plan management
team. The ***************** Plan is not regulated by the ************************************** and therefore we are unable to provide them your
telephone number or email address. Please call ************ and leave a
message with your name, address, phone number and email address and they
will contact you as soon as possible to discuss your concerns.
We appreciate your patience and understanding during this process. Please
feel free to reach out to ********************* @ ************** or
*************************************************** if you have any further questions or concerns.
Our team is dedicated to resolving your issues as soon as possible.
Sincerely,
Consumers Energy
08/19/2024 10:34:12 EST (JAGATES)
09/19/24: *************************** w/*** confirmed receipt of complaint. It has been
assigned to *************************** to investigate and resolve.
08/21/2024 08:22:38 EST (JAGATES)
08/20/24: From ***:
08/19/24: 12:07 pm - ***** spoke with the customer and explained that the
tub/bearing is not covered under the *** plan that she is on.
- Customer was asked if she would like a copy of the Terms & Conditions
and she declined.
- The customer is not happy with the response. She also mentioned a water
heater that was deemed not repairable; however we have not been able to
find any work orders for a water heater repair.
- The washer was valued out due to age, condition & repair not being
covered by the plan. The customer has not called in regard to this
situation since the initial call in November 2023. No customer
communication on her account since January 2024.
SUMMARY OF RESOLUTION:
- WHY WAS WASHER REPAIR DENIED: The washer was deemed not repairable in
November 2023. The technician noted: "The gearcase on the machine is
going bad. There is black soot looking debris underneath as well as some
oil, and the tub does not spin during a wash cycle. Unit is roughly 15
years old, 3/5 condition, located in laundry room. $600 roughly to
replace. Job completed."
COMPLAINT CLOSED 08/19/24
FOLLOW UP:
08/21/24: At the discretion of the Customer Advocate, a follow up call is
not being made.Initial Complaint
Date:07/22/2024
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 are on a direct pay with Consumers because we are retired and on a fixed income. This last month we had several unexpected bills come through to our checking account. As a result, we didn't realize until after the fact there wasn't enough money in the account to pay **********************. We immediately corrected the situation and paid the current charges. Now Consumers has the audacity to charge us a $15 NSF fee. We know the fee didn't originate with our CU because they have done away with NSF fees so it has to be a Consumers thing. It is hard enough to pay our utlities with Consumers one size fits all rate plans and adding $15 to the bill is an insult to us. Since this is not a regular occurrence, we feel Consumers should waive the fee.Business Response
Date: 07/25/2024
07/23/2024 10:33:16 EST (RNSTAGG)
CUSTOMER INFORMATION:
*****************************
Account number: 2236
*************************************
Dates of service: 11/07/18 to present
Email: ********************
07/23/2024 14:26:19 EST (RNSTAGG)
RELEVANT ACCOUNT INFORMATION:
Current balance: -$82.51 ($302.00 due on 8/14 for Budget Plan)
(there is a pending $15.00 return payment fee for the next bill)
12-MONTH PAYMENT HISTORY:
Date: Amount:
08/12/23 $160.00
09/13/23 $136.42
10/12/23 $160.00
11/08/23 $160.00
11/09/23 $104.62
12/13/23 $141.57
01/22/24 $285.25
02/14/24 $315.32
03/12/24 $302.00
04/15/24 $302.00
05/14/24 $302.00
06/14/24 $302.00
07/15/24 $302.00 - PAYMENT RETURNED
07/18/24 $302.00
SUBMITTED COMPLAINTS RESOLUTION CREDIT FOR $15.00
CUSTOMER CONTACT SUMMARY:
07/23/24 - 2:26 PM - I left a voicemail message for ******* ****** at
phone number ************ - letting her know that I have her inquiry
placed through the Eastern Better Business Bureau (BBB) regarding the
account concerns. I provided my phone number for her to call back.
07/24/2024 11:49:41 EST (RNSTAGG)
07/24/24 - 11:49 am - I left another voicemail message for ***************************
at phone number ************ - letting her know that I have been able to
look into her account concerns and am available to speak with her. I'm
sorry we haven't been able to connect over the phone, but I do have her
email address and will plan on sending her an email shortly. If she has
any additional questions, she can either reply or give me a call back.
07/24/2024 13:08:35 EST (RNSTAGG)
07/24/24 - 1:08 PM - ******* and ****** ****** called me back to discuss
their concerns.
- I let them know that I have had a chance to review their
account, which has been on auto pay. Mr. ****** indicated that they had a
life insurance payment deduct at the same time and it was unexpected.
- In light of customer relations, I have added a credit for
$15 that will take care of the return payment fee. I also let them know
that they could contact me directly with any questions or concerns in the
future.
- Mr. ****** thanked me for the call.
SUMMARY OF RESOLUTION:
- (*Address *** charge) The *** charge was assessed appropriately and
automatically by our system, however in light of the customer's good
payment history we have added a good-faith credit to cover the charge.
CLOSING CUSTOMER INQUIRY AS OF 07/24/24.Customer Answer
Date: 07/25/2024
[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:07/15/2024
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.
Spoke to ******* on the phone today and all she did was blame me for being behind. Gave no options on how to keep my service on even though someone else put their service in my name. Told me there was nothing they could do to keep my gas on even though I am disabled and can not pay down my bill as fast as they want. They have no help or options besides file a police report for the fraud charges. They need to be held accountable to have special circumstances in place for this. I hate they are the only service I can get.Business Response
Date: 07/16/2024
07/15/2024 11:21:55 EST (DJLOUCKS)
07/10/2024 16:22:30 EST (DJLOUCKS)
CUSTOMER INFORMATION:
*************************
ACCOUNT NUMBER: 1580
**************************************************************************************************************
Dates of Service: January 27, 2023 - Present
Email Address: **************************
**********
CUSTOMER CONTACT SUMMARY:
7/10/24
I sent the following text and email via Riverstar:
Account Number: ending in 1580
Service Address: *****************************************************
Dear *************************,
Thank you for reaching out with your concerns. We have received your
complaint filed with the Better Business Bureau, notification number
1071159828. I assure you Consumers Energy takes all customer complaints
seriously.
We will be in touch with you soon to discuss your concerns and gather any
additional information that *** be needed.
