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Southfield, Serving Eastern Michigan & the U.P.

BBB Accredited Business since

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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 16 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 234 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

234 complaints closed with BBB in last 3 years | 73 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 138
Delivery Issues 1
Guarantee/Warranty Issues 1
Problems with Product/Service 94
Total Closed Complaints 234

Additional Information

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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

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Professional AffiliationsX
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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Additional Phone Numbers

  • (517) 788-1822(Phone)
  • (800) 477-5050(Phone)
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Complaint Detail(s)

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
9/30/2014 Billing/Collection Issues
9/28/2014 Problems with Product/Service
9/17/2014 Problems with Product/Service
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
8/1/2014 Billing/Collection Issues
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
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
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
5/13/2014 Billing/Collection Issues
5/9/2014 Problems with Product/Service | Read Complaint Details
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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,

***** ********** 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/4/2014 Problems with Product/Service
4/30/2014 Billing/Collection Issues
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
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
3/4/2014 Billing/Collection Issues
2/24/2014 Billing/Collection Issues | Read Complaint Details
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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,

**** ***

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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 ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

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,

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

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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
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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

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 *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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 (**** ********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

________________________________________________________________________

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

***** ******

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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,

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

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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
X

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,

***** *****

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/29/2013 Problems with Product/Service
8/25/2013 Billing/Collection Issues
8/21/2013 Problems with Product/Service | Read Complaint Details
X

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/21/2013 Billing/Collection Issues | Read Complaint Details
X

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/21/2013 Problems with Product/Service | Read Complaint Details
X

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 $*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/15/2013 Billing/Collection Issues | Read Complaint Details
X

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/11/2013 Billing/Collection Issues | Read Complaint Details
X

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/6/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We have leased a business in a multi-office building address ***** ****** *** * ****** ** ***** for around 10 years. We are a medical office that services patients. Every Consumers Power bill we received we paid promptly. In June we received a bill from Consumers Power for $947.42. We did call and question the bill and was told that there was an error in the meter reading since 2009 and now we have to pay all the back pay for this account. First of all we do not know what happened in 2009 to start having this problem. We got our bills and we paid promptly. Consumers Energy stated that there maybe was a defect in our meter (which is outside the building). We do lease and are not responsible for anything outside the building. And we are not Consumers Power inspectors to know if a meter is working correctly or not. We did contact the landlord and he too said it was not his problem.We did get a call from a representative from consumers power today. She informed us that we ARE responsible. We discussed with her the situation and she said we should call on every bill to make sure it is correct. Which is highly impossible.Because of their error, not ours, we should not be responsible for what they did not catch for 4 years. Like I said, we continually received our bills and paid them, without interruption. It is not right, unfair to come back 4 years later and say that we now owe $947 in back owingWe are disputing this bill for the past charges.

Desired Settlement: We would like the $947.76 taken off our old account. Because of an error on Consumers Energy part.

Business Response:

07/23/2013 09:42:51 ****** *. ******* (**********)

On July 23, 2013 I called phone number ************ and the phone line was

busy. I called at 9:42 AM.

07/24/2013 15:29:42 ****** *. ******* (**********)

On July 24, 2013 I spoke with ***** at **** * ****** ********. She said

Dr. **** will not be in the office until after 1:00pm tomorrow. The phone

number I called was ************.

07/25/2013 16:06:59 ****** *. ******* (**********)

Meter number** *** ** was billed to the wrong address of ***** ****** ** ** ******Meter number ** *** *** was billed to the wrong address of ***** ****** ** ** *******On May 22, 2013 customer was rebilled from 04/29/12 to 05/29/13. The

make-up bill is $947.76. The customer has had been billed on the wrong

meter since 10/31/08. Ever since January 31, 2009 customer was charged

minimal to zero usage.

From April 29, 2012 to May 29, 2013 the customer was charged zero gas

usage.

On July 22, 2013 I spoke to Dr. ****. I explained to him I did research

the account and found the company is in the right to rebill 12 months of

usage. This is based on actual usage. Dr. **** disagreed. He states since

this was the company's fault the company should write off all the charges.

I explained to Dr. **** he was billed at zero usage since 2009. The

doctor's office was not charged for gas for three years of winter bills. I

explained to Dr. **** we are not rebilling him for the last four years

only twelve months of service.

On July 25, 2013 I spoke with the receptionist at Dr. ****'s office. She

said the Doctor is no longer in the office. I told her I will mail a

letter to today. She said she will give him the message.

I mailed the following letter.

July 25, 2013

**** & ****** ******** **

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

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

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

Dear Dr. ****:

This letter is a follow up to a concern you placed with the Eastern Better

Business Bureau. Unfortunately, I have been unable to reach you by

telephone.

On May 17, 2013 Consumers Energy found the gas meter that services ***** ****** ** ** was switched with the gas meter that services 30050 Hoover *d

#B. We originally billed your account for zero gas usage from April 29,

2012 to May 29, 2013 for meter number ** *** *** that we now know served

***** ****** ** **. You should have actually been billed 112.3 MCF#s on

meter number ** *** ** for ***** ****** ** **. This is a difference is

$947.76.

As we discussed, we reconciled the switched meters situation by billing

your account for the difference. The Michigan Public Service Commission

(MPSC) allows Consumers Energy to bill for energy usage up to twelve

months preceding the discovery of a switch meters billing problem.

It appears the service has been taken out of your name as of July 17,

2013. The back-bill for switched meters was processed correctly following

proper billing practices. If you have further questions or need extended

payment arrangements, please call me at ************ ** **************extension ****. At this time I have closed your inquiry.

Sincerely,

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

Consumer Affairs *epresentative

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

 

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:

Typical corporate mentality ,yes we did receive monthly bills and yes we did PAY our monthly bills

just like we do with tens of companies but they got to be professional about it and admit their mistakes

AGAIN  I am willing to work with consumer energy on the bill as long someone else handles it

So they can send the bill with payment plan

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

Regards,

****** ****

 

 

Business Response: We are happy to set up payment arrangements for you.  Please call ************** and your account has been marked to go ahead and set up a payment plan.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/29/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I moved in with my boyfriend and at the time he owed some money on his electric bill and the service was shut off. So I put the electric in my name. 2 years later my electric was shut off. Consumers energy added his account balance onto my account. I called customer service and they told me that since we lived together that it was completely legal for them to add his bill onto mine. I don't see how this is possible. When he inquired his late bill him and I were not together and now my electric is shut off til I pay for his bill. We are no longer together and we didn't share an address at the time. They refuse to do anything about the bill and want me to pay $******* to restore my services. How can they add someone else's account to mine that I never even used those services?

Desired Settlement: I would like his bill removed from my bill. I can not afford over ***** to restore my service and now the account was sent to collections and is reflecting my credit. So I would like this resolved as soon as possible and my account credited for his portion of the bill.

Business Response:

07/15/2013 14:00:31 ******* ** ****** *********)

I left a message today for ******** ****** advising her contact to the

Better Business Bureau has been referred to me for review and response. I

advised I will call her back once I have reviewed the transfer. I

provided my name and phone number.

The service was turned off at this location in January 2013.

07/17/2013 15:36:16******* ** ****** **********I left a message today asking ******** ****** to call me. I also sent an

email to *********************** asking for a phone call to discuss her

concerns.

The service was restored and has been in another person's name at this

location since 1-9-13.

History:

******** ****** had the service in her name at **** ******** *** *** ******* from 3-16-11 to 10-31-11 on the electric and to 11-17-11 on the

gas. On 10-10-11 a 871.21 uncollectible account (u/a) in the name of

******* ***** **** **** ***** **** ****** *****, end date 9-18-10,

transferred to her account.

The final bill at **** ******** **., totaled ******* included in this

total is the ****** *** ** ******* ******* ****.

******** ****** then had service at***** ****** **** *** ******* from

12-22-11 to 1-7-13. While the service was in her name the******disconnected account (d/a) from **** ******** *** *** *********** ** ***

account. The final bill at ***** ****** **** ******* *******.

Credit history at ***** ****** *** leading up to the service being

disconnected for non-payment:

On 11-29-12 a shut off notice was sent in the amount of********On 12-4-12 a phone contact was made.

On 12-11-12 a phone contact was made.

On 1-7-13 the service was disconnected for non-payment.

On 1-7-13 @ 22:24 and again on 1-8-13 @ 9:09 a move in request was made at

this location for a new party.

On 1-8-13 @ 17:01 a medical emergency form was mailed to ******** ******

and an order was issued to restore the service.

The service was restored on 1-9-13 @ 10:05, the service was transferred to

the new party on 1-8-13.

******** ****** was final billed on 1-7-13. Her final bill totaled

********

On 1-24-13 we received a ****** payment.

Samatha Miller's account balance is *******. Included in this total is

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

Experian shows that******* ****** used**** ***** **., as her residence

and shows that ******* ***** used ***** ****** **., as his residence.

07/18/2013 08:52:21 ******* ** ****** *********)

I left another message this morning asking *** ****** to call me.

07/19/2013 17:19:24 ******* ** ****** *********)

I spoke with*** ****** on 7-18-13 and explained the above. She confirmed

with me that ******* ***** is living in the home with her at***** ****** ***I explained if two people lived together where the debt incurred and are

currently together we are permitted to shut off the service for collection

of the debt. I advised we transfer the debt to give the customer the

opportunity to make an arrangement on the debt.

*** ****** stated she didn't live at the u/a address on***** **. I

advised Experian shows she used this address as her residence.

I advised *** ****** I can review this further if she can provide three

documents to show where she was living during the time of this debt which

is from February 2010 to September 2010.

*** ****** has my name and phone number.

7-18-13 CAR Closed

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/25/2013 Billing/Collection Issues
7/23/2013 Problems with Product/Service | Complaint Details Unavailable
7/23/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I recieved a Consumers Energy Bill one day for a $10.67 credit 4/6/13 5/7/13 next day I recieved a bill for $125.07 5/8/13 6/6/13 with a balance due of $******. I called for an explanation they said you are using more electricity then you are paying for. They are the one who set up the payment plan. So I saked them to send me copies of my bills and payments. this is what they sent to me starting witn a 00.00 balance then it went to a credit in 10/01/12 10/09/12 $******* then on 10/9/12 1124.03 credit then 11/7/12 $******* credit then 12/10/12 $****** credit then 1/07/13 $****** credit then 2/06/13 $****** credit then 3/07/13 $****** credit then 5/07/13 then it turned into a Balance due of $******
then 6/06/13 balance due of $****** we are on the Shut off Protection Plan of $****** a Month, when I called them for an explanation they told me there was a GLITCH in the system no credit really existed. Whar kind if explanation is that (Glitch) Others I have spoken to are having the same problems. I think they should be investigated there is something terribly wrong.

Desired Settlement: I just want the ********** and The heads of Consumers Energy looking into these issues. I also hope I din't suffer any repercussions because of this complaint.

Business Response:

07/08/2013 16:13:16 *** * *******  

I called number on inquiry women answered and said she is his mother and she could help me. I asked her what her name is she said ****** *****, I apologized to her and said I do not see where she has been authorized. She said I am have been numerous times he gets out of work to late to talk to anyone. I told her I would be more than happy to discuss the account with her but I need to speak with her son first. She said this is another complaint I am going to file and hung up on me. 

 

07/16/2013 11:08:22 *** s *******  

I did not get a response back from Mr. **** and since this number listed is for Ms. ***** I did not attempt to call back. I sent the following letter for closure. 

 

July 11, 2013 

 

****** **** 

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

 

Dear ****** ****, 

 

This letter is in response to the inquiry you filed with the Eastern Better Business Bureau in regards to your shut off protection plan. I do apologize I was not able to get into contact with you. I attempted to call and ****** ***** answered unfortunately I am unable to release your account information to a third party without your authorization. I 

explained this to Ms. ***** and she disconnected the call. In the future if you would like Ms. ***** to handle your account questions you will need to call and authorize Ms. ***** on your account. 

 

I have reviewed your account and our records do show there was an error on the running account totals that were displayed on your billing. However your actual account balance was correct it was a problem with the Shut off Protection Plan (SPP) program you are on displaying incorrectly. I apologize for any inconvenience this may have caused for you. Our billing department has reviewed your account and your total balance to ensure the 

balance is correct and you have suffered no penalties from this error with 

the SPP program.  

 

Please 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 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/22/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have several complaints against the billing department for Consumers Energy.Firstly, their "Budget Plan" does not provide you with what you actually owe unless you come off of it, and then if you go back on the new budget amount is adjusted according to what you owe. On top of that, if you wanted to pay more than what your budget plan is you cannot do it online, there is no easy way to access it.Secondly, you do not receive a monthly bill. Each month I've received several bills over the course of a few days with payments applied and amounts charged. It's very frustrating when you cannot get a clear bill of what exactly you owe.Lastly, I was paid up on my account and it came time to receive this months bill and I checked the site and found I was being charged $119 and some odd cents that I hadn't even authorized. I'm no longer enrolled in the budget plan and I have never been on automatic payments. Also, that isn't even the amount I was being charged for my monthly billing. I e-mailed Consumers because whenever you call it's a 14 minute wait to get through to customer service and was told I should receive a response shortly. This was on 6/28/13. I just now received a response today (7/9/13) that I was charged in error and that they are "very sorry" and I can submit something to them if I received any charges from the bank. I guess it's good I put a stop payment on the charge with my bank otherwise it would have went through!

Desired Settlement: They have not changed the website accessibility after many complaints and it takes a very long time to receive a response to an inquiry.Also, billing is not consistent and the date changes from month to month.

Business Response:

07/10/2013 10:06:41 ***** ** ***** Called ******* ***** at ************ got voicemail. Left message to call 

me back. 

 

07/10/2013 13:02:48 ***** ** ***** ******* returned my call. cont... 

07/12/2013 09:58:28 ***** ** ***** cont..We went over the various issues on the complaint. I explained how the budget plan works. I then went on to explain to her that even though 

she has a budget amount at one address it may not be good at another address. I gave her an example of 2+ family living in her current home would use more energy than just her living there so her overall amount should be lower on a budget. I explained also that the plan is based on previous history so I don't like to recommend a budget until someone has 

been in the home about a year. This way we are basing the program on their usage not someone elses. She understood. I explained her multiple bills to her and that they were the result of a bill print error this past winter. I apologized that customer service 

didn't explain this to her as they should have been able to. We went over the issue of her payment being taken from her account without authorization. I advised her that I had recently heard about this issue while dealing with another customer. I explained that we had earlier this spring found that there was an issue with move out orders creating a 

direct pay if a customer had used a payment method online previously. The final bill was automatically set up to withdraw the final bill without the customer knowing. We have since fixed this issue. I asked if she had incurred any fees from her bank and she said no. The bank didn't charge her a fee to stop payment either. We then went over her current usage and I saw that her usage was very low. She stated that she hadn't been there very much lately and was surprised that the usage was so low too. I advised her that I wanted to do a meter test to make sure everything was fine. She asked what would happen if the 

meter was slow. I advised we would not rebill her anything additional. I scheduled the meter test to be completed no later than Friday July 12. I advised*** ***** that I would let her know the results when it was completed. She asked that I email her once it was finished. I also apologized for the lack of information from customer service when 

they in fact should have had the info in front of them. I advised I would request a $50.00 good faith credit be added to her account and it will show on a future bill. Once I have the test results I will email her the closure info. She thanked me for speaking with her and had a much better understanding of what happened and why. 

 

07/12/2013 11:12:41 ***** ** ***** Meter 84 756 792 was tested on 07/11/13. Accuracy shows at 99.78% the meter is good. Her usage is just low due to no ac or other appliances 

running other than her fridge. Will send meter test results via email to *********************

July 12, 2013 

Dear*** ******

This email is a follow up to our phone conversation on July 10. Consumers Energy tested the meter servicing the home on July 11, 2013. The test results shown on the enclosed Certification are 99.78% accurate. This shows that the meter is running correctly per ******** ****** ******* ********** * ********* ****** *********. Your usage seems to be low simply because you haven#t been at home much. 

 

Again please accept my apologies for the miscommunication on the part of our customer service department. I have submitted the request for a $50.00 credit to be applied to your account. This should post to the account so you will be able to see it on your next billing statement. If you have further questions or concerns, please call me in our Lansing office at (**** ********* 

Sincerely, 

***** *****

Consumer Affairs 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/22/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The gas company turned off my gas with out a shut off. Notice. I'm on SSI disabled. I got *** ********* ************** **** ****, in my back and hip. I was sending $50 a month but couldn't this month causeiI had to pay my other bills. I get $710 a month. I don't know what to do. They want $130 to turn it back on but I don't have it plz HELP ME

Desired Settlement: For them to turn it back on and let me pay $50 a month that's all I can afford I REALLY NEED HELP

Business Response:

07/15/2013 09:42:00 ***** ** ***** Credit history: 

* turn off notices in past 12 months. 

1 SPP default in October 2012. 

07/11/13 customer service offered SPP enrollment with $86.00 down payment 

+ $50.00 reconnection fee. 

 

Recent Credit History: 05/24/13 turn off notice mailed, 05/29/13 mid-cycle 

call completed, 06/05/13 turn off call completed. 07/11/13 gas shut off at 

1:58pm. 

 

Payment history: 

06/06/13 $ 57.00 

05/30/13 $ 50.00 

04/05/13 $221.31(DHS) 

03/04/13 $ 66.00(HHC) 

10/04/12 $114.00 

09/01/12 $ 30.00 

08/29/12 $ 75.00 

 

9:55am called *** ****** ** ************, message states that the customer has a voicemail box that hasn't been set up yet and then disconnects the call. 

 

Sent the following email to ***********************: 

Hello Ms. ******, 

I received your inquiry today from the Better Business Bureau, unfortunately I was unable to reach you by phone. Please call me at (**** ******** and I will be happy to go over your account with you and do what I can to help you get your gas restored. I am in the office today Monday July 15 until 3:30 pm. 

 

Thank you, 

***** *****

Consumer Affairs 

 

Email came back as undeliverable, changed address to 

*********************** and it went through. 

 

07/15/2013 12:06:06 ***** ** *****

Ms ****** returned my call. I went over her account with her and explained that we had sent her a turn off notice and made calls to the home. She said she had been in the hospital about that time and didn't see the shut off notice. She then went on to explain that a friend was going to pay $70.00 towards her bill but then they charged her $6.25 to make the payment so only $62.00 applied to the bill. I advised I could see the payment authorization for $62.00 and would be willing to accept that for turn on if she wanted but that DHS will not normally authorize anything towards a bill once it is out of shut off status. I explained that I know it is an inconvenience not having hot water to shower with but since she filed the SER and her caseworker is looking into it, she may want to consider waiting a day or 2 to see if her caseworker will help with the bill at all. This will then lower her monthly payments also. I advised her that it is her choice, I can issue the turn on order now, or give DHS a couple of days to respond. If they haven't authorized anything by Friday at the latest I would still agree to turn on the service for the $62.00. Ms. ****** thought that her best bet would be to let DHS review her account and see if they would help. She may get further assistance because she hasn't reached her cap yet for the year. I asked her to call me by noon on Friday if they won't help her, or sooner if she finds out and I will issue the turn on order for her. She thanked me for giving her options and agreeing to turn the service on for her with the payment that has already been made. She had no additional questions and will call me as soon as she hears something from DHS. 

07/15/2013 closed CORP Complaint 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Consumers energy shut off my electricity in march. While snow still outside. Then i got the run around tryin to get service for me n my two children. Mr.******* is in charge of my case sence it was shut off. She does not return my calls. Wont talk with me. She didnt tell me thst if i payed an old bill they found that i could get my electic back on, on june21,2013 ,three month later a phone repersentive said go pay the old bill n they will turn it on the same day. So i drive alll the way to lansing n pay, then that lady there said now i call them back to get service n they turn it back on. But no they wont, they are waitin for mrs.******* to "say" okay. But she wont anserr her phone ###-###-####. I been callin it n she wont answer. Wadnt there a lae they wasnt post to shiut ur electricty off in winter???? Me n my children need our electricty on but consumers energy is acting like they dont care, so wat am i supposed to do now????????????????????????????????

Desired Settlement: Make sure this dont happen to anither family or mrs.******* takes it out on people she dont like.

Business Response:

06/26/2013 12:41:31 ****** N. ****** (********)

6/25/13- I reviewed the account and there is a current open Fraud case for

****** ****** at **** ** ***** *** in *** ********. The Fraud

investigator is Mrs. *******. I contacted Mrs. ******* to find out what

is needed in order to have the service turned on for this location.

Mrs. ******* contacted me back and explained the following:

-****** ****** has been residing at **** ** ***** *** in *** ********

since May 2012 and the fraud case was opened due to name switching

-Service dates have been as follows for this location:

05/11/12 to 10/06/12 ****** ******

11/05/12 to 02/21/13 *** *******

02/22/13 to 03/01/13 ****** ******

6/21/13 to current ****** ******

-Service was turned off for non-payment on 9/26/12 under the name of

****** ******. The service was not turned back on and the account was

final billed on 10/6/12

-A request was then placed to have service turned on in the name of ***

******* and service was reconnected on 11/5/12

-On 2/18/13 service was turned off under *** *******'s name for

non-payment

-On 2/22/13 ****** ****** contacted Consumers Energy to have service

placed back into her name for this location. While FACTA validation

passed we requested lease and Id in order for service to be turned on.

Info was not provided and the account was closed out in her name.

