ComplaintsforMichigan Gas Utilities

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My gas services were shut off for non-payment on 2-14-24 sometime before 10:30am (I learned of this when it started getting cold in my house). I called at around 10:30am and paid the required amount for reconnection. There was no shutoff notification on my online account with **********************. I do recieve emails from ***, but no emails were sent regarding a shutoff. The last emails I recieved about my bill was on Feb.26 stating that my bill was due on Feb 16. And the other the same day showing a payment arrangement schedule I made online. I did not recieve any phone calls or voice messages from *** regarding a shutoff. I did recieve ONE automated phone call on January 29 (did not say what it was regarding) and waited on the line for about 2 mins before hanging up and calling them right back (I was working at the time) I opted to have a representative call me back, but no one did. I have not recieved any mail regarding a shut off (although they said they sent a letter). I was told by *** that a technician came out to disconnect service. There was no notification left stating that my service was disconnected with service restore info. I requested for service to be connected the same day. They informed me that they do not schedule service for the same day. It's in the low 30s today and will be in the 20s overnight. I have nowhere else to stay. Also, my account was supposed to be coded low income, and was told initially that I'd be on the winter protection program when I first started service. Apparently that never happened. I was also told on Feb 14 after reconnecting my service, that I would be placed on the Winter protection program with a monthly budgeted amount. This is also not reflecting on my account. I would like compensation in the amount of $300 as a credit on my account for the cost of three space heaters I am buying to heat my home in hopes that my pipes won't freeze tonight. I am asking this because I believe they violated more than one MPSC regulation.The reason my past due is so much is because they merged a past due from a previous address onto my bill, which was supposed to be under a separate payment arrangement on a different account.

  Business response

  02/15/2024

  Customer was shut off for non-payment 2/14/24. Upon review of customers account, we did find that when she went on service back in Nov 2023, she had an old bill that still needed paid, so we transferred it over to her new account and was going to set her up on *** after that happened. When we reviewed calls and notes on the account, we failed to follow up after the transfer to ***. This now causing the shut off currently. Customer did pay the *** payment, and we expedited the request of same day turn on. Turn on was completed 2/14/24. Customer was satisfied with this request. 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My gas was shut off on November November 21 I paid it in full on the app that night as soon as I recieved my payroll deposit in my account. I called on Wednesday November ********************************************* I had to speak to some other collection department so I waited on hold for over an hour I was advised that they couldn't turn me on until Monday because it was the holiday week and because I paid on the app the payment hasn't cleared yet so they can't reconnect until it cleared I was told Monday. So I left it at that. I waited on Monday no one showed up I called and was told nobody ever put in an order so now I had to wait until Tuesday and was advised someone would be out between 730am and noon. I waited until 12:30sh and left to work so I would still get a little money. The tech called me at 1:02pm and said he'd be there in 5 minutes. I wasn't home. I tried calling Michigan gas when I got off work at 4 pm and was told by the man that someone would be out that day to give it time business day hasn't ended I tried explaining what happened to reschedule and he ignored me just kept saying the tech was coming that day. So I waited I call at 8 am on November 29 to be told that they couldn't turn it on until November 30. Between 8am and 5pm. The woman told me they don't make appointments it's just the whole day you have to be home. Would have been nice if someone told me the truth the first **** times I called. So it's now been 8 day with no heat in Michigan it's 25 degrees as the high. My child was hospitalized due to having pnumonia because I have no heat. I tried to see if I could use a different provider because I honestly don't believe this company about anything they say. They lie and get away with it.

  Business response

  12/05/2023

  This customer we have on file as *****************************. For this customer, her disconnect notices is dated due 11/13/23. Customer claims doesn't check mail often. Customer was shut off 11/20/23 and paid her arrears 11/22/23. Customer said had voice message of 11/27, but no order was created since customer needs to call us after making payment over IVR so when she called in so was created for 11/28 for am. Tech was running behind so called customer and left message, but customer already left to return to work. When customer called in after work 11/28 and told we would be out that night which was incorrect. No one called to let the customer know not coming so when customer called on 11/29 dispatch was notified, and the proper process not followed so issued order per supervisor to reconnect gas. ************ was restored on 11/29. Coaching to all agents after the 11/28 call for all calls in error from new call center. Customer did have reconnection fee waived along with another credit of $100.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First they turned off our gas to our home when I have a new born. The bill was paid for. Then they tell me that they will have it on ?/18/2023 and the didn't have it on the schedule until the next day. They were rude and unprofessional. Did not want to help.