We appreciate your patience and understanding during this process. Please
feel free to reach out to *************************** @ ************** or
********************************************************* if you have any further questions or
concerns. Our team is dedicated to resolving your issues as soon as
possible.
Sincerely,
Consumers Energy
Please do not reply to this automated message.
**********
RELEVANT ACCOUNT INFORMATION:
Current Balance: $1,117.16
Turn Off Balance: $926.67
*****
Previous Account Information:
************************* / 6948
****************************************************************************************************************
Dates of Service: 8/27/22 - 3/2/23
On 8/19/22 move in request submitted online which is the same way the
current account move in request was received.
On 3/2/23 ***** called stating service should not be in her name and that
this is where her mother lives. Move out completed in *****'s name.
Notes on the account from 3/2/23:
***** called in stating she didn't authorize payment of $409 to this
account and wanted it transferred to her current account. She called back
14 minutes later and changed her mind and wanted payment to stay there.
Her mother would be making a payment. CSR confirmed the stop service date
of 3/2/23 and advised if account not paid on final bill it would transfer
to her open account and she could make payment arrangements.
Final balance of $710.71 transferred to current account on 4/5/23.
*****
******* History for Current Account:
Date Notice/Action
06/20/24 Turn Off Notice - mailed $926.67
*****
Hold History:
06/24/24 - 30-day SER hold
*****
12 Month Payment History:
Date Amount
07/21/23 $150.00
08/18/23 $228.26
09/27/23 $100.00
10/31/23 $116.00
11/29/23 $116.00
12/28/23 $116.00
01/29/24 $116.00 - returned
02/20/24 $898.65 - returned
04/01/24 $243.00
04/26/24 $172.00
*****
Shut Off Protection Plan (SPP) History:
02/09/24 - de-enrolled for non-payment
06/09/24 - de-enrolled for non-payment
*****
Installment Plan (IP) History:
07/24/23 - deactivated for non-payment
08/09/23 - deactivated for non-payment
09/25/23 - deactivated for non-payment
**********
CUSTOMER CONTACT SUMMARY (cont.)
7/11/******* pm
I called ************************* at ************ and left a voicemail asking her to
return my call to go over her account concerns. I also left my call back
number.
7/15/24 10:51 am
****************** called and left me a voicemail this morning at 9:21 am and I
returned her call. I told her after receiving her inquiry from the BBB I
had reviewed her account to see what had transpired. I explained that the
service at ********************************. Lot 210 went into her name on 8/27/22. The
move in request was received online using her identification the same as
her current account. ****************** said that she didn't request that move
in. She said that there was a $1,100 bill for that location that we
transferred to her causing her to get a shut off notice. Her heart stopped
in April and she isn't working and this caused her to fall behind.
I explained because her identification was used that she would need to
file for identity theft and that we have information on our website on how
to do that. I also told her she would need to file a police report.
****************** responded back stating that we should have protection in place
for that and disconnected the call.
**********
SUMMARY OF RESOLUTION:
7/15/24
ADDRESS UA TRANSFER:
Service was in ********************** name at ******************************** Lot 210 from 8/27/22
- 3/2/24. The move in request was done online with her identification the
same as her current account. The final bill for this account of $710.71
transferred to her current account on 4/5/23. This balance transfer was
done per our company policy.
SHUT OFF NOTICE - *******:
******* history is listed above in "Relevant Account Information". Shut
off notice mailed on 6/20/24 for $926.67 and expired on 7/2/24.
PAYMENT HISTORY:
Payment history listed above in "Relevant Account Information". Only 4
payments have been made to the account in 2024 and 2 of them have been
returned.
PAYMENT ARRANGEMENT:
Customer has defaulted off SPP twice within the last 12 months. Customer
has defaulted off an IP three times within the last 12 months. Customer
disconnected the call without discussing any payment arrangements.
CUSTOMER INQUIRY CLOSED AS OF 7/15/2024Customer Answer
Date: 07/16/2024
[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:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Regards,
*************************Initial Complaint
Date:07/11/2024
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 called Consumer Energy several times trying to get someone to explain to me why theres always a charge on my bill after the reading. They start me out at $43 for Electric and 19 for gas and I have not consumed anything at that point I need to know why theres a beginning balance every month and I paid my bill ***Business Response
Date: 07/16/2024
07/11/2024 14:18:37 EST (JAGATES)
CUSTOMER INFORMATION:
*******************************
Account # ****
*******************************************************************************************************
Dates of service: December 1999
Email address: ****************
07/11/2024 14:24:39 EST (JAGATES)
THIS HAS BEEN ASSIGNED TO CUSTOMER GENERATION FOR RESOLUTION.
CUSTOMER CONTACT:
07/11/24: 2:26 pm - A text/email has been sent via Riverstar:
Dear *****************************,
Thank you for reaching out with your concerns. We have received your
complaint filed with the ***** notification number **********. I assure
you Consumers Energy takes all customer complaints seriously.
We will be in touch with you soon to discuss your concerns and gather any
additional information that *** be needed.
We appreciate your patience and understanding during this process. Please
feel free to reach out to ********************* @ ************** or
*************************************************** if you have any further questions or concerns.
Our team is dedicated to resolving your issues as soon as possible.
Sincerely,
Consumers Energy
07/11/2024 14:48:37 EST (JAGATES)
07/11/24: Customer Generation has responded, indicating that they are not
responsible for billing inquiries regarding Generation accounts.
- I have reviewed the notes on the account. On 07/01/24, the customer
spoke with a CSR regarding the charges mentioned in the complaint. ***
customer is seeing these charges on ********************** Dashboard online. This is an
estimate of the billing might be at the end of the month based on past
history. This information is not used for billing, but only for the
customer to see what their usage is and possible charges.
07/15/2024 08:28:12 EST (JAGATES)
07/12/24: I reached out to *****************************, eCommerce Analyst, and he
states that as of that day, the customer's Dashboard was updated. He
believes that because it was the first day of a new billing cycle, that
the information provided was a carry over from a previous billing cycle,
because there was no data available.
CUSTOMER CONTACT:
07/15/24: 8:40 AM - I called ************ and got voicemail. I left a
message indicating that I would be sending an email which will include my
contact information if she has any additional questions or concerns.
