Complaints

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:04/18/2025

  Type:Product 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.

  I canceled service for November 1, 2024. I have a refund coming for $67.67. They sent the final bill to my new address and said the check would be coming within a few weeks. I never got the check and when I called back, They said they mailed it to the old address when they had my current address. Then they said someone cashed it in they cannot give me my money. I am just out of luck.

  Business Response

  Date: 04/29/2025

  An order was placed through the self-service portal on 9/25/2024 to stop service effective 11/1/2024. At that time, the mailing address was not updated. A refund check in the amount of $67.67 was processed on 12/2/2024 and mailed to the service address at ****************************************. On 3/10/2025, the customer contacted us stating that the refund check had not been received. During this call, the customer updated their mailing address with the representative, and a request was placed to reissue the refund check.
  
  Subsequently, on 4/9/2025, the customer called again to follow up on the status of the refund and was incorrectly informed the original check had been cashed. After further investigation, we found the check had not been cashed. On 4/21/2025, a supervisor contacted the customer and left a message stating that a replacement check would be issued.
  
  A replacement check in the amount of $67.67 was processed on 4/21/2025 and mailed on 4/28/2025 to the updated address: *********************************************************************.

  Customer Answer

  Date: 05/09/2025

  Citizens energy group refunded my money   I Was satisfied with the outcome. Thank you for your time.

• Initial Complaint

  Date:04/03/2025

  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 self employed and when I went on maternity leave I fell on hard times so I had to pay my bill on disconnect notices for 3 months. I called to inform the company I was running behind on my account and they told me it was okay to pay the disconnect notice amount. It wouldve been nice to be notified in advance that if you pay your bill on a disconnect notice 3 or more times in a row you will receive additional deposit fees. No where does it say or was I informed that if I paid on a disconnect notice the amount stated on the invoice continuously I would be accessed these fees. Therefore my bill went from being $450 in the deep to $812 due to the additional fees!! They are quick to assess extra, unfair fees to already struggling customers, but fail to notify you that may happen if you keep paying on a disconnect notice! Mind you my electricity never got cut off the amount stated in red was always paid. Nobody ever told me I needed to get on a payment plan instead of doing the minimum amount due. My issue is that I was never given a prior notification that this could happen. If proper notification wouldve been provided I couldve done anything possible to make my bill current. Communication would have made all the difference.

  Business Response

  Date: 04/16/2025

  Deposit letters were sent on March 5, 2025, notifying the customer that the deposits would be applied to the next bill, as outlined below. The last contact from the customer prior to the deposits being applied was on August 21, 2024, at which time the customer was informed of available payment arrangement options.
  
  Our records indicate your account ********** for service at *********************** is past due. This account has a pattern of late or insufficient payments. Pursuant to the **************************************************** rules, Citizens Energy Group is billing this account for a security deposit to provide adequate payment assurance on your account. Based on your current usage, the calculated deposit amount for your account is $290.00.  This deposit charge will show on your next bill. Failure to pay the security deposit will result in disconnection of your service(s). If you pay your entire account balance on time over the next twelve months, your deposit will automatically be credited to your account along with interest in accordance with the **************************************************** rules. To avoid the possibility of a payment oversight, you may want to consider enrolling in our Account Alerts program.Enrollment in this program permits us to send out important payment reminders through your choice of a voice mail, text message, and/or email. To learn more about the alerts this program offers, log onto ****************************** or call us at ************.
  
  The account is currently eligible for two types of payment arrangements:
  
  Short Term Arrangement:
  Down payment amount is $25 gas, $10 water, $10 sewer or 10% of the account balance; whichever is less, unless the customer agrees to a greater portion
  Max of 3 installments
  Installment amount must be greater than $10
  Monthly installments due with the current charges of the bill
  If arrangement breaks, we are unable to reset this arrangement type within 12 months
  
  Long Term Arrangement
  Down payment amount is 25% of the account balance
  Max of 12 installments
  Installment amount must be greater than $10
  Monthly installments due with the current charges of the bill
  If arrangement breaks, we are able to set up to 2 more arrangements within 12 months
  
  

  Customer Answer

  Date: 04/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  My issue is that I was never made aware that if I paid on disconnect notice (X) amount of times I would be penalized. Had I been advised in August when I made contact with the call center or even alerted before the actual deposit letter was sent that those deposit charges were a thing. I would have tried my hardest to make the full amount happen or a payment arrangement. Unfortunately, I thought I was not doing any wrong by paying the disconnect notice amount. Now I am in a bigger hole that I am trying to get out of. As you can tell by my history before ******* *** never been on a disconnect notice. In summary my issue and concern is that I strongly believe it would be ethically correct to inform your customers that if they pay on disconnect notice more than once they will be penalized with deposit charges. Even if my fees arent able to be reversed please consider informing customers that this can happen so other families wont have to go through this. 
  
