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Complaint Details
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Initial Complaint
07/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
We are on a direct pay with Consumers because we are retired and on a fixed income. This last month we had several unexpected bills come through to our checking account. As a result, we didn't realize until after the fact there wasn't enough money in the account to pay **********************. We immediately corrected the situation and paid the current charges. Now Consumers has the audacity to charge us a $15 NSF fee. We know the fee didn't originate with our CU because they have done away with NSF fees so it has to be a Consumers thing. It is hard enough to pay our utlities with Consumers one size fits all rate plans and adding $15 to the bill is an insult to us. Since this is not a regular occurrence, we feel Consumers should waive the fee.
Business response
07/25/2024
07/23/2024 10:33:16 EST (RNSTAGG)
CUSTOMER INFORMATION:
*****************************
Account number: 2236
*************************************
Dates of service: 11/07/18 to present
Email: ********************
07/23/2024 14:26:19 EST (RNSTAGG)
RELEVANT ACCOUNT INFORMATION:
Current balance: -$82.51 ($302.00 due on 8/14 for Budget Plan)
(there is a pending $15.00 return payment fee for the next bill)
12-MONTH PAYMENT HISTORY:
Date: Amount:
08/12/23 $160.00
09/13/23 $136.42
10/12/23 $160.00
11/08/23 $160.00
11/09/23 $104.62
12/13/23 $141.57
01/22/24 $285.25
02/14/24 $315.32
03/12/24 $302.00
04/15/24 $302.00
05/14/24 $302.00
06/14/24 $302.00
07/15/24 $302.00 - PAYMENT RETURNED
07/18/24 $302.00
SUBMITTED COMPLAINTS RESOLUTION CREDIT FOR $15.00
CUSTOMER CONTACT SUMMARY:
07/23/24 - 2:26 PM - 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 the
account concerns. I provided my phone number for her to call back.
07/24/2024 11:49:41 EST (RNSTAGG)
07/24/24 - 11:49 am - I left another voicemail message for ***************************
at phone number ************ - letting her know that I have been able to
look into her account concerns and am available to speak with her. I'm
sorry we haven't been able to connect over the phone, but I do have her
email address and will plan on sending her an email shortly. If she has
any additional questions, she can either reply or give me a call back.
07/24/2024 13:08:35 EST (RNSTAGG)
07/24/24 - 1:08 PM - ******* and ****** ****** called me back to discuss
their concerns.
- I let them know that I have had a chance to review their
account, which has been on auto pay. Mr. ****** indicated that they had a
life insurance payment deduct at the same time and it was unexpected.
- In light of customer relations, I have added a credit for
$15 that will take care of the return payment fee. I also let them know
that they could contact me directly with any questions or concerns in the
future.
- Mr. ****** thanked me for the call.
SUMMARY OF RESOLUTION:
- (*Address *** charge) The *** charge was assessed appropriately and
automatically by our system, however in light of the customer's good
payment history we have added a good-faith credit to cover the charge.
CLOSING CUSTOMER INQUIRY AS OF 07/24/24.Customer response
07/25/2024
[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
07/15/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Spoke to ******* on the phone today and all she did was blame me for being behind. Gave no options on how to keep my service on even though someone else put their service in my name. Told me there was nothing they could do to keep my gas on even though I am disabled and can not pay down my bill as fast as they want. They have no help or options besides file a police report for the fraud charges. They need to be held accountable to have special circumstances in place for this. I hate they are the only service I can get.Business response
07/16/2024
07/15/2024 11:21:55 EST (DJLOUCKS)
07/10/2024 16:22:30 EST (DJLOUCKS)
CUSTOMER INFORMATION:
*************************
ACCOUNT NUMBER: 1580
**************************************************************************************************************
Dates of Service: January 27, 2023 - Present
Email Address: **************************
**********
CUSTOMER CONTACT SUMMARY:
7/10/24
I sent the following text and email via Riverstar:
Account Number: ending in 1580
Service Address: *****************************************************
Dear *************************,
Thank you for reaching out with your concerns. We have received your
complaint filed with the Better Business Bureau, notification number
1071159828. 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 *** 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.
Sincerely,
Consumers Energy
Please do not reply to this automated message.
**********
RELEVANT ACCOUNT INFORMATION:
Current Balance: $1,117.16
Turn Off Balance: $926.67
*****
Previous Account Information:
************************* / 6948
****************************************************************************************************************
Dates of Service: 8/27/22 - 3/2/23
On 8/19/22 move in request submitted online which is the same way the
current account move in request was received.
On 3/2/23 ***** called stating service should not be in her name and that
this is where her mother lives. Move out completed in *****'s name.
Notes on the account from 3/2/23:
***** called in stating she didn't authorize payment of $409 to this
account and wanted it transferred to her current account. She called back
14 minutes later and changed her mind and wanted payment to stay there.
Her mother would be making a payment. CSR confirmed the stop service date
of 3/2/23 and advised if account not paid on final bill it would transfer
to her open account and she could make payment arrangements.
Final balance of $710.71 transferred to current account on 4/5/23.
*****
******* History for Current Account:
Date Notice/Action
06/20/24 Turn Off Notice - mailed $926.67
*****
Hold History:
06/24/24 - 30-day SER hold
*****
12 Month Payment History:
Date Amount
07/21/23 $150.00
08/18/23 $228.26
09/27/23 $100.00
10/31/23 $116.00
11/29/23 $116.00
12/28/23 $116.00
01/29/24 $116.00 - returned
02/20/24 $898.65 - returned
04/01/24 $243.00
04/26/24 $172.00
*****
Shut Off Protection Plan (SPP) History:
02/09/24 - de-enrolled for non-payment
06/09/24 - de-enrolled for non-payment
*****
Installment Plan (IP) History:
07/24/23 - deactivated for non-payment
08/09/23 - deactivated for non-payment
09/25/23 - deactivated for non-payment
**********
CUSTOMER CONTACT SUMMARY (cont.)
7/11/******* pm
I called ************************* at ************ and left a voicemail asking her to
return my call to go over her account concerns. I also left my call back
number.
7/15/24 10:51 am
****************** called and left me a voicemail this morning at 9:21 am and I
returned her call. I told her after receiving her inquiry from the BBB I
had reviewed her account to see what had transpired. I explained that the
service at ********************************. Lot 210 went into her name on 8/27/22. The
move in request was received online using her identification the same as
her current account. ****************** said that she didn't request that move
in. She said that there was a $1,100 bill for that location that we
transferred to her causing her to get a shut off notice. Her heart stopped
in April and she isn't working and this caused her to fall behind.
I explained because her identification was used that she would need to
file for identity theft and that we have information on our website on how
to do that. I also told her she would need to file a police report.
****************** responded back stating that we should have protection in place
for that and disconnected the call.
**********
SUMMARY OF RESOLUTION:
7/15/24
ADDRESS UA TRANSFER:
Service was in ********************** name at ******************************** Lot 210 from 8/27/22
- 3/2/24. The move in request was done online with her identification the
same as her current account. The final bill for this account of $710.71
transferred to her current account on 4/5/23. This balance transfer was
done per our company policy.
SHUT OFF NOTICE - *******:
******* history is listed above in "Relevant Account Information". Shut
off notice mailed on 6/20/24 for $926.67 and expired on 7/2/24.
PAYMENT HISTORY:
Payment history listed above in "Relevant Account Information". Only 4
payments have been made to the account in 2024 and 2 of them have been
returned.
PAYMENT ARRANGEMENT:
Customer has defaulted off SPP twice within the last 12 months. Customer
has defaulted off an IP three times within the last 12 months. Customer
disconnected the call without discussing any payment arrangements.
CUSTOMER INQUIRY CLOSED AS OF 7/15/2024Customer response
07/16/2024
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Regards,
*************************Initial Complaint
07/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have called Consumer Energy several times trying to get someone to explain to me why theres always a charge on my bill after the reading. They start me out at $43 for Electric and 19 for gas and I have not consumed anything at that point I need to know why theres a beginning balance every month and I paid my bill ***Business response
07/16/2024
07/11/2024 14:18:37 EST (JAGATES)
CUSTOMER INFORMATION:
*******************************
Account # ****
*******************************************************************************************************
Dates of service: December 1999
Email address: ****************
07/11/2024 14:24:39 EST (JAGATES)
THIS HAS BEEN ASSIGNED TO CUSTOMER GENERATION FOR RESOLUTION.
CUSTOMER CONTACT:
07/11/24: 2:26 pm - A text/email has been sent via Riverstar:
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.
We will be in touch with you soon to discuss your concerns and gather any
additional information that *** 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.
Sincerely,
Consumers Energy
07/11/2024 14:48:37 EST (JAGATES)
07/11/24: Customer Generation has responded, indicating that they are not
responsible for billing inquiries regarding Generation accounts.
- I have reviewed the notes on the account. On 07/01/24, the customer
spoke with a CSR regarding the charges mentioned in the complaint. ***
customer is seeing these charges on ********************** Dashboard online. This is an
estimate of the billing might be at the end of the month based on past
history. This information is not used for billing, but only for the
customer to see what their usage is and possible charges.