I have sent the following email:
Dear ************************,
I#m pleased to let you know that we've received your concerns regarding
your online Dashboard for *********************************** ******************, ** from the
Eastern Better Business Bureau. Because our customers are important to
us, we've taken your concerns seriously and have reviewed your account.
I reached out to one of our online specialists to have them take a look at
your account. *** data provided on that page is an estimate of what your
bill could be and this data is not used for your actual billing. When you
are looking at the Dashboard on the first day of your billing cycle, the
system doesn#t have actual data to calculate a possible bill amount, so it
pulls from previous billing information. Unfortunately, this information
is going to be incorrect, but again, none of the information provided on
the Bill ************* Compare/Dashboard is used for your actual billing.
It#s only for informational purposes and as the system learns more over
time, the information will improve.
It is my sincere hope that this information has resolved your concerns.
Please let me know if there is anything else I can do to help you. Thank
you for the opportunity to assist you with your inquiry.
Respectfully,
*********************, Customer Advocate
Office: ************ | Fax: ************
*************************************************** | www.ConsumersEnergy.com
07/15/2024 13:14:02 EST (JAGATES)
07/15/24: I received the following response from the customer:
Hello
NO, it has not resolved my concerns, I pay close attention to my account,
and I have had conversations with several other customers, and my question
to you is why was this not my choice.
I do not think that this is helpful to me, when I look at my dashboard I
would like to see my USEAGE, not an estimated useage as a customer I
should be given the same courtesy as everyone else.
Regards
Rose
- I have sent the following response:
Hello ****,
Thank you for your reply. I certainly understand your concern and will
forward it on to those responsible for the online systems. At this time,
it does take a day or two for the usage data that is transmitted overnight
to make its way to the dashboard, sometimes taking up to 2 days to
populate there. I#m sorry that we are not currently able to provide this
data for you as quickly as you would like. We will continue to work to
make improvements to meet your expectations.
We appreciate that you#ve taken the time to make your feelings known. I
hope you have a wonderful week.
Sincerely,
*****
07/16/2024 08:29:45 EST (JAGATES)
07/16/24: As of this morning, there has not been any additional
communications from the customer.
SUMMARY OF RESOLUTION:
- ADDRESS CHARGES ON CUSTOMER'S BILL: *** customer is not concerned about
charges on her billing, but rather the potential balance that is showing
on the online Dashboard on the first day of the new billing cycle when
there is no data available. *** system estimates based on past usage, and
this is not acceptable to the customer.
- ADDRESS BALANCE OWED: *** amount showing on the dashboard is an estimate
and is not used for actual billing. Currently, the customer's actual
account balance is $20.17 due on Aug. 5.
COMPLAINT CLOSED 07/15/24Initial Complaint
Date:07/10/2024
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.
Charged my brand new consumers account $1100 for an address I never lived at. Its in the same complex as my new home. I am now being told I am getting shut off because I can not afford to pay $1100 for past due that I never lived at. I fell off the payment plan I never should have had to get because my heart stopped and I lost my job. I am now being told that there are no payment plans for me because *** exhausted payment plans which is only because I died and they are charging me for something that should have never been in my name.Business Response
Date: 07/16/2024
DUPLICATE
07/15/2024 11:21:55 EST (DJLOUCKS)
07/10/2024 16:22:30 EST (DJLOUCKS)
CUSTOMER INFORMATION:
*************************
ACCOUNT NUMBER: 1580
**************************************************************************************************************
Dates of Service: January 27, 2023 - Present
Email Address: **************************
**********
CUSTOMER CONTACT SUMMARY:
7/10/24
I sent the following text and email via Riverstar:
Account Number: ending in 1580
Service Address: *****************************************************
Dear *************************,
Thank you for reaching out with your concerns. We have received your
complaint filed with the Better Business Bureau, notification number
1071159828. I assure you Consumers Energy takes all customer complaints
seriously.
We will be in touch with you soon to discuss your concerns and gather any
additional information that *** be needed.
We appreciate your patience and understanding during this process. Please
feel free to reach out to *************************** @ ************** or
********************************************************* if you have any further questions or
concerns. Our team is dedicated to resolving your issues as soon as
possible.
Sincerely,
Consumers Energy
Please do not reply to this automated message.
**********
RELEVANT ACCOUNT INFORMATION:
Current Balance: $1,117.16
Turn Off Balance: $926.67
*****
Previous Account Information:
************************* / 6948
****************************************************************************************************************
Dates of Service: 8/27/22 - 3/2/23
On 8/19/22 move in request submitted online which is the same way the
current account move in request was received.
On 3/2/23 ***** called stating service should not be in her name and that
this is where her mother lives. Move out completed in *****'s name.
Notes on the account from 3/2/23:
***** called in stating she didn't authorize payment of $409 to this
account and wanted it transferred to her current account. She called back
14 minutes later and changed her mind and wanted payment to stay there.
Her mother would be making a payment. CSR confirmed the stop service date
of 3/2/23 and advised if account not paid on final bill it would transfer
to her open account and she could make payment arrangements.
Final balance of $710.71 transferred to current account on 4/5/23.
*****
******* History for Current Account:
Date Notice/Action
06/20/24 Turn Off Notice - mailed $926.67
*****
Hold History:
06/24/24 - 30-day SER hold
*****
12 Month Payment History:
Date Amount
07/21/23 $150.00
08/18/23 $228.26
09/27/23 $100.00
10/31/23 $116.00
11/29/23 $116.00
12/28/23 $116.00
01/29/24 $116.00 - returned
02/20/24 $898.65 - returned
04/01/24 $243.00
04/26/24 $172.00
*****
Shut Off Protection Plan (SPP) History:
02/09/24 - de-enrolled for non-payment
06/09/24 - de-enrolled for non-payment
*****
Installment Plan (IP) History:
07/24/23 - deactivated for non-payment
08/09/23 - deactivated for non-payment
09/25/23 - deactivated for non-payment
**********
CUSTOMER CONTACT SUMMARY (cont.)
7/11/******* pm
I called ************************* at ************ and left a voicemail asking her to
return my call to go over her account concerns. I also left my call back
number.