-Due to the PIR request a Fraud case was created and we were waiting for

PIR in order to approve service

-Mrs. ******* attempted to contact ****** ****** however she did not have

a working number for her. A call was placed to the landlord to verify who

is residing at the location as there is an outstanding debt for ***

******* in the amount of $815.82

-It wasn't until 6/17/13 that Mrs. ******* was able to confirm with the

landlord that both ****** ****** and *** ******* reside at this location

-A payment of $684.01 was made to the account on 6/21/13

-Mrs. ******* did not receive another message from ****** ****** until

6/25/13 (same day the complaint was filed) and was unaware that a payment

had been towards the account.

Mrs. ******* contacted ****** ****** and explained that this is the first

she has heard from her since they spoke on 6/17 at which time she was

still waiting to hear from the landlord. She stated she did try to call

her back however the number she had was no longer valid. Ms. ****** did

state that her number had changed which Mrs. ******* was unaware of.

Mrs. ******* explained to ****** ****** that due to the payment that was

made that she would authorize service for her and explained that the bill

under *** *******'s name in the amount of $815.82 will be transferred over

to the account because Ms. ****** is the responsible party for this

location per the lease and ID received.

Mrs. ******* checked to see if she qualifies for the Shut off protection

plan and found that based on income she does not as she makes over $70,000

per year. Mrs. ******* offered a 4 month payment arrangement on the

balance and Ms. ****** stated that was fine. An order was placed on

6/25/13 at approximately 2:40 p.m. to have service restored and service

was turned back on at **** ** ***** *** in *** ******** on 6/26/13 at

approximately 11:40 a.m.

________________________________________________________________________

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/2/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was on the shut off protection plan and home heating informed me in Feburary they would be paying 200.00 and my payment was 167.00. I did not make a payment thinking it was covered . Home heating only covered 130.00 which made me in jeopardy of shut off and took me off the protection plan.

Desired Settlement: I am a single mother with three children and recently lost my job. Ive held a job for the past 8 years. I am waiting for my unemployment as I job search so I will have income coming in..I am asking that you please work with me on my consumers bill. My balance was 900.00 I just made a payment of 500.00, may 31st. I now have a shut off notice. My balance now is 945.79 and am willing to continue making any payments I can afford although I am asking for your assistance even payment plan. Thank you.

Business Response:

06/21/2013 10:48:36 ***** ** ***** *********

remarked account and placed hold.

Payment history:

05/31/13 $500.00

02/18/13 $176.00

02/18/13 $106.00

12/12/12 $107.00

10/22/12 $200.00

09/20/12 $200.00

08/08/12 $200.00

07/09/12 $200.00

06/11/12 $200.00

2 SPP defaults in past 12 months - 11/19/12 & 03/25/12

8 Shut off notices in past 12 months. Recent sent on 05/14/13, Mid-cycle

notice sent on 05/18/13, intent to disconnect mailed on 06/05/13.

Account also had bill print errors with the correction being completed on

04/10/13. Extended due on invoice for April to 05/28/13 due to prior

adjustments.

11:13am Called *** ******** at ************, got voicemail. Left message

for her to call me back.

06/24/2013 14:47:38 ***** ** ***** *********

Called *** ******** at ************, got voicemail. Left message to call

me.

06/25/2013 10:01:21 ***** ** ***** *********

** ******** returned my call. I went over her account with her and I asked

her if her unemployment issues started in December 2012 since she had paid

consistently prior to that. She said yes. I explained to her that normally

she wouldn't be eligible for another enrollment on SPP at this time

however I would first like her to seek assistance and then we can process

a new enrollment. She explained that she was actually going to DHS today

to see if they will help her. I also advised her to check other agencies

and dial 2-1-1 for a list.

I placed a hold until July 2nd to allow her time to contact agencies and

them to get additional holds if needed. If they aren't going to assist her

she understands to call me back by 3:00pm on July 2nd to enroll on SPP

which will then give her the 2 weeks she needs to get her next check and

her down payment in.

*** ******** was appreciative of the information and the

 

additional

enrollment on SPP if needed. She will call me on Tuesday July 2nd.

06/25/2013 closed

 

________________________________________________________________________

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/26/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I always try to pay my bills by mail on time. I am a senior citizen living with limited income. I enrolled in Budget Plan with Consumers Energy(heating company) to balance out my monthly bills all year round.The budget plan in May reevalutes what energy was used and breaks it up so that you pay the same amount instead of having a big bill to pay during the winter months. Received a bill in April for zero balance.I was happy to use the extra money for necessities.In May received a bill for $587.70.Consumers Energy couldn't explain other than you owe it and you should monitor your bill.I had to get help from my family to pay this bill, but I am still left to struggle with everything else. What if I had not had my family to help me? How would you have expected me to pay this bill? I feel that because they messed up in billing me that they should credit me for 1/2 of the $587 instead of just $50 which they offered. I feel like this company is taking advantage of me because I am a senior. This company receives donations to help the seniors and I feel this is the time to use it.

Desired Settlement: expect 1/2 the refund of $587.70 and to keep me on the senior budget plan and bill me correctly from here on.Also, you should fix your phone tree... I never know which number to punch in to get through to a live person. Shouldn't there be a special number for seniors only? I always get lost when calling or go in circles.

Business Response:

06/12/2013 09:50:55 Donna C. Slick (DCSLICK)

Remarked account. Notes indicate an amends was given due to the bill

print error which resulted in a high reconciliation bill.

Called *** ***** at ************ got voicemail. Left message to call me

back.

06/13/2013 13:25:49 ***** ** ***** *********

Reviewed account further.

This doesn't appear to be a bill print error afterall. The bills all

showed correct billing. The bill for 02/26/13 showed the customer had

enrolled on the budget plan for $212.00 per month so it showed her Total

Amount Due as $281.48. The enrollment as processed through e-Services,

prior 2 months didn't show the budget plan amount. Apparently the budget

was then reinitiated in February. There was a bill block placed on the

account on 02/11/13 which didn't allow for the next bill to process,

regarding payment plan issues.

The Feb-March 2013 bill was processed once the billing system error was

fixed. The bill showed to pay $282.48 but was not the full amount due on

the account which was $353.09. Customer paid $282.48 on 04/03/13 for the

bill due 04/12/13(originally should have been due around 03/28/13). The

amount paid included her Budget amount plus her ASP payment amounts. The

next bill with a due date of 04/26/13 was the normal bill due for April

which showed an amount due of $282.48 which was not paid. The new bill

processed with a due date of 05/28/13 showing her reconciliation bill for

$583.70. In essence this bill was actually for 2 months. If she would have

paid the April 26 bill her balancing out bill would have been $301.22. She

made the payment on 05/28/13 for the $583.70 and her new bill processed.

She was billed properly but the bill was held up so that 2 bills came

about the same time. At the top of the bill with a due date of 04/26/13 it

did explain this.

Her new budget amount is $169.00 plus her appliance plan for a total of

$239.48.

*** ***** was given an amends credit for $50.00 that has not processed

yet. Balance before amends is $140.68 with the billed budget plan payment

amount owing $239.48.

06/13/2013 14:07:28 ***** ** ***** *********

Called *** ***** at ************, got voicemail. Left message to call me

back.

06/17/2013 11:21:30 ***** ** ***** *********

06/14/13 ** ***** returned my call but I was already gone to a meeting,

she left a message that she would call me on June 17.

06/18/2013 08:43:46 ***** ** ***** *********

Called *** ***** at ************ since she didn't call me on Monday, got

voicemail left another message with my hours and asked her to call me by

noon on Wednesday, otherwise I will send her a letter with the information

and then if she has questions she can call me back.

06/19/2013 14:26:16 ***** ** ***** *********

Checked on Amends for $50.00. This was processed as a check so it will be

sent directly to *** *****. Her current budget plan payment also was

received today 06/19/13 and she has a credit balance on her account of

$98.80 towards her budget plan.

I have heard nothing further from *** *****. Will send her a letter.

June 19, 2013

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

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

Lansing MI **********

Dear *** *****,

I recently received an inquiry on your behalf through the Eastern Better

Business Bureau (BBB). Unfortunately I have been unable to reach you by

phone to discuss your concerns.

I apologize for any confusion in regards to a billing issue with your

account. I have reviewed the account and found that there was a problem

with the budget plan processing correctly. There was a block placed on

your account that stopped the bill from February - March from processing.

Once the block was removed it allowed for the bill to process with an

April 12 due date. Please keep in mind that this was the bill that should

have been due on or about March 28.

We then billed your account for the normal billing cycle which led to a

bill with a due date of April 26 to process. I believe this is what led

to the confusion. We did explain this with a note at the top of the April

26 bill. You received 2 bills that were due within 2 weeks. I apologize.

The bills were subsequently billed in accordance with the billing rules

and the due date was adjusted accordingly for each bill.

Your May bill was then processed with your reconciliation amount for the

budget program. This bill was promptly paid. A new budget amount was

figured and we received your payment of $239.48.

Other than a delay in your March bill processing **** ****** had a check

processed for you for $50.00 due to the error. This was mailed to your

home on or about June 7. Please let me know if you have not received it.

Due to the circumstances I have requested another credit of $50.00 be

applied directly to your account. You will see this on a future bill as a

Good Faith Credit. It will also reflect the amount you will have to pay

towards that bill.

In regards to donations to help people, the funds are handled through the

Salvation Army and People Care. You would want to contact them for

assistance. I have included a brochure that explains this further.

I hope this helps to explain what transpired on your account however if

you have additional questions or concerns please contact me at *****

******** or you may email me at the address below. I have closed your

inquiry.

Sincerely,

***** *****

Consumer Affairs Representative

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

Submitted additional $50

amends for $50.00

 

06/19/13 closed BBB inquiry

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I'm complainting about consumer's engery becuase i had a lady come to shut off my power in March of 2013 and this lady was rude, she was short answered, and extremely rude. I told her i was going inside to write a check so that i could keep my servie's on and she told me that i have a minute. As i walked inside she went and shut me off. I also paid my bill for that month, before they shut me off.Also i have a 5 year old son at home and the weather wasn't over freezing when she RUDELY shut me off. In June, once agian they shut my power off, and there was no notice i recieved that they did this or me and my wife didn't recieve any phone calls or anything in the mail about a shut of notice. the only bill we got said our bill was due on June 24, 2013. i once agian paid my bill on May 7, 2013. Everytime my wife calls to complain to someone about the RUDE!!! customer service we recieve they blow us off more. I'm behind on my bill but every beginning of the month i sent out a check of $200.00 to this company. This is not they only time. In Feb of 2011 my wife paid them in the beginning of the month and at the end so they recieved $350.00 in on month for us and that March they stated we didn't pay and shut us off. I just want to let someone know about how rude this company has been to us for the last couple of years. I have always paid my bill. I just think something needs to happen with all the rude,and poor cusmter service over the phone and also in person. If that was my good and i talked to someone like that i would be FIRED in a heart beat. My wife also asked about joining the payment plan and the lady rudely told her she didnt' qulify for it even thou we are both currently unemployed.

Desired Settlement: I would just like some action to be filed agianst the lady that came out in March. I have never meet anyone so rude. She came out once before trying to shut us off when my wife paid the bill. Also something to happen about the notices. WE RECIEVED NONE!!!!!!

Business Response:

06/12/2013 16:16:41***** ** ***** ********)

Remarked account and placed lock.

Called *** ****** ** ************, I explained that we have received his

inquiry and I will be reviewing it and getting back to him on my findings.

He couldn't take my name & number and asked me to call back and leave the

info on his voicemail which I did.

06/13/2013 14:11:20***** ** ***** *********Reviewed account:

6 Shut off notices in past 12 months. All notices reached dunning level

40. Recent notice was sent on 05/09/13, 05/14/13 mid-cycle call completed,

05/21/13 turn off call completed, Service shut off on 06/05/13 at 4:06pm,

order was issued to turn on at 5:59pm on 06/05/13, service was restored at

4:02pm on 06/06/13.

We have had no mail returned since service was started on 07/28/10.

I reviewed the turn off order comments from March. Notes state that **** ****** claimed to have mailed the check 2 days prior so on or about March

12, 2013. There was no proof of it. She also had a check but couldn't sign

it. Customer felt that field collector was being difficult and

unreasonable.

Per policy if the customer is past due more than $75.00 a turn off notice

would be sent, if payment was not made by the due date, the services could

be shut off.

We also no longer collect at the door prior to shut off.

Payment history:

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

There were no shut off orders for February/March 2011. They were shut off

on 04/20/11 however.

06/14/2013 08:56:26 ***** ** ***** *********Called Mr. Minton at 231-720-6426, got voicemail. Left message to call me

back either today before 11 as I will be out of the office after that or

on Monday the 17th.

06/17/2013 09:52:52 ***** ** ***** *********Called *** ****** ** ************ to go over the account. I explained the

phone calls and he said he didn't get any. I asked him what number should

be on the account and he said the one I called him on. I advised I would

change that for him. I also advised that we haven't gotten any mail back

on any of the 6 shut off notices we have sent him in the past year. He

states he doesn't get them. He stated that we change things to suit the

business.

I apologized for any rudeness on the part of our field representative and

expressed concern that this wasn't brought to our attention sooner, 3

months have gone by so it may be difficult for the rep to remember

anything that went on at the home that particular day. I advised I would

still send a coaching issue over to the supervisor though.

I also explained to him that we are no longer going to the door prior to

shut off either. He stated he felt this wasn't good customer service. I

again apologized and advised that it was a decision not taken lightly and

also that other companies are detouring from the practice also.

We discussed payment options and he said his wife has been told they don't

qualify for SPP or anything. I explained that I don't see any attempts

for the program so I asked if he could tell me what the income of the home

is and he stated that he and his wife get about $400.00 each every two

weeks and there are 3 in the home. I advised this does qualify him for

SPP. I advised that I will enroll the account with no down payment since

they just paid a large amount. His monthly payment will be $******* he

said that was ok since they pay ******* per month anyway. I also advised

that I will have his deposit of $***** released to the account, this was

paid in 2011. Due to the turn off notices it hadn't been refunded yet.

I asked if he had any other concerns and he said no. He has

 

my number if

he has further questions.

Sent email to controls to release deposit.

06/17/2013 closed BBB complaint

 

________________________________________________________________________

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: service issuebilling issuecustomer service issuerepair issueI am with out power and left with know options. Back in January 2012 I had a licensed electrician come to my home and repair my electrical service. 14 months later consumers comes takes my homes elec. meter then they say to me that I have been stealing power. So I begin to try and contact consumers trying to sort this misunderstanding out Date: June 4th 2013 starting at 1:13pm talk to multiple representatives till I was finally transformed to a senior represenitive that was qualified to help me so they said. 1:59pm Me and *** discuss what has been going on and she tells me that there is some back dated usage that needs to be paid and that she would be sending it over to billing to get the pay off amount and as soon as I make that payment they would send out a meter man to restart service. She said they would be calling me with the total amount. These phone conversation went on so long I had to call into work that day just to get this sorted out. So then they came up with a total it was going to be $1411.83 plus a reconnection fee of $260. odd dollars and another $50.00 fee so I said sure went and had to borrow the money and in good faith I paid $1850.00 plus $6.25 for phone payment charge. I paid extra so everything was covered cause I was a little confused on all the charges.Okay thought it was all straightened out got a confirmation #904423. NOpower ever came on. Food in the fridge is now going bad, call them back they said they sent it to investigations and that they could no longer assist me. They have not got back with me they didn't give me any answers know options I am extremely confused and frustrated my whole refrigerator of food has gone bad. borrowed a generator from a friend just to find out my well lost prime do to the fact of the power going out, lost 2 days of work, and am know having to live somewhere else just to have use of power to take showers an store food. know phone # to call know nothing help

Desired Settlement: To try and get this sorted out to a mutual understanding please contact me give me some answers I didn't steal your power. Good customer service please, power please.

Business Response:

06/11/2013 10:48:55 ***** ** ***** (********

Unauthorized Usage Case 000000094226 - Assigned to ****/theft.

Remarked account.

Called ******* ****** ** ************, got message that states the caller

cannot accept messages at this time.

06/11/2013 11:19:53 ***** ** ***** *********Sent the following email to ********************* ***

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

June 11, 2013

Hello *** *******I received your complaint today from the Better Business Bureau (BBB)

regarding your electric service. Unfortunately when I tried to reach you

by phone the message states that your voice-mailbox was full and cannot

accept messages.

I have assigned your concerns to **** in our Investigations department.

He has authorized your service to be turned on however we must speak to

you to initiate the order for turn on. Please call **** today before 4pm

at (**** ********* he will discuss any further billing with you at that

point. If he hasn#t heard from you by that time, he will send a letter of

explanation to you.

Prior to calling for service reconnection, please make sure your breakers

are all turned off in the home. You may also call me direct for the turn

on order at the number below.

Sincerely,

***** *****

Consumer Affairs

(**** ********(**** ******** ***06/11/2013 12:28:53 ***** ** ***** *********We don't believe this was theft. There were originally 2 meters here and

when the other meter was removed customer service didn't process the move

in to start the billing again after a turn on 01/12/12.

I issued an order to reset the meter since the prior order showed that the

breakers were off.

I sent another email to*** *******Hello *** *******After reviewing your account, you do not need to contact***** ******

contact me directly regarding this. I am in the office today June 11 until

5pm.

I have issued a re-install order for your electrical meter. It will be

reset no later than tomorrow June 12.

Thank you,

***** *****

Consumer Affairs

(**** ************* ******** ***06/11/2013 14:28:26 ***** ** ***** ************ ****** called regarding the complaint. I explained to him that we did

not determine there was any unauthorized usage at the home. It was an

error on the part of our customer service. When they issued the turn on

order in January 2012 they issued it for the meter that was removed. The

correct meter was turned on however they were not billed for the service.

We then went out and pulled the meter on 06/04/13 due to reports showing

it as inactive.

I apologized for the errors and explained that we will rebill the account

for the past 12 months per MPSC rules. Once the billing is completed we

can work on payment arrangements for him. He was happy to hear this.

I also asked him about his food loss. I asked him to please email or fax

me a list of his lost items along with approximate costs and I will check

into getting him a reimbursement.

He was happy to hear this is cleared up and his power will be restored. He

asked me about having someone prime his pump and I explained that

unfortunately that is something we can't do. He understood. He will get

me a list of his lost food items and call me when he gets his bills.

06/12/2013 14:42:53 ***** ** ***** *********Verified that electric meter was re-installed and services are on.

Billing will complete the adjustments and send bills. Once *** ******provides me with a list of lost food, I will review for reimbursement.

Called *** ****** ** ************. He said that the services were on. He

asked me about any type of credit towards the billing due to CE error. I

advised we are billing per MPSC rules and will only rebill for 1 year. He

will be billed from June 2012 forward. He was happy to hear this. I also

explained that once he gets his bills to contact me for arrangements or

SPP. He is aware to get me his food cost estimate by June 28.

He had no further questions at this time.

Account is remarked as NO THEFT.

06/12/13 closed CORP complaint

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Consumers energy is trying to hold me responsible for a bill the was incurred by my ex boyfriend. In a hinge i was not living in. I filled bankruptcy a year ago, and included my own consumers bill. I should not be responsible for someone elses debt.

Desired Settlement: I don't want to be held responsible for someone elses debt

Business Response:

I dialed ************ on 5/30/13 at 3:07 PM in 1 last attempt to reach ** *****.  Voicemail picked up again but I did not leave another message.  Sending the following letter for closure: 

 

May 30, 2013 

 

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

 

Dear *** *****: 

 

I recently received an inquiry that was filed with the Michigan Public Service Commission in regards to service at **** ******** **** ***** being placed into your name.  After our conversation on May 24, I was able to further investigate the situation but have not been able to reach you again by phone. 

 

The Quit Claim Deed lists you as the owner of the property as of July 2012.  Identification reports place both you and ***** together at ******** *** as well as several other addresses.  The Michigan Public Service Commission (MPSC) allows us to collect the debt from a bill in 1 person's name at a said address and another person's name at a new address as long as we have confirmed that both parties benefitted from the service at each address: 

 

R 460.137(H) A person living in the customer's residence is both of the following: 

   (i) Has a delinquent account for service with the utility within the past 

3 years that remains unpaid and is not in dispute. 

   (ii) The customer lived in the person's residence when all or part of the debt was incurred. The utility may transfer a prorated amount of the debt to the customer's account, based upon the length of time that the customer resided at the person's residence. This provision does not apply if the customer was a minor while living in the person's residence. 

 

At this time, your inquiry has been closed.  The meters at **** ******** *** will be turned off unless you are able to provide valid legal documentation of your residency from July 2012 thru May 2013 as well as valid proof of ******* current residence to further dispute the billing 

OR to contact our office by June 10 to set up payment arrangements. 

 

Sincerely, 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Received a shut off notice today from Consumers Energy. I received a letter in April 2013 stating they found my electric meter faulty and not reading correctly since December of 2012. They installed a new meter and are making adjustments to my bill that reflects the last four months. I sent them a note along with my monthly April bill stating that I will continue to pay my monthly bill and also send an amount over and above what my present bill is until I have caught up with their mistake of taking four months to discover my meter not working. I have sent two payments to them so far witch was over the amount of my current bill. They are telling me I have to pay a certain amount 47.56 per month extra with each bill until my account is payed up, on account of their mistake. Personally I think they should stand up to their mistake and drop this. I don't understand how a consumer can be held responsible for a company that is providing a service makes a mistake and expects the customer to pay for it.

Desired Settlement: Personally I don't think I should have to pay them for their mistake. I did pay each month, not knowing it was incorrect. I personally wrote them a letter and told them I would pay an amount over and above each monthly bill. I didn't specify an amount since I don't know what my other monthly obligations my be. They want 47.56 each month over and above my normal bill and payed off by a certain time. All this and it wasn't my fault. What kind of company is this that makes their costumers pay for h

Business Response:

Customer account was non-reg from December 2012 to April 2013 account was rebilled for the 4 months. *** ******* was offered an arrangement spreading his bill of $380.47 over 8 months making his payments $47.56 plus his regular monthly billing. 