07/15/2024 08:28:12 EST (JAGATES)
07/12/24: I reached out to *****************************, eCommerce Analyst, and he
states that as of that day, the customer's Dashboard was updated. He
believes that because it was the first day of a new billing cycle, that
the information provided was a carry over from a previous billing cycle,
because there was no data available.
CUSTOMER CONTACT:
07/15/24: 8:40 AM - I called ************ and got voicemail. I left a
message indicating that I would be sending an email which will include my
contact information if she has any additional questions or concerns.
I have sent the following email:
Dear ************************,
I#m pleased to let you know that we've received your concerns regarding
your online Dashboard for *********************************** ******************, ** from the
Eastern Better Business Bureau. Because our customers are important to
us, we've taken your concerns seriously and have reviewed your account.
I reached out to one of our online specialists to have them take a look at
your account. *** data provided on that page is an estimate of what your
bill could be and this data is not used for your actual billing. When you
are looking at the Dashboard on the first day of your billing cycle, the
system doesn#t have actual data to calculate a possible bill amount, so it
pulls from previous billing information. Unfortunately, this information
is going to be incorrect, but again, none of the information provided on
the Bill ************* Compare/Dashboard is used for your actual billing.
It#s only for informational purposes and as the system learns more over
time, the information will improve.
It is my sincere hope that this information has resolved your concerns.
Please let me know if there is anything else I can do to help you. Thank
you for the opportunity to assist you with your inquiry.
Respectfully,
*********************, Customer Advocate
Office: ************ | Fax: ************
*************************************************** | www.ConsumersEnergy.com
07/15/2024 13:14:02 EST (JAGATES)
07/15/24: I received the following response from the customer:
Hello
NO, it has not resolved my concerns, I pay close attention to my account,
and I have had conversations with several other customers, and my question
to you is why was this not my choice.
I do not think that this is helpful to me, when I look at my dashboard I
would like to see my USEAGE, not an estimated useage as a customer I
should be given the same courtesy as everyone else.
Regards
Rose
- I have sent the following response:
Hello ****,
Thank you for your reply. I certainly understand your concern and will
forward it on to those responsible for the online systems. At this time,
it does take a day or two for the usage data that is transmitted overnight
to make its way to the dashboard, sometimes taking up to 2 days to
populate there. I#m sorry that we are not currently able to provide this
data for you as quickly as you would like. We will continue to work to
make improvements to meet your expectations.
We appreciate that you#ve taken the time to make your feelings known. I
hope you have a wonderful week.
Sincerely,
*****
07/16/2024 08:29:45 EST (JAGATES)
07/16/24: As of this morning, there has not been any additional
communications from the customer.
SUMMARY OF RESOLUTION:
- ADDRESS CHARGES ON CUSTOMER'S BILL: *** customer is not concerned about
charges on her billing, but rather the potential balance that is showing
on the online Dashboard on the first day of the new billing cycle when
there is no data available. *** system estimates based on past usage, and
this is not acceptable to the customer.
- ADDRESS BALANCE OWED: *** amount showing on the dashboard is an estimate
and is not used for actual billing. Currently, the customer's actual
account balance is $20.17 due on Aug. 5.
COMPLAINT CLOSED 07/15/24Initial Complaint
07/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Charged my brand new consumers account $1100 for an address I never lived at. Its in the same complex as my new home. I am now being told I am getting shut off because I can not afford to pay $1100 for past due that I never lived at. I fell off the payment plan I never should have had to get because my heart stopped and I lost my job. I am now being told that there are no payment plans for me because *** exhausted payment plans which is only because I died and they are charging me for something that should have never been in my name.Business response
07/16/2024
DUPLICATE
07/15/2024 11:21:55 EST (DJLOUCKS)
07/10/2024 16:22:30 EST (DJLOUCKS)
CUSTOMER INFORMATION:
*************************
ACCOUNT NUMBER: 1580
**************************************************************************************************************
Dates of Service: January 27, 2023 - Present
Email Address: **************************
**********
CUSTOMER CONTACT SUMMARY:
7/10/24
I sent the following text and email via Riverstar:
Account Number: ending in 1580
Service Address: *****************************************************
Dear *************************,
Thank you for reaching out with your concerns. We have received your
complaint filed with the Better Business Bureau, notification number
1071159828. 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 *** 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.
Sincerely,
Consumers Energy
Please do not reply to this automated message.
**********
RELEVANT ACCOUNT INFORMATION:
Current Balance: $1,117.16
Turn Off Balance: $926.67
*****
Previous Account Information:
************************* / 6948
****************************************************************************************************************
Dates of Service: 8/27/22 - 3/2/23
On 8/19/22 move in request submitted online which is the same way the
current account move in request was received.
On 3/2/23 ***** called stating service should not be in her name and that
this is where her mother lives. Move out completed in *****'s name.
Notes on the account from 3/2/23:
***** called in stating she didn't authorize payment of $409 to this
account and wanted it transferred to her current account. She called back
14 minutes later and changed her mind and wanted payment to stay there.
Her mother would be making a payment. CSR confirmed the stop service date
of 3/2/23 and advised if account not paid on final bill it would transfer
to her open account and she could make payment arrangements.
Final balance of $710.71 transferred to current account on 4/5/23.
*****
******* History for Current Account:
Date Notice/Action
06/20/24 Turn Off Notice - mailed $926.67
*****
Hold History:
06/24/24 - 30-day SER hold
*****
12 Month Payment History:
Date Amount
07/21/23 $150.00
08/18/23 $228.26
09/27/23 $100.00
10/31/23 $116.00
11/29/23 $116.00
12/28/23 $116.00
01/29/24 $116.00 - returned
02/20/24 $898.65 - returned
04/01/24 $243.00
04/26/24 $172.00
*****
Shut Off Protection Plan (SPP) History:
02/09/24 - de-enrolled for non-payment
06/09/24 - de-enrolled for non-payment
*****
Installment Plan (IP) History:
07/24/23 - deactivated for non-payment
08/09/23 - deactivated for non-payment
09/25/23 - deactivated for non-payment
**********
CUSTOMER CONTACT SUMMARY (cont.)
7/11/******* pm
I called ************************* at ************ and left a voicemail asking her to
return my call to go over her account concerns. I also left my call back
number.
7/15/24 10:51 am
****************** called and left me a voicemail this morning at 9:21 am and I
returned her call. I told her after receiving her inquiry from the BBB I
had reviewed her account to see what had transpired. I explained that the
service at ************************************************ Lot 210 went into her name on 8/27/22. The
move in request was received online using her identification the same as
her current account. ****************** said that she didn't request that move
in. She said that there was a $1,100 bill for that location that we
transferred to her causing her to get a shut off notice. Her heart stopped
in April and she isn't working and this caused her to fall behind.
I explained because her identification was used that she would need to
file for identity theft and that we have information on our website on how
to do that. I also told her she would need to file a police report.
****************** responded back stating that we should have protection in place
for that and disconnected the call.
**********
SUMMARY OF RESOLUTION:
7/15/24
ADDRESS UA TRANSFER:
Service was in ********************** name at **************************************** from 8/27/22
- 3/2/24. The move in request was done online with her identification the
same as her current account. The final bill for this account of $710.71
transferred to her current account on 4/5/23. This balance transfer was
done per our company policy.
SHUT OFF NOTICE - *******:
******* history is listed above in "Relevant Account Information". Shut
off notice mailed on 6/20/24 for $926.67 and expired on 7/2/24.
PAYMENT HISTORY:
Payment history listed above in "Relevant Account Information". Only 4
payments have been made to the account in 2024 and 2 of them have been
returned.
PAYMENT ARRANGEMENT:
Customer has defaulted off SPP twice within the last 12 months. Customer
has defaulted off an IP three times within the last 12 months. Customer
disconnected the call without discussing any payment arrangements.
CUSTOMER INQUIRY CLOSED AS OF 7/15/2024Customer response
07/16/2024
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]I was told by the company there are no payment options for me. Counter to what ******* said in her response. They wont even listen to me or help me in any way. I was previously told I could get on a plan one more time, which would cost 50% down which I was getting the money for. I called not even a week later and was told there are no options for me. In less than a week I was told 2 different things and now they are telling me I have options on bbb. That doesnt make sense to me as they have never reached out to make plans after this. Just to tell me their error is my fault and there is nothing they can do.
Regards,
*************************Business response
07/25/2024
07/10/2024 16:22:30 EST (DJLOUCKS)
CUSTOMER INFORMATION:
*************************
ACCOUNT NUMBER: 1580
**************************************************************************************************************
Dates of Service: January 27, 2023 - Present
Email Address: **************************
**********
CUSTOMER CONTACT SUMMARY:
7/10/24
I sent the following text and email via Riverstar:
Account Number: ending in 1580
Service Address: *****************************************************
Dear *************************,
Thank you for reaching out with your concerns. We have received your
complaint filed with the Better Business Bureau, notification number
1071159828. 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 *** 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.
Sincerely,
Consumers Energy
Please do not reply to this automated message.
**********
RELEVANT ACCOUNT INFORMATION:
Current Balance: $1,117.16
Turn Off Balance: $926.67
*****
Previous Account Information:
************************* / 6948
****************************************************************************************************************
Dates of Service: 8/27/22 - 3/2/23
On 8/19/22 move in request submitted online which is the same way the
current account move in request was received.
