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:03/05/2025

  Type:Sales and Advertising 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 cancelled my service with Consumers Energy (CE) in October of 2023; we had sold our home. I ordered "Electrical" (electrical only, not gas, not appliance warranty) service in November of 2023 for our builder at our new address (and received new account #) so he could have electricity for his various tools. We received our Certificate of Occupancy on 1/19/24 and moved in the next day with all brand new appliances. I recently found out that CE has been charging me for the Service Appliance Plan without my permission, without asking me if I still wanted the plan, without asking me what plan I may want, without asking me if I needed the plan, without asking me if I need anything covered Ala Carte. I have been charged over $800 for a plan that I did not want need or renew. I actually had problems with an appliance and I called the store I bought it from, not CE. You do NOT need your appliances covered by a secondary warranty when they have a manufacture warranty. Canceling my service means canceling all of my service. The amount charged each month is taken from my bank on the same day, in the same transaction, not two different transactions.I see a huge corporation taking money from a loyal customer and not making any kind of amends. I called CE on 2/25/25 to lodge my complaint and did not receive a call back as promised twice! I had to call again and again! CE has a monopoly over me, I have nowhere else to obtain my electricity. They refuse to refund my money sating I need to cancel the appliance plan even though I cancelled all of their services. It is so very wrong, and the customer is left to lose all of this money while a large corporation takes advantage and steals my money.I am asking that all of my money be refunded as it was stolen from me. If I had not allowed CE to take my monthly payment directly out of my bank account, they would not have been able to steal this money from me.

  

  Business Response

  Date: 03/13/2025

  03/06/2025 09:15:06 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  ******* ******
  ACCOUNT NUMBER: 0576
  **************************************************************************************************
  Dates of Service: October 17, 2023 - Present
  Email Address: ************************************
  **********
  INITIAL CUSTOMER CONTACT:
  3/6/25
  I sent the following text and email via Riverstar:
  Account Number: ending in 0576
  Service Address: **********************************************
  Dear ******* ******,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the ****, notification number **********. I assure
  you Consumers Energy takes all customer complaints seriously.
  The ***************** Plan is not regulated by the ***********************
  Commission, and therefore we are unable to provide them your telephone
  number or email address. I have forwarded your concerns to that team and
  be assured your concerns have been escalated. Please call their escalated
  voicemail at ************ and leave your name, telephone number and email
  address and they will follow up with you shortly.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ******* ****** @ ******************************************** if
  you have any further questions or concerns. Our team is dedicated to
  resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  **************************
  *****
  ASSIGNED TO *** 3/6/25
  03/06/2025 12:25:50 EST (DJLOUCKS)
  3/6/25 - this was sent to **** ****** to work.
  03/11/2025 14:24:54 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  The following information was provided by ***** ***** from ***:
  ***** ****** | 3/6/2025 12:26PM
  Called customer to advised that we have received her compliant and that is
  under investigation. No answer left **.
  ***** ****** | 3/6/2025 12:29PM | Customer called Direct Line
  Customer called my direct line returning the ** that was left. I advised
  that the complaint has been received and is under investigation. The
  customer stated that she called in later October 2023 to have all
  services, including utility, completely stopped at her old address (************************************) and then in November 2023 restarted the services at her
  new address (**************************) due to her new home was being built and
  had the services back on for the contractor to building. She stated that
  no one asked her to keep the same service at the new address that were at
  the old address. I advised that I will investigate the call her next week
  with the outcome of the research and how we can move forward.
  ***** ****** | 3/10/2025 10:43AM
  Called customer to advise of the outcome of the complaint. I advised that
  there were no records of her canceling, but she will be getting a credit
  of $399.84 as the customer was sent a price increase letter before the
  price increase took effect in September. The credit is from 2/2024 to
  9/2024. The customer was not happy with this and stated that she never
  received the letter and asked where it was sent. I stated the address we
  have on file is the ************************** is where it was mailed to. The
  customer stated again that she never received it. The customer advise that
  she canceled her service online and the website does not advise that the
  customer has to cancel her *** separately. I advised that I could inquire
  to see what further action we can do. I advised it may take a few days,
  but I will call her back.
  ***** ****** | 3/10/2025 1:07PM
  Called customer to advised that after further research of her account that
  she will receive a credit of $821.70 for *** charges from 1/2024 to
  3/2025. The customer was satisfied with this outcome. The customer also
  noted that she will seek another service plan elsewhere as she is not
  satisfied with ***.
  **********
  SUMMARY OF RESOLUTION:
  3/10/25
  *** - CANCELLATION:
  The *** account was canceled on 3/5/2025, effective 2/25/25 per the case
  resolution. There are no records found to cancel *** from either *** or
  the Utility.
  Per the Utility Team: From what we can see the customer started service at
  new address with us. They did not stop service at old address with us- it
  was stopped because someone else called to place that address ( old one)
  in their name- which automatically ends service in this bp name.
  REFUND:
  The customer will receive a credit of $821.70 for the *** Charges from
  1/2024 to 3/2025.
  CUSTOMER INQUIRY CLOSED AS OF 3/10/2025
  FOLLOW UP/QUALITY CHECK:
  3/11/25
  Account Number: ending in 0576
  Service Address: **********************************************
  Dear ******* ******,
  Hi ******* ******,
  I am writing as a follow up to the complaint you filed with the ****
  regarding an appliance service plan. I understand you spoke with *****
  ****** from that department. If she was unable to address your concerns
  please let me know. You can reach me at ************ or
  ********************************************.
  Thank you,
  ****
  Sincerely,
  Consumers Energy
  **************************
  
  

• Initial Complaint

  Date:02/18/2025

  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.

  We have been using the consumers energy appliance program for 4 years and in those 4 years we have had 3 significant issues occur.1. They came to fix a minor gas leak and made it worse forcing them to turn our gas off in March with a newborn. Since they could not fix it that night forcing us into a hotel.2. Last year we had to have someone come out 4 times to fix our fridge and had to spend multiple hours on the phone to actually get someone to address the fridge no one fixed. 3. This year we have hd someone out 2 times to fix our dryer and now we are ***** to get anyone to address this issue. Additionally we have spent hours on the phone trying to resolve this and have basically been told we are out of luck. We were promised calls back that never happened as we continue to have a non working dryer.

  