  Regards,
  
  ***** ******
  

  Business Response

  Date: 04/30/2025

  We want to acknowledge the customers statement and appreciate her concern.  We strive to provide information up to customer expectations and are working to add additional content to the back of Disconnect Notices to inform customers of a deposit being added with multiple disconnect notices in a 12-month period. 

• Initial Complaint

  Date:03/20/2025

  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.

  on Monday 03/17/25 I paid my citizens energy bill in full, $405. Within 1 hour a Citizens employee was in my yard. I did not realize he had turned off my gas until about an hour later when my gas clothes dryer did not work. I immediately called customer service who informed me i would need to pay an additional $300 to have my service restored. I questioned this because i paid the bill prior to the disconnection. I was then told the automated payment system does not update in real time. I asked to speak with a supervisor and was told they were busy and would call be back with 24 to 48 hours. Today, Thursday 03/20/25, I had not heard from anyone I called back. This employee informed me that I did not pay in time and the deposit would still have to be paid. During our discussion she stated he turned my gas off at 0130pm. I explained to her this was incorrect because I was not back from my MD visit at that time and I went to a grocery store after that and got home around 4pm. unpacked then called and paid my utility in full. Within an hour I noticed someone in my yard. I watched him, not knowing what he was doing. I then noticed it was a citizens energy truck he drove off in. I did not think anything about it until an hour later when my clothes dryer was not working. The employee contradicted herself multiple times during our conversation. I again asked to speak to a supervisor she stated it was noted on my account and it would be 24 to 48 BUSINESS HOURS before anyone could talk to me. I was very upset because this is not what the employee had told me on Tuesday and demanded to speak with someone. After quite a few minutes on hold. A supervisor got on the phone and said until I pay the deposit my utility would not be turned back on and there was nothing he could do. He then hung up.I have had an account at the same address for 13 years and is paid in full. I was given zero warning about my disconnection. I was given no direction in how to get it restored.

  Business Response

  Date: 04/11/2025

  The customer received a disconnect notice with the bill on 2/20/2025, with a balance of $404.99,indicating that a minimum payment of $202.09 was due by 3/11/2025 to prevent disconnection of service. According to our payment vendor it shows that a payment of $405.00 was processed on 3/17/2025 at 6:14 PM. after the service was disconnected on 3/17/2025 at 1:38 PM. The last payment made on the account prior to this was on 12/30/2024.
  
  The customer reached out to us on 3/18/2025 to inquire about the disconnection of the gas service. A representative informed the customer of the necessary deposit of $150.00 and reconnect charge of $44.00 to restore service. The customer then requested to speak with a supervisor, and a supervisor spoke with the customer on 3/20/2025,further explaining the deposit and reconnection requirements.
  
  On 3/24/2025, the customer paid an additional $200.00, which covered the $150.00 deposit and the $44.00 reconnect fee. Service was restored the next business day, 3/25/2025.

• Initial Complaint

  Date:03/19/2025

  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 was told on 03/18/2025 by a representative that all I had to pay was the past due bill and half of the deposit to get my services turned back on.(past due bill and half of the deposit) I called today make the payment, and was told they don't split the deposit ********** less than 24 hours, I was told 2 different things. ***? I want my money back

  Business Response

  Date: 04/01/2025

  Recently, we updated our reconnection process regarding our representatives offering customers the option to pay half of the deposit to restore service. This change was intended to apply going forward, not to those who had already been informed they could pay half of the deposit for service reconnection.
  
  A supervisor spoke with ******* today and apologized for the confusion. We also asked if there was anything else we could assist her with, and she confirmed there was not.

• Initial Complaint

  Date:03/12/2025

  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 issue with Citizens Energy related to water leak under ground in front yard outside home. Please see attachment for explanation.

  Business Response

  Date: 04/03/2025

  The bill serves as a notification for any changes in water usage. Customers can also sign up for high-usage alerts via text or email through the self-service portal online by registering the account. The meter reader does not have access to the property to determine whether the meter dial is spinning due to a water leak or because of water usage within the home.Currently, our meters measure water usage in cubic feet rather than gallons.Although the usage is measured in cubic feet, the customers bill would have illustrated an increase from historical usage and an increase in the monthly charge.   
  