 

I called and spoke with *** ***** and apologized for any inconvenience this may have caused for him and explained that we have gone outside the box with arrangement that is set up. I told him I understand setting a set amount can be hard especially on a fixed income. I gave him my phone number and told him if he does run into a problem I would have no problem working with him. He is a great paying customer and we do recognize that. *** ***** took my name and number and said he will be sure to call if he cannot keep the arrangements. 

 

 

Closed inquiry 5/24/2013 ********* 


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 9556732, 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: Because this matter is completely the fault of the business, I can not understand why I have to accept their pay back offer. I had made an offer that I would pay over and above my monthly bill at $20.00, or more, as I can afford. I feel that it should be their loss to begin with because they did not catch their problem in a timely manner, 1-2 months at least. To force me to pay back a guesstimate cost for their mistake is, in my opinion, totally unacceptable. In other words, bad business! Yes, I accepted their terms because they gave me no other option. I firmly believe the ball should be in my pocket on this matter. But, unfortunately I am  forced to pay by their terms.

 Again I think this is bad business towards the consumer. 

Regards,

*** *****

 

Business Response:

Our position has not changed.

 

05/24/2013 15:26:45 *** * ******* **********

 

 

Customer account was non-reg from December 2012 to April 2013 account was rebilled for the 4 months. *** ******* was offered an arrangement spreading his bill of $380.47 over 8 months making his payments $47.56 plus his regular monthly billing. 

 

I called and spoke with *** ***** and apologized for any inconvenience this may have caused for him and explained that we have gone outside the box with arrangement that is set up. I told him I understand setting a set amount can be hard especially on a fixed income. I gave him my phone number and told him if he does run into a problem I would have no problem working with him. He is a great paying customer and we do recognize that. *** ***** took my name and number and said he will be sure to call if he cannot keep the arrangements. 

 

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: we have been dealing with this for a few years now.. our bill use to be no more then 120 a month for over 30 plus years... but since 2009 when i got the bill it was over 1200 dollars. then the next month over 500 over 500 i called to get it resolved and they came out only a few times to check the meter then one month they replaced it with a new meter and also fixed some connectors on the pole and transformer.. the tech said there is still a few bad ones.. that same month our bill was under 500.i called again to see if they can adjust it.clearly the answer was no it was on my end... no it was not i had 4 different electricians come in and all said the same. nothing in your home is wrong.. then next month my bill was 129 dollars. red flag yes... then when i called to bring it up.two weeks later i got another bill for 800 but estimated. asking the same question as i am ?. how could that be ? ...they said it was under investigation. and my account was on hold. after all that nothing was resolved. and i am stuck with a bigger bill. i asked for them to fix the transformers and connectors .they said no it was not that.yes it is no different then a wire in a car. its not always the fuse. they refuse to fix it give me payment plane i can afford. and a deposit to start a plane is out right to high... my daughter has a heart condition. and they do not care..because of the bill being in my father in laws name ancestry wont help..consumers refuse to gave me a plane that i can pay.. so am i supposed to loose my daughter because they neglect to fix the pole wires and transformer. and not give me a plane i can pay? and now my bill is over 6,000 dollars. not even a business has that high of a bill. there nothing in a home that can run that much power in that amount of time. its logic..common sense.just because they are the only provider dose not give them the right to scam people. or commit fraud by adding other peoples bills on others that make effort and blame it on peoples home...

Desired Settlement: i want to only pay what i owe credit all that i over payed .. i want the bill adjusted and the transformer fixed with new connectors. bill adjusted to the start date of the problem and an apology from some of the employees that were rood . degrading and insulting.. along with with taking responsibility of their equipment and fixing it. not charging customers for their defective equipment.no differnt then a car. the brakes wear out. dont mean its the car that is bad.. same with there equipment.

Business Response:

05/20/2013 10:45:03 ******* ** ****** **********

Problem Desc =REQUIRED END DATE 5-23-13 (ELECTRIC) EASTERN BETTER BUSINESS

BUREAU E-MAILED COMPLAINT THAT SAYS:

05/20/2013 10:45:37 ******* ** ****** **********

Daytime Phone: (**** ********

Evening Phone: ************

E-mail: **********************

We have been dealing with this for a few years now.. our bill use to be no

more then 120 a month for over 30 plus years... but since 2009 when i got

the bill it was over 1200 dollars. then the next month over 500 over 500 i

called to get it resolved and they came out only a few times to check the

meter then one month they replaced it with a new meter and also fixed some

connectors on the pole and transformer.. the tech said there is still a

few bad ones.. that same month our bill was under 500.i called again to

see if they can adjust it. clearly the answer was no it was on my end...

no it was not i had 4 different electricians come in and all said the

same. nothing in your home is wrong.. then next month my bill was 129

dollars. red flag yes... then when i called to bring it up.two weeks later

i got another bill for 800 but estimated. asking the same question as i am

?. how could that be ? ...they said it was under investigation. and my

account was on hold. after all that nothing was resolved. and i am stuck

with a bigger bill. i asked for them to fix the transformers and

connectors .they said no it was not that.yes it is no different then a

wire in a car. it's not always the fuse. they refuse to fix it give me

payment plane i can afford. and a deposit to start a plane is out right to

high... my daughter has a heart condition. and they do not care..because

of the bill being in my father in laws name ancestry won't help..consumers

refuse to gave me a plan that i can pay.. so am i supposed to lose my

daughter because they neglect to fix the pole wires and transformer. and

not give me a plan i can pay? and now my bill is over 6,000 dollars. not

even a business has that high of a bill. there nothing in a home that can

run that much power in that amount of time. its logic..common sense.just

because they are the only provider dose not give them the right to scam

people. or commit fraud by adding other peoples bills on others that make

effort and blame it on peoples home...

Desired Settlement:

i want to only pay what i owe credit all that i over payed .. i want the

bill adjusted and the transformer fixed with new connectors. bill adjusted

to the start date of the problem and an apology from some of the employees

that were rood . degrading and insulting.. along with with taking

responsibility of their equipment and fixing it. not charging customers

for their defective equipment.no different then a car. the brakes wear

out. don't mean it's the car that is bad.. same with their equipment.

________________________________________________________________________

05/20/2013 16:15:36 ******* ** ****** **********

****** ********* has been authorized on the account by ****** *****.

I spoke with ****** today. I advised her contact to the Better Business

Bureau has been received and referred to me for review. I explained I

will be reviewing her concerns and calling her back.

05/22/2013 11:37:43 ******* ** ****** **********

Our records show there has been five prior complaints filed by ******

***************, ******* ***** or by ****** ***** going back to August

2010, as follows:

1) Informal complaint # **********, received on 8-13-10, closed on 11-4-10

by ****** *****. Customer felt that we found a problem on our lines which

cased their electric use to increase and wanted an adjustment.

On 9-14-10, customer reported blinking lights when the wind blows,

electrician said there may be a short in the wires. Field comments state:

changed out connections.

On 10-8-10, an investigate electric meter order was processed: customer

states electrician claims short in electric meter base. Field comments

state: Base is OK.

***** ********, distribution and servicer supervisor, advised ****** the

service person at the home on 10-8-10 found the meter was turning pretty

fast and that the customer has a hook up going to a barn which could be

causing an increase in use. ***** ******** explained the work we

completed by changing the connections on 9-14-10 would not cause an

increase in electric use and advised the customer of this in person.

***** suggested we offer to test the meter.

****** tried several times to contact *** ***** to schedule a meter test.

On 10-18-10, a letter was sent to *** ***** advising of our investigation

and his request for an adjustment was denied. ****** asked that *** *****

call to schedule a meter test.

The complaint was closed on 11-4-10 after no response from *** *****.

#2) Informal complaint # **********, received on 11-15-10, closed on

1-17-11 by ****** *****. This complaint was regarding the same issue,

high bill. *** ***** feels our worker told him the cause for high use was

due to our equipment.

The account was coded "threats of violence - police escort". This

complaint was assigned to **** ****** in our asset protection department

to resolve. *** ***** made a comment to a service supervisor in October

2010 stating he was going to knock down one of our poles. The "threats of

violence" code was reduced removing the police escort. It appears this

complaint was closed based on the threats of violence code being reduced.

The complaint was closed on 1-17-11. History on the account between

complaints, below:

On 1-20-11, we received a bright light call. Field comments state:

Everything is good on Consumers Energy's side.

On 7-15-11, an investigate lines order was issued, order states: An

electrician verified that this is a lines problem, he said that our

connectors have gone bad and said that this is causing surging in the home

and making their bills high. Field comments on 7-20-11 state: replaced

connection at pole.

On 7-15-11, a damage claim was issued, #**********, states customer paid

700.00 has receipts for an electrician to go thru the home to find a

problem with our wires and connectors, she wants reimbursement. The

customer did not respond to messages left by our damage claim

representative. The damage claim was closed due to no response.

The meter was exchanged on 7-20-11. The old meter,

#** *** ***, was tested on 8-30-11 at 100.50% average accuracy.

#3) MPSC complaint #**********, received on 9-15-11, closed on 9-20-11 by

me. This complaint is regarding the same issue, high bill.

I spoke with ***** ******** on 9-19-11. He remembered this account and

confirmed the connection where our line connects with the customer's

weather head will not cause an increase in electric use.

I spoke with **** ***** on 9-19-11 and advised something on their side

called for the electricity registered through the meter. I advised a bad

connection will not cause an increase in electric use. I advised the

meter serving the home was exchanged in July 2011 and tested accurate in

August 2011. I advised they are still using an average of 95 kwh's per

day on the new meter. **** ***** asked me to discuss this with her

husband. He wasn't home and didn't return my call.

On 9-20-11 a letter was sent to *** ***** advising him of what was

explained to **** ***** on 9-19-11.

*** ***** never contacted me in response to the letter sent to him.

#4) Informal complaint #**********, received on 10-14-11, closed by ***

******* on 10-18-11. Customer wanted another complaint filed, said they

use almost no electricity and wants the meter tested.

*** ******* spoke to **** ****** and explained our position from the prior

complaints. **** ****** then went on to discuss the Shut Off Protection

Plan (SPP). They were to make a 303.00 down payment, we received 300.00

so the SPP enrollment wasn't completed. *** ******* agreed to enroll on

SPP and waive the down payment. SPP was re-enrolled on

11-1-11 at 487.00 a month.

#5) Informal complaint #**********, received on 4-9-12, closed by ***

******* on 5-10-12. SPP defaulted customer states payment made.

*** ******* agreed to re-enroll on SPP, the down payment was waived,

monthly payment was 538.00.

05/22/2013 13:15:42 ******* ** ****** **********

SPP defaulted in June 2012.

Most recent history shows:

On 3-14-13 a shut off notice was sent in the amount of 5097.60.

On 3-19-13 a phone contact was made.

On 3-26-13 a phone contact was made.

On 4-29-13 a medical emergency form was mailed to the customer. Daughter

is on a cardiac monitor.

On 5-3-13 a 14 day hold was placed on the account pending a 1163.00 down

payment for enrollment on SPP. Payment needed by 5-17-13, then monthly

amount would be 663.00.

On 5-7-13 our credit department noted the account that the completed

medical emergency form was not returned by the customer.

Last payment received on the account was 500.00 on 5-20-13.

Prior to the May payment we received 246.00 on 2-19-13 and prior to the

February payment the last payment was in July 2012.

On 5-3-13 the customer reported arching wires, wire making sizzling sound,

pole to pole, wire by the driveway. Field comments state: No problem

found.

On 5-17-13 the customer reported arching wires, back yard. Field comments

state: 3 automatic sleeves are rattling in backyard of customer on

primary neutral wire. Have supervision take a look to see if we can

reinstall primary neutral wire having automatics in different location.

I sent an email today to ****** ****** & ***** ******** field leaders, to

obtain additional information on this.

05/23/2013 10:43:55 ******* ** ****** **********

I spoke with ***** ******* today. He explained that ****** ****** and he

were in West Branch yesterday. He plans on visiting the site today and

will get back with me.

05/24/2013 14:04:44 ******* ** ****** **********

I received the following email from ***** ******* yesterday:

*******,

After investigating this issue at the customer's residence, I have found

nothing to indicate that the high bills in question are due to anything on

our side. The customer did say that she had tried to work out a payment

plan with the company but was unsuccessful at reaching an agreed amount.

She says that she can afford $500-$650. I told her that I would add the

payment issue to my response but didn#t know what would come of it. I

talked to her at some length and explained to her that if we have problems

on our side of the service, it will not cause a high bill. Let me know if

you need anything else.

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

Field Leader III

Electric Distribution - Flint

I spoke with ****** yesterday at length discussing prior inquiries, her

recent inquiry, and the visit made to her home yesterday by a field

leader.

I explained our position remains unchanged. I advised we are unable to

push electricity through the meter. I advised the meters tested have

tested accurate.

I reviewed the payments received on the account. It was agreed as an

exception we will use the 500.00 payment received on 5-20-13 as a down

payment and re-enroll her account on SPP. I advised her SPP amount will

be 656.00 a month. I explained the first 656.00 will be due on 6-4-13.

****** stated she can handle this and thanked me.

5-23-13 CAR Closed

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/3/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Over charge on bills, no one will help resolve the issue with the high energy bills or figure out why they are so high.My bills from December to Febuary have dissappeared from my online account.the only answer im getting is i must be abuseing my electric. i have had my house checked and nothing is overdrawing energy.I would like help resolving this issue,because like most people i cannot afford to pay a electric bill as high as my house payment. thank you, *****

Desired Settlement: I would like to be able to figure out why the bills are so high.Also i would like to have access to all my paid bills. And i would like my budget amount ajusted to a more affordable amount.

Business Response:

05/21/2013 13:03:22 ***** ** ***** *********

Reviewed and remarked account.

There are a few things going on here. First off is the SPP reconciliation

on the account. This is why she is seeing a larger amount owed.

This account was also part of the bill print issue. This is why she can't

see the original bills. We can provide copies of those. Her electric

usage is very high, looks like electric heat of some kind may be being

used. Usage has dropped over 1000kwh in the last month alone.

Called *** ******* at ************ got voicemail. Left message to call me

back.

05/21/2013 15:37:05 ***** ** ***** *********

** ******* returned my call, very frustrated. cont..

05/22/2013 08:51:48 ***** ** ***** *********

cont.. I explained to her that I did find some errors on her account

however it didn't affect the total amount owing. I explained the bill

print issue to her and advised I would get copies of the original bills

for her and also copies of the adjusted bills so she has them all

together.

We discussed SPP reconciliation so she understood why the amount was

raised. I also advised that her SPP amount may have been set too low due

to the usage in the home and the change in heating sources. The pellet

stove cuts back on gas usage but can cause higher electric usage.

I then went over the usage with her and asked about heating equipment. She

stated they went to a pellet stove a year ago and also use Edenpure

heaters when needed but not all the time. They have all electric

appliances. Water heater elements were changed within the past year.

*** ******* stated that she was told before that we could check the meter

but the only thing that happened was someone came out and looked at the

meter and left, they didn't even go right up to it. I explained that the

order was to read the meter only. She feels that there is an issue with

the meter since they had things checked out inside the home. I asked her

if there were any out buildings and she said yes but they only use a

fluorescent light bulb out there. She asked if we could test the meter.

I agreed to have the meter tested on Thursday morning. I asked if she

wanted to witness it and she said her husband would if we test it before

1pm as he has to leave at that time. I advised I would schedule it for the

morning and let our scheduler know. I asked her if it was ok to test the

meter if they were not there and she said yes but her husband should be

home. I explained the 98-102% range to her also. If I am not able to

reach her after the test I will send the test results along with the

copies of the bills to her and place a hold to allow her time to call me

in regards to her SPP. I advised that I will offer a onetime de-enroll

and re-enroll to bring the amount down for the next 12 months however I

can't promise it would be at the $228.00 that they were paying since the

amount owing at this time is double what they owed when they first

enrolled. She understood.

05/23/2013 12:04:31 ***** ** ***** *********

Reviewed meter test results. Meter tested fine at 99.48%. Voltage also

tested good. No shorts or grounds. Field Tech states customer to call

electrician to trouble shoot usage, no indications of problems on our

side. Customer witnessed test.

Called ***** at ************, got voicemail. Left message to call me back

to redo SPP and that I am sending out her meter test results. Asked her to

call me by 4:30 and if no word will place hold on account to allow her

time to get in touch with me next week.

Sending out meter test results.

05/23/2013 15:43:15 ***** ** ***** *********

***** returned my call. I went over the meter test with her and she said

that her husband had told her that the meter was testing fine. I advised

I will email her the meter test if that was ok and she said it was fine.

I explained to her that we don't normally remove from SPP and do a

re-enrollment during the reconciliation time however given the

circumstances and the difference in usage I am going to do it this time. I

advised the amount is lowered to $359.00 per month. I will waive the

downpayment since they just made a payment and her next payment would be

due at the end of June. She said she will be taking out a loan on her 401k

to pay off the bill.

***** requested an itemization for as far back as I could go. I explained

to her that I can only give her the information pertaining to her account.

She said she has that and can get it online.

She had no further questions and will be checking out the appliances

 

again. She feels it is the water heater.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/29/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In March of 2011 consumers sent me a bill for 5,000 stating that they had messed up my bills and had not actually read the meter. I sent over 1,000 then arranged to make payments of 603.00 per month, to cover the actual and the overage would go toward the larger bill. I had most of it paid down until end of last month when they say I used 3,200 dollars worth of energy. This is absurd, how can it be steady until April and then go back up to that much. They only actually read my meter 1 or 2 times a year. They requested 1700.00 which I don't have by the 22nd of May. I requested that they check to see if the meter is not working correctly, the first opportunity they have to get an actual person to my home is May 30th. This has me very upset because I work full time, attend schoo part time and take care of a disabled husband and son. I need to be resolved as this has been an ongoing issue for me with this company. I do believe as a company they should do an actual check more than once or twice in a year. I have spoken with several people within this company and all I get is " that is actual usage for you". That explains nothing to me and my bill was the same amount in March or April 2011, the same time of year.

Desired Settlement: Would like them to be forced to come check it out asap and replace the meter is applicable. Also, explain with a valid reason why this has happened twice, and I was sent a statement with all this and I call and they tell me the computer was wrong and gave me a wrong statement as the program was messed up but not fixed. It is very upsetting to me as I hate the thought of having to move from my home because I can't afford my light bill. I would request they come to my home this week please

Business Response:

It appears that after the bills had been estimated for several months then

we received a customer read which reflected a lowered usage amount and

then we had go back and adjust customer account based on the actual reads

see below:

Old Value: 47,931

New Value: 64,458

Old Value: 48,993

New Value: 89,878

*** ******** is using around 222 KWH per day. The last read we received

from *** ******** was for 66828 which we billed for 24651 KWH, this billed

$3,223.83.

I made phone contact with *** ******** regarding her usage. I requested

several times for us to make a determination as to what appliances our in

home to figure out what her usage should be. *** ******** was upset about

the last bill she has received. I explained to *** ******** we had been

estimated her bills usage low and when we received an actual read on the

meter, it became a catch-up bill. This information upset *** ******** she

stated she cannot afford to pay any more than the current shut off

protection amount of $603.00, she is on a fix income. If the amount goes

any more then she will not be able to stay in her home.

I explained to *** ******** a re-read had been schedule on May 30, 2013.

I informed her that I will cancel this read order and schedule a meter

test. *** ******** was happy about this.

Meter test is schedule for Monday May 20, 2013. *** ******** will witness

this test.

05/22/2013 08:48:24 ****** ** ***** *********

05/20/2013 meter test completed at 99.89% average accuracy. I mailed meter

certification to *** ********.

I received a phone from *** ******** requesting the results of the meter

test in which I provided this information to her. I attempted to complete

a Typical Usage Chart with *** ******** half through she stated she could

only afford $700.00 per month for the Shut off Protection Plan.

 

05/21/2013 I received a request from my supervisor stating because of

billing practice regarding estimated bills we are only allowed to bill

customer back for 12 months, it appear we billed customer for more than 12

months. I decided to increase the amount to 50% of $3,223.83 = $1,611.91.

I contacted *** ******** and informed her of this information and provided

her the current balance on her account of $3,983.92. *** ******** agreed

to continue making the $603.00 per month. I informed *** ******** to seek

assistance and I provided agencies name and numbers. *** ******** thanked

me for my time and effort.

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/28/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: After contacting Consumer's Energy regarding a billing issue, afollowing all the steps and procedures that the customer service department had me do all the way down to them sending out a someone to do a Home Energy Analysis as he emailed me an clearly stated an out of place looking spike and the chart shows an anomaly and even states if I am sure there was no reason why my usage would have been higher I then have a good argument, after talking to rep after rep every one keeps telling me about estimates. I researched my history since 11/1/2011 and never have I had a bill for $109 and sure enough after my complaints the bill goes back to being normal. Today 4/30/13 I have had Consumer's Energy in my home and been on the phone with the absolute rudest rep who not only cut me off with my last question which was "is there any other steps I can follow thru your company" and instead of her answering my questions she decides to just put me on hold for 5min she was the absolute rudest rep!

Desired Settlement: I feel that since consumers energy does estimates they bill incorrectly on a regular basis, I feel it's definetely incorrect and I should be credited

Business Response:

05/16/2013 14:12:40 ***** ** ******** *********)

- **** **** **** * ***** **** - began service at ***** * ****** *** *****

********** *** effective 10/24/2011

We have estimated the bill on 2 different occasions: 8/17/12 and 2/18/13

due to no attempt

12/16/12-01/18/13 (34 days) actual 7.6 Mcf - $ 76.37

01/19/13-02/18/13 (31 days) estimate 5.9 Mcf - $ 62.46

02/19/13-03/18/13 (28 days) actual 11.4 Mcf - $109.88

03/19/13-04/22/13 (35 days) actual 6.2 Mcf - $ 59.72

The billing from Feb-Mar picked up usage from the low estimate the prior

month which was the coldest part of the winter.