  Business Response

  Date: 03/05/2025

  02/19/2025 10:43:39 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  *********** M *********
  ACCOUNT NUMBER: 3469
  ***********************************************************************
  Dates of Service: January 28, 2021 - Present
  Email Address: ************************************
  **********
  INITIAL CUSTOMER CONTACT:
  2/19/25
  I sent the following text and email via Riverstar:
  Account Number: ending in 3469
  Service Address: ****************************
  Dear *********** *********,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, notification number
  1073013947. I assure you Consumers Energy takes all customer complaints
  seriously.
  The ***************** Plan is not regulated by the ***********************
  Commission, and therefore we are unable to provide them your telephone
  number or email address. I have forwarded your concerns to that team and
  be assured your concerns have been escalated. Please call their escalated
  voicemail at ************ and leave your name, telephone number and email
  address and they will follow up with you shortly.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ******* ****** @ ******************************************** if
  you have any further questions or concerns. Our team is dedicated to
  resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  **************************
  *****
  ASSIGNED TO ASP 2/19/25
  02/25/2025 09:29:22 EST (DJLOUCKS)
  2/25/25 - sent reminder to ASP that this complaint is due on 2/26/25.
  03/05/2025 13:18:15 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  The following information was provided by ***** ***** from ASP:
  2/5/25 customer called in for a dryer work order. Scheduled the order for
  12/4 on 2/6/25.
  2/14/25 customer called back stating the dryer was not repaired and
  another order was created.
  02/18/25 customer called back stating his dryer still not fixed. Customer
  was extremely unhappy. A supervisor created a 3rd order and reached out to
  Field Support to call the customer. Field Support issued a gold check for
  the dryer.
  Following are tech notes for dryer work orders:
  W0276246, 2/6/2025:
  "Claims dryer not drying well. Dryer stacked to the rim of clothes.
  Recommended no more than half the drum of clothes to dry. Replaced gas
  coils from truck stock."
  W0279098, 2/17/2025:
  "Customer must put less clothes into dryer. No more than half the drum
  full of clothes. Dryer is working fine. Heats right up. Turned it off and
  restarted unit. Heat turns on and stays on. Also recommended cleaning air
  duct. Put gas coils in last time I was here. When she pulled clothes out
  of drum it was packed to the top. Clothes have to be able to tumble.
  Being full as a big ball and hot air can#t circulate through clothes."
  W0280574, 2/19/2025:
  "Replaced gas valves and igniter after further inspection of the dryer,
  found that the blower wheel isn#t working properly, causing no airflow to
  the clothing or garments inside of the dryer was able to order the part
  the customer was persistent in stating that they were unable to wait any
  longer without a dryer. The dryer is in significantly old condition
  please"
  *****
  3/5/25 - I sent the following email to Mr. ********* via Riverstar:
  Account Number: ending in 3469
  Service Address: ****************************
  Dear *********** *********,
  I am writing as a follow up to the inquiry you placed with the ************************* regarding a dryer repair. Our appliance service plan team
  attempted to call you at the agreed upon time of 8:00 on 2/20/25 and left
  a voicemail when they didn#t get an answer. They have not received a
  return call from you.
  Because you declined to have someone out again for the repair a gold check
  was issued for your dryer and it was cashed on 2/24/25. If you have any
  questions please call the escalated line for the appliance service plan at
  ************.
  Thank you,
  ****
  Sincerely,
  Consumers Energy
  **************************
  **********
  SUMMARY OF RESOLUTION:
  3/5/25
  ASP - DRYER REPAIR:
  The customer called in 2/5/2025 for an excessive drying dryer. A work
  order was made. The customer called back 2/14/2025 stating the dryer was
  not repaired and was unhappy and he needed another order. A repeat order
  was created (see tech notes W0279098).
  The customer called back on 2/18/2025 due to his dryer was still not
  fixed. The customer was extremely unhappy that the **** was not fixed the
  first time. A supervisor created a 3rd order and reached out to Field
  Support to call the customer back for this issue. ** issued a gold check
  for the dryer.
  MANY PROBLEMS OVER LAST 4 YEARS:
  Three work orders were created to have refrigerator repaired between
  7/16/2024 and 8/5/2024. No cases were created regarding the refrigerator.
  Ultimately refrigerator was deemed unrepairable and a Gold Check was
  issued.
  A gas line issue with the Contractor Colonial in 2022. This issue was
  pre-Aucera. Also, regarding the issue pertaining to the gas line, this was
  not an ASP fuel line customer.
  LACK OF COMMUNICATION:
  Customer called in at least 9 times regarding this dryer repair. Three
  work orders were created per call records for repairs. Customer declined
  last repair and were issued a Gold Check that was cashed on 2/24/25.
  CUSTOMER INQUIRY CLOSED AS OF 3/5/2025
  
  

• Initial Complaint

  Date:02/12/2025

  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 THE MORNING OF 2/12/2025 CONSUMERS ENERGY DISCONNECTED OUR POWER DESPITE THE **** THAT WE ARE AN EXTREMELY ********** FAMILY WHO HAD ALREADY APPLIED AND BEEN APPROVED FOR SER THROUGH MDHHS - AND HAVE CONFIRMATION OF SUCH - AND THERE WAS SUPPOSE TO BE A HOLD ON OUR ACCOUNT UNTIL 3/1/2025 TO GIVE US TIME TO COME UP WITH OUR PORTION OF THE PAYMENT SO MDHHS COULD THEN MAKE THEIR PAYMENT. THERE ARE TWO CHILDREN IN THE HOME AND THE WEATHER IS DANGEROUSLY COLD (REAL TEMPERATURE WAS 20 DEGREES WITH A FEEL OF ONLY 6 DEGREES AT THE TIME) AS WELL AS EXTREME WEATHER WARNING FOR THAT NIGHT AND INTO THE FOLLOWING WEEK WITH REAL TEMPERATURES AT ONLY ***** DEGREES AND A FEEL OF BELOW ZERO. CONSUMERS ENERGY REFUSED TO LISTEN TO US OR VIEW ANY OF THE OFFICIAL DOCUMENTATION THAT WE HAD AND WERE WILLING TO PROVIDE THEM WITH CONFIRMING THAT OUR ENERGY WAS SHUT OFF PREMATURELY AND NEEDED TO BE RESTORED. THE CUSTOMER SERVICE **** WE SPOKE TO (THERE WERE TWO - ONE THAT MORNING AND ONE LATER THAT AFTERNOON) WERE EXTREMELY RUDE EVEN GOING AS FAR AS LITERALLY LAUGHING AT OUR SITUATION. THEY REFUSED TO GIVE US ANY DIRECTION AS TO HOW TO GET IT CORRECTED AND FURTHERMORE EACH *** GAVE US COMPLETELY CONFLICTING INFORMATION INCLUDING DIFFERENT AMOUNTS DUE AND THE EXACT CIRCUMSTANCES THAT WOULD GET OUR POWER RESTORED IMMEDIATELY; ONE TELLING US A SIMPLE PROMISE TO PAY WAS ALL THAT WAS NEEDED FROM MDHHS WHILE THE SECOND SAID NOTHING WOULD BE DONE FOR US UNLESS ***** PAID THE FULL AMOUNT OF $1649.04. WE WERE LEFT WITH NO ANSWERS, NO REAL HELP, CONFUSED, ANGRY, AND OUR ENTIRE FAMILY INCLUDING OUR CHILDREN AND PETS LITERALLY FREEZING IN THE DARK. ALL WHILE HAVING OUR DOCUMENTATION FROM MDHHS RIGHT THERE IN FRONT OF US CONFIRMING THAT CONSUMERS ENERGY WAS IN THE WRONG. IT WAS A HEARTLESS AND CRUEL ACT ON BEHALF OF CONSUMERS ENERGY AND IT SHOULD HAVE BEEN CORRECTED IMMEDIATELY. THEY PUT THEIR CUSTOMERS IN A DANGEROUS AND HORRIBLE SITUATION, LEAVING ** TO FREEZE TO DEATH IN OUR HOME.