7/15/24 10:51 am
****************** called and left me a voicemail this morning at 9:21 am and I
returned her call. I told her after receiving her inquiry from the BBB I
had reviewed her account to see what had transpired. I explained that the
service at ************************************************ Lot 210 went into her name on 8/27/22. The
move in request was received online using her identification the same as
her current account. ****************** said that she didn't request that move
in. She said that there was a $1,100 bill for that location that we
transferred to her causing her to get a shut off notice. Her heart stopped
in April and she isn't working and this caused her to fall behind.
I explained because her identification was used that she would need to
file for identity theft and that we have information on our website on how
to do that. I also told her she would need to file a police report.
****************** responded back stating that we should have protection in place
for that and disconnected the call.
**********
SUMMARY OF RESOLUTION:
7/15/24
ADDRESS UA TRANSFER:
Service was in ********************** name at **************************************** from 8/27/22
- 3/2/24. The move in request was done online with her identification the
same as her current account. The final bill for this account of $710.71
transferred to her current account on 4/5/23. This balance transfer was
done per our company policy.
SHUT OFF NOTICE - *******:
******* history is listed above in "Relevant Account Information". Shut
off notice mailed on 6/20/24 for $926.67 and expired on 7/2/24.
PAYMENT HISTORY:
Payment history listed above in "Relevant Account Information". Only 4
payments have been made to the account in 2024 and 2 of them have been
returned.
PAYMENT ARRANGEMENT:
Customer has defaulted off SPP twice within the last 12 months. Customer
has defaulted off an IP three times within the last 12 months. Customer
disconnected the call without discussing any payment arrangements.
CUSTOMER INQUIRY CLOSED AS OF 7/15/2024Customer Answer
Date: 07/16/2024
[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:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]I was told by the company there are no payment options for me. Counter to what ******* said in her response. They wont even listen to me or help me in any way. I was previously told I could get on a plan one more time, which would cost 50% down which I was getting the money for. I called not even a week later and was told there are no options for me. In less than a week I was told 2 different things and now they are telling me I have options on bbb. That doesnt make sense to me as they have never reached out to make plans after this. Just to tell me their error is my fault and there is nothing they can do.
Regards,
*************************Business Response
Date: 07/25/2024
07/10/2024 16:22:30 EST (DJLOUCKS)
CUSTOMER INFORMATION:
*************************
ACCOUNT NUMBER: 1580
**************************************************************************************************************
Dates of Service: January 27, 2023 - Present
Email Address: **************************
**********
CUSTOMER CONTACT SUMMARY:
7/10/24
I sent the following text and email via Riverstar:
Account Number: ending in 1580
Service Address: *****************************************************
Dear *************************,
Thank you for reaching out with your concerns. We have received your
complaint filed with the Better Business Bureau, notification number
1071159828. I assure you Consumers Energy takes all customer complaints
seriously.
We will be in touch with you soon to discuss your concerns and gather any
additional information that *** be needed.
We appreciate your patience and understanding during this process. Please
feel free to reach out to *************************** @ ************** or
********************************************************* if you have any further questions or
concerns. Our team is dedicated to resolving your issues as soon as
possible.
Sincerely,
Consumers Energy
Please do not reply to this automated message.
**********
RELEVANT ACCOUNT INFORMATION:
Current Balance: $1,117.16
Turn Off Balance: $926.67
*****
Previous Account Information:
************************* / 6948
****************************************************************************************************************
Dates of Service: 8/27/22 - 3/2/23
On 8/19/22 move in request submitted online which is the same way the
current account move in request was received.
On 3/2/23 ***** called stating service should not be in her name and that
this is where her mother lives. Move out completed in *****'s name.
Notes on the account from 3/2/23:
***** called in stating she didn't authorize payment of $409 to this
account and wanted it transferred to her current account. She called back
14 minutes later and changed her mind and wanted payment to stay there.
Her mother would be making a payment. CSR confirmed the stop service date
of 3/2/23 and advised if account not paid on final bill it would transfer
to her open account and she could make payment arrangements.
Final balance of $710.71 transferred to current account on 4/5/23.
*****
******* History for Current Account:
Date Notice/Action
06/20/24 Turn Off Notice - mailed $926.67
*****
Hold History:
06/24/24 - 30-day SER hold
*****
12 Month Payment History:
Date Amount
07/21/23 $150.00
08/18/23 $228.26
09/27/23 $100.00
10/31/23 $116.00
11/29/23 $116.00
12/28/23 $116.00
01/29/24 $116.00 - returned
02/20/24 $898.65 - returned
04/01/24 $243.00
04/26/24 $172.00
*****
Shut Off Protection Plan (SPP) History:
02/09/24 - de-enrolled for non-payment
06/09/24 - de-enrolled for non-payment
*****
Installment Plan (IP) History:
07/24/23 - deactivated for non-payment
08/09/23 - deactivated for non-payment
09/25/23 - deactivated for non-payment
**********
CUSTOMER CONTACT SUMMARY (cont.)
7/11/******* pm
I called ************************* at ************ and left a voicemail asking her to
return my call to go over her account concerns. I also left my call back
number.
7/15/24 10:51 am
****************** called and left me a voicemail this morning at 9:21 am and I
returned her call. I told her after receiving her inquiry from the BBB I
had reviewed her account to see what had transpired. I explained that the
service at ************************************************ Lot 210 went into her name on 8/27/22. The
move in request was received online using her identification the same as
her current account. ****************** said that she didn't request that move
in. She said that there was a $1,100 bill for that location that we
transferred to her causing her to get a shut off notice. Her heart stopped
in April and she isn't working and this caused her to fall behind.
I explained because her identification was used that she would need to
file for identity theft and that we have information on our website on how
to do that. I also told her she would need to file a police report.
****************** responded back stating that we should have protection in place
for that and disconnected the call.
**********
SUMMARY OF RESOLUTION:
7/15/24
ADDRESS UA TRANSFER:
Service was in ********************** name at **************************************** from 8/27/22
- 3/2/24. The move in request was done online with her identification the
same as her current account. The final bill for this account of $710.71
transferred to her current account on 4/5/23. This balance transfer was
done per our company policy.
SHUT OFF NOTICE - *******:
******* history is listed above in "Relevant Account Information". Shut
off notice mailed on 6/20/24 for $926.67 and expired on 7/2/24.