05/16/2013 14:23:28 ***** ** ******** **********read of 0545 on 3/18/13 for the catch-up bill was validated with CE

re-read on 3/27/13 of 0567

I reversed the 2.11 late fee

05/16/2013 15:01:02 ***** ** ******** *********)

I dialed 248-416-2770 on 5/16/13 at 3:01 PM and spoke with **** ******She stated that she didn't do anything different and she went thru her

payments for the last year and a half and never paid $109 for her gas

bill. I tried to explain to ** ***** that her bill from Jan-Feb was

estimated and that bill was estimated low and was only $62. Her bill even

the month before that from Dec-Jan was $75 so that already is almost a $15

difference alone.

I continued that since the estimate in February was low, when we got the

actual read in March, we billed her for not only the usage for that month

but also the additional usage that was not included in the prior estimated

bill. She said that she didn't do anything different. I explained that

this is for her gas which is mainly her heat. She doesn't have to touch

her thermostat at all and her furnace will run more when it's colder

outside than in the warmer months -- without her changing the thermostat

at all. ** ***** stated that is what they already told her and she said

she never used this much last winter either. I reminded her that last

winter was pretty mild and this winter we had extremely cold temperatures

which would be the reason for the higher usage overall.

** ***** didn't want to accept the answer and said she already paid the

bill and might as well just end the conversation because I'm telling her

what she was already told.

**closed 5/16/13**

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/21/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I enrolled in the budget plan in March of 2012, after their website said this would result in me paying a level amount over the year instead of increased bills in the winter months. They started charging me $42 a month.In April of 2013, I get a 'bill' from them that states this: PLEASE NOTE: We have identified -- and fixed -- a billing system computer issue that affected your Consumers Energy account. This bill accurately reflects your balance, total due and all payments to date. The "Total Amount Due" on this bill should be paid as usual. Thank you for your patience and understanding."Their 'billing system computer issue' resulted in a bill of $608. I chose the budget plan so I wouldn't get a large bill in winter. Instead, I get an even larger bill due to their error.The only way they would work with me would be to split up the payments into 3 payments of $200 a month - on top of my new payment of $97 a month. Which would mean a payment of $300 a month, which I don't have the money for, since I assumed that their budget plan would account for the winter months, as it did for DTE.

Desired Settlement: I would like them to drop the $608 that came from their 'billing system issue', since it resulted from their error.

Business Response:

05/20/2013 15:32:18 ***** ** ******** *************** ****** * **** **** **** * **** ***** *** ******Account was on the Budget Plan starting in June 2012 thru May 2013 at $42

per month. (Note: Budget was recalculated at $97 for the 2013-2014 plan

year)

Consumers Energy did have a bill print issue but the amount billed monthly

was accurate. Only the balance forward information was incorrect.

Unfortunately since ** ****** just began service in April 2012 and usage

the prior winter was much lower but based in 2 years ago, customer had

potential for the usage. Thus, the calculated budget amount of $42 was

not enough to cover her winter bills to balance out accurately and she

started building up a balance owing at the start of the winter months.

Usage History:

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

Nov-Dec 12.6 Mcf 5.1 Mcf 13.5 Mcf

Dec-Jan 18.3 Mcf 7.7 Mcf 15.2 Mcf

Jan-Feb 20.5 Mcf 8.2 Mcf 18.4 Mcf

Feb-Mar 15.9 Mcf 6.7 Mcf 12.8 Mcf

Rather than paying a higher monthly payment for May and June to catch up

the balance, customer opted to be removed from the budget plan and an

installment plan was set up to pay $202 on 6/5, $202 on 7/5 and then

$204.44 on 8/5.

05/20/2013 15:48:45 ***** ** ******** **********

I dialed 989-293-5479 on 5/20/13 at 3:48 PM and left a voice message for

Amber Hughey to contact me in regards to her concern filed with the Better

Business Bureau.

05/21/2013 09:41:10 ***** ** ******** *********)

** ****** returned my call on 5/21/13 at 9:08 AM and left me a voice

message as I was unavailable at the time.

I called back and spoke with ** ****** at 9:41 AM. I apologized to her

for 2 issues with her budget plan that caused this frustration. I

explained the first issue was that her payments were set up at $42 per

month. I verified with her that the home was vacant before she moved in

and unfortunately, our system did the calculation based on prior usage and

the $42 was not enough to cover her bills. She completely understood

that.

I then apologized for our system problem in which the printing of the

bills was providing incorrect balance information, but explained that the

amount of usage billed each month was accurate.

We discussed that unfortunately, the low budget amount calculated was the

biggest issue, putting her with such a high balance owing... and the cold

winter was another factor. ** ****** understood and explained that with

her student loans and regular expenses, she can not afford to pay $200 a

month plus current bills.

I asked ** ****** if she received any state assistance to qualify her for

SPP but she did not qualify. I did offer to set up an installment plan

for just a flat $200 per month and advised that if she pays $200 a month

for the next 3 months, I will continue the arrangement after that since

she will then have current 3 bills due but since we are into the summer

months, the amounts should be lower. ** ****** agreed to that. I advised

that her current bill is due June 5 and asked if she can make her first

$200 payment at that time. She can.

I set up payment arrangement for:

$200.00 on 6/5/13

$200.00 on 7/5/13

$208.44 on 8/5/13

I will follow account and once final payment received will then set up a

new arrangement to cover the bills due in July and August to be paid in

September as together they should be less than $200.

**closed 5/21/13**

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,

***** ******

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/21/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I asked for my bill at *** ******** *** ********* ** ***** to be disconnected on October 29, 2012 as I purchased and moved into a new home at *** ****** *** ******* ** *****. They did not disconnect and kept billing me based on the prior years average service. I called numorous times and sent in emails. Each time they promised to rectify. Most recently i sent an email on 05/01/2013. They responded asking for my old account number AGAIN ... I gave it to them and they never replied back AGAAIN. I called on 05/09/2013 and asked for a supervisor/manager. They said someone would call me back within an hour. No one has called back to date. I now am receiving a disconnect notice to my NEW home dispite my attempts to call them. I have had their service for over 17 years and this has never been a problem. Never been disconnected. THis is THEIR error and I can not get any help and am being gouged. The main reason we sold our previous home was due to the HIGH energy costs (we paid an average of $400-600 per month in the winter) and moving in October we thought would avoid this yet they STILL charged me even though we sold and moved. PLEASE help!

Desired Settlement: Correct /backdate billing for the ******** *** address to 10/29/2012.

Business Response:

05/14/2013 14:37:41 ***** ** ******** **********

****** *** was billed for service at *** ******** *** ********* thru

2/1/2013 (**** **** ****) while service at *** ****** *** ******* began in

her name effective 10/29/2012 (**** **** ****)

On 11/27/12, $151.94 was transferred from **** **** **** to **** **** ****

and then on 3/5/13, $555.27 was transferred in.

Total balance today is $609.19.

Current Account Dunning/Payment History:

03/02/2013 05 - Mail Turn off Notice $208.57

03/06/2013 10 - Mid Cycle Notice/Phone Call 1

03/11/2013 Installment plan set up for $104.27 on 3/11/13;

$37.34 on 3/25, 4/8, 4/22, 5/6 and 5/20

03/12/2013 payment posted $104.27

03/28/2013 payment posted $70.00

04/16/2013 05 - Deactivate Installment Plan

05/02/2013 05 - Mail Turn off Notice $553.50

05/07/2013 10 - Mid Cycle Notice/Phone Call 1

05/10/2013 payment posted $190.00

05/14/2013 20 - IDN Notice / Turn-off phone call 1

05/14/2013 14:58:06 ***** ** ******** **********

Service at *** ******** *** ********* was at a $0 balance when the $151.94

was transferred on 11/27/13. ****** was then billed for the following:

10/25/12-11/26/12 $307.92 + $8.43 LPC = $316.35

Payment $52 on 12/10/12

Payment $52 on 12/20/12

11/27/12-12/23/12 $252.55 = $464.90

Payment $52 on 01/03/13

Payment $52 on 01/18/13

12/24/12-01/26/13 $142.67 + $4.85 LPC = $508.42

Payment $20 on 01/31/13

01/27/13-02/01/13 $66.85

BALANCE $555.27

05/14/2013 16:07:23 ***** ** ******** **********

I dialed ************ on 5/14/13 at 4:07 PM and left a voice message with

****** *** indicating I was calling in regards to her concern filed with

the Better Business Bureau.

05/15/2013 10:35:17 ***** ** ******** **********

****** *** returned my call on 5/14/13 at 5:41 PM and left me a voice

message that she will be available on Wednesday.

I dialed ************ on 5/15/13 at 10:35 AM and spoke with *** ***. She

stated that they moved from *** ******** *** ********* because the bills

were too high. She said that she just faxed in her mortgage closing

paperwork yesterday to show that the property on ******** went back to the

Mortgage Company as of 10/29/12.

** *** also stated that after she continued to be billed for the ********

address, she contacted us each month and was told that it would be

corrected.

I advised ** *** that I will track down the paperwork she sent in and if

everything is validated, more than likely we will be reversing the charges

billed to her from October 29-February 1. Since she is only available on

Wednesdays and not available until after 5:30 PM other days, I advised her

that I will send her a letter in the mail once this is resolved and that

in the meantime, we have a hold on her current account so that the charges

from ******** St don't affect her service at *** ******* *******. ** ***

thanked me for looking into this and helping her to clear it up.

05/15/2013 14:46:40 ***** ** ******** **********

I sent a note to Fraud since they did the initial transfer of charges in

November and asked if maybe there was something done behind the scenes

that caused customer to continue to be billed after that. Response was

that after reviewing he account, although we are unable to see a move-out

request, it appears she should have been moved out of the ******** address

the end of October. When the $151.94 was transferred, they assumed at

that time it was the final bill as customer started service at the new

address.

Due to the confusion and Fraud agreeing that appears customer should not

have been responsible for the charges after end of October, I am going to

have the additional billing removed from her current account.

I called and spoke with ****** *** and advised her of the situation. I

also asked her about the payments that were made in December and January

toward the *** ******** St account and she stated that she wasn't sure at

first which account number she should be using and she thinks she just

used the wrong number for payments.

The payments posted to *** ******** prior to the $555 being transferred to

******. I've requested a credit of $783.27 for the charges billed from

10/25/12 to 2/1/13 to be credited to the ****** address.

05/15/2013 15:06:13 ***** ** ******** **********

Note: I also received the fax that was sent in which is a discharge of

Mortgage in which Nationstar Mortgage took the home at *** ******** ***

********** ** back effective October 29, 2012. Address for mortgage

company 35* ******** *** *********** ** *****. Since mortgage company did

not request service, we will not be rebilling this to them as unsure if it

was immediately sold to another mortgage company, realtor, etc.

Sent email to my supervisor for the credit.

**closed 5/15/13**

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: For almost a half of year I have been a resident of Michigan paying my consumer's energy bill on time especially through the colder winter months. Their has not been one occasion where a payment was late or pass due. Imagine my surprise when a bill for $400 comes to my apartment stating that my account is well past due. I am being forced to enroll in a payment arrangement for a error which was not my own. I am over 60 years old and live on a fixed income, and because of this billing error on Consumer Energy part I am having to make difficult lifestyle changes from a cost perspective. I could use any assistance you can give me in resolving this matter.

Desired Settlement: I would like a credit for the past due balance and for Consumers Energy to refund the extra payments that I am being forced to pay.

Business Response:

04/26/2013 13:49:34 ***** ** ******* **********4/26/2013 1:49pm - Left voicemail for Dora Hardin to return my call. Sent

the following email to **********************Dear *** *******

I received your inquiry from the Michigan Public Service Commission

regarding the high bill and your enrollment in the Shutoff Protection

Plan.

I do apologize for this inconvenience.

After reviewing your account, the bill you received for $460.83 was not

actually showing any amount past due. It was a misread meter. When you

called, the Representative you spoke with should have transferred you to a

Representative who could look more in depth at your account and could

correct the misread. Unfortunately, she didn#t recognize this and instead

offered you our Shutoff Protection Plan. When the meter was read the

following month, the previous misread was corrected as well.

It is apparent that you do not wish to be enrolled on the Shutoff

Protection Plan, so I have removed you from this program. You have an

account credit balance of $144.91 which I have requested to be refunded to

you in the form of a check. You should be receiving this credit in the

next 14 days.

If you have any further concerns regarding this issue, please don#t

hesitate to contact me.

I included all of my contact information at the bottom.

This complaint will remain open to give *** ****** some time to contact

me.

04/29/2013 08:08:04 ***** ** ******* *********)

4/29/2013 8:08am - I received the following from *** ******* **** *** ********It is not that I did not want to enroll in the Shutoff Protection Plan

because I would do whatever it takes to have a good record when it comes

to paying my bills if I truly owe them; my question to your Representative

was why it took five and a half months to advise me about my understated

bill, when in my estimation I should have been alerted at most two month

after my initial bill.

I thank you for you quick response, & I will be sending in my payment for

$144.91 today.

I tried to reach her by phone but again received her voicemail. Sent the

following response:

*** *******

I think you may have misunderstood me. There were no understated bills,

the bill you received in February for $460.83 was the incorrect bill and

this was due to a misread at your meter. When you called in, this should

have been recognized by the Representative you spoke with then.

Unfortunately, it wasn#t and it took our next read in March to correct the

error.

You have a credit on your account of $144.91, we are sending this back to

you. Please do not send in any money, as your bill says #Credit, Do Not

Pay.#

If you have any further questions, don#t hesitate to ask! And if you#d

like to speak over the phone, I can be reached at the number below or I

will be happy to call you if you provide me with a good time to reach you.

Again, my contact information was listed at the bottom of the email.

04/30/2013 15:45:36 ***** ** ******* *********)

4/30/2013 - I had a voicemail message from**** ******. She thanked me for

 

my prompt.

Complaint closed.

 

________________________________________________________________________

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In the past 7 years I have had issues with someone coming out to read my meter. At first it was because we were trying out fencing for our dogs and I understood that they couldn't read it with them loose due to an electric fence or a regular fencing where the meter was. We dealt with that for only 1 year but then decided to put 1 dog in the garage and the other on a chain tied to a tree. Ever since I have notified Consumers energy about this and the past few years they still are not reading my meter until I complain and then I get his with a bill of at least $300 or more. In the past they have told me that their policy states that they can do up to 6 months of meter estimates but come the 7th one it has to be an actual reading. They have not been doing that. At times they will do an estimate and my bill will come to $30 and that is impossible when I have a family of 6. I have also had my business given a meter reading estimate of $0 when there has always been usage prior to that estimate. How can a business have a reading of $0 when we are open? Whoever is reading the meter in my are is plain lazy or consumers is under employed for meter readers. I cannot continue to have them use my dogs as an excuse when it isn't a problem. I will not tolerate this when I have such a large family and young kids and cannot afford to pay these large bills or have to pay extra every month to catch up. This is not called for and I will continue to complain every time it happens.

Desired Settlement: I want Consumers to follow their own policy and do some real estimates when they do an estimate. I want them to take off the issue about the dogs and stop using it as an excuse because there is no problem with the dogs. I also want someone out here to read my meter by May 7th, as they state my next reading is to occur. If they are not going to read my meter then I will do it for them and they can put a credit of $10 on my bill every month.

Business Response:

04/26/2013 14:34:31 ***** ** ***** *********2:22 pm - I called and spoke to Ms. **** ****** regarding her concern

about estimated meter reads. She indicates that she has two dogs, one who

is tied to a tree in the back yard and a second dog with a broken pelvis

that is either in the house or the garage. She is unable to tie him up

because of the broken pelvis. She feels our policy of not attempting a

meter read if we are unable to see the dog tied up or fenced in, is

ridiculous.

I told *** ****** I understood her concern, however we have this policy in

place to protect our meter readers as no one can predict what a dog that

is frightened may do.

I explained to *** ****** that for situations like this, we offer the post

card program, where we would send a post card to the home a few days

before the meter read. She could then read the meter, and mail in the post

card or report the read over the phone or internet and have accurate

billing. *** ****** feels that if she is paying a monthly system access

charge, which is supposed to cover meter reading, she shouldn't have to

read and report her monthly meter read.

Ms.****** asked why one of our employees would have told her to contact

the Better Business Bureau (BBB) if it wasn't going to help regarding this

issue. She states that one of our foresters was at her home last summer

regarding some tree trimming, and when he was asked about this issue, he

told her to contact the BBB.

Ms.****** had to excuse herself from the call, stating that she had to

pick up a child from school. I told her that I would do some further

review of the account and get back to her on Monday afternoon, April 29.

04/29/2013 11:06:53 ***** ** ***** *********

11:05 am - I called 517-648-2735, and got a voice mail message that

confirmed I was calling the correct phone number. I left my contact

information, requesting a call back.

04/30/2013 12:58:48 ***** ** ***** ********)

Yesterday, 4/29/13, I received an email from ***** ***** in meter reading.

He does not recall calling or speaking to this customer, but indicated

"send me the address and phone number and I can make sure we call prior to

going to the premise."

Our last read on the actual scheduled read date was 4/10/12. We did

schedule and get a reading on 8/31/12 at the customer's request. Reason

for estimates has been noted as "dog". Notes for the meter reader indicate

that the home is back off the road, aggressive dog, 2 dogs.

1:04 pm - I called 517-648-2735, and once again, got a voice mail message

that confirmed I was calling the correct phone number. I left a message

with my contact information, requesting a call back.

________________________________________________________________________

05/01/2013 11:33:07 ***** ** ***** *********

10:49 am - I called 517-648-2735 and received the same voice mail message

that I received on the previous two phone calls. I left a message

indicating that I have been in contact with our meter reading department,

and they are willing to call the home prior to meter reads and that if

this is unacceptable or we should call a different phone number to please

call me. I indicated that I would be sending a letter by mail with the

same information, and I also provided my contact information.

I have sent an email to ***** ***** in meter reading, with the customer's

address and phone number asking that we call before reads.

I am sending the following letter to the customer for closure:

May 1, 2013

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

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

I have been assigned to resolve your concerns regarding meter reading, but

I have been unable to reach you by telephone after our conversation on

Friday, April 26.

I understand you disagree with our policy regarding meter reading and dogs

on the premise. Our policy is that if the meter reader is not able to see

that the dog(s) are fenced or tied up, for their safety, they will not

read the meter. It is noted on your account there are 2 dogs here, which

you confirmed to me over the phone last week. I understand that one of

them is not physically able to be tied up due to a medical condition, and

because of that, our meter reading department has indicated that they are

willing to call the home prior to the meter read. If you prefer that we

do not call the home, please contact me using the contact information

below.

I understand your concern and frustration when it comes to not receiving

accurate bills, and this is why we have alternate plans in place to cover

situations such as this. We discussed the following options when we spoke

last week. You can read the meter yourself each month, and report the

read to us using the automated system over the telephone or via our

website at ************************ We can also enroll you in our post

card program, and we would send to you each month, a reminder post card.

You can enter the reading on the card, and mail it back to us, or you can

also call it in or report it on the website.

It is my hope that this information will help resolve your concerns.

Please feel free to contact me if you have any further questions or

concerns. At this time, I have closed your inquiry.

Sincerely,

***** *****

Customer Care Representative

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

COMPLAINT RESOLVED 05/01/13

________________________________________________________________________

Detail item 0001

Problem

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Consumers energy shut off gas with no notification. They claimed to have called us prior but we received no call. We did not receive mail due to travel. We immediately paid the bill in full and have not had service returned. We were not given any timing for return of service, other than that it would "likely be within 24 hours", and instructed that an adult must be present. So, we were forced to stay in the house, with our children and no heat. When I called to ask when they might return service, they could not give me any indication of timing whatsoever. A supervisor told me that "I can take the infant to a warm place" - gee thanks for your permission, doctor - yet they would not even call the dispatcher to get an approximate time for resolution.

Desired Settlement: Turn on the heat.

Business Response:

04/25/2013 16:17:18 ******* ** ****** **********

Credit history:

On 3-27-13 a shut off notice was sent in the amount of 208.87.

On 4-2-13 a phone contact was made.

On 4-10-13 an intent notice was sent.

On 4-23-13 the service was disconnected for non-payment. Total due to

restore the service was 343.87 = 208.87 shut off + 85.00 security deposit

+ 50.00 reconnection fee.

On 4-24-13 an order was issued to restore the service at 17:41.

The service was restored on 4-25-13 at 12:40.

I spoke with Mr. *** today. I provided him with the credit history on the

account. I apologized and explained we are unable to provide a

restoration time. I explained once an order is issued the service should

be restored within 24 hours.

Mr. *** was unsure of what he should do, go someplace else for the evening

or wait. He was hoping someone could give him an idea if we would be out

that night or the next day, that way he could make a decision if he wanted

to take his family to his mother-in-laws for the evening.

I apologized and explained we are only able to advise the service with be

restored within 24 hours. I mentioned we could of suggested scheduling

the reconnection order for today so he could have went to his

mother-in-laws for the evening.

Mr. *** thanked me for the call.

