Complaints

This profile includes complaints for Consumers Energy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Consumers Energy

  530 W Willow St Lansing, MI 48906-4874

  
• 

  Consumers Energy

  4000 Clay Ave SW Grand Rapids, MI 49548-3017

  
• 

  Consumers Energy

  PO Box 369 Royal Oak, MI 48068-0369

  
• 

  Consumers Energy

  2400 Weiss St Saginaw, MI 48602-3858

  
• 

  Consumers Energy

  666 W. Willow St. Lansing, MI 42069

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The energy companys charger me for three months or consumption when I did not reside at the residence. I have informed them they billed me when I did not live there. I can prove I dont live there and they refuse to reverse or do anything about it.

  

  Business Response

  Date: 07/14/2025

  CUSTOMER INFORMATION:
  ***** *****
  Account # ********4814
  *******************************************************************************
  Dates of service: 08/10/23 - 07/09/25.
  Email address: ****************************
  RELEVANT ACCOUNT INFORMATION:
  07/09/25: Supervisor notes
  Reviewed call from 5/1/25 as customer stated he did not tell the *** he
  would call back to end service. I did find that at 1 min and 5 seconds he
  did tell our agent he just needed to start the new service, and he would
  call back later to deal with ending the current address. At 4min and 48
  seconds we verified with him that he was going to call back to stop the
  Springer away address. The call was just over 6 min long.- MPSC rules state that the customer must contact us to discontinue
  service. (R460.127 Voluntary termination. Rule 27. (1)(a) Notify the
  utility in person, or by telephone, in writing, by fax or on the internet
  at least 10 business days prior to requested service termination.)- Current balance owing: $449.92.
  CUSTOMER CONTACT:
  07/10/25: 10:21 am - A text/email has been sent to the customer via
  Riverstar:
  Dear ***** *****,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, notification number
  **********. I assure you Consumers Energy takes all customer complaints
  seriously.
  We reviewed your call from May 1, 2025 in which you stated that you would
  call back to take the service out of your name. We have no record of you
  contacting us between May 1 and July 10. We will not be back dating your
  move out based on the ********************************** (****) rule
  R460.127 Voluntary termination. Rule 27. (1)(a) Notify the utility in
  person, or by telephone, in writing, by fax or on the internet at least 10
  business days prior to requested service termination.
  You will need to discuss reimbursement with the residents at that address
  or the property owner. This is considered a third-party dispute and
  Consumers Energy will not be involved.
  Please feel free to reach out to ***** ***** @ ************** or
  ***************************************** if you have any further questions or concerns.
  Sincerely,
  Consumers Energy
  07/14/2025 14:29:23 EST (JAGATES)
  07/14/25: I called ********** and got voicemail. I left a message
  indicating that I was calling to check and see if he had any
  questions/concerns regarding the text/email I sent him last week. I
  provided my contact information and indicated I would be sending a
  follow-up email:
  07/14/2025 14:39:47 EST (JAGATES)
  ************************* you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau regarding the service end
  date at ***************************************************************************************** We truly value our
  customers, and I want to assure you that we've carefully reviewed your
  account.
  We reviewed your call from May 1, 2025 in which you stated that you would
  call back to take the service out of your name. We have no record of you
  contacting us between May 1 and July 10. We will not be back dating your
  move out based on the ********************************** (****) rule
  R460.127 Voluntary termination. Rule 27. (1)(a) Notify the utility in
  person, or by telephone, in writing, by fax or on the internet at least 10
  business days prior to requested service termination.
  You will need to discuss reimbursement with the residents at that address
  or the property owner. This is considered a third-party dispute and
  Consumers Energy will not be involved.
  Your final bill for the East Lansing address is due on July 30. If the
  account is not paid in full, the remaining balance will be transferred to
  your active account. If payment arrangements are needed, please call our
  ************** *************) or you can reach out to me. If this bill is
  a hardship for you, we recommend calling 2-1-1 (United Way#s First Call
  for Help line) where you can obtain information about local assistance
  agencies that may be able to help you with your bill.
  I sincerely hope this information has addressed your concerns. Please feel
  free to reach out if there's anything else I can assist you with.
  Best regards,
  ***** *****
  Customer Advocate
  **********************
  Office: ************
  *****************************************
  SUMMARY OF RESOLUTION:- CE CHARGING CUSTOMER AT ADDRESS WHERE THEY DIDN'T RESIDE: The account
  holder is responsible for the billing until they contact us to take the
  service out of their name.- DID CUSTOMER REQUEST TO STOP BEING BILLED WHEN HE MOVED OUT: We have no
  record of Mr. ***** calling us to take this service out of his name.- WHO IS RESPONSIBLE FOR THE BALANCE: ***** ***** is responsible for the
  bill until the service was taken out of his name. He can contact the
  resident at this address or the landlord to discuss reimbursement.
  - ASSISTANCE/PAYMENT PLAN OPTIONS IF NEEDED: The customer has been
  provided with information on assistance, or he can reach out to us for a
  payment arrangement once this balance ($190.07) transfers to his active
  account.
  COMPLAINT CLOSED 07/14/25

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The dishwasher was not cleaning the dishes properly; Consumers Energy was called to schedule a repair. The first repairman came out about June 2, 2025. He quickly assessed that my Maytag dishwasher could be fixed and told us to run a full cycle without closing the soap dispenser door. This did not fix the problem. Next, I called Consumers Energy and they sent a new repairman from a different company who came to my home on June 6, 2025. This repairman stated that the sprayer rods were blocked and need replacement. He promised that the parts would be mailed to our home within the week and showed me how to snap them into place for use. When the parts did not arrive, I again called Consumers Energy. To date, I have been given the run around from Consumers Energy and still do not have a working dishwasher. Here's some of the reasons that Consumers Energy gave for non-repair of the dishwasher. 1. The repairman never submitted an order. 2. The repairman submitted an order but the charge for the parts exceeded the cost of the dishwasher. Consumers Energy has not produced any paperwork to support the claim against the repairman. The actual cost of the replacement parts is $62 if ordered from Whirlpool directly. Every interaction with Consumers Energy results in starting the process over. I have been on hold with the company in excess of an hour to again be told that Consumers Energy will investigate my case and get back to me. My main issue is that for a decade, I have paid $66.98 monthly for a service plan that provides little to no service. No work order estimates were given to me by the repairman while in my home.