PAYMENT HISTORY:
Payment history listed above in "Relevant Account Information". Only 4
payments have been made to the account in 2024 and 2 of them have been
returned.
PAYMENT ARRANGEMENT:
Customer has defaulted off SPP twice within the last 12 months. Customer
has defaulted off an IP three times within the last 12 months. Customer
disconnected the call without discussing any payment arrangements.
CUSTOMER INQUIRY CLOSED AS OF 7/15/2024
____________________________________________
Task text MMSoltis closed BBB kplt 7/15/24
Status TSCO
Planned start 07/16/2024 11:29:47
Planned end 07/16/2024 11:29:47
Completed on 07/16/2024 by
________________________________________________________________________
07/16/2024 11:29:18 EST (MMSOLTIS)
MMSoltis posted complaint resolution to Eastern Better Business Bureau
7/16/24 @ 11:28 AM
________________________________________________________________________
Task 0004
Task
Task text MMSoltis re-open BBB 7/17/24
Status TSCO
Planned start 07/17/2024 09:10:58
Planned end 07/17/2024 09:10:59
Completed on 07/17/2024 by
________________________________________________________________________
07/17/2024 09:10:07 EST (MMSOLTIS)
BBB re-open to address:
I was told by the company there are no payment options for me. Counter to
what ******* said in her response. They won#t even listen to me or help me
in any way. I was previously told I could get on a plan one more time,
which would cost 50% down which I was getting the money for. I called not
even a week later and was told there are no options for me. In less than a
week I was told 2 different things and now they are telling me I have
options on bbb. That doesn#t make sense to me as they have never reached
out to make plans after this. Just to tell me their error is my fault and
there is nothing they can do.
________________________________________________________________________
Task 0005
Task
Task text re-open
Status TSCO
Planned start 07/17/2024 00:00:00
Planned end 07/17/2024 15:12:00
Completed on 07/17/2024 by
________________________________________________________________________
07/17/2024 11:15:36 EST (DJLOUCKS)
ADDITIONAL INFORMATION:
7/17/24 11:14 am
I called ************************* at ************ and left a voicemail stating I
would be happy to discuss payment arrangements with her. I asked that she
return my call and left my call back number.
07/17/2024 13:28:14 EST (DJLOUCKS)
1:29 pm
I called ****************** again at ************ and left a 2nd voicemail asking
her to return my call and left my call back number.
07/17/2024 14:59:33 EST (DJLOUCKS)
2:59 pm
****************** returned my call and I let her know that when we spoke on
7/15/24 she disconnected the call before we could discuss any type of
payment plan.
I let her know that at this time the only option we could offer her is one
more attempt at SPP. She told me that was offered to her before and when
she called back 9 days later they told her we couldn't do that. I
apologized and explained that I would still be able to offer her that
attempt and if she chose to do that it would require a down payment of 50%
of her balance which is $559 and that would have to post to her account
within 2 days. I asked if she would like me to put in the request and she
said not today because she is working with 2-1-1 and she wants to make
sure she will have the money before she requests SPP.
****************** wanted me to wait until Friday to make sure she has the funds.
I told her that she can give me a call on Friday and I will be happy to
put in the request for SPP for her. We then ended our call.
07/17/2024 15:10:31 EST (DJLOUCKS)
When ****************** calls back on 7/19/24 she can request SPP for $559 down
payment and the monthly payments after will be $172 for 12 months.Initial Complaint
Date:07/09/2024
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 frequent outages in my area are causing major issues, especially since I work from home. There seems to be no plan in place to address or resolve these disruptions, and action is desperately needed. We've experienced outages almost every other week and many times over the past year. I'm at a loss for whom to contact about thisConsumers Energy is indifferent. And they can be because they are a monopoly. This situation is severely impacting my livelihood.Business Response
Date: 07/16/2024
07/10/2024 10:36:05 EST (DJLOUCKS)
CUSTOMER INFORMATION:
*************************
ACCOUNT NUMBER: 7720
*************************************************************************************************
Dates of Service: October 23, 2015 - Present
Email Address: **********************
**********
INITIAL CUSTOMER CONTACT:
7/10/24
I sent the following text and email via Riverstar:
Account Number: ending in 7720
Service Address: ******************************************
Dear *************************,
Thank you for reaching out with your concerns. We have received your
complaint filed with the Better Business Bureau, notification number
1071159229. I assure you Consumers Energy takes all customer complaints
seriously.
We will be in touch with you soon to discuss your concerns and gather any
additional information that *** be needed.
We appreciate your patience and understanding during this process. Please
feel free to reach out to *************************** @ ******************************************** if
you have any further questions or concerns. Our team is dedicated to
resolving your issues as soon as possible.
Sincerely,
Consumers Energy
www.consumersenergy.com
Please do not reply to this automated message.
*****
ASSIGNED TO GRID INFRASTRUCTURE 7/10/24
07/10/2024 10:39:55 EST (DJLOUCKS)
7/10/24 - this was sent to *************************** to work.
07/12/2024 08:55:11 EST (DJLOUCKS)
7/12/24 - I sent an email reminder to *************************** and Grid
Infrastructure that this complaint is due on 7/15/24.
07/16/2024 07:36:15 EST (DJLOUCKS)
**********
RELEVANT ACCOUNT INFORMATION:
The following information was provided by Engineer ***************************:
On 7/11/24 at 3:01 pm I called and left a voicemail.
On 7/12/24 at 2:30 pm Engineer *********************** called and left a voicemail.
On 7/15/24 at 12:59 pm I called and left another voicemail. Because we
didn't receive a response I sent the following email:
Dear ********************
Delivering consistent, reliable energy is a job we take seriously. I have
received your recent inquiry regarding power outages affecting your home.
I apologize for not speaking to you directly; I attempted to reach you
several times by phone but was unable to get through. I am now responding
to you by email.
Over the last 12 months, according to our records, the causes of your
outages were attributed to a weather-related event, which included three
tree issues, an underground cable problem and an animal. I would like to
inform you that your area is responded to and restored on average faster
than the rest of the state.