  Customers are responsible for leaks on their property. The customer contacted a plumber and confirmed they had an underground leak that had been unaddressed. After the leak was repaired, we were able to come along side and assist the customer by providing a leak adjustment for the two highest consecutive months, for a total leak adjustment of $1,286.63 ($379.32 water & $970.31 sewer). The adjustment is in accordance with Citizens **************************************************** approved tariff Rule 5.7.1 that state in part,Allowance for underground Service Pipe leaks or leaks in crawl spaces or concrete floors (but not leaks in underground irrigation systems) will be 75 percent of the charge for wasted water estimated from the beginning date of the leak to the date of repair, which period shall not exceed two regular reading periods (as provided for under Rule 5.1) unless extended by missed readings. The sewer rates are based on the water usage at the premises.
  
  As a courtesy we also removed all late charges during the leak period totaling $74.73.  We offer flexible payment arrangements of up to 12 months upon the customers request. 

  Customer Answer

  Date: 04/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed.  
  

  Please see the attachment for details of my reply. 
  
  Regards,
  
  **** ****

  
  

  Business Response

  Date: 04/16/2025

  We have adjusted the sewer charges in accordance with our established underground leak adjustment guidelines. During the summer months, when the customer fills their pool, the increased usage falls under the History Based Consumption (HBC) program, which provides all customers with a sewer discount from May through November based on their winter average. Per Citizens Commission-approved tariffs, the account is not eligible for any further sewer adjustments.  However, the account remains eligible for a payment arrangement under the following terms:
  
  Short Term Arrangement:
  Down payment amount is $25 gas, $10 water, $10 sewer or 10% of the account balance; whichever is less, unless the customer agrees to a greater portion
  Max of 3 installments
  Installment amount must be greater than $10
  Monthly installments due with the current charges of the bill
  If arrangement breaks, we are unable to reset this arrangement type within 12 months
  
  Long Term Arrangement:
  Down payment amount is 25% of the account balance
  Max of 12 installments
  Installment amount must be greater than $10
  Monthly installments due with the current charges of the bill
  If arrangement breaks, we are able to set up to 2 more arrangements within 12 months
  
  

  Customer Answer

  Date: 04/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  
  Please see attachment for reply. The response is not acceptable. 
  
  Regards,
  
  **** ****
  

• Initial Complaint

  Date:02/22/2025

  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.

  On Dec 16th I got a disconnect notice from citizens and my water was shut of. I went to stay at my boyfriends until I could pay it I paid it off on Feb 20th. It was 1098. I called to have it turned back on and they said theres was usage for 6 weeks that was unauthorized. 2 different customer service **** told me 2 different things. I was told it was 1100 by one and over 1300 from another. It is not possible to use 856 in water and sewer in 6 weeks. They are refusing to turn it on even after saying my balance is 0

  Business Response

  Date: 03/11/2025

  Services were disconnected for non-payment on 12/16/2024 due to a returned payment from the bank for insufficient funds. On 2/13/2025, we returned to the property and found that the water service had been turned back on unauthorized, with additional usage registering on the meter since the original date of disconnection.  We then turned the service off again and removed the meter.   Subsequently, a payment of $1098.33 posted to the account on 2/20/2025.   The customer contacted us on 2/27/2025 and we agreed to reconnect services on 2/28/2025 even though customer paid less than what was owed on the account.
  
  The customer was quoted two different amounts as follows:
  
  The first quote included only the past due charges,deposit, and reconnect fee.  
  
  1st Quote
  
  Past Due Amount $730.00
  Sewer Deposit $185.00
  Water Deposit $145.00
  Reconnect Fee $25.00
  Total $1,085.00
  
  The 2nd quote included past due charges,unauthorized usage, deposit, reconnect fee and re-lock fee.
  
  2nd Quote
  
  Unauthorized usage $884.07
  Sewer Deposit $185.00
  Water Deposit $145.00
  Reconnect Fee $25.00
  Re-Lock Fee $30.00
  Total $1,269.07

  Customer Answer

  Date: 03/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
   
  The employee had a personal vendetta and I m not sure why.  I was told different things every time I called.  I did not use any unauthorized services.  I was given 3 different answers by 3 people.  I paid the total bill on my account in the website using their numbers. When I was done I owed 0 I called and another very nice person said i had no balance and restored services.  I asked ***eatedly on the process of filing a complaint but was never given information. I have a handicapped husband and a ****** child I need water .  The employee should be retrained because shes lacking every skill a customer *** should have 

  
  Regards,
  
  *** ******

  
  

  Customer Answer

  Date: 03/11/2025

  I received a check from citizens.  The disgruntled employee that had a personal vendetta ihas now sent another email with a different number.  I will not be paying either deposit.  

