BBB Accredited Business since

Consumers Energy

Additional Locations

Phone: (517) 788-1824 Fax: (248) 433-5644 View Additional Phone Numbers   http://www.consumersenergy.com



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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Consumers Energy meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Consumers Energy include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 210 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

210 complaints closed with BBB in last 3 years | 67 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 117
Delivery Issues 2
Guarantee/Warranty Issues 1
Problems with Product/Service 90
Total Closed Complaints 210

Customer Reviews Summary Read customer reviews

3 Customer Reviews on Consumers Energy
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 3

Additional Information

BBB file opened: February 01, 1995 Business started: 01/01/1886 in MI Business started locally: 01/01/1886 Business incorporated 01/22/1968 in MI
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Public Service Commission - GENERAL
6545 Mercantile Way #7 P.O. Box 30221, Lansing MI 48909
http://www.cis.state.mi.us/mpsc
Phone Number: (800) 292-9555
Fax Number: (517) 241-6181

Type of Entity

Corporation

Business Category

Electric Companies Natural Gas Companies Business Services - General

Alternate Business Names
a CMS Energy Corporation Company

Additional Locations

  • 11244 Wilkinson Rd

    Lennon , MI 48449

  • 1737 Spring Arbor Road #202

    Jackson , MI 49203

  • THIS LOCATION IS NOT BBB ACCREDITED

    2400 Weiss Street

    Saginaw, MI

  • 3201 E. Court Street

    Flint, MI 48506

  • 4600 Coolidge Highway

    Royal Oak, MI 48068

  • THIS LOCATION IS NOT BBB ACCREDITED

    666 W. Willow St.

    Lansing, MI 42069

  • P.O. Box 30162

    Lansing, MI 48909

  • P.O. Box 3500

    Jackson, MI 49204

  • P.O. Box 369

    Royal Oak, MI 48068

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/20/2016 Problems with Product/Service
7/17/2016 Billing/Collection Issues
7/14/2016 Billing/Collection Issues
7/12/2016 Problems with Product/Service
7/12/2016 Billing/Collection Issues
7/11/2016 Billing/Collection Issues
6/29/2016 Problems with Product/Service
6/27/2016 Problems with Product/Service
6/23/2016 Billing/Collection Issues
6/22/2016 Problems with Product/Service
6/21/2016 Billing/Collection Issues
6/19/2016 Problems with Product/Service
5/25/2016 Billing/Collection Issues
5/17/2016 Problems with Product/Service
5/17/2016 Problems with Product/Service
5/17/2016 Delivery Issues
5/6/2016 Billing/Collection Issues | Complaint Details Unavailable
5/5/2016 Problems with Product/Service
4/24/2016 Billing/Collection Issues
4/21/2016 Problems with Product/Service
4/11/2016 Billing/Collection Issues
4/10/2016 Billing/Collection Issues
4/8/2016 Billing/Collection Issues
4/7/2016 Billing/Collection Issues
4/6/2016 Billing/Collection Issues
4/4/2016 Problems with Product/Service
4/3/2016 Billing/Collection Issues
3/29/2016 Billing/Collection Issues
3/28/2016 Billing/Collection Issues
3/21/2016 Problems with Product/Service
3/21/2016 Problems with Product/Service
3/15/2016 Billing/Collection Issues
3/14/2016 Problems with Product/Service
3/13/2016 Problems with Product/Service
3/13/2016 Billing/Collection Issues
3/10/2016 Problems with Product/Service
3/10/2016 Problems with Product/Service
3/9/2016 Billing/Collection Issues | Complaint Details Unavailable
3/8/2016 Problems with Product/Service
2/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hi, I am writing because I am having issues with consumers energy, and don't know how to have them resolved. Consumers contacted me a few months ago saying their meter had broken, and they had not billed us correctly for 4 months. They were now estimating how much we should have been billed and billing us.This amount was over $500. I told them that we could not pay this all at once. The agent said that she could not help with a payment plan, because we were enrolled in the budget plan and could not be in 2 payment plans at once, but would defer the large payment being added on until we were off the budget plan. I accepted this and paid my bills until I got letters saying I was not paying the large amount and needed to. Called them again and was told we were okay.later I got a letter in the mail saying I was kicked off the budget plan because of the large amount I had not paid off and will be shut off in the next week. We had been paying the monthly amount, just not the estimated bill, like we were told to do. I lost the money the budget plan was supposed to help with by just being kicked off, they will not put me back on, so I could have overpaid that monthly already. I am paying over and over again for their mistake. I do not trust that they will not shut me off now, during the winter, and still can not afford to pay this estimated bill all at one time. They can not seem to help me with resolving this issue, and I feel I am just being taken advantage of by being kicked off the budget plan, billed by estimation, and wanted to pay a large amount at once on top of my monthly bill for their mistake. I need help resolving this and not shit off this month when temperatures will be below freezing.

Desired Settlement: Please help with a solution, not have service shut off, not pay unfair charges, and correction for being kicked off the budget plan I was on. I want clarification and the actions to be followed through on, not just said and ignored.

Business Response:

Dates of service: 08/06/2014 – Present

 

Mr. ***** had a Non-registering Electric Meter. We investigated the electric meter on 10/06/2015 and when it was found to be non-registering,  We installed a new meter at the home. After the adjustment, the account had a total balance of $271.03.  The usage from the non-registering time-frame was billed on 10/27/2015 and included the following note on the account:

 

- Rebilled non reg electric meter from 6/19/15 to 10/5/15 based on new meter use with 17.5 kilowatt hour use per day. If any questions please call ###-###-####, if transferring customer please warm transfer to Customer Billing.

 

Mr. ***** requested enrollment on the Budget Plan, on 11/13/2015, After the catch-up bill was generated on 10/27/2015.

 

02/16/2016 09:37:13 ***** W. ****** (BW******)

I left a message for Mr. ***** on 02/16/2016 at 9:45 AM,

 

02/18/2016 13:50:15 ***** W. ****** (BW******)

The highest amount the bill showed owing was $436.03 due to the account being rebilled and a few months where no payment was necessary. I left a message for Mr. ***** on 02/18/2016 at 2:23 PM,

 

02/19/2016 06:21:52 ***** W. ****** (BW******)

12 Month Payment History

Date Amount

03/30/15 $207.68

04/21/15 $157.11

05/18/15 $110.62

06/10/15 $78.37

07/20/15 $71.51

08/25/15 $29.34

09/15/15 $27.47

12/15/15 $165.00

01/19/16 $165.00

 

I have sent the following letter to Mr. ***** on 02/19/2016:

February 19, 2016

 

 

Dear Mr. *****,

 

I'm pleased to tell you we've had a chance to look into your inquiry placed with the Eastern Better Business Bureau. I understand your inquiry

is regarding a non-registering meter. I’m truly sorry the meter at your home stopped working properly. I can understand how receiving a bill like this would be unsettling.  Your electric meter failed to register usage around June 19, 2015. After investigating the meter on October 6, 2015, we verified the meter wasn't registering your electric usage. Then we rebilled the account on October 27, 2015, based off the electric use per day from the date the new meter was installed. The dates we rebilled the account were June 19, 2015 to October 5, 2015. This rebilling was completed under the guidelines of the

Michigan Public Service Commission.

 

The account was setup on the Budget Plan and with the rebilling of the account, we required Budget Plan Payments for the two months payments weren't made to the account, October and November, to be up to date on the Budget Plan. Your total balance owing on February 17 was $369.47. In order to enroll

you on the Budget Plan, we will need to have your account paid up to date.  This amount is lower than the $436.03 bill you received to get you caught

back up on the Budget Plan.

 

All payments made to the account have been credited to your account. Please let me assure you that no money has been lost.  We would be glad to setup an installment plan to help you get caught back up with your account. We can break up the $369.47 into 6 equal monthly payments, to be paid along with your future bills. Setting up an installment plan will help to ensure your services are not turned off. I have placed a hold on your account for 14 days to await your reply. You may pay this balance in full, or setup a payment arrangement, if you'd like. Please give me a call if you have any questions. Here's my direct line, ###-###-####.

 

Our best wishes to you. Have a great day.

 

Thank you,

***** ******

Customer Care Representative

*****.******@cmsenergy.com

cc Eastern Better Business Bureau

2/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Consumers Energy put a smart meter on my home. Since this, which was in summer, My bills have been more than double. Just paid off to a zero balance and a few days later it says my bill is back up to 451 dollars. I have multiple emails to them asking them to check out meter since the usage is so dramatically different since this new meter and I get absolutely no where but a run around. If I dont pay this outrageous bill then they shut off my electric, but I call about the problem and they refuse to help me. I have also not been billed, and I call to get that straightened out and they say its their fault but then I get double billed in same month when I am struggling to just pay the month to month let alone all the extra they are adding on. When is enough, enough?? My bill went from 160ish to now 451? Something is wrong, especially when I have been here for 4 years and nothing has changed for electric wise. Im begging for help, I can not afford these problems but Consumers is blowing me off and treating me like complete trash.

Desired Settlement: I would like my bills to be fixed and this may not be possible until they figure out the problems with the meter. I know I am not the only one dealing with this issue and its not right. These meters are off and not right, how do they expect any normal household to pay 500 a month for electric? Get these meter problems fixed PLEASE!!

Business Response:

Average consumption from August to January

8/21/2015 to 1/26/2016 1228 kwh

8/25/2014 to 1/22/2015 1346 kwh

8/23/2013 to 1/24/2014 1390 kwh

 

Average consumption shows the customers consumption has decreased since the smart meter in comparison to years prior.

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

Bill invoice for $451.25 includes prior months balance of $197.69, 12/24/2015 to 1/26/2016 1692 kwh $253.56 + $197.69 = $451.25

 

original bill

11/24/2015 to 12/23/2015 68 kwh $17.71 (estimate no attempt)

 

Adjusted bill

11/24/2015 to 12/23/2015 1492 kwh $197.69

 

Account automatically levelized when we obtained an actual read on 1/26/2016 therefore issuing a corrected bill for last month with the

current months bill.

 

2/18/2016 @ 5:45, I called and spoke with ******** ***** I first I apologized to Ms. ***** for how she felt and was treated when she previously called in to our contact center. I went through the consumption usage with Ms. *****, explaining to that there has been a slight decrease since the new meter was installed. In comparing to prior years we are not seeing any type of increase. I explained to her that the bill for $451.25 is not for one month that it was for 2 months and the prior month was estimated low and when we got an actual read on 1/26/2016

the low estimate was corrected.

 

Ms. ***** was extremely upset by this, felt she should not have to pay for this error. Said she had her account at a zero balance before this. I apologized to her and offered her payment arrangements. She declined. She then asked if I would talk to her fiancé because she was too upset to talk to me. I again apologized to her for upsetting her and told her I would be happy to talk to him.

 

***** ******* got on the phone and I explained to him the same thing I just had explained to Ms. *****. Mr. ******* was calm and understood what

happened. Ms. ***** started yelling in the back ground telling Mr. ******* to yell at me and argue with and demand that they were not paying this bill. Mr. ******* did not. I told him I understand they are both upset with the situation and we can work out a payment arrangement. However the energy was used therefore we would not be removing it from the account. Mr. ******* said he understood and didn't have anything further to discuss. 

 

I apologized to Mr. ******* and told him if they do receive an estimate again in the future they can always contact me directly with an actual read and I would be happy to help them with an adjustment if necessary. I provided him with my email address.

 

Closed complaint 2/18/2016

Tell us why here...

2/29/2016 Billing/Collection Issues
2/18/2016 Billing/Collection Issues
2/18/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I would like to take the time to make it very clear that Consumers Energy is extorting money from their consumers. I pay a month bill based on the amount of energy i use a month but getting charged for what they estimated. How is this legal I didn't sign nothing or was I ever told anything about a possibility of these estimations. If this is how business is ran in the U.S. why cant i estimate the worth of your job, your service, and your time because these are all the things that they them-selves are doing to us. The gas company do estimate how many gallons of gas I pay for when they show the price of a gallon. How can they just estimate a price when you are charged by the kilowatt per hour?

Desired Settlement: I would like to see them have to pay for every dollar they have estimated and be charged for proper services and see every dollar gave back that they extorted from all the hard working families they are stealing from.

Business Response:

02/05/2016 13:15:18 ***** A. ***** (JA*****)

****** K ****

CA# *********728

*** ** *** **** ** ******** MI 49092-9767

I have remarked the account.

Dates of service: 09/15/14 - present.

Current account balance: $1356.10

Customer is currently on the Shut-off Protection Plan (SPP) for

$324.00/mo.

Customer was on the budget plan for $83.00/mo. until Jan. 16, 2016.

Estimated meter reading history:

Month Reason for estimate

Oct. 2014 Not attempted

Oct. 2015 Not attempted

Nov. 2015 Dog

Dec. 2015 Dog

12 month payment history:

Posting Date Payment Amount

01/15/2016 83.00-

12/11/2015 83.00-

11/13/2015 83.00-

09/25/2015 166.00-

08/06/2015 83.00-

06/29/2015 83.00-

06/04/2015 83.00-

04/24/2015 83.00-

03/25/2015 83.00-

02/23/2015 83.00-

02/06/2015 23.00-

02/02/2015 60.00-

01/16/2015 38.00-

02/05/2016 13:29:48 ***** A. ***** (JA*****)

I'm sending the following email to Mr. *****'s email address:

Dear Mr. *****,

I#m pleased to let you know that we've received your concerns regarding

the estimated billing for *** ** * **** *** ******** , MI from the Eastern

Better Business Bureau. Because our customers are important to us, we've

taken your concerns seriously and are reviewing the account. I will be in

touch with you when my review is complete.

Thank you for your patience and understanding while I work to resolve your

concerns.

Respectfully,

*****

***** A. *****

Customer Care Representative

Office: ###-###-####

Fax: ###-###-####

*****.*****@cmsenergy.com

02/10/2016 16:23:15 ***** A. ***** (JA*****)

4:20 pm - I called ###-###-#### and received a message indicating that the

voicemail box was full. Unable to leave a message.

The account is notated that it is okay to speak to Mr. *****.

Further review of the account shows that the customer enrolled in SPP

(Shut-off Protection Plan) in January 2015 for $83.00/mo. (incorrectly

stated above as the budget plan) This amount was calculated based on the

previous year's account history at this address and the customer's balance

at the time of enrollment ($370.89). It appears that the home was vacant

prior to Ms. **** moving in.

SPP is an 18 month program with the payment amount remaining the same for

the first 12 months and then adjusted for the final 6 months based on the

account balance. The goal of the program is to have the customer caught up

and current at the end of the 18 months.

While on SPP, monthly bills showed actual usage, and the actual account

balance. The estimated billings did not have anything to do with the

change in the SPP payment amount.

I am sending the following letter to Mr. *****:

February 10, 2016

****** K. ****

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

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

********, MI 49092-9767

Account Number: *********728

Dear Ms. ****,

I#m pleased to let you know that we've received your concerns regarding

your meter reading and billing for *** ** *** **** *** ********, MI from

the Eastern Better Business Bureau. Because our customers are important

to us, we've taken your concerns seriously and have reviewed your account.

Since the service here was placed into your name at this address in

September 2014, there have only been four estimated meter reads. Two

months were estimated due to meter reader absence, and the last two

estimates, the meter reader indicated that a dog prevented them from

getting a reading.

Your estimated meter readings were not the cause of your large balance and

the increase in your monthly payment amount. When you enrolled in the

Shut-off Protection Plan (SPP), the monthly payment amount calculated for

you to pay was based on your account balance at the time of enrollment and

the usage history for the 12 prior months at this address.

It appears that before you moved in to the property, it was vacant with

minimal usage, so the monthly payment amount you were billed under SPP was

significantly less than your monthly energy usage here. Each month, your

bill showed your actual energy usage, the actual billed amount, and your

actual account balance.

When you enrolled in SPP, a letter explaining the program was sent to you.

After 12 months at the initial payment amount, the account was reviewed

and a new payment amount calculated with the goal of bringing the account

to a zero balance at the end of the full 18 months of the program.

It is my sincere hope that this information has resolved your concerns.

Please let me know if there is anything further I can do to help you.

Thank you for the opportunity to assist you with your inquiry.

Respectfully,

***** *****

Customer Care Representative

###-###-####

Tell us why here...

2/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid my bill of 278.41 off on 02/09/2016 and consumers energy refused to turn my electric power back on. I have a pregnant spouse and daughter that because they couldn't get heat they froze which is extremely unhealthy!!!

Desired Settlement: I would either like a refund of 278.41, or 1 year of free service!!!!

Business Response:

02/12/2016 10:23:02 ****** G. ******* (RGESCUTI)

On February 10, 2016 at 3:22 PM I called phone number ###-###-#### and

left a message for **** ***** to contact me back directly. I left my

direct phone number.

02/11/2016 17:06:16 ****** G. ******* (RGESCUTI)

Account number: **** **** ****

**** *****

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

***** ****** MI 49505

Dates of Service: 04/19/14 to current

Total balance due 02/17/16 is $262.31 (credit)

Shut Off Notice History:

01/20/16 Shut off notice mailed $206.03

01/27/16 phone call attempted

02/02/16 phone call attempted

02/03/16 phone call attempted

02/03/16 Intent to disconnect mailed

02/09/16 at 10:33 AM the service was turned off for non-payment (remotely)

02/09/16 at 9:03 PM the service was connected (remotely)

Payment History:

08/31/15 $75.00

09/14/15 $75.00

09/28/15 $75.00

10/09/15 $75.00

01/29/16 $25.00

02/05/16 $25.00

02/09/16 $36.55

02/10/16 $244.86

02/10/16 $172.90

02/10/16 $78.21

Mr. ***** total balance due 02/17/16 was $241.86. Payments of $244.86 +

$172.90 + $78.21 were applied = $495.97-.

Mr. ***** has a credit balance of $254.11-.

On February 11, 2016 In light of customer service I removed $8.20 late

payment charge.

$254.11 + $8.20= $262.31-

Mr. ***** has a credit balance of $262.31-.

On February 11, 2016 at 9:40 AM I spoke with Mr. *****. I told Mr. *****

our records indicate the service was restored 02/09/16. Mr. ***** said he

overpaid and when he spoke to customer service they told him we will not

mail a refund. I apologized to Mr. ***** for customer service and

explained to him I do see the credit of $254.11 and as a courtesy I will

remove the late payment charge of $8.20. I will request a refund check for

$262.31. Mr. ***** said he appreciated my help and the phone call.

A refund check request was submitted for $262.31.

Formal Resolution Completed 02/11/16

Tell us why here...

2/17/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My boyfriend and I moved into our new home on ******** 3 weeks ago. My boyfriend had Consumers switched to our new address in January 4th. The woman he spoke with at Consumers told us due to fraud on our meter previously we, at some point had to prove we lived there. She did not disclose a timeframe or anything. Then, on January 22nd 2016 I came home from work to a house with no power. It was 57 in the house and declining. We called Consumers and they said we had 5 days to get he proof into them or they would shut off our power. They even said they sent us a final notice. Which at that point we had not gotten, so I went and checked the mail like we do every day and low and behold there was the final notice. We received it the same day the power was shut off. We were the. Told we had to call back Saturday because Customer Service was closed till 8 am. So we waited, froze all night and called Saturday. The service was dispickable, they were rude and said we were told even after we said the original rep never told us. Then, the rep said if we get proof faxed to them our power can be turned on after it was reviewed. So we ran around town and completed that. Consumers called and said they got the paper work but the department that reviews it is closed till Monday and even then it can take 3-5 business days to review. By then our power would be off for 8 days, in the middle of the winter and we also have animals. They did not care, not even a manager.

Desired Settlement: I want my service turned back on immediately. An apology and no more problems from them. A possible discount for our troubles would be nice. Really I'd rather not use them but given the fact that I have no choice we will continue. Their representatives should be better trained and think more about people than money

Business Response:

01/29/2016 12:39:15 ******* J ****** (DJ******)

Account number  ****

***** *****

***** ******** Rd.

******** MI 48457

Dates of Service: January 4, 2016 - Present

I have remarked the account.

**********

Time Line

Date Action/Notice

12/30/15 Move-In Requested - for 01/04/16 - PIR requested

01/15/16 Condition of Service Letter - mailed

01/22/16 Service Disconnected

01/23/16 Lease/ID - faxed in

01/25/16 Service Approved

01/25/16 Service Reconnected

**********

On 12/30/15 the account was automatically noted that PIR was required.

1/23/16 - The following note was left on the account by call center

supervisor:

User Notes 01/23/2016 12:03:56

=======================================================

********** Supervisor Call

Joined call with CSR ******. Mr. ***** aware unable to restore service

until the documentation that he faxed today is reviewed. Per notes on

contact - paw/Needs lse/id and fraud approval. He states did not get

letter we mailed on 1/15 until yesterday. He has pregnant wife and no

relatives in area. Sent note to Fraud.

1/25/16 - The following note was left on the account by fraud

investigator:

=======================================================

User Notes 01/25/2016 08:08:08

=======================================================

*********5 End Contract Reversed

TN APPROVED FOR ***** ***** / 10302013****

***** ******** RD ********

**********

1/26/16 - At 5:10 pm I called ###-###-#### and left a voicemail with my

contact information.

1/29/16 - At 11:37 am I called ###-###-#### and spoke to ***** about their

concerns. ***** said that he didn't remember the person telling him that

he had to get the paperwork in right away. I explained to him at the time

of a move in request the customer service representative reads from a

script on the move in screen that states that we need your ID/social

security/lease within 5 days. If it's not received we do send a letter

for Condition of Service which was mailed on 1/15/16.

01/29/2016 13:34:47 ******* J ****** (DJ******)

***** told me that they had faxed in the paperwork after the power was

turned off but he was told that we wouldn't help them over the weekend. I

apologized that after 6:00 pm our customer service is closed and we are

just emergency services and we would not be able to approve anyone for

service after that time of day. I explained that when a customer's

paperwork is faxed in it goes to our investigators in the Fraud department

and they have to validate everyone for service. I explained that

department does not work over the weekend but the supervisor that he had

spoken with did alert them that you needed to be approved. It can take

from 3-5 business days for the process but on Monday 1/25/16 the fraud

department did work to get him approved so that we could get the service

restored for them on Monday.

I apologized to ***** that his electric service had been turned off, as I

know how upsetting that would be, but we did work as quickly as possible

to have it restored after he faxed in his documentation. ***** said he

understood it was just upsetting because they were without power over the

weekend. ***** also said that it didn't matter anymore because the power

is back on. He thanked me for calling and ended the call.

Complaint closed.

Consumer Response:

[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

 

I would like a process change so this is not allowed to happen to other customers over the weekend. You should NOT be allowed to turn off someone's power over the weekend knowing well enough you can't do anything about it till Monday!

Regards,

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

2/15/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am filing a complaint against consumers energy I know I owe money on the bill my gas is getting ready to be shut off last week I thought it was taken care of through the care program and they said it was so I let it go but two days ago they posted on my **** **** and said it was denied and I have a wife that recently got over having acongestive heart failure and is a diabetic and I have two kids in the house andthey wont work with me

Desired Settlement: I would like to come to a comperble payment plan and not have my gas shut off especialey it being winter out side and as soon as possible please my gas can be shut of at anytime please help me again this is with consumer energy please help me asp

Business Response:

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

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

******, MI 48091

 

 

Dear Mr. ********,

 

Thank you for your inquiry that you placed through Representative ***** ******’s office.  I understand this is regarding your account.  I regret that I have been unable to reach you by telephone.

 

Our records show that a Turn Off notice was sent to you on December 4, 2015 that did expire on December 14, 2015 for the amount of $1,834.79.  The full balance owed on your account by January 27, 2016 is $2,081.13.  Your DHS caseworker has placed an assistance hold on your account through January 27, 2016.  Because there have been 2 payment arrangements with us that did not complete as well as 3 separate requests for our Shut Off Protection Plan that down payments were not received within the last year, the account would not be eligible for any other payment arrangements at this time.

 

The last payment that was received for your account was $36.00 that posted December 8, 2014.  You submitted 7 payments to us in 2015 and all were returned by your bank.  We have also placed, at your request, numerous holds and extensions on the account in the last 12 months.  I do want you to be aware that if the turn off amount of $1,834.79 is not authorized by an assistance agency or paid in full by January 27, 2016 your service could be interrupted.  I will also be monitoring your account and if any additional holds are placed in error I will be removing them.

 

If you have any additional questions please let me know.

 

Sincerely,

 

 

**** ******

Customer Care Representative

###-###-####

*******.******@cmsenergy.com

 

CC:  Representative ***** ******’s Office

Update:

I called him at ###-###-#### and left him a voicemail explaining that our position has not changed.  We would still need $1,834.79, the full amount of his turn off notice, to keep his services on.  I also let him know it can be scheduled for turn off at any time.

 

Customer knows until payment has been made there will be no more Holds.  We have received 7 non sufficient funds..payments.

2/11/2016 Billing/Collection Issues
1/18/2016 Billing/Collection Issues | Complaint Details Unavailable
1/11/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Consumers energy has been giving me the run around about getting my power turned on for the last few weeks they told me that I had an outstanding bill that needed to b paid so I paid it and they told me they had accepted the payment and they came out and turned my power on I had to move due to helth issues in that house so we moved to another trailer well now I am trying to get the power switched and they won't due it because my wife has an outstanding bill when the electric is supposed to be in my name they ended up switching the power into my wife's name and out of mine because of here outstanding bill when they did this they never informed us of the switch or asked us for our permission I need someone to take immediate action I have a three month old child who wi,ll be staying in this house and he needs heat I would appreciate it if someone could get this resolved

Desired Settlement: I want someone to figure out why my power is not on seeing that it has been weeks and have someone get out and turn the power on

Business Response:

***** ******

** ****** ***

***** MI 48617

Dates of Service: December 23, 2015 - January 1, 2016

I have remarked the account.

**********

Time Line

Date Action

12/22/15 Service Requested for ** ****** *** by ****** ***** -

balance owed of $125.53

12/23/15 Payment of $125.53 - received

12/23/15 Request Reversed - per ****** *****

12/23/15 Service Requested for ** ****** *** by ****** ***** -

documentation requested

12/29/15 Lease Received - in ****** & ******* name

12/29/15 Service Placed in ******* name - balance owed of $288.31

from previous address

12/30/15 Salvation Army Authorized Payment of $288.31

01/02/16 Service Placed in ******** Name

01/02/16 Service Turned on at 3:13 pm

**********

12/30/15 - At 1:16 pm I called ****** at ###-###-#### and left him a

voicemail with my contact information.

01/04/16 - At 9:34 am I called ****** at ###-###-#### and left him another

voicemail with my contact information.

01/04/16 - Due to no response from ****** I sent him the following letter:

January 4, 2016

****** *****

** ****** ***

*****, MI 48617

Account Number: **** **** ****

Dear Mr. *****,

I am writing in response to the inquiry that you placed with the Better

Business Bureau. I understand this is regarding having services placed

into your name. Sadly I have not been able to reach you by telephone.

After reviewing your account I see that you had requested service in your

name at ** ****** ***, ***** on 12/22/15 but you had an outstanding

balance of $125.53 that had to be paid before we could process your

request and it was received on 12/23/15. That request was reversed as you

have requested and you then requested service in your name at ** ******

Dr., ***** and we required documentation to complete the request.

On 12/29/15 we received your documentation and the rental agreement was in

both you and your wife *****#s name. Because ***** had an outstanding

balance the service was placed into her name and her balance had to be

paid before the electric service could be restored. **** from our

investigation department attempted to call you on 12/29/15 to explain this

but there was no answer and voicemail was not set up so she was unable to

leave a message.

Our records show that on 12/30/15 Salvation Army authorized a payment of

$288.31 to cover the outstanding balance owed by *****. When you

contacted us on 1/2/16 our customer service representative was able to

have the services turned on in your name at ** ****** ***, *****. The

service was turned on at 3:13 pm on 1/2/16.

I do apologize for any inconvenience this may have caused. If you have

any further questions please call me directly at ###-###-####.

Sincerely,

**** ******

Customer Care Representative

###-###-####

*******.******@cmsenergy.com

CC: Better Business Bureau

Complaint closed

________________________________________________________________________

12/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Consumers posted account number in public site october 2015 after contacting consumers attorney we decided we would close my account and resume it under my wifes name and new acct number ******* ********** assured my they would transfer my essential gold appliance plan to my wifes account because it was a legal matter after first bill it was not on there I contacted ******* who assured me it would be on the next bill it is still till this day not carried over I left her several messages and received no call back

Desired Settlement: Would like the gold essential plan carried over to wifes account as promised by *******.