  Business response

  09/21/2023

  Customer was shut off for non-pay on 9/13/23. Customer paid arrears due on 9/15/23. When customer called our call center to schedule turn on. The *** informed her it would be turn on 9/19 but customer wanted sooner date. The *** tried for 9/16 which is a Saturday, and our technicians don't work the weekend. So, her next day per tariff should have been 9/18/23. The *** told her this date after we pulled calls to confirm. The *** ended up scheduling for 9/19/23 instead. When 9/18 day came, and the customer called in as she was worried about missing the appt. We informed her the turn on was for 9/19. Both reps from 9/15 and 9/18 should have escalated to a supervisor to see that this is a reconnection for non-pay and handled the order by scheduling for next day of 9/18. When the customer called back again and got another ***, that rep ended up advocating for the customer as it wouldn't allow for same day turn on. Informed them what the customer was saying about the date being told to her wrong. On 9/19 the day of the turn on, the supervisor did call the customer back to apologize for the errors and her concerns, and after pulling calls realized the customer was correct and should of had a turn on on 9/18. If the first and second rep would have escalated, this turn on would have been done on 9/18. We apologized to the customer for the inconvenience. The two reps that took these calls we coached and retrained on the proper process to follow for reconnections at ***. 

• Initial Complaint

  04/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Account number: **************** regarding ********************************* Received a disconnection notice regarding my services. This notice provided the information to contact Michigan Gas Utilities to make a payment arrangement on the account to avoid disconnection. After contacting said gas company, my services were still disconnected within 48 hours of the arrangement. Upon calling back into the company to resolve the issue, and make the requested down payment toward the arrangement, the company informs me that this is not acceptable, and that a minimum of 40% of the balance owed would be required and also an additional reconnection fee would be needed in order to restore my services. Contacting them over the course of 4 days and trying to have an understanding that I had not done anything wrong, the resolve is still the same. I even went as far as reaching out to local charities and community action with no luck to help with this situation. I want to honor my arrangement, and they aren't allowing me to do so. The original amount owed on the account was *******, which I cannot understand. The 40% reduced down payment was $1247, with an additional $50 required for reconnection. This is outlandish compared to the arrangement agreed on of $125 down, and $166 a month with the additional regular billing required. I can afford that, not the other.

  Business response

  05/03/2023

  Customer called on 4/23/23 to find out what happened to the *** payment terms that were set up after being removed. Customer did make only 1 payment and missed the next payment, so customer was removed from that payment arrangement. Customer did have a disconnect date of 4/26/23 and called in wanting to make payment terms. Customer was informed could pay $125 down by 4/28 and will make arrangements for the rest over time. The payment term was never set up and therefore resulted in the customer being disconnected on 4/26/23, but another error on our rep was that customer should have been told that their down payment was to be paid by the due date of the disconnect as well. The other times the customer called in, he should have been informed that they saw the note from the previous rep for the $125 and had not seen the payment terms not set up, granted that request. Instead, they wanted the customer to pay the 40% of total balance. Customer was contacted on 5/1 and left a message to cover this with supervisor and then again on 5/2 and we honored the $125 down payment and new terms due to our error of not putting the payment terms out there and informing the customer this down payment should have been due by 4/26. Customer made their payment 5/2/23 along with reconnection fee and order scheduled for 5/2. The order could not be processed and turned on when tech came out due to the customers piping leaking and needed repaired before we could process turn on. Customer has called back and rescheduled his turn on for 5/4/23. 

  Customer response

  05/03/2023

   
  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

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been in an on going nightmare with this company for months. I was unemployed for a big portion of last year and so ran up a bill. Which is understandable. I started working and started making payments on an arrangement. Then suddenly one day their mobile application states I owe something to the tune of a $1000+ when my balance the previous month had been zero. I call an agent and am told it must be an error with my reader and to wait until like next month. I wait, call and check in again just to be sure and get told to wait again it was a known issue they were fixing.Except that was a lie, it wasn't any kind of error they had apparently just decided that because their meter was faulty they went back like 8 months and charged me extra that their meter apparently forgot to charge me, oh and while waiting for the "error" to be fixed apparently my initial payment arrangement lapsed despite being told by one of the reps that everything would be fine while they investigated. After going through some extremely rude service agents I finally arrived at a supervisor who was begrudgingly willing to fix the situation.Well apparently I didn't learn my ****** because it all happened again. I was paying on the app. I had a zero dollar balance. Then I suddenly had a $1500 balance. I called thinking it was some mistake. The rep advised it was and to wait. I waited I think 2 weeks checked the app again. It told me 181$. (Still high but reasonable at least) I paid it and once again showed a 0 dollar balance.Except that once again because I followed the advice of ***'s own representatives apparently the payment arrangement had passed by -1- day and in that one day they scheduled me for disconnect and demanded the entire balance to stop it.This company's reps have constantly given me false information and have never once taken any accountability for it. Anytime I asked for a supervisor I was just hung up on and put back into the call queue. No one seems to want to help.