  Customer Answer

  Date: 03/11/2025

  
  

  Customer Answer

  Date: 03/11/2025

  
  

  Business Response

  Date: 03/24/2025

  Prior to the addition of the water deposit of $140.00 and the sewer deposit of $145.00, the account balance was $1,052.33. On 2/20/2025, the customer made a payment of $1,098.33, leaving a credit of $46.00. This credit was refunded to the customer. However, this amount should have remained on the account. The refund check was processed on 2/20/2025 , while the deposits were charged to the account on 2/27/2025.
  
  The current account balance as of 3/24/2025 is $304.00, which includes the water and sewer deposits ($140.00 for water and $145.00 for sewer), as well as a $19.00 charge for resetting the water meter due to unauthorized usage.
  Please note,the sewer deposit was initially quoted at $185.00, but due to an error made by the representative, the customer was only charged $145.00. The difference of $40.00 will not be billed to the account.
  
  
  For reference, please see the applicable Indiana Administrative Codes related to water and sewer deposits below:
  
  170 IAC 6-1-15(e)(3) that states, a utility may require a present customer to make a reasonable cash deposit when:
  (1) the customer has been mailed disconnect notices for two (2) consecutive months;
  (2) the customer has been mailed disconnect notices for any three (3) months within the preceding twelve (12) month period; or
  (3) the service to the customer has been disconnected within the past four (4) years pursuant to section 16 of this rule.
  The amount of such deposit may not exceed an amount equal to one-sixth (1/6) of the expected annual ******** for the customer at the address at which service is rendered. In the event the required deposit is in excess of seventy dollars ($70), the utility shall advise the customer that he or she may pay such deposit in equal installment payments over a period of up to eight (8) weeks,except where such deposit is required as a result of a disconnection for nonpayment, in which case full payment of the deposit may be required prior to reconnection.
  
  
  170 IAC 8.5-2-3(e)(3) that states, the service to the customer has been disconnected within the past four (4) years pursuant to section 4 of this rule.
  The amount of such deposit may not exceed an amount equal to one-sixth (1/6)of the expected annual ******** for the customer at the address at which service is rendered. In the event the required deposit is in excess of seventy dollars ($70), the sewage disposal company shall advise the customer that he or she may pay such deposit in equal installment payments over a period of up to eight (8) weeks, except where such deposit is required as a result of a disconnection for nonpayment, in which case full payment of the deposit may be required prior to reconnection.
  
  The customer also referenced in her response: The disgruntled employee that had a personal vendetta has now sent another email with a different number.  I will not be paying either deposit.  
  
  We were unable to find any record of an email being sent to the customer from the email address listed below in the complaint:
  E-mail: *********************************  Although an email was not found, the customer was charged in accordance with the rules and regulations.

  Customer Answer

  Date: 03/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  I was contacted by the citizens employee several times. I have never gotten the same amount owed twice.  Its ridiculous that a company thinks they can do whatever they want because they have a monopoly on water .  
  ]
  
  Regards,
  
  *** ******

  
  

• Initial Complaint

  Date:02/03/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My issue is after calling to make arrangements about my bill. I was notified that my meter had not been read since I got my services reconnected in January of 24 so they sent someone out to read my meter then put the amount on one bill as if that was far to me when I had no knowledge of my bill not being read so was just paying that amount that I seen online I feel like it's unfair and least they could have broken it up or something I'm already struggling being on a payment plan I don't agree with the amount

  Business Response

  Date: 02/12/2025

  The customer has not reached out to us regarding her concern. We contacted her today and were able to provide $350.00 in Citizens assistance toward the bill, and we established a reasonable payment arrangement for the account balance.
  
  The customer appeared satisfied with the resolution.

  Customer Answer

  Date: 02/22/2025

  It has been resolved 

• Initial Complaint

  Date:12/27/2024

  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.