Business Response: 12/03/2015 10:40:37 *** s ******* (*********
****** ******* *** * **** **, Ionia, account number **** **** ****.
12/3/2015 @10:42am I called and spoke with ******* ******, I explained to
him that I was forwarding this concern to our ASP department to ensure the
plan is set up as it should be. I do see it has been added and it is
during his grace period time until 12/17/2015.
Assigned out to **** ****
12/04/2015 12:58:41 *** s ******* (*********
I received resolution response from **** ****
Escalation agent from ASP department contacted Mr. ****** 12/3/2015 and
explained to Mr. ****** that we will override the grace period if any
repairs are needed from now until 12/17/2015. Also as a courtesy/apology
we are not billing the customer for the first months payment on the
appliance service plan. Mr. ****** was pleased with this resolution.
Closed complaint 12/3/2015

Consumer Response:

[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,

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

12/2/2015 Problems with Product/Service
11/30/2015 Problems with Product/Service | Complaint Details Unavailable
11/4/2015 Billing/Collection Issues
11/3/2015 Billing/Collection Issues
10/27/2015 Billing/Collection Issues
10/13/2015 Problems with Product/Service | Complaint Details Unavailable
10/7/2015 Billing/Collection Issues
9/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On wed aug 26th 2015 i came home from work (5pm) and consumers was at my home removing my meter to my electric service never giving me any notice at all that this was to happen i was current on my payments to them we upon asking what is going on all i was given was a ladys name ***** and a phone number to call i call the number and she was not at work till friday soo i wait to hear from someone ***** calls me at 230 friday afternoon and tells me someone has tampered with my meter (it wasn't me) and then says if you pay 1,800 we will reconnect my electric i have done nothing wrong but yet they wanna charge me and treat me as if i have my son need a breathing treatment with albuterol for his condition and i have to use my neighbors power to do these treatments i feel like im being railroaded and falsely accused of something i had no part in at all the house is a rental and it could have been done before i moved in just looking for answers

Desired Settlement: I would like my electric restored and nit to b charged for it as it was not my fault i have done nothing wrong to deserve this treatment

Business Response: Tell us why here...
09/01/2015 08:26:21 ***** W. ****** (BW******)
******* L ***** / ************ / **** ****** ** ******* ****
Dates of Service: Prior to July 2008 - 08/25/2015
Service had been in Mr. ******* name for more than 7 years at the time
service was disconnected for Theft of Energy.
Theft Case #******
09/01/2015 08:36:13 ***** W. ****** (BW******)
I have sent an email to ***** *****, cc **** ******, ***** ********, and
*** ********.
09/01/2015 09:54:17 ***** W. ****** (BW******)
Theft Details:
DATE THEFT STARTED: 3/1/12
NATURE OF TIP: Corix smart meter installer found a drill hole in side of
plastic meter cover and government seal is missing. They installed TPR
lock and sealed box.
DATE RECEIVED: 8/12/15
Closed customer#s active account, #************, on 8/25/15 with an index
of 37558 and billed an additional unmetered use from 3/1/12 - 8/27/15 of
7845 kWhs.
We based the date the theft started because the usage dropped by about
half.
Theft Billing Information:
$1843.09 = $52.17 (account #************ - metered use through 7/27/15,
index *****) + $200 deposit + $80 reconnect fee + $430.70 (account
#************ theft invest cost) + $1080.22 theft use (account
#************)
Customer Contacts:
I returned the voicemail left on 8/26/15 to **** ***** 231 676 2535 on
8/28/15 at approximately 14:30. He denied any knowledge of the tamper. I
explained that the tamper was not done by CE and his home received benefit
of the unmetered/unbilled electric service. **** doesn't feel he should be
held responsible for something he did not do. I asked why he didn't come
to the door when the police were onsite and give his side of the story? He
claimed that he was not home at the time (see ****#s write up below). He
then stated that he wasn#t the owner of the home. I told him that per the
assessor on 8/11/15, he is the owner of the home and the home is 100%
Homestead exempt. I made a deal to accept $1400 cash/money order in DPO
for reconnect. The remaining balance is to be transferred to his new
active account, at which time he can make an arrangement on the balance.
Investigation Notes:
The electric service was on and there was a small hole (approximately
3/16") in
the side of the plastic meter cover and there were scratch marks inside
the
meter giving evidence that an object had been inserted into the meter to
retard
the amount of electrical usage being registered and allow partial
unmetered
(illegal) electric service.
I contacted Antrim County Central Dispatch at approximately 4:02pm and a
deputy
was dispatched to my location.
I contacted Electric Dispatch at approximately 4:14pm and an Electric
Service
Worker (ESW) was dispatched to my location.
Deputy M ****** arrived at approximately 4:27pm and I briefed him on the
situation and showed him the evidence of electric utility theft. In
Deputy
******#s presence I removed the meter box cover and we discovered that the
TSeal
had also been removed and the meter cover fell off the meter when I
began
to remove it indicating that the meter had previously been tampered with.
Deputy ****** retained the electric meter as evidence.
Deputy ****** attempted to make contact with the residents and spoke with
a
young white male who identified himself as the son of the Customer or
Record and
he told Deputy ****** that his father was not home and in fact was at work
in
Cadillac.
Deputy ****** finished his investigation and left the scene at
approximately
5:04pm.
I requested and processed a meter removal order and secured the meter
socket
with a pie plate, a tamper proof side lock, and a red seal. Today#s
electric
meter read was 37558.
RESOLUTION: I made deal to accept $1400 for reconnect instead of $1843.09
in full.
I attempted to reach Mr. ***** on 09/01/2015 at 10:14 AM at phone numbers,
###-###-#### and ###-###-####. Neither phone number was working.
09/04/2015 13:41:12 ***** W. ****** (BW******)
I spoke with Mr. ***** on 09/04/2015 at 1:45 PM. We discussed his account
and why his services were interrupted, due to unauthorized use.
I explained we found his meter had been tampered with to lower the amount
of usage recorded by the meter.
He said he didn't do this and doesn't know who did. I explained that he
still benefitted from service on a tampered meter that had been slowed
down to lower the amount of energy billed. That is why we are requiring a
large payment to restore services.
I also stated that we can see where the usage on his account dropped by
half and continued to stay at about half the energy he had always
previously used.
He stated that his wife left him and that's why there's a 50% drop in
usage.
We then talked about the amount to have the account restored. I informed
him we are requiring the amount of $1400.00 to restore his service. We
won't be able to restore service until this amount is paid to his account
and the remainder of the balance will be moved to his new account that is
setup at that time.
Corporate Complaint Closed 09/04/2015

Consumer Response: [A default letter is provided here which indicates your rejection of the business's offer. 

Better Business Bureau:

I have reviewed the offer 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 offer appear below:

[You must provide details of why you are not satisfied with this resolution. Please type details here:]

Regards,
As stated i did not tamper with anything and im not responsible for these alleged charges i recived nothing other then what i paid for i paid my bill not always on time but it was paid i dont know who tampered with said meter but it was not me and i will not pay for something i did not recive or do im guilty of nothing at all
**** *****

9/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently bought a high efficiency hot water heater from ***** and had it professionally installed via their contractor. It is a Whirlpool 40-gal natural gas Model # **********I am not happy with Consumer Energy's customer service. I asked for the $75 rebate they are offering and they will not recognize it since it is a contractor under license with ***** and not directly with the "mom & pop" vendors. This is ridiculous since so many customers replace hot water heaters thru Home Depot & *****.

Desired Settlement: Honor the rebate and send me check for $75

Business Response:

08/26/2015 10:32:40 ****** G. ******* (RGESCUTI)

Account number: **** **** ****

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

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

******** MI 48170

Dates of Service: 06/02/12 to current

On August 21, 2015 at 4:39 PM I called phone number ###-###-#### and left

a message for Mr. ********** indicating we have received his concern he

placed with the Better Business Bureau and I am forwarding his concerns

about the rebate. I left my direct phone number.

I emailed and assigned the complaint to ******* ******* Energy Efficiency.

On August 24, 2015 ******* ******* researched the account and spoke to Mr.

**********.

Mr. ********** called ICF, our implementation contractor, on August 18 to

inquiry about our requirement of using a participating program contractor

for installation of a high efficiency contractor. ******* *******

personally listened to the recorded call and the agent that talked with

him clearly indicated the steps the customer needed to take. Mr.

********** accepted this and thanked him for the information. He

provided no indication that he was upset or would be taking the next step

of filing a complaint.

Mr. ********** did not submit an application for the rebate, his only

communication with us was the call on August 18.

******* ******* researched the model number of the water heater (provided

by customer) and validated that it was not eligible for the rebate due to

the efficiency rating being .62 efficiency and our rebate eligibility

requirement is .67 or higher.

******* ******* spoke with Mr. ********** on August 23, and discussed his

inquiry with him. He stated that the equipment was eligible because he

checked the rating. She informed him that it may be an efficient water

heater, but did not meet the minimum requirement of .67 efficiency that is

listed on our website. She proceeded to tell him that even though the

equipment did not meet our requirements, she appreciates his feedback on

the program and would still honor the $75 rebate amount. He opted to

receive payment in Visa gift cards and she will send these out to him on

August 25 at the service address in Plymouth.

******* ******* provided Mr. ********** her direct phone number and asked

him to call her with any questions he may have in the future regarding any

of our energy efficiency programs.

Formal Resolution Completed 08/24/15

8/31/2015 Billing/Collection Issues | Complaint Details Unavailable
8/24/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: A customer service representative called my tenant to discuss my bill payment and asked them to contact me instead of doing her job. When I talked to them, they informed me that their policy is to not allow a new person to obtain service at an address where there is a previous bill - but could provide me with NO written proof of this policy and actually told me "there's no handbook or anything for our policies". Calling another person to ask them to do your job is already unprofessional and inappropriate. Making them adhere to a policy of which you have no written verification of is illegal. How do I know that policy actually exists and that it isn't just a lie to obtain the balance I owe? No one contacted me before yesterday, August 12th. I received a shutoff notice in May. A new person moved in in June. They attempted to get service in July and were told by TWO SEPARATE PEOPLE that there wouldn't be a problem. So either they lied, or the person who is contacting me is lying. Either way, I want the situation corrected.

Desired Settlement: Allow the new person to obtain service in their name. Send me a FINAL BILL and allow me to make payments until it is paid in full. Nobody is trying to skip out on the bill, and had they actually contacted ME instead of my tenant, they would know that.

Business Response:

08/13/2015 12:54:47 ***** W. ****** (********)

******* ****** / ************ / **** * ****** *** *****

Dates of Service: Pre July 2008 - Present

08/13/2015 13:16:20 ***** W. ****** (********)

I have sent a request to the Fraud department to assist with information

on this inquiry.

I left a message for Ms. ****** on 08/13/2015 at 1:14 PM, at phone number

###-###-####.

Per Fraud's notes we are denying service because ******* ****** is the

landlord on the lease that Mr. ******* provided. ******* currently has a

bill in the amount of $1286.30.

The Fraud department is requiring her bill to be paid in full for Mr.

******* to receive service in his name.

08/17/2015 11:50:18 ***** W. ****** (********)

I left a message for Ms. ****** on 08/17/2015 at 11:50 AM at phone number

###-###-####.

08/18/2015 08:57:36 ***** W. ****** (********)

I pulled an ******** report for ******* ******* and she can be placed at 2

different addresses in Ypsilanti since June 2015.

Timeline of Events

07/17/2015 - ******* ******* requested to place service into his name at

**** * ****** *** *****, on 07/17/2015. At this time he was made aware he

needed to provide his lease and ID.

07/22/2015 - Credit Department received paperwork.

08/12/2015 - **** in Credit Department spoke with ******* at 10:35 AM, at

###-###-####. She advised him services have to be placed back into

********* name until her obligations are taken care of (outstanding

balance). Account was reversed from Mr. ********* name and placed back

into ********* name.

I left a message for Mr. ******* on 08/18/2015 at 9:26 AM, at phone number

###-###-####. In the message I asked him to call me back so we can setup

service for him.

We must have Mr. ******* call to setup service in his name per the FACTA

Law.

I have sent the following email for closure to Ms. ****** on 08/18/2015,

to email address *********@gmail.com:

Dear Ms. ******,

You#ll be please to know we#ve had a chance to look into your inquiry

placed with the Michigan Public Service Commission. I understand your

concern is regarding having services at your previous address placed into

your brother#s name.

I#m truly sorry he has been unable to acquire services from us. After

looking into your inquiry further, we would be happy to extend services to

your brother.

The concern from our Credit Department regarding providing the service was

that he had been in the home since December of 2013, while service was in

your name. I pulled an address report and have found that you are no

longer in the home.

I have left Mr. ******* a message with my information to place services in

his name. If you speak with him before he receives my message, please

have Mr. ******* give me a call to setup service; here#s my direct line,

###-###-####.

Our best wishes to you. Have a great day.

Thank you,

***** ******, Customer Care Representative

Office: ###-###-#### | Fax: ###-###-####

*****.******@cmsenergy.com | www.ConsumersEnergy.com

cc: Michigan Public Service Commission

MPSC and BBB Complaint closed 08/18/2015

 

8/11/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 1/13/2015 Bought the Appliance Service Plan for Furnace & Water Heater3/12/2015 Called ###-###-####, option #3; ***** said she would cancel plan and refund the pro-rated amount $20.706/15/2015 Called same # when no check arrived or debit to my credit card AND plan had continued to bill to my credit card. ***** said he would send to "Escalation Team" for a call back in 24 to 48 hrs.6/19/2015 Called same # when received no call back. ****** said Billing Supervisor is looking at the file and she would get back to me.6/26/2015 Called same # when Billing Supervisor never called. ******* said the cancellation was not entered in the system correctly; she would put a bill block in place; credit card will be credited the amounts over billed within 7-10 days.7/05/2015 Still no credit showing on my credit card.7/15/2015 Called same #; ***** said she talked to a Supervisor who reported there is a glitch in their system and that's why it's not corrected. I asked for a call back in 24 hours.7/16/2015 ***** called to inform me he emailed the Billing Dept to process the refund.7/31/2015 Called the same #; ******* reviewed the file, said he could tell when the Billing Dept will process the refund. I reminded him this has been going on since June 15th, etc. He said the system did not bill me in July, but it still shows the service plan "active." I reminded him that the call in March to ***** was obviously to cancel the plan or her note on the file would not have indicated I was due a refund. I adamantly insisted he deactivate the service plan and that my financial institution has cancelled the credit card on file with Consumers so the refund needs to be sent in a check. Then I asked he share in his next staff meeting that it's not the amount of the refund, but the principle fact that this was started in March and I'm still having to spend my time following up with them.

Desired Settlement: Within 7 business days I have a refund check in my hands (mailing address is ***** ******* *** ******, MI 48430)

Business Response:

07/31/2015 16:44:16 ***** A. ***** (JA*****)

***** M. *******

CA# **** **** ****

*** *********** **** ******, MI 48430-2286

I have remarked the account.

07/31/2015 16:46:47 ***** A. ***** (JA*****)

An email has been sent to **** **** for resolution.

08/05/2015 15:01:50 ***** A. ***** (JA*****)

I received the following email from ******* *****, Technical support for

ASP, today:

"This customer was missed for a refund and it appears that it got

overlooked in the email shuffle which is not an excuse. I have processed

the check for $37.26. I Just spoke to the customer. She verified the

amount of the check and what address it was mailed to. She did get my

message yesterday, but did not call me back.

In the future I will better track the refunds as to not upset or delay the

customers once an request is sent over. This is closed.

COMPLAINT CLOSED 08/05/15

 

8/6/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had written approved payment arrangements with Consumers Energy. However, they still sent my account to a collection agency for the final balance due. I have called them several times and they claim that once an account has been closed, payment arrangements cannot be made. However, I have in writing the approval and I was actively making payments. Additionally, I called Consumers Energy with request for a mailing address to file a written complaint and spoke with several people who told me they did not know what address to send my letter to. I was supposed to receive a call back from a supervisor but no one ever called me back. Now I have to deal with the collection agency to show proof of my account being paid and to have this removed from my credit file with the credit bureaus.

Desired Settlement: 1.) Account with credit bureau, ********** ********** ******, LLC2.) Remove the credit bureau notice from my credit report3.) Show account paid with Consumers Energy

Business Response:

07/13/2015 17:11:06 ***** A. ***** (JA*****)

***** A. ********

CA# **** **** ****

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

I have remarked the account.

Dates of service: 06/01/10 - 04/03/15

Final bill balance: $322.59

Payments since account closed:

Posting Date Payment Amount

06/18/2015 50.00-

06/16/2015 79.62-

06/13/2015 92.97-

05/21/2015 50.00-

05/08/2015 50.00-

04/27/2015 50.00-

04/13/2015 50.00-

Account was sent to collections on 07/01/15.

07/14/2015 12:53:37 ***** A. ***** (JA*****)

12:53 pm - I called ###-###-#### and got voicemail. I left a message

indicating that the concerns has been received and I will follow up within

a few days after I've reviewed the account.

07/17/2015 15:05:49 ***** A. ***** (JA*****)

I had Customer Service retrieve emails to and from the customer. One of

our CSRs did give the customer an Payment arrangement on 6/13/15, but

instead of using the system, because it was past the final bill due date

(5/22/15), they put a note in the interaction record.

The arrangement was for the following payments:

6/15: $79.62

6/18: $50.00

7/2: $92.97

The debt was not reported to collections until 7/1/15 and the final

payment on the arrangement has not yet been made. It appears that the

payments were set up via our website, and if the debt was sent to

collections on 7/1, the account would have then been considered inactive,

and the payment would not have gone through. The customer contacted us on

7/10 about receiving the letter from the collection agency, **********

********** Bureau. I called them at 3:20 pm and was transferred to a line

that ended up putting me through to voicemail. I left a message with my

contact information and the reason for my call.

07/31/2015 11:23:04 ***** A. ***** (JA*****)

I was finally able to connect with someone from the collection agency

(*****) and we got the account sent back to CE. The balance still owing

is $92.97. I have placed a hold on the account until 11/14/15 to prevent

it from going back again.

12:17 pm - I called ###-###-#### and got voicemail. I left a message

indicating that I would be sending a letter by mail and also by email

(*******@yahoo.com) regarding her inquiry.

I'm sending the following letter:

July 31, 2015

***** A. ********

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

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

Account Number: ************

Dear Ms. ********,

You'll be pleased to know that I have received your concerns regarding

your account for the address of *** ** *** *** ****** ** from the Eastern

Better Business Bureau. Because you're important to us, we've taken your

concerns seriously and have reviewed your account.

As of today, you will no longer be receiving calls or mail from **********

********** Bureau. They will no longer show that they are attempting to

collect on a debt owing to Consumers Energy. Please allow up to 30 days

for this to be removed from any credit reporting agencies. ********** is

aware that the debt was sent to them in error and it will be removed from

their records.

I found that the date of your last scheduled payment on the arrangement,

July 2, was a day after your account was sent to ********** for

collections. This happened because the representative that granted your

payment arrangement failed to enter the arrangement properly into our

computer system. Because of this, the automatic payment you had set up,

did not happen and the last payment amount of $92.97 is still due.

I am sorry that you#ve had a difficult time getting this resolved and

because of that, I am having a $30.00 bill credit applied to your

remaining account balance and we will hold the account until November 14,

2015 for you to pay the remaining $62.97.

It is my sincere hope that this information has been helpful in resolving

your concerns. Thank you for the opportunity to assist you with your

inquiry.

Respectfully,

***** *****

Customer Care Representative

###-###-####

*****.*****@cmsenergy.com

I have requested the $30.00 bill credit be applied.

COMPLAINT CLOSED 7/31/15

8/3/2015 Billing/Collection Issues
7/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: consumers energy advertises its appliance plan as an efficient and cost effective way to protect a home and ease of use. sI require my tenants to have the plan to ensure fast efficient service. The tenant called and was told it would be one week before they could even come and service the refrigerator. Unacceptable. I have had to credit the tenant for lost food, and will have to order a new refrigerator because my tenant can not live without a refrigerator, nor should they. Consumers is extremely unhelpful.

Desired Settlement: immediate service, or refund of the lost food cost- $300, and the replacement cost of a refirgerator, or refund of the service charge for 12 months that consumers charges for the plan.

Business Response:

07/14/2015 12:22:48 *** s ******m (AS******)

******** er***** **** ******** ** ******** ********, account number 1030

1672 3845.

Assigned out to **** *********, ******* ******, **** ******* and ****

******.

I called 7/14/2015 and left a voicemail for Ms. *****er letting her know

her concern has been received and our appliance service plan group will

follow up with her asap.

07/22/2015 08:24:51 *** s ******m (AS******)

Bp ********** account number **** **** **** service dates 4/1/2010 to

4/10/2015

Appliance service plan history

4/19/2013

Refrigerator repair call with contractor /faulty compressor advised part

not covered

07/09/2013

Customer called in stating that ******* (contractor) went out to repair

refrigerator and they took 5 minutes and told her the compressor was bad,

not covered. Customer did some investigating and got another tech on her

own out and he told her she needed an appliance overload part. She

ordered one and refrigerator is working fine now. She has filed a

complaint with CE as when she called in a CSR tried to upsell her to Gold

while she was trying to find out what we were going to do to reimburse her

for her lost food and the $60 part she got to fix Refrigerator. Sent email

to T ****** and have received copy of receipt

7/12/2013

MPSC complaint # ********** was filed regarding the compressor / unable

to reach the customer a letter was mailed.

7/17/2013

Customer was reimbursed $62.00 for the part

Appliance service plan started 5/12/2010 and was canceled on 7/30/2013

**** *** ********* with ASP was unable to find any new ASP contracts with

Ms. *****er she was not able to reach her by phone either. The following

letter was mailed to Ms. *****er by **** ***.

******** *****er

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

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

Dear Ms. *****er:

In response to your note regarding the Appliance Service Plan, we have

contacted you for more information. The address you provided does not have

the Appliance Service plan. If you can provide the address that has the

Appliance Service Plan I will look into the matter.

Thank you.

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

Solution Manager

Appliance Service Plan

###-###-####

mary***.*********@cmsenergy.com

I said the following letter for closure

July 21, 2015

******** *****er

**** ******** **.

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

Dear Ms. ******** *****er,

This letter is in response to the inquiry you filed with the Easter Better

Business Bureau in regards to the Appliance Service Plan.

**** *** ********* in our Appliance Service Plan department has attempted

to reach you by telephone regarding your concerns. Ms. ********* can be

reached at ###-###-####.

Please feel free to contact me at ###-###-#### if you have any further

concerns or questions regarding this matter. At this time I have closed

your inquiry.

Sincerely,

*** ******m

Customer Care Representative

as******m@cmsenergy.com

cc: Eastern Better Business Bureau

Closed inquiry 7/21/2015

Also 2013 complaint with same information

07/11/2013 13:09:17 ***** C. ***** (DC*****)

Notes didn't take.

07/05/13 at 9:49am noted account and sent email to **** & **** at 9:58am.

Called Ms. *****er at ###-###-#### and got voicemail. Advised that someone

from ****** office would be contacting her.

07/12/2013 14:39:48 ***** C. ***** (DC*****)

Per **** they have been unable to reach Ms. *****er nor has she responded

to voicemails. The following letter was sent today:

July 12, 2013

Ms. ******* *****er

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

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

Dear ******* *****er,

I recently received an inquiry on your behalf from the Michigan Public

Service Commission (MPSC) regarding an appliance repair. Unfortunately we

have been unable to reach you.

I apologize for any inconvenience this may have caused you. I would be

happy to assist you and address any questions or concerns you may have

regarding repairs made or lack thereof.

Please contact me at your earliest convenience at ###-###-#### so we may

discuss your concerns further. I have closed your inquiry however again I

will be happy to address any concerns you have in regards to the service

call to your home.

Sincerely,

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

Customer Service Dept.

07/12/13 closed MPSC Complaint

7/28/2015 Problems with Product/Service | Complaint Details Unavailable
7/20/2015 Billing/Collection Issues
7/8/2015 Billing/Collection Issues
7/2/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We moved from one house in *********, to another in March, when doing so we paid up our bill to February in order to have the final bill, they are charging us 216 dollars for the 1 week we stayed in the house in February, since we moved early, I called and they said they will fix the bill because there is no reason it should be that high, we received the new bill and it is the same amount

Desired Settlement: I want the bill to be fixed, we were not in the house more than 1 week in February, and we transferred the same account to our new house, I want the bill to reflect that, it is 100% impossible for us to have used 216 dollars worth of gas when we were in the house for 1 week and kept the temperature under 70 degrees, I was told they would fix it, now I want it to be fixed

Business Response:

06/22/2015 09:41:01 ***** W. ****** (BW******)

06/19/2015 14:55:58 ***** W. ****** (BW******)

*** J ********* / ************ / ***** ***** ST *********

Dates of Service 03/02/2015 - 02/28/2015

I left a message for Ms. ********* on 06/19/2015 at 2:55 PM, at phone

number ###-###-####.

The final bill was billed from 02/24/2015 - 02/28/2015 for 12.9 MCFs.

Based off use per day, I have adjusted her usage to 2 MCF's of gas from

02/23/2015 - 02/28/2015.

Final bill total $216.08 (as of

- Balance Forward - $105.82 (as of 03/18/2015)

- Actual final bill charges and Late Payment Charges - $108.22 (as of

03/18/2015)

The Final Bill Balance of $216.08 was transferred to Ms. *********** new

account (*********876) on 04/23/2015.

After the adjustment, the total credit on the closed account is $91.80.

This means her final bill was adjusted down to $16.42 for the 5 days of

service in February, not including the balance forward of $105.82.

I will be transferring this credit balance of $91.80 to Ms. ***********

new account.

I left a message for Ms. ********* on 06/22/2015 at 10:31 AM, at phone

number ###-###-####.

06/23/2015 10:55:03 ***** W. ****** (BW******)

I have transferred the credit of $91.80:

From:

*** J ********* / ************ / ***** ***** ST *********

To:

*** J ********* / *********876 / ***** ****** ST *********

Prior to the balance transfer, the total balance on account #*********876

was $339.33. After the balance transfer, the total account balance is

$247.53.

06/24/2015 12:39:02 ***** W. ****** (BW******)

Correction: The final bill was billed at $18.46.

I left a message for Ms. ********* on 06/22/2015 at 10:32 AM, at phone

number ###-###-####.

I left a message for Ms. ********* on 06/22/2015 at 12:41 PM, at phone

number ###-###-####.

06/25/2015 14:42:48 ***** W. ****** (BW******)

I have sent the following email for closure on 06/25/2015 to email address

**************@gmail.com:

Dear Ms. *********,

You#ll be pleased to know we#ve had a chance to look into your inquiry

placed with the Eastern Better Business Bureau. I understand you#re

concerned about the amount of gas billed to you at your previous address

for six days of gas service.

I#m truly sorry your bill was not fixed the first time you reached out to

us. Receiving a bill like this would be unsettling. We completely agree

with you when you say you couldn#t have used that amount of gas in that

short of time.

Your final bill for the six days in February, was originally billed at

$108.22, with a balance forward of $105.82, meaning your total balance

owing on the final bill was $216.08. Only the $108.22 was charged during

these 6 days.

The new final bill is a total of $18.46. The adjustment was completed

based off use per day from actual reads. This left your previous account

with a credit balance of $91.80. I have transferred this credit balance

to your current account on ****** **. After the credit was applied, your

account balance on ****** ** was lowered to $247.53, down from $339.33.

Please give me reply to this email or give me a call if you have any

questions, here#s my direct line, ###-###-####.

Our best wishes to you. Have a great summer.

Thank you,

***** ******, Customer Care Representative

Office: ###-###-#### | Fax: ###-###-####

*****.******@cmsenergy.com | www.ConsumersEnergy.com

cc Eastern Better Business Bureau

Corporate Complaint closed 06/25/2015

 

6/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: There was a problem with the gas line in December. Despite having no heat for a week and after several complaints, Consumers Energy Company finally came and put a new line in to the house. This involved breaking of some of our driveway to access the mainline. Now six months later with several calls Consumers Energy still hasn't fixed our driveway. We sent an E-mail requesting reimbursement to fix the driveway, if we decide to fix it ourselves. Consumers Energy refused to reimburse if we were to fix the driveway ourselves.There is a big water puddle in that area which attracts mosquitos and other bugs. This is a potential health issue and safety issue. In addition, we have received complaints from neighbors and home owners association to fix this issue.

Desired Settlement: We like to Consumers Energy to fix our driveway immediately.

Business Response:

06/11/2015 10:54:58 *** s ******* (ASBERTRA)

Assigned out to Po Box: Metro Property restorations

Called and left a voicemail for Mr. and Mrs. *****

06/12/2015 13:38:13 *** s ******* (ASBERTRA)

***,

This work will be completed by June 17. I have also left a message for the

customer about this date of completion.

*******

06/17/2015 14:13:08 *** s ******* (ASBERTRA)

I received an email response from ****** *** supervisor in Metro Property

restoration 6/17/2015 stating that the repair have been made at this

address.

I attempted to reach the customer again 6/17/2015 no answer I am sending a

letter for closure.

June 17, 2015

**** *****

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

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

Account Number: **** **** ****

Dear **** *****

This letter is in response to the inquiry you filed with the Eastern

Better Business Bureau in regards to driveway repairs.

Foremost, I apologize for the frustration and inconvenience you have

experienced. Based upon your email, as well as the length of time

involved, our customer service regarding this matter has not been

consistent with Consumers Energy#s intent to serve our customers well.

Our property restoration department and I have attempted to contact you to

discuss your driveway repairs. Unfortunately we have not been able to

reach you. Our records show as of today June 17th the repairs have been

completed. If you have further questions regarding the repairs please

contact our property restoration department at ###-###-####.

Also feel free to contact me at ###-###-#### extension **** or

###-###-#### if you have any further concerns or questions regarding this

matter. At this time I have closed your inquiry.

Sincerely,

*** *******

Customer Care Representative

as*******@cmsenergy.com

cc: Eastern Better Business Bureau

Consumer Response:

[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 would like to thank you first and foremost for helping to resolve this ongoing issue with Consumer's Energy which began with a problem in November of last year.  We were told that Consumer's Energy would contact us in April regarding property restoration of our driveway.  Consumer's never did and after weekly calls in the month's of April, May and June as well as emails to their property restoration department, we were never given a date.  In the meantime our neighbors and neighborhood association had complained to us. We also had numerous orange cones and an unusable driveway to contend with.  I finally asked if we could repair it ourselves and they said they do not reimburse for concrete work.  I was told their supervisor was on vacation, I was told to call their contractor Kerwin I was given many excuses and no real actual help.  For Consumer's to say that this was not representative of the service they would like to provide to their customers is an understatement.  

Only after we filed this complaint was any action taken by Consumer's Energy.  I wish we would have filed an initial complaint with BBB in November when we smelled gas inside our home and had 5 different Consumers employees check our furnace and stove and never resolve the problem.  I have young children in the home and we were told it was our furnace that was the issue so after waiting 1 week with no furnace and no heat a new furnace was installed.  Several thousand dollars later with a new furnace we still had a gas issue in our home.  Consumer's finally checked the gas pressure entering our home.  Upon realizing that it was their gas line into our home and an issue with the pressure they dug up our driveway and street at midnight in November.  It is a real understatement to say this is not the service we want to provide.  I honestly wish we had a choice in gas service providers and I wish that they would be more diligent in working with their customers and contractors to get a job done. 