On 3/2/23 ***** called stating service should not be in her name and that
this is where her mother lives. Move out completed in *****'s name.
Notes on the account from 3/2/23:
***** called in stating she didn't authorize payment of $409 to this
account and wanted it transferred to her current account. She called back
14 minutes later and changed her mind and wanted payment to stay there.
Her mother would be making a payment. CSR confirmed the stop service date
of 3/2/23 and advised if account not paid on final bill it would transfer
to her open account and she could make payment arrangements.
Final balance of $710.71 transferred to current account on 4/5/23.
*****
******* History for Current Account:
Date Notice/Action
06/20/24 Turn Off Notice - mailed $926.67
*****
Hold History:
06/24/24 - 30-day SER hold
*****
12 Month Payment History:
Date Amount
07/21/23 $150.00
08/18/23 $228.26
09/27/23 $100.00
10/31/23 $116.00
11/29/23 $116.00
12/28/23 $116.00
01/29/24 $116.00 - returned
02/20/24 $898.65 - returned
04/01/24 $243.00
04/26/24 $172.00
*****
Shut Off Protection Plan (SPP) History:
02/09/24 - de-enrolled for non-payment
06/09/24 - de-enrolled for non-payment
*****
Installment Plan (IP) History:
07/24/23 - deactivated for non-payment
08/09/23 - deactivated for non-payment
09/25/23 - deactivated for non-payment
**********
CUSTOMER CONTACT SUMMARY (cont.)
7/11/******* pm
I called ************************* at ************ and left a voicemail asking her to
return my call to go over her account concerns. I also left my call back
number.
7/15/24 10:51 am
****************** called and left me a voicemail this morning at 9:21 am and I
returned her call. I told her after receiving her inquiry from the BBB I
had reviewed her account to see what had transpired. I explained that the
service at ************************************************ Lot 210 went into her name on 8/27/22. The
move in request was received online using her identification the same as
her current account. ****************** said that she didn't request that move
in. She said that there was a $1,100 bill for that location that we
transferred to her causing her to get a shut off notice. Her heart stopped
in April and she isn't working and this caused her to fall behind.
I explained because her identification was used that she would need to
file for identity theft and that we have information on our website on how
to do that. I also told her she would need to file a police report.
****************** responded back stating that we should have protection in place
for that and disconnected the call.
**********
SUMMARY OF RESOLUTION:
7/15/24
ADDRESS UA TRANSFER:
Service was in ********************** name at **************************************** from 8/27/22
- 3/2/24. The move in request was done online with her identification the
same as her current account. The final bill for this account of $710.71
transferred to her current account on 4/5/23. This balance transfer was
done per our company policy.
SHUT OFF NOTICE - *******:
******* history is listed above in "Relevant Account Information". Shut
off notice mailed on 6/20/24 for $926.67 and expired on 7/2/24.
PAYMENT HISTORY:
Payment history listed above in "Relevant Account Information". Only 4
payments have been made to the account in 2024 and 2 of them have been
returned.
PAYMENT ARRANGEMENT:
Customer has defaulted off SPP twice within the last 12 months. Customer
has defaulted off an IP three times within the last 12 months. Customer
disconnected the call without discussing any payment arrangements.
CUSTOMER INQUIRY CLOSED AS OF 7/15/2024
____________________________________________
Task text MMSoltis closed BBB kplt 7/15/24
Status TSCO
Planned start 07/16/2024 11:29:47
Planned end 07/16/2024 11:29:47
Completed on 07/16/2024 by
________________________________________________________________________
07/16/2024 11:29:18 EST (MMSOLTIS)
MMSoltis posted complaint resolution to Eastern Better Business Bureau
7/16/24 @ 11:28 AM
________________________________________________________________________
Task 0004
Task
Task text MMSoltis re-open BBB 7/17/24
Status TSCO
Planned start 07/17/2024 09:10:58
Planned end 07/17/2024 09:10:59
Completed on 07/17/2024 by
________________________________________________________________________
07/17/2024 09:10:07 EST (MMSOLTIS)
BBB re-open to address:
I was told by the company there are no payment options for me. Counter to
what ******* said in her response. They won#t even listen to me or help me
in any way. I was previously told I could get on a plan one more time,
which would cost 50% down which I was getting the money for. I called not
even a week later and was told there are no options for me. In less than a
week I was told 2 different things and now they are telling me I have
options on bbb. That doesn#t make sense to me as they have never reached
out to make plans after this. Just to tell me their error is my fault and
there is nothing they can do.
________________________________________________________________________
Task 0005
Task
Task text re-open
Status TSCO
Planned start 07/17/2024 00:00:00
Planned end 07/17/2024 15:12:00
Completed on 07/17/2024 by
________________________________________________________________________
07/17/2024 11:15:36 EST (DJLOUCKS)
ADDITIONAL INFORMATION:
7/17/24 11:14 am
I called ************************* at ************ and left a voicemail stating I
would be happy to discuss payment arrangements with her. I asked that she
return my call and left my call back number.
07/17/2024 13:28:14 EST (DJLOUCKS)
1:29 pm
I called ****************** again at ************ and left a 2nd voicemail asking
her to return my call and left my call back number.
07/17/2024 14:59:33 EST (DJLOUCKS)
2:59 pm
****************** returned my call and I let her know that when we spoke on
7/15/24 she disconnected the call before we could discuss any type of
payment plan.
I let her know that at this time the only option we could offer her is one
more attempt at SPP. She told me that was offered to her before and when
she called back 9 days later they told her we couldn't do that. I
apologized and explained that I would still be able to offer her that
attempt and if she chose to do that it would require a down payment of 50%
of her balance which is $559 and that would have to post to her account
within 2 days. I asked if she would like me to put in the request and she
said not today because she is working with 2-1-1 and she wants to make
sure she will have the money before she requests SPP.
****************** wanted me to wait until Friday to make sure she has the funds.
I told her that she can give me a call on Friday and I will be happy to
put in the request for SPP for her. We then ended our call.
07/17/2024 15:10:31 EST (DJLOUCKS)
When ****************** calls back on 7/19/24 she can request SPP for $559 down
payment and the monthly payments after will be $172 for 12 months.Initial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The frequent outages in my area are causing major issues, especially since I work from home. There seems to be no plan in place to address or resolve these disruptions, and action is desperately needed. We've experienced outages almost every other week and many times over the past year. I'm at a loss for whom to contact about thisConsumers Energy is indifferent. And they can be because they are a monopoly. This situation is severely impacting my livelihood.Business response
07/16/2024
07/10/2024 10:36:05 EST (DJLOUCKS)
CUSTOMER INFORMATION:
*************************
ACCOUNT NUMBER: 7720
*************************************************************************************************
Dates of Service: October 23, 2015 - Present
Email Address: **********************
**********
INITIAL CUSTOMER CONTACT:
7/10/24
I sent the following text and email via Riverstar:
Account Number: ending in 7720
Service Address: ******************************************
Dear *************************,
Thank you for reaching out with your concerns. We have received your
complaint filed with the Better Business Bureau, notification number
1071159229. 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 *** 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
www.consumersenergy.com
Please do not reply to this automated message.
*****
ASSIGNED TO GRID INFRASTRUCTURE 7/10/24
07/10/2024 10:39:55 EST (DJLOUCKS)
7/10/24 - this was sent to *************************** to work.
07/12/2024 08:55:11 EST (DJLOUCKS)
7/12/24 - I sent an email reminder to *************************** and Grid
Infrastructure that this complaint is due on 7/15/24.
07/16/2024 07:36:15 EST (DJLOUCKS)
**********
RELEVANT ACCOUNT INFORMATION:
The following information was provided by Engineer ***************************:
On 7/11/24 at 3:01 pm I called and left a voicemail.
On 7/12/24 at 2:30 pm Engineer *********************** called and left a voicemail.
On 7/15/24 at 12:59 pm I called and left another voicemail. Because we
didn't receive a response I sent the following email:
Dear ********************
Delivering consistent, reliable energy is a job we take seriously. I have
received your recent inquiry regarding power outages affecting your home.
I apologize for not speaking to you directly; I attempted to reach you
several times by phone but was unable to get through. I am now responding
to you by email.
Over the last 12 months, according to our records, the causes of your
outages were attributed to a weather-related event, which included three
tree issues, an underground cable problem and an animal. I would like to
inform you that your area is responded to and restored on average faster
than the rest of the state.
Outages are frustrating and we understand how inconvenient they are for
you. The circuit that feeds your home in the last year has had an
inspection. This means a Consumers Energy representative has come out and
visually inspected the circuit identifying aging infrastructure equipment
and locations that would benefit from additional fusing to reduce customer
outage impact. Work orders have been created and constructed repairing
the identified aging equipment and installing new fuses. This is an
attempt to reduce and or prevent areas without power in the event of a
fault. Your area is also in a distribution automation loop that will
transfer your feed to an adjacent circuit in the event of some outages.