4-25-13  CAR Closed

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/30/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I'm currently enrolled in the auto pay program for consumers energy and have been paying my bill on time every month. Normally my bill is around $150 in the winter, however this month my bill was $841.23 which is dramatically higher than it ever has been. The month before I paid a consumers enery bill that was $343 which was very high, however I paid it thinking this was a catch up bill for some of the gas I had used this winter. I have hig efficency appliances in my house and my bill has never exceeded $200 in the past 4 years I have lived here. When I contacted consumers energy about this I spoke with ******* and she informed me this was a catch up bill because the meter could not be readdue to a dog in the yard. I work from 7:00 AM to 6:00 PM every day so there's no reason my dog would have been outside and therefore no reason an actual meter reading could not be performed. Furthermore, I believe the consumers employee who read my meter may have not been accurate in his meter reading as I was never provided notice that consumers had read my meter or needed to perform a catch up bill.

Desired Settlement: I' requesting a full refund of $841.23 because I should not be responsible for an employee of consumers energy not performing their job on a monthly basis and reading my meter. Furthermore, they lied about a dog being in my yard because I work all day and I know my Gas meter is normally read every month around noon and my dog is locked inside my house at this time while my gas meter is located outside of my house.

Business Response:

***** **** - **** **** **** * *** ******** *** ******

Account was estimed and coded as "dog" from October 30, 2012 thru March 4,

2013. Actual reads were obtained on 10/3/12 and then again 4/2/13 and

then electric billings were adjusted on 4/5/13 back to last actual.

On 4/15/13 CSR requested reversal of the $841.23 RCCPayment on 4/8/13 due

to the catch up from estimates and indicated was going to set up a 6-month

payment arrangement for the balance.

Reads on 4/2/13 of 18295 elec and 2290 gas. I scheduled an order for

Thursday 4/18/13 to confirm the reads.

04/17/2013 08:52:22 ***** ** ******** **********

I sent an email to **** *****, Meter Reading asking him to verify with

meter reader the specifics of these estimates so that I can follow up with

customer.

04/17/2013 10:53:16 ***** ** ******** **********

I dialed ************ on 4/17/13 at 10:53 AM and spoke with ***** ****. I

advised him that I received his inquiry filed with the Better Business

Bureau and that I am checking into the situation and will call him back

either later this afternoon or tomorrow.

04/19/2013 15:30:09 ***** ** ******** **********

Reads taken on 4/18/13 of 2338 gas and 18597 elec which confirms that the

reads used for the catch up bill on 4/2 are accurate.

I dialed ************ on 4/19/13 at 3:30 PM and spoke with ***** ****. I

advised him that we did double check the meter reads to make sure the

catch up bill was based on correct reads and the billing is correct in

that aspect. I told him that I am still waiting to hear back from the

Meter Reading Supervisor to find out if the meter reader can recall the

situation with the dog(s) to have estimated the bill for 5 months. I

again confirmed with ** **** that his dog would not be outside during the

day if he is not home and questioned him if there was possibly a neighbor

dog that ran loose daily. He said that there was a dog running loose

about a year ago but those people have moved and that should no longer be

an issue.

** **** stated that once he sees the credit back for the auto payment and

can set up the arrangements he will be satisfied but not 100% because he

can't guarantee this won't happen again. I told him that is why I am

still following up with our Meter Reading area, to see if there is

something that needs to be address so that this does not happen again. **

**** is satisfied that I will get back with him again on Monday and

hopefully at that time I will have feedback from meter reading as well as

see the reversal of the payment for $841.23 so that we can set that up on

a payment arrangement stretching up to 5-6 months as needed instead.

04/22/2013 08:15:34 ***** ** ******** **********

Per email on 4/22/13 at 8:15 AM from **** ***** (Meter Reading

Supervisor):

I left voidemails on Friday, Saturday and Sunday with my number in Flint

so customer can call me back.

I was able to make contact with ***** this morning. He was in Texas over

the weekend which is why I could not get in touch with him. To address the

issue of the estimated meter reads, here is what we agreed to-

I will make sure that the reader knocks on his door on a monthly basis

(other than scheduled estimates). In turn, he is aware that our reader

needs to make sure the dog is not loose in the yard and is contained in

the home. Also, he will keep my name and number and call me should he have

any read issues.

Thanks much!

**closed

4/22/13**

 

 

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 9505840, 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:

After further review of my credit card bill I had initially seen the charges  $841.23 removed on 4/17 and I thought this case could be closed.  However after checking my credit card charges again I saw consumers had charged me $841.23 again after they agreed to remove the charges.  This is not a closed case until consumers can get their billing correct.  They still need to remove the Charge of $841.23 from my account before any payments can be made and this case can be closed.

Regards,

***** **** 

 

Business Response:

04/23/2013 13:47:15 ***** ** ******** **********

The recurring credit card payment of $841.23 was reversed on 4/16 but a

temporary stop was not issued, therefore, the same payment was taken again

that night.

I put thru a request to Direct Pay to reverse this again and put a

temporary stop on Direct Pay until we are able to work with customer on

this catch up bill.

04/23/2013 13:55:12 ***** ** ******** **********

I dialed ************ on 4/23/13 at 1:55 PM and left a voice message for

***** **** apologizing for the continued problem with the automatic

payment and indicated that I have again requested it be reversed so that

arrangements can be set up. Asked him to contact me so that I will know

what type of arrangement he has in mind and can set that up once the

reversal has been done.

04/24/2013 09:18:56 ***** ** ******** **********

I spoke with ***** **** on 4/24/13 at 9:18 AM and explained to him that

because his account is set up on the recurring card payments, once the

$841 is placed back on the account as a debit, it will automatically be

resubmitted that same evening for payment unless his account is

de-enrolled from the auto-pay. ** **** asked if we could remove him from

that plan and then set up the arrangement for him to pay $200 a month PLUS

current bills to start the end of this week and then he is aware once the

arrangement is paid off, he can just go into his online account and set up

the autopay again.

I apologized to ** **** for not catching this when I originally talked to

him and advised that we will get this all taken care of for him today. He

thanked me for contacting him.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband has an automatic withdrawal account set up with Consumers Energy. Recently, the card and acct. needed to be changed due to some possible credit card fraud. My husband tried to change all accts associated with the card, but he somehow missed this one. Yesterday, we received a bill stating that not only did we need to send in the amount due, but if we did not do this within a few days (5 days) our electricity would be cut off and then we would need to pay $130 in fees - one to get the acct turned back on and a late fee.How can a business get away with this when the country is hurting so. Both my husband and I have taken a hit at our place of employment - loosing pay but not hours. Are monopolies like Consumers Energy allowed to do this with no repercussions from people like yourselves to keep them straight with the people that they do business with?? They even have commercials on TV bragging about how they want to help the people of Michigan in getting the best deal for them and to help them with their bills and to get the best deal for them with their company.Hypocrites!!

Desired Settlement: A response from one of your representatives about this complaint and a letter from the BBB confronting Consumers Energy with this course of business with the people that they do business with - their customers.

Business Response:

2/25 and 2/26 CE attempted to deduct payment of $238.07 from credit card

on account. Both payments were declined.

Bill due date 3/18/2013

3/27/2013 Turn off notice was issued $238.07

4/2/2013 mid cycle call

Called number listed on account and voicemail picks up and says the

mailbox is full and to call back later. Called at 2:20PM

04/15/2013 09:46:11 *** * ******* **********

Called number listed on inquiry again today and the voicemail is full

again. Called at 9:46 AM

04/16/2013 15:29:07 *** * ******* **********

I have not been able to get into contact with the customer. I sent the

following letter.

April 16, 2013

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

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

South***** ** **********

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

Dear ******* *******

I recently received an inquiry placed with Eastern Better Business Bureau

regarding a recent disconnection notice. Unfortunately, I have been unable

to reach you by telephone.

I apologize for any confusion or frustration our billing process may have

caused you. Our billing process is the same for all customers regardless

of their payment history. Your bill was issued on February 25, 2013 and

due on March 18, 2013. Consumers Energy attempted to deduct your payment

on February 25 & 26. We allow 5 days after the due date for mailing time,

however after the 7th day if a payment has not been received a shut off

notice is issued. This collection process is regulated by the Michigan

Public Service Commission.

We do offer several payment plans to struggling customers that are not

able to make payments in full.

Please feel free to contact me at ************* extension **** or

************ if you have any further concerns or question regarding this

matter. At this time I have closed you inquiry.

Sincerely,

*** *******

Customer Care Representative

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

Closed

 

inquiry 4/16/2013 *********

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This complaint involves customer service issues, contract issues and billing issues related to the consumers energy appliance service plan ("ASP"). The customer service issues are related to response to time to attempt to service my washing machine of almost 8 days after two missed appointments by consumers energy. Then being told that the parts have been ordered and should arrive for replacement within 3 to 5 days. Then the next day receiving a phone call stating that the repair was denied (almost 2 weeks after original service call). Telephone conference with customer service rep who attempted to give me a month discount on my bill only if I would renew my contract even though they could not fix my refrigerator and denied coverage on my washer.Consumers Energy was unable to repair my refrigerator and pursuant to the terms of the contract, they are to provide a refund of the contract price. Consumers was sent a demand letter on March 1, 2013, asking that my ASP plan be cancelled and my bill be credited $335.88 for the contract price as indicated in their contract. I have not been credited nor has the ASP been terminated and they continue to bill me for this plan.

Desired Settlement: Refund in the amount of $335.88 for 1 year of the contract as stated in their terms and conditions and terminate the contract immediately and cease billing me for continued services on my energy bill.

Business Response:

*** received email from **** ********, Service Supervisor. He will be

reviewing the orders and contacting ** *****

04/18/2013 08:07:22 ******** ** ****** **********

Resolution email was received from **** ********:

I talk with this customer this morning. He had several issues. I have

addressed most of them. This is how it started. ****

!. CE had the call scheduled and committed

2. When they could not make the commitment they send it to a contractor

3. The contractor could not either and rescheduled for the next day. The

customer was not happy. Could not figure out why CE would not call him.

CE does everywhere else except Royal Oak

4. Contractor came the next day and told the customer they had to order

parts

5. Three days later the customer called contractor because he never heard

anything. Customer was told parts were on order and would be in within 3

to five days.

6. Contractor called back the next day and said the repair was denied.

Customer was upset because this had happened to him on his refrigerator.

7. It was denied because the cost of repair exceeded the value. But it

was only by $18.00. The contractor never check to see if we would fix it.

8. It would of made our calculations if we would of used the customer age

and price paid. We would of repaired it. The contractor should of called

when he realized it was so close and the customer was upset at his 6 1/2

year old frontload washer.

9. When the customer called in he was rudely handled by the call center.

He said it was a supervisor he spoke with.

Resolution

1. I CALLED THE CUSTOMER ON 04/17/2013 AT 8:40 am. I went over

the complaint with him. He was very easy to deal and talk with.

2. I apologized several times to him.

3. I agreed to reimburse him what we would of paid for the repair

to the contractor. Which was $494.00. He was very happy with that. He

said he would fax it to me at my office a copy of the invoice where he

purchased a new washer . When I receive it I will process and send it in

for reimbursement.

4. I also told him I would send him a $25.00 gift of energy for

the trouble. He was very thankful. I will send in a request to *******

******* to process this

5. I again apologized for all the issues and the rudeness he

received

6. I also told him I would look into his refrigerator issue.

Which at this time I have not but will tomorrow.

How it could have been prevented.

1. We should of meet the commitment or called him when CE could

not make it. Royal Oak is the only one that does not do this.

2. When it was sent to the contractor. They should of called us

and told us they could not of made it.

3. The contractor should not of taken three days to check the

cost of parts.

4. The contractor should of never told the customer the parts

were on order and would be in.

5. The contractor should of called CE and let them know the

customer was upset and it was only a matter of $18.00. Most of our

contractor would of just repaired it at the allowable cost without

upsetting the customer.

6. I will review this with management and find out what action he

wants to take with the contractor (********) This has been an ongoing

issue with this same contractor

04/18/2013 08:08:31 ******** ** ****** **********

*** closes per contact with ** *****by* ******* and Service Supervisor

**** ********. Customer is receiving replacement cost for his washer, and

a $25.00 gift of energy from the service department for miscommunication

and perceived rudeness. ** *****has ** ********* contact information, and

is satisfied by resolution of the "washing machine" repair issue.

*** closed effective 04-17-13

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/24/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: With Consumers Energy I set up a weekly payment plan for my account. This feature is available through the companies "eservices" account feature. The arrangement was set up to collect 4 weekly amounts directly from my checking account. The 1st payment had processed several days after the plan had been initiated. After that the automatic payments had stopped. I then contacted customer service and they informed me that there hadn't been any such payment arrangement despite my argument to the contrary and informed this representative how easily the payment plan is to setup on my account. She then informed me that despite me having set up a payment plan it was then void because a new bill had been generated for my account. I then made an inquiry as to why my current bill for March was higher than the previous month with February only having 28 days in the month i would have expected my energy to be lower. She then informed me that it was an estimate of my usage for the month and that there hadn't been an actual meter reading for my usage.

Desired Settlement: I feel consumers energy has purposely misled me and has been loopholes by which they're ably to maximize profit based on very stringent policies that benefit them.

Business Response:

03/15/2013 10:47:26 ***** ** ***** Reviewed account. Customer initiated an installment plan on 03/02/13 and also created a PON (pay over net) payment at the same time for the 1st payment of $50.00. The system doesn't allow for auto withdraw unless you initiate each payment.  The arrangement was for $50.00 each week beginning 03/02/13 with the final payment being $51.84 on 03/23/13

New arrangement set up today 03/15/13 by customer service for a total of $374.70. Arrangement is for $96.00 weekly beginning on 03/22/13 and ending with a payment of $86.70 on 04/12/13.

Customer started service on 08/20/13 and there has only been one estimate do to meter reader not available so no attempt was made.

***

Called *** ****** at ************ got voicemail. Left message to call me back.

03/15/2013 16:09:41 ***** ** *****

*** ****** returned my call. He explained that when he set up his payment arrangement he thought it meant that we would automatically extract his payment each week. He said the system showed him that. I explained to him that the system showed him that he agreed to pay such and such an amount each week, it doesn't state on the screen that it will be automatically deducted each week. He would need to go in and initiate that payment for each week just like he did the first payment. He said that is not what is implied. I again advised that there isn't anything on there that implies his payments would auto deduct.  After going over this several times I then confirmed that he had set up a new arrangement with customer service. I explained that if he wants to pay those over the net that is fine however he will have to initiate each payment.  We then discussed his estimated read. I apologized and explained that we do our best to read his meter each month however I can't promise we won't have an occasional estimate such as this. I advised him to call us if he has an estimated bill and we can have him read the meters and adjust it if necessary. He feels that we are over charging him and that his usage should be lower because he is cutting back because our rates are too high. I explained that the estimates are based on previous history there and unfortunately he has only been there a few months so it is based on previous usage before he moved in. I advised I would be happy to make an adjustment if he wanted to read the meter. After going over this again I advised there have been 2 estimates at this address in the past year and only 1 since he moved in. I advised him to call me direct if he got an estimate and needed an adjusted bill. He said ok and ended the  conversation.

03/15/13 closed complaint.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/15/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Please find the previous letter sent to Consumer's Energy explaining my complaint. The matter remains unresolved, and now my credit record is being threatened.September 25, 2011Consumers EnergyLansing, Michigan Ongoing dispute of service chargeTo Whom It May Concern:Again this month, and consecutively for the past six months, I have pursued a resolution to a one time charged of approximately $1,700 assessed against my account #xxx. Enclosed you will find my account statement as of 2/18/11 showing an amount due of $18.90 which was paid. This statement also illustrates monthly usage dating back to February, 2010 based on actual usage. In March, 2011, the aforementioned charge was assessed against my account, and following several telephone calls and inquiries, not a single person, including billing management, has been able to tell me what the charge was for. I am continually promised a call back to get immediate resolution to the matter, but I have not yet received any follow-up. Also included is this months statement showing usage for the past twelve months. Combined with the statement dated 2/18/11, the cost of electric usage over the period is less than the one-time charge assessed in March, 2011. I continue to make payments for my monthly usage, but will not pay for the unexplained charge or the resulting late fees. PLEASE RESOLVE IMMEDIATELY!Furthermore, I WILL NOT CALL your customer serviced line regarding this issue since I simply do not have time. Each call I make takes not less than 30 minutes. I repeatedly get placed on hold and passed off to individuals who are unequipped or inadequately trained to resolve a simple billing issue. Not a single person, INCLUDING MANAGEMENT, has been able to tell me what the charge is for??????Finally, a copy of this letter will be sent to the Michigan Public Service Commission and the Better Business Bureau. Impatient,

Desired Settlement: Removal of the unexplained amount from my bill, restore electric service to my residence at my request without charge, explain why no employee can tell me where the charge originated, why my outstanding credit record is now being jepordized by Consumers, and I would like for this complaint to be sent to the agency responsible for taking the annual customer satisfaction survey on behalf of Consumers(the agency that compiles customer satisfcation necessary to implement rate hikes).

Business Response:

03/09/2012 15:17:29 ******** ** ****** *********)

*** opened to review and remark in process on 03-08-12. re-entered same

information today, 03-09-12. The prior bill complaint had addressed with

Mr ******** by telephone the exact source of the transfer, which had been

thoroughly reviewed with him by the Fraud Investigations Department. He

was mailed itemized statements for both his personal residence and the

rental property from which the bill originated.

03/09/2012 15:56:35 ******** ** ****** **********The account at **** ***** **** *******, is coded to show sealed for

nonpay, 11-21-11 at 12:04 PM, with a sidelock.

Excerpts from Bill Complaint #***********02/23/2012 15:04:39 ***** ** ******* *************** ******* said she spoke with the customer and he was aware of the

transfer. On February 22, 2011, $1,549.00 transferred from CA************* ***** *********** ********** **** **** **** ** ****** ******* ***** *** **CA#************ ** **** ***** ****** ******* ***** ***** ********** *****There is a social security number on the account at the ****** ******address but the account for the***** ***** *******doesn't have any ID on it. I did run an Experian report and it does show

*** ** *** ******* ****** which is the mailing address on both account.

03/09/2012 16:02:43 ******** ** ****** **********02/23/2012 16:01:15 ***** ** ******* (********)

I called and spoke with Mr. ******** today. He thought we had transferred

his tenant's bill onto his bill. I explained that the $1549.00 was coming

from his account at ****** ******. He said he has been trying for a year

now to get this information. I explained this transferred was spelled out

on his bill with a due date of April 14, 2011. He wanted to know how I

could so easily see this and no one else could.

03/09/2012 16:03:53 ******** ** ****** *********)

I explained it shows on the bill. He was very difficult to speak with,

always interrupting and speaking over me. He said he always pays his

bills. He verified he was the owner of both addresses. He did have a P* **** ***** ***** ***. He said he lives ** *** ** *** ******* ****** and

has for many years. I explained that our fraud department did speak with

him a year ago before transferring the bill.

03/09/2012 16:05:09 ******** ** ****** **********He wanted to have copies of the invoices. I explained that I could send

him an itemization. He also wanted an itemization for *** ** ********** ******* ***** ******* notes that those itemized statements were mailed in February, 2012, by

********** Consumer Affairs.

03/09/2012 16:30:57 ******** ** ****** ************* reprinted the itemized statements from **** ***** **** ******** **,

where the monies transferred in, and *** * ********** **** ***** *** *********** *** *** **** * ****** **** ***** *** (attachment B). The

transfer amounts and dates are highlighted, with handwritten reference to

the attachment page from which the bill originated.

This may provide a more easily followed record of the balances which were

combined under the address **** ***** **** *******, when they remained

unpaid after their due dates.

03/09/2012 16:42:22 ******** ** ****** **********Comments 11-30-11 by ******** of Customer service indicate that an offer

was made to reconnect the service at **** ***** **** ******** **, after

the seal for nonpayment. Mr ******** indicated he would "let us know"

when he wants it back on.

RE: Payments at **** ***** **** **** 6 months:

12-12-11 $ 3.02

11-28-11 15.75

11-09-11 17.98

09-27-11 20.16

08-09-11 100.00

Remaining balance due: $1,833.88, original due date 12-23-11.

04/04/2012 14:13:05 ******** ** ****** *********)

*** notes: $1,549.00 was transferred from **** * ****** **** ***** *** on

02-22-11, to the account at **** ***** ***. That amount was part of a

unpaid account balance on ******, including transferred in amounts of

$826.08 on 12-03-10, $70.86, gas, 12-28-10, and misc: $18.35 on 12-28-10

($915.29).

After the $1,549.00 was transferred to *****, one payment of $337.25 was

made on****** Ave, $337.25 on 02-20-12, leaving the final bill balance of

$25.83, only, unpaid. That amount transferred out on 02-23-12, leaving the

final bill balance at zero.

04/04/2012 16:05:41 ******** ** ****** **********Several hours were spent in research to verify the transferred in amounts.

Mr ******** appears to own or did own rental properties, some of which

reverted to his name between tenants and one of which may have had

unauthorized use which was billed to him by the Fraud Investigations

Department as noted in the prior closed complaint. Property owners are

responsible for utility use at their premise, even if a tenant was on site

but had not placed service in their name. Call to Mr ******** was not

answered. If no response by 04-09-12, a letter will be sent.

04/09/2012 09:51:04******** ** ****** ********** *** also forwarded an information request to *******, Fraud

Investigations.

04/09/2012 10:54:33 ******** ** ****** ********** ** ****** is not in today, but historic remarks do confirm that *********also of Fraud Investigations, spoke with*********** ******** who

confirmed that he owned the rental property and accepted responsibility

for the unpaid charges.