  

  Business Response

  Date: 07/08/2025

  CUSTOMER INFORMATION:
  ****** *****
  Account # ********3453
  *****************************************************************************
  Dates of service: 07/20/10 - present.
  Email address: **********************
  07/02/2025 10:36:01 EST (JAGATES)
  THIS HAS BEEN ASSIGNED TO ONCOURSE HOME FOR RESOLUTION.
  07/02/25: 10:38 am - A text/email has been sent via Riverstar:
  Dear ****** *****,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, notification number
  **********. I assure you Consumers Energy takes all customer complaints
  seriously.
  ********************* Plan is not regulated by the ***********************
  Commission, and therefore we are unable to provide them with your
  telephone number or email address. Please call ************ and leave a
  message with your name, address, phone number and email address and they
  will call you back to resolve your concerns as soon as possible.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ***** ***** @ ************** or
  ***************************************** if you have any further questions or concerns.
  Our team is dedicated to resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  07/08/2025 14:26:26 EST (JAGATES)
  07/07/25: ******* ******* w/Oncourse Home, spoke with the customer.- Discussed his concerns with the previous service call.- A different contractor has been assigned and they have already spoken to
  the customer and set an appointment for Monday 07/07 to review and
  complete the repairs on the unit.
  SUMMARY OF RESOLUTION:- MULTIPLE REPAIR ORDERS, NO FIX: First repairman was incorrect about what
  was wrong. 2nd repairman said he would order parts that could easily be
  snapped into place, parts never came.- PARTS NOT DELIVERED: It is suspected that the 2nd repairman did not
  order the parts.- WHAT IS NEEDED TO COMPLETE REPAIR: A new technician from a different
  company will assess, diagnose and repair.
  - COMPLETION DATE FOR REPAIR: Appointment was set for 07/07/25.
  COMPLAINT CLOSED 07/07/25

  Customer Answer

  Date: 07/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ****** *****

• Initial Complaint

  Date:06/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During an outage, the information supplied via app isnt consistent with info sent out via text. How can they claim to keep their customers updated when theyre sending out conflicting messaging?

  

  Business Response

  Date: 07/03/2025

  06/30/2025 14:50:25 EST (JAGATES)
  CUSTOMER INFORMATION:
  ***** D *****
  Account # ********1554
  **************************************
  Dates of service: 07/19/13 - present.
  Email address: ******************** (on account), **********************************
  (provided to the BBB)
  06/30/2025 14:57:48 EST (JAGATES)
  THIS HAS BEEN ASSIGNED TO GRID INFRASTRUCTURE FOR RESOLUTION.
  INITIAL CUSTOMER CONTACT:
  06/30/25: 2:59 pm - A text/email was sent via Riverstar to the contact
  information provided to the BBB:
  Dear **** *****,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, notification number
  **********. I assure you Consumers Energy takes all customer complaints
  seriously.
  We will be in touch with you soon to discuss your concerns and gather any
  additional information that may be needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ***** ***** @ ************** or
  ***************************************** if you have any further questions or concerns.
  Our team is dedicated to resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  07/01/2025 08:20:04 EST (JAGATES)
  12-MONTH OUTAGE HISTORY:
  DATE
  06/27/25
  WAY (BLUE SKY)
  DURATION
  23H 41M
  07/03/2025 10:10:39 EST (JAGATES)
  REASON/CAUSE
  TREES OUTSIDE OF RIGHT OF- The outage above was restored on 06/28/25 at 4:52 pm.- Per *** Van Den Hombergh, Engineer, this circuit will be fully inspected
  in 2025 and any damaged/deteriorated equipment will be replaced.
  - Per ***** ****, ******************* Operations: " The cause of the
  outage was a storm that knocked down the primary lines across I-94
  Highway. It took some coordination to get the crew ready to lift the wire
  back over the highway, but when they were prepared to start work, MDOT
  showed up on the job site and shut it down. They wouldn't allow us to
  close the highway for a short period to restore power to the customers.
  Because **** didn't permit us to do that type of work, we had to find an
  alternative solution, which ended up being rerouting the customers' power
  through underground lines. This process took more time, which is why it
  took so long to restore the customers' power during the storm event."
  07/01/25: 10:09 am - **** *********, **************** Operations, called
  the customer. The customer answered the phone and requested a call back at
  a later date. They did not want to discuss the issue at that time.
  07/02/25: 1:20 pm - ***** ****, ******************* Operations called the
  customer, getting voicemail. ***** left a message with a brief overview of
  the cause of the outage and why it took so long to restore power.
  07/03/25: I am sending the following email to the customer:
  ************************* you for reaching out about your concerns regarding the recent
  electric outage at ******************************. We truly value our
  customers, and I want to assure you that we've reviewed the facts
  surrounding the outage.
  The cause of your outage that began on June 27 was a storm that caused a
  tree outside of our Right of Way to knock down the primary lines across
  I-94. It took some coordination to get the crew ready to lift the wire
  back over the highway, but just before the crew could start the work, MDOT
  shut down the job. They wouldn#t allow Consumers Energy to close the
  highway for a short period of time to restore the power to our customers.
  We had to find an alternative solution, and we ended up rerouting the
  power through underground lines. This process took more time, which is
  why it took so long to restore your power during this event. Because of
  the change to our plans to restore your service, this also caused the
  estimated restoration time to change. Currently, our outage map and the
  text/email alert systems are separate and may not always give the same
  information. We are continuing to improve our systems to provide our
  customers with the best and most up-to-date information.
  Our System Engineer has indicated that we will be doing a full inspection
  of your circuit this year and we will replace any damaged or deteriorated
  equipment. The inspection should be completed by the end of December
  2025.
  I sincerely hope this information has addressed your concerns. Please feel
  free to reach out if there's anything else I can assist you with.
  Best Regards,
  ***** *****
  Customer Advocate
  **********************
  Office: ************
  *****************************************
  SUMMARY OF RESOLUTION:- 12-MONTH OUTAGE HISTORY: The has been 1 outage in the last 12 months.- WHAT IS CE DOING TO MITIGATE THESE OUTAGES: We will be fully inspecting
  this circuit and will repair/replace any damaged/deteriorated equipment
  that is found.- COMPLETION DATE FOR ANY PLANNED WORK: The inspection will be completed
  by the end of December 2025.- RESTORATION DATE/TIME FOR CURRENT OUTAGE: The outage was restored on
  06/28/25 at 4:52 pm.- DOES THE CUSTOMER QUALIFY FOR OUTAGE CREDIT(S): Yes, because the outage
  occurred under "blue sky" conditions, and was more than 16 hours long, the
  customer will receive a $40.00 outage credit within 90 days.- ETR UPDATES NOT CONSISTENT: Because of the change to our plans to
  restore this service, it also caused the estimated restoration time to
  change. Currently, our outage map and the text/email alert systems are
  separate and may not always give the same information.
  COMPLAINT CLOSED 07/03/25