If you are experiencing momentary interruptions, or blinks in your
service, we understand that they can be a nuisance. However, these blinks
can help prevent prolonged outages. If these interruptions become
repetitive, it *** be indicative of a larger issue with the system. Please
notify us of these repetitive conditions to prevent a prolonged power
outage in the future.
I would like to apologize for any inconvenience these interruptions ***
have caused you and assure you we will continue to work to provide you
with safe and reliable electric service. If you have any further questions
or concerns regarding your electric service, please feel free to contact
me during regular business hours at **************. At other times, you
*** call our customer service department at **************.
***************************
Senior Engineering Technical Analyst
**********
SUMMARY OF RESOLUTION:
7/15/24
12 MONTH OUTAGE HISTORY:
Incident# Date Duration Cause
J230835842 08/24/23 1d 4h 16m Trees -
catastrophic
J240122923 01/15/24 1h 55m Weather
J240419280 04/28/24 47m Trees
J240501992 05/05/24 47m Trees
J240609409 06/14/24 2h 51m Animal
J240623704 06/25/24 8h 33m Trees
J240705683 07/09/24 4h 46m Equipment
Failure
WHAT WORK IS PLANNED TO MITIGATE THESE OUTAGES:
A repetitive outage tree trim request has been submitted to help mitigate
the outages.
DOES CUSTOMER QUALIFY FOR OUTAGE CREDIT/CREDITS:
Customer does qualify for consecutive outage credit and it will be applied
about the end of this month.
CUSTOMER INQUIRY CLOSED AS OF 7/15/2024
FOLLOW UP/QUALITY CHECK: not done at discretion of customer care rep.Initial Complaint
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have been waiting for over a year (since April 2023) and a half to get electric to our property. Property location is: **********************************************************I know and realize that it took awhile to get an easement signed by the property owners to allow for electric to be run thru their property. That was done months ago. We have done everything Consumers Energy has requested of us, (from clearing trees to paying them to start the project) and we are still getting the run around. This project needs to be completed. They came out and looked at it two weeks ago and told us they would be there within the next 10 days to install the pole for the electric to be run. They came out again and told us more trees needed to be cut, when a week ago its was fine. We cut trees again today. I need this problem and project completed ASAP. Thank you. And I look forward to your response.Business response
06/24/2024
06/19/2024 09:36:42 EST (DJLOUCKS)
CUSTOMER INFORMATION:
***************************
ACCOUNT NUMBER: 2124
******************************************************-0000
Email Address: ******************** (from accoun*)
******************************** (from no*ifica*ion)
**********
INITIAL CUSTOMER CONTACT:
6/19/24
I sen* *he following *ex* and email *o ************************* a*
******************** via Rivers*ar:
Accoun* Number: ending in 2124
Service Address: **********************************************
Dear *************************,
Thank you for reaching ou* wi*h your concerns. We have received your
complain* filed wi*h *he Better Business Bureau, no*ifica*ion number
1070896399. I assure you Consumers Energy *akes all cus*omer complain*s
seriously.
We will be in *ouch wi*h you soon *o discuss your concerns and ga*her any
addi*ional informa*ion *ha* *** be needed.
We apprecia*e your pa*ience and unders*anding during *his process. Please
feel free *o reach ou* *o *************************** @ ******************************************** if
you have any fur*her ques*ions or concerns. Our *eam is dedica*ed *o
resolving your issues as soon as possible.
Sincerely,
Consumers Energy
www.consumersenergy.com
Please do no* reply *o *his au*oma*ed message.
*****
ASSIGNED TO CEM AND OPERATIONAL & FINANCIAL PLANNING 6/19/24
06/24/2024 08:54:57 EST (DJLOUCKS)
**********
RELEVANT ACCOUNT INFORMATION:
The following informa*ion was provided by CEM Supervisor ***************************:
06/19/24 2:35PM TL ******************* spoke wi*h ************************* *o discuss schedule
af*er resolving si*e issues on 06/14/24. ****************** was no* aware of
complain* filed by his wife. He was apologe*ic. I le* ****************** know
*ha* I would con*inue *o moni*or *he projec* and reques* escala*ion from
scheduling. ****************** unders*ands *ha* *he schedule has been pushed as
we#ve been engaged in s*orm *his week.
**********
SUMMARY OF RESOLUTION:
6/19/24
NEW SERVICE DELAYS:
Service delays were ini*ially rela*ed *o unavailabili*y of an UG
*ransformer. Design changed *o OH. Delay due *o si*e fail for inspec*ion
s*icker(no* needed), concern for line rou*e over exis*ing s*ruc*ure
(design pole placemen*) and minor *ree *rimming (Cus*omer).
TIMELINE:
10/6/2023, 1:31:12 PM: NEW CONSTRUCTION-- NEED ELEC FOR BARN
10/9/2023, 1:20:27 PM: No Answer: 24hr callback comple*ed no answer lef*
vm jh
10/10/2023, 9:10:49 AM: Q: Preferred Con*ac*? Email Q: Proper*y Owner? Yes
Q: Dis*ance From Road? 350 FT Q: Priva*e Road? No Q: Is *he Si*e
Con*amina*ed? No Q: Previous Svc Onsi*e? Yes Q: Si*e Plans / Panel Sched /
CAD ? Q: TempService? No Q: Was *here a previous reques*? No Cus*omer
needs new commercial svc for pole barn. assigned *o ******************************* pc/sd
in area per assignmen* *ool. sen* journey char*;
10/11/2023, 12:01:42 PM: DRKANOUS: Emailed ************ received your reques*
for elec*rical service *o you pole barn, in order *o s*ar* moving *he
projec* forward I will need some fur*her informa*ion from you. I am
a**aching *wo documen*s for your review and comple*ion. The firs* is a
si*e ske*ch, on here you will indica*e where *he pole barn is being buil*
on *he parcel in correspondence wi*h *he exis*ing lines.The second
documen* is a scoping documen*, please lis* any equipmen* wi*h a large
elec*rical pull *ha* will be in *he pole barn for example air compressor,
welder e*c. If i* s jus* ligh*s and ou*le*s please indica*e *ha* wi*h *he
sq foo*age of *he barn. Once I ge* *hese documen*s I will reach ou* via
phone and discuss *he projec* in more de*ail. Thank you
10/23/2023, 10:08:37 AM: DRKANOUS: RECEIVED email wi*h scoping and si*e
ske*ch documen*s. TRIED CALLING ***** NO ANSWER LEFT VM. FOLLOW up email-
I lef* you a VM *his morning *o discuss *he projec* in fur*her de*ail, i*
appears *he closes* *ransformer is a li**le ways away from your barn which
would require us *o ex*end *he line and add a new *ransformer for *he
barn. I jus* wan*ed *o go over *he cos* associa*ed wi*h *his *ype of
projec*. Give me a call when you have some *ime *o discuss. Thanks
10/23/2023, 10:28:16 AM: DRKANOUS: Mee*ing ***** on si*e a* 10:30AM
10/24/23
11/7/2023, 12:37:47 PM: DRKANOUS: EMAILED *****- Jus* a heads up on your
projec* I am s*ill wai*ing on engineering *o finish *he prin*, as soon as
I have i* I will reach ou* wi*h *he nex* s*eps!Thank you
11/21/2023, 12:28:37 PM: DRKANOUS: EMAILED *****- HI *****, I jus* bumped
our engineering group regarding your prin*, he said I should have i* back
by end of week. I no*iced *he rou*e changed a *ouch since I me* you on
si*e. I* appears *here is some *rees *ha* you will be clearing on si*e.
Can you jus* le* me know when you have *ha* comple*ed so I can send
fores*ry ou* *o inspec* and ge* your billing *o you once prin* is back.
Thank you
12/7/2023, 11:30:22 AM: CLMCCRIM: MOVED OUT BILLING WAITING FOR
CONFIRMATION ON TREE CLEARING
12/7/2023, 11:34:46 AM: CLMCCRIM: EMAILED *****:I am con*ac*ing you *oday
on behalf of your Projec* Coordina*or ******** who is curren*ly ou* of *he
office. We wan*ed *o reach ou* and see how you are coming wi*h *he *ree
clearing along *he rou*e. Please le* me know if you have any immedia*e
ques*ions or projec* upda*es. O*herwise, **** will be back in *he office
*omorrow and can assis* you.