*** also consulted with *********, the representative who spoke with

"*****" ******** under the prior closed inquiry in February, 2012. It

appears that the inquiry to the Better Business Bureau was made at

approximately the same time, although it was not received in Consumer

Affairs until a month later, one March 8, 2012. Therefore the following

letter was mailed in closure:

04/09/2012 11:13:54 ******** ** ****** *********)

April 9, 2012

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

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

Dear Mr ********:

I am sorry we have not spoken directly by telephone, though voice mail

messages were left at your contact number ************* most recently on

April 4, 2012. You had originally filed an inquiry in February, 2012, and

at that time spoke with*** ******* of the Customer Experience and

Operations area. She explained the originating address of the bill

transfer, and mailed you itemized statements showing the account history

of both **** ***** ***** *** **** * ****** *** ** ***** **** ***During your phone discussion, you confirmed ownership of the properties

and thanked her for explaining the address from which billing had

transferred. The inquiry was closed per your discussion. On March 8,

2012, another inquiry was assigned, referring to a contact with the Better

Business Bureau on the same concern. It appears that the two inquiries

have been resolved by your contact with*** ********The address at **** ***** ****** ******** *** remains inactive, pending

your payment in full. If you wish to discuss payment options, please feel

free to contact me at either number below.

Sincerely,

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

Customer Experience and Operations

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

04/09/2012 11:26:43 ******** ** ****** **********KMM closes per mailing of above letter, after phone attempts were

unsuccessful. This inquiry has been discussed with the prior

representative and comments regarding transfers were verified via historic

comments on Mr ********'s accounts. As a landlord, some accounts were

under "*****," and others were under "*****topher." The account on Totem

Trail remains inactive, and *** will discuss payment options when Mr

******** contacts after letter response.

*** closed 4-09-12.

________________________________________________________________________

Consumer Response:

 

From: ***** ******** ************************* Sent: Wednesday, January 16, 2013 8:29 PM
To:**** *******Subject: Re: You have a new message from the BBB complaint #
********  

I am writing again to inform the Better Business Bureau that the complaint I logged one year ago has yet to be resolved.  First and foremost, however, I want to thank the BBB for its involvement.  I was contacted within day's by a representative of Consumer's Energy following my initial complaint with you.   

  

Regarding Consumer's Energy, I have yet to get closure to my unresolved matters, and I am finding the electrical service they are to be providing met damaging to my property and my financial position.  On June 22, 2012, I paid Consumer's Energy $2,690.26 to have them restore power to my property.  Since the property has an electric pump suppling the water, I needed to have power to my property for may family to utilize it.  The only way to restore power was to pay Consumers what they said I owed them.  I let the representative know I disagreed with the invoice, that I had been in constant disagreement with the invoice for the preceeding 16 months, that Consumer's had yet provided me any specific detail as to the origin of the charges that mysteriously were "transferred" onto my account in January, 2011.     

I paid Consumer's under the understanding with the representative that the matter would get resolved.  Unbeknown to me at the time, the representative assigned to me was retiring and did so prior to getting final resolution.   

  

My power was restored after paying Consumer's on June 22, 2012, however, it was disconnected again on August 4, 2012 resulting in permenant damage to both my refriderators.  Consumer's in in agreement that no bill was ever sent, provided no notification of potential power disconnection, and to date, has not provided any detail supporting the amount "transferred" to my account resulting in my payment of $2,690.26.   

  

The representative I've been dealing with at Consumer's Energy informed me Consumer's has implemented a new billing system recently and that may be responsible for the errant "transfer".  Consumer's has refunded me $430.28 for late fees, however, the company's representative assigned to my "case" refuses to provide the "archived" specific billing detail for the remaining $2,690.26 nor will they pay for the damaged refridgerators estimated at $2,000.   

  

I cannot believe a company as large as Consumer's does not have the capability to resolve this matter.  They have my money; they have disconnected my power without notice.....again.....and they are "very busy with other cases" and unwilling to resolve this 2 year old matter.  I have requested Detroit Edison provide me electric service, unfortuneatly, I have been told that is not an option.   

  

Any assistance you can provide in this matter is greatly appreciated.  Each call to them consumes at least 15 minutes with some call's having a duration of over an hour.  The time I've wasted and abject frustration trying to resolve this matter exceeds the $2,690.26 I paid to have my power restored.   

  

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

Business Response:

This is the 4th complaint on the same issues filed by ** ********. His dispute is with former tenants, and he was referred to his

home owner's insurance as well as the Damage Claims Department of

Consumers Energy in the prior complaint as well as by ** ****** under the

current concern.

Detailed itemized statements with notes indicating source of transfers of

his unpaid final bills was mailed by three different individuals. Monies

were written off under prior complaint, and there is no remaining "credit"

or "adjustment" which needs to be pursued. If Mr *********feels that a

tenant was present for a billing period which was assigned to him as

property owner, that issue must be addressed with the then tenant.

Regarding the "damage claim," *** can send an inquiry email as to expected

date of resolution. This issue has been addressed in detail and will be

reclosed.

03/07/2013 13:19:02 ******** ** ****** **********KMM spoke with H*******, Claims Administrator. She was out of the office

today, but information and phone contact number were forwarded to her for

customer contact. She also received a summary of the reason for the

claim. She will let me know the end results.

03/07/2013 13:24:10 ******** ** ****** *********)

Additional information: * ******* reached ** ******** by telephone. He

will FAX to her the receipts and claim information. He has her name, cell

phone and FAX numbers for contact. (1:24PM, 03-07-13)

03/14/2013 12:32:57 ******** ** ****** ************* sent inquiry email to H *******, Claims Administrator, for an update.

03/14/2013 15:33:18 ******** ** ****** **********Ms ******* responded that ** ******** has not FAX'd the information to her

as he had stated. Please note: This is the same difficulty as the past

inquiries placed by Mr ********* He was given the itemized information

requested, but had not followed up with documentation required to assist

him regarding his damage claim.

*** closes per phone discussions between Mr *********and both Ms ******

and Ms ******* regarding his inquiry. If anything is received by Ms

*******, she will email this department and the log can be updated. There

is no hardship due to disconnection, as Mr *********had stated directly to

*** that he does not want the electricity turned back

 

on until summer.

*** closed 03-14-13.

 

________________________________________________________________________

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

3/13/2013 Billing/Collection Issues | Complaint Details Unavailable
3/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This payment was supposed to be for $83.00 the Shut off protection amount I need the additional non authorized amount refunded to my card, please. From: **************************** *** *** ******** ********* ****** authorized payment confirmation Date: Mon, 4 Mar 2013 01:21:27 -0600 Please note: This is an automated message and the e-mail address it originates from is not a monitored mailbox. If you have questions about this payment send an email to: https://customer.consumersenergy.com/scripts/rightnow.cfg/php.exe/enduser/home.php? This is an electronically generated acknowledgement of our receipt of your payment. Please print this message or save it on your computer. Here is your payment information: Account Number: Payment Date/Time: 3/4/2013 2:21:25 AM (ET) Payment Amount: $121.00 Fee Amount: $6.25 Method of Payment: **** ***** Card Number: *** Confirmation Number:******

Desired Settlement: This payment was supposed to be for $83.00 the Shut off protection amount I need the additional non authorizied amount refunded to my card, please.****** ******yPayment Amount: $121.00Refund $38 to Visa Debit

Business Response:

03/07/2013 10:19:14 ***** ** ******** **************** * ******* * **** **** **** - **** ******** ** *** *******Account was enrolled on Shut-off Protection Plan in December 2012.

Payments set at $83 per month.

Payment of $121 posted on 3/4/13 via EDS

03/07/2013 10:23:49 ***** ** ******** **********I dialed ************ on 3/7/13 at 10:23 AM and spoke with ****** *******.

I advised her that I was following up on her concern filed with the Better

Business Bureau in regards to her recent payment. I asked her if she

contacted the agency that took the payment to have them reverse the

original charge and re-process the payment for the correct amount. She

stated that she did call them back and spoke with a rep as well as a

Supervisor and they told her they could not reverse the transaction. I

advised Tamika that I will look into this and call her back.

03/07/2013 10:33:45 ***** ** ******** **********Sent email to PO Box: Electronic Payment on 3/7/13:

Customer claims payment that posted on 3/4/13 should have been for $83

(SPP amount) and not $121 and would like the difference of $38 refunded to

her**** *****Date processed: 3/4/13

Original Amount: $121

Refund Amount: $38

Confirmation#:********** ****** **** **** **** **** ***** ****03/11/2013 07:11:01 SUSAN M. SUCHECKI (SMSUCHEC)

I updated the email sent to PO Box: Electronic Payment on 3/7/13

indicating that customer couldn't remember which card she used, may also

be **** ***** **** **** **** **** if not the one on the original note

(this is the card# noted from her email which I received later in the day

on 3/7 from the Customer Service Department).

*****

I received an email on Friday 3/8/13 from our Electronic Payments

indicating that a reversal was processed to put $38.00 back on card ****

8399

03/11/2013 09:45:11 ***** ** ******** **********

I dialed ************ on 3/11/13 at 9:45 AM and talked with ****** *******. I advised her that we did process the request to credit her card

ending in 8399 for the $38 and at this point, it is just a matter of the

credit card company to process the credit.

** ******* is satisfied with the resolution.

**closed 3/11/13**

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,

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I would like to filea complaint on Consumers Energy,I've been a long time customer of the company and have not had any serious issues to report until yesterday. I was very distrub to come home from work and my service was disconnected for nonpayment. I'm a working mother who have a long payment history with this company with zero disconnection. I was very confused because a $100 payment was just made 3 day prior and surely I didn't think Consumers would disconnect over a balance of $145 when a payment was just made. I was in disbelief when informed they received my payment and still disconnected my service in the winter months with a child in my home. My home temperture reached 38 degrees during the night. Shortly after midnight I realized I was not able to use my nebulizer for my asthma treatments with the power disconnected. I have never been so upset because in my line of work I see my agency pays customers consumers bills that range from $1000- $10,000 so surely I was in rage my service was disconnected over $145 and I never received a phone call, voicemail or e-mail regarding my service. I wasn't aware that an agency can be so unconcern when one of their customers falls on a hardship but is actively paying their bill and have been for the last 15 years. Another thing that baffled me was the request to pay the reconnect fee of $50 when the customer was already struggling to pay the past due amount. Because the power was off my food in the freezer and fridge had to be thrown out. I'm a very disappointed customer and I wish there was other energy options in my area.

Desired Settlement: Refund the reconnect fee so Ic ould at least replace the food that was lost.

Business Response:

03/06/2013 09:41:55 ***** ** ******** **********

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

Credit/Dunning History:

- 02/06/13 05 - Mail Turn off Notice $245.32

- 02/12/13 10 - Mid Cycle Notice/Phone Call 1

- 02/19/13 20 - IDN Notice / Turn-off phone call 1

- 02/20/13 35 - Mail Intent Notice - Phone

- 02/23/13 PON payment created 9:24 AM for $50 on 2/26

- 02/24/13 PON payment cancelled 8:45 AM for $50

- 02/28/13 PON payment created 6:38 AM for $100 on 3/1

- 02/26/13 40 - Send to review for disconnect

- 03/01/13 payment $100 posted (leaving balance $145.32 on TF notice)

- 03/04/13 Turn off order field completed at 12:00 noon

- 03/04/13 Reconnect order issued at 8:36 PM and field completed on 3/5/13

at 12:10 PM

No contacts from customer to advise of payment plans or to set up payment

arrangements

03/06/2013 13:56:21 ***** ** ******** **********

I dialed ************ on 3/6/13 at 1:56 PM and spoke with ****** ********

I explained to her that we did receive her payment on 3/1 for $100,

however, a turn-off notice was mailed to her previously for $245.32. I

advised ** ******* that when she is not able to make payment on her

account by the due date, we ask that she contact our office to set up

payment arrangements to avoid this situation happening in the future. She

said that she didn't get any phone calls to let her know her service was

going to be turned off and she can't believe we would turn off service in

the winter when there are children in the home. I apologized to **

******* and reviewed with her that we did send her regular bill to her

which gave her a total balance owing of $468.52 which included her current

charges due 2/25/13. That statement also reflected a balance forward of

$245.32 which was at that time past due. I also advised that we sent the

turn-off notice and then made a phone attempt on 2/19 and sent an intent

to disconnect notice as well and none of the notices were returned to us

by the post office.

** ******* said that is what she was told when she called in as well but

she is not happy with our policy. I again apologized to ** ******* and

reiterated the importance of contacting us in advance if she is not able

to make her full payment by the due date so that we can note the account

for arrangements for payment and avoid future disconnection.

** ******* said thanks for calling and hung up before I could ask if she

needed arrangements on her remaining balance owing (with current bill due

date of 3/26/13) but since I already advised her that in the future she

should let us know if she can't pay the bill by the due date, I've covered

her responsibility.

**closed 3/6/13*

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/5/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: First.. Bill was estimated for a year didn't get a new read when property was bought, then an actual bill accumulated large balance. Got put on payment shutoff program. Sept payment was put on wrong account, would not reemberss payment to my current address , had to start new payment went from 275 to 296. they ended up refunding all the money that originally went to the other account and stopped me from having a 275 payment. My bill was 1300.00 then my bill comes and reads that my previous balance was 3800.00 only to find out they have a gliche in their system and I was told I did not have to make a payment till the bill was corrected. yesterday I recieved a shut off notice, I called because my bill still states I owe over 3800. when I know I owe 1300. I was told the gliche is still not fixed this months bills comming out will still not be correct. they don't know when it will be corrected, this is going on with NUMEROUS customers however they have failed to inform people about it other then the ones who have took the time to call in. basically stated they do not have a way of knowing how much people acutally owe and don't know when they will, however they still want us to pay monthly payments when the balance is not correct.OR they will shut off your power!

Desired Settlement: GET THIS ISSUE STRAIGHT they can jerk people around because we have no choice to leave them... I am finding out by the minute that this is an ongoing issue with all their customers.

Business Response:

02/19/2013 13:52:56 ****** ** ****** **********

2/19/13- I called ************ and reached a voice mail for ***** *******

I left a message including my direct dial number and office hours for

***** to reach me back at.

02/20/2013 10:19:36 ****** ** ****** **********

02/21/2013 08:42:05 ****** ** ****** **********

2/20/13-I received a voice mail from *********** stating she received my

voice mail and that she was returning my call. She asked that I contact

her back on her home number of *************

I called ************ and was able to speak with ***** ****** about her

account. She is very upset with Consumers Energy and the answers she

keeps getting about why her bill is incorrect and upset that we refuse to

fix it for her. She stated she has called several times for help and no

one is willing to assist her with the matter.

I apologized that she felt she was not getting any help from our customer

service department regarding the matter. I explained that there has been

an ongoing issue with the bill print images for customers that are on a

payment program such as budget plan, winter protection plan or shut off

protection plan. The balance forward and ending account balances on the

bills are not printing the proper amount but I assured her the balance we

have in our system is correct.

Mrs. ****** had called our customer service department on 2/18 and they

advised of the same thing and that her next bill that generated would be

correct (this would be the April bill since the march bill had already

processed)and they also applied a $50 credit to the account for her for

the inconvenience that was caused.

I advised that our billing department is going back and correcting these

bills and that the corrections started on 2/14. I advised that I

contacted our billing department on 2/19 and we had the correct bills

generated and I advised that I could mail those to her so she had them for

her records and she stated she did want those copies.

She stated it's been one thing after another with Consumers Energy

including issues she had last fall with us and a payment. She stated that

has all been taken care of but that this particular situation was

ridiculous and that if we had a known issue we should have contacted our

customers to let them know instead of making them call over and over and

giving a different story. I again apologized for the inconvenience and

assured her that since the problem was identified we have been working

diligently to have the matter fixed.

I advised that she is still on the Shut off Protection plan and that she

does owe her payment for February and then her new payment for March will

be due on March 13th. She stated she has already mailed the payment for

March. She asked about the turn off notice she had received and advised

that she cannot be without power. I advised that by cancelling the bills

it also cancelled the notice so there is no active turn off notice at this

time. She thanked me for calling and talking with her and I again

apologized for the inconvenience but advised if she had questions in the

future to please let me know.

COMPLAINT CLOSED 2/20/13

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:

WHen I called  the customer service in the first place  I was NOT given the same information that was provided as a response to this.I was told the bills were not and would not be corrected.The only reason mine was corrected so quickly is because of the complaints that I have filed. HOwever I have not filed these complaints only for myself but all consumers customers. I know SEVERAL customers that have had many un pleasent and  unprofessional sittuations occur with consumers, regaurdless they are a shaddy company that takes advantage of their 'valued' customers or 'prisoners because they can... I feel a public notification should be issued informing customers of this computer glich, also a public appology for the inconvience that I was told not only affected me and my account but also several thousand other payment plan customers.I exspressed this to **** ****** and was basically told they were not going to notify people. People should be made aware so they can check their bill and monitor or babysit consumers. LIke I stated in my complaint this is not the first issue I have had with consumers 50.00 is nothing to me.Consumers owes the public notification and an appology.

Regards,

***** ******

 

Business Response: Our position is not changing.  Closed

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/25/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was overcharged on my Consumers Energy Bill. I had gotten behind on my bill so I entered the Shut-Off Protection plan so I could get caught up by paying $195. per month. My January account Balance forward was $651.94 with energy charges of $178.57, so my ending account balance was $830.51. When I got my February Bill I was shocked, it said my Balance Forward was $1303.88, energy charges $200.78, Ending account balance $1504.66. I called & told them what had happened & the rude woman on the phone said "Oh yes, thats a mistake made on the paper bills customers. I told her I dont get paper bills, I get email bills but she ignored me & said it would be corrected. I recieved my March bill yesterday & it says Balance Forward $1287.45, energy charges $135.63, Ending Account Balance $1423.08. So they didnt correct it & I found out different friends have the same problem with their bills.

Desired Settlement: I want my bill corrected.

Business Response:

02/13/2013 10:02:28 ***** ** ******** **********

***** * ****** - **** **** **** * ***** ******** *** ********

SPP enrollment was initiated by customer via eServices on 10/24/12. When

payment of $90.00 posted, SPP was enrolled for $195 per month. Total

account balance after the $90 posted was $733.57 and first payment of $195

was due on 12/4/12.

*****

$733.57 plus $113.37 for usage 10/10/12-11/7/12 for total of $846.94

Payment $195 posted 12/4/12 taking balance down to $651.94

$651.94 plus $178.57 for usage 11/8/12-12/10/12 for total of $830.51

Payment $195 posted 1/2/13 taking balance down to $635.51

$635.51 plus $200.78 for usage 12/11/12-01/11/13 for total of $836.29

Payment $195 posted 2/4/13 taking balance down to $641.29

$641.29 plus $135.63 for usage 01/12/13-02/08/13 for total of $776.92

$776.92 is the reflected balance in our records, however, due to system

issues with the budget, SPP or WPP billings, the balance forwards are

incorrect on the bills. Starting this Thursday, our BTS group will be

cancel/rebilling back to November for accounts affected. Corrected

invoices will NOT be sent to customer but will be available in-house if

needed to view. All bills after this cancel/rebill process will print

correctly.

Bill messages are being developed.

02/13/2013 12:50:02 ***** ** ******** **********

I dialed ************ on 2/13/13 at 12:50 PM and received a message that

customer was unavailable. I left a voice message for ***** ****** to

contact me in regards to his concern filed with the Better Business Bureau

about his account.

02/14/2013 14:59:01 ***** ** ******** **********

I dialed ************ on 2/14/13 at 2:59 PM and received another message

that customer is unavailable. Left another voice message for ***** ******

to contact me in regards to his concern filed with the Better Business

Bureau.

02/18/2013 09:05:57 ***** ** ******** **********

I dialed ************ on 2/18/13 at 9:05 AM and again got voicemail so

left another message with ** ****** and stated that I will be out of the

office this afternoon, therefore, I will send him a letter via mail and

will also attach a copy of that letter and send via email to the email

address we have on file.

02/18/2013 09:18:58 ***** ** ******** **********

Sent the following letter for closure via US Postal as well as attached to

email and sent to cam66c@charter.net

February 18, 2013

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

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

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

Dear *** *******

I recently received an inquiry filed with the Better Business Bureau in

regards to the balance forward reflected on your account. Unfortunately I

have not been able to reach you by phone.

First of all, please accept my apology for the frustration over this

matter. We had a glitch with our billing and although the amount of your

monthly charge is accurate, the balance forward is incorrect. Our

Technical group is currently working on correcting this problem.

The breakdown of your account is as follows:

- $651.94 balance forward plus $178.57 for usage 11/08/12-12/10/12 =

$830.51

Payment posted 01/02/13 for $195 taking balance owing to $635.51

- $635.51 plus $200.78 for usage 12/11/12-01/11/13 = $836.29

Payment posted 02/04/13 for $195 taking balance owing to

$641.29

- $641.29 plus $135.63 for usage 01/12/13-02/08/13 = $776.92

Payment of $195 due 03/05/13

Our record does reflect the correct total balance of $776.92 and the

problem should be corrected before your next billing statement is

processed. At this time, I have closed your inquiry; however, please feel

free to contact me if you have further questions or concerns.

Sincerely,

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

Consumer Affairs Specialist

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

Fax ************

smsuc*******************

**closed 2/18/13

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/19/2013 Billing/Collection Issues | Complaint Details Unavailable
2/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: on December 12th of 2012 we sold our home and requested a final meter reading for our gas service. We sold the home and the new owners were taking immediate possession. Jan (first week) we called to request that our refund be sent. We gave the new address and she said it was processed and allow 14 days to receive. As of January 24th there has been no refund so we called again. Now to be told they never ordered the final bill and that it is "due" February 12,2013. That is a full 2 months after it is shut off and to not expect our refund for approximately 5-6 weeks. They are holding our refund with no expectations of sending it out. We have a new home without Consumers energy and need that refund to pay our current Heat bill. I asked for a Supervisor and was told quite RUDELY that there are none available to speak and they don't allow it anyway since there is nothing they will do. The company does not allow you to be late on a bill or else you get threatened and shut off late fee's however when they owe US $460.00 they won't refund until they are good and ready. I cannot get a hold of anyone that will tell me anything different except nothing they can do. We need our refund to pay for propane heat. What would you advise?