• Initial Complaint

  Date:06/27/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It takes this company an absurd amount of time to figure out the cause of simple power outages that should never happen in the first place and are well within their control; however, their system of raising fees for customers and guaranteeing higher stock payouts for shareholders is operating flawlessly. How is it possible, in this country, that we have no options when it comes to energy companies? Revenue is supposed to be earned in this country. For every day we are without power, we should be refunded an equivalent amount that is paid to this company.

  

  Business Response

  Date: 07/03/2025

  CUSTOMER INFORMATION:
  ***** D *****
  Account # ********1554
  **************************************
  Dates of service: 07/19/13 - present.
  Email address: ******************** (on account), **********************************
  (provided to the BBB)
  06/30/2025 14:57:48 EST (JAGATES)
  THIS HAS BEEN ASSIGNED TO GRID INFRASTRUCTURE FOR RESOLUTION.
  INITIAL CUSTOMER CONTACT:
  06/30/25: 2:59 pm - A text/email was sent via Riverstar to the contact
  information provided to the BBB:
  Dear **** *****,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, notification number
  **********. I assure you Consumers Energy takes all customer complaints
  seriously.
  We will be in touch with you soon to discuss your concerns and gather any
  additional information that may be needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ***** ***** @ ************** or
  ***************************************** if you have any further questions or concerns.
  Our team is dedicated to resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  07/01/2025 08:20:04 EST (JAGATES)
  12-MONTH OUTAGE HISTORY:
  DATE
  06/27/25
  WAY (BLUE SKY)
  DURATION
  23H 41M
  07/03/2025 10:10:39 EST (JAGATES)
  REASON/CAUSE
  TREES OUTSIDE OF RIGHT OF- The outage above was restored on 06/28/25 at 4:52 pm.- Per *** Van Den Hombergh, Engineer, this circuit will be fully inspected
  in 2025 and any damaged/deteriorated equipment will be replaced.
  - Per ***** ****, ******************* Operations: " The cause of the
  outage was a storm that knocked down the primary lines across I-94
  Highway. It took some coordination to get the crew ready to lift the wire
  back over the highway, but when they were prepared to start work, MDOT
  showed up on the job site and shut it down. They wouldn't allow us to
  close the highway for a short period to restore power to the customers.
  Because **** didn't permit us to do that type of work, we had to find an
  alternative solution, which ended up being rerouting the customers' power
  through underground lines. This process took more time, which is why it
  took so long to restore the customers' power during the storm event."
  07/01/25: 10:09 am - **** *********, **************** Operations, called
  the customer. The customer answered the phone and requested a call back at
  a later date. They did not want to discuss the issue at that time.
  07/02/25: 1:20 pm - ***** ****, ******************* Operations called the
  customer, getting voicemail. ***** left a message with a brief overview of
  the cause of the outage and why it took so long to restore power.
  07/03/25: I am sending the following email to the customer:
  ************************* you for reaching out about your concerns regarding the recent
  electric outage at ******************************. We truly value our
  customers, and I want to assure you that we've reviewed the facts
  surrounding the outage.
  The cause of your outage that began on June 27 was a storm that caused a
  tree outside of our Right of Way to knock down the primary lines across
  I-94. It took some coordination to get the crew ready to lift the wire
  back over the highway, but just before the crew could start the work, MDOT
  shut down the job. They wouldn#t allow Consumers Energy to close the
  highway for a short period of time to restore the power to our customers.
  We had to find an alternative solution, and we ended up rerouting the
  power through underground lines. This process took more time, which is
  why it took so long to restore your power during this event. Because of
  the change to our plans to restore your service, this also caused the
  estimated restoration time to change. Currently, our outage map and the
  text/email alert systems are separate and may not always give the same
  information. We are continuing to improve our systems to provide our
  customers with the best and most up-to-date information.
  Our System Engineer has indicated that we will be doing a full inspection
  of your circuit this year and we will replace any damaged or deteriorated
  equipment. The inspection should be completed by the end of December
  2025.
  I sincerely hope this information has addressed your concerns. Please feel
  free to reach out if there's anything else I can assist you with.
  Best Regards,
  ***** *****
  Customer Advocate
  **********************
  Office: ************
  *****************************************
  SUMMARY OF RESOLUTION:- 12-MONTH OUTAGE HISTORY: The has been 1 outage in the last 12 months.- WHAT IS CE DOING TO MITIGATE THESE OUTAGES: We will be fully inspecting
  this circuit and will repair/replace any damaged/deteriorated equipment
  that is found.- COMPLETION DATE FOR ANY PLANNED WORK: The inspection will be completed
  by the end of December 2025.- RESTORATION DATE/TIME FOR CURRENT OUTAGE: The outage was restored on
  06/28/25 at 4:52 pm.- DOES THE CUSTOMER QUALIFY FOR OUTAGE CREDIT(S): Yes, because the outage
  occurred under "blue sky" conditions, and was more than 16 hours long, the
  customer will receive a $40.00 outage credit within 90 days.- ETR UPDATES NOT CONSISTENT: Because of the change to our plans to
  restore this service, it also caused the estimated restoration time to
  change. Currently, our outage map and the text/email alert systems are
  separate and may not always give the same information.
  COMPLAINT CLOSED 07/03/25