  Business response

  04/26/2023

  Customer did have rebilled charges in 2022 due to estimated reads that we had gotten an actual reading for, some was billed for usage that was used. Customer had set up payment terms to cover those in July of 2022. Customer kept making his payments until he called in 3/7/23 to say he couldn't get auto pay to work. He informed us would be paying in full but never received a payment. On 3/8/23 the customer was back billed again due to estimates with getting an actual reading and therefore, new charges added to his billing. Customers payment terms broke and therefore went down our collection path due to no other payments or new arrangements called in and new disconnect notice was issued 4/4/23 was disconnected on 4/20/23. Customer did make a payment on 4/24/23 and due to new charges and needing new terms set up. Offered to reset new payment terms without total arrears or minimum down but had to leave message for customer 4/24/23. Customer called back 4/24/23 and new payment term was set up along with turn on. We reached out to dispatch to have set up and pushed the order through for 4/26/23. We informed them this is not correct, and order changed to 4/25/23 after speaking with customer if would be home. Order was completed on 4/25/23. Coaching to the new call center and dispatch that customer was to be a reconnection and turn on order done within next business day after payment and speaking to the customer to schedule. 

  Customer response

  04/26/2023

   
  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

  04/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 04/19/2023 our gas was shut-off due to late payment. On 04/20/2023 we paid the bill to have the gas turned back on, which didnt happened. Called this morning 04/21/2023 and at first the clerk stated that someone wouldnt be out until 04/22/2023, then changed it stating that someone wont be out until 04/24/2023. I have 4 kids it's 45 degrees outside and suppose to snow...I cant go 5 days without heat or gas especially after already paying the payment and late fees for being late.

  Business response

  04/26/2023

  Customer is correct that they had their gas shut off on 4/19/23 and did make a payment for just the shut off amount on 4/20/23 but failed to call back in to let us know the payment was made and to schedule a turn on. Making a payment online does not come through to anyone to let them know you made a payment. Upon the customer calling on 4/21/23 to find out about the reconnection of service, the consultant had advised that they can't get till Monday 4/24 since per tariff we have to get within next business day of customer calling and paying for their reconnect. Customer was wanting on sooner so paid our $100 after hours fee to get gas on sooner. On 4/22 when turn on not done, the customer called back, and the consultant checked with dispatch as to the issue. They were informed could not do that day. This was incorrect, the customer should have had a turn on scheduled for 4/22/23. This was sent up to supervision and order was processed on 4/23/23. Coaching to the new call center and dispatch was done for proper process on how to handle reconnection orders. Very sorry for all the confusion. 

• Initial Complaint

  04/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a bill on 3/15/23 for over $637. They did only estimated readings of 292CCF, 229 CCF, 180 CCF through December to March. I called multiple times and finally had a tech come out. The tech noticed that the meter was completely off and the readings they were charging me were not accurate. He gave me and accurate reading of 328 CCFs for the entire time that I lived in this house on 3/24/23. I did an actual reading on 3/30/23 and that was a 343 CCF total. The tech said that I was over charged and still not have not received an actual bill. They sent a new bill on 3/30/23 which said I owed $642 and still did not adjust my bill. I have contacted them two more times on their online customer service email address 4/1/23 and 4/4/23 and once on the phone and still no response. In total since 3/15/23, I have called them at least three times a week and still have no resolution. I have requested a new meter and my bill to be made accurate and this has not been resolved.

  Business response

  04/12/2023

  Customer did have estimated readings from time new install of device was made on their account in Sept of 2022. Once actual reading was obtained in December of 2022 and readings continued into March when another actual reading was captured. Customer was cancel/rebilled, but not done correctly as amount never came off account. Billing department was notified on 4/11/23 and adjustment was made to account for actual usage from 12/2/22-3/29/23. Customer new balance for those 3 months was $156.29. He has since made a payment for the wrong amount prior to the adjustment so customer now has credit remaining on account toward future ********. New bill was sent to the customer 4/11/23 to reflect the changes. 

   

  Customer response

  04/24/2023

   
  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

  06/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My gas was turned off inspite of regular payments to past due balance. The payments to avoid disconnection were online and did not register prior to disconnection. The customer service representative told me the online payment would register in half hour and my gas would be restored by end of same day Or next day. Payment did not register as promised. Reconnection was scheduled for 5 days later. No supervisor contact as promised. Was given a dispatch number and was told the number was not for customers and deferred. Representative from initial calls was nearly laughing at my situation and misled me throughout the entire days worth of calls. I am still waiting to hear back from the supervisor as of 830pm. The initial call was 11:50am.

  Business response

  06/16/2022

  the customer was making regular monthly payments, but was not in a payment arrangement (that would have kept her out of credit activity). Never called to have payment terms set up with our company.
  
  Disconnect notice went out 5/11 requesting minimum payment of $240 to avoid disconnection. The customer made payment on 5/26 of $120, but that would not have stopped the disconnect.Customer called in after disconnect on 5/26, stating she made a payment but was disconnected. Consultant advised now that gas is off, the customer will need to pay the full balance of $600.09.
  
