ComplaintsforConsumers Energy

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I subscribe to the consumers energy protection plan. I had a problem with my refrigerator dispenser making a noise when I close it. The tech came out to troubleshoot the unit. During his diagnosis he broke a part on my refrigerator. At that point he told me my only option was to sign a paper saying he was not responsible for anything that breaks or he is condemning my refrigerator. (He did not tell me he broke something already. On that a price was stuck and May break). GE stated that the part he was having problems with were not a big deal. Of the stuck part was $15 when he call them to get information on speaker phone. The tech then had no choice but to order parts. He was upset that I heard what GE said and it was also recorded on my interior cameras.He then called me a the 2 days before he came and said when he comes he needs the refrigerator unplugged with doors opened prior to his arrival for at least 5 hours.I obeyed this instruction at 4am for my 8 to 12 appointment. Flustered I called at ****pm to see when he was coming the said he is running behind. When he came around 130pm I feel he became more angry because I wanted to give him some shoe covers and a brand new in plastic kn95 mask to protect my home. He said NO went and got his own mask and took off his shoes. He enter the kitchen asked for a pen writing a paragraph stating he not responsible for anything that happens. Such as refrigerator/floor/cabinet/wall/and he stated anything else including food he said. He said consumers told him to have me sign it or I would be condemned/canceled. I asked him to leave. 2 weeks later its fixed no issues by a different consumers tech. He also stated the he put in the report that he should have not told me to turn off my refrigerator. He said he could not believe he had me do that! There was no need. No one returning my calls or responding for replacement of my food. I was promised escalated higher up because of the the tech intentions to towards m

  