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A letter was mass sent out to tell the consumer about their OnCourse Home Solutions program. It is an insurance policy the home owner could sign up for to cover repairs on water or sewer lines. Then a couple of weeks later another letter marked Second Notice was sent to the same address. This could lead the consumer to think if not signed up and paid for, further action would be taken. Especially elderly people. This should not be done. SOLUTION: the words Second Notice removed from any more advertisement sent to the address.

  

  Business Response

  Date: 07/02/2025

  CUSTOMER INFORMATION:
  CYNTHIA VIDOR
  Account # ********0149
  2763 MEADOWWOOD ST MOUNT PLEASANT MI 48858-8087
  Dates of service: 07/31/21 - present.
  Email address: [email protected]
  06/26/2025 10:12:37 EST (JAGATES)
  THIS HAS BEEN ASSIGNED TO ASP/ONCOURSE HOME FOR RESOLUTION.
  INITIAL CUSTOMER CONTACT:
  06/26/25: 10:15 am - A text/email has been sent via Riverstar:
  Dear CYNTHIA VIDOR,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, notification number
  1074534330. I assure
  you Consumers Energy takes all customer complaints seriously.
  The Appliance Service Plan is not regulated by the Michigan Public Service
  Commission, and therefore we are unable to provide them with your
  telephone number or email address. Please call 517-788-0191 and leave a
  message with your name, address, phone number and email address and they
  will call you back to resolve your concerns as soon as possible.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to Julie Gates @ (517) 374-2041 or
  [email protected] if you have any further questions or concerns.
  Our team is dedicated to resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  07/01/2025 13:56:26 EST (ASBERTRA)
  RELEVANT INFORMATION
  ·
  The words #second notice# has been removed from all marketing
  materials from Oncourse Home Solutions.
  ·
  Cynthia Vidor, has been added to the #do not solicit# Oncourse
  marketing list.
  ·
  Our CE team, along with Oncourse, is setting up a more robust
  review process of marketing materials to flag something like this BEFORE
  it goes to customers.
  CUSTOMER CONTACT:
  7/1/2025 1:52PM Amy Bertram spoke with Cindy, I explained that she was not
  the only customer to be concerned, and we do understand how that could be
  interpreted incorrectly as past due notice. The verbiage has been removed
  and will not be used with any future marketing.
  In addition, she has been added to our do not solicit list and will not
  receive these in the future. Cindy was pleased with this information.
  Closed complaint 7/1/2025

  Customer Answer

  Date: 07/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***** *****

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a customer of **********************. I have lost power 3 of the last 4 days on separate occasions for multiple hours, and multiple times over the past year. I do not believe they are providing adequate infrastructure or service to my area. If they do not fix the issue then I would like compensation for a backup generator as I do not believe I can count on consumers to provide adequate service.

  