I thank you again for your efforts in helping us to resolve this issue with them.


Regards, 

**** *****







 

6/4/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Service Shutoff after removal of care program and no notification of shutoff or de-enrollment.Entire past due must be paid to enroll in program at the amount of $1300 and no payment plan is offered. Payment plan was offered if service was not shut off (never notified prior to shutoff)Staff repeatedly gave different answers about billing, stated account was on a freeze from the CARE program who stated they are not responsible and Consumers placed the freeze. No other programs available and Consumers will not restore service although it was made clear payments are able to be made.

Desired Settlement: Payment plan to pay past due balance and restore service.

Business Response:

06/03/2015 15:43:32 *** s ******* (ASBERTRA)

**** ******* **** ****** *** *********, account number 1*** **** ****

**** ******* has had service here 12/25/2013 - current

Account was de-enrolled from CARE 4/1/2015

Dunning history

4/6/2015 Turn off notice $1062.29

4/7/2015 turn off call completed

4/13/2015 mid cycle call completed

4/20/2015 intent notice call completed

4/21/2015 intent notice mailed

4/27/2015 sent to the field for disconnection

5/5/2015 turned off for non-payment

Payment history

2/14/2014 $37.92

4/28/2014 $65.00

7/24/2014 $400.00

3/27/2015 $326.51

Shut off protection plan default 7/2014

Customer is not eligible for another enrollment for 12 months after

defaulting off the CARE program.

6/3/2015 @ 2:35pm I called and left a message for Ms. ******* letting her

know both inquiries from BBB and MPSC have been received and I provided

her with my contact number for follow up.

****** ******* called me back, she said she has gone everywhere trying to

get help getting this back on. I apologized to her and explained because

she was on the CARE program she is not eligible for the shut off

protection plan for 12 months. She said I never received a shut off

notice. I explained that she was removed from CARE 4/1 and the notice was

mailed 4/6, I gave her the dates that we called and made contact with

someone regarding the turn off.

Ms. ******* said I have kids you have to restore my service. I told her we

would as soon as the full payment was made on the turn off notice. Ms.

******* said she cannot pay that, she was already struggling and now we

are making it harder for her. She said it is not fair that we made her

balance due all at one time after we removed her from CARE. I explained

that the frozen balance on CARE was her past due balance and it was past

due therefore when she did not keep her arrangement the past due balance

became due as it was already past due. Ms. ******* said this is not right.

I told her we have followed all billing rules, I apologized to her and

told her that at this point we have over extended service to her and she

has had service with us for since 12/2013 and we have received 4 payments

on the account and prior to the payment on 3/2015 it was 7/2014 since the

last one.

Ms. ******* became upset and yelled at me and said you will never get this

money!

I told Ms. ******* that I would be reporting this back the MPSC and the

BBB and again we cannot turn on without payment at this time.

Ms. ******* ended the call.

Closed inquiry

Consumer Response:

[A default letter is provided here which indicates your rejection of the business's offer. 

Better Business Bureau:

I have reviewed the offer 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 offer appear below

I did not state "you'll never get this money". I stated "you'll never get it" referring to the financial hardship and inconsistency with staffing responses to prior inquiries.

I was not irate I had a elevated tone when noting the frustration when receiving incorrect information, and irate called would be screaming and swearing, I simply returned the tone that was expressed to me.

Again, another example of mis documented calls.

Regards,

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

 

6/2/2015 Billing/Collection Issues
6/1/2015 Billing/Collection Issues
5/24/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had automatic payments set up with consumers energy for my monthy energy payments. Consumers failed to process the last payment for unknown reasons. When i got a bill in the mail i contacted Consumers and explained that i would happily pay my bill over the phone or on line. They said that neither were options and i had to either mail the payment in by check or go to a location to pay the bill (both costing me money in postage or transportation costs). I think that in 2015 that is unacceptable. My bill has been transferred to a collections agency. The bill was much larger than before and not itemized so i have no idea what extras i am being charged for. I have not agreed to purchase anything other than electricity from consumers so i am not sure why my bill is still going up?

Desired Settlement: I would like to be able to pay for the electricity i used online or over the phone. I will only pay the bill to consumers and no one else.

Business Response:

05/08/2015 13:53:17 ****** G. ******* (RGESCUTI)

On May 8, 2015 at 1:53 PM I called phone number ###-###-#### and the

message states the phone number has been disconnected.

05/11/2015 16:28:56 ****** G. ******* (RGESCUTI)

On May 11, 2015 I emailed Lisa Compton for assistance.

05/12/2015 15:22:47 ****** G. ******* (RGESCUTI)

05/12/2015 15:47:50 ****** G. ******* (RGESCUTI)

Account number: **** **** ****

***** ******

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

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

Dates of Service: 11/21/13 to 11/30/14

The final bill is $112.08 due 12/23/14.

April 24, 2015 the account was sent to collection agency for recovery.

If the bill has been charged off to the collection agency, it can no

longer be paid online. The customer can contact the collection agency to

make the payment with a credit card; however they must contact the

collection agency directly.

On May 12, 2015 at 3:45 PM I spoke to Mr. ******. I apologized for the

inconvenience and told him his account has been closed. He is no longer

eligible to pay online. He can pay over the phone however there is a

charge of $6.25 or he can contact the collection agency directly. Mr.

****** said he does not want to pay a fee for making the payment. He asked

that I mail a copy of the final bill with a return envelope. He asked if

we can remove the late payment charge. I told him I will mail it today and

I removed the late payment charge of $4.63.

Total balance owing is $107.45.

 

5/18/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had an account that I closed in July 2014 because I moved. They closed that account but they open a new account for my new address in October of 2014. Payments were being sent in and since the old account number was still on the check they applied that money to the closed account. They kept that money on a closed account and did not return or refund it. They should have sent it back stating the account was closed and to check the account number. Payments were going to a closed account! They kept that money and I was getting slammed for late payments on the newly opened one. They only now decided to refund my money after I have said something. I even got an email stating the do not return money then changed their tune when I said I was reporting this they said it takes time to process a closed account and they would have refunded this money. This should never have happened. Regardless if I put the wrong account number on. People move and cancel service to one account to another often. Either they need to have the customers keep the same account number or when an account is closed it is closed. If a customer sends money they should immediately refund their money and say to check the account number that that is a closed account.

Desired Settlement: I want them to check the status of all closed accounts. This happens often when people move and cancel service to one account to another. Either they need to have the customers keep the same account number or when an account is closed it is closed. If a customer sends money they should immediately refund their money and say to check the account number that that is a closed account.

Business Response:

05/11/2015 13:01:25 ****** N. ****** (EN******)

----------------------------------------------------------------

***** *********-1*** ****** *** ******** ****** *****-CA#*********522

----------------------------------------------------------------

-Old account in question is **** **** *** ******** ****** *****,

CA#*********084

-The account closed on 9/1/14 with a final bill of $33.65 due on 9/24/14

-The following were the final payments that came in on this account:

9/3/14 $30.55

9/5/14 $33.65

1/28/15 $41.06

3/24/15 $45.31

-On 10/19/14 the amount of $30.55 which was a credit on the old account

was transferred to the new account and this was an automatic system

transfer

-The $41.06 paid on 1/28/15 was the balance due 2/10/15 on the new account

and the $45.31 was the final bill on the new account due on 2/17/15 which

included the $41.06

-The newest account was closed on 1/23/15 and customer has a credit of

$41.06 and a refund was approved on 5/9/15 for the amount

05/14/2015 15:28:42 ****** N. ****** (EN******)

-Since there was no phone number on the complaint or account I am sending

the following by email and a hard copy letter apologizing for the

frustration that was caused and advising if he has further questions to

please let me know:

May 14, 2015

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

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

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

Account Number: *********522

Dear ***** *********,

I recently received an inquiry you placed with Eastern Better Business

Bureau regarding your Consumers Energy account at **** ****** *** ** in

Grand Rapids.

On behalf of Consumers Energy I'd like to apologize for any confusion or

frustration that may have been caused while making payments to your

account with us.

Each time a customer starts a new account with us a new account number is

assigned. The old accounts while closed and no longer being billed are

still available to accept payments in the event the customer has an

overdue balance that still needs to be paid.

In this case while you did not have an overdue balance on your old account

because the payments were made to a closed account it resulted in a credit

balance and because this account is no longer active it did not

automatically prompt a refund for you. Our records show this matter has

been corrected and a refund of $41.06 was approved on May 9th and a check

mailed on May 11th.

Again, I sincerely apologize for the frustration and inconvenience that

was caused. If you have any additional questions regarding this matter or

do not receive your check with 7-10 days please feel free to contact me

directly at ###-###-#### and at this time I have closed your inquiry.

Sincerely,

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

Customer Care Representative

******.******@cmsenergy.com

COMPLAINT CLOSED 5/14/15

Consumer Response:

[A default letter is provided here which indicates your rejection of the business's offer. 

Better Business Bureau:

I have reviewed the offer 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 offer appear below:

[You must provide details of why you are not satisfied with this resolution. Please type details here:]

I closed the old account in August of 2014.  If they kept it open until September of 2014 in order for a final bill to be paid there then that is fine, however after September 2014 that account should have been closed completely and no further payments should have been allowed to go to it (unless there was a balance and then only the amount of the balance should have been allowed to be placed on that closed account). 


I do not think a company should be allowed to take more money than what is on the account showing as owed. Either reject all the money and return it or return the portion of the overpay.  They should not allow money to be just sitting in this closed account.  My credit got hit now and I had a creditor calling me.  I had paid it in full.  Even if the account number was incorrect they should have sent that money back and said no balance is on this account.  I thought I was paying my bill and never heard otherwise that I wasn't. That is not fair to a customer that thinks they are paying and they just keep that money in a closed account with at $0 balance.  So now I have a hit on my credit score because they keep closed accounts with $0 balances open and allow money to be kept on that closed account. 


They only offered to refund the money that they kept allowing to go into that closed account after I questioned where that money was at if I had been paying and could show they cashed my checks. The fact that they kept that money and then had the audacity to send me to collections for nonpayment is unacceptable in any way!  I was paying my bills - they should have sent the money back if the checks were going to a closed account and said there is no balance on this account.  No company should ever keep anyone's money - ever.  And why did it take this long for them to return it?  Only because I said something?  I would like to know how long they planned on keeping it?  Why did it take for me to say something before they refunded it?  Would it still be in there? 


I want them to be required to audit all closed accounts and make sure this isn't happening to other customers.  They shouldn't be keeping money in a closed account.  


Regards,

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

 

5/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been paying for Consumers Energy ASP, Appliance Service Plan, coverage, month in and month out for YEARS. I understand this is a very profitable program for the company, apparently because they happily collect on the premiums and then are unwilling to pay out for necessary parts or repairs when the time comes. They have continuously take premium payments from senior citizens which health problems who cannot go to a laundromat and left us with a broken washing machine, more broken in fact then when my wife contacted them to have it serviced under their alleged service plan.My wife contacted Consumers to have the washing machine repaired back in February because it would not completely suction the water out of the cloths. The washing machine was malfunctioning at this point, but still functional. The repair person from whatever contracted repair shop they dispatched came out and then had to come back after another delay because he needed a part. He installed this part, a belt, which apparently didnt work and in fact his attempted repair left the machine completely ruined as it could not remove any water from the cloths. He left the machine in this completely inoperable condition and said he needed another part but needed approval from Consumers. This alleged repairman nor company ever called back.He simply could not be bothered. I had to call track him down and find out the status and simply said Consumers didnt approve the repair, leaving it up to me to resolve the issue. He made my machine WORSE and leaves it up to me to fix the situation. Completely Unacceptable!I contacted Consumers to ask what the situation and whoever I spoke to was unable to update me on the status on the phone. Again, unacceptable that Consumers has no idea what is going on with its customers and must get back to you. Of course, no one has gotten back to me and obviously that is deliberate.I want a working washing machine.I paid for appliance coverage and not to have someone come out and break it more.

Desired Settlement: Repair of my washing machine and have it done by a qualified repair technician who does not leave the machine worce then before he came out. Otherwise Consumers needs to replace or reimburse for the machine.

Business Response:

04/24/2015 11:24:32 ******* M. ********* (CMHERNAN)

Account *********904

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

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

I made courtesy call this morning 04/24/2015 (11:25AM) and spoke to *****

*********. He will tell his father ****** ********* that we called. ASP

program manager will contact him after she investigates.

Assigned ASP concern to ******* ****** cc: **** *********, **** *******,

******* ******** and ****** *******.

05/01/2015 15:54:52 ******* M. ********* (CMHERNAN)

I received email from ****** ******* 04/29/2015 (9:47AM) that said:

Approval Request came into the PO Box and it was denied based on cost

exceeds value; the maximum repair amount allowed was: $550.00 and this

repair amount was: $558.50, a difference of $8.50. ******* spoke with

******* about this and told her that work should have been approved.

The customer has been contacted and he wants his washer repaired and not

have the previous company out there, which was *******. ***** *******

will be going out along with a tech to confirm washer needs all of the

items listed below and will proceed with making the necessary repairs.

New WO#******** was created and been assign to one of *****#s people.

Customer has been advised and will be contacted with additional

information on who will be coming out and when.

Thanks,

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

Customer Field Solutions

Operational Analyst

Phone: ###-###-####

05/01/2015 16:17:54 ******* M. ********* (CMHERNAN)

I received email from ****** ******* 05/01/2015 (10:02AM) that said:

CE Field Leads along with a Service Tech went out on 4/30 to diagnose the

washer. CE Field Lead and Service Tech are scheduled to return on 5/5.

CE Field Lead advised customer was satisfied with diagnosis; Bad Mode

Shifter.

Thanks,

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

Customer Field Solutions

Operational Analyst

Phone: ###-###-####

05/05/2015 13:28:41 ******* M. ********* (CMHERNAN)

REPAIR WASHER WITH COMPANY ASP work order ******** (Notification

*********7): Field comments 04/30/15 - ordered spanner nut belt, lid

switch and mode shifter c.a.s. 05/05/15 - spanner nut seized to mode

shifter, let sit with penetrating oil for 6 days, will not break loose,

needs new unit.

5/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received an electric bill that was $200.00 more than any other electric bill I have ever received. Consumers tell me that my bill was estimated the month before, and estimated low. So the increase is due to a low estimate the previous month. My energy bill was the normal amount the estimated month and not low. The neighbor on each side of me also received a bill that was $200.00 more than their usual bills as well. I am assu**ng that there was some sort of energy surge or other phenomena that could explain why at least three people in a row would be billed an excess of $200.00.

Desired Settlement: I would like to have the matter investigated and my overcharge returned to me and my neighbors.

Business Response:

02/14/2014 15:25:56 ***** ** ***** (JA*****)

I have remarked the account. The customer has a credit on the account, so

no dunning lock is needed.

02/17/2014 12:59:06 ***** ** ***** (JA*****)

12:15 pm - I called and spoke to Mrs. ***** ***** about her concerns. She

strongly believes that there is something wrong with the lines that

service her home and that of her neighbors, as they have all seen large

increases in their electric bills. Her neighbors are fa**ly members

(Father & sister).

All 3 homes heat with wood. *****'s water heater is gas. There are no

space heaters, no electric blankets or heat lamps. ***** indicated that

there had been electric heat tape in use, but they have stopped using it

now. She states that they have used it in years past as well, but have

never seen increases like this.

I offered to send an ite**zed statement of the account so she can review

the usage for the past 5 years and she agreed to let me sent it via email.

I have sent that out for her.

We also discussed how any issues with the electric lines is not going to

cause an increase in the usage registering on the meter. A "surge" would

not "push" energy through the meter and cause an increase in usage. The

only thing to cause an increase in usage is the actual usage in the home

or short or grounding issues in the homes wiring which is the customer's

responsibility.

I offered to have the meter tested and we have set up a meter test for

tomorrow, 2/18, between noon and 4 pm. I notified the scheduler by email

of the test. ***** would like a 20 **nute call ahead and I have requested

this for her. I explained what the results of the meter test indicate, and

what the MPSC standards are for an accurate meter.

***** asked about the energy audits that we offer. I checked to see if she

qualifies for the free HEI (**** ****** **********) and she does. I

offered this to her, and she said she would like that. I took her

information and sub**tted the request to the HEI email and cc'd *****

********.

We also discussed the HEI for her father and sister, but I asked that she

wait until hers is done and she would have a better idea if that would

help them as well.

I told ***** I would call her after I get the results of the meter tests,

most likely on Wednesday, 02/19.

Recent energy usage:

Month Original bill Adjusted bill

December 2013 971 kwh 1662 kwh

January 2014 2513 kwh 1822 kwh

Average usage (from the past 5 years):

December: 985 kwh

January: 985 kwh

02/19/2014 07:24:26 ***** ** ***** (JA*****)

Meter test completed 02/18/14 at 1:39 pm. Meter read at time of test:

82419. Meter tested at 100.66% accurate.

02/19/2014 09:56:06 ***** ** ***** (JA*****)

9:54 am - I called ************ and got voice mail. I left a message

indicating that I have received the meter test results, and the meter

tested at 100.66% accurate. I asked that I be contacted if they have not

received the ite**zed statement I sent by email, or if they have not yet

been contacted for the HEI, or if they have any other questions or

concerns. I explained that I would be sending a Certification of Meter

Test for their records. I provided my contact information as well.

02/20/2014 08:20:09 ***** ** ***** (JA*****)

No response to my message left with the customer yesterday.

I mailed the Certification of Meter test yesterday.

I also confirmed with HEI, that they are in the process of contacting the

customer to arrange for a Home Energy Inspection.

COMPLAINT CLOSED 02/19/14

Consumer Response:

[A default letter is provided here which indicates your rejection of the business's offer. 

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, and have deter**ned that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this offer appear below:

[You must provide details of why you are not satisfied with this resolution. Please type details here:]

I paid my bill of $400 for January. I even sent an extra $100. . When I received my Feburary bill, I did not have a credit of $100. , instead I had a $150. deficit as well as another extremely large bill of $400.  All of the equipment seemed to check out. But I cant see any reason why this would be so high again.  I have paid over one thousand dollars for electric in the past 3 months.


Regards,

***** *****

 

Business Response:

04/29/2015 10:25:24 ***** ** ***** (JA*****)

Ross/***** *****

CA# **** **** ****

***** * *** *

********, ** **********

I have remarked the account. No dunning lock needed.

Customer had filed a previous complaint on 02/14/14 regarding higher than

expected bill. A meter test was offered and found that as of 2/18/14, the

meter tested at 100.66% accurate. I had also offered an HEI (Home energy

inspection) and when the contractor attempted to contact the customer,

they were unable to reach the customer and left numerous emails. There are

also notes on the account to contact me if the customer called regarding

the HEI, but I received no calls.

04/29/2015 10:52:10 ***** ** ***** (JA*****)

Actually reading over the current complaint and the one from last year,

they are identical.

10:50 am - I called ************ and got voicemail. I left a message for

***** *****, indicating that we have received this from the BBB and it's

identical to the one filed last year. I indicated that I have noticed her

usage is down considerably, and I asked that she call me back to let me

know if she does have some concerns or if the BBB sent us this

accidentally. I provided my contact information, letting her know that I

have voicemail where she can leave me a message if I'm not available.

05/01/2015 09:55:14 ***** ** ***** (JA*****)

10:05 pm - I called and spoke with *****. She indicated that she has not

filed any new complaints with the BBB since the one filed in February

2014.

I apologized for disturbing her and indicated I would let the BBB know.

COMPLAINT CLOSED 05/01/15

5/3/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: First of all, I paid $610 on Feb 4th to enroll in the Shut Off Protection plan. My power was then shut off on March 13th because Consumers said that even though I paid on Feb 4th, the payment didn't post till Feb 5th. After contacting the MPSC, Consumers agreed to accept our enrollment with a monthly payment of $348. Unfortunately, the next week my husbands paycheck began getting garnished by 25% due to a judgement, and since my husband was the only one working at that time, there was no way we could afford a $348 a month payment. I had contacted Consumers 3 times explaining our financial hardships, and begged them to set up some type of payment arrangement that we can afford, until we can get back on our feet. Was told that there was nothing they could do for me, and to seek assistance thru 211 to get help paying my bill. Was also informed that there would be a hold placed on my account to allow time for any agencies to contact Consumers on my behalf to help lower my balance. Well last Friday April 24th, they shut off my power off. I called Consumers and was told my caseworker hadn't contacted them yet and there was nothing they can do to restore my services unless I pay all $3300 something dollars plus security deposit and reconnect fee. Asked to please speak with a supervisor and was told one was not available. Contacted the MPSC and received a call from a supervisor thru them. Explained that I called 211 and the 2 agencies other than DHS in my area both are not accepting applicants and that I haven't yet heard from my DHS caseworker. Also discussed how we were able to get my husbands garnishment lifted, and that I also have began working, so we will be able to pay regularly on the account and again asked to please set up some type of arrangement so we can get our power turned back on. Was hurried off the phone and told by the supervisor that she cannot help me, but the lady whom I spoke with before might be able to but she wasn't available until Monday. Help us, please!

Desired Settlement: I would like to work out a payment arrangement on our account now that we can afford one so we can get our services back on. Or, if they won't work out an arrangement, at least restore our services while we are working with DHS to get a payment made. I don't dispute that we owe them money, However moving 4 times within a year and having to re-enroll in a plan with Consumers every time we moved has racked our bill up and caused a huge nightmare.

Business Response:

Account *********335

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

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

*******

Start Date 08/14/2014

Electric service was turned off for nonpayment today 04/24/2015 at 2:04PM.

I called customer this evening 04/24/2015 (5PM) and spoke to ***** *******. I reviewed previous arrangement she made with *****, customer care representative in March 2015. Representative agreed to enroll on shutoff protection plan if her $348 payment posts to account on 03/27/2015. This did not happen and collection resumed.

Mrs. ******* said she did not have the money to pay. Mrs. ******* said she applied for assistance with energy bill at Department of Human Services but was unable to reach her caseworker today.

Mrs. ******* said she has $250 that she can pay on account. I explained that I could not create reconnect for that amount. Her total balance (which is now all past due) is $3,522.92. I suggested she stay with friends or family until this matter is resolved.

I told customer that I would ask ***** to review her account and call her on Monday 04/27/2015. Mrs. ******* will be at work but ***** can call her husband ******* ******* at same number ###-###-####.

04/27/2015 08:38:38 ***** N ******** (RNRICHAR)

DUNNING HISTORY:

Date:     Action:

04/01/15  Turn off notice

04/09/15  Mid-cycle call - call not completed

04/10/15  Turn off call - call not completed

04/10/15  Intent to disconnect notice

04/24/15  Disconnected for non-payment

12-MONTH PAYMENT HISTORY

Date:     Amount:

08/22/14  $258.00

10/20/14  $293.00

01/12/15  $50.00

02/05/15  $610.00

04/27/2015 09:49:12 ***** N ******** (RNRICHAR)

04/27/15 - Monday at 9:11 am - Spoke with Mrs. ******* about her bill.  She said she is working with the Department of Human Services to try to get some assistance with her balance, but has not heard back from them.  I confirmed that they have not contacted us yet to request any information about their account or to authorize a payment.  She said she has already contacted 2-1-1 and the only agencies that are able to help right now are the Department of Human Services, Salvation Army, and the Community Action Agency.  She is on a wait list with Community Action agency and the Salvation Army doesn't have room for any appointments at this time.  I encouraged her to continue to seek assistance, and to contact the Department of Human Services to check on her application for help.  I also informed her about filing for the Home Heating Credit as well to help with the bill.

She has applied for the Shutoff Protection plan 4 times since last October (10/31/14, 11/21/14, 12/08/14 and 03/13/15) but has not completed an enrollment successfully.  I did agree to make an exception and allow another enrollment if they are not able to get assistance.  To enroll on the program and turn services on, she would need to make a payment of $751.00 to the account, and the monthly amount of the plan would be $378.00.  She said she might be able to make those payments, but would continue to try to seek assistance first.  She was happy to have another payment arrangement as a back-up, just in case the agencies wouldn't be able to help.

She thanked me for taking the time to help her out with the option of the Shutoff Protection plan, and had no further questions at this time.

5/1/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a mobile home from a gentleman named ******* ******** on February 27th, 2014. March 18th, 2014; I proceeded to go to the nearest Consumer's Energy to have the electric placed in my name. I gave them every piece of information they required to switch the electric and gas bill into my name. However I was told at the time that it would not be possible to transfer it into my name. I was told the reasoning was due to some sort of fraud the previous owner had committed against Consumer's Energy. I could not understand why his account couldn't be put on hold and a new account be created for me, so I could pay for my own bills on time. I continued to call over the next several months begging to have the bill put into my name, only to be given the same response as stated above regarding fraud. I told Consumer's that I didn't want to rack up a huge bill that I wouldn't be able to pay. Now roughly a year later out of the blue I received a very unprofessional letter which was very poorly written and dated roughly two months prior to me owning the home. I have also since received a huge stack of bills, totaling roughly over $900.00. My family and I haven't actually lived in the home since we purchased it, due to not having the bill in our name and fear of racking up an unknown bill. After numerous attempts to get the utilities put into my name and getting the run around each time. This nonsense has caused me and my family a severe financial hardship, and I feel I should not be held accountable for some if not all of the bills accrued due to this.

Desired Settlement: I do not believe I should have to pay some if not all of the bills accrued during the time that the utilities were refused to be put into my name.

Business Response:

04/10/2015 14:17:05 ***** A. ***** (JA*****)

***** A. ******

CA# **** **** ****

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

********, MI 48457-9738

I have remarked the account.

04/10/2015 14:35:26 ***** A. ***** (JA*****)

2:32 pm - I called ###-###-#### and got voicemail for "***". I left a

message indicating that I've received the concerns of Ms. ****** and will

investigate and call back by April 14. I also provided my contact

information.

I've also sent the following email to the email address provided to the

BBB:

Dear Ms. ******,

You#ll be pleased to know that I have received your concerns regarding

your account from the Eastern Better Business Bureau.

I have been assigned to investigate your concerns and hope to provide you

with a detailed report of my findings by Tuesday, April 14.

If there is anything you wish me to know during my investigation, besides

what you#ve already provided to the Better Business Bureau, you can reply

to this email.

Respectfully,

*****

***** A. *****

Customer Care Representative

Office: ###-###-####

Fax: ###-###-####

04/13/2015 09:48:28 ***** A. ***** (JA*****)

I have placed a dunning lock on the account.

I have reviewed the fraud notes on the account. Fraud initially denied

service to ***** because she did not provide valid proof that she had

purchased the home (title or deed) and had only provided a typed letter

stating that the previous owner had sold her the home.

Fraud then reversed the move in for ***** and placed the service back into

the previous home owner's name. Fraud at this time did not call the mobile

home park to try to verify the home sale.

3/20/14, they were able to verify that the previous home owner had moved

out of the property.

Then in December 2014, Fraud did call the mobile home park and at that

time verified that ***** was the home owner.

04/13/2015 12:24:02 ***** A. ***** (JA*****)

12:22 pm - I called ###-###-#### and got voicemail. I left a message with

my contact information, requesting a call back.

I called the Leasing/rental office of Riverside Mobile Home Park

(###-###-####) and spoke with *******. She confirmed that Ms. ****** is

the home owner, and has been residing there on the weekends only.

04/14/2015 10:09:04 ***** A. ***** (JA*****)

10:05 am - I called and spoke to ***** ****** about her concerns.

1. She was told in our Flint office when she came in to request service

and provided her documents including a "bill of sale", that service could

not be placed into her name due to Fraud committed by the previous account

holder/home owner.

2. She called several times over the past year, enquiring about this,

indicating that she would not be able to pay a large outstanding bill,

which is why she was not living in the home, afraid of racking up a large

bill she couldn't pay off.

3. ******** in Fraud would not give her any details regarding the fraud

charges or what she could do to get the service placed into her name.

4. She only goes to the home on the weekend, just for a short time to

check the home to make sure everything is okay. She's been paying lot rent

on a home that she's not able to live in.

5. She believes she was billed for usage in December of 2013, prior to her

purchasing the home.

I told her that I would look into these things and get back to her no

later than tomorrow.

04/15/2015 07:51:49 ***** A. ***** (JA*****)

After further review regarding the customer's concerns listed above:

1. "Bill of sale" was not provided, only a typed letter indicating that

she had purchased the home. The representatives in the Flint bill payment

office would have made copies of her documents, instructed her to contact

Customer Service. They would not have advised her regarding anything about

"Fraud".

2. I can see where *****'s account was accessed in (2014: April, May,

November, December. 2015: March, April)

3. Based on the Fraud department's notes, they did not make contact with

***** to let her know that additional information was needed to place

service into her name. (A valid bill of sale, title or deed for the home,

lot rental agreement from the mobile home park)

4. Usage recorded by actual meter reads does indicate very little usage.

Possibly only the furnace was running here.

5. At this time, she's only been billed for service beginning on 3/18/14.

Anything prior to this date was billed to the previous customer.

04/15/2015 12:47:23 ***** A. ***** (JA*****)

12:35 pm - I called and spoke with ***** about my findings, and asked a

few additional questions. Based on the notes from the Fraud department,

it appeared that they did not call her or send her anything by mail

indicating that they could not place service into her name and why, nor

did they request additional documents from her. Since last spring, she

believed what the Flint Payment office had told her, namely that we

wouldn't put service into her name because of fraud the previous owner had

committed.