  Business response

  04/13/2022

  04/08/2022 09:31:54 EST (JAGATES)
  CUSTOMER INFORMATION:
  *************************
  Account # ****
  3083 ********** ***** ** **********
  Dates of service: 03/26/10 - present.
  Email address: ********************
  04/08/2022 10:17:58 EST (JAGATES)
  THIS HAS BEEN ASSIGNED TO ASP FOR RESOLUTION.
  CUSTOMER CONTACT SUMMARY:
  04/08/22: 9:48 AM - I called and spoke with ****** for nearly 30 minutes.
  He refused to be transferred or be provided with the phone number for ASP.
  Did not understand why I was unable to resolve this for him. Advised him
  that I do not have all of the information needed and that it's my job to
  determine which department will be able to resolve, assign it to them,
  review their resolution, then forward the completed resolution to the BBB.
  He verbally gave me permission to forward his contact information to ASP.
  I will not need to provide his phone number to ASP because his phone
  number is already on ASP repair orders, so they will have it.
  I've reached out to ********************* and will discuss this situation with her
  at 11:30 this morning.
  04/08/2022 15:09:19 EST (JAGATES)
  - Per email from *********************, this has been assigned to *********************** and
  the field support team for resolution.
  04/13/2022 14:33:14 EST (JAGATES)
  4/8/2022 at 12:56 PM ************************* spoke to ****************. The customer
  described his experience and Jaminson indicated that he would look into
  the situation and return his call.
  4/11/2022 at 4:23 PM Jaminson spoke to ****************. The customer indicated
  that he did not sign the waiver from Samaritan, but that Colonial does
  have the repair fully completed. The customer was happy with his service
  from Colonial but would like reimbursement for his food loss. He provided
  Jaminson a copy of his in-home surveillance video where it was noted that
  the Colonial technician told him that he should not have had to thaw his
  refrigerator.
  4/12/2022 at 3:20 PM Jaminson spoke to ****************. ******** offered the
  customer a ****** reimbursement for food loss and the customer stated that
  this was not acceptable. Jaminson asked the customer why they had not
  made other arrangements for their food and they claimed that they were
  notified by the contractor at 9:00 PM the night before the appointment to
  give them this requirement. The customer has wanted to provide proof of
  his allegations throughout the process so Jaminson asked him if he could
  send a screen shot of his call log, and the customer declined doing so,
  stating his doesn#t need to provide any more evidence and that he has been
  the honest one throughout the process. He stated that he has sent enough
  evidence for this already.
  4/12/2022 at 3:46 PM Jaminson left voicemail for ****************.
  4/12/2022 at 4:03 PM **************** returned Jaminson#s call. Jaminson let
  the customer know that he reached out to ******************* for them to
  confirm the time that their technician called to let him know that his
  refrigerator needed to be thawed. The customer indicated that his call
  log does not go back to the time of the appointment, which was less than
  30 days ago. **************** asked ******** to find someone in the office with
  an iPhone and ask them how far their call log goes back. The customer
  continuously called Jaminson a liar throughout this call and said that if
  we do not give him the ****** he requested he will hire a lawyer.
  4/12/2022 at 4:34 PM Jaminson called **************** to let him know Samaritan
  will be checking their technician#s phone to confirm what time they called
  the customer and that he has not yet found someone with an iPhone that he
  can check on their call log history.
  4/13/2022 at 8:20 AM: Jaminson spoke to **************** to explain that the
  technician#s call records show they informed the customer of the
  refrigerator needing thawed on 3/22/2022 at 1:34 PM, which does not match
  their allegations of being called at 9:00 PM the night prior. He also let
  the customer know that he had a co-worker check their call logs on both
  their work iPhone and personal iPhone, and the call log records go back to
  2/4/2022 and 3/14/2022 respectively, so this does not support his
  allegation of his call log going back less than one month. He again
  offered the ****** credit and explained that this would be our final
  offer. The customer said that he would call the **********************
  and hung up.
  4/13/2022 at 8:21 AM: **************** immediately called Jaminson back and
  indicated that he does not wish to speak to us any further and that he
  would like all future communications to be through the Better Business
  Bureau. The customer also wanted the record to state that the technician
  from Colonial changed his statement; the technician initially denied
  saying that he told the customer that Samaritan should not have told him
  to thaw his refrigerator but when we had evidence of this from the
  customer, then he admitted that it must have been true, and that he has
  done multiple work orders in the last three weeks since this visit so it
  would be hard to remember every detail. The customer then decided that he
  wants to think about our ****** offer and speak to his spouse about this,
  and would like Jaminson to call him back.
  4/13/2022 at 8:55 AM: **************** called Jaminson back asking if a check
  were to be cut for the ****** if he could pick it ** in *****. Jaminson
  indicated that it would be mailed. He still wanted to speak to his
  spouse.
  4/13/2022 at 11:20 AM Jaminson called **************** back to see if he had
  made a decision on our offer. The customer said that was not enough time
  for him to make his decision. He asked Jaminson if he had ******* pull
  his call log if that would make a difference in the amount we were
  offering, and Jaminson explained that it would not because that would
  still have left time for alternate arrangements to be made.
  4/13/2022 at 11:29 **************** called back asking Jaminson if he would
  still be able to keep his ASP plan if he accepted this check. Jaminson
  explained that he would and the customer then accepted our offer of the
  ******. Jaminson will process the check request for the customer.
  SUMMARY OF RESOLUTION:
  - ADDRESS DAMAGE CLAIM - FOOD: ******************* told the customer to
  turn off their refrigerator to thaw it, thus removing all food, which is
  within the technician#s allowable preference. Colonial Appliance told the
  customer that Samaritan should not have forced them to do that, which was
  not a statement that they should have made. We do not cover food loss in
  our Terms and Conditions but due to this situation we are offering a
  credit of ******. We are not allowing a ****** credit as requested
  because the customer could have made arrangements to store their food in
  another manner.
  - ADDRESS BROKEN PART BY TECHNICIAN: There was a piece that needed to be
  broken in order for the repairs to be completed. This piece was replaced
  and all repairs to the appliance have been made.
  - ADDRESS OPTION TO SIGN PAPER SAYING NOT RESPONSIBLE FOR ANYTHING THAT
  BREAKS OR REFRIGERATOR WILL BE CONDEMNED: If a technician deems it
  necessary for a waiver to be signed when they are working on delicate
  parts, older appliances, etc., and the customer refuses to do so, the
  technician is able to deny repair of the appliance. Since the customer
  would not sign the waiver Samaritan suggested they get a second opinion.
  - ADDRESS TECHNICIAN HAVING CVUSTOMER TURN REFRIGERATOR OFF FOR REPAIR:
  ******************* told the customer to turn off their refrigerator to
  thaw it, thus removing all food, which is within the technician#s
  allowable preference.
  - ADDRESS NOT RETURNING CALLS: ******************* told the customer that
  he would be contacted within 3-5 business days, and he was contacted on
  the afternoon of the 5th business day.
  COMPLAINT CLOSED 04/13/22
  - At the discretion of the Customer Advocate, a follow up call will not be
  made.
  