Outages are frustrating and we understand how inconvenient they are for
you. The circuit that feeds your home in the last year has had an
inspection. This means a Consumers Energy representative has come out and
visually inspected the circuit identifying aging infrastructure equipment
and locations that would benefit from additional fusing to reduce customer
outage impact. Work orders have been created and constructed repairing
the identified aging equipment and installing new fuses. This is an
attempt to reduce and or prevent areas without power in the event of a
fault. Your area is also in a distribution automation loop that will
transfer your feed to an adjacent circuit in the event of some outages.
If you are experiencing momentary interruptions, or blinks in your
service, we understand that they can be a nuisance. However, these blinks
can help prevent prolonged outages. If these interruptions become
repetitive, it *** be indicative of a larger issue with the system. Please
notify us of these repetitive conditions to prevent a prolonged power
outage in the future.
I would like to apologize for any inconvenience these interruptions ***
have caused you and assure you we will continue to work to provide you
with safe and reliable electric service. If you have any further questions
or concerns regarding your electric service, please feel free to contact
me during regular business hours at **************. At other times, you
*** call our customer service department at **************.
***************************
Senior Engineering Technical Analyst
**********
SUMMARY OF RESOLUTION:
7/15/24
12 MONTH OUTAGE HISTORY:
Incident# Date Duration Cause
J230835842 08/24/23 1d 4h 16m Trees -
catastrophic
J240122923 01/15/24 1h 55m Weather
J240419280 04/28/24 47m Trees
J240501992 05/05/24 47m Trees
J240609409 06/14/24 2h 51m Animal
J240623704 06/25/24 8h 33m Trees
J240705683 07/09/24 4h 46m Equipment
Failure
WHAT WORK IS PLANNED TO MITIGATE THESE OUTAGES:
A repetitive outage tree trim request has been submitted to help mitigate
the outages.
DOES CUSTOMER QUALIFY FOR OUTAGE CREDIT/CREDITS:
Customer does qualify for consecutive outage credit and it will be applied
about the end of this month.
CUSTOMER INQUIRY CLOSED AS OF 7/15/2024
FOLLOW UP/QUALITY CHECK: not done at discretion of customer care rep.Initial Complaint
Date:06/18/2024
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 have been waiting for over a year (since April 2023) and a half to get electric to our property. Property location is: **********************************************************I know and realize that it took awhile to get an easement signed by the property owners to allow for electric to be run thru their property. That was done months ago. We have done everything Consumers Energy has requested of us, (from clearing trees to paying them to start the project) and we are still getting the run around. This project needs to be completed. They came out and looked at it two weeks ago and told us they would be there within the next 10 days to install the pole for the electric to be run. They came out again and told us more trees needed to be cut, when a week ago its was fine. We cut trees again today. I need this problem and project completed ASAP. Thank you. And I look forward to your response.Business Response
Date: 06/24/2024
06/19/2024 09:36:42 EST (DJLOUCKS)
CUSTOMER INFORMATION:
***************************
ACCOUNT NUMBER: 2124
******************************************************-0000
Email Address: ******************** (from accoun*)
******************************** (from no*ifica*ion)
**********
INITIAL CUSTOMER CONTACT:
6/19/24
I sen* *he following *ex* and email *o ************************* a*
******************** via Rivers*ar:
Accoun* Number: ending in 2124
Service Address: **********************************************
Dear *************************,
Thank you for reaching ou* wi*h your concerns. We have received your
complain* filed wi*h *he Better Business Bureau, no*ifica*ion number
1070896399. I assure you Consumers Energy *akes all cus*omer complain*s
seriously.
We will be in *ouch wi*h you soon *o discuss your concerns and ga*her any
addi*ional informa*ion *ha* *** be needed.
We apprecia*e your pa*ience and unders*anding during *his process. Please
feel free *o reach ou* *o *************************** @ ******************************************** if
you have any fur*her ques*ions or concerns. Our *eam is dedica*ed *o
resolving your issues as soon as possible.
Sincerely,
Consumers Energy
www.consumersenergy.com
Please do no* reply *o *his au*oma*ed message.
*****
ASSIGNED TO CEM AND OPERATIONAL & FINANCIAL PLANNING 6/19/24
06/24/2024 08:54:57 EST (DJLOUCKS)
**********
RELEVANT ACCOUNT INFORMATION:
The following informa*ion was provided by CEM Supervisor ***************************:
06/19/24 2:35PM TL ******************* spoke wi*h ************************* *o discuss schedule
af*er resolving si*e issues on 06/14/24. ****************** was no* aware of
complain* filed by his wife. He was apologe*ic. I le* ****************** know
*ha* I would con*inue *o moni*or *he projec* and reques* escala*ion from
scheduling. ****************** unders*ands *ha* *he schedule has been pushed as
we#ve been engaged in s*orm *his week.
**********
SUMMARY OF RESOLUTION:
6/19/24
NEW SERVICE DELAYS:
Service delays were ini*ially rela*ed *o unavailabili*y of an UG
*ransformer. Design changed *o OH. Delay due *o si*e fail for inspec*ion
s*icker(no* needed), concern for line rou*e over exis*ing s*ruc*ure
(design pole placemen*) and minor *ree *rimming (Cus*omer).