  Business Response

  Date: 07/01/2025

  CUSTOMER INFORMATION:
  ***** E ******
  ACCOUNT NUMBER: *********2189
  *************************************************************************************
  Dates of Service: August 31, 2021 - Present
  Email Address: ****************** (from notification)
  **********
  INITIAL CUSTOMER CONTACT:
  6/25/25
  I sent the following text and email via Riverstar:
  Account Number: ending in 2189
  Service Address: ********************************
  Dear ***** ******,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, notification number
  **********. I assure you Consumers Energy takes all customer complaints
  seriously.
  We will be in touch with you soon to discuss your concerns and gather any
  additional information that may be needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ******* ****** @ ************** or
  ******************************************** if you have any further questions or
  concerns. Our team is dedicated to resolving your issues as soon as
  possible.
  Sincerely,
  Consumers Energy
  *****
  ASSIGNED TO GRID INFRASTRUCTURE 6/25/25
  06/25/2025 10:34:13 EST (DJLOUCKS)
  6/25/25 - this was sent to ***** ****** to work.
  06/25/2025 11:58:28 EST (DJLOUCKS)
  6/25/25 - this has been re-assigned to Forestry.
  06/30/2025 16:07:28 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  The following information was provided by Engineer ***** ******:
  12 Month Outage History:
  Type
  1h 51m
  Duration
  Cau
  Incident# Date
  se
  J240606223 06/09/24
  ROW
  J240624739 06/25/24
  ROW
  J240639405 06/29/24
  J241109214 11/19/24
  Row
  J241211053 12/20/24
  J250334978 03/30/25
  J250421145 04/09/25
  Found
  J250512346 05/15/25
  J250622357 06/21/25
  J250627992 06/24/25
  Blue Sky
  Catastrophic
  Blue Sky
  Blue Sky
  Blue Sky
  Catastrophic
  Blue Sky
  Catastrophic
  Blue Sky
  Blue Sky
  Trees Outside
  10h 2m
  1d 8h 11m Weather
  2h 31m
  1d 11h 31m Trees
  1h 26m
  2h 53m
  Trees Outside
  6h 18m
  1h 37m
  1h 15m
  Trees
  Trees Outside
  Trees
  No Spec Cause
  Trees
  Trees
  There are 4 proposed reliability projects for this area. One is currently
  in the 2026 plan and the other 3 are sitting in proposed status and no
  date for build.
  *****
  The following information was provided by Forestry Supervisor *******
  *******:
  Mr. ****** contacted ******* ******* @ 2.22 pm on 6/27/25. He discussed
  the numerous outages that he had experienced lately and the extended
  length of those outages and his frustration of trying to work from home
  and meet commitments. I explained that the outages are continually
  monitored and that forestry as well as System Planning had instituted
  plans to try to mitigate outages. He could not understand the outages
  since he is in an underground platted area. I explained he was served by
  overhead lines to the north and that forestry was currently clearing the
  zone that served his neighborhood on a midcycle project, and that system
  planning had a project currently funded for 2026 and several other
  projects being looked at to mitigate outages. I asked him if he wanted to
  talk to the engineer about the project, but he declined. He understood the
  projects were to mitigate outages but was still concerned with the service
  he was paying for not supporting his needs. He wants to know who to call
  in the future and I suggested the ***** number, but that he now had my
  number if he became frustrated again.
  **********
  SUMMARY OF RESOLUTION:
  6/27/25
  12 MONTH OUTAGE HISTORY:
  The customer has had 10 outages within the last 12 months. 3 were due to
  trees outside the Right-of-Way (ROW), 5 due to trees, 1 due to weather and
  1 no specific cause was found.
  WHAT IS CE DOING TO MITIGATE FUTURE OUTAGES:
  A zonal tree clearing project was issued for 2025 for the area serving
  this customer. There are 4 proposed reliability projects for this area.
  One is currently int eh 2026 plan and the other 3 are sitting in proposed
  status right now with no certainty of date to build.
  COMPLETION DATE FOR ANY PLANNED WORK:
  Zonal tree work is currently being worked by CE tree contractor.
  DOES CE COMPENSATE FOR GENERATORS:
  No, customer was wondering about programs, but I informed him I was not
  aware of any currently being offered by Consumers Energy.
  DOES THE CUSTOMER QUALIFY FOR ANY OUTAGE CREDITS:
  August 2024 customer received $38 Consecutive Outage credit. June 2025
  customer received $40 Consecutive Outage Credit. The customer isn't
  eligible for any additional outage credits at this time.
  CUSTOMER INQUIRY CLOSED AS OF 6/27/2025

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this complaint regarding Consumers Energys ***************** Plan due to their failure to provide proper service, their misdiagnosis of an appliance issue, and their refusal to take accountability or issue a refund.I was enrolled in Consumers Energys ***************** Plan, which is advertised as a comprehensive protection plan for home appliances. When my washer broke down, a technician sent through this plan diagnosed the issue as a faulty control board and informed me that the repair would not be covered because it was too close to the replacement value.However, after Consumers Energy declined to provide a second opinion or send another technician for reevaluationdespite my requestI canceled the plan out of frustration with their unwillingness to help any further.I then independently hired a qualified technician who determined that the actual issue was not the control board, but rather a faulty capacitora significantly less expensive repair that should have been covered by the plan. I am now in the process of completing this repair out of pocket, despite having paid for a protection plan specifically meant to cover such scenarios.Consumers Energys technician provided a misdiagnosis, refused to reconsider the case, and essentially left us without support. I believe this constitutes misleading service and poor business practices. Their plan did not offer the promised coverage or support when it mattered, and I am now seeking:1.A full refund of all payments made under the ***************** Plan.2.A formal review of the practices and diagnostic standards of the third-party contractors Consumers Energy uses.3.Any support your office can offer in resolving this matter.I have attempted to resolve this directly with Consumers Energy and gave them a fair opportunity to respond and make things right. If they continue to ignore my request or deny responsibility, I am asking your office to investigate and assist in holding them accountable.

  