  

  Business Response

  Date: 02/13/2025

  02/12/2025 13:22:22 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  ****** ***
  ACCOUNT NUMBER: 4802
  *******************************************************************************
  Dates of Service: January 4, 2024 - Present
  Email Address: ****************************
  **********
  RELEVANT ACCOUNT INFORMATION:
  Current Balance: $3,129.17
  Past Due Balance: $2,691.74
  Turn Off Balance: $1,643.09
  *****
  Electric Usage History:
  01/04/2024 01/23/2024 770
  01/24/2024 02/21/2024 1,879
  02/22/2024 03/21/2024 1,971
  03/22/2024 04/22/2024 1,764
  04/23/2024 05/21/2024 1,375
  05/22/2024 06/20/2024 1,381
  06/21/2024 07/22/2024 1,584
  07/23/2024 08/20/2024 1,531
  08/21/2024 09/17/2024 1,421
  09/18/2024 10/20/2024 1,672
  10/21/2024 11/20/2024 1,746
  11/21/2024 12/20/2024 2,040
  12/21/2024 01/21/2025 1,988
  This home has the potential for the amount of usage billed.
  All meter reads have been actual.
  *****
  ******* History:
  Date Notice/Action
  12/11/24 Turn Off Notice - mailed $1,643.09
  01/23/25 Mid-Cycle Call - completed
  01/28/25 Intent to Disconnect - mailed
  02/12/25 Service Disconnected - for non-payment
  *****
  Hold History:
  12/15/24 - 01/21/25 Agency/SER hold
  *****
  Payment History:
  Date Amount
  02/29/24 $ 146.39
  04/12/24 $ 50.00
  04/18/24 $ 61.36
  06/07/24 $ ****** - agency payment
  07/24/24 $ 119.00
  09/20/24 $1,372.22 - returned
  10/31/24 $1,949.36 - returned
  *****
  Shut Off Protection Plan (SPP) History:
  07/24/24 enrolled - 10/14/24 de-enrolled for non-payment
  Due to being on SPP customer wouldn't be eligible for Winter Protection
  Plan (WPP) until 7/24/25.
  **********
  CUSTOMER CONTACT SUMMARY:
  2/12/******* pm
  I called ****** *** at ************ and reached voicemail for ********
  ***** (authorized on the account). I stated I was calling in regard to an
  inquiry placed with the ****. I asked that they return the call to go over
  their concerns and left my call back number.
  02/12/2025 13:50:20 EST (DJLOUCKS)
  1:49 pm
  ****** *** returned my call and we spoke of his concerns. I told him I had
  reviewed his account and confirmed he had been turned off for non-payment
  today. Mr. *** said that he has been approved for payment by *** and asked
  me to have the service turned back on. I explained that no assistance
  agency has notified us that they will be paying his turn off balance.
  Because of this we wouldn't be able to turn it on again without payment of
  the amount of the shut off notice for $1,643.09 plus reconnection fee and
  security deposit.
  Mr. *** said they had been trying to reach *** but haven't been able to
  get through. I suggested he keep trying and ask them to notify CE if they
  are authorizing payment for them. He thanked me and said he would do that.
  He then disconnected the call.
  **********
  SUMMARY OF RESOLUTION:
  2/12/25
  SHUT OFF NOTICE - *******:
  ******* history is listed above in "Relevant Account Information". Service
  was disconnected for non-payment after all required notices were sent to
  the customer.
  ACTUAL READS:
  All meter reads have been actual.
  HIGH BILL - CONSUMPTION COMPARISON HISTORY:
  Electric usage history is listed above in "Relevant Account Information".
  The usage has been very consistent and the home has the potential for the
  amount of usage billed. All billing has been based on actual reads as
  well.
  PAYMENT HISTORY:
  Payment history is listed above in "Relevant Account Information". Last
  payment was from July 2024. The last two payments the customer made were
  returned by their bank.
  ASSISTANCE:
  Customer is attempting to receive assistance from *** and is aware that at
  this time no payments have been authorized for them by an agency.
  CUSTOMER INQUIRY CLOSED AS OF 2/12/2025
  

  UPDATE:  Customer received Assistance and was turned on 2/13/2025

  
  

• Initial Complaint

  Date:01/25/2025

  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.

  January 8, I noticed our heat, hot water and oven was not working. I contacted my landlord, and they sent an HVAC tech out. The tech informed us that Consumers had put a physical lock on our gas meter, and he could not turn the gas back on without them. We received absolutely no notice of this, and our bill was up to date so I didn't understand why this would happen.Called Consumers, they agreed to have a tech come out. He showed up past the given appt time, looked at the meter for an hour and then said he couldn't fix it. He assured us he would come back the next day.The next day, our appt time passes and no one shows up or contacts me. I called Consumers three times and each time, they confirmed he would still be coming that day. He did not. Finally, on January 12th, someone else came out and fixed the issue. He showed up unannounced, we received no call at all about him coming. We were then told by this tech what the issue was: Consumers put a lock on the wrong meter. The lock was meant for our neighbor. Each time I called, the employee questioned me and said it showed that our gas was on. So, we were still billed for the four days that we had no gas in the middle of winter. They made a mistake and then didn't work the resolve the issue. This is completely unacceptable and I'm in awe that this even happened. Consumers dragged their feet to fix their own mistake. A tech negligently putting a lock on the wrong gas meter is insane behavior from a gas company. We received no compensation, not even an apology or recognition of their mistake. I am beyond upset.

  

  Business Response

  Date: 02/04/2025

  01/27/2025 08:31:11 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  **** *******
  ACCOUNT NUMBER: 4363
  *************************************************************************
  Dates of Service: May 10, 2023 - Present
  Email Address: ******************************
  **********
  INITIAL CUSOTMER CONTACT:
  1/27/25
  I sent the following text and email via Riverstar:
  Account Number: ending in 4363
  Service Address: *******************************************
  Dear **** *******,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, notification number
  1072862059. I assure you Consumers Energy takes all customer complaints
  seriously.
  We will be in touch with you soon to discuss your concerns and gather any
  additional information that may be needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ******* ****** @ ******************************************** if
  you have any further questions or concerns. Our team is dedicated to
  resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  **************************
  *****
  ASSIGNED TO GAS OPERATIONS 1/27/25
  01/27/2025 10:18:38 EST (DJLOUCKS)
  1/27/25 - this was sent to ******** ***** to work.
  01/30/2025 14:15:46 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  The following information was provided by *********** Supervisor ****
  Clemoens:
  This was an unfortunate situation, that has now been rectified via the BOD
  group. There was a total of 4 mixed meters at this same address. The
  technician thought that he was turning off Apt 1, but it was for Apt 2. I
  have spoken with damage claims and gotten the ok for the reimbursement for
  the customer.
  1st call attempt 1/28/25 @ 8:46 AM
  2nd attempt made on 1/29/25 @ 12:27 PM
  I left voicemail messages both times.
  1/30/25 I sent the following letter:
  January 30, 2025
  **** *******
  ******************
  ******************
  Case Number: 1072862059
  Dear **** *******,
  This letter is in response to your complaint at ********************************************************
  *******************
  I placed two phone calls to you, and left voicemail messages. First on
  1/28/25 @ 8:46 AM & the second on 1/29/25 @ 12:27 PM.
  I am reaching out to assist you with this matter. Unfortunately, we were
  not able to talk over the phone, so I hope this letter find you well. We
  have looked at your account and determined where/why the mistake happened.
  The meters were mixed between Apt 1 and Apt 2 in our records. So, our
  technician initially thought that he had the correct meter to correct
  address. Meter # ******** was turned off and locked because it was labeled
  in our system as Apt 1. However, it turned out that it was technically
  plumbed to your unit, Apt 2. The proper department has since corrected
  this issue within our records so this shouldn#t occur again
  I sincerely apologize for this error and the inconvenience. We are willing
  to reimburse you for the $97.28 that you spent on a contractor to
  investigate. I need to know which address would you like the check mailed
  out to? It typically takes 7-10 days to arrive.
  I was unable to reach you by phone, but it is my hope that this letter has
  addressed your concerns. If you have any additional questions, please feel
  free to call or send me an email. I would be happy to further assist you.
  Sincerely,
  **** E. ********
  (Pronouns: She/Her/Hers)
  *********** Supervisor-*********
  01/30/2025 14:29:35 EST (DJLOUCKS)
  *****
  The following information was provided by Billing Exception Specialist
  ****** *.:
  I have since corrected the meters and created the itemized statements.
  **** ******* has paid $1,080.08, and the other customer has paid
  $1,075.04.
  The calculated credit is $5.24 plus $0.05 (5% interest), totaling $5.29.
  However, to address the inconvenience caused, I applied a good faith
  credit of $25.00. I#ve sent a letter regarding the mixed meter corrections
  also noting the credit.
  Following is the letter that was sent:
  Dear **** *******,
  During our recent mixed meter investigation, we discovered you were billed
  on the incorrect gas meter at your current address, listed below:
  *************************************************************************
  We have corrected our records and applied a credit of $25.00 to your
  current account ************
  Please accept our sincere apologies for any inconvenience this may have
  caused. For any questions, please call our **************** team at
  ****************************** or contact me directly at ************ or
  ******************************************************************************.
  Sincerely
  Desira
  Mixed Meter
  **********
  SUMMARY OF RESOLUTION:
  1/30/25
  GAS SHUT OFF AND LOCKED:
  Per notes for 1/10/25 the shadow test (pressure test) failed. Meter
  ******** was turned off and pinned. Our records showed this was for
  apartment 1.
  TECH PUT LOCK ON WRONG CUSTOMER:
  Meter ******** was labeled for apartment 1, when it was actually plumbed
  to apartment 2. Apartment 2 was turned off in error.
  COMPENSATION:
  Damage claims *** has authorized reimbursement of $97.28. $25.00 credit
  has also been applied to the account for difference in billing with the 2
  units.
  CUSTOMER INQUIRY CLOSED AS OF 1/30/2025
  FOLLOW UP/QUALITY CHECK: not done as complaint was closed with an email.
  