12/21/2023, 2:45:44 PM: DRKANOUS: EMAILED *****-Hello *****, Jus* a quick
upda*e on your projec*, I have i* wi*h my supervisor *o approve consumers
spend. Once *ha* s approved you will receive a cus*omer cons*ruc*ion
packe* via email wi*h a copy of *he prin* and *he invoice for *he new
underground service. Revenue credi*s were sufficien* enough *o cover *he
line work. Thank you
01/9/2024, 10:26:30 AM: DRKANOUS: EMAILED *****- Good Morning *****, I
received your voicemail yes*erday while I was in *he field. I wan*ed *o
shoo* an email *o give you some *hings in wri*ing and also le* you know
*ha* I will be swi*ching depar*men*s a* Consumers so your new con*ac* will
be *******************, I have CC d her on *his email chain. Curren*ly I have *he
projec* lis*ed as AG, I don * see *ha* we ever go* some*hing from you
regarding *he proper*y being AG. Do you happen *o have any*hing like a
no*e from *he building depar*men*? We are wai*ing on a easemen* *o be
re*urned from yourself and ******. Do you s*ill have *he easemen* or would
you like us *o have righ* of way resend? No inspec*ion will be needed
since *his is considered ag, so paymen* of invoice, re*urn of go ready and
re*urn of easemen* is wha* we are wai*ing on. Thank you
01/24/2024, 11:53:46 AM: alee: Spoke wi*h ********************* from **************
Road Commission, he s*a*ed *ha* *he eas* side has a whole series of poles
and *ha* we should be able *o do *he work wi*h *he exis*ing poles wi*hou*
adding more. He would like *o speak *o someone abou* *he design of *his
projec*. SENT AN EMAIL TO ************************* *o see if he could reach ou* *o
***** since he has been unable *o reach *************************
01/30/2024, 12:10:05 PM: alee: ****** spoke wi*h *****, permi*s are all
*aken care of EMAIL TO *****: Good Af*ernoon,I wan*ed *o follow up wi*h
you in regard *o your projec* a* *********************, do you have any new
upda*es *ha* you can provide me wi*h on *he progress of your projec*?
Please le* me know of any new upda*es you *** have so *ha* I can adjus*
*he *imeframe of your projec* *o bes* fi* your schedule.Thank you!
01/31/2024, 7:58:40 AM: alee: EMAIL FROM *****: The job has been ready
since Oc*/nov excep* for easemen* which was signed las* week. Trees were
cleared in November also when I me* wi*h ****************** believe RESPONSE:
Sounds good, i* looks like I am jus* wai*ing for *he easemen* *o be
uploaded *o your accoun*. Once comple*ed I will be able *o ge* your
projec* moved over *o our scheduling *eam.
02/1/2024, 8:28:56 AM: DSHERMAN: si*e check comple*e rou*e flagged poles
and anchors s*aked pic*ures uploaded
02/7/2024, 9:52:33 AM: alee: EMAIL TO *********************: Good Morning,Do you
happen *o know if we have received any easemen* for *he projec* a* 285 N
****** ST? The cus*omer s*a*ed i* has been sen* in?Thank you in advance!
02/12/2024, 10:09:11 AM: alee: Spoke wi*h ***********************, she s*a*ed *ha*
*he *hird par*y easemen* has no* been received. I sen* an EMAIL *o *****
*o le* him know *ha* *he easemen* has no* been received,
02/16/2024, 12:57:31 PM: alee: paymen* has been rec d, s*ill in need of
easemen*
02/22/2024, 1:38:04 PM: agoldber: awai*ing easemen*
02/26/2024, 9:57:15 AM: alee: EMAIL TO *****************************: Good Morning,I was
hoping you could provide me wi*h an upda*e on *he easemen* for 285 N
****** ST, i* looks like we have 1 bu* are wai*ing on ano*her, anyway we
can resend *ha* informa*ion *o *he cus*omer? He said he does no* know
any*hing abou* *he second one.Thank you!
03/1/2024, 8:05:07 AM: alee: sen* email *o *********************** finding ou* if we
have any new upda*es on *he remaining easemen*
03/1/2024, 8:43:28 AM: alee: EMAIL FROM ***********************: We need an easemen*
from *he neighbor *ha* owns *he proper*y across *he road from *he
cus*omer. His easemen* is all se* bu* we need *o ins*all a downguy across
*he road on*o *he 3rd par*y s proper*y. An easemen* was mailed *o *hem
awhile ago looking fur*her in*o i* *he address on *he *ax roll does no*
ma*ch *he physical address for *he 3rd par*y. I will re-send *he easemen*
*o *he 3rd par*y a* *he physical address and I can email i* *o *he
cus*omer if we have a good email for *hem.
03/6/2024, 10:53:51 AM: alee: EMAIL TO *****: Good Af*ernoon *****,I jus*
wan* *o le* you know *ha* *he missing easemen* was sen* back ou*! So
hopefully *ha* will ge* *aken care of soon.
03/12/2024, 2:50:02 PM: alee: EMAIL TO *****: Good Af*ernoon,I jus* wan*ed
*o check in *o see if you have any new upda*es on *he easemen*?Thank you!
03/18/2024, 1:58:43 PM: alee: EMAIL TO *****: Good Af*ernoon *****,Do we
have any new upda*es on *he easemen* needed a* 285 N ******
ST?No*ifica*ion 1068867498
04/5/2024, 2:57:19 PM: alee: no new upda*es on projec*, new easemen* was
sen* ou*
04/9/2024, 7:57:59 AM: alee: sen* email *o ********************* asking if she has
any new upda*es abou* *he easemen* *ha* was resen* *o *he correc* address
04/11/2024, 1:39:15 PM: alee: EMAIL TO *********************: Good Af*ernoon
*******,Do you have any upda*es *ha* you can provide me wi*h on *his new
easemen*? I* looks like your name is assigned *o i*.Thank you in advance!
04/12/2024, 12:31:56 PM: alee: EMAIL TO *******************************: Good Af*ernoon
*******,We have been *rying *o ge* an upda*e on *he easemen* needed for
*********************, *his cus*omer is very eager *o move forward. As far as I
am aware we have no* heard back a* all, bu* if we canno* ge* *his signed
*hen we will need *o ge* i* sen* back for a redesign.Please le* me know if
you can provide any assis*ance.Thank you in advance!
04/12/2024, 2:22:59 PM: alee: EMAIL FROM *******************************: ******-I know
*his has been ou* for qui*e some *ime and we have no* had any luck wi*h
*racking *he *hird-par*y Easemen* down. We had a field agen* make a *rip
ou* *o *he job si*e while snow was s*ill on *he ground and lef* a door
hanger. I have ano*her ******* who is making a final a**emp* and ***
likely also reach ou* *o *he ** *o see if *hey had any info on *heir
neighbor.If *his is unsuccessful, re-design will be *he only op*ion. A*
*ha* poin* you would likely need *o kick *he job back *o *he original PC
who handled *he projec* *o run *hrough *he re-design process.Thanks,
04/18/2024, 9:59:52 AM: alee: adjus*ing LCC *o early nex* week for *he
final easemen* a**emp*
04/23/2024, 3:27:39 PM: alee: Sen* ******************************* an email asking if
*his projec* should be sen* for a redesign
04/24/2024, 12:51:34 PM: alee: email from *******: ******-Looks like we
are s*ill pursuing *his. Should no more wi*hin *he nex* week or so?
05/10/2024, 8:09:31 AM: alee: EMAIL TO *****: Good Morning *****,I wan*ed
*o follow up wi*h you in regard *o your projec* a* *********************, as a
friendly reminder we are needing *he following i*ems before we can move
*he projec* over *o scheduling Si*e pho*os - The pho*os need *o con*ain
*he following i*ems in order *o verify si*e readinesso Views *o
s*ruc*ure/me*er loca*ion on s*ruc*ureo Me*er heigh* wi*h measuremen*.
Valida*ion of 3 6 *o 5 0 off final grade. MUST include a *ape measure
showing *he ground *o cen*er of me*er socke*.o Pho*os of *rench rou*e show
a clear ***** pa*ho Pho*os of Red Top S*ake loca*ions/Primary flagging if
needed.Thank you!
05/23/2024, 9:58:10 AM: alee: emailed ******************************* for an upda*e on
*he easemen*
05/28/2024, 9:58:46 AM: alee: sen* ano*her email *o ******************************* again
*o *ry and ge* an upda*e on *he easemen*. Included ******************* as well.
******* VERIFIED EASEMENT IS NOW COMPLETED
05/28/2024, 10:02:33 AM: alee: called and lef* ***** a VM *o give me a
call back so I can verify *ha* all *he *ree work was comple*ed back in
November and *o see if he is ready *o move over *o scheduling
06/3/2024, 12:55:15 PM: alee: RELEASED TO SCHEDULING co*d 6/27/24
06/7/2024, 12:46:43 PM: TRBUSH: SCI: No inspec*ion s*icker on socke*, no
*ree *rimming comple*ed, no miss dig flags. Line will be over *he corner
or *he garage being *ha* cons*ruc*ion will be on arms. (Ei*her move *he
s*ake a* loca*ion #1 *o *he nor*h or move isola*or and build ver*ical.
Migh* wan* *o check and make sure we are no* in *he ************. SENT TO
PC
06/13/2024, 10:39:02 AM: alee: called and LVM for ***** *o give me ano*her
call back abou* his failed si*e check
06/14/2024, 10:03:07 AM: alee: escala*ion reques* sen* over *o ***
COMPLETION:
On or before 06/27.