  Business Response

  Date: 06/27/2025

  CUSTOMER INFORMATION:
  ***** W ************
  ACCOUNT NUMBER: ********8625
  *******************************************************************************
  Dates of Service: June 26, 2022 - Present
  Email Address: ********************************
  **********
  INITIAL CUSTOMER CONTACT:
  6/20/25
  I sent the following text and email via Riverstar:
  Account Number: ending in 8625
  Service Address: ********************************
  Dear ***** ************,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the **** notification number **********. I assure you
  Consumers Energy takes all customer complaints seriously.
  ********************* Plan is not regulated by the ***********************
  Commission, and therefore we are unable to provide them your telephone
  number or email address. I have forwarded your concerns to that team and
  be assured your concerns have been escalated. Please call their escalated
  voicemail at ************ and leave your name, telephone number and email
  address and they will follow up with you shortly.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ******* ****** @ ******************************************** if
  you have any further questions or concerns. Our team is dedicated to
  resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  **************************
  *****
  ASSIGNED TO HOS-CUSTOMER ADVACACY CC: **** ****** & **** ****** 6/20/25
  06/25/2025 14:26:41 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  The following information was provided by
  06/25/2025 14:31:39 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  The following information was provided by ******** ***** with OnCourse
  Home:
  I called the customer on 6/24/25 at 2:45 pm and then again on 6/25/25 at
  10:47am and left voicemails. Because I was unable to reach the customer I
  sent the following letter:
  June 25, 2025
  ***** ************
  *********************************************************************************
  ************************** I am contacting you about the complaint filed regarding your ********************* Plan. We value your business and take your concerns seriously.
  Following a recent review of your ***************** Plan account, we have
  assessed the condition of your clothes washer. Based on our evaluation,
  the unit#being 33 years old#has been deemed not cost-effective to repair.
  As outlined in the Terms and Conditions of your plan, there is no coverage
  if #An ****************** Provider determines that the Covered Product is
  not repairable or that the cost of such repairs exceeds 75% of the value
  of the Covered Product, and the Company elects not to repair the Covered
  Product.#
  Given the age and condition of the appliance, and in accordance with the
  above provision, we regret to inform you that the unit does not qualify
  for repair under the current plan.
  If you have any questions, please contact us.
  Sincerely,
  Oncourse Home Solutions
  **********
  SUMMARY OF RESOLUTION:
  6/25/25
  ASP REPAIR MISDIAGNOSED BY ASP TECHNICIAN:
  Repair was not misdiagnosed. The unit is 33 years old and was deemed not
  cost effective to repair.
  REFUSAL FOR SECOND OPINION:
  The request for a 2nd opinion was denied.
  WHO IS RESPONSIBLE FOR THE COST OF REPAIR:
  Due to the age of the unit it was deemed not cost effective to repair. The
  customer would be responsible for any repair to this unit.
  FULL REFUND OF ASP CHARGES:
  This request was denied. OnCourse will not be refunding any charges to the
  customer.
  CUSTOMER INQUIRY CLOSED AS OF 6/25/2025
  FOLLOW UP/QUALITY CHECK: not done as complaint was closed with a letter.

  Customer Answer

  Date: 06/27/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  when I first signed up for this program I was lead to believe my unit would be replaced if the estimated repair value was close to the replacement cost. I was lied to at the time of sign up. Why on earth would someone pay that much for a service that wouldnt replace the cost of their unit? Thats $745 a year for coverage and a new unit is $500-$600. Pull my recording from when I first signed up and you will see the lady trying to up charge me for everything else after I was lead to believe my appliances had the best coverage possible. I was lied to and then denied coverage and denied a refund now. Unacceptable. 

  Regards,
  
  ***** ************

  

  Business Response

  Date: 07/08/2025

  07/08/2025 13:49:49 EST (DJLOUCKS)
  UPDATE:
  The following was provided by ******** ***** with OnCourse Home:
  I was unable to reach the customer. The customer has been contacted with
  no answer and a voicemail leaving my contact information on 6/24, 6/25,
  7/2, and again today 7/7. The answer remains the same. It's a 33 year old
  unit and cost of repair exceeds value.
  Our position remains the same.
  Mr. ************ has filed a complaint with the ************************
  for On Course Home Solutions. Their legal will be following up.

  Customer Answer

  Date: 07/08/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

  Youre insane if you think the washing machine is 33 years old. It came brand new with the house 3 years ago. This needs to go to small court claims or something to be seen by a judge. We feel absolutely robbed and scammed for paying for this service for so long when we didnt even have the coverage we thought we had. I was signed up for coverage that I did not want and was coerced into purchasing something we did not agree to.  

  
  Regards,
  
  ***** ************

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been without gas for a week and a half!I am being penalized for moving and my new address having an unpaid balance PRIOR to me moving here on 6/6/25.All I am getting is the runaround from Consumers. I have faxed over proofs 3 times and continue to be told they haven't received the faxes. This is ridiculous. I can't get help from ********* name is ****** ********.Account # **************** address ***********************************************Old address ****************************************************** is my Driver's license, Social Security Card, Lease for the 4th time.Please, someone help me.

  