  

• Initial Complaint

  Date:01/10/2025

  Type:Customer Service 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 name is ***** ***** and I am a customer participating in the ********************** ************** Program and have been for years. The plan I've been on for years is the *************** and I pay $59.99 per month. On last Friday, January 3, 2025 I called in to get service on my washer and dryer and was told that a tag had been put on my washer which indicated they would not be able to service my washer. This is the first time to my knowledge of hearing this yet Im continuously paying for the service in full. I asked when did this tag occur and she researched and said in January of 2024 as non-***airable. Yet within this year my washer is still working normally except for hearing a noise. I questioned the customer service *** as to why I had no knowledge of the tag being issued and Consumers determination of not to service my washer ever again and not notifying me and putting me on another care plan of lesser value since its minus my washer. Yet Consumers continuously collected the $59.99 for a whole year I feel deceptive without my knowledge of knowing I wouldnt be able to use the complete service plan! I then asked for a second opinion from another service provider because *** been using my washer on a regular basis weekly and sometimes daily with no issues. I was told no it couldn't be allowed and then was told a case had to be created in which I was given a case number of: CAS300820F3Y1R4 and instructed me that it would be escalated up for review and someone would contact me within 2 to 3 days. As of today January 10, 2025 I have not received any contact from anyone at Consumers Energy yet Im still paying the fee of $59.99 and not being allowed to receive the service for my washer which is under their contract. Please help me with this issue Im seeking help to get this unfairness resolved.

  

  Business Response

  Date: 01/24/2025

  01/10/2025 16:13:19 EST (RNSTAGG)
  CUSTOMER INFORMATION:
  ****** S *****
  Account number: 4541
  ************************************************************************
  Dates of service: 07/13/21 to present
  Email: *****************************
  01/10/2025 16:14:36 EST (RNSTAGG)
  ASSIGNING TO APPLIANCE SERVICE PLAN (****) COMPLAINTS
  INITIAL CUSTOMER CONTACT:
  01/10/25 - 4:20 PM - The following email ********************** and SMS
  text message (**************) was sent to the customer:
  "Thank you for reaching out with your concerns. We have received your
  complaint filed with The Better Business Bureau (BBB), notification number
  1072774082. I assure you Consumers Energy takes all customer complaints
  seriously.
  The ***************** Plan is not regulated by the ***********************
  Commission, and therefore we are unable to provide them your telephone
  number or email address. In order to assist you further, they have a
  special complaints voicemail box for this process. Please give them a call
  and leave your name, best contact number and email address and they will
  follow up shortly.
  The number is ************.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ***** ***** @ ***************************************** if you
  have any further questions or concerns. Our team is dedicated to resolving
  your issues as soon as possible."
  01/10/2025 16:25:19 EST (RNSTAGG)
  THIS WAS ASSIGNED TO **** ****** IN THE *** SOLUTIONS CENTER
  01/14/2025 11:19:20 EST (RNSTAGG)
  RESOLUTION PROVIDED BY ***:
  CUSTOMER CONTACT SUMMARY (prior to complaint):
  **** **** - 1/3/2025 at 1:34 PM -
  Customer called in to add on services to her existing plan. The agent
  pulled up the account. Customer added the Gas Fireplace. The interaction
  was reaching an end and the customer asked to have someone come out for
  her washer and dryer. The agent created and scheduled a work order for the
  Dryer. Agent began the washer work order, but was stopped for a Value-Out
  tag on the washer. The agent asked if the customer got a new washer since
  1/2024. The customer stated no. The agent placed the customer on hold to
  research the tag. The agent came back to the line and advised the customer
  that the washer was valued out 1/2024 due it was not repairable through
  ***. The agent also advised that the customer will need to send in an
  invoice of a new washer. The customer claimed that no one told her about
  it. The agent advised until an invoice is received, she cannot get
  scheduled for the washer. The customer stated the washer still works and
  it is only making a noise. The customer requested a Second Opinion. The
  customer stated she will be contacting ********************** Affairs because no one
  told her that the washer would not be repaired and a tag was placed on
  it. Agent created a Case requesting a Second opinion on the Deemed
  appliance. Agent advised the customer should be contacted in a day or two
  regarding her 2nd opinion. The customer asked what ********************** put the tag on
  her Washer as she does not want that company out for her Dryer. Agent
  remade the dryer work order, forcebooking it and commenting that the
  customer does not want AJ's Appliance. The customer requested to have the
  new Gas line that she added on to be removed. The agent canceled the
  upgrade per the customer request. Called ended.
  1/3/2025 at 4:23 PM - Agent called the customer, but there was no answer.
  The agent left a ** (voicemail message) advising the washer value-out tag
  was removed and a washer work order could be created.
  1/7/2025 at 11:39 AM - Agent called customer to provide an update
  regarding her case. There was no answer and a ** was left.
  1/8/2025 at 10:24 AM - Agent called customer to provide an update
  regarding her case. There was no answer and a ** was unable to be left.
  CUSTOMER CONTACT SUMMARY (after complaint):
  ***** ****** | 1/10/2025 4:30PM
  Called customer to advise the complaint has been received and is under
  investigation. I advised that the tag for the washer has been removed. It
  was placed on the account for the last repair 1/2024 per our policy that
  the part was not available for repair and the tag was placed on the
  account.
  - I created a washer work order; I had to force the order due to
  the customer not wanting AJ's Appliance and they were the only one
  populating for over a week, advised that Scheduling or a contractor will
  be in touch to advised when the appointment is.
  - I then advised the reason there was no contact for the case
  created earlier this month for this issue was because the ** was not set
  up. The customer denied this. I apologized.
  - I went over the compliant with the customer to ensure that all
  her concerns were addressed.
  - The customer stated all was addressed and there was nothing
  further I needed to address at this time. The customer was satisfied with
  the outcome. I provided my direct line for any future concerns.
  TO PREVENT THIS FROM HAPPENING AGAIN: Continued coaching for all agents
  regarding tags and how they can be possible removed so a work order can be
  made.
  A new washer work order was created by the Admin on 1/14/2025.
  SUMMARY OF RESOLUTION:
  - (**** - Washer Repair) Customer called in for a washer repair
  1/3/2025 and was denied due to a valued out. A second opinion case was
  created per policy. A new washer work order was created by the Admin on
  1/14/2025.
  - (*Was washer red tagged - date if so) The washer was valued
  out 1/2024 when it was serviced on 1/15/2024.
  - (*Waiting for contact that has not happened) The customer was
  contacted 3 times after the first call 1/3/2025 with **** ****
  CLOSING CUSTOMER INQUIRY AS OF 01/14/25
  FOLLOW UP QUALITY CHECK: At the discretion of the Advocate, no additional
  calls were made.
  