Desired Settlement: We want a full refund of our credit amount

Business Response:

01/25/2013 07:03:13 ******* ** ****** ********** Phone ********** *

Service at **** ********** ****** was enrolled on the budget plan and

billed 11/2/2012-12/5/2012 $112.23, leaving ending account credit balance

$460.50. On 12/14/2012 new party called requesting service; therefore

forced move out created. Account was not final billed. On 1/4/2013 a

refund request was created but not approved because account did not show

final bill. On 1/7/2013 ******** sent note to Customer Billing to create

final bill. The account was final billed 1/19/2013 leaving a remaining

credit balance $422.13. The due date of the bill indicates 2/12/2013 and

because account was enrolled on the budget plan the earliest refund date

would be 2/26/2013.

Sent email to Treasury to process a manual payment to refund $422.13 to

customer.

01/25/2013 13:51:20 ******* ** ****** ********** Phone ********** 0

Received email from ***** **********: The account was debited for a

manual check request. This check will be processed through Accounts

Payable instead of the CCS module. We should be able to get a check

number from them once all the approvals have been completed.

Sent email asking if there is a way to check on the status or speed up the

process.

Received email from ***** **********: It#s on the desk of the approver

now.

01/30/2013 07:18:16 ******* ** ****** ********** Phone ********** 0

Sent email to ***** ********** requesting status of refund

01/30/2013 07:51:18 ******* ** ****** *********) Phone ********** 0

Received email from ***** **********: The check was mailed out on Tuesday.

01/30/2013 11:12:50 ******* ** ****** *********) Phone ********** 0

Left voice mail message at 248-969-1663

02/04/2013 14:02:30 ******* ** ****** *********) Phone ********** 0

Spoke with *** ***** and advised her the refund check for $422.13 has been

processed and was mailed January 29, 2013. *** ***** indicated as of

Saturday, they had not received the check. She is going to check the mail

and call back this afternoon.

02/06/2013 10:08:13 ******* ** ****** ********** Phone ********** 0

Left voice mail message at ************

02/06/2013 11:58:04 ******* ** ****** ********** Phone ********** 0

Received voice mail message from *** ***** indicating they have not

received the refund check.

Sent email to ***** ********** advising customer says they have not

received the refund check.

02/07/2013 09:23:07 ******* ** ****** ********** Phone ********** 0

Received email from ***** *****: Check #********** has not been cashed.

Please verify address below and advise if I need to resend. **It has only

been one week and usually we reprint if a check is lost for more than 2

weeks.

Sent email to ***** *****: The mailing address is **** ******* ****,

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

Received email from ***** *****: Sending duplicate check to address as

requested.

I will follow up with customer to make sure check has been received.

________________________________________________________________________

Consumer Response:

From: **** * ************************* Sent: Thursday, February 14, 2013 9:56 AM
To: **** *******
Subject: Re: You have a new message from the BBB complaint #********

 

The check has now been recieved 

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/13/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: in December I had made a payment arrangement with Consumers Energy where I paid 75 dollars biweekly until the balance was gone. In late January, one of the payments, according to consumers Energy, was 3 days late. Consumers Energy cancled my payment arrangement without notifying me of anything, even though I continued to make payments. Today, February 5th, they shut off my power. The person that shut it off, who I managed to catch as she was walking back to her work truck, said that it was because I hadnt paid my bill and to read the information she stuck in my door. I called Consumers Energy asking for an explanation and they told me about how the payment arrangement was canceled . I asked speak to a supervisor and they said one would call me back in a couple hours. I asked that my power be turned back on and they said that they would if I give the worker a check for $317. I asked swhy I couldn't have given the woman a check when I she first turned it off, and they said I could have. I asked that being that she did not offer to accept the payment if she could come back sooner rather than later, but they said that they could not communicate or ask that of the worker. It has now been about 2 hours I am still waiting for my phone call or my power to be turned back on.

Desired Settlement: I would just like the matter resolved, my power on without being charged any late fees and for them to just communicate with me in the future. I had no communication to know there was any problem at all with my payment arrangement,which I kept paying on. It has interrupted my work, my schooling, and stoped my wife and I from using breathing machines that we wear at night at the treatment of obstructive sleep apnea.

Business Response:

Remarked account.

Service shut off at 11:55am on 02/05/13. Notes indicate customer came out

after the service was shut off and the tech explained why.

Service reconnected at 2:13pm on 02/05/13. Notes indicate customer paid

$310.44 at the door for reconnection. $145.44(bill) + $115.00(deposit) +

$50.00(rec fee).

There is no indication of medical equipment in the home.

Arrangement was made on 12/14/12 as follows:

12/14/12 $ 87.89

12/28/12 $ 76.91

01/11/13 $ 76.91

01/25/13 $ 76.91

02/08/13 $ 76.91

02/22/13 $ 76.91

Total $472.44

Payment history prior to disconnection:

01/30/13 $100.00

01/16/13 $150.00

12/31/12 $ 77.00

12/18/12 $ 87.89(returned)

11/26/12 $175.77(returned)

10/24/12 $423.09

09/27/12 $ 40.05

08/16/12 $245.68

07/18/12 $197.41

06/20/12 $146.30

06/07/12 $245.51

05/23/12 $245.00

05/04/12 $159.21(returned)

03/29/12 $198.29

03/19/12 $ 10.00

02/15/12 $306.25

02/06/12 $121.00

01/18/12 $304.12

Credit history:

4 shut off notices in past 12 months. Recent sent on 12/29/12, 01/03/13

Mid-cycle notice sent, 01/11/13 Intent to disconnect mailed.

Installment plan was deactivated on 12/27/12 due to the first payment not

posting.

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

1:57pm called Mr. ******* at ************, left a message on voicemail for

him to call me back.

02/07/2013 10:30:02 Do*** ** ***** *********

Mr ******* returned my call. He started out telling me that a supervisor

did call him back but he was sleeping and didn't get the message until

later. I advised also that once the account is noted as a complaint, the

supervisors in customer service are not to make the call backs but to

refer the customer over to our department. He confirmed that yes we did

restore service the same day as it was interrupted.

I went over his account with him and explained that his very first payment

that didn't clear is what caused the default on the payment arrangement.

We then sent notices that we were going to shut the service off. He said

he remembered getting one but since he made the payment he didn't think

anything of it.

I went on to explain to him that even if he didn't default due to the

returned payment, he would have defaulted when he didn't pay the January

bill on time.

After going over everything with him, I advised that once the payment

posts that he made to get service restored, he will have a balance of

$676.68.

Mr. ******* said he now understands what happened and that he can pay most

of the balance tomorrow 02/08/13 however he asked me about SPP. I advised

him that it was based on income of the home and the number of people in

the home. He said there were 2 in the home and the income is $84,000.00. I

advised they wouldn't qualify at this time.

I offered to hold the account until 02/15/13 to see how much he can pay

off by that date, if he can't get the full bill paid he is to call me no

later than 3pm that day so we can extend the due date a bit for him.

I have sent out a physician's form to fill out for any medical equipment

in the home since we have no record of it.

He thanked me for explaining and had no further questions.

02/07/2013 closed CORP Inquiry

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Wednesday January 23, 2013 my family woke up with no heat so I called Consumers Energy at 7:45am due to our enrollment in the appliance warranty program. The rep told me someone would be there within an hour. At 10:30am I called again and was told that there was a high repair volume but someone would be out to service us that day. At approximately 3:45pm my husband called and asked what the status was. He stressed that we had 3 children under the age of 6 and needed to make a contingency plan for our night if there was still no heat. My husband stressed his concern that it was close to 5pm and no one would arrive to remedy our furnace situation. He was assured that some one would be out that day, would be in a Consumers Energy van, and the employees work until 10-11pm at night. Another concern at this point were our pipes freezing. At 7:30pm I called Consumers to determine the arrival time of the repairman. I was informed that my service call time was for Thursday 1/24 between 8am-12pm and it had ALWAYS been according to the notes even from my first call at 7:45am. I explained my dissatisfaction that we had been assured 3 different times that someone would be out on Wednesday 1/23 and had we known that they wouldn't we would have called and paid for another company to service us immediately. On Thursday 1/24 at 7:43am I called and confirmed that a repairman would be out for our furnace problem between 8am-12pm. At 11:40am I called again and was informed that due to the high volume of calls for furnace repair, our time had been pushed back to an unknown time and it wouldn't be a Consumers Energy employee but another company they contracted with. That person did not show up until 3pm on 1/24 and we were told the repair wasn't covered under the warranty and left, leaving us to scramble to find another company at 3:30pm.

Desired Settlement: We would like a refund of every month we paid for the service of the appliance warranty program. I believe to my knowledge it would be for December 2012 and January 2013. I believe it is approximately $34.99 a month. We would like reimbursement of approximately $69.98 We have not been billed yet for January but since it is the end of the month I'm assuming we will be receiving a bill soon.

Business Response:

01/28/2013 15:24:49 ******* ** ****** ********** ***** ********** *01/25/2013 Sent email to ***** ************ ********* ********* ************ *** ******* ********01/29/2013 07:13:12 ******* ** ****** ********** ***** ********** *01/28/2013 Received email from ********* ********: Just spoke with the

customer he was very dissatisfied with the information which he was

getting from the call center.

1. When he first called he was told that we would have someone

out to his house within an hour. (That didn#t happened empty promises we

can#t fulfill)

2. His wife called a second time and asked if someone was coming;

she was told that someone would be out. (work order was scheduled for the

next day)

3. His wife called a third time and asked if the telephone calls

were recorded. (She was told not all of them, she was a given a four hour

window too little to late)

4. Finally the next day we sent a contractor; he showed up in a

PT cruiser to condemn the furnace. (Offered no resolution and was told to

call the number on the furnace sticker)

5. Customer has only been on the plan two months first time they

have called (I couldn#t save them).

6. Asking for two months credit of the service plan credited to

their account.

7. Customer put in new furnace and feels he doesn#t trust CE and

finds no need for the plan.

8. He did request reimbursement for a whole new furnace, I kindly

turned him down.

*******, this is the customer I emailed you about this weekend please

ensure he gets his refund. Customer is okay now.

02/04/2013 09:04:00 LUCETRY B. DALTON (LBDALTON) Phone 2484335636 0

Sent email to ********* ********* ******* ****** **** ******** *** *****

*********** requesting update or resolution.

02/04/2013 12:54:19 ******* ** ****** ********** ***** ********** *Received email from ******* Scott: We credited 2 months of ASP and an

additional $50.00 amends which was approved by ***** ************ *****

also spoke with the customer.

Business Response:

02/08/2013 14:55:33 ******* ** ****** ********** ***** ********** *Received email from ********* ********: Please see letter provided and

mail out to customer, I also just spoke with him as well.

February 8, 2013

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

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

Mr.****** on behalf of Consumers Energy, we apologize for our response to

your No Heat Call on January 23, 2013. Providing quality service is our

priority here at Consumers Energy, our records do show that service was

redeemed on January 24, 2013 unfortunately that is unacceptable at this

time. As we discussed on the telephone on February 5, 2013 we have

confirmed that your account shows a cancelation of the Appliance Service

Program. A telephone call was placed to your residence on February 7, 2013

and a voice mail message was left informing you of your desired

settlement. Desired settlement will be a full refund of $34.99 for the

month of December and $34.99 for the month of January which equals to

$69.98; also a gift of energy in the amount of $50.00 which will also show

as a credit in your February Consumers Energy bill statement.

We hope you can consider us as your appliance service provider in the

future.

Best Regards,

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

Subject; **** ******** ************* ** **********To. ******* ******CC. ***** ***********________________________________________?

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,

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

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/10/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Consumers sent me two bills. They have done this in the past and they were duplicates. I assumed that this was in fact the case again. I came home tonight after work to find that my gas had been turned off and my house was already in the low 50's. I opened the first bill which stated that I needed to pay 223.00. The other bill was apparently not a duplicate at all but a lovely shut off notice. They turned off my gas which is my ONLY source of heat in my house and charge me a $75 deposit and a $50 reconnect fee to have my heat turned back on. I feel as though they should have either sent me two shut off notices or only one bill that was the shut off notice. They have a monopoly on the gas in my area so they are my only option.

Desired Settlement: I want my $50 reconnect fee and $75 deposit back.

Business Response:

Reviewed and noted account.

Customer has had 5 shut off notices in the past 12 months. Recent notice

was sent on 01/05/13, 01/09/13 call completed, 01/16/13 call completed,

01/28/13 service shut off for non-payment at 11:33am.

Actual monthly bill was sent on 01/06/13 with a due date of 01/28/13.

01/28/13 service was restored at 6:32pm.

Payment history:

08/20/12 $ 58.00

05/10/12 $300.00

03/27/12 $152.29

03/09/12 $185.00

01/16/12 $171.47

Customer did payment by phone for $348.77 with confirmation number ******,

this included deposit of $75.00 and reconnection fee of $50.00.

Bills and turn off notices were sent in accordance with billing

rules/practices.

Called the number listed on the account of ************, left a generic

message on the phone because there was nothing indicating who the phone

was for. I asked that ****** call me regarding complaint, no last names

were given.

01/31/2013 09:57:17 ***** ** ***** *********

Called ************ again, generic voicemail again. Left another message

asking ****** to call me back. I also advised in my message that if it

wasn't ******'s number then I apologize and it would be my last attempt to

try to reach her at that number.

02/04/2013 10:17:53 ***** ** ***** *********

No further contact from M** *********, sending a letter.

02/04/2013 12:42:10 ***** ** ***** *********

The following letter was sent to the customer:

February 4, 2013

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

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

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

I recently received an inquiry on your behalf from the Eastern Better

Business Bureau (BBB). Unfortunately I have been unable to reach you by

phone.

I have reviewed your inquiry. I apologize for any confusion in regards to

your bills or shut off notices.

Consumers Energy doesn't normally send a duplicate billing statement

unless one has been requested by the customer. A new bill is processed

however if there has been an adjustment on your account. This would be the

only time you should receive any duplicate or corrected billings. A shut

off notice is processed separately in accordance with the Michigan Public

Service Commission (MPSC) billing rules.

When your service is interrupted for non-payment of utility charges, we

require a security deposit and reconnection fee in order to restore

services. This too is in accordance with the MPSC billing rules. You may

view these rules at www.michigan.gov/mpsc.

At this time we will not be refunding your deposit or the reconnection fee

you paid to restore service. Upon satisfactory payment of all proper

charges for a period of 12 consecutive months the deposit will be credited

back to the account along with any accrued interest.

If you have any questions or need additional information please contact me

in our Lansing office at (**** ******** or you may email me at the address

below. I have closed your inquiry.

Sincerely,

***** *****

Customer Experience & Operations

Consumer Affairs

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/31/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have just purchased a house in Troy, MI. This home was corporately owned previously, so there was a business account contract applied to the Consumers Energy Gas services. I have been told several times in the past 5 days that this contract must be cancelled before services can be transfered in my name as a residential account. I have to finish up my last couple weeks working in Chicago, so I drove back to Chicago this morning straight to work. All day I have been contacting Consumers Energy to see if the seller had cancelled his contract already. I was consistantly told that he had not but not to worry, that my service would not be interrupted until this was done. It turns out that the customer service line was called by the seller to cancel his contract a little before 6pm which is closing time for the service department at Consumers Energy. My wife is home alone, let alone she is 7 months pregnant, and calls to me to tell me that the gas was shut off a little after 7pm while she was in mid-shower.I called the emergency line to complain about this and was told there is nothing that could be done to call back in the morning. Well as everyone living in this area knows, the weather has hit negative temperatures, and pipes freeze fairly quickly. My wife is now at the house while I am in Chicago with no car and no friends to call. This company has emergency technicians who can come to locations with gas emergencies, but apparently a house with this situation is not an emergency. I spoke to ***** (extension ****) at the emergency line and she was not helpful at all. I understand those employees are given a Q&A booklet with limited answers. When questions are asked that aren't in there system such as "There has to be something that your company can do to rectify this situation especially because as requested I was not made aware of the cancellation and shutoff activity given the extenuating circumstances". ***** went on to repeat herself over and over again that I need to call in the morning. Pipes can freeze within that time period, let alone how bad this is for my unborn child. I am extremely upset, and because of the gas company monopoly Consumers Energy has in my neighborhood, I cannot do anything about this. When I asked for a supervisor I was told by ***** that ***** was her supervisor but that she did not have a last name or an extension I could be transferred to. She also told me to go out and buy an electrical heater, which is absolutely ridiculous because she was very clearly not paying attention to the fact that my wife is alone 400+ miles away from me without a car. This is unbelievable, coming from Chicago where Peoples Gas is the supplier and they treat their customers as if they wanted to keep them customers and happy. I disagree with the monopolization of gas companies and how poorly they could treat their customers, especially because they know that they cannot obtain services elsewhere.If anyone knows anything about what can be done please let me know.

Desired Settlement: I would like an explanation and possibly some credit towards service.

Business Response:

I called **** **** at 11:15 this morning because I had entered the wrong

address into our system in error and thought I had been given the wrong

address on the complaint.

He said he had just gotten off the phone with someone who was very nice

and understanding. He was advised by the CSR that the gas was not turned

off last night and that the meter had probably frozen up. It is considered

an emergency call so an "Investigate No Gas" call was issued at 11:09 this

morning.

** **** is very upset that the representative did not tell him that last

night and just kept telling him it was off and there was nothing else that

could be done until this morning.

I agreed that the representative should have known that we did not turn

the service off at 7pm and advised I would forward this to a supervisor as

a training issue.

I apologized to ** **** for the problems and told him I would credit his

account $50.00 to promote good customer relations.

He thanked me for calling him so quickly. I made sure he had my name and

phone number and asked that he call me if he has any other questions or

concerns about his bill or service.

I sent an email to ****** asking her to review the complaint with Team

Leader ***** ******** and CSR ***** *******

Processed $50 Amends

Closed the complaint

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: For 3 years I have been having problems with gas coming into my house when ever temperature is freezing the line freezes up and the gas stops warming house. A power cord was plugged in through my basement window into an electrical outlet to help with this, but when its very cold the gas still does not enter to warm house. I was told I would receive a credit each month for this, but when inquired about I was told I couldn't receive anything until I no longer needed Consumers Energy at the address. Which makes no sense, what if I never move from here. I am making this complaint because I had to take another day off work to get my gas going again before night comes again. For the past two or three winters I have to take 2 to 3 days off work to get my gas flowing into my home again. I can't keep doing that. Also last year I was without gas for about 2 to 3 days and a Mrs ************ was assigned to my complaint, she gave me a $25 credit (I may have amount incorrect) and said she would help me if I had any more problems, but when I called again she never returned my call. That was last year. Her phone number is ************ Ext. ****. I would like to receive the credit I am suppose to get while this electrical cord is plugged into my basement until Consumers can get me the proper equipment for the gas to warm my home. Also I have been going through this for about 4 winters and have been mistreated about this same situation over and over again. I have to turn my thermostat way up to try and keep enough gas coming in to make the hourse warm. I cannot afford to do this. Everything cost more and my income is not going up. I would appreciate very much if you all can help me resolve this issue. Also the city is in a terrible violent time and I do not like having this cord run from outside through my basement window. Help me please!

Desired Settlement: I would like the equpipment repaired where my gas lines don't freeze up and the electrical cord is no longer needed to come through my basement window. And I would also like to receive a credit on my electric bill for all the time the electrical cord has been plugged into my basement to assist with ConsumersEnergy equipment problem.

Business Response:

01/16/2013 11:54:24 ******* ** ********* **********

I tried contacting customer by calling:

*** *** **** no answer. left voicemail message.

*** *** **** no answer. left voicemail message.

01/17/2013 09:35:29 ******* ** ********* **********

From: ******* ** *********

Sent: Thursday, January 17, 2013 9:16 AM

To: ******* ** ****

Cc: ******* ** ********* ***** ** ******** ***** ** *****

Subject: FW: Corporate Complaint ********** - ****** **** - Resolution due

date 01/22/13

Importance: High

Good Morning ***:

****** **** called me this morning. Customer works during our business

hours. *** **** leaves for work at 7:15 AM and does not return home until

5:30 PM.

*** **** said you can call during her lunch break 12PM to 1PM # cell phone

*** *** ****. I did not give her your name but I told her a supervisor

from gas distribution would be calling her.

Thanks for your help!

01/21/2013 14:03:00 ******* ** ********* **********

*** ****, gas service field leader called me this morning 01/21/13 to tell

me that currently....Consumers Energy has a contract crew working on gas

service in *** ****'s neighborhood (down her street). *** expects crew at

her address in 1 week. Crew will install new service (standard pressure to

medium pressure) and new meter. *** was unable to reach customer by

telephone. Phone would not allow him to leave voicemail message.

I thought I would try calling customer this afternoon 01/21/13.

Surprisingly, *** **** answered the phone. Customer told me it was a quiet

day in her office today. I reviewed above information the gas service

field leader shared with me. Hopefully, customer will see an improvement

in her service.

Regarding the credit she requested for heat tape usage. I explained to

customer that normally, we credit customer's account $8 to $10. In the

interest of customer relations, I would credit her account $25.

*** **** said heat tape has been plugged in for 3 years? Our records show

heat tape was installed on 12/05/10 (notification #********** work order

********).

Field comments: "ran extension cord, meter wrapped but not plugged in".