CUSTOMER INQUIRY CLOSED AS OF 6/19/2024
FOLLOW UP/QUALITY CHECK: no* done a* discre*ion of cus*omer care rep.Initial Complaint
06/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I contacted consumers on May 20th to get started on changing how we receive their services to our home. They currently have poles run over and through our neighbors property, with one pole on ours, and then an overhead line from that pole to our home. I wanted to get the pole removed from our property, and the line placed underground, either from one of the other poles or all underground from the road. When I finally received a call from ***************************** on 05/22/24, he left a voicemail and was very rushed with it - just quickly saying itd be like $1000 to run it down your current pole to your house. Let me know if that works for you and Ill get it started. When I called him back, he was very rushed to get me off the phone and just told me to send him an email and hed take a look at what we wanted to do. No timeline, no walkthrough of the process, no details on the steps to take or what to expect from there. About a week later, I got a voicemail from him on 05/30/24 finally getting back to me, and from the sound of it he was still trying to talk me into just running it down our current pole and that it would be a lot of work to get it ran any other way and - without an actual price or detailed cost breakdown - that itd cost me tens of thousands of dollars and a lot of engineering and seeing if somehow they could make it work. But that the $1000 route was the best. I then filled out a survey online based on his poor communication and interactions, and received a voicemail the next day from his supervisor *********************. This was on June 3rd at 2 pm. He said a survey came across his desk and that he had to follow up on it, but when I called him back later that afternoon around 3:30, he did not answer so I left a message. I did not hear back from him that day, so I called him the next day again and left another message. I have now given it a week and have not received any return calls or messages from him or his department. It has been terrible service.Business response
06/14/2024
06/11/2024 08:57:50 EST (DJLOUCKS)
CUSTOMER INFORMATION:
***************************
ACCOUNT NUMBER: 0742
***********************************************************************************
Da*es of *******: June 4, 2016 - Presen*
Email Address: ***********************
**********
INITIAL CUSTOMER CONTACT:
6/11/24
I sen* *he following *ex* and email via Rivers*ar:
Accoun* Number: ending in 0742
******* Address: *******************************
Dear *************************,
Thank you for reaching ou* wi*h your concerns. We have received your
complain* filed wi*h *he Better Business Bureau, no*ifica*ion number
1070777646. I assure you Consumers Energy *akes all cus*omer complain*s
seriously.
We will be in *ouch wi*h you soon *o discuss your concerns and ga*her any
addi*ional informa*ion *ha* *** be needed.
We apprecia*e your pa*ience and unders*anding during *his process. Please
feel free *o reach ou* *o *************************** @ ******************************************** if
you have any fur*her ques*ions or concerns. Our *eam is dedica*ed *o
resolving your issues as soon as possible.
Sincerely,
Consumers Energy
www.consumersenergy.com
Please do no* reply *o *his au*oma*ed message.
*****
ASSIGNED TO CEM 6/11/24
06/13/2024 07:32:17 EST (DJLOUCKS)
6/13/24 - sen* email reminder *o ********************* and CEM *ha* *his complain*
is due on 6/14/24.
06/14/2024 10:51:10 EST (DJLOUCKS)
**********
RELEVANT ACCOUNT INFORMATION:
The following informa*ion was provided by CEM Supervisor *********************:
I spoke *o *he cus*omer on 6/12/24 as *hey filed a formal complain* as
*hey were no* happy wi*h *he fac* we could no* provide an ac*ual cos*
wi*hou* comple*ing a design *o accoun* for all needed ma*erials or conduc*
easemen* research *o know wha* righ*s we have on *he proper*y *ha* feed
service *o *his curren* proper*y. A lo* of research and ques*ions need *o
occur *o be able *o give an accura*e cos*. In conversa*ion wi*h LVDD
Design lead a ballpark price of $20-$30K was given and *his was relayed *o
*he cus*omer. Cus*omer was no* happy wi*h *his ballpark price and wan*ed
*o be given a per foo* charge and was no* happy as I could no* do *ha*
wi*hou* knowing o*her *hings *ha* would need *o occur such as po*en*ial
guying of exis*ing poles, e*c. All *his would come from a design being
comple*ed. Cus*omer asked *ha* I find someone who could give him a per
foo* charge and have *ha* person call him back as he was no* sa*isfied
wi*h my answer. I informed him I would reach ou* *o my supervisor and have
her call him back.
On 6/13/24 a* 3:07 pm Manager ***************************** and myself called cus*omer
in an a**emp* *o sa*isfy his reques*s from prior day. In conversa*ion ***
explained a design was needed *o provide ac*ual cos*s of *he projec*. ***
offered *o waive any deposi* required for design in order *o sa*isfy *his
ques*ion. *** men*ioned *here is an exis*ing primary line *ha* feeds *he
home *ha* *he cus*omer plans *o *ear down and a simple *ransformer upgrade
and service could be ran from *his pole loca*ed on *he proper*y line
be*ween cus*omer and neighboring proper*y. Cus*omer declined *his bes*
cos* op*ion and wan*ed *o pursue higher cos* op*ion *ha* would elimina*e
*he pole. Cus*omer agreed *o have Engineering comple*e *his design and
de*ermine wha* ac*ual cos*s of *he projec* would be and make fur*her
decisions a* *ha* poin*.
On 6/14/24 I sen* an email *o *he cus*omer wi*h scoping documen*s needed
*o be comple*ed *o allow design *o occur. Informed cus*omer *ha* *he
design would be comple*ed and cos* available ***** business days af*er
receip* of needed scoping.
**********
SUMARY OF RESOLUTION:
6/14/24
ADDRESS CALL TO CE TO START CHANGING HOW CUSTOMER RECEIVED THEIR ELECTRIC
SERVICES TO THEIR HOME # ASKING TO HAVE POLE REMOVED FROM CUSTOMERS
PROPERTY AND LINE PLACED UNDERGROUND # EXPLAIN:
This was *he cus*omer's reques* and ini*ia*ion of *his projec*.
ADDRESS RUSHED MESSAGES FROM ***************************** AND QUICKLY LEFT QUOTE OF
$1000 BUT NO TIMELINE OR WALK-THRO**H PROCESS, NO DETAILS ON THE STEPS TO
TAKE OR WHAT TO EXPECT FROM THERE # EXPLAIN:
On 5/22/24 Projec* Coordina*or (PC) spoke *o cus*omer and af*er reviewing
exis*ing service *o *he proper*y gave cus*omer bes* cos* es*ima*e *o
receive power *o po*en*ial new home. Cus*omer did no* wan* *his op*ion and
asked for op*ion *ha* would remove pole on proper*y line. PC asked
cus*omer *o provide a ske*ch of wha* was desired so *ha* he could s*op by
proper*y *o *ake pho*os/measuremen*s of facili*ies involved wi*h *he
reques* and *hen send *o our Engineering *eam *o prepare a cos* es*ima*e
based on cus*omer#s preferred scenario. PC followed up wi*h email same
day s*a*ing *he same.
ADDRESS VOICEMAIL FROM HIM TRYING TO TALK CUSTOMER INTO RUNNING DOWN
CUSTOMERS CURRENT POLE AND IT WILL BE A LOT OF WORK TO GET IT RUN OTHER
WAY WITHOUT ACTUAL PRICE OR DETAILED COST BREAKDOWN # EXPLAIN:
On 5/30/24 af*er preliminary review from *he Engineering Manager, i* was
de*ermined *ha* *he cus*omers preferred rou*e of a simple service from *he
cus*omer#s desired poin* of a**achmen* would no* mee* s*andards for
vol*age drop and flicker. Due *o *his, primary lines would need *o be
brough* closer *o cus*omer#s proper*y and a pad moun*ed *ransformer would
need *o be ins*alled. This would come a* a significan* increase in cos*
as compared *o *he bes* cos* op*ion previously given and available.
O*her variables along wi*h cos* include *he fac* *ha* exis*ing primary
lines cross a *hird par*y and research will need *o be done by our ************************** *o de*ermine if we have curren* righ*s *o underground
facili*ies on *his proper*y or if a new easemen* will be required. Due *o
*he various po*en*ial barriers and cos*, PC reached ou* *o cus*omer *o
valida*e bes* cos* op*ions would no* mee* cus*omer#s needs. He asked
cus*omer if he was sure *hey did no* wan* *o go wi*h a service from *he
exis*ing pole. Cus*omer again refused *his op*ion.
ADDRESS AFTER HE FILLED OUT A SURVEY ONLINE BASED ON POOR COMMUNICATION
AND RECEIVED A VOICEMAIL THE NEXT DAY FROM SUPERVISOR ********************* #
CUSTOMER CALLED HIM BACK AND NO ANSWER FROM *********************:
Supervisor ********************* called cus*omer on 6/3/24 af*er receiving a survey
*ha* was comple*ed indica*ing PC was rushed af*er calling in a reques* for
a #simple# pole removal and line placemen* underground. Cus*omer did no*
answer call and a voicemail was lef*. Re*urn call was received from
cus*omer on 6/4/24 and voicemail lef*. Nex* call occurred on 6/12/24.
ADDRESS WHAT CUSTOMER NEEDS TO DO TO GET HELP ON THIS PROJECT:
Manager *************************** and Supervisor ********************* called cus*omer on
6/13/24 and presen*ed op*ions for service. Cus*omer chose *he op*ion *ha*
would require Design assis*ance in order *o provide cos* cus*omer was
reques*ing. A simple #per foo*# cos* could no* be provided as cus*omer
previously reques*ed due *o *he variables involved. *** agreed *o have
Engineering comple*e *heir design and review corresponding cos*s a* *ha*
poin* so cus*omer could make a decision on how *o move forward.
