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Complaint Details
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Initial Complaint
11/30/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
A representative came to our house, spoke with us about switching gas service. We had reservations about switching and did not sign a contract with Michigan Natural Gas. Roughly a week later we recieved a letter in the mail that reads, "Thank you for choosing Michigan Natural Gas...". I will reiterate, we did not sign a contract with them. We called them and the representative we spoke with stated that they had a signed contract on file. The representative's only response was that she would close our account. If we had not been paying attention and caught this before 30 days, we would have been forced to pay a $50 termination fee to Michigan Natural Gas.Additionally, when we spoke with Michigan *** Utilities, they required security information before making changes to our account, ********************** did not, which adds a significant risk of a random person shutting off gas service to someone else's home.Business response
12/06/2023
The customers account was enrolled with Michigan Natural Gas on 11/14/2023, after speaking with an in-person sales representative. A welcome letter and terms and conditions of the contract were mailed to the customer after enrollment. On 11/16/2023, a Quality Control call was made to the phone number on file from the ****************************** to ensure the customer was satisfied with the enrollment process and to ask if there were any questions regarding the Program. On this call, the *** toll-free number is given so the customer may call back with any questions or concerns.
The customer contacted ********************** outside of business hours on 11/24/2023. On 11/27/2023, *** returned the customers call and left a voice mail.
The customer contacted ********************** on 11/30/2023 requesting cancellation. According to the call notes, the customer acknowledged speaking with a ********************** sales representative but was unaware of signing a contract. We apologized for any inconveniences and assured the customer that the account had been cancelled without penalty. The cancellation was confirmed with *** on 12/1/2023.
On 11/30/2023, *** received notice of BBB Complaint #********. On 12/1/2023, Michigan Natural Gas contacted the customer regarding the issues detailed in the complaint. Unfortunately, Michigan Natural Gas was unable to speak with the customer and as of this response, we have not received a return call from the customer.
********************** takes all compliance issues seriously and will continue to monitor our sales and customer service teams to ensure our high-quality standards are being met.
Please let us know if you need additional information concerning this matter.
Sincerely,Michigan Natural Gas
**************
Customer response
01/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
I firmly reject their response. It does not make any mention of my specific complaint, nor does it address any corrective steps being taken to avoid having consumers' signatures be added by the company (and/or it's representatives) to contracts.
Regards,
*************************Initial Complaint
11/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Someone from this company came to my house said they were from DTE and that I needed to give him my bill and it wasnt optional. He then proceeded to have me hand him my phone and he typed my info for an application I never even knew about. Once I read it I said no, and the salesmen continued to push. The company is clearly directing its employees to win over gullibe people and I will be filing an attorney general complaint as wel.Business response
11/08/2023
On November 2, 2023, Michigan Natural Gas received notice of BBB Complaint # ********. Michigan Natural Gas has not contacted the customer as requested. ********************** has placed the telephone number provided in the complaint on our internal Do Not Call list and placed the customers address on our internal Do Not Solicit list.
Michigan Natural Gas does not have record of the name or phone number being associated with a Michigan Natural Gas enrollment. Therefore, the Michigan Natural Gas ************************** would like to speak with the customer regarding the issues detailed in the complaint. We encourage the customer to call our *************************** so we may gather more information on the experience with the agent and address any compliance issues.
We ask that the customer reach out to our **************** Team at our toll-free number at their earliest convenience, **************. Michigan Natural Gas takes all compliance issues seriously and will continue to monitor our sales and customer service teams to ensure our high-quality standards are being met.
Please let us know if you need additional information concerning this matter.
Sincerely,
Michigan Natural GasInitial Complaint
09/27/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
This company is trying to come to your door and change your gas company without your consent. They are claiming they are the state of Michigan.Business response
10/02/2023
On September 27, 2023, Michigan Natural Gas received notice of BBB Complaint # ********. On October 2, 2023, Michigan Natural Gas contacted the customer regarding the issues detailed in the complaint. Unfortunately, Michigan Natural Gas was unable to speak with the customer and as of this response, we have not received a return call from the customer.
********************** does not have record of the name or phone number being associated with a Michigan Natural Gas enrollment. Therefore, the Michigan Natural Gas ************************** would like to speak with the customer regarding the issues detailed in the complaint. We encourage the customer to call our *************************** so we may gather more information on the experience with the agent and address any compliance issues.
We ask that the customer reach out to our **************** Team at our toll-free number at their earliest convenience, **************. Michigan Natural Gas takes all compliance issues seriously and will continue to monitor our sales and customer service teams to ensure our high-quality standards are being met.
Please let us know if you need additional information concerning this matter.