  The consultant did advise the customer that when she pays the full balance we will reconnect next day and we would be out first thing in the morning, starting at 8am. When customers are making a payment to reconnect, we encourage them to use **** Matrix because that post to the account almost immediately. The customer paid on the mobile app which shows in the notes that they scheduled a payment, but it doesnt post immediately to the payment history/account until the end of the day.
  
  The consultant offered a Supervisor, who was not available, so she offered a callback by end of day (twice). The consultant told the customer that she needed a Supervisor to give her permission to reconnect because the payments were not showing pending/posted yet. In the meantime on 5/27, from another consultant, contacted our dispatch to have order expedited due to reconnect is required within next day or 24hrs. Tech was to call customer before arriving to be home.  A supervisor reviewed the form 24-hours later on 5/27 and the reconnect was already completed so closed the form and did not call the customer.
  
  This customers experience was not very good. We should have told her on the very first call that she should pay with **** Matrix to have that immediately post and then schedule the reconnect. That would have avoided all the downstream impacts.
  
  I did provide feedback to the consultants leader who issued the order for the 31st, as she didnt expedite the appointment correctly. I will also follow up with the first consultant (who actually spoke with the customer 3 times) about how to talk w/a customer in this situation and utilizing **** Matrix.
  

  Customer response

  06/16/2022

   
  Complaint: 17260873
  
  I am rejecting this response because:

  while many of the details in the response are accurate they fail to outline additional failures including:

   

  gave customer the emergency dispatch number by customer service representative and was told she may reach out to schedule an appointment herself if an appointment had come available

   

  a supervisor NEVER called the customer and it was the customer who reached out and spoke to additional customer service representatives and finally insisted on a supervisor again. At that point a supervisor claimed she could not help. When she realized the customer had been promised next day reconnection she relented- instead demanding that the customer remain home for an 8 hour window and refusing to have the reconnection staff provide a notification that they were on their way. The customer explained she had to pick up and drop off her children at school and did not want to miss the technician. Already angry that she had to fulfill the promise made by the original customer service representative, the supervisor refused to guarantee a call. 
  

   

  The technician was the only positive experience. He was timely and polite. 

  
  Sincerely,
  
  *****************************

  Business response

  06/23/2022

  On 5/26/22 at 5:58pm customer had called about their reconnect order as supervisor hadn't yet gotten to form that they needed to call. Customer was misinformed that a supervisor would call back same day. It is to be told 24-48hrs. The rep on 5/26 provided our dispatch number to the customer and transferred the customer directly to dispatch. Apologized for customer being told same day as we do not do that. It is told that turn on should be within a 24hr period or next day. That is not happen as they just transferred her back to customer service. They proceeded to talk about the supervisor call back. On 5/27/22 customer is right she had to keep calling as supervisor can call back with 24-48hrs but when customer called back at ******, the customer was transferred to a supervisor and she would pull calls and we don't do same day. Once payment is received we reconnect within the 24hrs or next day. The supervisor did state we can do an all day order 8-5 that day 5/27. Customer requested a call ahead and we informed her we would put on the order, which we did, but can't guarantee the tech will see it. How we have fixed this problem since customer informed our supervisor she should like process fixed is on our side we review calls and processes and we take it to our coaching team for the first consultant and I have verified with that team that this has been done. 

  Customer response

  06/28/2022

   
  Complaint: 17260873
  
  I am rejecting this response because:

  I believe I should be entitled to monetary compensation in the form of reimbursement or credit to my account to compensate for the lack of knowledge, training and overall poor professionalism of the collective representatives. I have had to invest a significant amount of time and energy to identify and correct the faults that the Michigan ************** and team of representatives.  The collective cannot not or will not recognize on their own without clear and blunt identification from an outside source. 
  

  This experience has highlighted the lack of cohesion, basic working knowledge and compassion for their customers throughout the corporation. 
  

  It is my desire to have a clear apology and a reimbursement or credit applied to my account. Until then, I cannot find the attempts at resolving this to be satisfactory. 

  
  Sincerely,
  
  *****************************

  Business response

  06/29/2022

  We do deeply and sincerely apologize for all the miscommunication given to the customer by our call center representatives. We do value our **************** and want to get it right. We have stated previously here of our errors on our part and what should have happened. A supervisor has spoken to this customer back on 5/27/22 to correct this reconnection of service and informed the customer of coaching that will be applied to all representatives that handled this account. For the customers time and effort put in to this issue, and errors on our part, we are willing to give her the monetary compensation of $100 that will cover her reconnection fee and her first months billing that is currently on her account. 

  Customer response

  06/29/2022

   
  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.
  

  Thank you for making things right. I appreciate it. 
  
  Sincerely,
  
  *****************************

*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. ↩