  

  Customer response

  04/15/2022

  [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:]
  Consumers energy is not being transparent about to what happened. I was told that I had to remove all my food from my refrigerator with short notice to fix my issue. This was not the case. Consumers then told me that they dont have any proof of what I was saying. I told them that I had proof. Consumers stated that if I did have proof to send it to support my case. The 2nd company that came out to service my ********* told me I should not have had to remove any food out of my refrigerator. This tech fixed my refrigerator without opening it. I explained this to Consumers and they state that the tech never said this and they had him write a written statement saying so. I told them I have the tech on video stating that I did not have to do this.  I was told to send in my video surveillance to confirm what I was say was the truthful. Which I did immediately. Consumers said this would prove that I was telling the truth and that the tech who came out was in consumers energy words a Dirty Lier! I sent in a video and pictures as proof of everything that I was saying was the truth. Then Consumers energy stated that they showed the video to the tech and gave him a opportunity to change his written statement because I said I did not want to be written up or loose his job. Due to this I let consumers know that I felt like I was being put in a bad predicament because I dont want to get the 2nd tech who fixed my ********* fired so I agreed to just accept 300 dollars. I told them I just want to make sure I dont loose the opportunity to be able to do business with colonial ********* however I never want Samaritan ********* at my home again. This was because they tried to make me sign paperwork stated that if I let them work on my refrigerator that if they ended up damaging my walls/ countertops/ floors / or refrigerator (again) they would not be responsible for anything and everything that happened while they were there. Along with them stating that the dont care about the BBB because they dont pay them to be accredited.

  I told Consumers energy that I felt that tech from samaritan *********s was upset because I asked him to put shoe covers on and wear a mask to protect my home and family. Then he tried to cover up his first interaction because he broke my refrigerator more the first time he came out. 
  Lastly Colonial ********* called me and stated that they will be going half with Consumers energy because Consumers stated their tech should not have told I didnt need to remove my food from the refrigerator. I talked to the manager told him that I appreciate his tech who came out and help me. I also express my concern that I wanted to still do business with colonial ********* in the future. He told me that they are happy to do business with me still. I was happy that the tech who told me the truth should not be fired after speaking to his manager. However the manager said Consumers was going half with him to replace all my food lost of 300 dollars. I told him that Consumers was not being truthful with him and I accepted $300. I did this only because I didnt want the tech who did his job the right way and who was honest with me to be fired. I was very disappointed to find out that consumers energy lied to colonel ********* making them pay the full $300 and saying the should cover the rest. I offered to send him his $150 back because he rightfully only agreed to half and did nothing wrong only had a tech out who told me the truth. He said it was ok he already mailed the check. I am very disappointed in Consumers for not being truthful with me and colonial *********!

  I feel like consumers is a monopoly and feels like they can do what ever they want to do. Very sad. If I had a choice I would not have them as a utility company!

  Regards,
     
  *********************

• Initial Complaint

  04/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Energy prices are beyond ridiculous and unaffordable and it doesnt make sense on how a month where we literally shut everything off before we go to work our **** is higher than when we were home for a month using everything. And not to mention they just raised prices yet again. How are we suppose to afford these ridiculous bills and they continue to grow and grow in profits?

  