I told ***** that based on this and the evidence of the usage here, that

she was not living in the home, I am going to ask that her move in date be

changed to April 10, 2015 and she will not be responsible for the charges

she was billed ($1252.22) prior to that date. (An email has been sent to

fraud to have this completed)

I asked ***** if she had any further questions or concerns, and she did

not. She has my phone number if she needs to contact me in the future.

COMPLAINT CLOSED 04/15/15

 

Consumer Response:

[A default letter is provided here which indicates your rejection of the business's offer. 

Better Business Bureau:

I have reviewed the offer 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 offer appear below:

[You must provide details of why you are not satisfied with this resolution. Please type details here:]

I am not rejecting the result of Consumer's paying the accumulated charges. I do however beleive that since Consumer's Energy has admitted that they were at fault as well as the reason my family and I could not live in our home for the last 13 months. Had they turned the utilities on in my name to begin with none of this would have happened. Due to their lack of professionalism and their mistake, my family and I have had to deal with the owners of the park accusing us of being drug dealers, our home and property being vandalized. All of that coul have been avoided had it not been for the mistake on Consumer's Energy's part.

 Regards, 

***** ******

 

Business Response: Our position has not changed.  Closed complaint

4/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: For the second time now, Consumers Energy has sent me statements backdating charges to my account 6 months back saying they are corrected bills. The first time it was back dating due to estimate readings on my electric- putting me in a payment arrangement that would never pay off. After 3 years of paying over 550-660 a month I received financial help- requesting a full balance for payment get me a fresh start. This April 1 I receive a backdated/corrected bill for estimate on my gas charges. Consumers requesting 1200.00 because they did not do an actual reading since October of 2014. I have called Consumers Energy, I was transferred to specialist named *** who told me by law they do not have to read a gas meter, but 1 time a year. This has put me in a financial burden again. Because of my previous issue Consumers has noted the account to come do an actual reading every month for electric. Funny thing is they come out walk right by my gas meter to read the electric meter and never do an actual on that since they don't have to but once a year. Let me add I was offered to read my own meter and report monthly, if I wanted correct charges..I'm sorry this is a paid position at Consumers, its called "Meter reader".

Desired Settlement: I do not believe this is a ethical business practice. I do not get a choice in my Energy carrier so I am stuck with them. I feel that they provide me with a service it is there responsibility to provide me with correct billing. I do not think I should have to pay them 1200.00 because they did not do their part and come read both my meters of which they are billing me for.

Business Response:

**** ****

**** **** **, ********* MI 48813-9722

Account number: **** **** ****

Dates of service: 06/19/08 to present.

Customer inquiry opened 04/06/15.

04/06/2015 14:50:47 ***** N ******** (RNRICHAR)

04/06/15-  Monday at 2:49 pm - Attempted a phone call to Mrs. **** at phone number ###-###-####. There was no answer, so I left a voicemail message letting her know that I'm happy to discuss her inquiry along with my contact information.

04/07/2015 13:15:36 ***** N ******** (RNRICHAR)

METER READING HISTORY:

Date:          Reason:   Type:     Read

3/27/2015                actual    46,061   

2/25/2015 not attempted  estimate  42,242   

1/27/2015 inaccessible   estimate  39,343   

12/23/2014inaccessible   estimate  35,844   

11/24/2014not attempted  estimate  32,945   

10/27/2014               actual    28,918   

9/26/2014                actual    26,208   

8/26/2014                actual    23,590   

7/29/2014                actual    20,820   

6/26/2014                actual    17,607   

5/29/2014                actual    15,079   

4/29/2014                actual    12,654   

3/28/2014                actual    9,503    

2/26/2014                actual    5,417    

1/28/2014 not attempted  estimate  1,267    

1/20/2014                actual    0   

     **CUSTOMER REQUESTED METER EXCHANGE**            

1/19/2014                actual    68,418   

12/28/2013               actual    65,170   

11/26/2013               actual    60,404   

10/25/2013               actual    56,815   

9/26/2013                actual    54,510   

8/27/2013                actual    51,196   

7/29/2013                actual    48,311   

6/28/2013                actual    44,867   

5/28/2013                actual    41,767   

4/29/2013                actual    38,991   

3/27/2013                actual    34,997   

2/25/2013                actual    30,999   

1/29/2013                actual    27,235   

12/28/2012               actual    22,635   

11/27/2012               actual    18,363   

10/24/2012not attempted  estimate  13,593   

9/26/2012                actual    12,004   

8/27/2012                actual    9,419    

7/28/2012                actual    6,810    

6/27/2012                actual    3,608    

5/30/2012                actual    1,090    

4/28/2012                actual    98,962   

3/29/2012                actual    96,597   

2/27/2012                actual    93,942   

1/30/2012                actual    90,853   

12/27/2011               actual    86,481   

11/23/2011               actual    82,872   

10/25/2011               actual    80,342   

9/23/2011                actual    78,141   

8/24/2011                actual    75,994   

7/27/2011                actual    73,627   

6/27/2011                actual    70,823   

5/26/2011                actual    68,219   

4/27/2011                actual    65,830   

04/07/2015 13:53:41 ***** N ******** (RNRICHAR)

04/07/15 - Tuesday at 1:53 pm - Left another voicemail message for Mrs. **** at phone number ###-###-#### - Letting her know that I am still available to assist her with her concerns.

04/09/2015 12:41:19 ***** N ******** (RNRICHAR)

I was unable to locate a past estimate that was for more than 1 month, as listed above, that resulted in having a large past due balance.  The customer has been on the Shutoff Protection plan before, starting on 02/01/14 and defaulted from the plan for non-payment on 12/05/14.

After defaulting from the Shutoff Protection plan, they were working with the agency **** *****.  They assisted Mr. and Mrs. **** with a payment of $2061.86.

The remaining balance is $1614.78, due on 04/24/15.  Because the bills were adjusted when we obtained an actual meter reading on 03/27/15, nothing is currently past due.

No response back from my voicemail messages, so sending email to ******************* and a letter via USPS to address their concerns:

Dear Ms. ****,

Thank you for your inquiry about the service at **** **** **, Charlotte.  Firstly, I would like to apologize for your frustration over the estimated bills. Please understand that it is not our aim to be the cause of stress.

Consumers Energy is required to make an attempt to read your meters each month; however there are times when we are not able to achieve an actual read.  There are many reasons why we may have to estimate a bill.  During the winter months when your bill was estimated, this included unsafe weather conditions, and too much snow on the ground to be able to access the meter.  Your monthly bill will always indicate whether an actual or estimated read was taken, and if you ever get an estimated bill please feel free to contact us with an actual read so we can perform an adjustment to the bill.

I can see that you were previously on the Shutoff Protection plan, from 02/01/14 to 12/05/14, paying $633.00 per month until the plan defaulted in December.  The program is designed to get the account to a zero balance in 18 months.  This is a great program, and it is based on the energy that is used in the home, combined with a portion of the past due balance.  We have many different payment arrangements available, including another enrollment on the Shutoff Protection plan, and would be happy to set up an arrangement for your account if you wish.  If you chose to enroll on the Shutoff Protection plan the payment needed to enroll on the plan would be $323.00, and your monthly payment amount would be $603.00.

Another option would be to seek assistance with local agencies.  You can dial 2-1-1 to be put in touch with those agencies, including applying for the CARE program if it is still available in your area, and the Department of Human Services.  I would also recommend applying for the Home Heating Credit.

It sounds like you have already started to take steps to reduce your energy use.  Unfortunately, we’re not able to determine what in the home may be causing the use. We do have many resources that can help on our website at www.consumersenergy.com/eeprograms, including a home energy analyzer, energy efficiency programs available, and information about having an in-home energy audit performed.  If you qualify, there are even income-qualified assistance programs for energy efficiency, and information about the Helping Neighbor’s program.

If you would like to discuss your inquiry more or have any further questions, please feel free to contact me at ###-###-####, and I would be happy to assist you.

Closing customer inquiry as of 04/09/15.

04/09/2015 12:51:02 ***** N ******** (RNRICHAR)

Electric meter reading history is listed above, gas meter reading history is listed below:

GAS METER READING HISTORY:

Date:     Reason:        Type:     Read:    

3/27/2015                actual    6,068    

2/25/2015 not attempted  estimate  5,916    

1/27/2015 inaccessible   estimate  5,744    

12/23/2014inaccessible   estimate  5,569    

11/24/2014not attempted  estimate  5,452    

10/27/2014               actual    5,354    

9/26/2014 dog           estimate  5,302    

8/26/2014                actual    5,302    

7/28/2014                actual    5,302    

6/26/2014                actual    5,302    

5/30/2014                actual    5,302    

5/29/2014                actual    5,302    

5/29/2014                actual    5,302    

4/29/2014                actual    5,276    

3/28/2014                actual    5,206    

2/26/2014                actual    5,064    

1/28/2014 not attempted  estimate  4,911    

12/28/2013               actual    4,729    

11/26/2013               actual    4,580    

10/25/2013               actual    4,476    

9/26/2013                actual    4,442    

8/27/2013                actual    4,436    

7/29/2013                actual    4,434    

6/28/2013                actual    4,434    

5/28/2013                actual    4,433    

4/29/2013                actual    4,423    

3/27/2013                actual    4,335    

2/25/2013                actual    4,208    

1/29/2013                actual    4,074    

12/28/2012               actual    3,922    

11/27/2012               actual    3,817    

10/24/2012not attempted  estimate  3,728    

9/26/2012                actual    3,694    

8/27/2012                actual    3,687    

7/28/2012                actual    3,687    

6/27/2012                actual    3,687    

5/30/2012                actual    3,683    

4/28/2012                actual    3,671    

3/29/2012                actual    3,623    

2/27/2012                actual    3,566    

1/30/2012                actual    3,463    

12/27/2011               actual    3,322    

11/23/2011               actual    3,209    

10/25/2011               actual    3,147    

9/23/2011                actual    3,118    

8/24/2011                actual    3,113    

7/27/2011                actual    3,113    

6/27/2011                actual    3,113    

5/26/2011                actual    3,109    

4/27/2011                actual    3,091    

Consumer Response:

[A default letter is provided here which indicates your rejection of the business's offer. 

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID 10569536, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this offer appear below:

 I can appreciate that ***** took time to respond, but it is not acceptable.  What was offered was to increase my payment so that I can make up for them not reading my meter.    I should not have to be put on another payment plan with increased monthly payment because Estimates are acceptable.  Our gas meter is 5 steps from our electrical meter and they were able to provide an actual on this.  The reasoning per ***** stated was due to inaccessibility and also the weather.  This has been estimated back til October 2014 and there was not bad weather at that time.   I also did not default in my payments on my other plan, consumers put me in a financial situation where my only option was to see help with **** *****.  When I worked with **** ***** they requested my balance to help me and at no time did Consumers tell them these where estimated numbers, so the amount would be different.   This would all have been taken care of, if consumers was doing actual meter reads or even providing actual /correct numbers when I was able to receive help. 

I realize nothing will be done to correct this, as I do not have an option for another company I am stuck.  I feel people should see that these things are happening to a lot of customers, and that maybe there regulations and what is expected of them should change. 

 

Regards,

***** ****


Business Response: Our position has not changed. 

3/25/2015 Problems with Product/Service
3/16/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Due to a misreading of our meter we were over billed by approximately $1900 and the bill was paid automatically through our credit card. When we discovered the error at the end of January, we were told by Consumers Energy that a refund check would be issued within 2 - 3 weeks. We were told again in February that a refund would be sent in 2 - 3 weeks. Today (3/4/2015) I talked with Consumers Energy and our refund has not been issued and I was told it wouldn't issue for up to 2 weeks after 3/25/2015.

Desired Settlement: To be refunded the amount due to us ($1902.20) and for the business practices at Consumers Energy to be investigated and rectified so that other customers do not have the same experience as us.

Business Response:

03/05/2015 15:31:05 ***** M. ******** (SMSUCHEC)

******* ***** - **** **** **** - ***** ** **** ********

Payment of $1,918.08 posted on 01/20/15. Account noted as of 03/04/15 for

outgoing payment of $1,902.20

03/06/2015 09:31:53 ***** M. ******** (SMSUCHEC)

I dialed *********8 on 3/6/15 at 9:31 AM and left a voice message asking

******* ***** to contact me about the concern filed with the Better

Business Bureau.

03/06/2015 13:42:41 ***** M. ******** (SMSUCHEC)

******* ***** returned my call. She was very upset over the situation.

We discussed her frustration that her account was overbilled and when she

called in, she was told it would be corrected and it wasn't so she had to

call back. I apologized to Ms ***** for her frustration and advised that

on March 4 the refund was expedited. Our records show it was printed just

yesterday. Due to the frustration with the incorrect bills and the

delayed refund, I did advise Ms ***** that as an apology for her

frustration over this matter, I will credit her account $100. She has my

number and will call me back if she doesn't see the check by Tuesday.

*****

Notes:

When meter was set, the account was set up on the wrong route which is why

the bills were estimated. Customer provided a read on 2/3/15 of 0323 and

then we verified read on 2/18 with read of 0383.

The original adjustments did not process correctly. We did get the

correction processed on March 3. Refund request was issued and expedited.

Refund was approved on March 4 and printed on March 5.

I sent an email to Meter Reading Supervisor to assure that the route has

been fixed as well.

*****

Original bills:

08/27/14-09/16/14 est 0035 3.5 Mcf $36.68 / pd 9/22/14

09/17/14-10/14/14 est 0103 6.8 Mcf $67.22 / pd 10/16/14

10/15/14-11/13/14 est 0214 11.1 Mcf $103.91 / pd 11/18/14

11/14/14-12/11/14 est 0383 16.9 Mcf $151.46 / pd 12/15/14

corrected - 0383 16.9 Mcf $151.46

12/12/14-01/15/15 adj 2699 226.7 Mcf $1,918.08 / pd 01/21/15

corrected - 2699 adj 226.7 Mcf $1918.08

01/16/15-02/16/15 est 3492 79.3 Mcf $ 664.92

Final Corrected Bills:

09/16/14 to 0025 2.5 Mcf $28.38

10/14/14 to 0065 4.0 Mcf $44.03

11/13/14 to 0119 5.4 Mcf $56.15

12/11/14 to 0189 7.0 Mcf $69.14

01/15/15 to 0283 9.4 Mcf $88.91

02/16/15 to 0376 9.3 Mcf $88.54

03/09/2015 08:01:08 ***** M. ******** (SMSUCHEC)

I received a response from Meter Reading that there was an issue with the

route but should be all set now.

CLOSED 3/6 when spoke with customer

Consumer Response:

[A default letter is provided here which indicates your rejection of the business's offer. 

Better Business Bureau:

I have reviewed the offer 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 offer appear below:


The reply from Consumers Energy did not address the numerous errors they made with our account.  After a month of constant dealings with them and a significant number of hours we spent attempting to resolve the issues, the practices of Consumers Energy are unconscionable.  Although we received our refund on 3/9/2015, here is an overview of the service issues they did not address in their reply, some of which have not been corrected:

1)  When I view our account online today (3/14/2015) there is no evidence that they have given us a $100 rebate for having to deal with our account mess.  We also have not received any communication from them via the mail or via email showing the $100 rebate has been applied to our account.

2)  On their online system all data for our account has been recreated that doesn't represent what actually happened and doesn't include complete information.  When they corrected our account on 3/4, they replaced all the prior records that accurately showed what happened.  Now our history has been recreated and not based on actual events.  

      a) My History / Paid Bills:  No longer shows the bills that were actually issued.

      b) My History / Payment History:  No longer shows the monthly payments we've made for gas - the only payment that shows is the initial fee to have the gas installed.

      c) My History / Energy Use:  Now this shows a made up history of actual gas readings, some of which that never took place and the ones that did were provided by us via pictures of our meter.  Each reading is marked as actual, which is not accurate.  Since our service started in 9/2014 and prior to resolving our account, all readings were estimated except one actual reading that was in error that generated the erroneous bill of over $1900.

3)  Consumers Energy's response to my complaint did not address these issues raised:

      a) When we initially contacted Consumers Energy on 2/3/2105 about the incorrect billing we were told it would be the situation would be corrected.  They initially refused to refund our over payment of $1900 and it took us pressing to get them to agree to issue a refund check and they committed to sending the check within 2-3 weeks.

      b) Another inaccurate bill was generated on 2/17/2015.  We called on 2/18/2015 to find out that nothing had been done to correct our account and now another bill had to be corrected.  This time we were told that someone would contact us on 3/4/2015 about the resolution of our account and that we would receive a refund check within 2-3 weeks.

      c) On 3/4/2015 were were told our account had been corrected with a correction date of 3/25/2015 and we could expect to receive our refund sometime within 2 weeks after 3/25/2015.  That would be 2 to 2.5 months after we paid them the money.  I demanded to have a refund check issued that day and to talk with a supervisor.  A supervisor was not available and I was told that one would call me by 6 PM that day on my cell phone.  I never received a call and there was no log of any call on my cell phone.  The supervisor did not call me back as promised.

The service that Consumers Energy provides is absolutely horrible.  They do not care about their customers and ensuring issues are resolved.  It is unbelievable to me how much time and disturbance we endured to correct their repeated mistakes.  Also, all customers should be aware of their Auto-pay service because it is at the root of this issue.  A bill was generated in error in the amount of $1918.08 (which should have been $88.91) and this erroneous amount was paid because we were using Auto-pay.

 

Regards,

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

 

3/13/2015 Billing/Collection Issues
3/10/2015 Problems with Product/Service | Complaint Details Unavailable
3/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I just received a $90 gas bill from Consumers Energy. That's the highest it's ever been, and I can't afford to pay it all up front. I'm unemployed at the moment. I logged into my account and de-entrolled from automatic credit card billing. I e-mailed Consumers Energy to remove the $90 charge from my bill and then send me a bill so I can just make payments. They responded that they de-enrolled me from automatic billing and actually thought that's all they needed to say. I replied that actually addressing my inquiry would be nice. They responded by saying I will start receiving paper bills again. I replied again to give them one more time to actually address my original e-mail. Their third response back was simply that they did charge my card. Since they won't address my e-mail, I am filing this BBB complaint.

Desired Settlement: Credit my card $90 and send me a bill for the $90.

Business Response:

02/23/2015 10:31:04 ***** A. ***** (JA*****)

******* ********, CA# **** **** ***** *** ******** ****** ***** **** **

I have remarked the account.

02/23/2015 13:45:11 ***** A. ***** (JA*****)

I have sent the following email to the customer:

Dear Mr. ********,

You#ll be pleased to know that I have received your concerns regarding

your account for the address of *** ******** **** #5 Royal Oak, MI from

the Eastern Better Business Bureau. Because you#re important to us, we#ve

taken your concerns seriously and are reviewing your account.

I will be in touch with you as soon as I have been able to review your

account. If you have any pertinent information that you believe would be

helpful to me while reviewing your account, please respond to this email

as soon as possible.

Sincerely,

***** A. *****

Customer Care Representative

Office: ###-###-####

Fax: ###-###-####

*****.*****@cmsenergy.com

02/25/2015 09:20:16 ***** A. ***** (JA*****)

9:18 am - I called ###-###-#### and got voicemail. I left a message with

my contact information, requesting a call back. I also mentioned that I

had sent an email and he can also contact me via email.

02/26/2015 13:39:11 ***** A. ***** (JA*****)

1:44 pm - I called ###-###-#### and got Mr. ********'s voicemail. I left a

message with my contact information, requesting a call back.

I've reviewed the premise usage back to 2010, and there is history of this

amount of usage (9.5 mcf)in January of 2011 (9.7 mcf).

02/27/2015 09:02:09 ***** A. ***** (JA*****)

Mr. ******** enrolled in the Recurring Credit Card payments online via

eServices on 10/01/14.

As part of the enrollment process, the customer must agree to the terms

and conditions before the enrollment will be processed.

Terms & Conditions: (the portion relating to recurring credit card

payments)

Auto-pay with credit/debit card - You may set up automatic recurring

payments using a credit or debit card. Payment cards requiring a personal

identification number (PIN) may not be used for this payment option.

If you choose this electronic payment option, you agree to have your

payment processed on the date your bill is generated and presented to

your financial institution for payment that evening. You must enroll in

the Auto-pay option at least one business day before your bill is

generated to use this payment option in any particular month. If you have

any outstanding balances on any of the accounts that you have selected to

pay using the Auto-pay option, you agree to have such outstanding

balance(s) paid using the Auto-pay option. Note: If you have made a

payment on an account(s), either by personal check and/or by the one-time

online payment option, and that payment has not yet been posted to your

account(s), such balances will be treated as outstanding balances and will

be paid according to the preceding sentence.

Mr. ********'s meter was read on 2/11/15 and the bill was presented on

2/12/15, and balance due of $90.18 was applied to his credit card on that

same date. On 2/18/15, Mr. ******** de-enrolled from the recurring credit

card payments.

Because the balance owed was applied to his card 6 days prior to his

de-enrollment, for a balance that is owed, we are unable to refund this

amount back to his card.

Mr. ******** has not responded to my phone calls. I am sending the

following letter for closure:

February 27, 2015

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

*** ******** **** #5

Royal Oak, MI 48073-2733

Account Number: *********112

Dear Mr. ********,

You#ll be pleased to know that I have received your concerns regarding

your recent recurring credit card payment for the address of 510 Montrose

Ave. #5 Royal Oak, MI. Because you#re important to us, we#ve taken your

concerns seriously and have reviewed your account.

I'd like to begin by apologizing for the inadequate response to your

emails from our Customer Service department. I have forwarded your

concern to Customer Service management for review and follow up.

My review of your account shows that you enrolled in recurring credit card

payments on October 1, 2014. As part of the enrollment process, you had

agreed to the terms and conditions of the program. I've included these

terms below for your convenience:

Auto-pay with credit/debit card - You may set up automatic recurring

payments using a credit or debit card. Payment cards requiring a personal

identification number (PIN) may not be used for this payment option.

If you choose this electronic payment option, you agree to have your

payment processed on the date your bill is generated and presented to

your financial institution for payment that evening. You must enroll in

the Auto-pay option at least one business day before your bill is

generated to use this payment option in any particular month. If you have

any outstanding balances on any of the accounts that you have selected to

pay using the Auto-pay option, you agree to have such outstanding

balance(s) paid using the Auto-pay option. Note: If you have made a

payment on an account(s), either by personal check and/or by the one-time

online payment option, and that payment has not yet been posted to your

account(s), such balances will be treated as outstanding balances and will

be paid according to the preceding sentence.

For your recent billing, the meter was read on February 11, and the bill

presented and payment processed the next day on February 12. At this time

we are unable to refund that payment back to your credit card, as the

payment was applied to a balance owed, and you had agreed to the terms

and conditions of that payment option.

At this time the account is no longer on the recurring credit card

payments. We show that you de-enrolled online on February 18, and no

further payments will be applied to your credit card.

It is my sincere hope that this information has been helpful in resolving

your concerns. Thank you for the opportunity to assist you with your

inquiry.

Respectfully,

***** *****

Customer Care Representative

###-###-####

*****.*****@cmsenergy.com

COMPLAINT CLOSED 2/27/15

 

Consumer Response:

[A default letter is provided here which indicates your rejection of the business's offer. 

Better Business Bureau:

I have reviewed the offer 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 offer appear below:

I received an e-mail from Consumers saying she received the complaint.  I received no further e-mails from her.  I am on the "do not call" list and kindly ask Consumers to respect that.  Consumers needs to credit my credit card the $90 and rebill me for the $90.

Regards,

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

 

2/26/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I moved from a home in ***** MI to a home in ****** MI in the end of Oct. 2014, at that point I had service shut off from the home in ***** and turned on at the home in ******. I received a bill over a month later from the home in ***** for over $1000 and I also received a bill for the new home for a small amount of $63 which I paid as soon as I received it. Since I had made payments on time every month that I had lived in the home in ***** I was confused as to why it would be so astronomically high and why I had two separate bills in the first place. I contacted Consumers because very shortly after that I received shut off notices that I had to pay all $1000+ as well as a new bill for the new house for over $250 (heat set at 68 and energy efficient window and LED light bulbs=super high bill??). As I am the single income earner in my home I qualify for the payment protection plan but as there were two separate bills I was not able to enroll to keep my power from being shut off while Consumers researched into why the bill was so unbelievably high in the first place. Upon talking with representatives on two different occasions I was able to get a hold on my accounts so it would not be shut off and it was "sent" to be researched and corrected so it could be one bill and enrolled into the payment protection plan. In December 2014 I was still receiving 2 bills and emailed the company for an explanation and got a response stating that it was again sent for correction, January got me the same information. I have yet again emailed the company to see what response I get, hopefully something that will correct the problem.

Desired Settlement: I want the company to review in detail the prior billing due to the extremely large balance that was left from my home in ***** and I want it revised to be corrected and reflect all of the money I had paid onto it and get it corrected so I have 1 account not 2 so that way I can get back onto the payment protection plan as a single working mother I can not afford to pay a bogus $1000 bill on top of the ridiculous over $200 bill at the new house. The company should be doing more to assist me.

Business Response:

02/11/2015 16:53:24 ******* M. ********* (CMHERNAN)

I called customer this afternoon 02/11/2015 (approximately 12:30 -1PM) and

spoke to ****** ******. I apologized for not calling her sooner.

I was confused when reading her billing inquiry. She mentioned her home in

***** but did not list the address. After speaking with customer, if I

understand correctly, I don't think there is a billing issue with *****

home address (at *** ******** **). I think she was just stating that she

closed her account at *** ******** ** 10/23/2014 and opened her account at

current address: *** ****** **. ****** on 10/20/2014. She is receiving two

separate bills:

Account ************

*** ****** **

******

Electric Meter ********

Account ************

*** ****** **.

******

Gas Meter ********

Ms. ****** is requesting one energy bill for the electric and gas service

(combined). I believe what may be confusing the customer is the "transfer

in" charges to accounts.

When electric and gas bill is combined, I will itemize for customer.

I sent an email to PO Box: Customer Billing requesting the energy accounts

is combined.

I attempted to make a follow up call this evening 02/11/2015 (4:31PM)

calling *** *** ****. There was no answer. I left Ms. ****** a voicemail

to let her know I am waiting for our billing department to complete bill

combination.

02/19/2015 11:10:51 ******* M. ********* (CMHERNAN)

When talking to customer on 02/11/2015, I told customer that I would send

her itemizations of her energy accounts and request our billing department

combine her electric and gas accounts at *** ****** **. ******. When I

called her the next day 02/12/2015, I left another voicemail message. I am

going to send her billing information with a follow up letter today.

02/19/2015 11:58:10 ******* M. ********* (CMHERNAN)

February 19, 2015

Ms. ****** ******

*** ****** **.

******, MI 48867-2034

Dear Ms. ******,

I am writing this letter as follow up to our telephone conversation on

February 11, 2015. We discussed your concern with you receiving separate

gas and electric invoices for your home at *** ****** **reet ******.

You will be happy to know your gas and electric accounts were combined and

you will now receive one bill for both your gas and electricity. Your new

assigned account number is *********672.

You also questioned the correctness of the account balance for your

previous energy account at *** ******** **reet ***** that was transferred

to your current account at *** ****** **reet ******. Enclosed are

itemizations of your accounts for your review.

Account *********026 *** ******** **. ***** - Electric and Gas

Account ************ *** ****** **. ****** - Electric

Account ************ *** ****** **. ****** - Gas

Account *********672 *** ****** **. ****** - Electric and Gas

The Statement of Billings and Payments show month to month energy use,

costs and payments.

You mentioned in your inquiry you were having difficulty paying your bill.

I encourage you to seek assistance by first calling 2-1-1 a United Way

agency, to be connected with agencies that can help in your community.

For your reference, I have enclosed a brochure Get Help Paying Your Bill

that explains assistance programs. Consumers Energy also offers our

customers the Shutoff Protection Plan. To enroll requires a 10% down

payment of your total bill followed by eighteen budget payments to clear

your account.

I understand your concern with high bills and energy costs and would like

to assist you further. If you would like to discuss your monthly

appliance potential, extended payment arrangements or payment plans,

please don't hesitate to call me at ###-###-####.

Sincerely,

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

Customer Care Representative

cc: Eastern Better Business Bureau

02/19/2015 16:22:21 ******* M. ********* (CMHERNAN)

I Sent copy of itemizations to ECAC Corporate Office in Jackson.

CLOSING INQUIRY WITH MAILING OF FOLLOW UP LETTER 02/19/2015.

2/19/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On December 9th my electric was shut off for nonpayment due to a missing bill. I paid amounted needed to restore services. On January 16th, without even receiving a shut off noticed, my electric has been shut off again. I went to *** for assistance when I noticed my bill was so high, their records did not show a shut off notice either. I have 3 small children and it is winter. Consumers energy failed to communicate with me the possibilities of shut off before they came to my house and disconnected my service. They continue to add fees on and are making it impossible for me to get ahead. I was on shut off protection and was not even made aware I was no longer enrolled. They chose to disconnect on a Friday afternoon to make sure I would have no way to restore services.

Desired Settlement: Services restored . Playment plan reinstated. Fees dropped

Business Response:

01/20/2015 11:20:54 *** s ******* (ASBERTRA)

Dunning History

10/30/2014 Turn off notice issued $497.83

11/04/2014 mid cycle notice

11/06/2014 intent notice call

11/07/2014 intent notice mailed

11/12/2014 sent for disconnection

11/18/2014 Dispatch canceled disconnect order

12/09/2014 service SNP'd

12/10/2014 Service restored

Payment to be made for restoration was $447.83, customer reported payment

was made thru ***.

12/18/2014 turn off notice issued $489.93

12/22/2014 mid cycle notice

12/23/2014 intent notice call

12/27/2014 intent notice mailed

12/30/2014 sent to the field for disconnection

01/16/2015 service SNP'd

6 month payment history

07/29/2014 $240.00

09/22/2014 $229.00

11/07/2014 $250.00

12/09/2014 $247.83

Defaulted from the Shut off protection Plan on 10/27/2014

Outstanding Deposit request of $150.00 still due since full turn off was

not paid when services were restored in December 2014.

