ComplaintsforMidwest Energy & Communications

• Initial Complaint

  05/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In April/May 2023, Midwest Energy & Communications (***) sent out correspondence they would be installing high speed fiber optic internet in our area. After 3 phone calls to verify services/fees, we signed up and paid $500 in early June 2023. We were then sent monthly emails informing us of their progress. We were told we would have our internet in Quarter 4, 2023. This did not happen. We called twice during this period and were told a crew would be out to run line to our home by Thanksgiving and then by Christmas and that did not happen. There was no bad weather during this time. We were then told we would not receive internet until Quarter 1, 2024. On March 11, 2024, a crew came out and ran line from the power pole to our home. The crew advised us they were from *** and internet was up and running completely in our area. They also stated we would have internet by Easter. That did not happen. We had also stopped receiving emails several months prior letting us know what was going on. It is now May 13, 2024, and we still do not have internet. In two weeks it will have been a year since we paid. We have gone by the *** office in ******** twice and spoken to ***. *** advised *** has completed their work but they are waiting on Consumers Energy to issue permits or swap out power poles. Until that happens, no one in our area gets any internet. *** claimed there is no one to call at Consumers Energy to get an update and *** could not provide any information on who at *** is working to get this resolved. We have asked *** twice to have *** please start sending out informational emails to those of us affected by this and we have received none. *** is failing to show any urgency to get this done and refuses to provide names and phone numbers on who to contact at *** or Consumers Energy about it. They are also failing to keep open lines of communication with customers who have paid them a lot of money and are STILL waiting.

  

  Business response

  05/16/2024

  To Whom it May ********************** Agent ****, called and spoke with **************, about the delay in her fiber service.  We anticipate ************** service to be connected by the end of Quarter 2.   We agreed with **************, construction delays should be communicated. 

  05/16/2024 we sent the following message to customers experiencing fiber delays:
  
  Fiber internet construction for your address has currently been delayed. We apologize for the inconvenience and understand how frustrating it is. There are a few things causing delays for us in the ********** area:
  
  Ground thats too wet to bury cable
  Waiting on easements so we can access a property
  Waiting for other utilities to ***** us the necessary permits to allow us to attach our fiber to their equipment. This is standard industry practice.
  
  Rest assured, we are working as fast as we can and hope to have our mainline fiber infrastructure completed by early- to mid-June. Next, comes completing the service drop up to your home and then service drop splicing.  For those where the service drop is already completed, it will be moved on to service drop splicing.
  
  We thank you for your patience.

  If there are any additional concerns ************** can contact **** directly at ************

  Thanks

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

  Customer Solutions Manager 

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

   

  Customer response

  05/20/2024

  We received a response from customer service representative **** at MEC who advised we will be getting our fiber optic internet by the end of Quarter 2, 2024.  Previously, MEC promised we would have service by the end of Quarter 4, 2023, and then by the end of Quarter 1, 2024.  They failed to meet both deadlines.  If we do not have working internet by the end of Quarter 2, 2024, as they now claim, we will be filing another complaint. 

  Also, *** stated they sent out an email on 5-16-24 to all customers who were experiencing delays on their fiber optic service.  We never received this email and one of our major complaints is the company's failure to frequently and honestly communicate with customers.  Why did we not receive this email?  And, *** has never provided a phone number for any of their supervisory staff/higher *** that we can call to get updates/information, particularly when they are failing to meet their own deadlines.  The only people you can speak with are customer service reps and they never have pertinent information and refuse to provide those numbers.  

   

  

  Business response

  06/19/2024

  I spoke with ****** yesterday over the phone. During that conversation, I explained that part of the fiber construction process is MEC attaching our fiber lines to other utilities poles. This is standard industry practice. Unfortunately,in this situation, we ran into unforeseen delays as we waited for proper permitting and power to complete our work.  However, as of June 18, 2024,we are beginning splicing at the premise.  Once residential splicing has been completed, a door tag will be hung,notifying the customer they are ready for in-home installation.   We look forward to providing the service we promised to deliver and apologize for lack of miscommunication.   

  I can be reached directly at ************ and I would be happy to assist with any additional questions.  

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

  Customer Solutions Manager

  ********************************************* and ********************** 

   

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had received an advertisement from them in the mail for fiberoptic service. I called and learned about it was sold a package and told 6-12 weeks and a possible delay because of winter months for setup. I intended to work from home bought a computer, desk and chair. Called 6 weeks into waiting for service to get an update. It took them a day to figure I was in the wrong zone and my internet wouldnt be built until the last quarter of the year. Whoever is responsible for mail advertisements and selling is extremely incompetent and should be reevaluated. I just feel bad for all the people who got the same thing. I now have a work from home setup that I cant use and wont have internet for another 8 months aka I will not be receiving service from this dog water company. *********************, time or mental health on these guys.