TIMELINE:
5/22/2024, 1:41:34 PM: Q: Preferred Con*ac*? Phone Q: Proper*y Owner? Yes
Q: U*ili*y *o ********* Elec Q: Objec* *o ********* ******* Line Q: ** /
**? OH reloca*e svc from oh *o ug svc; assigned *o ********************* per
dashboard;ljm
5/22/2024, 2:54:06 PM: GMJUNGMA: lef* VM *o se* up si*e visi* for 5/23.
5/22/2024, 4:32:40 PM: GMJUNGMA: Hello ******, per our conversa*ion *oday
when able provide me wi*h a ske*ch of op*ion *wo *o remove poles and
ex*end *he ** service. Once I have *hese I will s*op by *he proper*y *o
measure and *ake pho*os. I will *hen *urn *his over *o engineering for a
cos* es*ima*e. Please reach ou* wi*h any ques*ions.
5/23/2024, 3:44:14 PM: GMJUNGMA: Hello ****, Please find a**ached *he map
de*ailing *he curren* loca*ion of *he poles owned by Consumers. The one
marked wi*h green on *he map is *he curren* pole *ha* we would like a
quo*e *o remove, and *o have service run from *he pole deno*ed by *he
purple X. We would like *he service *o run down *he pole, underground *o
our home, and *o en*er a* *he curren* me*er loca*ion. Please le* me know
if you have any ques*ions. Thank you, Aus*in *********************************** I will s*ar* *he process for a cos* es*ima*e *o *ake a pole ou*
and run ** from *here.
5/30/2024, 11:47:28 AM: GMJUNGMA: Per Engineering Manager, looking a* *his
reques*, i* is no* feasible. The service leng*h reques*ed would be over
400f*, wi*h an addi*ional 130f* back *o *he *ransformer. This pu*s *he
vol*age drop above 4V and *he flicker wi*h a *ypical AC a* 11V which are
ou*side of our s*andard. Has *he cus*omer paid an engineering fee for
*his? The no*es say *hey are looking for an es*ima*e, bu* *he no*ifica*ion
priori*ies show *ha* *his is a line reloca*e. I would sugges* *ha* we le*
*he cus*omer know *ha* bringing *he service all *he way back *o *ha* pole
is no* accep*able and if *hey wan* *o move forward, we can find a solu*ion
*ha* works bu* would need an engineering deposi* *o cover *he ini*ial
design cos*s and work needed *o de*ermine our righ*s on *he *hird par*y
proper*y. I* will be really hard *o provide a ballpark cos* for *his one
as we don * know wha* *he final plan will be. I* will need *o include some
primary so whe*her *ha* s OH or **, I *hink we will need an engineered
es*ima*e *o proceed. Le* me know your *hough*s on *his. I#ll hold off on
assigning i* un*il I hear back from you. Called ** *o discuss above email
lef* VM
COST:
Cos* will be de*ermined upon comple*ion of design.
COMPLETION:
Comple*ion of design *o be ***** business days from *he da*e all needed
scoping is received from cus*omer.
CUSTOMER INQUIRY CLOSED AS OF 6/14/2024
FOLLOW UP/QUALITY CHECK: no* done as CE wai*ing on info from cus*omer.Initial Complaint
06/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have lived at my residence for nine years and in the past few years a transformer down the road consistently blows up. They manage to bandaid it and get it working again in a few hours but the surge has caused damage a couple of time. Today 6/7/24 because my surge protectors have been surged so many times they failed. My router was fried, my switch box for internet was fried, and we are still investigating my ****** home points. I now work from home and am losing out on massive amounts of pay not working. Not to mention the time lost on a very important global project I am on. I have had it destroy my router before and I replaced it with no issues but I wonder what other damage it has caused that I cant see. Not to mention the huge explosion we hear when it blows it has to pose a serious risk to anyone nearby. I would just like the energy infrastructure of my road fixed properly and securely so there are no more explosions.Business response
06/14/2024
06/14/2024 13:00:36 EST (RGESCUTI)
06/10/2024 11:37:14 EST (RGESCUTI)
Customer Information:
*******************************
4653
********************************************************
Dates of Service: 06/09/15 to current
Email: ********************
06/10/24 -11:43 AM - I sent the following email ******************** and
sms text message (*************) via Riverstar:
Account Number: ending in 4653
Service Address: ***********************
Dear *****************************,
Thank you for reaching out with your concerns. We have received your
complaint filed with Eastern Better Business Bureau, notification number
1070784223. 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 *** 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.
Sincerely,
Consumers Energy
This was sent to Electric Ops Complaints and ************************** **************
****************************
This was forwarded to *************************, Claims Advocate
06/11/2024 09:08:00 EST (RGESCUTI)
I received the following email from *************************** <********************>
Hello ******,
Although my husband#s name is on our account I was the one who issued a
complaint as I am the one working from home. If you need to, please get in
touch with me at ************. Again referencing notification 1070784223.
Thank you.
***************************
*********
I sent the following email to *************************** <********************>
Thank you, *******************, I will make sure the electric supervisor has your
contact information.
**********
The following resolution was provided by ********************************* Supervisor
Electric Operations and ************************* Damage Claims Advocate:
12-month outage history:
Date Duration Cause
06/08/23 2 hr 27 min Animal
06/18/23 1hr 16min Animal
10/31/23 17hr 20min Weather
11/01/23 1hr 34 min isolated incident
06/07/24 1hr 26 min isolated incident
*Note this customer does not qualify for an outage credit
Customer Contact Summary:
Based on the information received and ADMS(Electric Outage Management
System) notes for this location, claim is denied due to UEF
(non-deterioration of CE Facilities).
************************* Damage Claims Advocate spoke with *************************** on
6/13/2024 at 3:39 PM. She explained Consumers Energy findings. Mrs.
******* stated her concerned was the overall condition of the
transformer(replacement)and safety. The transformer is near a bike path &
walking trail. There is no claim of damages. $21,000.00 was the amount
she has paid Consumers Energy since moving into her home.
Summary of resolution:
*Address transformer blowing up - explain
6/10/22,6/8/23 and 6/18/23 looks like we replaced the fuse at the
transformer. 7/23/22,10/31/23 and 6/7/24 looks like they re-fused LCP 383
80amp. After talking with the ESW#s the area has a lot of trees, so when
it gets windy the trees will blow into the line causing an outage. They
recommended that the line needs to be trimmed out.
The concern was forwarded to Forestry for review. *************************, Forestry
Manager, stated North Muskegon/ ********** is not on this year#s work
plan. We will not know if the circuit will be on next year#s plan until
late 3rd quarter. At this time, we have no plans to do any work in the
area; attached is last 12-month outage report. The report shows no tree
caused outages. We will have the forester evaluate the area for any
emergent needs.
*Damage claim
Damage Claim denied due to UEF (non-deterioration of CE Facilities).
Customer Inquiry Closed 06/13/24
FOLLOW UP QUALITY CALL:
At the discretion of the customer advocate a follow up call was not done.Customer response
06/20/2024
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]There are not many trees near the transformer to suggest that is what is causing the issues with it blowing so frequently. Also I believe my power has been off at 1902 ********. more than just the dates provided for the transformers repairs. Are there more issues that have happened around the transformer or between it and my home that are not listed? Perhaps signaling a larger infrastructure issue than just the transformer? I would like to know the date that transformer was installed and the lifespan transformer stations are given by the manufacturer. I believe there is a root cause to these outages that isnt being addressed. Not to mention the property damage my neighbors and I must incur from the constant surges. Please do more digging.
Regards,
***************************Initial Complaint
06/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In May 2022 I contacted CE to turn off the gas due to having remodeling done to my home. Unfortunately, it never happened and for over a year I was in and out of physical rehab for my husband. I contacted in July 2022 CE was in the street six feet down fixing repairs to next door and the torn down ******************. When I called to have gas turned back on the tech said there was a gas leak to the outside meter and he went inside my house and said the reading there was gas leaking under my house. I have contacted CE several times been put on hold for over an hour, hung up on and no supervisor has ever called me back. It is now over a year I've run out of patience. The only way that a pipe could have broke is from construction. The only construction that has been going on is from CE. I need help because nobody will call me back. I have CEs appliance repair plan and they take my information and no supervisor ever calls me back either. I have had the appliance repair plan and a rider for pipe repair. I need assistance to get them to call me back and get this fixed. This has been way too long. Had this plan for about two years paying ***** a monthBusiness response
06/18/2024
06/17/2024 16:27:14 EST (AJPORTER)
CUSTOMER INFORMATION
*******************************
Account Number # ****
***********************************************************************-2131
dates of service: 12/04/2013 - current
email: *********************************
**********
06/10/2024 9:04am
the following was sent via RiverStar to
email ********************************* & ************
Account Number: ending in ****
Service Address: ***************************************
Dear *****************************,
Thank you for reaching out with your concerns. We have received your
complaint filed with 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 *** be needed.
We appreciate your patience and understanding during this process. Please
feel free to reach out to your ************* Advocate @ ************ or
****************************************************************************** if you have any further questions or
concerns. Our team is dedicated to resolving your issues as soon as
possible.