  

  Customer Answer

  Date: 01/29/2025

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

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Some statements from the business was falsely stated in the conversations between the agent and myself and they never called and couldn't get me. But they took the tag off my washer and it's now serviceable from my understanding. 

  Regards,

  ***** *****

• Initial Complaint

  Date:12/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for the maintenance program for ***** the 20th of December. I never used it and canceled it yesterday. They want me to pay for it. I think that's wrong. I think they should pay for it.

  

  Business Response

  Date: 01/06/2025

  12/30/2024 11:12:49 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  **** ******
  ACCOUNT NUMBER: 9206
  ***********************************************************************
  Dates of Service: March 17, 2010 - Present
  Email Address: **********************************
  **********
  INITIAL CUSTOMER CONTACT:
  12/30/24
  I sent the following text and email via Riverstar:
  Account Number: ending in 9206
  Service Address: **********************************
  Dear **** ******,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, notification number
  1072705026. I assure you Consumers Energy takes all customer complaints
  seriously.
  The ***************** Plan is not regulated by the ***********************
  Commission, and therefore we are unable to provide them your telephone
  number or email address. I have forwarded your concerns to that team and
  be assured your concerns have been escalated. Please call their escalated
  voicemail at ************ and leave your name, telephone number and email
  address and they will follow up with you shortly.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ******* ****** @ ******************************************** if
  you have any further questions or concerns. Our team is dedicated to
  resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  **************************
  *****
  ASSIGNED TO ASP 12/30/24
  01/02/2025 15:47:21 EST (DJLOUCKS)
  1/2/25 - this was sent to **** ****** to work.
  01/03/2025 09:27:19 EST (DJLOUCKS)
  1/3/25 - sent reminder to ASP that this complaint is due on 1/6/25.
  01/06/2025 12:15:51 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  The following information was provided by ***** ***** with ASP:
  ****** ***** | 12/26/2024 2:41:13 PM | **********
  Customer called in to cancel an extra program she added on for $21.99
  stating that it made her bill to high. Agent pulled up the account. The
  agent canceled the maintenance plan and advised the customer regarding the
  proration. Customer asked what her electric bill was going to be after the
  removal of the extra plan. The agent transferred the customer to Utility.
  ***** ****** | 1/2/2025 3:45PM
  Called customer to advise that the complaint has been received and is
  under investigation. The customer stated that she did cancel the
  Maintenace plan and is now seeing the charge on her bill. I advised that
  that I will research the charge and call back in a few days with the
  outcome.
  ***** ****** | 1/3/2025 11:23AM
  Called customer to advise the outcome of the compliant. No answer, left a
  VM with my direct contact information.
  ***** ****** | 1/6/2025 9:01AM
  Called customer to advise the outcome of the complaint. I advised that she
  enrolled on 12/20/24 and canceled the Maintenace plan on 12/26/24. Since
  she removed the maintenance plan in the first 10 days of the contract,
  that charge will be credited back to her in 1-2 billing cycles. Customer
  upset that she was charged but understood it will be credited back to her.
  ****** ***** | 12/26/2024 2:41:13 PM | **********
  Customer called in to cancel an extra program she added on for $21.99
  stating that it made her bill to high. Agent pulled up the account. The
  agent canceled the maintenance plan and advised the customer regarding the
  proration. Customer asked what her electric bill was going to be after the
  removal of the extra plan. The agent transferred the customer to Utility.
  ***** ****** | 1/2/2025 3:45PM
  Called customer to advise that the complaint has been received and is
  under investigation. The customer stated that she did cancel the
  Maintenace plan and is now seeing the charge on her bill. I advised that
  that I will research the charge and call back in a few days with the
  outcome.
  ***** ****** | 1/3/2025 11:23AM
  Called customer to advise the outcome of the compliant. No answer, left a
  VM with my direct contact information.
  ***** ****** | 1/6/2025 9:01AM
  Called customer to advise the outcome of the complaint. I advised that she
  enrolled on 12/20/24 and canceled the Maintenace plan on 12/26/24. Since
  she removed the maintenance plan in the first 10 days of the contract,
  that charge will be credited back to her in 1-2 billing cycles. Customer
  upset that she was charged but understood it will be credited back to her.
  **********
  SUMMARY OF RESOLUTION:
  1/6/25
  CANCELLATION DATE:
  The customer called in 12/26/2024 to cancel the maintenance plan that was
  added to the plan on 12/20/2024. The agent backdated the cancelation date
  to the enrollment date of 12/20/2024.
  WILL CUSOTMER BE BILLED FOR THE PLAN/REFUND:
  There will be a charge on the bill for the maintenance plan that was added
  on. However, since the customer canceled within the first 10 days of
  adding on the plan and the contract was backdated, the charge will be
  credited back to account in 1-2 billing cycles.
  CUSTOMER INQUIRY CLOSED AS OF 1/6/2025
  FOLLOW UP/QUALITY CHECK: not done at discretion of customer care rep.
  
  

  Customer Answer

  Date: 01/11/2025

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

  Better Business Bureau:

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

  Regards,

  **** ******

• Initial Complaint

  Date:11/21/2024

  Type:Delivery 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.

  This morning I ordered a Nest thermostat from the Consumers Energy Store. Once I paid for the order, I emailed customer service and they told me it would take up to 13 business days to receive. However, our furnace is not working and the temperatures are freezing, so I can not wait that long. Therefore, I emailed back the customer service asking to cancel the order, but the email would not go through, so I called customer service and he said nothing could be done because I did not cancel the order within one hour (I tried!). He said he would escalated my case, and call me back in two hours. he did not. I called again and the next person said it could not be canceled. She said it has been processed and gave me a tracking # for Fed ex, but they did not hand it over to Fed Ex yet. She told me it would take up to 7 days to ship it, yet she can't cancel ? This feels like consumer fraud in addition to very poor customer service.