  

  Business response

  03/04/2024

  To Whom It May ******************************* received marketing materials based on the construction maps that we had at the time.  After discovering the ******** ********** of ************** (MDOT) is performing construction on US 127, our construction has been delayed in this specific area.   Unfortunately,we will be unable to proceed with construction until the fourth quarter of 2024.  We have updated our construction map and contacted impacted customers. ************ was provided a refund for the connection fee that was paid.  If ************ is interested in proceeding with construction in the future, the connection fee would be due at that time.

  We sincerely apologize for the miscommunication and can absolutely understand the frustration.  We hope that in the future we can provide ************ with the service we promise to deliver.   

  Thanks 
  *************************

• Initial Complaint

  11/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My fiber Internet has been out for quite sometime because of a firmware issue. I called on the evening of Wednesday, Nov 1 and went through all the steps of unplugging and resetting the router with no result. The tech informed me that it may cost ****** to fix if I did something to cause it to go out. I'm not sure how sitting on the couch would do that, but in any case, I said ok. Come on out. I called Thursday morning to see when the tech guy was coming. I was then informed that I would need a new router, and they were being delivered as we spoke. Friday, Nov 3 , no router in the am. I called and offered to pick it up at the *** facility. I was told no, the drivers were going to be delivering them on this day for sure. I had to go through the unplugging and resetting with this tech just to be sure. I guess, *** isn't aware of the type of router I have, and whether it not it is the one with the firmware issue. Friday pm I called again as I did not receive the router. Again, I was told it was being delivered today. The customer service supposedly contacted someone to double check. It did not arrive. I tried to call again, couldn't get through, so I responded to the one and only email that said I should have received the new router on Friday. I did NOT receive one. Saturday, called again. I was told nothing could be done until Monday. Let Sunday rest. Monday, expected (not sure why) a router in am. By lunch, no router. Received a voicemail saying that my email had been received and since there wasn't a ticket for the issue, I did not get my router. What? In all of the phone calls I was told that a ticket existed. He also mentioned something about responding to the email. Yes, I used my data plan to email *** as I am using my data plan to write this complaint. Called again. I have been assured it will be delivered today. Not upset over the technical delay, but I am angry about false promises. *** I expected much better communication and service!

  

  Business response

  11/10/2023

  The customer was part of an internet outage that impacted several customers causing them to need new routers. She received her new router on 11/06/2023 date, and we have credits are being issued for the duration that she was out of service. 

  We sincerely apologize for the miscommunication.   

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

  Customer Solutions Manager

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

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

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on March 31st 2023 Midwest Energy had a tree company cut a huge tree down that was in my yard. When they first came and marked the trees they were going to trim they marked this tree out by the road and I said to them I don't know what you are going to trim on that tree but it is a dead tree and is going to fall and when it does its going to take the power pole out across the road. I left it at that and they said they were going to look at it, they called me back the next day and said yeah we are going to cut that down because that is a four way pole and would be a mess if that tree were to fall on it. I said ok. so a few days later march 29th they were out in my yard cutting down my Red Cedar tree I called and asked why they were cutting that tree down and the guy said that was part of the deal that they would cut that big ******** if they could cut my cedar down. I said I didn't know what deal he was talking about and that I didn't care if they cut that oak tree down or not. they guy on the other side of the line was one of the tree company's guys said oh you don't know about any deal? I said no! and I want my Cedar tree left alone he told me he already started to cut that down so I said whatever. so they cut the oak tree down on that Friday the 31st and then told me that was all they were doing with that. I said no you cut it down you need to take care of it he said no you asked us to cut it down its yours. I did not ask them to cut this tree down and they left it in my yard they trashed my yard as well when cutting it down. I made no deal with them to cut it down and the power company is taking no responsibility for cutting it down. this tree in no way was going to bother me if it went down other then not have power for a few days. it would not have done any damage to my lawn or property if it went done on its own. this company has caused me a great deal of stress and sleepless nights because of this. I don't have the equipment and it is still in my yard.

  

  Business response

  08/03/2023

  Dear **************,
  
  When planning vegetation management on your property, you made a request to have the oak tree removed. The oak tree was outside our right of way, but our certified arborist determined that your oak tree was at risk of failure and agreed to remove it.You were informed that trees outside our right of way are made safe and not cleaned up. 
  
  The cedar tree was directly under the powerlines and in the right of way. It was removed as part of our routine vegetation management program. We have a professional and public service obligation to remove such hazards when they are identified.Under the normal standard of practice, the oak tree would have been made safe by topping and leaving the spar. The tree was removed to ground level at your request and as a courtesy from MEC. 
  
  If you have any further questions, please contact me at (contact info).
  