I also found that customer was given:

01/12/12: $25.00 good faith credit (for her inconvenience)

01/04/12: $18.00 heat tape credit

*** **** was expecting a larger credit because CE left heat tape plugged

in? Why would she need heat tape in the summer? Gas main would only freeze

in winter (when temps would drop to freezing).

In the interest of customer relations, I told customer I would credit her

account $60.

*** **** said she will call me if service crew was not there next week to

install new service and meter or if there were further problems with gas

service.

CLOSING INQUIRY 01/21/13.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/16/2013 Billing/Collection Issues | Complaint Details Unavailable
1/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a home which Consumers Energy shut the gas off two weeks prior to me closing on it. A tech came to turn it on the day after and said "all set." I found out no gas was going to the meter, therefore I had no heat. After 2 days of calling CE, I was told they found a leak in their service line and that it needed to be replaced. I spoke with a supervisor 12/14 to get the replacement set up. I was told the earliest that anything could be done was 1/4/13. I left voicemails for the supervisor 7 times and never once received a phone call back. It is now 1/3/13 and my home has been without heat for 20 days. I call customer service every day and all they do is tell me to contact the supervisors. I call them everyday and they never return my calls. I dont know what to do at this point, but my house has no heat and at this point is being damaged from sitting in the cold for so long. I just want me gas turned on. They haven't offered any type of help or temporary service, just simply that it will be a couple more weeks. No one has a clue, nor is willing to help get my gas on. I will remind you that it is January and the inside of my home has dropped to 29 degrees.

Desired Settlement: I want Consumers Energy's service line running to my home replaced immediately. Not temporary service, etc... I want fully functional gas running to the meter in my home so that I have heat in January.

Business Response:

01/04/2013 13:58:54 ******* ** ********* **********

I spoke to **** *******, Customer Energy Specialist this afternoon

01/04/13 regarding gas service at *** * **** **** *** **********

**** has been in contact with customer **** ****. Consumers Energy has

crew on site at this moment working on getting service reconnected for

customer today 01/04/13.

What I understand there was a gas leak at shutoff valve that was difficult

to get to because there is a deck built around the meter. Consumers Energy

is relocating the meter to the front of the house. There is old copper

service that needs to be replaced. When crew/tech is ready to install

riser they will call our dispatcher who will then call customer to meet us

on site. Someone must be there for gas reconnect.

**** said he is going to check work order before he leaves for the day

(3:30 PM) to check if work order was completed.

I attempted to call customer this afternoon 01/04/13 at 1:50 on phone

number ************. There was no answer. I left a voicemail message.

01/04/2013 15:15:43 ******* ** ********* **********

I spoke to **** **** this afternoon 01/04/13 at 3:15 PM. **** *******,

Customer Energy Specialist called Mr. **** a couple of minutes ago to let

him know riser (distribution side) was installed and that gas service tech

is enroute to now install gas meter, tie fuel line and turn on gas.

I told customer that I will call him on Monday to make sure gas was

connected and there are no problems with his service.

01/08/2013 17:01:17 ******* ** ********* **********

I called customer on Monday 01/07/13 and spoke to **** ****. Customer told

me that gas service was installed on Friday 01/04/13 and was

pleased.....but he had one more concern. Mr. **** said that service tech

set gas meter and turned on gas service but service line from street to

house was not replaced. Mr. **** asked if Consumers Energy was going to

replace service line. I told customer I would send an email to customer

energy specialist (CES) **** ******* and ask him.

**** *******, CES called **** **** and informed him that service was not

replaced. **** explained that CE cut it back because they could not get

under the deck and would be back (when ground thaws) to replace with the

rest of the service. Customer was fine with that. Mr. **** has **** and

my name and direct telephone numbers if he has further concerns.

In the interest of customer relations, I will also credit **** ****'s

account $100 (amends bill credit) for the delay in installing gas service.

CLOSING INQUIRY 01/07/13.

 

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I reported an actual read of my electric meter on 8/1/12, recorded on the Consumers energy website.I moved to California on 8/03/12. Subsequently, I requested service to be shut off. Message indicates customer may be billed through next read date.I contacted Consumers Energy Billing Department and Customer Service several times after receiving a bill covering the month of August to have bill prorated to 8/03/12. A customer service rep indicated that she would prorate the bill to 8/03 because my lease ended on 8/02. I never received the bill adjusted to 8/03. My final bill includes the month of August through 8/26/12.

Desired Settlement: I would like the final bill on the account to be prorated to the actual move out date of 8/03/12.

Business Response:

12/17/2012 15:46:36 ******** ** ****** **********

*** opened to review, finding that the customer had reported a meter

reading on 08-01-12, but there is no request shown for an end of service

or "move out." ** ***** refers to speaking to a representative, but no

comments exist to indicate who or when. There is no owner allocation on

this account, who is the landlord? Where is the lease copy?

12/28/2012 09:06:31 ******** ** ****** **********

12-28-12, *** received an inquiry from the UA-DA Disputes area. The

collection contractor notified them of the final bill date/disputed move

out date. I responded in the positive to have billing final date adjusted

to 08-01-12. Will attempt to contact ** ***** to verify.

12/28/2012 16:59:04 ******** ** ****** **********

*** called ************, reaching name-identified voicemail in California.

A brief message was left with the information that I will call back on

Wed, 01-02-13.

01/03/2013 17:53:56 ******** ** ****** **********

Another call attempt was made on 01-03-13 at 6:00 PM EST, leaving a more

detailed message with hours I will be in the office, EST, and direct dial

number. The following letter was also sent in closure:

January 3, 2013

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

** **** **

Irvine, CA **********

RE: Final billing at **** ***** *** ** *** ***** ******* **

Dear ** *****:

I am sorry we have not spoken directly, though two voicemail messages were

left at your contact number, ************, most recently this afternoon.

You had inquired about the final billing date and read for service ending

at ***** *** ***

I can find no record of your earlier contact requesting an end to service

on or about August 1, 2012. You were billed through the final service

date of August 26, 2012. While we did receive an internet reported

reading, it did not indicate a request for end of service. The landlord

is shown to be *** ***********. Subsequent to your final billing, a new

tenant has moved in.

Summer in Michigan was record-breakingly hot, and that resulted in a

higher than expected final bill for you. We had an actual read on

08-24-12, and your final read was prorated from that information. The

read you reported for 08-01-12 was much lower. You also had requested an

end date of 08-03-12. As I do not have a copy of your lease, I am unsure

if you were released from utility responsibility at that date, or whether

it ended when the unit was re-rented. I will be happy to help you resolve

this concern.

You may call me to clarify the issue and so that the billing may possibly

be adjusted. All voicemail messages will receive a response. I will be

out of the office on January 9, 10 and 11, returning on Monday, January

14, 2013.

Sincerely,

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

Customer Experience and Operations

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

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

*** closed per mailing of the above letter on 01-03-13. If response is

received, this file can be updated and forwarded t

 

to ECAC.

*** closed 01-03-13.

 

________________________________________________________________________

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Poor quality of service approx 50 service outages in last 11 years today they cleared a repair ticket at 10:30 AM that was never service restored that I had called in 24 hours before had no record of ticket in system had to start over with another ticket placing me at back of restoral list now we will be out of service for 30 hours or more with no water or basic sanitary systems at home meals need to be taken restaraunts no contact from anyone in consumers energy nothing but empty promises of improvement.

Desired Settlement: Refund of partial bills for the last 11 years and company be held accountable

Business Response:

12/26/2012 07:51:10 ***** ** ******** **********

Big Rapids Headquarters. Substation 0485 (Rodney) / Circuit 02 (Rodney) -

assigned to ******* **** **** ** ** **** *******

12/27/2012 15:51:32 ***** ** ******** **********

Same details in MPSC ***********

12/26/2012 13:41:41 ***** ** ******** **********

******* **** spoke with customer just after noon today and told him that

we would be either doing tree trimming or re-conductor with aerial spacer

cable along **** *** where he lives in the upcoming year.

12/27/2012 15:40:19 ***** ** ******** **********

******* **** spoke with customer on 12/26/12 and advised that we have a

project scheduled that will take place in the first half of 2013 to

relocate the section along **** *** to the road as well as re-conductor

the section along ** **** with aerial spacer cable. This project should

help minimize the number of outages that this customer and others in the

area have experienced. Customer was pleased that we are going to get the

problem fixed.

Does not qualify for outage credit as did not experience more than 7

outages in past 12 months.

Outage History:

- 01/14/12 (1263901) 2h 51m - fuse barrel burned up. Equipment: Fuse.

Cause: Equipment

- 05/19/12 (1518062) 4h 3m - scheduled outage to replace #1 bank

arresters. Equipment: Dynamic Protective Device. Cause: Planned

- 07/18/12 (1685636) 1h 9m - Equipment: Dynamic Protective Device. Cause:

Vegetation

- 08/07/12 (1726625) 1h 9m - Y phase LCP 767 open. Equipment: Fuse. Cause:

Equipment

- 08/10/12 (1733954) 1h 57m - Equipment: Fuse. Cause: Vegetation

- 12/21/12 (1848033) 17h 24m - Equipment: Fuse. Cause: Vegetation

- 12/21/12 (1853334) 3h 54m - Equipment: Fuse. Cause: Vegetation

**closed effective 12/26/12 when customer was contacted**

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/3/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been without electricity since Thursday 12-13-12 consumers energy came and shut it off while I was at work. We were supposed to be in the winter protection program which they said means my electric wasn't supposed to be turned off. I was a week or two late to pay my bill but what i signed up for was to pay a certain amount every month but because i was late i payed double. That was on 11-29-12. I called and explained this to their customer service they would do nothing for me until i payed $158 even though my next payment wasn't due until 1-2-13. I had no choice but to pay it when I have my two little children in the house huddled by a small propane heater. They guaranteed my electric to be on within the next 24 hours. It has now been 30 hours and it still is not on.

Desired Settlement: I would like my electricity to be turned back on and I think I should get my $158 back.

Business Response:

12/17/2012 12:16:58 ***** ** ***** *********

Reviewed account. Customer was on SPP and had defaulted on 11/19/12 for

non-payment of $113.00, full balance of $527.56 then came due. Current

balance is $376.78. Customer was re-enrolled on SPP on 12/14/12 for

$127.00 per month. Down payment was $107.00 plus $50.00 reconnection fee.

5 shut off notices since May 2012. Service was started on 03/02/12 for

***** ******. Recent shut off notice sent on 11/22/12, 11/22/12 payment

created for $226.00 to post on 11/27/12, 11/27/12 mid-cycle call not

completed, 12/04/12 turn off call not completed, 12/05/12 intent to

disconnect sent. Service was shut off on 12/13/12 at 10:16am.

Original order to turn on service apparently was sent through BOS, there

is an order showing created on 12/14/12 at approximately 2:25pm but it

went to a print document and apparently didn't drop into their view. New

order was created on 12/15/12 at 2:51pm and was completed at 6:27pm.

Customer had already defaulted SPP by the time they scheduled a payment

online on the 22nd. At that time the full past due was required or an

arrangement set up for them.

Payment history:

12/14/12 $158.00 (all applied to bill, no rec fee collected)

11/29/12 $226.00

10/02/12 $ 49.00

09/06/12 $158.00

07/02/12 $239.60

12:47PM called ***** ****** at ************, got voicemail. Left message

to call me back.

12/20/2012 13:16:14 ***** ** ***** *********

Called ***** ****** at ************ got voicemail. Left message to call me

back on 12/21/12.

12/26/2012 09:47:15 ***** ** ***** *********

Sent the following letter due to no response to phone calls.

December 26, 2012

***** ******

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

Dear *** ******,

I recently received an inquiry on your behalf from the Eastern Better

Business Bureau. Unfortunately I have been unable to reach you by phone.

I have reviewed your account and your concerns. As I understand it, your

concern is in regards to being shut off for non-payment of your Shut off

Protection Plan (SPP) payment. While this program is designed to help you

keep your electric services on year round, consistent payments are

required to do so.

Our records show that you had defaulted on SPP as of 11/19/12 due to

non-payment of $113.00. Once your SPP defaulted the full past due amount

came due. The payment you processed online on 11/22/12 was after you had

already defaulted thus you were removed from the program. Once you have

been removed from the program, you are then required to pay a new down

payment (20% of full bill) in order to be re-enrolled. The new down

payment amount as you know was $107.00. You were also quoted a $50.00

reconnection fee since your service had been shut off.

Your payment of $158.00 which included a reconnection fee of $50.00 was

applied to the account on 12/14/12. Because your services were not

reconnected within the specified time, the reconnection fee has been

waived and the additional $51.00 you paid was applied to your current

energy charges. I do apologize for the delay in restoring your services.

The original order to turn on your services didn#t process to our dispatch

area correctly so it wasn#t assigned promptly.

Your balance at this time is $376.78 and your first payment on SPP will be

due with your February 2013 bill. Please keep in mind that this is a

strict program and in order to remain on the program the payments must be

received on time.

If you have any questions or need additional information please contact me

in our Lansing office at***** ******** or you may email me at the address

below. I have closed your inquiry at this time.

Sincerely,

***** *****

Consumers Enery

 

Enery/Consumer Affairs

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

12/26/12 closed BBB inquiry

 

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,

Je*** ******

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/26/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Have been a Consumers' Energy Appliance Program customer for many years. Unfortunately, their billing system issued multiple accounts to my name such that each time a payment was received, the system said payment was due. This is well documented but I spent over 60 hours of phone time trying to resolve why they could not dispatch repairs that were urgently needed at my income property of which I am the landlord at **** ****** ** ** ******** **. When trucks were finally dispatched, they were turned away at the last minute. The consequence was significant damage to 1) the basement due to a water heater that was supposed to have received immediate attention and 2) a gas fireplace. The former I had repaired by the property management company at a cost of $350 after weeks of promises from Consumers to repair it, the latter was repaired by the same company for $225. In the case of the gas fireplace, a representative from Consumers came firstly to disassemble it to as it would not turn off. Then they came again to say that, as it was disassembled, they were not under obligation to fix it. All of these circumstances were verified not only by me but by the current tenants of the property and by the property management company, Reynolds Management.

Desired Settlement: Some of the following in compensation to resolve this matter: Pro-rata return of amount paid for my policy held for last 4 years = appx $1,500Damage to the basement requiring clean up and drainage = $50060 hrs of my time at current discounted billing rate ($175/hr) = $10,500Cost of repair to water heater = $350 Cost of repair to gas fireplace = $225

Business Response:

12/18/2012 15:49:27 ***** *. ******** (********)

Per email from ***** *********** on 12/18/12:

I talked to Mr. ***** at 1:30 pm today. We agreed that we are not

responsible for the water damage (10k). We did show up at premise at the

scheduled time but no one answered the door. We tagged the door and left

message for tenant. Customer was more upset that he had to wait to

schedule order because of billing issue. I have agreed to pay for the

fireplace and water heater repair because they would have been covered.

Customer to send me copies of the bills. To remedy the many long hours

on the phone with us, I have agreed to give him 6 months of ASP coverage

as an amends. Customer was reluctant but agreed.

**closed 12/18/12**

________________________________________________________________________

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/18/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have ben in and out of the hospital and also on and off of disability for the last few months. Its ben very hard to pay bills and keep track of some of them. I signed up for a Shut Off Protection Plan and defaulted due to non payment because I was hospitalized for Walking Pnuemonia and Viral Meningitus. When I got out, I called in and they informed me I had one more opportunity to get on a Shut Off Protection Plan I just needed to make a down payment of $32.00 by November 29th, 2012. I made it on the 29th. On December 14th, 2012, my wife comes home to get my son off the bus to find our gas is SHUT OFF and I need to pay $360.07 to get it back on! I call and they say that for some reason there system didn't process my down payment until November 30th, 2012 and that their system automatically defaulted my plan and put me into shut off status. I NEVER received a bill and then was shut off! THEN I ask since it obviously isn't my fault and I paid what I agreed to pay when I agreed to pay it by, can I please get services turned back on that I have 2 kids in the home, on of which has brochialitus. The first woman I spoke to says yes, but we would need a new down payment of $30.00. And then Ill be reconnected. I raced over to walgreens, bought a prepaid Visa and paid it immediatly. Even after I had already paid and wasn't at fault for being disconnected! After paying it on their automated system, I get transferred to another rep who tells me I need to pay ANOTHER $50.00 for a reconnect fee before the technician can reconnect my service! AGAIN I PAY FOR SOMETHING THAT THEY ARE AT FAULT FOR! I am now at my house, 6 hours after the service was put in to be restored, waiting with a money order for $50.00 to pay a guy to reconnect my service that should have never ben turned off to begin with! I'm BEYOND PISSED and beyond embarassed for getting shut off for something that isn't my fault!

Desired Settlement: Would like my account Creditted for the $50.00 reconnect fee and money off my bill! And the $30.00 should be towards my monthly installment for december! Shouldn't be for ANOTHER down payment I already paid!

Business Response:

12/17/2012 13:51:24 ***** ** ***** (*******)

Customer requested SPP enrollment on 11/15/12, down payment of $32.00 was

due no later than 11/29/12, monthly payment was set at $79.00.

He also requested enrollment on SPP on 10/22/12, down payment was $32.00

due by 11/05/12 with monthly payment set at $79.00.

Payment history:

12/14/12 $ 30.00

11/30/12 $ 32.00

09/19/12 $100.00

05/31/12 $165.12

04/09/12 $250.83

02/03/12 $403.92(DHS)

Payment that posted on 11/30/12 was processed over the phone on 11/29/12

at 6:27pm this was too late for it to post on the 29th and enroll on SPP.

This led to the 2nd enrollment attempt to fail.

Credit history:

7 shut off notices in past 12 months.

Recent credit history: 11/09/12 turn off mailed,11/15/12 SPP enrollment

request, 12/03/12 call attempted, 12/04/12 intent to disconnect mailed.

12/14/12 service shut off at 2:15pm. 12/14/12 service reconnected at

5:02pm.

Called Mr. ******* ** ************, he said right now was not a good time.

I provided him with my office hours and he asked that I call him at 7:15am

on Tuesday December 18th.

12/18/2012 07:21:11 ***** ** ***** *********I called Mr.******* to go over his account with him. I went over the

chain of events that led up to him being disconnected. I explained to him

that the time of his payments is crucial as to when they will post to his

account. I explained to him that in general if he is making a payment over

the phone after 4pm it will not post until the next business day.

I went over the timeframe after he called for reconnection and and the

actual restoration of service.

We talked about the reconnection fee and was advised after he had filed

the complaint that it wasn't going to be charged. I explained to him that

I do see it on the account and since I don't have any remarks showing they

were removing it, I will process that myself. (Sent a note to controls to

remove).

Mr.******* explained that he has been in and out of the hospital and was

back at the hospital again last night. He didn't know that the payment for

his initial down payment wouldn't post until the following day. He was

enrolled on WPP because they said that is the only thing he qualified for

at that point.

I went over the difference between SPP and WPP and I offered to do the SPP

enrollment due to the various circumstances. After discussing both, he

agreed with SPP being the better one to suit his needs.

I also advised I would credit his account with $50.00 due to the various

issues and the delay in restoration. He was happy to hear this.

I asked if I addressed his concerns and he said yes. I explained to him

that his $89.00 SPP payment would be due with the January 8th due date and

to make sure he always paid his amount within 5 days of the due date or he

risks being removed. He had no further questions and has my number if he

 

does.

12/18/12 CLOSED CORP Inquiry

 

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,

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

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/15/2012 Billing/Collection Issues
12/10/2012 Billing/Collection Issues
12/8/2012 Billing/Collection Issues
12/6/2012 Billing/Collection Issues
12/5/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Consumers Energy created a rebate program for new window installation. I believe that Consumers Power is deliberately making those who request rebate on their program jump through so many hoops that the customers will become exhausted and give up on collecting on their advertised rebate. First of all, the application takes a very long time to fill out and asks for unnecessary specifics. Once a customer has a receipt from a nationally known window company listing address and detailed window information, that should be plenty. NO! I had to make several phone calls to my window company asking for technical information that the window company had never been asked before by customers. After spending over an hour filling out the application, I received many weeks later a request for my bill for the month that the windows were installed. Seriously! My address is on the application and in their records as a customer for many years. Being that I no longer had the bill, I had to make calls to Consumers Energy to provide me with a bill so that I could provide it to them! After another month passed by, I recieved a letter in the mail saying that the Contractors invoice needed to include the square feet. The thing is that on the application it says either provide the square feet, or you will receive $30 per windo!. I had provided the square feet on my own, but because the contractor didn't have it listed, it necessitated yet another call to my window company. Also, the rebate form states you could install the windows yourself and get the rebate. I pity the person who tries to collect on that!I am 5 hours into trying to collect my rebate. I am highly paid professional and this is not worth my time. It is the principal of the matter! I would like at least my $90 that I have worked very hard to get!

Desired Settlement: I feel I should be issued my rebate immediately. In addition, I feel I should be paid for my time because this is a deliberate attempt to tire customers. The rebate should not have been issued without a genuine desire to fulfill the offer! My time, would be at least $20 per hour.

Business Response:

11/19/2012 16:43:23 ******* ** ****** **********Assigned to ***** *********

11/26/2012 13:54:33 ******* ** ****** **********I received the following email from ***** ******** today:

Hi *****:

I spoke with the customer this morning and we came to an agreement to pay

the rebate based on number of windows instead of sq ft (The amount is

slightly higher using this method). Also, I#m sending the customer a $50

gift card for her inconvenience in getting this resolved and gave my

direct contact information in case she has any questions. She was

informed that the rebate check will be mailed in about 4 to 6 weeks. The

customer is satisfied with the outcome.

- *****

11-26-12 CAR Closed

_______________________________________________

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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