Sincerely,
Michigan Natural Gas
************Initial Complaint
09/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Last week a man came to my door claiming to be able to lower my gas bill. When I expressed that my bill wasn't expensive, he asked to see my bill. He said "we can definitely lower your bill, you just have to sign here." I was not in a good state due to pain medication from an injury and went along with him expecting an explanation, but it did not come, he took my signature and left. I had no explanation of what was happening, and felt blindsided. I didn't even get told the name of the company. I didn't have any clue what had happened until I got a call today from Michigan Natural Gas thanking me for switching to them. I feel like I've been tricked into something. This is despicable.Business response
09/06/2023
The customers account was enrolled with Michigan Natural Gas on August 29, 2023, after speaking with an authorized sales representative. A welcome letter and terms and conditions of the contract were mailed to the customer after enrollment.
On September 1, 2023, Michigan Natural Gas placed a quality control call to the customer to confirm the customer was satisfied with the enrollment process and to ask if there were any questions regarding the enrollment. The Michigan Natural Gas toll-free number is given on this call so the customer may call back with any questions or concerns.
Michigan Natural Gas received notice of BBB Complaint # ******** on September 5, 2023. On September 5. 2023, Michigan Natural Gas contacted the customer regarding the issues detailed in the complaint. Unfortunately, the customer abruptly ended the call. ********************** received no further response from the customer. Due to receiving the complaint, the customers enrollment with Michigan Natural Gas has been cancelled.
In regard to the customers allegations pertaining to the agent misrepresenting themselves, agents marketing on behalf of Michigan Natural Gas wear an approved Michigan Natural Gas uniform and a badge that clearly states the agent works for Michigan Natural Gas. Additionally, the contract signed by the customer includes the ********************** name and logo in increased font size at the very top of the contract and is signed by the customer stating that the customer understands that she is switching her account to **********************.
Michigan Natural Gas takes all compliance issues seriously and will continue to monitor our sales and customer service teams to ensure our high-quality standards are being met.
Please let us know if you need additional information concerning this matter.
Sincerely,Michigan Natural Gas
Initial Complaint
08/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Their salesman came to my house claiming to be from DTE and said my bill was going to double but they are going to make it so it doesnt they asked me for my information and when I gave it to him he said he was going to send a text to verify the information and when I got it he told me to sign to verify my info when I read the terms it mentioned switching suppliers from dte. When I asked he told me that I would still be with dte I decided to end the interaction then and checked into it more and they are a separate company and not dte.Business response
08/10/2023
On August 7, 2023, MNG received notice of BBB Complaint #********. On August 9, 2023, Michigan Natural Gas contacted the customer regarding the issues detailed in the complaint. Unfortunately, Michigan Natural Gas was unable to speak with the customer and as of this response, we have not received a return call from the customer. We encourage the customer to call our *************************** so we may gather more information on the experience with the agent and address any compliance issues.
In regard to the customers allegations pertaining to the agent misrepresenting themselves, agents marketing on behalf of Michigan Natural Gas wear an approved uniform, including a Michigan Natural Gas vest and a badge that clearly states the agent works for Michigan Natural Gas. Agents are also required to provide each potential customer with a ********************** card that displays our logo and our toll-free number.
Please let us know if you need additional information concerning this matter.
Sincerely,Michigan Natural Gas
Initial Complaint
07/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
A gentleman wearing identification and clothing from Michigan Natural Gas came to my door and told me that there was some kind of error with consumers energy and I'm being charged too much for my natural gas. He was offering to fix the problem. After he left I came to realize what he was doing was signing me up for an alternative supplier for my home's natural gas. This was not made clear to me in our conversation, in fact he made it seem like he was doing something routine on behalf of consumers energy.Business response
07/27/2023
The customer spoke with a ********************** sales representative on 7/22/2023 about enrolling in the Gas Customer Choice Program.
On 7/22/2023 the customer sent an email to ********************** **************** requesting cancellation. Per the customers request, the customer information was flagged in our database to ensure the customer information would not be processed for enrollment. On 7/24/2023, an email confirming the cancellation was sent to the customer.
On 7/24/2023, MNG received notice of BBB Complaint # ********. On 7/24/2023 and again on 7/26/2023, Michigan Natural Gas placed a call to the customer to gather more information regarding the experience with the authorized sales representative and the customers decision to cancel. Michigan Natural Gas was unable to speak with the customer and as of this response, the customer has not returned a call to our customer service department.
The agent associated with the enrollment has been retrained on compliance. Michigan Natural Gas takes all compliance issues very seriously and will continue to monitor our sales and customer service teams to ensure our high-quality standards are being met.