01/20/2015 11:44:03 *** s ******* (ASBERTRA)

I called and spoke with Mrs. ****** today, I explained to her that her

shut off notice on 12/10/2014 was not paid in full. She did not pay her

deposit of $150.00 or reconnection fee of $50.00. She was then issued a

new shut off notice of $489.93 on 12/18/2014.

I gave her the time line of dates we called and mailed notices. I

apologized to Mrs. ****** but explained that we would not be able to turn

her service on without the full payment of the turn off notice of $489.93

and the reconnection fee of $50.00, because $200.00 of this notice is her

deposit and reconnection fee from December's shorted payment. Mrs. ******

said she is currently waiting on *** to help her with restoration but they

have 10 days to authorize her. I suggested seeking out help with 211 or

care program she said there wasn't any other help in her area. I offered

to email or call her case worker to see if I could provide them with any

information to help move along her application. She provided me with

caseworkers number ###-###-#### ****** *******. I called and left a

voicemail with ****** ******* with the shut off notice details and left my

number so if she had any questions she could call me back.

I explained to Mrs. ****** I was following up with the eastern better

business bureau with our conversation.

Closed inquiry 1-20-2015

Consumer Response:


Better Business Bureau:

I have reviewed the offer 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 offer appear below:

As of Friday, December 23, 2015 at 4:00pm ; my caseworker still had not gotten a clear response from the company. They had given her 3 different amounts as to what the amount needed for restoration. Without an exact amount that would for sure restore services, she was unable to complete the process. Being a Friday, she would be unable to do anything to help me until at least Monday due to not hearing back from the company yet.  I have still been given conflicting information from the woman i spoke with from Consumers Energy and the representatives on the phone.  Before the call placed by me when I noticed my electric was disconnected, I was never informed that I had not paid the full amount of the December 9th disconnection. I called the 800 number listed on my door after the services were disconnected. The automated system stated " to restore services, you must pay the minimum amount due of $XXX, would you like to pay that amount now. I was given a confirmation number and called to have the services reconnected. I provided the confirmation number to the woman on the phone.  I was also told on the phone that Consumers did not have to provide me with a shut off notice due to me not "paying enough" when it was shut off in December and that i was never out of shut off state because of that. It has been a horrible experience with this company and as I am writing this,  I am still out of power due to the lack of communication the company has with its "customers" and the agencies trying to help the customers.  I feel this company ne*** to be held accountable for the treatment of its customers. The last payment made, as they show was December 9th 2014. Nine days later it shows that they were already trying to disconnect me again. It is not as though I was not making a good faith effort, aside for not even being aware of the situation.


Regards,

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

 

Business Response:

01/26/2015 10:32:49 *** s ******* (ASBERTRA)

 

 

I contacted ****** ******* caseworker again today around 10:30AM I left her a voicemail with the amount of the turn off notice $489.93 + reconnection fee $50.00. I explained that her client stated she was having an issue getting assistance with the turn off amount through Consumers Energy and that I would be happy to assist her if she ne*** anything further to please call me directly ###-###-####.

 

I called ****** ******, left her message letting her know I contacted her caseworker on Friday and today with the same information the amount of the shut off notice and my contact information and that I have not heard back from her. I gave ****** my direct number and told her if she speaks with her caseworker that she can feel free to give it to her to call me.

01/26/2015 13:02:49 *** s ******* (ASBERTRA)

 

 

****** ****** called me back, *** authorized $450.00 after ****** paid her co-pay of $39.00 today at Wal-mart.

 

I waived the $50.00 reconnection fee since *** paid the majority of the bill. Placed turn on order for today and explained to Ms. ****** that we needed to wait for ***** payment to post and we allow up to 30 days for their payments to post therefore she will need call after that for the shut off protection plan. ****** said that was fine she will contact me or customer service.

 

Closed inquiry 1/26/2015


 

2/16/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: WE HAVE SOLD OUR PROPERTY IN AUG 2013.SINCE THEN SOME REASON EVEN AFTER REQUEST WAS MADE BY NEW OWNER TO CHANGE NAME REQUEST WAS NOT DONE PROPERLY WHICH LEADS TO BILLING ON MY NAME AND COLLECTION AGENCY.DURING THIS PERIOD OF TIME WE HAVE MADE SEVERAL CONTACT WITH CONSUMERS ENERGY TO RESOLVE THE ISSUE .THEY ALL THE TIME MAINTAIN THAT THIS IS IN ERROR AND WILL RESOLVE IT .ALSO AT SOME POINT THEY SENT ME A CHECK OF 599 AS REFUND WHICH I NEVER DEPOSITED AND TOLD THEM ALSO THAT I SOLD THE PROPERTY SO NEITHER I OWE OR YOU OWE ANY MONEY .I ALSO SENT THEM HUD SETTLEMENT TO HELP THEM RESOLVE THE ISSUE.LAST MONTH I SPOKE TO 3 DIFFERENT REPRESENTATIVE INCLUDING ONE OF THEM IS SUPERVISOR/MANAGEMENT ******* EXT:********* EXT:********** EXT: ****THIS IS FRUSTRATING SITUATION WHERE I HAVE TO FOLLOW UP THEIR MISTAKE.THIS IS ALSO NEGATIVELY IMPACTING MY CREDIT ALSO

Desired Settlement: I WANTED TO RESOLVE BY INFORMING ALL CREDIT BUREAU TO REMOVE AND TAKING ALL RESPONSIBILITY OF IT.IF IT IS NOT DONE IN TIMELY MANNER THEN I NEED COMPENSATION FOR ANY DAMAGE MAY CAUSED TO ME OF MY PURCHASE( SUCH AS ANY RATE HIKE IN BORROWING OR LOANING ANY MONEY/ANY TURNED DOWN LOAN AND PAID ANY MONEY OR INTEREST PAID)ANY LEGAL COST INVOLVED IF ANY LEGAL STEP I WILL TAKE TO RESOLVE .

Business Response:

February 6, 2015

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

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

Account Number: ************

Dear Mr. *****,

You#ll be pleased to know that I have received your concerns regarding

your account for the address of **** ******** *** ***** MI from the Better

Business Bureau. Because you#re important to us, we#ve taken your concerns

seriously and have reviewed your account.

******, the representative you spoke to on January 30, 2015, had forwarded

your concerns to the correct department for review. There was an error

found and it was determined to be an error caused by Consumers Energy.

A request was immediately submitted to have this removed from your credit

report. On February 2, 2015 we were notified that the correction was

submitted, and we were told that it can take the credit bureaus 30-90 days

to update their files.

****** notified me that he has spoken with you and you have requested a

letter from us regarding these details. It is my sincere hope that this

information has been helpful in resolving your concerns. Thank you for the

opportunity to assist you with your inquiry.

Sincerely,

Julie Gates

Customer Care Representative

###-###-####

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

COMPLAINT CLOSED 2/6/15

 

2/16/2015 Billing/Collection Issues
2/15/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: *** my husband and I just got a letter in the mail from consumers energy saying we were signed up for appliance coverage and that are rate is going up supposibly we have been signed up since 2008 and paying 24.00 a month the only problem neither one of us rembers signing up for it I looked and they have been charging us when I called and asked why she said well you signed up in 2008 when you hooked your appliances up the only problem I told her is we moved into our house in 1999 she then said well if you have had it this long and have not called to cancel we can not give the money back to you sounds fishy to me even when I told her we did not sign up for it when I called back they are having a supervisor call me back they said they updated there system in 2010 and we have been signed up since then and they have sent a number of letters saying were signed up or so she says but this is the first one I rember seeing it when I called a third time the supervisor just called she said one of us signed up in may of 2000 when I told her they said 2008 she said that's when they got there new computer and we realy signed up in may of 2000 *** said he did not sign up so she said she would try and pull the archives and see who signed up for it I told her to do that and she said it would take a few weeks because it has been 15 years I am beginning to dislike consumers lol

Desired Settlement: we just want our money back first they said we signed up in 2008 then they said they got new computers in 2010 and could not go back as far as 2008 then the supervisor called and said we signed up in may of 2000 we pay everything on line and yes have been paying back that far but we never rember receving letters in the mail saying we had appliance coverage

Business Response:

02/04/2015 08:45:43 ***** W. ****** (BW******)

Remarked account and assigned to ******* ****** + cc: **** *********,

******* ********, ****** *******, **** *******

I received the following information from ******* *****:

I see this customer filed a corporate complaint. I am just following up

with you. Here is the information below of how the customer was enrolled.

We use to use telemarketers to contact the customer. Since it has been

years and we don#t use that firm any more it would be impossible to get a

recording.

The customer was enrolled on ASP on 04/25/2000 by a telemarkerter.

02/04/2015 10:15:20 ***** W. ****** (BW******)

I spoke with Mrs. ******* on 02/04/2015 at 10:15 AM. I explained that

we've received her complaint and I have forwarded it onto the Appliance

Service Plan (ASP) Management for a resolution. She is aware that someone

from the ASP group will be contacting her to resolve her concerns.

02/05/2015 16:10:50 ***** W. ****** (BW******)

I received the following information from ******* ******:

I spoke to Ms. ******* today (02/05/2015) and offered to reimburse 2013,

2014 and January of this year. The total reimbursement will be $743.73. A

check will be sent and she is aware it will take 7-10 business days. She

was originally enrolled in 2000 by an outbound call campaign. She

accepted this and said thanks.

Corporate Complaint closed 02/05/2015

2/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am writing to complain about Consumers Energy wrongfully denying me from getting back on a protection plan. Consumers energy system continually messes up people accounts and instead of removing their mistake, they hold their mistakes against the consumer. Per consumers energy rules when I was starting my plan up, you have one time a years to default/ miss a payment. I have only missed one payment and that was last year FEB of 2014, I have now missed a payment in 2015 and Consumers will not adhere to their own rules and Consumers Energy is holding a mistake their system made; on May 30 they sent a letter to me saying that they had to return a check and I had defaulted. I called Consumer Energy and informed them that I made my payment on time ad before I would have defaulted but the payment never even attempted to come out of my account. The manager I spoke to informed me that if I could prove a payment never even attempted to come out they would place me back on my plan. I went and got a certified letter from my bank and faxed it to Consumer energy to show them their mistake. At this point in time Consumer energy attempted their mistake and placed me back on protection plan. However now consumers energy is refusing to place me back on my protection plan due to this incident. When I spoke with Consumers Energy manger ( Mrs. ******), she informed me that even though that incident was not my fault they are still counting it against me and will not place me back on my plan. She then proceed to insult me and insist the plan is not even working for me, my success rate is at 25% and even though the average success rate is 3%, she still does not feel like it working. Then proceeds to insult me and waste my time even more by telling me to go and apply for assistance, and that I should qualify and if I dont and I faxed a official letter to why I do not qualify. He then would place me back on my plan. I informed her that I do not qualify for assistance because my income is low but is just above

Desired Settlement: Consumer energy needs to correct my account and place me back on shut off protection plan.

Business Response:

02/09/2015 14:39:38 ***** M. ******** (SMSUCHEC)

***** A ******** - 1*** **** ***1 - 1*** ******** ** **** ******

SPP defaults in May 2014 and January 2015

02/06/14 SPP enrollment request

02/20/14 $154 payment

04/22/14 $198 payment

05/23/14 $194 payment (returned 5/30/14)

05/30/14 SPP default due to returned payment

06/04/14 customer stated wife used wrong account number to cause default.

Call Center Team Leader asked for him to provide note from bank to verify

funds were available and wrong account number was used and we would

reinstate SPP

06/05/14 advised customer if pays $234 down payment by 6/6 will enroll SPP

06/06/14 SPP enrollment request

06/06/14 $226 payment

07/10/14 bill due

07/19/14 turn off notice SPP $226

07/25/14 $226 payment

08/12/14 bill due

08/20/14 turn off notice SPP $226

08/22/14 $226 payment

09/09/14 bill due

09/17/14 turn off notice SPP $226

09/24/14 $226 payment

10/09/14 bill due

10/16/14 turn off notice SPP $226

10/20/14 $226 payment

11/07/14 bill due

11/17/14 turn off notice SPP $226

11/26/14 $226 payment

12/09/14 bill due

12/16/14 turn off notice SPP $226

12/22/14 mid cycle

12/24/14 $226 payment

01/06/15 bill due

01/19/15 turn off notice SPP $226

01/23/15 mid cycle

01/29/15 SPP default

02/03/15 turn off notice $376.68

02/10/15 bill due

02/09/2015 14:57:38 ***** M. ******** (SMSUCHEC)

I dialed ###-###-#### and left a voice message for ***** ******** with my

phone number and asked him to contact me about his concern filed with the

Better Business Bureau.

02/10/2015 09:56:40 ***** M. ******** (SMSUCHEC)

I dialed ###-###-#### on 2/10/15 at 9:56 AM and left another voice message

asking ***** ******** to contact me.

02/11/2015 08:51:18 ***** M. ******** (SMSUCHEC)

***** ******** returned my call on 2/10/15 at 3:17 PM and left me a voice

message stating he just got out of work.

I dialed ###-###-#### on 2/11/15 at 8:51 AM and left a voice message for

Mr ********. I apologized that I missed his call yesterday afternoon and

stated I would be in until 4 today for him to contact me so we can discuss

a payment arrangement.

(since no payment in January for $226 SPP and February bill due yesterday,

I am going to attempt a payment arrangement of $226 within the week and

then I will break up balance for $75 per month PLUS current bills for

March, April, May and June).

02/11/2015 15:03:09 ***** M. ******** (SMSUCHEC)

Since Mr ******** called me just after 3PM yesterday, I dialed

###-###-#### on 2/11/15 at 3:05 PM and spoke with Mr ********. He said

that he just defaulted a payment in January and had an incident in May

with a payment. He said that he had to get information from bank to get

it straightened out and he understood it was fault of CE. I explained to

Mr ******** that the payment did not clear and the account is noted that

his wife used the wrong account number when submitting the payment. He

said that was the end result. I explained that although I understand it

was not intentional, that error did cause the payment plan to default.

Since he missed the recent payment in January, it reflects as 2 defaults

on his account and once there are 2 defaults we do not offer additional

enrollment.

Mr ******** said he had been talking with Ms ****** and even though he

explained the situation to her, she didn't care. I then discussed with Mr

******** that he is aware the missed payment in January caused a default

but he also had a current bill due just yesterday. I asked him when he

was planning to make a payment on the account and for what amount. He

said that his wife gets paid next week and he was planning to pay $380 on

the 19th (his turn off notice is for $376.68). He said Ms ******

mentioned payments every 2 weeks.

Next meter reading is scheduled around 2/16 and Ms ****** has a dunning

lock on the account thru 2/19 so I told Mr ******** that I will set up a

payment arrangement for every 2 weeks once his account is billed. He was

satisfied with the resolution.

**closed 2/11/15**

 

Consumer Response:

[A default letter is provided here which indicates your rejection of the business's offer. 

Better Business Bureau:

I have reviewed the offer 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 offer appear below:

[I have reviewed this the response by by Consmuer energy I am rejscting this response because they still did correct thier mistake and still trying to put the mistkae on myself or my wife. We believe their system messed up the accounts numbers, as customers we follow the same steps evertime we make a payment, In may we followed the step like every month and an payment was never taken out. We called consumer envergy to find out what happend and were told it was posted and we were fine. Letter we get a letter saying we defualted and there is a returned check fee on our account as well. We disputed this told them we made the paymement on time and even called to double check sense it was taking so long to come out. They asked for proof from our bank that the payment never came though  to my account. Consumer had to remove the check return fee and place us back on the plan since their system messed up the payment. We did not defulat on our payment and it would have been on time and correct if Consumer energy system did not mess up. There are multiple complanints online with this being a regular problem of consumers energy, bill pay system, then consumers energy will try to blame the customer When we spoke to Mrs. ****** she lied and said that she would place an exstension on my account until the 19th to pay the past due amount of $380. Mrs. ****** continued to threaten me with turning off my services and contiued to lie and say there were no other options for me. Mrs ****** demanded that I send Consumers energy my tax information and paychecks along with my wifes, and suggested I did not know how to manage my life and time. Mrs. ****** futher went on to compare her self to My self and  wife and I and stated she is a single mother, and her daughter had just had her spleen removed and she is able to figure it out, so we should be able to.  When I talked to ***** in Consumers energy complaint department after playing phone tag for a couple of days she was very short with me time wise and we had about a five minute conversation that  lead me to believe and left me believeing that I was going to be placed back on my monthly payment plan. Further more after looking at consumer website I believe consumers and been decievning their customers. I do not beleive I was ever on the shut off protection plan or the winter plan. My payments were way higher then what they should have been and if they were about $117 like their webstie states, then I would not have defualted. I am low income and make about 24,000 a year, I was put on a plan were I had to pay over $200 a month. Comsumers is being very decetful, after I pay the 380 it leave about 180 left and then the next bill coming out on the 15th. Based on this Consumers energy bi weekly plan does not make any sense, nor does it help us or fix the problem or correct thier mistake. I never agreed to bi weekly plan I agreed to pay the 380 since that is the only way to stop my light and heat from  being turned off, when it is about -2 outside. once again consumers is trying to place the blame for this situration on me and my wife. when there system screwed up, then their employees scrwed up when we could have had this solved. Further more Consumers enegy said when I first set my plan up  you have two times a year to defualt, and Novemeber starts the year.  now today it is two times in a rolling claendar year. and if consumer energy makes a mistake it will count as you defualted. Consumer makes up rules as they go, and never admitts to their wrong doing or lack of custmers service. The fact of matter is I am low income live in michigan and I am trying to pay consumer energy bill, but Consumers energy is more concerned about turning of my heat and lights than being helpful. and fixing the problem.  The even more sad thing is MRs. ****** admitted if that mistake in May did not happen we would not be going through this.  ]

Regards,

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

 

Business Response: Our Position remains unchanged. Closing complaint

2/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In October we had moved out of an apartment, the service was supposed to have been suspended. We moved into a new house in December where service was supposed to have been continued. Earlier today the gas was shut off. After reviewing my bill the service was never cancelled and transferred from the previous apartment. Customer service says they have NO RECORD of a phone call ever being made for this transaction and that the house we're currently living in had "no name" which is why it was shut off. I have 2 small children, we live in Michigan the nighttime average is generally under 20 degrees. Not only was this a negligent error on their end that should've been given prompt attention and turned back on immediately, their policy on their website states of you call before 2 PM you will receive same day reconnection. However, that's apparently non-existant if they keep you on hold till after 2. They said the earliest they could send someone out would be between 8-12 pm the next day FOR THEIR ERROR! I had a rude representative ******* tell me, "Well I guess you'll just have to find somewhere else to stay tonight." This is absolutely unacceptable. It is also unacceptable the lack of gas service providers in my market. Consumers Energy has a complete monopoly over the market with their sub-par service and sub-par customer service skills. If it was up to me they would not receive another dime of my money due to their negligence. Someone seriously dropped the ball at this company, and they have the nerve to place the blame on the consumer.

Desired Settlement: I would like a refund for the 3 months of service that should've been cancelled. Unfortunately, there's nothing to give me to make up for the suffering my children will have to go through tonight due to someone's negligence.

Business Response:

01/28/2015 10:54:47 ***** ** ****** (BWMORGAN)

Remarked account

Notes from Social Media Complaint filed by Ms. **** on with the same

concerns:

I spoke with Ms. **** on 01/28/2015 at 8:58 AM. I apologized for the

frustration she has encountered and let her know that I would be looking

into her complaint further. I also let her know that I will try to

expedite her service reconnection.

I spoke with dispatch at 9:00 AM and she let me know that the tech with

the reconnection order is on a gas leak, but she will ask him to head that

way after his current order.

01/29/2015 12:10:51 ***** ** ****** (BWMORGAN)

I spoke with ****** at Clinton Manor Apartments on 01/29/2015 at 12:00 PM.

She informed me that Ms. **** moved out of the ***** **** ** address (acct

*************) on 10/28/2014. She also accepted responsibility, on the

apartment complex's behalf, to place service in the Apartment's name from

10/29/2014 - 01/02/2015.

I have sent the following email to the Customer Bill ** *** on 01/29/2015:

I verified with ****** at Clint Manor Apts. that Ms. **** (acct.

*************) moved out on 10/28/2014. ****** also agreed to have the

apt complex take responsibility for the service at the address shown below

from 10/29/2014 # 01/02/2015, when the new tenant moved in. Could you

please adjust the move out date for Ms. **** to 10/28/2014, move in

Clinton Manor Apts on 10/29/2014; then move Mr. ****** in on 01/03/2015?

02/02/2015 09:02:51 ***** ** ****** (BWMORGAN)

Customer Billing completed the move-out date changes for Ms. ****.

02/02/2015 11:56:55 ***** ** ****** (BWMORGAN)

Account # ************ at the ***** **** address now has a move-out date

of 10/28/2014. The previous final bill for this account was $169.67.

After the move-out date was adjusted, the new final bill is $38.06.

I left a message for Ms. **** on 02/02/2015 at 12:03 PM, at phone number

************.

02/03/2015 16:23:17 ***** ** ****** (BWMORGAN)

I have sent the following email to Ms. **** at email address

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

Dear Ms. ****,

You#ll be pleased to know that we#ve had a chance to look into the inquiry

you raised with the Better Business Bureau.

I understand that your current service was unexpectedly turned off. I#m

truly sorry for the hardship you faced while the service was off and the

rude representative you spoke with.

We have back-dated your move-out date at your prior address of ***** ***** **** ** **** in Harrison Township to the date of 10/28/2014. I spoke with

****** in the office of the apartment complex who verified the date you

moved out as of this date. The apartment complex accepted responsibility

for the usage as of 10/29/2014. The new and lower final bill amount for

this account is $38.06.

After looking into the contact records on the account, I don#t see that we

were contacted to have service taken out of your name at your previous

address or placed into your name at your new address. This step can

easily be overlooked with everything that someone has to worry about while

moving in or out of a new address. We did not intend to cause your family

distress because we weren#t aware that you were living in the home.

The order for your gas restoration was placed at 2:32 PM on 01/27/2015.

We could not guarantee that we could be out the same day because of the

time the order was placed. I show that your gas service was reconnected

on 01/28/2015 by 11:00 AM. The service at your current address was placed

into your name on 01/27/2015.

Consumers Energy is regulated by the Michigan Public Service Commission

(MPSC), who oversees all of the public utilities in Michigan. We have

worked with the MPSC to enact rules that work out for both customers and

our company.

If you have any questions, please give me a call, here#s my direct line,

************.

Our best wishes to you. Have a great day.

Thank you,

Corporate complaint closed 2-3-2015

Consumer Response:

[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,

******* ****

 

2/9/2015 Billing/Collection Issues
2/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Home warranty i pay for was not honored properly. Lack of customer service help and response time.Depending on who they send out for their appliance repair will result in erroneous information to be given. I called in a furnace repair request and i got a guy who was more interested in selling me a new furnace then look at repairing mine. He deemed the furnace dangerous and shut it down, then proceeded to alert me to his options of selling me a new one. I called consumers energy and asked they come inspect my furnace directly as i was not confident of the technician that came out. They told me they no longer give 2nd opinions now, even though they personally came out last time this happened. I shared with them that i was not very happy with how the tech approached the repair call, but they refused to hear me out. I even explained that this has happened before and they personally came out and gave me the green light and cleared my furnace. I was left with no heat for 2 days and even with all my complaining and begging, they stated there is nothing they can do and that my furnace was leaking carbon monoxide into my home per their technicians finding. I asked what if i can prove the unit is not leaking carbon monoxide into,the house and that it was a minor repair. They told me that i will be reimbursed in full and to simply fax in my receipt. After i had the gas valve repaired and a carbon monoxide check done, i called in. I told them the service work performed and they asked i fax in the receipt. After faxing it in, i get a call saying that they will not reimburse me because i didn't have the heat exchanger taken out and examined. I was never told this. I am calling them out for misleading me now. They owe me repair money and an apology for misleading me and using bad business practices by not honoring their word.

Desired Settlement: Full refund of my repair bill that i dont feel i should have had to pay for in the first place. $245 that i paid for what they should have done day one. If they come out, they repair it quickly with no issues, but when they send a 3rd party it is quite different. The 3rd party technician took apart a furnace for what i told him was either a gas valve, electronic board or igniter. He condemned my furnace as soon as he walked into the room and commented how these things had a recall.

Business Response:

01/22/2015 09:44:40 ****** ** ******* (RGESCUTI)

On January 22, 2015 at 12:50 PM I called phone number ************ and

left a message for **** ****** informing him we did receive his concern

and I am forwarding to the appliance service plan.

I emailed and assigned the complaint to ******* ****** and cc ******* *******, **** **********

01/22/2015 09:47:26 ****** ** ******* (RGESCUTI)

Correction complaint was assigned out January 20, and customer called

January 20.

January 22, 2015 email reminder was sent to ******* ******, *******

*******, and **** *********.

01/26/2015 11:46:58 ****** ** ******* (RGESCUTI)

On January 22, 2015 I received the following email from ******* ****** and

cc ******* *******, **** ********* and **** ******.

We will not be reimbursing Mr. ****** for the work he had completed by a

third part contractor.

On 12/31/14 the customer called the ASP Solution Center stating they had

not heat. At that time our contractor, ******** went to the home and the

furnace was condemned for a cracked heat exchanger (3-4# crack on the left

side of the left cell of the heat exchanger # the contractor does have a

photo). The customer then called back on 12/31/14 to request a second

opinion by a CE tech. Due to the technician taking photos of the crack we

did not authorize the 2nd opinion but offered for the customer to procure

their own second opinion. If the second opinion deemed the heat exchanger

was not cracked we would have reimburse for that visit and any additional,

covered repairs.

However, upon speaking to the third party hired by the customer they

confirmed that they did not check the heat exchanger, but did complete

other repairs. Upon escalation of the complaint, **** ******, Senior

Field Leader, offered to have one of his field leader visit the home once

again with ******* to re-validate the cracked heat exchanger. Mr. ******

denied this offer.

Overall, we will not reimburse the customer for the repairs because the

furnace is a safety hazard and the repairs should not have been complete

without repair to the heat exchanger as well.

On January 26, 2015 at 11:30 AM I spoke to Mr. ******. I explained to him

our position remains unchanged and we will not reimburse him for the

repair.

01/27/2015 11:54:53 ****** ** ******* (RGESCUTI)

01/27/2015 13:45:36 ****** ** ******* (RGESCUTI)

Mr. ****** asked that I email him the details of the cracked heat

exchanger and our position. I verified the email address and sent the

following email:

I sent the following email to ******************

January 27, 2015

**** ******

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

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

Dear Mr. ******,

This email is a follow up to our conversation today.

Please let me first apologize for the frustration and inconvenience you

have experienced with the conflicting information you may have received

from customer service.

On December 31, 2014, you called for furnace repair stating you have no

heat. At that time our contractor, ******** went to the home and the

furnace was condemned for cracked heat exchanger. The crack is on the left

side of the left cell but right at the edge of the front dimple. You were

not satisfied with this conclusion. It was determined if a second opinion

is deemed the heat exchanger was not cracked we would reimburse for the

visit.

The third party you hired to complete the repairs verified they did not

check the heat exchanger; therefore Consumers Energy will not reimburse

you for any repairs.

**** ******, Consumers Energy Senior Field Leader has offered to visit the

home again with ******* to re-validate the cracked heat exchanger. At

this time you have denied this offer.

We appreciate your patience and understanding. If you have additional

questions, please call me at (**** ******** or ************ extension

****.

Sincerely,

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

Customer Care Representative

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

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

 

Consumer Response:

[A default letter is provided here which indicates your rejection of the business's offer. 

Better Business Bureau:

I have reviewed the offer 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 offer appear below:

[You must provide details of why you are not satisfied with this resolution. Please type details here:]

Hello,

I did get the call and email from CE, but i still have a complaint about what was said to me over the phone and why i feel they still need to reimburse me the repair work. Here is some more information i would like to share.

1. I was never told there was a picture taken originally. Now that i asked for this picture they seem to not have it.

2. I asked for a 2nd opinion due to very similar situation being corrected by CE in the past. I was refused a 2nd opinion, but. Ow they want to come in and give me one. This would have been settled if offered on day 1.

3. Supervisor from CE never told me i had to have heat exchanger inspected, but simply to have it repaired and declared safe to operate. I did just that and would have been happy to have the heat exchanger inspected as i value my family's health and safety.  That is why i did a carbon monoxide test, paid for that and just like i was told on the phone to make sure its safe.   I did just exactly what i was told. If they communicated incorrectly, that is not my fault or problem. 

4. I was told **** ****** would call me, he did not. I was told records by him showed he called, but we never spoke nor did he ever call. I can provide phone records to prove it.  

5. I was told my plan would help me, i am. It seeing any help. I have been lied to and promised many things, but none of them were delivered.

6. Why come in for a 2nd opinion by CE now when i was told that policy says no way that will happen, yet now it seems to be offered. I asked CE to do the repair/inspection and they sent me a 3rd party i found to be questionable as he worked for the exact company i complained to CE in the past. 

7. Why do 3rd party companies go right to the heat exchanger and CE techs to not? CE cleared my exchanger when this happened in the past and provided me a 2nd opinion in the past, but now it's not policy unless you complain to the BBB it seems.  CE tech came in and repaired my furnace without ever inspecting a heat exchanger, so is CE not practicing this habit internally? I would like to know why only 3rd party inspections seem to always suggest i buy a new furnace, but CE techs just fix the problem and leave. 

I am complaining about what i was told and how CE handles their business. I was lied to and not given full details.  I expect to be reimbursed as originally advised or i would not have wasted my time faxing in the bill. Mi would have eaten the cost and moved on.  My furnace is deemed safe and i have carbon monoxide testers.  I plan on upgrading my unit as soon as i can afford to, but i will not put my family in jeopardy and that i promise you.  Please have them pull the call recordings and they will hear there own supervisor tell me that i just need to make sure its safe. 