  Sincerely,
  ******

  Customer response

  08/04/2023

   
  Complaint: 20404906
  
  I am rejecting this response because: I didn't ask to have this tree cut down. I simply pointed out that the tree you had market to trim was a bad tree and would fall on the pole across the road if it did fall. the tree guy called me back after looking at it and said yes if that tree were to fall it would land on a four way pole and cause a major power outage. I said yes your right. two days before cutting the tree down when talking to the other tree guy that was cutting my cedar tree down and saying it was part of the deal to cut the ******** I told him right then and there I didn't care if he cut that tree down or not leave my cedar tree alone and told him i never talked to anyone about cutting my cedar tree down or making any deal because I didn't care if that tree was cut down. your tree guy is laying and I didn't even talk to ***** until after that tree was cut down i only talked to the tree company that was doing the work so no deal was made and i never asked for that tree to be cut down. That tree in no way would have hurt or damaged anything on my property I was only worried about it hitting the power pole across the road. also I don't understand if this tree wasn't in you right of way or trimming area why was it market to be trimmed?
  
  Sincerely,
  
  ***************************

  

  Business response

  08/18/2023

  We can come to **************** property and remove the oak wood.Any landscaping would be **************** responsibility. He can contact me at his earliest convenience, and we will set something up.
  
  If you have any further questions, please contact me at (contact info).
  
  Sincerely,
  ******
  
  
  *************************

  ************
  Midwest Energy & Communications
  60590 **********
  ********** ** 49031

  Customer response

  08/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First problem is their customer service. Long hold times and they arent able to assist you. Second is their prices. On internet and electric. They will raise your prices and there is nothing you can do about it. Third is they charge you deposits for your service when you have been a long time paying customer. They claim to be all about their customers, but clearly arent, far from it actually. I would never choose to do business with Midwest and would not recommend them to anyone either. Their fiber optic internet is not worth it.

  

  Business response

  09/02/2022

  We apologize for the lengthy hold times experienced after hours.   Our regular business hours are Monday thru Friday 8 am to 5 pm, in addition to calling we offer chat and e-mail as contact methods.   
  
  In an effort to protect all of our customers, there are times when additional deposits are required to secure an account. An alternative option to additional deposits is prepaid metering, which has no additional costs on the front end.  
  
  We offer a direct fiber connection to the home with several different package options. Additionally, we participate in Federal assistance programs Lifeline and ACP to help lower-income customers. 

  If additional assistance is needed ,please call me directly at  ************.  

  Thanks

  Meghan 

   

  
  

  Customer response

  09/07/2022

   
  Complaint: 17805281
  
  I am rejecting this response because: there was no resolution. I called during normal business hours. Internet still doesnt work the greatest, and your management showed NO concern for the customer. *** requested to be contacted regarding these issues and have had no contact. Shame on you Midwest. Do your research before using this company. All of the bad reviews are true. 
  
  Sincerely,
  
  *************************

  

  Business response

  09/22/2022

  Good afternoon, 

  I have left my personal contact information for ***** on the number listed in the complaint.  I can be reached Monday - Friday 8 am to 5 pm. @ ************ if I am unavailable at the time you initiate the call please leave a message and I will get back to you as soon as possible. 

  We stand behind the service we provide and are willing to work with you to provide the best service possible.  

  Thanks 

  Meghan 

• Initial Complaint

  11/03/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Ok so I signed up for ebb or ebbp an had autopay setup for my discount on internet services mind you I was not informed from either parties that my phone company took it upon their selves to take it from my internet company to themselves now I have an almost 200 dollar internet bill they waited 2 months an want me to pay for what they didn't catch I paid what the bill said not my fault I wasn't informed sooner on the issue so it could of been fixed sooner

  

  Business response

  11/04/2021

  Business Response /* (1000, 5, 2021/11/04) */ Contact Name and Title: Meghan T***** CSM Contact Phone:************* Contact Email: ***************************** Unfortunately we have no control over what providers the customer initiates the EBBP discount with. We added the discount on 05/21. After review of the active EBBP subscriber list for September we noticed another provider transferred Mr. ********'s benefit to them on 09/14 and then we removed his discount effective 09/14. Since his contact on 11/01/2021 Mr. ******** was asked to contact EBBP customer service. He contacted us back and let us know we could re -enroll him in the EBBP. Per EBBP rules a discount cannot be provided by two providers and we don't notify the customer when the discount is removed as they are applying for it with another provider. We are following up with Mr. ********, as we understand the loss of the credit can cause financial hardship and are willing to set up whatever long term arrangement is needed. Meghan T***** Consumer Response /* (3000, 7, 2021/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not agree with the response for one autopay was active as is the no response since they cannot be responsible for contacting me I am not responsible for them not catching it sooner an going back an making me pay a large a mount Business Response /* (4000, 9, 2021/11/09) */ We would be happy to provide Mr. ******** with a payment to reduce the effects of a large balance. Please have him contact us toll free. We will not be issuing a credit as the customer is responsible for when and how their EBBP benefits are being applied. We bill credits according to how they and when they are received. Thanks Meghan T***** Consumer Response /* (4200, 11, 2021/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ok so I didn't switch nothing I had autopay active those months an payment was taken as we both thought it was correct so why is their mistake my burden payment was made but not caught how is that the customer's fault why wait so long shouldn't the business be on top of it so it doesn't happen I pay the set amount it was paid I didn't do the switch an was not aware I'm the consumer not the business I check my pay period month with the autopay it wasn't corrected until a later date when 2 months have went by

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