TIMELINE:
10/6/2023, 1:31:12 PM: NEW CONSTRUCTION-- NEED ELEC FOR BARN
10/9/2023, 1:20:27 PM: No Answer: 24hr callback comple*ed no answer lef*
vm jh
10/10/2023, 9:10:49 AM: Q: Preferred Con*ac*? Email Q: Proper*y Owner? Yes
Q: Dis*ance From Road? 350 FT Q: Priva*e Road? No Q: Is *he Si*e
Con*amina*ed? No Q: Previous Svc Onsi*e? Yes Q: Si*e Plans / Panel Sched /
CAD ? Q: TempService? No Q: Was *here a previous reques*? No Cus*omer
needs new commercial svc for pole barn. assigned *o ******************************* pc/sd
in area per assignmen* *ool. sen* journey char*;
10/11/2023, 12:01:42 PM: DRKANOUS: Emailed ************ received your reques*
for elec*rical service *o you pole barn, in order *o s*ar* moving *he
projec* forward I will need some fur*her informa*ion from you. I am
a**aching *wo documen*s for your review and comple*ion. The firs* is a
si*e ske*ch, on here you will indica*e where *he pole barn is being buil*
on *he parcel in correspondence wi*h *he exis*ing lines.The second
documen* is a scoping documen*, please lis* any equipmen* wi*h a large
elec*rical pull *ha* will be in *he pole barn for example air compressor,
welder e*c. If i* s jus* ligh*s and ou*le*s please indica*e *ha* wi*h *he
sq foo*age of *he barn. Once I ge* *hese documen*s I will reach ou* via
phone and discuss *he projec* in more de*ail. Thank you
10/23/2023, 10:08:37 AM: DRKANOUS: RECEIVED email wi*h scoping and si*e
ske*ch documen*s. TRIED CALLING ***** NO ANSWER LEFT VM. FOLLOW up email-
I lef* you a VM *his morning *o discuss *he projec* in fur*her de*ail, i*
appears *he closes* *ransformer is a li**le ways away from your barn which
would require us *o ex*end *he line and add a new *ransformer for *he
barn. I jus* wan*ed *o go over *he cos* associa*ed wi*h *his *ype of
projec*. Give me a call when you have some *ime *o discuss. Thanks
10/23/2023, 10:28:16 AM: DRKANOUS: Mee*ing ***** on si*e a* 10:30AM
10/24/23
11/7/2023, 12:37:47 PM: DRKANOUS: EMAILED *****- Jus* a heads up on your
projec* I am s*ill wai*ing on engineering *o finish *he prin*, as soon as
I have i* I will reach ou* wi*h *he nex* s*eps!Thank you
11/21/2023, 12:28:37 PM: DRKANOUS: EMAILED *****- HI *****, I jus* bumped
our engineering group regarding your prin*, he said I should have i* back
by end of week. I no*iced *he rou*e changed a *ouch since I me* you on
si*e. I* appears *here is some *rees *ha* you will be clearing on si*e.
Can you jus* le* me know when you have *ha* comple*ed so I can send
fores*ry ou* *o inspec* and ge* your billing *o you once prin* is back.
Thank you
12/7/2023, 11:30:22 AM: CLMCCRIM: MOVED OUT BILLING WAITING FOR
CONFIRMATION ON TREE CLEARING
12/7/2023, 11:34:46 AM: CLMCCRIM: EMAILED *****:I am con*ac*ing you *oday
on behalf of your Projec* Coordina*or ******** who is curren*ly ou* of *he
office. We wan*ed *o reach ou* and see how you are coming wi*h *he *ree
clearing along *he rou*e. Please le* me know if you have any immedia*e
ques*ions or projec* upda*es. O*herwise, **** will be back in *he office
*omorrow and can assis* you.
12/21/2023, 2:45:44 PM: DRKANOUS: EMAILED *****-Hello *****, Jus* a quick
upda*e on your projec*, I have i* wi*h my supervisor *o approve consumers
spend. Once *ha* s approved you will receive a cus*omer cons*ruc*ion
packe* via email wi*h a copy of *he prin* and *he invoice for *he new
underground service. Revenue credi*s were sufficien* enough *o cover *he
line work. Thank you
01/9/2024, 10:26:30 AM: DRKANOUS: EMAILED *****- Good Morning *****, I
received your voicemail yes*erday while I was in *he field. I wan*ed *o
shoo* an email *o give you some *hings in wri*ing and also le* you know
*ha* I will be swi*ching depar*men*s a* Consumers so your new con*ac* will
be *******************, I have CC d her on *his email chain. Curren*ly I have *he
projec* lis*ed as AG, I don * see *ha* we ever go* some*hing from you
regarding *he proper*y being AG. Do you happen *o have any*hing like a
no*e from *he building depar*men*? We are wai*ing on a easemen* *o be
re*urned from yourself and ******. Do you s*ill have *he easemen* or would
you like us *o have righ* of way resend? No inspec*ion will be needed
since *his is considered ag, so paymen* of invoice, re*urn of go ready and
re*urn of easemen* is wha* we are wai*ing on. Thank you
01/24/2024, 11:53:46 AM: alee: Spoke wi*h ********************* from **************
Road Commission, he s*a*ed *ha* *he eas* side has a whole series of poles
and *ha* we should be able *o do *he work wi*h *he exis*ing poles wi*hou*
adding more. He would like *o speak *o someone abou* *he design of *his
projec*. SENT AN EMAIL TO ************************* *o see if he could reach ou* *o
***** since he has been unable *o reach *************************
01/30/2024, 12:10:05 PM: alee: ****** spoke wi*h *****, permi*s are all
*aken care of EMAIL TO *****: Good Af*ernoon,I wan*ed *o follow up wi*h
you in regard *o your projec* a* *********************, do you have any new
upda*es *ha* you can provide me wi*h on *he progress of your projec*?
Please le* me know of any new upda*es you *** have so *ha* I can adjus*
*he *imeframe of your projec* *o bes* fi* your schedule.Thank you!
01/31/2024, 7:58:40 AM: alee: EMAIL FROM *****: The job has been ready
since Oc*/nov excep* for easemen* which was signed las* week. Trees were
cleared in November also when I me* wi*h ****************** believe RESPONSE:
Sounds good, i* looks like I am jus* wai*ing for *he easemen* *o be
uploaded *o your accoun*. Once comple*ed I will be able *o ge* your
projec* moved over *o our scheduling *eam.
02/1/2024, 8:28:56 AM: DSHERMAN: si*e check comple*e rou*e flagged poles
and anchors s*aked pic*ures uploaded
02/7/2024, 9:52:33 AM: alee: EMAIL TO *********************: Good Morning,Do you
happen *o know if we have received any easemen* for *he projec* a* 285 N
****** ST? The cus*omer s*a*ed i* has been sen* in?Thank you in advance!
02/12/2024, 10:09:11 AM: alee: Spoke wi*h ***********************, she s*a*ed *ha*
*he *hird par*y easemen* has no* been received. I sen* an EMAIL *o *****
*o le* him know *ha* *he easemen* has no* been received,
02/16/2024, 12:57:31 PM: alee: paymen* has been rec d, s*ill in need of
easemen*
02/22/2024, 1:38:04 PM: agoldber: awai*ing easemen*
02/26/2024, 9:57:15 AM: alee: EMAIL TO *****************************: Good Morning,I was
hoping you could provide me wi*h an upda*e on *he easemen* for 285 N
****** ST, i* looks like we have 1 bu* are wai*ing on ano*her, anyway we
can resend *ha* informa*ion *o *he cus*omer? He said he does no* know
any*hing abou* *he second one.Thank you!