Too many stories, so lets hear the recordings. 

Regards,

**** ******

 

2/3/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Consumers energy has been very unreasonable with me for the past year. I had moved several times which I believe is where it all started. Requested service to be palced in my roomates name back in May of 2014. Nothing was done and no correspondence received until the end of August 2014 when they informed me that there was a 2400.00 dollar bill owed and they would not start service in his name because I still live at the address. I was then charged a 50.00 investigation fee. No resolution available except a 400.oo a month payment to keep service on. I added up all I have paid over the past year which equaled over 3400.00 in payments in 2014. In January of 2015 they say I still owe over 1600.00 and still want me to pay 400.00 a month for a paymetn plan plus the regular bill. This is insane. I can barely pay the rent now because of the astranomical amount of money that I am beign required to pay to consumers. The amounts and the billing statements do not add up or make sense. I have made some very large payments with little to no reduction in balance due showing.

Desired Settlement: I would like to have service transferred to my roomates name. I can make payment arrangements on the past amount due in my name although I do not believe it is accurate. We need to have reassurance and not have to worry every month that we wont have power. Its all been very stressful and feel like I am always going backwards with them. We need and affordable payment as myself and my roomate are on very tight budgets.

Business Response:

01/26/2015 14:43:24 ******* ** ********* (CMHERNAN)

Account ************

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

Start Date 06/13/2008 End Date 01/04/2012

Final Bill $386.65

On 02/07/2012, transferred out $386.65 to open active:

Account ************

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

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

*****

Start Date

Start Date 09/15/2011 End Date 09/24/2012

Final Bill $1,094.78

On 10/24/2012, transferred out $1,094.78 to active open:

Account ************

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

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

Start Date 09/15/2012 End Date 01/22/2013

Final Bill $1,183.36

On 02/20/2013, transferred out $1,183.36 to active open:

Account ************

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

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

Start Date 01/22/2013 End Date 11/09/2013

Final Bill $1,198.49

On 01/28/2014, transferred out $1,198.49 to active open:

Account ************

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

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

*****

Start Date 11/04/2013

**** ********* contacted Consumers Energy to request we close energy

account billed to her and place in her roommate **** ******** name. Name

switching, *** ********* cannot switch name on account to avoid payment.

On 08/04/2014, our Fraud Investigation Department received copy of lease.

Rental agreement lists **** ********* and **** ******** as tenants at **** * ********* **** *** *****

November 1, 2013. **** ********* was billed a

$50 investigation fee which is allowed by Michigan Public Service

Commission.

I attempted to contact customer this afternoon 01/26/2015 (3:17PM). There

was no answer. I left a voicemail message.

01/27/2015 10:39:42 ******* ** ********* (CMHERNAN)

I called customer this morning 01/27/2015 (10:30AM) and spoke to Tina

Pritchard.

CREDIT HISTORY:

01/03/2015 Turn-Off Notice $1,345.12

01/07/2015 Mid-Cycle Call Result - Call Completed

01/10/2015 Intent to Disconnect Notice

01/13/2015 Turn-Off Notice Expires

01/13/2015 Received customer payment $350-

01/16/2015 Received customer payment $250-

OTHER CREDIT INFORMATION:

Shut-Off Protection Payment Plan Default 08/18/2014

Shut-off Protection Payment Plan Default 12/29/2014

Six-Month Payment History:

August 2014 zero

September 2014 $540

October 2014 $401

November 2014 $401

December 2014 $250

January 2015 $600

*** ********* entered into a payment arrangement on 01/19/2015 in the

amount of $1,146.12 (**************:

01/30/2015 $573.00

02/13/2015 $191.00

02/27/2015 $191.00

03/13/2015 $191.12

Customer said she cannot afford above installment plan. *** ********* said

she has been struggling financially for a couple of years now because of a

divorce. Customer said she is doing the best she can.

TODAY'S ACCOUNT BALANCE $1,626.42 (includes current charges $480.30

spanning 12/13/2014 to 01/16/2015 for electric heat home).

*** ********* pleaded for one last opportunity to enroll on the Shut-Off

Protection Plan. Because customer is making good faith payments, I agreed

to re-enroll her account on payment plan.

I re-enrolled her account on the Shut-Off Protection Payment Plan. Her

monthly plan amount will be $338 and her first payment will be due on

02/10/2015.

*** ********* understands how important it is to pay monthly plan amount

$338 by due date every month. If she is late or misses due date she will

risk being removed from payment plan....and there will be no further

payment arrangements.

CLOSING INQUIRY DAY OF CONTACT 01/27/2015.

2/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am building a new house in the city of ***** ***, and I hired Consumers Energy to bring the gas line to my house. I paid them the fee of about $300 which they requested and they said that gas will be available on Jan 6th, 2015. I called them on Jan 6th because no one showed up, and they said that it will be completed by the end of the week. I have called and left multiple voicemails with no one responding back to me. I even called their supervisor and left voicemails to him, and he hasn't called back.So I finally decided to contact them thru email. I sent an email to **************************** and they told me to do what I have already done, to contact the same people. After explaining to them that I had already done that, they said my email has been forwarded to the supervisor (same person I've left multiple voicemails) and he will be contacting me. Today is Jan 20th, 2015 and I have yet to be contacted by anyone from Consumers Energy, nor do I have any idea when they will show up and connect my gas line.

Desired Settlement: I would like for them to complete the work which they were paid for.

Business Response:

01/20/2015 12:20:51 ****** ** ******* (RGESCUTI)

On January 20, 2015 at 12:15 PM I spoke to *** *******. I explained to him

I am forwarding his concern to the supervisors. I understand his

frustration however they will be able to assist him further. He said okay.

I assigned and emailed the complaint to **** ******* and ***** ******* and

cc ***** *****, ********** ********, ******** ******* **** *******, ****

***** ******* *********, and ***** ******* ****** *******, ******* ******

01/22/2015 14:31:33 ****** ** ******* (RGESCUTI)

The complaint was reassigned to ****** ****** and ******* ********.

01/26/2015 11:22:08 ****** ** ******* (RGESCUTI)

On January 26, 2015 I sent an email reminder to ****** ****** and *******

********.

01/27/2015 14:08:41 ****** ** ******* (RGESCUTI)

On January 26, 2015, ****** ******, contacted *** ******* and left a

message for him stating the work will be completed today. He left all of

his contact information.

The service was installed 01/26/15.

On January 27, 2015 at 2:10 PM I spoke to *** ******* just wanting to

confirm with him that everything had been completed. He said he is all

set. The work was completed yesterday and everything is good to go. He

does have ****** ******'s information if he has any further concerns.

Additional Notes:

The reason for the delay was due to emergency work that needed immediate

response and the need for specialized equipment.

 

1/29/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have contacted Consumers Energy on several occasions asking for assistance with getting my bill paid they are going to disrupt my service if I do not pay $291 by the 27th December. I am in a total disgrace in regards to the lack of customer service and they lack of care. I know I owe the money, however I just asked for a simple extension so I can't pay the amount due on the 31st of December. I told the representative had young children in the home and all that can say to me is all well sorry call ********* **** or *** ****** ***.I asked to speak to a supervisor and they told me well you can speak to one but they're going to tell you the same thing. I still requested to speak to a supervisor and they put me on a call back list. **** ****** called me back and left me a voicemail stating sorry there's nothing we can do you still have to pay by the 27th or your service will be shut off. They're not even willing to give me an extra couple of days? Its December in Michigan its cold I have a one year old and eleven year old.

Desired Settlement: I would like to either one be put on a payment plan so I can get caught up on my bill or an extension on the current balance of 291 dollars so I can pay that and my me and my family can stay warm this winter

Business Response:

01/15/2015 15:26:27 ****** ** ******* (RGESCUTI)

On January 15, 2014 at 3:27 PM I called phone number ************ and left

a message for ******** ******** to contact me back. I left my direct phone

number and toll free number with my extension.

01/20/2015 15:50:19 ****** ** ******* (RGESCUTI)

Account number: **** **** ****

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

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

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

Dates of Service: 05/14/11 to current

Total Amount Due: $218.55

Shut off notice History:

11/01/14 Shut off notice mailed for $208.66

11/07/14 attempt to enroll on spp

11/13/14 phone call completed

11/22/14 attempt to enroll on spp

12/31/14 intent to disconnect mailed

12/31/14 payment plan set up on automated system(IVR)

On December 8, 2014 customer service placed a manual hold for *** ********

to pay the full balance of $290.08 by December 27, 2014.

On December 20, 2014 *** ******** called Consumers Energy asking for four

additional days. The additional time was denied. Customer Service

Supervisor left a message for *** ******** denying the additional holds

due to the out of box approval give for the manual hold.

SPP: History:

04/14/14 default $61.00

On December 31, 2015 *** ******** went through the automated phone system

and set up a payment arrangement of the following:

01/05/15 $145.03

01/19/15 $48.35

02/02/15 $48.35

02/16/15 $48.35

Payment History:

01/06/14 $50.00

02/10/14 $135.00

05/05/14 $394.60

01/09/15 $145.00

On January 20, 2015 at 3:43 PM I spoke to *** ********. She said customer

service was not helpful at all. She said she was asking for four

additional days and they refused the additional time. *** ******** said

she is not disputing the balance just that she needed the extra time. She

said when she spoke to customer service they refused to help her but when

she went through the automated phone system, the system would let her set

up the arrangement she needed at the time.

I apologized to *** ******** on behalf of customer service. I told ***

******** I understand she had made a payment since this incident occurred.

Currently she does not have a shut off notice however if she would like

enroll on the payment plan I can enroll her. *** ******** said that she is

fine will her bill right now. She said she doesn't need the Shut Off

Protection Plan at this time. I gave *** ******** my direct phone number

in case she has any further concerns.

Additional Notes:

SAP shows *** ******** attempted to enroll on SPP 6 times with 1 default.

The SPP amount would be $47.00 if enrolled today. *** ******** said she

does not want to enroll on the program at this time.

1/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have the Appliance Protection Plan (on my rental property) with Consumers Energy for which I pay monthly. 12/6/14: furnace went out. I called ###-###-####, the appliance plan. A tech from *** ***** came out and restarted the furnace after he found the limit tripped.12/19/14: furnace went out. I called the appliance plan. A tech from *** ***** came out again & restarted the furnace after cleaning the flame sensor, pressure switch & carry over gas.12/23/14: furnace went out. I called the appliance plan and was told the ticket dated the 19th was still open, so I could call the *** ***** tech myself, which I did. The tech did not come out until 12/24/14. I was there and watched him remove the furnace door and look inside. Without testing or touching anything, he said it "appeared to be working fine." He replaced the door. (the tenant had discovered that the furnace would work occasionally if the thermostat was turned to 80*. If they turned it any lower, the furnace would shut off.) Replaced thermostat. Furnace was working when he left.01/05/15 Furnace was out. I called Consumers and asked for them to send a tech from a diff co. I was told that they would do that. Instead, Consumers again sent *** *****! Tech needed a part that he didn't have on the truck. I decided to call ********** ******* *** *******. I called them on 1/6/15. The ********** tech said the high limit switch was missing from the furnace. The *** ***** tech had taken it the night before! I called the *** ***** tech & Consumers, trying to get the part back so ********** could test to see if it was broken. I was told I could pick it up at the *** ***** office.I called Consumers today as I desire to cancel the Appliance program. They said I must keep it until 11/15. I cannot cancel it, only modify it to cover the furnace only.

Desired Settlement: 1. Rreimbursement for the $247 that I had to spend by hiring ********** Heating to fix my furnace. 2. I would like to be released, without cost from the Appliance Protection Plan. The only offer the company would give me is to reduce the coverage to cover the furnace only. This will cost me $12.49 per month and I must remain in the program until 11/08/15.3.Consumers using a sub-par repair service, my tenant went w/o heat 4 times. Had to use oven to heat - causing high heat bill. $50 to tenant

Business Response:

01/16/2015 16:10:54 ****** G. ******* (RGESCUTI)

On January 16, 2015 at 4:07 PM I called phone number ###-###-#### and left

a message for ****** ******* stating we did receive her complaint from the

BBB and our Appliance Service Plan will follow up. I left my direct phone

number.

I emailed and assigned the complaint to ******* ****** and cc ****

*********, **** ********

01/21/2015 15:07:39 ****** G. ******* (RGESCUTI)

On January 19, 2015 ****** ******* Appliance Service Plan contact Ms.

*******. She informed her she will reimburse her for the repair when she

receives the invoice. She will cancel the plan effective today. She is

also addressing the customers concerns with the contractor and the call

center.

12/18/14 no heat order placed, 12/19/14 *** ***** cleaned sensors customer

has heat

12/24/14 No heat order placed, 12/24/14 customer contacted appointment set

up 12/30/14 replaced thermostat

01/05/15 no heat order placed, 01/06/15 found main limit open had to order

part, landlord refused to allow install

01/22/2015 08:56:32 ****** G. ******* (RGESCUTI)

01/22/15 Waiting for additional information from ****** ******* regarding

$50 amends.

01/22/2015 12:51:42 ****** G. ******* (RGESCUTI)

On 01/19/15, The customer was notified the $50 amends for the tenant will

be processed.

Closing complaint 01/19/15 when customer was contacted.

 

Consumer Response:

[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,

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

 

1/22/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: $281 is the highest amount I've ever paid for heating and this because someone didn't feel like reading the meter for three months. The company will take responsibility for false billing and adjust the bill accordingly.

Desired Settlement: Consumers Energy will take responsibility of their negligence and half the bill for January to compensate the consumer for their misery and increased stress.

Business Response:

01/08/2015 13:13:35 ******* ** ********* **********

Account ************

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

**** **** **.

Westland

GAS METER ********:

09/30/14 50 actual

10/29/14 68 estimate (no attempt)

11/29/14 92 estimate (no attempt)

01/02/15 312 actual (catch up bill)

2013 and 2014 BILLING COMPARISONS:

10/03/13 to 10/30/13 4.1 MCF $ 50.99

10/31/13 to 12/03/13 10.6 MCF $116.73

12/04/13 to 01/03/14 14.5 MCF $157.20

-----------------------------------------

TOTAL 29.2 MCF $324.92

10/01/14 to 10/29/14 1.8 MCF $ 33.14

10/30/14 to 11/29/14 2.4 MCF $ 40.39

11/30/14 to 01/02/15 22.0 MCF $281.21

------------------------------------------

TOTAL 26.2 MCF $354.74

I attempted to contact ******** ******* this afternoon 01/08/15 (1:30PM)

by calling *** *** ***** There was no answer. I left a voicemail message.

01/09/2015 13:38:00 ******* ** ********* **********

I made a second phone attempt to reach ******** ******* this afternoon

01/09/15 (1:39PM). There was no answer. I left another voicemail message.

01/12/2015 11:55:01 ******* ** ********* **********

******** ******* returned my phone call today 01/12/15 (1:44PM). He

apologized for not calling back sooner. He works the night shift.

I reviewed above account and meter reading information. There were two

consecutive estimated meter readings in November 2014 and December 2014.

When we obtained actual meter reading on 01/02/2015 it resulted in catch

up bill. When comparing gas usage in 2013-2014 to 2014-2015.....usage is

consistent for his home.

It is unfortunate the end result of the estimated bills was the catch up

bill. I could understand how it caught him by surprise.

I told customer that I would forward his concern to the meter reading

supervisor.

Even though I believe he used the natural gas.....in the interest of

customer relations, my supervisor authorized me to credit his account

$81.21.

*** ******* was pleased with resolution. He will call me directly if he

has further concerns.

CLOSING INQUIRY - 1/12/2015

1/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for a budget plan in May of 2014, for a fixed billing amount. I received notice that they have determined my budget plan needs to be adjusted and raised it $40/month for the last 5 months of my plan. The purpose of the budget plan was to have a set amount to help offset the higher bills in the winter, not so they can raise the set amount in the winter anyway. I've called and sent repeated emails to the company (I can provide copies if needed). I've shown my billing for the last year, and provided proof that based on last year's history, I will be overpaid as it is, and an increase is not justified. The plan also states that I am responsible for any additional amount due after all payments received, so raising the set amount midterm is not necessary. I've repeatedly asked for a supervisor, and have been denied. I've asked for proof of their figures on how they've determined an increase is necessary, and have not received it. This is my gas bill, and not an escrow account, I am not required to have the amount of surplus in my account that they are demanding. The response to my emails simply state that we are having a colder than normal winter. We had a record breaking winter last year, so this year is mild compared to last year, and gas prices are currently lower than they were last year. I feel the company is worried about people not being able to pay their bills, but I have a perfect payment history with them, there is no justification to the excess amount. Budget plan is optional, but you cant join mid period so its not fair to force me to withdraw midterm or pay the extra amount. And I have made the higer payments in the summer time when the weather was warm, so this is unfair to increase the payments now in the winter. Please help me and anyone else who is being forced to unjustly pay in increase for the consumers bill, just to have to receive a refund later.

Desired Settlement: I would like my budget plan amount reduced back down to the original amount agreed to when I signed up for it.

1/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Consumers Energy is giving me a hard time regarding gas delivery to my home. Been dealing with this since December 10th, 2014, where my furnace will quit running for a few hours at night. Have had a heating contractor out several times, they replaced a computer board on one visit, on another visit they replaced a thermostat, and the condition did not go away, the furnace quit running, intermittently. Until last Tuesday, Jan 6th, the whole house generator tried to do its weekly test, it started up, and immediately stopped running. The code on the panel indicated a low gas or no gas situation. I called Consumers Energy, they sent out a worker, who never communicated to me what she found or what she did, so I had to call the company and find out, it was being turned over to some engineer, the engineer called today, I suggested the meter is 47 years old, and it is failing, he agreed to exchange it, then two workers come out, they did tests, showing there is adequate pressure, then they left, no meter swap. This company does not believe their components wear out or malfunction and does not believe in preventative maintenance. The worker said it needs an upgrade, at my cost. That suggests to me the service they had installed 47 years ago was wrong and inadequate. I will not pay for an upgrade to deliver gas to my home. I will let it totally and completely fail, then all them in the middle of the night to fix it!

Desired Settlement: I want a new meter to replace the defective meter, not an UPGRADE, I am not using any more gas than I have in the past, it is their equipment that is failing. I want a swap of meters only a new one like I currently have.

Business Response:

01/07/2015 16:41:08 ****** G. ******* (RGESCUTI)

On January 7, 2015 at 3:39 PM I spoke to Mr. *****. I explained to him we

have received his concern and I am forwarding this on to the supervisor.

I emailed and assigned the complaint to **** **** and cc ******* ********.

01/15/2015 12:35:39 ****** G. ******* (RGESCUTI)

**MPSC Complaint#*********5 filed 01/08/15****

On January 8, 2015 at 3:30 PM I spoke to Mr. *****. He said he filed the

Better Business Bureau Complaint the same time as he filed the MPSC

complaint. He said the supervisor called him about an hour ago and they

did schedule an appointment.

I emailed ***** ****, ******* ***** and ******* ***.

01/15/2015 10:22:19 ****** G. ******* (RGESCUTI)

Account number **** **** ****

**** *****

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

**** ** 48420

Dates of Service: 06/03/08 to current

01/06/15- Customer states he has low gas pressure going into home, Order

#** *** *** placed.

Consumers Energy found the customer has gas but might need a bigger meter

for all btu

01/07/15 Consumers Energy Specialist spoke to Mr. *****. Mr. ***** stats

he is having issued with the furnace staying running. Energy Specialist

placed order to investigate. Customer does have generator but is having

problem even when generator is operating.

Consumers Energy checked pressure and gas pressure fine.

01/15/2015 12:03:13 ****** G. ******* (RGESCUTI)

On January 8, 2015 ******* ***** Consumers Energy Gas Field Leader spoke

to Mr. *****. Per Mr. *****'s request he agreed to exchange the meter for

customer satisfaction.

On January 9, 2015 at 10:07 AM gas meter number ** *** *** was exchanged

with gas meter number ** *** ***.

At 3:30 PM ******* ***** contacted Mr. *****. The service worker found

nothing wrong with the meter but exchanged it for customer satisfaction.

******* ***** confirmed with Mr. ***** when the service worker went out

everything was working properly and we had proper pressure. All the

appliances were running. As far as the upgrade is concerned if Mr. *****

has another issue with gas volume he will need to request for a larger

meter. The service worker indicated that the customer had installed a

generator which usually requires a larger meter to handle the load. He

will have to pay for that if that is the case because he has altered the

load on his service.

Mr. ***** was satisfied with the work performed and thanked ******* *****

for addressing his concerns.

 

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, so far.  The meter has been changed a week ago and I am monitoring the situation on a daily basis, if there are no further problems I will consider this complaint resolved.

However, I do want to add regarding the said companies comments regarding to gas consumption, reviewing my old Consumers Power statements over the past 18 months, the gas usage has not dramatically increased, the generator installed July of 2013 is only an 8K generator designed only to cover essentials such as sump pump, water pump, furnace and refrigerator during a power outage, the generator is one of the smallest for the purpose, which I stated is only an 8K, and I discussed this with a Consumers Energy engineer over the phone when this all began, I do not remember his name however he stated to me that one that small should not be a problem as opposed to a 20 or 25K generator.  The generator installed went through the winter of 2013, which was one of the most brutal winter's we have had in some 30 years, with record cold temperatures from the polar vortex, and large amounts of snow, and the furnace and generator performed flawlessly during the winter of 2013.  

I can report that since the meter was changed the furnace runs throughout the night, unlike before it was changed, where it would not run over night for periods of up to 3 hours, and the weekly generator self test has functioned normally, unlike it had with the old 47 year old meter, which three weeks ago started up and immediately shut down with an error code showing little or no gas flow,  It also has been drawn to my attention, from local news reports that Consumers Energy is having problems with gas lines in and around my area with water in the lines that are freezing, it has been reported on Channel 5, 12, and 25.  But the audacity of the company presenting an attitude that a 47 year old gas meter with a pressure regulator that has springs and O rings in them do not wear out over 47 years    is preposterous!  I am not a mechanical engineer, but common sense tells me these wear out, as with any man made device.

So far every thing is working as they should with the new meter.  I am satisfied, and want to thank every one for help in resolving this situation, being without heat during the coldest part of the winter to say the least is aggravating. 

Regards,

**** *****

 

1/20/2015 Billing/Collection Issues | Complaint Details Unavailable
1/14/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was on the shut off protection plan with appliance repair protection. When my settlement month came due,there was some kind of error, which is still there,and my account was put on hold until January 8th,2015.Since my appliance repair was a part of my bill and part of my total balance, I didn't know that then my energy bill and the appliance repair became seperate.For the last four months I have been charged $52.74 per month for a service that I couldn't have used if I needed to.Consumers Energy still does not have the error fixed that is preventing me from getting back on the shut off protection plan.My complaint is that they said my bill was on hold until they get the error fixed. The error isn't fixed. I cancelled the appliance repair plan but I feel since I couldn't have used it anyway, I shouldn't be charged for it.Half of my total bill is because of the appliance repair plan I couldn't use. I have exhausted all of my options with Consumers Energy. I don't believe they should be able to charge me for services they were never going to provide.They aren't shutting off my energy services because of the hold on my account.All I want is to be creditted for the months my account was on hold because of their error.

Desired Settlement: Appliance repair for 4 months at $52.74 per month creditted to my total bill.They were never going to provide any service because the bill hadn't been paid due to the hold on my account for the error they still do not have resolved.

Business Response:

01/02/2015 15:03:49 ***** ** ***** (DCSLICK)

Remarked account.

Called **** ********* at ###-###-####, son answered and said he was at

work. Left contact information and advised I would try to reach him again

on Monday.

Notes on account state they couldn't get SPP to cancel, it was from 2013.

I was able to remove it. Will need to review further to find out what

issues there were to resolve this.

01/05/2015 08:57:49 ***** ** ***** (DCSLICK)

Reviewed further and couldn't find a billing issue.

Called **** at ###-###-####, no answer or voicemail. Couldn't leave

message.

I sent a note to PMCCS to see if they can tell me what was going on with

the account since a rep had sent something to them.

01/05/2015 10:43:09 ***** ** ***** (DCSLICK)

PMCCS group could find nothing in regards to this account. I reviewed

again and couldn't find anything unusual about the billing.

There are notes about customer wanting to cancel ASP plan but they were

not eligible to cancel until 11/23/14. The program was cancelled

effective as of that day.

There are 4 ASP charges outstanding. August, September, October and

November 2014 all for $52.74. Then 1 prorated charge of $1.75 that was

billed at cancelling.

Service would not be disconnected due to unpaid ASP charges in accordance

to MPSC billing rules.

01/05/2015 13:20:46 ***** ** ***** (DCSLICK)

CORRECTION: SPP Plan was from 2014. It shows ending on 08/31/14 although

it didn't show cancelled or removed in another portion of our system and

customer service was not able to do anything in regards to it. It has

been removed now though.

I removed as a courtesy $12.67 in late fees.

I reviewed appliance repair orders. Customer had 4 service calls within

the last 12 months.

Even with account being on hold for an SPP issue the customer should have

continued to make payments towards the account including for the appliance

service plan. At this point he would be responsible for the monthly

charges due to the prior repairs. Otherwise we would bill him for the

repairs themselves.

01/05/2015 13:55:45 ***** ** ***** (DCSLICK)

The 4 service repairs totaled $242.58.

1:56pm called Mr. ********* at ###-###-####, phone rang and rang again

with no answer or voicemail.

01/06/2015 10:53:14 ***** ** ***** (DCSLICK)

I double checked ******* history in regards to the customer's ASP billing

and the last notice was in June 2014. There were no blocks placed on the

ASP that would have prevented any repairs since we had the account on

hold.

For the delay in getting the SPP portion of the account corrected I will

go ahead and credit the account with 2 months of ASP charges plus the

prorated amount of $1.75 for a total of $107.23. This leaves a balance

owing by the customer of $288.72. The customer may also be eligible for

re-enrollment on SPP, will need to verify income first.

Sent email to ******* to credit the account with $107.23.

Sent the following letter to customer for closure:

January 6, 2015

Mr. **** *********

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

********, ** **********

RE: Appliance Service Plan Charges

Dear Mr. *********,

I am writing in regards to the recent inquiry that was filed through the

Eastern Better Business Bureau (BBB). I originally left a message with

your son regarding your inquiry on January 2, however since that time I

have not been able to reach anyone nor leave a message.

While reviewing your inquiry and account I confirmed that I was able to

remove the original enrollment on the Shut off Protection Plan (SPP) that

was causing errors with your account. If you are still eligible for SPP,

I would be happy to re-enroll you. I am including with this letter a

brochure which explains eligibility.

I then went over your Appliance Service Plan (ASP). Our records show that

since the account was placed on hold while trying to fix the SPP issue,

there was no interruption in your ASP plan even though payments made

didn't cover what was actually owed. Even if you had been unable to

receive repairs, you would have been required to pay for the program

through the end date of November 23 due to having 4 repairs within the

past 12 months. This is explained in the terms and conditions for the

program which you would have received at the onset of the program

enrollment.

In light of customer service and the delay in getting the error fixed, I

have agreed to remove $107.23 in ASP charges. This is 2 months at $52.74

plus $1.75 prorated charge at the time the program was removed from the

account. This will be reflected on a future bill. I have also removed

$12.67 in late fees that were assessed during this time. This leaves a

balance owing of $288.72 as of January 6. Please keep in mind that we

are scheduled to read your meter again shortly which will increase your

balance owing.

If you have additional questions or concerns or if you would like to

re-enroll on SPP please contact me at ###-###-#### or you may email me

at the address below no later than January 14, 2015. I have closed your

inquiry at this time.

Sincerely,

***** *****

Customer Care Representative

************************m

01/06/2015

1/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I'm filing this complaint on behalf of my grandfather, who suffers from dementia and his caretaker, my mother.My mother helped my grandfather sell his home in August of last year. She notified Consumers Energy of the sale and paid what she believed to be the final bill. Consumers sent another bill and when she called to inquire they sent another, even larger"final" bill- which she paid in full. To her surprise, she received yet another bill consisting of several late charges. She made another call and was assured that this was clerical error and she directed to disregard the bill.Last week she received a notice from a collection agency who has been enlisted by Consumers Energy to collect $44.31. While this would anger anyone, the stress brought my mother to tears.I am disgusted by the treatment of this woman who faithfully paid every debt owed by my grandfather before moving him into her home to care for him. The representatives of Consumers Energy have admitted their mistake, yet taken no action to correct it. If they continue to pursue collection of this nonexistent debt, I intend to help her take legal action.

Desired Settlement: I expect Consumers Energy to acknowledge that there is no outstanding balance on my grandfathers account (*********824) and to advise ********** ********** Bureau that no further collection efforts are necessary. A formal letter of apology should be sent to my mother, **** ********, at the same address you've been sending the bills. I can't possibly convey how important this is. She will not stop worrying about this until she knows its over.

Business Response:

01/05/2015 10:56:32 ***** C. ***** (DC*****)

Remarked account.

Account was stopped on 08/11/14 but billings show they were actually

billed through 10/08/14. The customer was billed for electric only on

these bills. I sent it over to billing to correct and marked it urgent.

I called ********** ********** Bureau at ###-###-#### and advised that we

are not pursuing this as it is an error on the part of CE and customer

does not owe this bill. They are remarking the account to stop any

further calls or collections.

11:23am called ###-###-####, spoke to ***** *****. He said that ****

wasn't there right now but would be back in an hour or so. I advised that

if he wanted me to work with her I would call her back in the early

afternoon. He said that would be good.

01/06/2015 09:40:50 ***** C. ***** (DC*****)

I was not able to get through to **** on Monday afternoon.