  My account has been on autopay for the past 14 years. Apparently, the autopay failed on the side of Citizens. For 14 years I have not had to closely examine statements from Citizens as I'm on autopay. I pay both gas and water through autopay. The first statement in the envelope from Citizens shows my account balance and autopay status ---for my gas!!!!!!!!Little did I know that hidden at the back of the envelope was a bill saying that my water account was no longer on autopay!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! This had/has nothing with balances in my bank account but everything to do with their incompetence. I now have to pay hundreds of dollars for reconnection which I feel is totally unacceptable!!!!!!!!!!!!!!!!!!!!!!!!!!!!! I do not feel I should have to pay for their incompetence and would like compensation. Thanks

  Business Response

  Date: 01/06/2025

  Due to a delayed billing issue, our payment vendor inadvertently stopped the autopay for this account following the payment received on June 3, 2024. As a result, payments were no longer being deducted from the customers bank account, which led to the disconnection of service for non-payment. Although the bill indicated that autopay was no longer active, the customer has informed us that she did not notice the change and was unaware that autopay had been stopped for the water service.
  The payment of $714.11 made by the customer was applied to bring the account current, based on the last payment received on June 3, 2024. Given the customers excellent payment history, and the inconvenience this situation caused, we have applied a $75.00 service recovery credit to the account.Additionally, we have waived the following fees:
  $14.00 delinquent trip fee
  $25.00 reconnect fee
  $17.07 in late fees

• Initial Complaint

  Date:12/03/2024

  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.

  Overpaying for water and sewer bill.

  Business Response

  Date: 12/27/2024

  Due to a locked gate, we were unable to obtain accurate water meter readings for several months, resulting in the customer being billed for zero consumption. However, we were able to obtain an actual meter reading on 9/30/2024, and the customer was billed for the actual usage. Due to the billing on 9/30/2024 being greater than 12 months without an actual read the account was rebilled on 12/16/2024 reducing the account balance by $285.00.  Additionally, a new meter was installed on 10/18/2024 with an electronic reading device to eliminate the need to bill for zero consumption due to the locked gate. Moving forward, the customer will be billed based on actual usage.
  
  The customer has agreed to a satisfactory payment arrangement of $20.00 per month for ******************* addition to paying the current charges, to bring the account current.

• Initial Complaint

  Date:12/01/2024

  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.

  Last year, Citizens Energy replaced the water meter at a property that I own.They chose to replace it; I did not request that it be replaced.The meter is located in the basement of the house.They installed a new meter that transmits a signal so that it can be read from outside the house.The technician that installed the new meter confirmed that it was operating properly at the time.This year, Citizens Energy began sending me threatening letters.The letters said that they were unable to gain access to the meter and they would disconnect service if they weren't able to access the meter.I called to make an appointment and they scheduled an "all day" service call for 9/13/24.Citizens Energy only allows 15 minutes for me to get to my property after the technician calls.This means that I have to take time off of work when they schedule an appointment because I cannot get to the property from work within 15 **********, I was unable to earn 8 hours of pay because they scheduled an "all day" appointment.I was available all day on 9/13/24, but nobody from Citizens Energy called or came to the property.Citizens Energy prevented me from earning $392.00 that day.The threatening letters continued, so I called to schedule yet another appointment.They scheduled another "all day" appointment for 11/4/24, so once again, Citizens Energy prevented me from earning $********* was a hassle getting them to keep the appointment that they had made that day; I can provide an explanation if desired.When the technician finally showed up, he determined that the new meter was working fine; there was no problem, so he did nothing other than verify proper operation of the meter.Citizens Energy's actions have prevented me from earning $784.00 for a problem that didn't ********'s not acceptable for Citizens Energy to victimize their customers in this way.I had a similar experience when they replaced the water meter, and I can provide further details, if desired.Thank you.

  Business Response

  Date: 12/24/2024

  Our records indicate that a letter was sent on 7/29/2024 notifying the customer that we had been unable to obtain readings for the water meter at ***************************************. The customer contacted us on 8/5/2024 in response to the letter to schedule an appointment to replace the meter. The appointment was set as an all-day appointment with a 15-minute call-ahead on 9/13/2024, however the order was routed in error on 9/14/2024.
  We attempted to call the customer twice on 9/14/2024. The first attempt was at 3:35 pm, but there was no answer. A second attempt was made at 3:50 pm,again with no answer, and a voicemail message was left on phone number ************.
  On 8/26/2024, a second letter was sent to the customer advising that we were still unable to obtain a reading. The customer contacted us again on 9/16/2024,stating they did not receive a call on 9/13/2024, although they did receive a voicemail message on 9/14/2024 about the need to replace the water meter. Our representative informed the customer that there were no available appointments through October and advised that they would be contacted once an appointment became available or another letter would be sent.
  A third letter was sent on 10/14/2024, again addressing the issue of obtaining a meter reading. The representative placed an order for 11/4/2024.Upon inspection, the technician found that the property was vacant, and the meter was functioning properly. Since the property is vacant, this would support why the meter was reading zero consumption.
  Although we are unable to compensate the customer for loss of wages, due to the customers time and effort involved in complying with our requests, we will credit the account with a $100.00 service recovery.