  Business Response

  Date: 06/23/2025

  CUSTOMER INFORMATION:
  GIULIA A CAPRIOLA
  ACCOUNT NUMBER: ********0732
  23082 CUSHING AVE EASTPOINTE MI 48021-1726
  Dates of Service: June 13, 2025 - Present
  Email Address: [email protected]
  **********
  RELEVANT ACCOUNT INFORMATION:
  Current Balance: zero
  *****
  Customer requested a move in for the above address on 6/13/25. Positive ID
  Required (PIR) to validate customer for move in.
  06/16/25 - paperwork was received from customer. They were forwarded to
  Theft for approval.
  06/17/25 - Theft investigator Brie approved Ms. Capriola for service. She
  called the customer and has placed a turn on order for same day.
  **********
  CUSTOMER CONTACT SUMMARY:
  6/17/25 3:29 pm
  I called Giulia Capriola at 586-765-6274 and left a voicemail telling her
  I was calling in regard to the concerns she filed with the BBB and MPSC. I
  asked that she return my call to go over her concerns and left my call
  back number.
  06/20/2025 15:29:32 EST (DJLOUCKS)
  *****
  6/17/25 - gas service turn on order was field completed at 8:08 pm.
  *****
  6/20/25 3:33 pm
  I called Ms. Cariola at 586-765-6274 and left a 2nd voicemail asking her
  to return my call to go over her concerns. I told her I would also follow
  up with an email.
  I sent the following email to [email protected]:
  Hi Giulia Capriola,
  I am writing in response to the inquires you filed with both the Better
  Business Bureau (BBB) and the Michigan Public Service Commission (MPSC)
  regarding a new move in request. Regretfully, I have not been able to
  reach you by telephone.
  After receiving your inquiries, I contacted our investigator to see what
  had occurred. I found when you requested service at this address on
  6/13/25 we required ID, social security card and ownership or lease to
  complete the validation process. These items are asked for frequently due
  to many reasons for move in requests. Validation can take 3-5 business
  days to complete.
  Your paperwork was received on 6/16/25 and sent to the investigator to
  complete. I found you were approved on 6/17/25. The investigator called
  you and a turn on order was created for the same day. The service was
  turned on at 8:08 pm. I apologize for any inconvenience this may have
  caused.
  If you have any questions, please call me directly at 517-374-2497.
  Respectfully,
  Debi
  **********
  SUMMARY OF RESOLUTION:
  6/20/25
  IS A BALOANCE OWED FROM A DIFFERENT ADDRESS:
  Customer stopped service at previous address the day after she requested
  service for this new address. She does have a balance owing but there is a
  payment arrangement set up to pay off the balance.
  CONDITION OF SERVICE:
  Customer was required to provide ID, social security card, ownership/lease
  paper to complete validation for service.
  FRAUD/THEFT INVESTIGATION:
  Paperwork was received on 6/16/25. Investigator was able to validate the
  customer on 6/17/25.
  WHAT IS NEEDED FOR TURN ON HERE:
  Validation was required which was completed. Service was turned on 6/17/25
  at 8:08 pm.
  CUSTOMER INQUIRY CLOSED AS OF 6/20/2025

• Initial Complaint

  Date:06/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Billing is not consistent with usage

  

  Business Response

  Date: 06/23/2025

  06/17/2025 10:44:08 EST (JAGATES)
  CUSTOMER INFORMATION:
  JESSE E MARKIN
  Account # ********2884
  170 LOWELL AVE BATTLE CREEK MI 49014-8951
  Dates of service 11/18/16 - present.
  Email address: [email protected]
  INITIAL CUSTOMER CONTACT:
  06/17/25: 10:54 am - A text/email was sent via Riverstar:
  Dear JESSE MARKIN,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, notification number
  1074405754. I assure you Consumers Energy takes all customer complaints
  seriously.
  We will be in touch with you soon to discuss your concerns and gather any
  additional information that may be needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to Julie Gates @ (517) 374-2041 or
  [email protected] if you have any further questions or concerns.
  Our team is dedicated to resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  06/20/2025 12:36:27 EST (JAGATES)
  06/20/25: 12:38 pm - I called 2692681283 and got voicemail. I left a
  message with my contact information, requesting a call back.
  RELEVANT ACCOUNT INFORMATION:- Current account balance: $90.65, due: 06/27.- 12-MONTH PAYMENT HISTORY:
  Date
  Amount
  05/09/2025 88.98
  04/10/2025 83.15
  03/17/2025 80.49
  02/14/2025 78.34
  01/16/2025 86.71
  12/09/2024 83.50
  11/07/2024 65.45
  10/28/2024 84.89
  09/15/2024 122.61
  08/15/2024 140.39
  07/18/2024 107.64-- Electric meter # 30 964 146 was installed here on 08/19/2016. The meter
  was tested on 06/16/16 and found to be 100.045% accurate.- Electric Usage History:
  Start End kWh used
  12/06/2021 01/05/2022 455.8830000
  01/06/2022 02/02/2022 450.8770000
  02/03/2022 03/06/2022 485.1990000
  03/07/2022 04/04/2022 416.1770000
  04/05/2022 05/04/2022 417.4550000
  05/05/2022 06/05/2022 513.5840000
  06/06/2022 07/05/2022 733.9490000
  07/06/2022 08/03/2022 632.7360000
  08/04/2022 09/01/2022 471.4570000
  09/02/2022 10/03/2022 450.2070000
  10/04/2022 11/02/2022 343.6840000
  11/03/2022 12/05/2022 423.4030000
  12/06/2022 01/05/2023 413.0300000
  01/06/2023 02/05/2023 461.4830000
  02/06/2023 03/07/2023 376.6480000
  03/08/2023 04/05/2023 377.9410000
  04/06/2023 05/07/2023 391.1450000
  05/08/2023 06/06/2023 407.9290000
  06/07/2023 07/06/2023 668.8110000
  07/07/2023 08/06/2023 774.9150000
  08/07/2023 09/05/2023 629.3940000
  09/06/2023 10/04/2023 395.6880000
  10/05/2023 11/05/2023 389.3870000
  11/06/2023 12/04/2023 396.3630000
  12/05/2023 01/04/2024 448.6260000
  01/05/2024 02/04/2024 440.1050000
  02/05/2024 03/04/2024 345.5200000
  03/05/2024 04/03/2024 365.6460000
  04/04/2024 05/02/2024 311.0710000
  05/03/2024 06/03/2024 392.2110000
  06/04/2024 07/01/2024 487.6580000
  07/02/2024 08/01/2024 653.6970000
  08/02/2024 09/02/2024 590.7030000
  09/03/2024 09/30/2024 394.7440000
  10/01/2024 10/29/2024 317.6640000
  10/30/2024 12/03/2024 420.4760000
  12/04/2024 01/05/2025 412.3530000
  01/06/2025 02/03/2025 369.5620000
  02/04/2025 03/04/2025 377.2160000
  03/05/2025 04/02/2025 391.2360000
  04/03/2025 05/04/2025 400.7800000
  05/05/2025 06/04/2025 406.1570000- COMPARISON KWH USED VS AMT BILLED:
  June 2025
  406 kwh
  $90.65
  May 2025
  401 kwh
  $88.98
  April 2025
  392 kwh
  $83.15
  March 2025
  377 kwh
  $80.49
  February 2025
  370 kwh
  $78.34
  January 2025
  412 kwh
  $86.71
  December 2024
  420 kwh
  $83.50
  November 2024
  318 kwh
  $65.45
  October 2024
  395 kwh
  $84.89
  September 2024
  591 kwh
  $122.61
  August 2024
  654 kwh
  $140.39
  July 2024
  488 kwh
  $107.64
  06/20/2025 17:28:36 EST (JAGATES)- All meter reads here for the last 3 years have been actual readings.
  06/20/25: The following email is being sent to the customer:
  Dear Jesse Markin,
  Thank you for reaching out to us about your concerns regarding the
  electric energy usage and billing for 170 Lowell Ave Battle Creek, MI. We
  truly value our customers, and I want to assure you that we've carefully
  reviewed your account.
  Your inquiry only indicated that the billing is not consistent with usage,
  but after my review, I found that your usage is consistent with the amount
  billed. Below I#ve compared your usage and your billed amount for the
  past 12 months:
  June 2025
  406 kwh
  $90.65
  May 2025
  401 kwh
  $88.98
  April 2025
  392 kwh
  $83.15
  March 2025
  377 kwh
  $80.49
  February 2025
  370 kwh
  $78.34
  January 2025
  412 kwh
  $86.71
  December 2024
  420 kwh
  $83.50
  November 2024
  318 kwh
  $65.45
  October 2024
  395 kwh
  $84.89
  September 2024
  591 kwh
  $122.61
  August 2024
  654 kwh
  $140.39
  July 2024
  488 kwh
  $107.64
  You#ve been billed at the rate approved by the Michigan Public Service
  Commission (MPSC) for the energy usage recorded by the meter on your
  residence.
  I sincerely hope this information has addressed your concerns. Please feel
  free to reach out if there's anything else I can assist you with.
  Best Regards,
  Julie Gates
  Customer Advocate
  Consumers Energy
  Office: 517-374-2041
  [email protected]
  SUMMARY OF RESOLUTION:- HIGH BILL - CONSUMPTION HISTORY: The customer's usage is consistent when
  compared to the prior year for the same time period. I have no concerns
  about the accuracy of the customer's meter based on the month to month
  usage.- ACTUAL VS ESTIMATED METER READS: All meter reads for the past 3 years
  have been actual readings.- 12-MONTH PAYMENT HISTORY: 11 payments in the last 12 months. The
  customer consistently pays his bill in full and on time.
  - IS CUSTOMER BEING BILLED CORRECTLY: Yes.- ASSISTANCE/PAYMENT PLAN OPTIONS, IF NEEDED: It does not appear that the
  customer needs assistance or a payment arrangement as they consistently
  pay in full and on time each month.
  COMPLAINT CLOSED 06/20/25