9:40am 01/06/15 Called **** ******** at ###-###-####. I went over the

account with her and apologized for the billing error. I advised that the

bill will be removed and there is nothing further owing on this account.

I also explained to her that I had contacted ********** and advised them

that this was a disputed amount and CE was taking care of the bill. The

customer is not responsible. They should cease all collection attempts on

the account.

Ms. ******** asked if she would get any more bills in the mail. I advised

if she does, it should show a zero balance owing. I advised also that I

will send her a letter advising that there is nothing owing on this

account. The balance is to be removed by CE. She will call me direct if

she gets any calls or correspondence from anyone other than myself in

regards to this account.

Information sent to billing to remove all charges on account. A cease

collections block was also placed on the account.

Sent the following letter:

January 6, 2015

Ms. **** ********

**** **** ***.

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

RE: ***** ***** Account

Dear Ms. ********,

This letter is a follow up to our phone conversation today, January 6.

Again please accept my apologies for the billing error on your father's

account.

As I explained on the phone, your father is not responsible for the $44.13

balance showing on the account. This was a billing error on the part of

Consumers Energy and I am having it corrected. Per this letter you may

consider this account closed and paid in full.

********** ********** Bureau has been contacted and instructed to stop all

collection activities on this account.

If you have additional questions or concerns please contact me at ***** ******** or you may email me at the address below.

Sincerely,

***** *****

Customer Care Representative

*****.*****@cmsenergy.com

01/06/2015

Consumer Response:

[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,

***** *****

 

1/6/2015 Billing/Collection Issues
12/25/2014 Billing/Collection Issues
12/23/2014 Billing/Collection Issues
12/19/2014 Billing/Collection Issues
12/17/2014 Billing/Collection Issues
12/9/2014 Billing/Collection Issues
12/7/2014 Billing/Collection Issues | Complaint Details Unavailable
12/4/2014 Problems with Product/Service | Complaint Details Unavailable
11/21/2014 Billing/Collection Issues | Complaint Details Unavailable
11/20/2014 Problems with Product/Service
11/11/2014 Problems with Product/Service
11/9/2014 Problems with Product/Service
11/4/2014 Problems with Product/Service
10/15/2014 Billing/Collection Issues
10/12/2014 Problems with Product/Service
10/12/2014 Billing/Collection Issues
10/8/2014 Problems with Product/Service
10/6/2014 Problems with Product/Service
10/6/2014 Guarantee/Warranty Issues
10/6/2014 Billing/Collection Issues
9/30/2014 Problems with Product/Service | Complaint Details Unavailable
9/30/2014 Billing/Collection Issues
9/28/2014 Problems with Product/Service
9/17/2014 Problems with Product/Service | Complaint Details Unavailable
9/4/2014 Billing/Collection Issues
9/4/2014 Billing/Collection Issues
8/31/2014 Problems with Product/Service
8/21/2014 Problems with Product/Service
8/19/2014 Billing/Collection Issues
8/19/2014 Billing/Collection Issues
8/12/2014 Problems with Product/Service | Complaint Details Unavailable
8/1/2014 Billing/Collection Issues | Complaint Details Unavailable
7/31/2014 Billing/Collection Issues
7/29/2014 Billing/Collection Issues
7/27/2014 Billing/Collection Issues
7/27/2014 Problems with Product/Service | Complaint Details Unavailable
7/23/2014 Problems with Product/Service
6/29/2014 Problems with Product/Service
6/24/2014 Billing/Collection Issues
6/19/2014 Billing/Collection Issues
6/10/2014 Billing/Collection Issues
6/4/2014 Billing/Collection Issues | Complaint Details Unavailable
6/4/2014 Problems with Product/Service
5/29/2014 Billing/Collection Issues
5/29/2014 Problems with Product/Service
5/22/2014 Problems with Product/Service
5/22/2014 Problems with Product/Service | Complaint Details Unavailable
5/13/2014 Billing/Collection Issues
5/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have submitted all required paperwork for a $125 refund under the Consumers Energy ENERGY STAR Rebate Program. Insulation was installed 12/2/13 and met the requirement for being after 12/1/13, per the application form.Reference Home Depot Installation of attic insulation: Job order # ******* Phone (**** *** ****** is today 4/28/14, and no refund/further explanation of delay from Consumers Energy

Desired Settlement: I would like the $125 refund mailed to me ASAP to my home address on file:**** ********** ************ ** *****

Business Response:

04/29/2014 16:19:30 ******* ** ********* *********)

I made a courtesy call this afternoon 04/29/14 (4:30PM) and spoke to ***** **********. I explained to customer that I was assigning his concern to a

manager to investigate his refund.

I assigned to ***** ********, energy efficiency ops.

05/01/2014 10:30:02 ******* ** ********* **********

***** ******** and*** ****** reassigned customer concern for follow up to

******** *******.

05/03/2014 15:54:42 ******* ** ********* **********

I received an email from *** ******* 05/02/14 (10:03AM) that said:

 

********Hello. I did try to make contact with Mr.********** yesterday at 3:30

p.m. and received his voicemail, but left a message. This morning at 9:40

AM I successfully reached him by phone and discussed the matter for

approximately 7 minutes. We discussed his concerns and I agreed that we

would not only pay him the $125 amount of his requested rebate, but I was

bumping this amount to $150 to recognize the value of his time - he was

delighted. I did indicate to him that a large part of our having energy

efficiency programs was to improve customer satisfaction with the Company,

and that I would like his feedback on how we could improve in that regard.

He did respond and suggested better communication upfront in terms of

acknowledging and providing rebate status updates. While we do have a

solid process in place that provides for updates, we are going to take

another look to see it there exists opportunities to improve. I committed

to Mr. ********** that he can expect to receive $150 gift card in the mail

early next week (likely Tuesday). And, I did ask if we met his

expectation to resolve this matter. He said that he was impressed that

the director of the department reached out to him to resolve this issue

and that he has no other concern. I ended the conversation by letting him

know he has my number if there are any additional concerns and to not

hesitate to reach out to me. As such, this issue is resolved.

Thanks,

 

***05/03/2014 ******** ******* ** ********* **********

Closing inquiry day of contact 05/02/14.

 

Consumer Response:

[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,

***** ********** 

 

 

5/4/2014 Problems with Product/Service | Complaint Details Unavailable
4/30/2014 Billing/Collection Issues | Complaint Details Unavailable
4/27/2014 Billing/Collection Issues
4/23/2014 Problems with Product/Service
4/22/2014 Problems with Product/Service
4/20/2014 Billing/Collection Issues | Complaint Details Unavailable
4/16/2014 Problems with Product/Service
4/10/2014 Billing/Collection Issues
4/9/2014 Problems with Product/Service
3/27/2014 Problems with Product/Service
3/20/2014 Billing/Collection Issues | Complaint Details Unavailable
3/16/2014 Billing/Collection Issues
3/7/2014 Billing/Collection Issues
3/5/2014 Problems with Product/Service | Complaint Details Unavailable
3/4/2014 Billing/Collection Issues
2/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On Nov. 11.2013 I called Consumer Energy to open an account in my rental house located at 25935 Junction St. Novi, MI 48375. Since there is no one lived in the house, I set the temperature to 32F. On Feb. 4 2014, this gas company sent me a bill of $240 for my gas usage from January 16 to January 31. I believe this bill was absolutely wrong, I called its customer service to dispute the charge. They charge to $25. Later, I login to my account and found that from Nov 12 to Dec. 12 I was charged $155.70. I asked the gas company for what reason I was charged this much. I was told this was an estimation. I asked them based on what fact you estimate this bill since my previous charge at this address was 7 years ago. There is no base to estimate my current gas usage especially the bill in the house I live now which is 12 miles away only bill $200 and the temperature was set to 70F. I told them this estimation was wrong. They told there was a real reading on Feb. 1 and adjustment was made on Feb 5. I told them they lie to me because (1)if they have real reading on Feb. 4 why on Feb 4, they notified me my bill was $240? There is no reason they create the bill using the reading.(2) Feb. 1 was Saturday. It is impossible for them to come to read the meter since they were notified a week ago that the owner of the account would be changed on Feb 1 and they were asked to get reading on January.(3)The size of this house is only 2/3 of the house I live now and the temperature was 40 degrees lower than the house I live and no hot water usage, there is no reason for the gas usage to be so close to the house I live now. (4)I have never authorize them to charge me in my credit card in this account. They refused to answer. I filed complaint to them at their web site. The incident # is 140211-000281. 3 days later, they sent me an empty email to say my question was answered. I replayed to them asked them to answer my questions and filed complaint again. No response at all.

Desired Settlement: I believe they overcharged me at least $100. They are not authorized to charge me on my credit card, their estimation based on their imagination. They should estimate my gas usage based on imagination or based on some else's gas usage. When they were asked to come they refuse to come to get real usage. The worst is they lie to me by saying they came on Feb 1 but create my gas usage based on imagination not actual reading.

Business Response:

02/17/2014 08:49:29 ***** ** ****** (EM******)

02/17/2014 - Complaint entered on wrong account number, actually for

account number *************

Dates of service: 11/15/13 - 1/31/14.

Bil***g history:

11/15/13-12/10/13

Meter reading history:

11/15/13 - Actual Turn on

12/10/13 - Estimate Not attempted

01/13/14 - Actual

01/31/14 - Estimate Ending index

02/10/14 - Estimate Not attempted

Ending account reads are always estimated unless the customer provides us

a read, whether it is the current customer stopping service or the new

customer requesting to start service.

I have scheduled a meter read order to verify current read.

Mr. *** states he was told Consumers Energy obtained an actual read on

2/1. When Mr. *** called to have the bill adjusted, the customer service

representative adjusted the bill to 0 usage instead of requesting a meter

read or schedu***g a company read. She coded this read as actual instead

of adjusted. When he called back, the representative he spoke to told him

it was an actual read because of how it was coded. He was asked to provide

a meter read and the notes from the representative indicate that he told

her he was going outside to get a read but she kept hearing the tv. Also,

the read he was providing her was not in ***e with what has been taken by

Consumers Energy.

Mr. *** states he did not authorize his credit card to be charged. On

12/22/13 Mr. *** signed into eServices and enrolled on Recurring Card

Payment. His payments have been made with a Visa card. Consumers Energy

does not allow one-time credit card payments on its website. A customer is

only allowed to process one-time payments with a checking account on

eServices. The only way to make a credit card payment with eServices is

to enroll on Recurring Card Payment option. One-time payments on***e would

be made with HP EasyPay, a third party vendor that processes

Visa/MasterCard payments via phone and web. HP EasyPay charges a $6.25

convenience fee for using their service.

02/18/2014 07:47:55 ***** ** ****** (EM******)

02/18/2014

This account currently has a $0.00 balance.

12/23/13 Customer payment $155.70

01/17/14 Customer payment $ 45.78

02/05/14 Customer payment $ 25.29

Kitchen Care Appliance Service Plan was cancelled when service ended on

1/31/2014.

Gas meter read from 02/17/2014 was 9386, which is less than the original

end read estimate of 9401, which was then adjusted to 9161. I have taken

his average use per day from the actual read on 1/13/14 and 11/15/13 and

it came out to an average of .364MCF/day. (9161-8946 = 215MCF/59Days =

.364MCF) By taking .364 and multiplying that by the 18 days in his final

bil***g period, he should have been billed for a total of 6.6MCF, not 0MCF

as was his adjusted final bill. I am adjusting this account to correct the

estimated meter reads. This will ensure accurate bil***g for Mr. ***.

Billed Utility $ Org Billed Read Adj Read Adj Utility $

Dec 2013 $161.71 9141 est 9037 adj $

81.06

Jan 2014 $ 26.79 9161 act 9161 act

$109.38

Final $ 6.30 9161 adj 9227 adj $

58.96

After adjusting the account, there is a balance of $36.29 remaining, which

I am writing off in light of customer service.

While consumption averaged .364 while under Mr. ***'s name, it is

averaging .935 under his tenant's name.

02/18/2014 09:09:10 ***** ** ****** (EM******)

02/18/2014 9:09am - Spoke with Mr. ***. He was very upset and kept yel***g

at me. I asked him to please lower his voice and that upset him more. I

explained all of the above information to him and explained that we were

writing off the $36.29 of his final billed amount. He said he wanted an

additional $36.29 credited to the account because during November

15-November 30 his heat was turned up to 70 and then lowered to 50 on

December 1. I offered him an amends for $25. He accepted this and

disconnected the call.

Submitted the request for write off of $36.29 and requested an amends for

$25.00

Complaint

 

closed - February 18, 2014

________________________________________________________________________

Business Response:

We, Consumers Energy value you as a customer and are sincerely sorry for the miscommunication you were given.  When Mr. *** called to have the bill adjusted, the customer service representative adjusted the bill to Zero (0) usage instead of requesting a meter read or schedu***g a company read.  The rep coded this read as actual instead of adjusted. 

Mr. *** called back, the representative he spoke to told him it was an actual read because of how it was coded.  Mr. *** was asked to provide a reading....the read that Mr. *** provided her was not in ***e with what has been taken by Consumers Energy. 

We wrote off his final billed amount of $36.29 and credited it to the account.  We also offered a $25 amends to be posted to his account. 

Again, Mr. *** we are sorry for your inconvenience in this matter.

CLOSED

Consumer Response:

[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 9925593, 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,

**** ***

 

2/19/2014 Problems with Product/Service
2/18/2014 Billing/Collection Issues
2/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Due to severe weather I was unable to receive mail to my home for approximately 1 month. In that time I apparently received a shut off notice for the amount of $200. There was no other effort to contact me other than a letter I did not receive. My daughter came home from school and I from work to find we had no power. It has been off for 24 hour period in cold weather conditions. When I tried to contact them I was told it was my fault. Not receiving mail throughout this harsh winter with exceptional snowfall was not a valid excuse. Had I been given a notice by any other means it would have been easily taken care of for example a phone call or notice on my door. Had this been the middle of summer where warmth for myself and my child were not a necessity I would not file a complaint.

Desired Settlement: I would like consumers to have some consideration for weather conditions as well as the possibility that the minimal effort of bulk mail only may not be enough.

Business Response:

02/11/2014 12:03:53 ***** ** ****** (********)

Remarked account

Payment History

Date Amount

11/13/13 $389.00

09/13/13 $248.83 (State of Michigan)

07/12/13 $35.00

Dunning History

Date Action

02/14/14 Sealed for Non-Payment

There were no holds or installment plans made during this time. We did

not turn services off for many people because of the cold weather.

01/17/14 Intent to Disconnect

01/09/14 Mid-Cycle Notice

01/03/14 Turn-Off Notice

Prior to 02/09/2014, it appears that we did not have a phone number on

file. The phone number was updated on 02/10/2014.

I left a message for Ms. **** on 02/11/2014 at approximately 12:00 PM, at

phone number 517-260-7951.

02/12/2014 13:13:05 ***** ** ****** (********)

I left a message for Ms. **** on 02/12/2014 at approximately 12:45 PM, at

phone number 517-260-7951.

I have mailed the following letter for closure:

February 12, 2014

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

206 N Main St

Britton, MI 49229

Account Number* **** **** ****

Dear Ms. ****,

I recently received an inquiry you placed with the Eastern Better Business

Bureau. I have been unable to reach you by phone to discuss the outcome.

I understand your inquiry is regarding how you were contacted prior to the

service being disconnected. I apologize for the frustration you have

encountered while seeking a resolution to your concerns.

Per Consumers Energy's records, I show that we did not have a phone number

on file until 02/10/2014. Consumer Energy mailed 3 notices to you between

01/03/2014 and 01/17/2014. I understand that mail was not being delivered

to your home, and I apologize for that. Once the mail leaves our

possession, we can only presume that it will make it to its destination.

I am sorry that you did not have heat in your home while the service was

disconnected. The Michigan Public Service Commission rules state that we

are able to disconnect service in the winter.

At this time I have closed your complaint. If you have further questions,

please contact me at 517-374-2446, or at the email address below.

Sincerely,

***** ******

Customer Care

*****.******@cmsenergy.com

Complaint closed 02/12/2014

 

Consumer Response:

Dear consumers and BBB,

 

I would like to thank you for your response. As far as contact the phone number I have now was the same at the time of service setup. I apologize for not being able to speak directly with consumers. However, working two *obs as well as going to school limits my free time. The problem with the notices being mailed in *anuary, 1.) this was during the heavy snow. 2.) I did not receive any until approx feb 7th. Had I been contacted in any other manor I would not have had an issue.  

Regards,

*******r ****

2/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i have been a customer for their appliance repair plant for over two years, and paid over $500 into the plan, when i finally needed my washer repaired, the repair guy comes out and tells me he isn't going to repair my washer because the parts it needs are excluded from the plan. when i called them, they informed me that i should've read the details of the contract of what not included (a fine example of read the fine font)To add insult to injury, when i informed them that their plan doesn't fit my needs, they told me that i can't cancel till the end of the year cycle (6 months), and hence they wanted to abuse me further for services that i can't use..their customer service lady was a bully, and she was acting like a lawyer, and offered to upgrade to their premium plan, but that still wouldn't cover my washer...(go figures)

Desired Settlement: either fix the washer, or replace it, i have checked on the parts needed (transmission, and bearing)that the parts cost around $150, that should leave them with a profit of $350 form me, it should've been a fair deal for them...

Business Response:

2/7/14- Received an email from **** ******* which advised of the

following:

We#re s**ding a field leader out to visit the customer and to confirm that

the diagnosis on the repair was correct. I will let you know wh** that has

be** completed and what the outcome is.

02/13/2014 11:49:31 ****** ** ****** (********)

2/13/14- **** ******* with our ASP group contacted me back today and

advised that **** ******* was able to speak with **** ******* on Monday

2/10. They discussed the terms and conditions of the ASP contract. Mr.

******* has only contacted us a few times in the years he has be** on the

program and **** stated that he did understand Mr. *******'s frustration

with the transmission on his washer not being covered. Mr. ******* stated

that he thought washers had motors not transmissions.

He stated that his interested in upgrading to the gold plan but would like

to read into further before making a decisio** **** offered Mr. *******

$250.00 towards the repair or replacem**t of his washer and Mr. *******

was satisfied with this and no longer wishes to cancel the program. ****

advised that the check will be mailed this week for him and that if he had

any further questions to please let him know.

-Processing check for $250.00 towards the repair or replacem**t of the

washer

COMPLAINT CLOSED 2/13/14

Consumer Response:

[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 9916226, 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,

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

 

 

2/14/2014 Problems with Product/Service
2/12/2014 Billing/Collection Issues
2/11/2014 Billing/Collection Issues
2/5/2014 Problems with Product/Service
2/4/2014 Billing/Collection Issues
2/3/2014 Billing/Collection Issues | Complaint Details Unavailable
2/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been getting charged a commercial rate since my date of move in of december 2008 on my electric bill for a residential address. I also receive two separate bills instead of one combined bill. 1 for gas that is correct for residential service and another for electric which I am being charged the commercial rate. I have brought this to the companies attention with no resolution as of yet. My bill needs to be combined into one bill like everyone else receives and the electric rate needs to be changed from commercial to residential! Once that is done there should be a credit for the overage charge I have paid the last 5 years overcharges due to there miss billing a residential customer with a commercial rate which has totaled up to a large amount.THIS IS A RESIDENCE ADDRESS. NOT A COMMERCIAL BUSINESS NOR DO I PLAN ON EVER BEING A COMMERCIAL BUSINESS.

Desired Settlement: #1 Combine my two billing accounts into one. #2 Refund or credit the amount I have been over charged for commercial service the last 5 years!

Business Response:

01/13/2014 11:12:25 ****** *. ****** *********)

1/13/14- I called ************ and reached a voice mail. I left a message

for Mr. ****** advising that I have received his inquiry and am working on

it for him. I provided him with my office hours and direct dial number

and advised that if he had questions in the meantime to please let me know

otherwise I will be following up with him no later than Thursday 1/16.

-Sent a request over to our billing department to have the electric

account rebilled from 6/2/09 to 1/4/14 on the residential rate of 1000 vs.

the commercial rate of 1100. Records show that prior to this Mr. ******

was billed on the residential rate and it was changed for him on 1/4/14

-In addition I have also requested that both gas and electric accounts be

combined for this location

-Waiting on confirmation from our billing department that the corrections

have been completed

01/13/2014 11:42:10 ****** *. ****** (*********

1/13/14- I received a call back from ***** ****** and we were able to

discuss his account. He apologized for going to the Better Business

Bureau but stated he just needed help. I apologized he wasn't able to get

the help before but assured him we will have everything straightened out.

I advised that I have sent everything over to our billing department and

the correction will be on his rate from 6/2/09 to 1/3/14 where he was

billed for commercial vs. residential. I advised that prior to that he

was billed on residential and that I've been unable to determine how the

change was made with the rate. I also advised that I have requested the

bills be combined for him and he appreciated all of the help. I let him

know that as soon as I had this information I would follow up with him and

that if he had any questions in the meantime to please let me know and he

stated he would.

01/15/2014 11:18:07 ****** *. ****** (********)

1/15/14- I received confirmation back from ***** in our billing department

that the account for Mr. ****** was rebilled on the electric from

Commercial to Residential and both the gas and electric accounts were

combined. This changed resulted in a credit in the amount of $1,079.41

I called 269-760-0908 and spoke with ***** ****** and confirmed that the

corrections had been made to his account and advised of the credit

balance. I advised that he can either keep that balance on the account or

have it refunded. He requested to have it refunded and I advised that we

would process that today bringing him to a zero balance and stated that

was fine and appreciated all of the help. I asked if he had any other

questions and he stated he was fine at this time.

-Processed refund request for ********* on Account *umber************

COMPLAI*T CLOSED 1/15/14

 

Business Response:

01/29/2014 16:54:40 ****** *. ****** (E*********)

-The check did not go out due to the date on it not being changed.

Verified with my supervisor this was corrected on 1/28/14 and the check

will go out on 1/29/14

1/29/14- I reviewed the account and it does now reflect an outgoing

payment on 1/28/14 in the amount of $******. I called ************ and

spoke with ***** ******. I apologized for the confusion and explained

what had happened but confirmed that the check has been mailed. I advised

that it will be coming from our Jackson office and that if he has any

further issues to please let me know and he stated he would and

appreciated the follow up.

COMPLAI*T CLOSED 1/29/14

________________________________________________________________________

Consumer Response:

[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,

***** ******

 

 

I received the check this morning. Ok to close ticket.

1/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to establish new electric and natural gas service on a new construction home for months with Consumers energy. My order number given back in October or November is **********. Consumers gave us a contact name of *** ****** who hasn't returned a phone call in over a month. I have resorted to leaving him 4 to 6 voicemails a day with no response. I called the main consumers number and they let me leave a voice mail for *** ******** boss on Friday and still no phone call. We have paid over 1100.00 in fees to establish service. We paid 200 in Sept and 922.50 in December. The last check they cashed was on Dec 11th. Since then we cannot get a phone call returned. An email was also sent to our contacts supervisor explaining the urgency. It costs us money on rent extra every month we don't have service and we have to drive our son to school until we get into our house. This is costing us thousands.

Desired Settlement: Would like service established immediately and a refund for our troubles would be the right thing to do also.

Business Response:

01/14/2014 11:59:05 *** * ******* (*********

Called and spoke with Mr. ******* he said he did receive a phone call this

morning in regards to his concern. I let him know he would receive an

additional follow up in regards to this concern.

Assigned out to **** **** + cc: ********** ********, ******** *******,

***** ******, ***** *********, ***** ******

01/20/2014 08:41:38 *** * ******* (********)

I talked to customer, ****** *******, today. Wants service installed as

soon as possible to ***** ****** ** ********. Customer made his request

for service last May. CES *** ****** met with the customer on 5/9/2013.

Had to revise the electrical design 3 times due to the customer not

wanting to remove many trees. Customer did not get his electrical

inspection until 12/27/2013. Waited for customer to return his signed CAP

contract back for his gas service design. All jobs were designed and

released to scheduling and has a finish date of 2/3/2014. There was a

lack of communication from the CES to the customer/builder on what was

needed to get this job out to scheduling. Told customer I was unable to

refund the service costs that he paid but offered the customer a $200 gift

of energy and the customer was good with that but wants his service

installed as soon as possible. I told the customer that I would get his

job expedited with the scheduling department. His construction on his

house is on hold until he gets heat to the home.

Closed 1/16/2014 *********

1/22/2014 Problems with Product/Service
1/20/2014 Problems with Product/Service
1/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I requested that Consumer Energy cancel out my Appliance service plan effective 12/20/2013. The customer service representative stated that I had to pay a balance of $****** to discontinue the service plan. I asked for the service plan to be cancelled because: On 12/14/13, a service repair company called ***** ********** Inc. came to do a service repair on my water tank. He was sent to my home by Consumer Energy. The repair man came into my home and looked at the water tank. He did not physically touch the tank. He then looked at me and said that the tank had a bad dip tube, told me that the tank was over 15 years old and they no longer made the dip tube for my particular tank. He told me the best he could do for me was turn the water temperature up to the highest temp. I asked him if it was up that high would it scale my preadolescent children. He said yes it could potentially scale the children so I told him to leave it as is. On 12/17/13, I had another contractor come out to my home, prepared to replace the hot water tank. Upon his inspection of the tank he discovered the following; 1. The dip tube was not damaged. 2. The dip tube part for my particular tank is still available at most hardware stores. 3. That there was some corrosion located at the base of the water tank and hot and cold nipples. He maintenance the tank and charged me $***** for the repair. I contacted consumer energy on 12/17/13 and expressed my concerns about the contractors conduct and misdiagnosis. I asked if I could be reimbursed for the repair I had to pay for out of pocket. I was told to fax over my receipt. On 12/18/13, I faxed over my receipt to ******* of consumer energy. I followed up with ******* today, 12/20/13 and he indicated that consumer energy would not reimburse me. He explained that the service plan did not cover plumbing in my house. I believe that I should still be reimbursed for the service call because I was under the impression that my water tank was not able to be repaired and I needed another ta

Desired Settlement: I would like Consumer Energy to cancel my appliance service plan effective 12/20/13. I would like to be refunded my $*****.

Business Response:

12/26/2013 11:44:23 ***** ** ****** *********)

I left a message for Ms. ***** o n12/26/2013 at 11:45 AM, at phone number

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

12/26/2013 16:03:03 ***** ** ****** **********The $****** amount is the remaining months owed on the Appliance Service

Plan 1 year contract.

I received the following information from ***** ******, which was sent to

her by ******** ********I spoke with Ms. ***** about her open complaint on the water heater

repair. The customer was not happy with the information she was told that

needed to be fixed so she called out her own technician who advised her

there was nothing wrong with the part that our tech advised her of and

charged her $***** to have the water heater repaired. The parts that she

had repaired on the water heater were not covered parts but, because of

appliance being misdiagnose, we are going to cover the repair for the

customer and she is also going to be keeping her appliance service plan

for years to come. The customer is now satisfied with the outcome of the

complaint and it should be closed.

12/26/2013 16:59:07***** ** ****** **********I received the following information from ******** ********We will be mailing the customer a reimbursement check.

12/27/2013 07:06:18 ***** ** ****** (********)

Complaint closed 12/26/2013

Consumer Response:

[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,

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

 

12/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The Maytag guy came from Consumer's Energy under the Gold Plan on 11/11/13. The guy took the bottom part of the dishwasher off and looked it over. He said all the wiring was shot and was eaten up by so called rodents. He ran out the door telling us this. I am very unhappy with him. I called Maytag and complained to the guy about the story. He said it wasn't covered. He didn't listen to me either, so I called Consumer's Energy. I talked to the lady and told her the story. She put me on hold supposedly and talked to her supervisor. Then she came back on the phone and said they couldn't nothing for me to help me, so I took the Gold Plan off. I told her I don't have rodents and never seen any rodent's there. I asked her do you see any rodent's at my house? I do not have rodent's at my house. I said you were unprofessional to me, and I had it with her and hung up because she didn't want to help me.

Desired Settlement: I want a refund for my Gold plan. I also want a letter of apology from Consumer's Energy for what the girl said to me because it was not professional of them. I also want half paid for a new dishwasher I had to get on my own. I also want the Maytag company to send me an apology letter for what the Maytag customer service guy said and how he acted and the guy that came here that was here that was unprofessional to me and not very helpful in helping us.

Business Response:

11/15/2013 10:14:41 ***** M. ******* (********)

11/15/2013 - Left message for **** ******* reminding him this complaint is

due on Monday.

Sent reminder email to **** *******, **** ********, ******* ******** and

****** *******, reminding them this is due Monday.

11/18/2013 08:27:38 ***** M. ******* (********)

11/18/2013 - Received the following email from **** *******:

********* ******** called Mrs. ****** on November 14 and left a message

asking her to return his call. She called on Friday November 15. She

expressed her dissatisfaction on the repair. We reached out to the owner

of G&W appliance, the contractor assigned for the repair. He indicated the

damage to the wires under the dishwasher was probably caused by rodents

building a nest under the appliance. When we spoke with Mrs. ****** we

explained the findings. We apologized and offered her $*** towards the

purchase of a new dishwasher. She was content.

Complaint closed - November 18, 2013.

_______________________________________________

Consumer Response:

Consumer's said ********* ******** called Mrs. ****** on November 14 and left a message asking her to return his call. She called on Friday November 15. She expressed her dissatisfaction on the repair. We reached out to the owner of G&W appliance, the contractor assigned for the repair. He indicated the damage to the wires under the dishwasher was probably caused by rodents building a nest under the appliance. When we spoke with Mrs. ****** we explained the findings. We apologized and offered her $*** towards the purchase of a new dishwasher. She was content. Well, they did not fulfill their end of the agreement today 12/4/2013 when I called them because of the rodents supposedly eating the wire which is not true. They fibbed to me about getting money back and I am sick of not getting anywhere today. I think the appliance gold plan is a bad plan. I'll never get it again.
Desired Settlement
I want $*** now for my trouble of getting a new dishwasher plus the gold plan refund of one month . I also want u to make sure they apologize and fulfill their agreement this time. I want the people who said we can't have a refund reported and fired from their job because they didn't do their job. I also want the supervisor told about this promptly. I want my refund by December 16th, or I'm reporting them again to someone higher

Business Response:

12/04/2013 12:02:20 ***** M. ******* (********)

12/4/2013 - Opened complaint and assigned to **** *******, **** ********,

******* ********, and ****** *******. Sent Internal Communication (IM)

letting them know it has been assigned.