  

  Business Response

  Date: 12/02/2024

  11/22/2024 10:50:44 EST (RNSTAGG)
  CUSTOMER INFORMATION:
  ******* R ********
  Account number: 3505
  *************************************************************
  Dates of service: 09/30/18 to present
  Email: ****************************************
  11/22/2024 10:55:16 EST (RNSTAGG)
  ASSIGNED TO ENERGY EFFICIENCY COMPLAINTS
  INITIAL CUSTOMER CONTACT:
  11/22/24 - 10:55 AM - The following email **************************** and
  SMS text message (**************) was sent to the customer:
  "Thank you for reaching out with your concerns. We have received your
  complaint filed with the Eastern Better Business Bureau (BBB),
  notification number **********. I assure you Consumers Energy takes all
  customer complaints seriously.
  We will be in touch with you soon to discuss your concerns and gather any
  additional information that may be needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ***** ***** @ ************** or
  ******************************************************************************** if you have any further questions or concerns.
  Our team is dedicated to resolving your issues as soon as possible."
  11/22/2024 10:58:35 EST (RNSTAGG)
  11/22/24 - 10:58 AM - CONFIRMED ******* ******** IN ENERGY EFFI**NCY
  PROGRAMS IS WORKING ON THIS COMPLAINT.
  12/02/2024 09:09:16 EST (RNSTAGG)
  RESOLUTION PROVIDED BY **** ********:
  Confirmed in daily transaction file that the customer completed a **
  Marketplace purchase on November 21, 2024. Purchased ****** Nest Learning
  Thermostat (4th gen) with Nest Temperature Sensor (2nd ************************** received a $100 instant discount.
  Per the Shipping & Tracking page of the ** Marketplace:
  - #Orders placed outside of business hours cannot be canceled. If you
  placed an order during business hours and you wish to cancel your order,
  please reach out via chat or phone within an hour of placing the order.#
  - Items are eligible for a return within 30 days of purchase, but refunds
  are not issued until the product is shipped back by the customer.
  - #Orders are typically shipped within a 7-business day window after the
  order is placed and delivered 2-7 business days after it has shipped.
  During peak seasonal and promotional periods, shipping and delivery delays
  are possible.#
  - Expedited shipping is not available
  - ******************************************************************
  [***************************]
  CUSTOMER CONTACT SUMMARY:
  The customer was contacted by phone on Friday, Nov. 22, just before 5:00
  PM. I spoke with the customer and offered to have a thermostat sent
  overnight from Best Buy as we#ve addressed similar issues with this
  solution in the past. The customer explained that his ***** tracking
  number for the ** Marketplace thermostat is now indicating the device will
  be delivered 11/23, and he ordered a 2nd thermostat from Amazon that he
  will return if the ** Marketplace device arrives in time. He has an HVAC
  contractor coming on Monday.
  The customer declined the offer of having another thermostat sent
  overnight, but appreciated the offed, stating, #this is the best service
  [I#ve] had from you guys.# I shared the option of a post purchase rebate
  with him should he decide to keep the Amazon purchase and provided him
  with my email address and direct phone number.
  SUMMARY OF RESOLUTION:
  - (*Nest Thermostat - cancellation/refund) Per our **
  Marketplace Shipping and Tracking page: #Orders placed outside of business
  hours cannot be canceled# and expedited shipping is not available. We did
  offer to make an exception and send one overnight, but the customer
  declined.
  CLOSING CUSTOMER INQUIRY AS OF 11/22/24.
  FOLLOW UP QUALITY CHECK: At the discretion of the Advocate, no additional
  calls were made.
  
  

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed to Consumer Energy's ***************** Plan. After a month with this service, I attempted to use it to fix an appliance. When I called to schedule the maintence I ***eatedly asked if everything would be covered under my plan. To which the individual said yes.Maintenance call was made and the tech informed me the expense would exceed my plan. So, I called back attempting to figure out what the tech had meant. The new person I spoke with said there were limits to my coverage. I asked what they were, and he said "Oh I don't know." So, I requested the coverage be terminated as I had not been properly informed of coverage.I received a call from their customer care *** a few days later. However, due to constantly being jerked around on a phone transfer loop I was unable to return his call. When I finally got in touch with a ***, they informed me that to cancel the program I would need to pay a penalty per the agreement. I informed them I was never informed of any of this when I agreed to services. To which they said it was all in a welcome packet that I never received. They didn't really care and told me to cancel I'd have to pay the penalty. They informed me if I remained a customer for 90 days I'd be eligible for a program where the limit would cover my ***air cost. When i spoke to a supervisor about that he told me because the service order started prior, my appliance wouldn't be covered. Basically they don't even know their own program but tell customers about stuff that they aren't eligible for to get them to agree until it's too late.They essentially made me agree to terms they never gave me or told me about.

  

  Business Response

  Date: 11/19/2024

  11/12/2024 09:20:45 EST (JAGATES)
  CUSTOMER INFORMATION:
  **** *******-*****
  Account # ****
  ***************************************************************************************
  Dates of service: 03/26/22 - present.
  Email address: *********************************
  11/12/2024 10:05:44 EST (JAGATES)
  THIS HAS BEEN ASSIGNED TO ASP FOR RESOLUTION.
  CUSTOMER CONTACT:
  11/12/24: 10:06 AM - A text/email has been sent via Riverstar:
  Dear **** *******-*****,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with Eastern Better Business Bureau, notification number
  1072382973. I assure you Consumers Energy takes all customer complaints
  seriously.
  The ***************** Plan is not regulated by the ***********************
  Commission, and therefore we are unable to provide them your telephone
  number or email address. Please call the ***************** Plan voicemail
  at ************ #and leave a message with your name, address, phone number
  and email address and they will contact you to resolve your concerns.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ***** ***** @ ************** or
  ******************************************************************************** if you have any further questions or concerns.
  Our team is dedicated to resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  11/14/2024 08:12:48 EST (JAGATES)
  11/12/24: I received the following email from the customer:
  "Hi *****,
  I hope that is okay that I emailed you directly. I honestly have no
  interest in dealing with anybody else in the ****************************************** after the experience I had with them.
  I made the complaint the Better Business Beurer following the interaction
  I had with that program. If you have time to hear my situation, I would be
  happy to fill you in.
  However, I will note that we have come to an agreement with ending my
  relationship with *** due to the experience I had with them. Though, the
  deceptive practices of the company have me very concerned on how they do
  business/operate. I feel more could be done, but I am content with the
  agreement me and a customer service supervisor came to, with ending our
  relationship.
  Thanks,
  ****"
  - I forwarded this email to ASP. They responded on 11/13/24 with the
  following:
  "There are notes on the customer's account from 11/11/24 stating that a
  customer care supervisor spoke to the customer #at lengths# and cancelled
  his plan without penalty to avoid future issues. There is another note on
  the account from 11/12/24 from another customer care supervisor who
  attempted reaching out yesterday to advise the customer that we had
  received this complaint. But it appears from the email you received
  directly from the customer that he does not wish to communicate with
  anyone from CE/ASP any longer."
  11/14/24: I am sending the following email to the customer to close the
  complaint:
  Hello ****,
  Thank you for reaching out. I have verified that you have spoken with a
  supervisor with the ***************** Plan and that they have cancelled
  your plan.
  If you would like to provide me with more information regarding your
  dissatisfaction with the plan, please feel free to send me those concerns
  by simply replying to this email. I will make sure that they are
  forwarded to my supervisor and the responsible management team for review.
  I#m sorry to hear that you had a bad experience.
  Respectfully,
  *****
  ***** *****, Customer Advocate
  Pronouns: she/her
  Office: ************ | Fax: ************
  ******************************************************************************** | ****************************
  11/18/2024 08:46:19 EST (JAGATES)
  SUMMARY OF RESOLUTION:
  ASP # REPAIR PLAN/COVERAGE: The customer had the ************ Plan that
  includes coverage for Furnace, Water Heater, Washer, Dryer, and
  Refrigerator. These appliances will be covered for various services and
  parts. This excludes any parts and services listed in the Terms and
  Conditions.
  IS THE CUSTOMER ABLE TO TERMINATE THE PLAN WITHOUT PENALTY: No, per the
  Terms and Conditions when a customer wishes to cancel in the initial year
  of the contract and has ad service orders, the customer will be
  responsible for the cost of the work order or the remainder of the
  contract, whichever is less. The customer had a work of for the
  refrigerator in the initial year of his contract.
  However, the cancelation penalty charges were waived per the last
  Supervisor that the customer spoke to.
  COMPLAINT CLOSED 11/14/24
  