Sincerely,
Consumers Energy
**********
06/10/2024 9:07am
this concern has been sent to Gas Operations for follow up and resolution
-06/10/2024 9:41am
******************* has been assigned to this complaint per ********
*****************************
-06/17/2024 12:10pm ***********************
called customer ************
phone number is no longer in service
-06/17/2024 12:11pm ***********************
called customer ************
no answer, left message machine
-06/17/2024 1:01pm ***********************
called customer ************
no answer, left message machine
-06/17/2024 3:45pm *************************************
called customer **********
no answer, left message machine
-06/17/2024 4:13pm
email to customer for closing
Good Afternoon ********
Myself and the **************************** have tried to contact you, I
am so sorry we were unable to connect. However, I have information for
you. ****** in the **************************** is leaving a note on your
account so that you can call **************. Please request an internal
gas line repair order, they will schedule a date & time to come to your
home. The plan that covers the internal gas lines is $4.99 per month.
We will not be placing a damage claim. Nearby construction (neighbor)
would not damage the internal gas line on your side of the meter.
For your records, this is the ****************************************** LINE SUPPLEMENTAL TERMS AND CONDITIONS
The service covers parts and labor costs for repairs of leaks to
completely exposed interior gas pipes or connectors resulting from defects
in workmanship and/or materials or damage due to normal wear and tear, up
to a limit of $2000 per service call. Additional conditions of service
include:
a. Consumers Energy will repair or replace completely exposed interior gas
piping. This contract applies to one premise and covers customers who are
receiving natural gas from a residential service provider.
b. Prior to servicing any gas piping, Consumers Energy reserves the right
to inspect the gas piping and to restrict certain types of piping from
eligibility due to unavailability of parts and/or inaccessible lines
c. All covered gas piping must be 1/2 to 1-1/4 inch pipe of a type
certified by the ************************* ***************** Code or the
National **************************** It must be installed to meet local,
state and federal codes and must satisfy both manufacturer and Consumers
Energy requirements for safe and proper installation and be in operating
condition. Examples of gas piping which are not eligible for service
include cast iron pipe, plastic pipe used in other than underground
installations, or no gas shutoff valve located within three feet from a
gas appliance.
d. All gas piping must be readily accessible. In an instance where gas
piping is not accessible it#s the customer#s responsibility to remove any
obstruction prior to Consumers Energy#s service arrival. Any damage
caused, or costs incurred, to gain access to inaccessible exposed interior
gas piping, including restoration costs, will be the responsibility of the
customer, including but not limited to restoring concrete, dry wall, paint
and wallpaper.
e. See also Service / Parts ******************* / Parts Not Covered:
Service to the natural gas meter including connections, gas piping
connecting to built-in stoves or fireplaces, exterior and underground
piping exiting outside of the location to gas lamps, grills, other
appliances, and structures not attached to the premises and receiving
non-residential service, updating or moving non-leaking gas pipes to meet
code, movement of the meter at the time of repair or replacement, unless
required by local gas code or deemed necessary by a Consumers Energy
representative, remodeling and cosmetic alterations, ordinance
requirements or changes, repair or replacement of any copper gas piping or
incorrectly-sized gas piping, repair or replacement of any devices or
equipment utilized to regulate gas pressure CONSUMERS ENERGY AND ITS
AFFILIATES ARE NOT THE MANUFACTURER OF THE *** PIPING OR CONNECTORS AND
THEREFORE THIS CONTRACT IS NOT A WARRANTY, GUARANTEE OR PROMISE RELATING
TO THE MATERIALS, WORKMANSHIP OR PERFORMANCE OF THE INTERIOR *** PIPING OR
CONNECTORS REPLACED BY CONSUMERS ENERGY AND NO SUCH WARRANTY SHOULD BE
IMPLIED FROM THIS CONTRACT.
I hope all of this information is helpful.
Warm regards
*** **
************* Advocate
**********
SUMMARY OF RESOLUTION
*1* Gas leak - repair
******* leak was found on the customer side of the meter. ******* service
was turned off at the meter due to the leak. The origin of the leak could
not be located but is thought to be coming from below the home in the
crawl space.
*2* ASP
The customer does have the ***************** Plan for most of her
appliances, however the technician could not reach many of her appliances
due to the condition of home. As for underneath the home, the gas field
technician is not allowed to enter under the home in a crawl space nor
under a mobile home. This would be customer equipment. This customer
does have Interior Line Coverage, however I did not see an order placed
for that situation. That department/vendor will need an order placed by
the customer in order to inquire into the repair. I have provided the
contact phone number in the email to the customer for her to call to place
a work order.
*3* Damage Claim
A damage claim has not been placed by this customer. She can file a
damage claim, however I have inquired to the Gas ********************* and
they have stated that a "customer#s fuel line, in a crawl space, would not
be affected/damaged when we are installing a neighboring gas line".
COMPLAINT CLOSED
06/17/2024Initial Complaint
05/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
05/29/24 I had a scheduled appt from 12-4 pm for Consumers Energy appliance to come and inspect my washer, work order #W0182675. I made the appt on 05/25/24@1620. I took off time from work for the time. Today@0812, while at work, I rcvd a call from ************, an employee from consumer, I answered it and told him I was at work and my scheduled appt today was 12-4pm because I was at work. He stated he understood he just wanted me to that I "did not have to take that time" I said I was aware; I was a work. He said ok and would see me at my scheduled time. When I got off work I waited at my home from 12 to 4pm and called the number, no answer and no one came. When I contacted Consumers appliance the person said it was noted on my record that I had rescheduled this appointment- Which was a false and incorrect statement and the repair company could not get in touch with me- they should not have been contacting me Until after 12. I have lost leave time and I don't like false communication and now I have to wait more days for my appliance to be repaired just because some workers wanted to get out of work earlyBusiness response
06/03/2024
05/30/2024 13:28:05 EST (RGESCUTI)
CUSTOMER INFORMATION:
***************************
ACCOUNT NUMBER: 8170
**********************************************************-1852
DATES OF SERVICE: 02/11/13 TO CURRENT
EMAIL: *******************
The following email ********************* and sms text message
(*************) were sent via Riverstar:
Account Number: ending in 8170
Service Address: ************************
Dear *************************,
The ***************** Plan is not regulated by the Michigan Public Service
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 ************.
Sincerely,
Consumers Energy
www.consumersenergy.com
This was sent to ASP Complaints:
05/30/2024 15:53:20 EST (RGESCUTI)
The following resolution was provided by ******, ***************** Plan:
05/30/24- ****** called ***************************** at 14:34. ****** inquired about
the situation and ****** explained the phone calls she received and the
missed appointment. ****** explained a time stamped picture, the tech was
onsite at 11:58. He then sat in the van and made notes that are time
stamped for 12:01 and 12:02. ****** spoke to ************************* and discussed
the picture of the porch. ****** explained what the porch looked like with
two white pots, beautiful flowers, and a brick type door mat. ******
confirmed this was her porch. ****** then asked if ****** could pull up
her ring footage and view what time the tech was at the home. ******
confirmed he showed up at 11:49. ****** stated that she did not leave work
until 12 and she can make it home within 15 minutes. The technician, ****,
was at the home at 12 when the appointment window started. ******
understood, ****** then asked ****** who calls the customers. ******
explained that we schedule the work order and get it over to the
contractor, from there the communication and appointment is with the
contractor. ****** thanked ****** for calling and said she really
appreciated her reaching out. ****** shared with ****** that if she has
any future issues she is always welcome to call into the call center and
have a case created, the case will be assigned to the Field Support team
to review and reach back out to her. ****** said, #thank you for letting
me know# and the call ended.
SUMMARY OF RESOLUTION:
ASP - missed appointment
the tech was onsite at 11:58. He then sat in the van and made notes that
are time stamped for 12:01 and 12:02. ****** spoke to ************************* and
discussed the picture of the porch. ****** explained what the porch looked
like with two white pots, beautiful flowers, and a brick type door mat.
****** confirmed this was her porch. ****** then asked if ****** could
pull up her ring footage and view what time the tech was at the home.
****** confirmed he showed up at 11:49. ****** stated that she did not
leave work until 12 and she can make it home within 15 minutes. The
technician, ****, was at the home at 12 when the appointment window
started.
*Repair
****** is scheduled for an appointment on 5/31/24 from 8-12. I added the
meet me option on her work order and confirmed with the office that they
need to show up inside of that window. ****** stated that she will be
available but if she needs to go to work she can come home within 15
minutes.
*Address customer changing appointment-false communication
****** was contacted around 8 in the morning to confirm her appointment.
****** states she was contacted somewhere around 1145ish, she did not get
the call but received a voicemail that stated the tech would be there in
15 minutes.
Regarding the notes in the computer that say rescheduled, it was not the
customer doing the rescheduling. It is the way the system changes the work
order, it notes it as rescheduled. ****** explained this to ****** and she
understood, ****** just didn#t want it to count against her. ******
explained that we do not keep track or charge for that.
CUSTOMER INQUIRY CLOSED 05/30/24Customer response
06/03/2024
[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.
Regards,
*************************
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Get a QuoteCustomer Complaints Summary
287 total complaints in the last 3 years.
100 complaints closed in the last 12 months.