12/04/2013 15:42:22 ***** M. ******* (********)

12/04/2013 3:42pm - Spoke with **** ******. I let her know I received her

complaint and that someone would be in touch. She stated someone has

already called her and said the check was in the mail.

12/09/2013 10:49:37 ***** M. ******* (********)

12/9/2013 - Received the following email, forwarded from **** *******,

sent by ********* ********:

I called Mrs. ****** again earlier this week actually, I spoke with her on

Wednesday December 3, 2013 11:54am. She was very upset about the rodent

issue that the contractor reported. I apologized and advised her that the

check was in the mail for $*** towards the purchase of a dishwasher she

said fine and hung up. It appears the check request was never issued back

in on the 15th of November. I emailed Margene to process ASAP. This case

should be closed; I also spoke with damage claims and asked for a release

letter of acknowledgement to send the customer.

Below is the letter sent to Mrs. ******:

December 9, 2013

**** ******

1851 Staley Rd

Lyons, MI 48851-8705

RE: Appliance Service Repair Notification #**********

We have completed our investigation into the facts and circumstances

surrounding the repair damage of your dishwasher at **** ****** *** *****,

MI 48851

In the interest of good customer relations, we have authorized the

reimbursement of $***.00.

Consumers Energy has complied with all applicable rules, regulations,

statutes, and ordinances, and therefore respectfully denies any future

claims in regards to damages to your appliance.

We apologize for any inconvenience that you may have experienced, and will

assure you that we are working hard every day to reduce issues.

Thank you for your business

Respectfully

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

Customer Home and Commercial Services (ASP)

Phone (**** ********

12/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Disconnected Service at ***** ********* *** ******* ** ***** on 10-10-2013Have tried numerous times to get refund due in excess of $***.00. Keep getting runaround being told account not closed to check is in mail.After numerous phone calls and promises of refund being honored in 3-5 days still not resolved.

Desired Settlement: Want the entire amount of overpayment refunded NOW!!!!!

Business Response:

12/10/2013 15:06:09 ***** ** ***** ********)

Reviewed account. Payment was released on 12/05/13.

Called Ms ******* at ************ and spoke to Mr. *******. I apologized

for the delay and explained that the payment did go out, but it may not

have gone out until Monday December 9. cont..

12/11/2013 08:04:28 ***** C. ***** (*******)

cont... Mr. ******* expressed his dissatisfaction with not getting

accurate info when he would call in. I again apologized and let him tell

me of his frustration. I then reassured him that the check did go out and

that it was being mailed to his new address in Chesterfield. I explained

to him that if the check went out as late as Monday he should have it by

Thursday Dec 12. I provided him with my contact information and asked him

to call me Friday Dec 13 if he hasn't received the check yet.

I also confirmed with Mr. ******* that the account was closed effective as

of 10/11/13. It generally will take 30-45 days for the system to auto

generate a refund but for some reason the system didn't do this on his

account. I advised that due to the delay I have also submitted to have a

$**.00 check cut and sent directly to the new address as our way of

apologizing for the errors. He was very appreciative of this.

Mr. ******* had no further questions and will call me on Friday if he

hasn't received his check for the $******.

Amends submitted for $**.00

12/10/13 closed BBB Complaint

________________________________________________________________________

12/16/2013 Problems with Product/Service
11/20/2013 Problems with Product/Service
11/18/2013 Problems with Product/Service
11/6/2013 Billing/Collection Issues
10/8/2013 Billing/Collection Issues
10/2/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Consumers Energy turned off my gas in late June without warning. The man who disconnected me, acted very sneaky and quickly entered my shop and put a notice on my cash register which was behind the counter. I was caught by surprise because I had not received any notices from Consumer Energy. I immediately called them that day and made a formal complaint that they had not contacted me, but customer service was not understanding. I told them I would contact them at a later time to discuss with asimilar to what I have with DTE. They told me that they would not offer me a plan and if I didn't have the total payed off by Monday, Sept. 30th that my bill would be sent to a collection office. I offered this week to pay the total amount which is now 142.00 if they would reconnect me. They have told me that they will have to charge me the $50.00 reconnection fee, regardless of my complaint that I was not notified about the turn off. I have spoken to several managers, including Ms. ***** #616-********, but not one will take my complaint seriously. Consumer Energy said they sent me bills in the mail and also called and left a computerized message - I did not receive either and this is why the bill was missed, because I didn't receive any communication and I thought everything was in order regarding my bill.

Desired Settlement: I of course will pay my bill in total, but I would like Consumer Energy to waive the reconnection fee.

Business Response:

09/30/2013 13:40:12 *** * ******* **********

******* history

5/27/2013 turn off notice issued $207.85

5/29/2013 mid cycle notice / phone call

6/05/2013 intent notice /turn off call

6/06/2013 mailed intent notice - phone

6/12/2013 sent for review to disconnect

Account is enrolled in ebilling therefore bills are being email to

**********************. Phone number listed on the account is ************

same as the complaint.

I called today 9/30 around 1:15pm and spoke with ***** ******. She said

she did not receive her monthly bills, or the turn off calls or notices. I

told her we have not received anything via returned mail. I explained that

her bills were being email to her. She said she was not aware of that and

they are probably going to her spam. She wants to be removed from

ebilling. I asked her how she made her monthly payments to make sure she

wasn't using out website, because it would be pointless to remove her as

it would just keep enrolling her if she is processing her payments via

eServices. She is not, Ms. ****** said she makes her payments thru her

bank.

Ms. ****** feels that since she wasn't getting her billings she shouldn't

have to pay the reconnection fee. She also feels that since she has been a

customer for some time and is willing to pay the bill in full this fee

should be waived.

I explained that we are already waiving the security deposit of $40.00.

She said she understands but she is paying the full the balance of the

account. She just got married and had to pay for the wedding in full.

I told Ms. ****** in light of customer service I would this time waive

both the reconnection fee and dep however is she is turn off again in the

future we will request both and will not waive them. She said that is fine

with her. I told her to pay the full balance of $142.14 and let me know

when it is paid and I will place a reconnection order for her or she can

call customer service for reconnection.

Account has been removed from ebilling as well per customers request.

Closed inquiry ********* 9/30/2013

Consumer Response:

[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. I have now paid the bill in full and contacted *** to have service reconnected.  As of this morning I smelled gas in my store, I am not sure, but it is possible that they have reconnected.  Thank you for your help, Consumer Energy was much more willing to listen once I contacted the BBB. Again thank you.

Regards,

***** ******

 

 

10/1/2013 Billing/Collection Issues
10/1/2013 Billing/Collection Issues
9/25/2013 Problems with Product/Service
9/20/2013 Billing/Collection Issues
9/19/2013 Billing/Collection Issues
9/17/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On Saturday 8/17 I phoned Consumers Energy via their 800 # to report that my gas was off. I was told that I had canceled it on July 27th, which was not true. A service call was scheduled for Sat between 8am and 10:30pm to restore service. I was told that I would have to remain close to home as the tech would call 20 min prior to arrival. I was supposed to work on Saturday 45 minutes from my house, so needless to say this was costing me time and money. By 9:30pm no one had come so I called the emergency line and was told that someone would be at my house no later than 8am Sunday. No one showed on Sunday morning so I called again and was told to call after 11:30am to check the status of my order as their system was down and they could not communicate with their dispatchers. I am beyond upset at this point as I feel that I'm being held prisoner of my own home by a utility company. I work 60-70 hrs per week and the weekend is the only time I have to take care of household chores i.e. laundry and cleaning and those things cannot be done without hot water! I would go out to do laundry but have to be able to return home to let the gas guy into my house at the drop of a hat. I cannot cook as I have a gas stove and cannot go out because I have to be available for the gas guy... can you see my frustration?!

Desired Settlement: Immediate resolution of this issue and compensation for my lost time as this should have never happened to begin with.

Business Response:

08/19/2013 11:32:42 ***** ** ****** **********

Remarked account

Per our records, Ms. ****** contacted us on 07/27/2013 and requested her

service to end on 07/10/2013. The Move-out contact is noted as "Per

****** **** ******". This was process at 9:10 AM.

On 08/17/2013 we reversed the customer's move out, but by this time the

gas had already been turned off. The turn on order was placed on

08/17/2013 at 8:13 AM. The service was restored on 08/18/2013 at 10:38

PM.

I left a message today at phone number ************, at approximately

11:40 AM.

08/19/2013 13:02:17 ***** ** ****** **********

I spoke with Mrs. ****** today at approximately 1:00 PM. I explained that

per our records Ms. ****** had requested service to end. She immediately

denied that she did this. I then told her that I unfortunately could not

tell her how this happened if she did not call to end service.

I further explained that the last bill that they received would have said

"Final Bill" on it, but most people with eServices do not look at their

bills because we give the total amount due when the customer signs in. It

would have very easy to overlook.

Mrs. ****** went on to say that she was very frustrated by how long it

took for us to get out to her home. I agreed with her and offered a

$50.00 credit to her account for her frustration and inconvenience. She

verified with me that her service was reconnected last night at 10:30 PM.

I have requested a $50.00 amends to Mrs. ******' account.

Consumer Response:

[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,

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

 

 

9/12/2013 Billing/Collection Issues
9/12/2013 Billing/Collection Issues
9/1/2013 Problems with Product/Service
8/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ** called Consumers Energy approximately 2.5 weeks ago to change the natural gas service in our house to our names. After we got back from vacation, we found that the gas had been turned off. ** called immediately (on Friday) and asked that it be turned on. The lady who answered was very rude and said that it could be until the next Wednesday until it was turned on again.** waited patiently to see if the gas was turned on. On Monday we called to see if any date had been scheduled to turn on the gas. The lady who answered this time was also very rude and told us that they needed identification. She said to fax a copy of our driver's licenses, social security cards, and a copy of the lease to some background check company.Exactly 20 minutes after we faxed the requested information to the given number, we received a phone call (unfortunately it went to voicemail) that the information had not been received yet, and that if we wanted we could give it over the phone. She went on to say that if we faxed it we would have to fax a notarized copy of our driver's licenses, social security cards, and passports and visas. ** immediately called back. After 6 calls and 3 messages, there was still no answer.Every time we call we talk to someone rude and they tell us something different. ** just want to get the gas turned on.

Desired Settlement: Gas service turned on as soon as possible

Business Response:

08/29/2013 10:57:26 ***** ** ****** (********)

Timeline of Events

08/16/2013 - ***** requested service to be placed in her name but refused

to provide necessary identification. The Customer Service Representative

noted that Ms. ***** is aware she must provide her Personal Identification

to obtain service.

08/20/2013 - **** from the Fraud Department left a message for Ms. *****

stating Consumers Energy needs Personal Identification. She could fax in

notarized copies or bring the original documents directly into a Consumers

Energy office.

08/22/2013 - Personal Identification information was changed on the

account by **** in Fraud. **** placed a turn on order to have the gas

service restored at 4:05 PM. Service was turned on at the meter at 7:44

PM, noting that the customer knows how to light the appliances.

08/29/2013 11:59:38 ***** ** ****** (********)

I spoke with Mr. ***** on 08/29/2013 at approximately 12:00 PM. He stated

that the complaint was resolved because he now has service, but it was

very frustrating to deal with this situation. He also stated that Mrs.

***** gave her maiden name instead of her married name, which is why he

believes we required the information. I apologized for the inconvenience

and frustration that he and his wife went through.

I explained that I understood that the Customer Service Representatives

Mrs. ***** spoke with were rude when she called in to check the status of

FACTA inquiry. I apologized for this and offered a $50.00 credit to the

account which he accepted. I informed Mr. ***** that this can take up to

14 days to be applied to his account.

The previous account was taken out of the customer's name on 07/10/2013.

Mr. ***** thanked me for calling him back.

I have requested the $50.00 credit.

Complaint closed 08/29/2013

Consumer Response:

[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,

***** *****

 

 

8/25/2013 Billing/Collection Issues
8/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called for a temporary service drop waited 8 hours for them to show up for our scheduled appointment. they did not show or call. then showed up two days later without approval and disconnected my clients power on a holiday weekend.. she didn't get power back for two days. I lost that job because of it.The next time I called for a service drop they showed up two days earlydisconnected my clients power without approval.they are supposed to call me before they disconnect power line.

Desired Settlement: I would like payment for the job I lost due to their negligence. The total amount of job is eighteen hundred dollars plus my wages for waiting around all day for nothing.

Business Response:

08/06/2013 07:05:34 ***** *. ****** (********)

Remarked account

08/06/2013 08:08:20 ***** *. ****** (********)

Assigned to **** *********, CC **** *ells

08/06/2013 08:22:29 ***** *. ****** (********)

I received the following email from **** *********:

Thank you *****,

I emailed Mr. ****** requesting more information so I can research his

complaint.

Thank you,

****

Initial contact made by Damage Claims Rep.

08/09/2013 09:00:53 ***** *. ****** (********)

I sent a reminder to **** *********, cc **** *ells.

08/12/2013 14:44:56 ***** *. ****** (********)

I received the following email from **** *********:

At this time please consider the complaint closed. I have not received

contact back from the customer. Please see the attached letter that was

mailed today.

Thank you,

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

Attached Letter:

08/12/2013

Mr. **** ******

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

Mr. ******,

This letter is in response to your recent Better Business Bureau Complaint

against Consumers Energy regarding two disconnect/reconnects you

requested. On 08/06/2013 I sent an email to the address indicated in the

complaint, theresafrancisco717@yahoo.com requesting more information, as

of 08/12/2013 I have not received a response. As of today, 08/12/2013, I

must consider the complaint closed due to lack of information. As stated

in the email, if you would like me to investigate your concern I will need

the addresses that you are referring to, and the dates of the scheduled

work.

I apologize for any inconvenience you may have had. If I may be of

further assistance please contact me at*************Sincerely,

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

Claims Administrator

8/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Consumers is completely useless. About 6 months ago, they allowed someone to 'move into' our address, removing service from our name. We were setup to auto pay online so we really didn't notice it, until we got a shut off notice in thr mail, because obviously, the person who stole our service didn't pay. It has been over a month since they started trying to 'fix' the issue, and it is still not properly fixed. Now we are have $700 bill they want us pay for back use, when it was all their fault to begin with. However they keep telling us we 'can't pay on it yet' because they have not been able to fix the account. So now, we have to call them every day because we are getting different stories from everyone we talk to there. One person will say they have put a hold on our account till it is resolved, and the next will say that "Good thing we called, because they were going to shut us off in a couple days" So, there are two issues, one they can't fix our account, and two they expect us to back pay a bill they****** up.

Desired Settlement: First, they need to fix our account, Second, we should not have to back pay a bill that they failed to charge us for.

Business Response:

08/12/2013 15:42:31 ****** ** ******* (********)

On August 12, 2013 I called phone number ************ and left a message

for Mr. ******** to contact me back. I left my direct phone number and

toll free number with my extension.

08/14/2013 08:45:52 ****** ** ******* (********)

On August 13, 2013 I received a message at 10:04am to contact ************** back at ************.

On August 13, 2013 I received a message at 6:11pm to contact ******

******** back at ************.

On August 14, 2013 I left a message for ****** ******** to contact me

back. I left my direct phone number and toll free number with my

extension.

08/14/2013 11:57:23 ****** ** ******* *********)

****** ******** started service 09/28/12.

On March 26, 2013 ****** ******** requested service at **** **** ** ** ********On July 3, 2013 ****** ******** contacted Consumers Energy to state she

has been here the whole time. An email was sent to billing for a

correction.

On July 26, 2013 **** with ******** ********** contacted Consumers Energy

to state ****** ******** is in #* not #**

On August 10, 2013 Mrs. ******** contacted Consumers Energy concerned

about the make-up bill. Customer service offered an arrangement for

payment.

On August 14, 2013 The Billing Department corrected the bill. The total

amount owing is $677.77.

On August 14, 2013 I spoke with Mrs. ********. I apologized for the delay

with correcting the bill. In light of customer service I offered her a ***amends. I offered a 12 month payment arrangement with no late payment

charges for the year. Mrs. ******** said she was not happy with the ******

and feels we should give her more. I apologized to her and informed her

$** is what we are offering along with an extended payment arrangement.

She said fine.

8/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Consumers energy recently turned off our electricity without notice...could have been paid and prevented. When I called to ask to get services restored because I have a child with epilepsy who's medication to maintain potency has to be refrigerated they told me that was't their problem and I should pay my bill. I paid them that same day and asked to please come restore services ASAP so her vital medication does not get spoiled and the representative was rude and disrespectful stating again it is not her fault or problem. This was yesterday around 10am that they turned power off. It is now well over 24hours and my child's medicine is NO GOOD!! Yes it is my responsibility to pay the bill however I didn't realize it was that far behind and I never got a shut off notice!! The last time I did I paid and asked the lady to do automatic payments!! I hope to God my child does not have a seizure before I can get her new medicine from her dr who is about 50 miles away!!

Desired Settlement: Consumers Energy should make sure shut off notices are delivered or make a phone call if they are not setting up automatic payments. I want my child's medicine replaced. And they shouldn't disregard clients who need electricity for health reasons.

Business Response:

08/14/2013 12:45:24 ******* ** ****** *********) Phone ********** *

Service at **** * ***** ********* *** been in the name of***** *******

since 7/11/2009.

Dunning History:

01/27/2012 Turn-Off Notice

01/31/2012 Mid-cycle Notice

02/28/2012 Turn-Off Notice

03/06/2012 Mid-cycle Notice

03/28/2012 Turn-Off Notice

04/27/2012 Turn-Off Notice

10/26/2012 Turn-Off Notice

10/30/2012 Mid-cycle Notice

11/01/2012 Installment Plan Created

11/14/2012 Installment Plan Deactivated

11/14/2012 Turn-Off Notice

11/27/2012 Turn-Off Notice

12/01/2012 Mid-cycle Notice

02/27/2013 Turn-Off Notice

03/05/2013 Mid-cycle Notice

06/28/2013 Turn-Off Notice

07/04/2013 Mid-cycle Notice

07/12/2013 Intent to Disconnect

08/12/2013 Turn Off Elec Meter SNP

08/13/2013 Turn On Elec Meter Order Completed 13:46

Turn on order created 8/12/2013 16:55 and field completed 8/13/2013 13:46.

08/14/2013 14:24:31 ******* ** ****** (********* ***** ********** *

Contacted Ms. ******* and she indicated she did receive the turn off

notice in July and she made payment arrangements but she thought the

account was set up for automatic payments. She thought she would receive

another turn off notice. I advised Ms. ******* she would not receive

another turn off notice until the most current notice has been satisfied.

Ms. ******* stated she was aware it was her fault the payments were not

made but she called the BBB because of the way she felt she was treated

especially when she explained she has a daughter who has epilepsy and has

medication she must take if she has a seizure. I apologized for the

experience she had with customer service and asked what amount she paid

for the medication. Ms. ******* stated she did not remember what she

paid; she has to contact the doctor for another prescription. I asked if

she pays full price for the medicine. Ms. ******* stated she has a co-pay

she pays for the medicine. I advised Ms. ******* I would like to offer a

$25 gift of energy applied to the utility account for the inconvenience

and treatment she received. Ms. ******* stated she would really

appreciate the gift of energy. I asked Ms. ******* if she still wanted to

have the account set up on automatic bill payment. Ms. ******* stated she

did not have the information available to set it up but she is planning on

setting it up later. I advised Ms. ******* she can enroll on automatic

bill payment online by credit card or bank account. Ms. ******* stated

she was not aware she could do that online but appreciated the information

and will take care of enrolling online. She thanked for calling and for

the empathy.

Submitted first choice amends for $*****

8/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hi I am having problems with consumers energy the shut me off and I have to kids on breathing machine and1blind I tryed to reason with them they told me to 0aay ****** and they would turn me back and they did not I have been with out lights for 2weeks please help me to get my lights back om

Desired Settlement: I would like the lights turned back on and payment arrangement or the will be taken to court

Business Response:

08/12/2013 09:54:52 ******* ** ****** (LBDALTON) Phone ********** 0

Service at ***** **** ***** ****t was placed into *** ***** 5/7/2011 and

discontinued 1/13/2013; there was a remaining balance ******** (see

additional notes from Fraud below regarding move in/move out).

Service at ***** **** ***** ****t was placed into ******* ***** 3/11/2013.

On 7/30/2013 the remaining balance ******** in ***** name transferred into

the account.

8/5/13 ********/fraud 760-3238 returned another phone call to customer,

made her aware she and ******* still need to provide id and lease or

ownership papers and **** is least amount acceptable for turn on but no

turn on until all info is provided and money is paid.

User Notes ******** 07/30/2013 14:28:43

=======================================================

********** ** Data Change

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

I have cancelled the turn on order under ******* ******* name at ********* **** ** *****. ******* ***** ** ********** is married to *** ******

***** Bp **********. They have consistently name switched at this address

from 2010- present. ******* ***** had svc here from 8/2/10-11/26/10, and

then it went into his wife's name, *** ***** from 11/27/10-12/22/10. It

then went into **** ****** name, ****** ****** name, then BACK to ***

***** from 5/7/11-1/13/13, to ***** ******* from 1/14/13-3/10/13 and then

back to ******* ***** from 3/11/13- present. They continuously name switch

to avoid paying the debts owed. They are NOT eligible for SPP until I have

all documents showing who owns the home, and who is here. I have left a

message for ******* ***** at ************, and the voice mail is for***.

ALL calls to fraud!

User Notes ******** 08/06/2013 10:05:14

=======================================================

********** Medical Emergency

received the office copy of the med emergency form dated 8/5/13 1st form,

service is off nonpay, along with needing the medical form back, the

service will also need to be approved by the Fraud Dept

User Notes ******** 08/10/2013 14:26:07

=======================================================

0010943243 SEE NOTES

BP is calling again, I advised her again, as I did before, about the

requirements for svc. I advised again, we have not received medical

emergency certificate. Customer stated she had med form filled out by

doctor, has faxed in info.

Dunning History:

05/01/2013 Turn-Off Notice

05/07/2013 Mid-Cycle Call Result - Call Completed

05/14/2013 Turn-Off Call Result - Call Not Completed

07/02/2013 Turn-Off Notice

07/09/2013 Mid-Cycle Call Result - Call Not Completed

07/16/2013 Turn-Off Call Result - Call Not Completed

07/17/2013 Intent to Disconnect

07/30/2013 Electric SNP At Meter

On 8/7/2013 move in was requested for ****** **** (father of ***** *****

indicated he would need proof of ownership papers because he indicated he

was the owner of the property.

08/12/2013 13:58:56 ******* ** ****** *********) Phone ********** *Contacted *** ***** advised our records indicate the medical emergency

form was mailed and we have not received the completed form from the

physician. Ms. ***** indicated she did not follow up with the doctor to

make sure it had been completed. The original order was cancelled due to

fraud because service has been placed into different names and the lease

we received indicated both she and *******'s name and dated 1/1/2013. In

order to restore the service it would need to be placed back into

*******'s name and we can enroll SPP. Our fraud department stated they

were willing to accept **** down payment and monthly would be ****. Ms.

***** indicated she did not have enough at the time to pay the down

payment. I asked if they were eligible for assistance. Ms. ***** stated

they have used their cap for the year with DHS and have contacted other

agencies but was advised they are out of funds. She stated she expects to

have the funds in the next few days and will make the down payment at that

time. I advised Ms. ***** the fiscal year for DHS ends in September and

then they will be eligible for assistance again.

The lease we received is dated 1/1/2013 but ***'s drivers' license shows

the address change effective 4/13/2012. ******* did not provide the back

copy of his drivers license. The original down payment was $*** but we

will apply the payment of $*** towards that amount.

8/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We just received a letter in the mail from Consumer Energy about a appliance service plan and that the price has increased. The letter states that we were enrolled in the plan when we received no prior notice of it before. I called to inquire and the representative said that we have been enrolled since 2010! Noone in the household was aware or has been informed of this. I asked how this was possible and the representative stated they sent out a check to customers and by cashing the check they were enrolled in the program. My father, ******* *****, does not speak English. He cashed the check thinking he overpaid one month and Consumers sent it to him. This type of practice is taking advantage of individuals by enrolling them into a program without a contract or explanation and then billing them for a service they don't know they have or even use. We have not utilized this service since we didn't know we even had it.

Desired Settlement: We want a full refund. We have been charged something without our knowledge. This is fraudelnt. We are prepared to take this to court and dispute it.

Business Response:

08/01/2013 12:58:53 ***** *. ****** (********)

I spoke with Mrs. ***** today at 12:55 PM. I informed her that I have

assigned this to our Appliance Service Plan department and they will be

contacting them with a resolution within a week.

08/07/2013 07:05:01 ***** *. ****** (********)

I sent a reminder email to ******* ******* CC **** *******.

08/08/2013 07:24:13 ***** *. ****** (********)

I received the following information from ******* *******:

Hi *****,

*e left a message for the customer on 8/1 and processed a credit the same

day. The following day the customer#s daughter called Novo1 regarding the

voicemail and the credit was explained and an apology was given. The

account now has a total credit balance of $******.

The total credit given to Mr. ***** was $******. He had a $0.00 balance

when this credit was applied to his account.

8/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Consumers Energy charges customers a minimum of $10.50 every month even when their customers do not use any of their product. During the summer months, I have not turned the heat on (which uses Consumers Energy's gas). My bill shows that I have not used any gas, but I am still charged $10.50. I called to inquire why I was being charged, and the customer service representative said I was charged that to keep the address in my name. Essentially, I am paying them for nothing. This happens with every customer who doesn't turn their gas on. That adds up to millions of dollars for Consumers Energy--for nothing. I asked if I turned my gas on for a brief moment, would that result in the $10.50 charge going away. The lady replied, "It depends on how much you use." I said, "Basically you're going to get $10 out of me every month no matter what." She replied, "Yes." There is no other gas provider in ******* ******. I have to use them, and they are abusing their power. This is stealing and entirely unethical. The most basic rules of business--you provide a service or product and expect to be paid. Certainly! But Consumers Energy is providing nothing in this instance and demanding a donation! This is unacceptable! Consumers Energy should be ashamed to call themselves a reputable business, should re-imburse the money they've stolen and immediately stop forcing people to "pay" for something Consumers Energy has not provided.

Desired Settlement: Immediately stop charging me and countless others for what we have not used!!

Business Response:

07/30/2013 07:40:57 ***** ** ******* **********7/30/2013 - A customer charge is a MPSC authorized monthly charge

approximately equal to the average costs of metering, meter reading,

billings and other customer-related operating costs, exclusive of demand

and energy consumption for each customer class. The cost of $10.50 was

approved by Rate Case ****** in June 2012.

07/30/2013 10:12:52 ***** ** ******* *********)

7/30/2013 10:12am - There is no phone number provided on this complaint. I

tried calling the number on the account - ************ - and received a

recording stating the person was unavailable and to try again later.

Sending the following email to ********************:

Mr.******

I recently received a complaint that was filed with the Better Business

Bureau regarding the monthly Customer Charge you pay to Consumers Energy.

Unfortunately I have been unable to reach you by phone.

The Customer Charge is a Michigan Public Service Commission (MPSC)

approved monthly charge to cover metering, meter reading, billing and

other customer-related operating costs. The cost of $10.50 was approved by

the MPSC with the June 2012 Rate Case U-16855. You may review this Rate

Case in its entirety by accessing the MPSC website and searching for Rate

Case********You have the right to call Consumers Energy to have your gas meter

disconnected and your account closed in the Spring or Summer months if you

do not wish to pay the Customer Charge. We will open your account and

reconnect your gas service in the Fall when you are ready. There is a $50

Reconnection fee assessed at the time of reconnection.

It is my hope that this information will resolve your concerns. Please

feel free to contact me if you have further questions or concerns

regarding this issue. At this time I have closed your inquiry.

I will be leaving this complaint open until August 5 to allow *** *****time to contact me. My contact information is included on the email.

08/05/2013 12:12:37 ***** ** ******* **********8/5/2013 - I did not receive a return email or a phone call from Mr.

Riggs. After looking at his account, I saw that the next bill of $10.50,

due August 20, 2013, was paid on July 31, the day after my above email of

explanation.

Although the email addresses his concerns, as well as offers him the

option to disconnect service during the Spring/Summer months, I am sending

the following letter via USPS and closing complaint:

08/05/2013 12:26:17 ***** ** ******* **********August 5, 2013

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

Account number:************ **** *** ******I recently received a complaint that was filed with the Better Business

Bureau regarding the monthly Customer Charge you pay to Consumers Energy.

Unfortunately I have been unable to reach you by phone.

The Customer Charge is a Michigan Public Service Commission (MPSC)

approved monthly charge to cover metering, meter reading, billing and

other customer-related operating costs. The cost of $10.50 was approved by

the MPSC with the June 2012 Rate Case ******** You may review this Rate

Case in its entirety by accessing the MPSC website and searching for Rate

Case********

You have the right to call Consumers Energy to have your gas meter

disconnected and your account closed in the Spring or Summer months if you

do not wish to pay the Customer Charge. We will open your account and

reconnect your gas service in the Fall when you are ready. There is a $50

Reconnection fee assessed at the time of reconnection.

It is my hope that this information will resolve your concerns. Please

feel free to contact me if you have further questions or concerns

regarding this issue. At this time I have closed your inquiry.

Sincerely,

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

Customer Care Representative

Office: ************ **** ***************************************Complaint closed.


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