  

  Customer Answer

  Date: 11/19/2024

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********.

  
  While I am accepting the resolution, I feel as if the business could do more to prevent this issue in the future. As the representatives persist that the terms and conditioned covered my complaint. They are still refusing to see the part where their system failures caused it so I never received these terms and conditions.

  
  They have closed my account and waved the penalty. This is enough to satisfy me. Though they have yet to actually take ownership of the problem and provide an adequate apology. Rather they continue to do what they did in the initial complaint, pass it along to somebody else but ultimately do nothing.  

  
  Regards,
  **** *******-*****

• Initial Complaint

  Date:11/07/2024

  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.

  Was promised a rebate for insulting my home so im doing it room by room. The minimum area is 500 sq feet to get the rebate well I bought enough insulation with some extra to insulation the room with was above ***************************** I didnt buy enough insulation to do 500 sq ft well I have the proof in the ********** estimate calculator and sent this to them. Then all of a sudden it was a duplicate receipt problem. The cheap price gouging sobs are just trying to get out of the rebate money. Its 125 dollars thats nothing to them and I was promised this on 2 different store and company websites.

  

  Business Response

  Date: 11/13/2024

  **/08/2024 08:42:33 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  ****** *****
  ACCOUNT NUMBER: 1046
  ************************************************************************************
  Dates of Service: July 31, 2021 - Present
  Email Address: ***************************************
  **********
  INITIAL CUSTOMER CONTACT:
  **/8/24
  I sent the following text and email via Riverstar:
  Account Number: ending in 1046
  Service Address: ***************************************
  Dear ****** *****,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, notification number
  1072380088. I assure you Consumers Energy takes all customer complaints
  seriously.
  We will be in touch with you soon to discuss your concerns and gather any
  additional information that may be needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ******* ****** @ ******************************************** if
  you have any further questions or concerns. Our team is dedicated to
  resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  **************************
  Please do not reply to this automated message.
  *****
  ASSIGNED TO ENERGY EFFICIENCY **/8/24
  **/13/2024 07:50:29 EST (DJLOUCKS)
  **/13/24 - sent reminder to ******* ******** that this complaint is due on
  **/14/24.
  **/13/2024 12:53:40 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  The following information was provided by ******************* ***** *****:
  Customer contact attempted # **/1/24 # on or about 10:13AM and 10:27AM.
  First call was unable to confirm ** was recorded. Second call confirmed **
  was recorded.
  Customer contact completed# **/12/24 # on or about 2:50PM. Customer picked
  up confirmed they heard the ** left on **/**/24, understood that he would
  receive a rebate and had no further questions.
  **********
  SUMMARY OF RESOLUTION:
  **/12/24
  REBATE FOR INSULATING HOME:
  Customer was found eligible for attic insulation rebate. The information
  that was originally provided on the *** application was incorrect and
  originally ineligible as it used different insulation types and was not
  geared towards attic use only or met rebate requirements.
  CUSTOMER INQUIRY CLOSED AS OF **/12/2024
  FOLLOW UP/QUALITY CHECK:
  **/13/24
  I sent the following email via Riverstar:
  Account Number: ending in 1046
  Service Address: ***************************************
  Dear ****** *****,
  I am writing as a follow up to the inquiry you placed with the Better
  *************** regarding a rebate. I understand you have spoken with a
  representative who explained you will be getting a rebate for your
  insulation. If he was unable to address your concerns, please let me know.
  You can reach me at ************ or ********************************************.
  Thank you,
  ****
  Sincerely,
  Consumers Energy
  **************************
  Please do not reply to this automated message.
  
  

• Initial Complaint

  Date:10/30/2024

  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.

  I have lived in my 1 bedroom apartment for 2 and a half years now. My apartment company forces me to go through consumers energy. I am paying upwards of $200-400 a month on "my" electric bill. I have called to get an energy analysis and multiple company investigations done, but each time they tell me everything is "fine" with my account and that they show no energy fraud taking place on my meter. But when asked to provide details and data showing how they came to that conclusion they cannot give me anything. They are now trying to charge me over $800, and today 10/30/2024, I have just gotten off the phone, only to be told I must wait for a supervisor's callback, when I answered the phone and the supervisor called me outside of their active hours, I was hung up on immediately and cannot call back due to them being closed. They are threatening me to shut off my power if I do not pay this amount with no proof that the meter is reading correctly (I had a electrician already look at my meter and was told it was incorrect and nearly impossible for me alone to be amassing that amount of electricity from my apartment). This is extremely concerning, and I want these payments dropped or put on hold until an actual investigation is made into my electric charges.

  