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our streetlights in our neighborhood have been out for a few months and consumers refuses to try and fix them we complained to the township but they haven't given us an answer

  

  Business Response

  Date: 06/16/2025

  CUSTOMER INFORMATION:
  ***** A PALM ********
  Account # ********4182
  *********************************************************************************
  Dates of service: September 1986 - present.
  Email address: *****************************
  06/09/2025 16:14:48 EST (JAGATES)
  THIS HAS BEEN ASSIGNED TO ELECTRIC OPERATIONS FOR RESOLUTION.
  INITIAL CUSTOMER CONTACT:
  06/09/25: 4:16 pm - A text/email has been sent via Riverstar:
  Dear ***** PALM ********,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, notification number
  **********. I assure you Consumers Energy takes all customer complaints
  seriously.
  We will be in touch with you soon to discuss your concerns and gather any
  additional information that may be needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ***** ***** @ ************** or
  ***************************************** if you have any further questions or concerns.
  Our team is dedicated to resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  06/13/2025 14:05:08 EST (JAGATES)
  06/13/25: From **** ******, ******************* Operations:
  "I had a crew go out to this neighborhood and fix the fault that was
  feeding these streetlights. All the streetlights are up and running now.
  I did call and leave a message with ***** (she didn#t answer) and let her
  know that we were able to fix and complete this work. I left her my phone
  number so she could get a hold of me to confirm she received the message,
  but this one can be considered complete."
  06/13/25: I have sent the following email to the customer:
  Hello *****,
  Our Supervisor of Electric Operations, **** ****** *************)
  attempted to reach you by phone today without success. He was calling to
  let you know that a crew has been on site and the neighborhood lights are
  now working. The cause of the problem had been found and repaired.
  Please reach out to **** if you have any questions or concerns going
  forward regarding your streetlights.
  Best regards,
  ***** *****
  Customer Advocate
  **********************
  Office: ************
  *****************************************
  06/14/2025 13:20:44 EST (JAGATES)
  06/14/25: 12:41 pm - The customer responded to my email:
  " Thank you *****,
  I did speak with **** and I am happy we have light in our neighborhood.
  Thank you so much,
  ***** ********"- SUMMARY OF RESOLUTION:- DELAYS IN STREETLIGHT REPAIRS: We were here previously to install new
  wire and unknown to us, the new wire had faulted and we were just made
  aware of this on 06/12. A crew was assigned and made the repairs the same
  day.- WHO IS RESPONSIBLE FOR REPAIRS: CE- WHEN WILL REPAIRS BE COMPLETED: Repairs were completed on 06/13/25.
  COMPLAINT CLOSED 06/13/25

  Customer Answer

  Date: 06/21/2025

  [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,

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

  JUNE 21 PLEASE this has been resolved. I had already responded to this letter.