Please let us know if you need additional information concerning this matter.
Sincerely,
Michigan Natural Gas************
Customer response
07/27/2023
[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
06/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 6/22/23, I went outside to water my plants, and a man wearing a reflective gas company vest was standing on my porch. He said he was from my gas company (Michigan *** Utilities) and they were going around to review the rate changes I would be seeing on my upcoming bill. He had a sample Michigan *** Utilities bill with him and said he would show me on my bill the line items that would be changing. He confirmed my address and phone number and copied down my account number from the bill. He said I would be getting a confirmation text to acknowledge that he informed me of the rate change, which I got and marked accept. I should have been more suspicious, but I am almost nine months pregnant and was in a hurry to get back to a meeting. When I went back in the house, I had an email saying that I had agreed to transfer my service to Michigan Natural Gas. I immediately called the company, and they said they would put a block on the application, but I got no confirmation in writing. The fact that this company has representatives posing as workers of another company and lying to people is completely wrong, and they need to be stopped. I have already confirmed with my gas company that I will not be switching, but I would like confirmation in writing from Michigan Natural Gas that this application was blocked.Initial Complaint
05/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Two men claiming to be with dte came to my door asking about the gas bill and wouldnt leave even after I told them the **** wasnt in my name. They claimed they were updating their billing system and it would only take a min. Come to find out it wasnt dte at all it was this awful company preying on people in hopes they wouldnt notice. Im disgusted with these unethical business practices and plan on warning all my neighbors that might have been fooled .Business response
06/01/2023
The customer spoke with an MNG sales representative on *** 19, 2023, about enrolling in the Gas Customer Choice Program.
********************** missed a call from the customer on *** 24, 2023. MNG returned the customers call on *** 24,2023, and left a voicemail. As of this response, the customer has not returned a call to our customer service department. On *** 30, 2023, MNG received notice of BBB Complaint # ********. Due to receiving the complaint, the customers enrollment with Michigan Natural Gas has been cancelled. As requested, Michigan Natural Gas has not contacted the customer.
In regard to the customers allegations pertaining to the agent misrepresenting themselves, agents marketing on behalf of Michigan Natural Gas wear an approved uniform, including a Michigan Natural Gas vest and a badge that clearly states the agent works for Michigan Natural Gas. Agents are also required to provide each potential customer with a ********************** card that displays our logo and our toll-free number.
The agent involved with the enrollment has been retrained on clearly stating the details of the Program,and the importance of compliance. Michigan Natural Gas takes all compliance issues seriously and will continue to monitor our sales and customer service teams to ensure our high-quality standards are being met.
Please let us know if you need additional information concerning this matter.
Sincerely,Michigan Natural Gas
Initial Complaint
05/14/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Misleading information to get a contract signed.Business response
05/18/2023
The customer spoke with an MNG sales representative on May 3, 2023, about enrolling in the Gas Customer Choice Program. ********************** submitted the enrollment to the utility on May 4, 2023. On May 5, 2023, Michigan Natural Gas received a response back from the utility stating the enrollment was rejected. The customer will not receive service from **********************.
On May 15, 2023, MNG received notice of BBB Complaint # ********. Michigan Natural Gas has not contacted the customer as requested. ********************** has placed the telephone number provided in the complaint on our internal Do Not Call list and placed the customers address on our internal Do Not Solicit list.
Michigan Natural Gas takes all compliance issues seriously and will continue to monitor our sales and customer service teams to ensure our high-quality standards are being met.
Please let ** know if you need additional information concerning this matter.
Sincerely,
Michigan Natural GasInitial Complaint
04/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Different workers from this company visit my house every few months. I have repeatedly advised them that I am not interested in their services. Please make sure they do not come to my house again.Business response
04/10/2023
On April 6, 2023, Michigan Natural Gas received notice of BBB Complaint # ********. Michigan Natural Gas has not contacted the customer as requested.
Upon receipt of the complaint, Michigan Natural Gas searched its records and was not able to locate enrollment records for this customer. Nonetheless, the account information provided by the customer has been flagged in the ********************** database to ensure the customer information cannot be processed for enrollment. Additionally, Michigan Natural Gas has placed the telephone number provided in the complaint on our internal Do Not Call list and placed the customers address on our internal Do Not Solicit list.Michigan Natural Gas takes all compliance issues seriously and will continue to monitor our sales and customer service teams to ensure our high-quality standards are being met.
Please let us know if you need additional information concerning this matter.
Sincerely,
Michigan Natural Gas
Customer response
04/10/2023
[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,
*******************
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Customer Complaints Summary
33 total complaints in the last 3 years.
9 complaints closed in the last 12 months.