  Business Response

  Date: 11/06/2024

  10/31/2024 10:22:51 EST (RNSTAGG)
  CUSTOMER INFORMATION:
  ****** *****
  Account number: 5670
  *************************************************
  Dates of service: 01/03/23 to present
  Email: **********************************
  10/31/2024 10:29:42 EST (RNSTAGG)
  RELEVANT ACCOUNT INFORMATION:
  Current balance: $877.81
  CONSUMPTION AND BILLING HISTORY FOR ACCOUNT:
  2023
  Begin: End: kWh used: Current bill:
  Total balance:
  01/03/2023 01/18/2023 376.362 $78.01 $78.01
  01/19/2023 02/16/2023 760.157 $155.08 $155.08
  02/17/2023 03/20/2023 765.807 $142.81 $142.81
  03/21/2023 04/19/2023 413.281 $81.60 $81.60
  04/20/2023 05/18/2023 348.673 $69.07 $150.67
  05/19/2023 06/19/2023 264.158 $59.22 $209.89
  06/20/2023 07/19/2023 340.159 $76.62 $286.51
  07/20/2023 08/16/2023 559.907 $118.33 $194.95
  08/17/2023 09/18/2023 658.885 $134.38 $329.30
  09/19/2023 10/18/2023 499.597 $102.71 $432.01
  10/19/2023 11/16/2023 487.677 $100.87 $203.58
  11/17/2023 12/17/2023 734.206 $144.78 $348.36
  2024
  Begin: End: kWh used: Current bill:
  Total balance:
  12/18/2023 01/17/2024 821.467 $162.60 $307.38
  01/18/2024 02/15/2024 846.854 $163.87 $471.25
  02/16/2024 03/17/2024 796.706 $287.79** $287.79
  03/18/2024 04/16/2024 678.64 $136.38 $424.17
  04/17/2024 05/15/2024 349.849 $79.16 $215.54
  05/16/2024 06/17/2024 496.533 $106.79 $322.33
  06/18/2024 07/17/2024 627.971 $137.71 $244.50
  07/18/2024 08/15/2024 1,438.008 $293.17 $430.88
  08/16/2024 09/16/2024 1,492.855 $290.50 $721.38
  09/17/2024 10/15/2024 755.551 $156.43 $877.81
  **The March 2024 bill includes a $11.00 reconnect fee and $120.00 security
  deposit due to a disconnection for non-payment
  All bills are based on actual meter reads.
  Meter #******** was last tested on 03/28/17 and was found to be working
  accurately at *****%
  Historically for this address, the use has been higher during some months,
  going up to over ***** kWh/month
  PAYMENT HISTORY FOR ACCOUNT:
  Date: Amount:
  02/16/23 $78.01
  03/15/23 $155.08
  04/17/23 $142.81
  08/03/23 $209.89
  11/05/23 $329.30
  01/02/24 $203.58
  03/13/24 $471.25
  05/15/24 $287.79
  06/26/24 $215.54
  08/08/24 $106.79
  The customer currently has an enrollment request for Shutoff Protection
  plan (SPP). The down payment is $89.00 due on 11/13. The monthly payments
  are $216.00 per month if the down payment is posted on time.
  10/31/2024 11:31:58 EST (RNSTAGG)
  CUSTOMER CONTACT SUMMARY:
  10/31/24 - 11:41 AM - I left a voicemail message for ****** ***** at phone
  number ************ - letting her know that I have her inquiry placed
  through the Eastern Better Business Bureau (BBB) regarding her account
  concerns. I provided my phone number for her to call back.
  11/01/2024 13:44:41 EST (RNSTAGG)
  11/01/24 - 1:44 pm - I left another voicemail message for ****** ***** at
  phone number ************ - letting her know that I am still available to
  speak with her about the account concerns brought up in her BBB inquiry. I
  provided my phone number for her to call back.
  11/04/2024 10:25:22 EST (RNSTAGG)
  11/01/24 - 5:51 pm - I got the following voicemail message from ******
  *****:
  "Hi there, my name is ****** ***** ********************* Apt 10, *******,
  Michigan *****. This is the best number to contact me back at
  ************. I was informed today that ***** is my case investigator for
  this complaint that I've had for 2 1/2 years now. So I on Wednesday of
  this week called about a very serious issue with my account that I have
  been dealing with for quite some time now. I was told that an
  investigation will be taking place, however unfortunately I was never
  updated on any information or data on how the investigation would be
  handled or collected and when my meter would be looked into for energy
  theft. When I called I was told by I believe it was ****** that my account
  was no longer on a hold, my electric was going to be shut off Monday
  November 4th and that the only thing that I could do was apply for state
  relief or pay the total. I am now being told differently and still up
  until this point have no idea what was being done with the investigation
  as no one could give me answers as to what or how it had been conducted
  and what the verdict was regarding my energy bill. So I need immediate
  assistance in getting this rectified as soon as possible so that my
  account which I am now made aware of was placed on another hold. Didn't
  know that until today. I would like a call back as soon as possible.
  Monday, I will take the entire day off so I can be reached at any time
  from 8:00 AM to 6:00 PM. Again, the number that you can reach me at is
  ************. And this is ****** *****. That is ***** as in the bird. And
  I would like to be called back by *****, the case investigator, who is
  looking into my complaint. Thank you again and I really hope to get some
  answers. Have a good weekend."
  11/04/24 - 10:31 am - I left another follow up voicemail message for
  ****** ***** at phone number ************ - letting her know that I'm
  sorry we haven't been able to connect over the phone. I do have her email
  address where her bill notifications are delivered, so I will plan on
  sending her an email shortly. If she has any additional questions from
  there, she can either reply to my email or we can set up a time to have a
  call.
  11/04/24 - 10:46 am - The following email was sent to the customer at
  **********************************:
  "Good morning ******,
  Thank you for your Eastern Better Business Bureau (BBB) inquiry about the
  account at ************************************************************. I understand you have concerns
  about a higher than expected bill at this location. The current balance of
  $877.81 is from multiple months of bills, including the current charges of
  $156.43 and past due balance of $721.38.
  I have been able to review your account and found that since your account
  started in January 2023, the electric use has been billed based on all
  actual meter reads provided by meter #********. The use has spanned from
  340 kWh (July 2023 with a bill of $76.62) to 1492 kWh (September 2024 with
  a bill of $290.50). A history of the address shows that this use is
  expected, with records of use up to over 1700 kWh used in a month here.
  You did mention that you feel like someone is hooking up equipment to your
  unit. Based on the notes on your account and your voicemail on Friday, you
  may wish to involve the owner of the property if you feel like someone
  else#s apartment is hooked up to the same meter or service panel for your
  meter. Consumers Energy does provide the energy use, and while we can
  verify when the energy is used and how much has been used through meter
  reads, we aren#t able to tell you what is using the unexpected
  electricity. We do not perform internal inspections of apartments or any
  equipment beyond our meter.
  We can offer a meter accuracy test, which will verify the meter is
  measuring the use accurately still. The last test was performed showed the
  meter as accurate at *****% when the meter was installed in 2017. If you
  would like to request an additional test, we can send someone out to
  verify the meter is still working accurately.
  Please note that there is a hold on your account through November 13 due
  to your request to enroll onto the Shutoff Protection plan (SPP). The plan
  requires a down payment made to the account of $89.00 by the 13th. After
  that, the monthly payments for the first 12 months of the 18-month program
  would be $216.00. You can find out more about this program and other
  assistance/payment plans here: Payment Plans & Assistance | Consumers
  Energy
  I regret we have been unable to connect over the phone, and it is my hope
  that this email has addressed your concerns. If you have any additional
  questions, or would like to request a meter accuracy test, please feel
  free to reply to my email. I would be happy to further assist you.
  Best wishes to you.
  Sincerely,
  ***** *****
  (they/them)
  Customer Care Advocate
  **********************
  **************
  ********************************************************************************"
  SUMMARY OF RESOLUTION:
  - (*Hi Bill - consumption comparison history) A consumption
  history is shown from the January 2023 start-service date for this
  customer. The range is from 340 kWh used up to 1492 kWh used in a month. A
  history of the apartment shows there has been use up to over 1700 kWh used
  in a month, so it is not outside of the expected range.
  - (*Actual reads) All bills are based on actual meter reads
  - (*Payment history) A full payment history is shown above for
  the account, the customer has carried a past due balance since May 2023.
  She currently has an enrollment request for Shutoff protection plan (SPP)
  that requires a payment of $89 by 11/13
  - (*Meter test) The meter was tested in 2017 prior to
  installation and was found to be accurate at *****%. We did offer an
  additional meter accuracy test, and recommended that the customer reach
  out to the owner of the building (explaining that we aren't able to help
  investigate any internal equipment).
  CLOSING CUSTOMER INQUIRY AS OF 11/04/24