03/1/2024, 8:05:07 AM: alee: sen* email *o *********************** finding ou* if we
have any new upda*es on *he remaining easemen*
03/1/2024, 8:43:28 AM: alee: EMAIL FROM ***********************: We need an easemen*
from *he neighbor *ha* owns *he proper*y across *he road from *he
cus*omer. His easemen* is all se* bu* we need *o ins*all a downguy across
*he road on*o *he 3rd par*y s proper*y. An easemen* was mailed *o *hem
awhile ago looking fur*her in*o i* *he address on *he *ax roll does no*
ma*ch *he physical address for *he 3rd par*y. I will re-send *he easemen*
*o *he 3rd par*y a* *he physical address and I can email i* *o *he
cus*omer if we have a good email for *hem.
03/6/2024, 10:53:51 AM: alee: EMAIL TO *****: Good Af*ernoon *****,I jus*
wan* *o le* you know *ha* *he missing easemen* was sen* back ou*! So
hopefully *ha* will ge* *aken care of soon.
03/12/2024, 2:50:02 PM: alee: EMAIL TO *****: Good Af*ernoon,I jus* wan*ed
*o check in *o see if you have any new upda*es on *he easemen*?Thank you!
03/18/2024, 1:58:43 PM: alee: EMAIL TO *****: Good Af*ernoon *****,Do we
have any new upda*es on *he easemen* needed a* 285 N ******
ST?No*ifica*ion 1068867498
04/5/2024, 2:57:19 PM: alee: no new upda*es on projec*, new easemen* was
sen* ou*
04/9/2024, 7:57:59 AM: alee: sen* email *o ********************* asking if she has
any new upda*es abou* *he easemen* *ha* was resen* *o *he correc* address
04/11/2024, 1:39:15 PM: alee: EMAIL TO *********************: Good Af*ernoon
*******,Do you have any upda*es *ha* you can provide me wi*h on *his new
easemen*? I* looks like your name is assigned *o i*.Thank you in advance!
04/12/2024, 12:31:56 PM: alee: EMAIL TO *******************************: Good Af*ernoon
*******,We have been *rying *o ge* an upda*e on *he easemen* needed for
*********************, *his cus*omer is very eager *o move forward. As far as I
am aware we have no* heard back a* all, bu* if we canno* ge* *his signed
*hen we will need *o ge* i* sen* back for a redesign.Please le* me know if
you can provide any assis*ance.Thank you in advance!
04/12/2024, 2:22:59 PM: alee: EMAIL FROM *******************************: ******-I know
*his has been ou* for qui*e some *ime and we have no* had any luck wi*h
*racking *he *hird-par*y Easemen* down. We had a field agen* make a *rip
ou* *o *he job si*e while snow was s*ill on *he ground and lef* a door
hanger. I have ano*her ******* who is making a final a**emp* and ***
likely also reach ou* *o *he ** *o see if *hey had any info on *heir
neighbor.If *his is unsuccessful, re-design will be *he only op*ion. A*
*ha* poin* you would likely need *o kick *he job back *o *he original PC
who handled *he projec* *o run *hrough *he re-design process.Thanks,
04/18/2024, 9:59:52 AM: alee: adjus*ing LCC *o early nex* week for *he
final easemen* a**emp*
04/23/2024, 3:27:39 PM: alee: Sen* ******************************* an email asking if
*his projec* should be sen* for a redesign
04/24/2024, 12:51:34 PM: alee: email from *******: ******-Looks like we
are s*ill pursuing *his. Should no more wi*hin *he nex* week or so?
05/10/2024, 8:09:31 AM: alee: EMAIL TO *****: Good Morning *****,I wan*ed
*o follow up wi*h you in regard *o your projec* a* *********************, as a
friendly reminder we are needing *he following i*ems before we can move
*he projec* over *o scheduling Si*e pho*os - The pho*os need *o con*ain
*he following i*ems in order *o verify si*e readinesso Views *o
s*ruc*ure/me*er loca*ion on s*ruc*ureo Me*er heigh* wi*h measuremen*.
Valida*ion of 3 6 *o 5 0 off final grade. MUST include a *ape measure
showing *he ground *o cen*er of me*er socke*.o Pho*os of *rench rou*e show
a clear ***** pa*ho Pho*os of Red Top S*ake loca*ions/Primary flagging if
needed.Thank you!
05/23/2024, 9:58:10 AM: alee: emailed ******************************* for an upda*e on
*he easemen*
05/28/2024, 9:58:46 AM: alee: sen* ano*her email *o ******************************* again
*o *ry and ge* an upda*e on *he easemen*. Included ******************* as well.
******* VERIFIED EASEMENT IS NOW COMPLETED
05/28/2024, 10:02:33 AM: alee: called and lef* ***** a VM *o give me a
call back so I can verify *ha* all *he *ree work was comple*ed back in
November and *o see if he is ready *o move over *o scheduling
06/3/2024, 12:55:15 PM: alee: RELEASED TO SCHEDULING co*d 6/27/24
06/7/2024, 12:46:43 PM: TRBUSH: SCI: No inspec*ion s*icker on socke*, no
*ree *rimming comple*ed, no miss dig flags. Line will be over *he corner
or *he garage being *ha* cons*ruc*ion will be on arms. (Ei*her move *he
s*ake a* loca*ion #1 *o *he nor*h or move isola*or and build ver*ical.
Migh* wan* *o check and make sure we are no* in *he ************. SENT TO
PC
06/13/2024, 10:39:02 AM: alee: called and LVM for ***** *o give me ano*her
call back abou* his failed si*e check
06/14/2024, 10:03:07 AM: alee: escala*ion reques* sen* over *o ***
COMPLETION:
On or before 06/27.
CUSTOMER INQUIRY CLOSED AS OF 6/19/2024
FOLLOW UP/QUALITY CHECK: no* done a* discre*ion of cus*omer care rep.
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