  Business response

  04/15/2022

  04/11/2022 09:02:20 EST (JAGATES)
  CUSTOMER INFORMATION:
  *************************
  Account # ****
  **** ************************* ** **********
  Dates of service: 04/05/22 - present.
  Email address: *************************
  04/11/2022 09:09:12 EST (JAGATES)
  I HAVE EMAILED FRAUD, ASKING FOR CONFIRMATION THAT DOCUMENTS HAVE BEEN
  RECEIVED AND WHAT IS NEEDED FOR TURN ON OF SERVICE.
  CUSTOMER CONTACT SUMMARY:
  02/08/22: ************** called to place service in her name, however she had a
  past due balance of $214.23. ************** has called while the service was
  in the name of ********************* for AC repair. ************** stated that **************
  is no longer at this address and there is an order of protection. Customer
  was provided with assistance information.
  04/05/22: Customer requested service in her name. Documents were requested
  to complete the move in request.
  04/06/22: ************** indicated that she sent in documents the previous day.
  She was upset because there was no one available (7 pm) in the Fraud
  department to assist her. Requested supervisor call back.
  Supervisor called back at 9:08 pm - advised that we are unable to bypass
  the document review for turn on. Made the customer aware that it takes up
  to 5 business days to process documents and turn on service.
  04/07/22: Account documented that documents were received and forwarded to
  an investigator.
  - Customer called and spoke to CSR who transferred to Fraud.
  04/08/22: Customer called and was transferred to Fraud.
  - Second call from customer - was informed that it can take up to 5
  business days for documents to get reviewed for turn on approval.
  RELEVENT ACCOUNT INFORMATION:
  - Previous account holder:
  ***********************
  Account # ************
  **** ************************* ** 49425-9745
  Dates of service: 11/06/21 - 04/04/22.
  - Balance owing: $2048.53
  - *********** was disconnected on 04/05/22 for non-payment.
  04/11/2022 13:57:50 EST (JAGATES)
  CUSTOMER CONTACT SUMMARY:
  04/11/22: 9:50 AM - I called ********** and got a message stating that
  voicemail has not been set up. I was unable to leave a message.
  10:28 am - D. Cotton w/Fraud also tried to call ********** and got the
  same message. Was unable to leave a message. Noted the account that we are
  unable to approve ************************* for service at this time.
  - Fraud sent me the following notes:
  - Received IRS form ****-B proving health coverage to verify
  social security number for *************************. The form does not give a year,
  but it was mailed to **********************************************. Was covered under
  ******** ********** of ****** and Human Services.
  - Received weatherization referral notice from ******************** dated 03/28/2022 addressed to **************************** at **************************************, **.
  - Received expired ******** Driver License issued 01/05/2018,
  expired 07/08/2019 for ***************************** with ****************************. ********,
  ** on the front, no copy of the back.
  - Information for ************************* was sent from email address
  listed on the account for *********************.
  - The phone number on the account for ********************* and *******
  ***** is the same.
  -
  - Found ******************* - ******** - Court record
  2022-2205150LT-LT filed 03/18/22 for eviction with Pine island Recreation
  Inc as plaintiff and ******************************** and ************************* as defendants.
  Hearing date scheduled for 05/05/22.
  - 04/07/22: 1:39 pm - Cotton attempted to reach property
  management, ***** Brothers Company at ************ and got a fast busy
  signal. Was going to request original lot lease to verify lease
  holder/tenant information.
  04/14/2022 15:22:26 EST (JAGATES)
  04/12/22: 3:30 (approximately)- D. Cotton, Fraud Investigator, spoke with
  *************************. *****************************, the person who filed this complaint, is
  ********* daughter and lives with her.
  - ********* owes a past due balance of $1891.78 from **** ***********************.
  ******, **. TLO (credit reporting agency) reports the **** ********
  ****** address as a common address for ******* and *********.
  - ********* did attempt to place service here into her name as of April 5,
  when service was turned off, but she was denied due to outstanding past
  due balance. Phone number for *********, ******* and ***** is the same.
  ******* was advised that we cannot approve service for her at this time.
  Advised her to have ********* call to discuss what is needed for turn on
  of service.
  04/12/22: 6:27 pm - CSR turned on the electric service without receiving
  authorization from Fraud for *********, indicating that the customer was
  pending CERA (Covid Emergency Rental Assistance) assistance. There are no
  notes on the account stating that we have heard from anyone that they have
  an application pending or approved. (Coaching request sent to CSR's
  supervisor.)
  04/13/22: D. Cotton received the first page of lease with ****************************** as Landlord and ******* and ********* as lease holders, so
  they have both been here all along. Because ********* owes a balance, we
  required that balance to be paid in full prior to service turn on.
  ***** has not been here since January due to being incarcerated. *********
  is being rebilled for service that was previously in ******* name because
  he has not been here, and we can prove that ********* and ******* have
  been. *********** account was accessed the same day service was placed
  into ******* name.
  SUMMARY OF RESOLUTION:
  - ADDRESS ************ was listed under ********************* with only 1 payment
  since service was placed in his name in November. ***** has not lived here
  since January when he was incarcerated.
  - ADDRESS TURN ON/FRAUD NOTES: Both ************************* and *****************************
  (mother & daughter) have been living here. They attempted to place service
  into ********* name to avoid *********** larger debt. We were requiring
  *********** outstanding debt to be paid before turning on service.
  Service is currently on without payment due to CSR error as the service
  was not approved by the Fraud Investigator, but at this time, we will not
  turn it off until proper ******* has been followed on *********** balance.
  COMPLAINT CLOSED 04/14/22
  
  

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been paying for an appliance service plan for many years. During the peak of Covid our dryer needed service. We tried reaching out for service but was unable to reach a live person. We tried for over a week and finally decided since we couldnt get it serviced we would buy a new one. The plan we had stated that if the item couldnt be fixed they would pay us a certain amount so we could buy a new one. Recently they offered us an upgrade to our plan so I reached out to them regarding this past issue. They stated they were providing service which is incorrect. They refused to compensate me for my defective dryer. I canceled my plan because of poor customer service and not living up to their contract. I have documentation stating they wont offer any compensation.

  

  Business response

  04/13/2022

  04/06/2022 10:59:21 EST (RNRICHAR)
  CUSTOMER INFORMATION:
  ***********************************
  Account number: 1487
  9374 ***************** ******* ** 48423-8320
  Dates of service: 07/01/14 to present
  Email: *****************
  INITIAL CUSTOMER CONTACT:
  04/06/22 - 11:00 am - I left a voicemail message for ******************** at phone
  number ************ - letting him know that we have his inquiry placed
  with the Eastern Better Business Bureau (BBB) regarding concerns with his
  *** plan. I explained that the ********************** (***) is not
  regulated by the ******** ************************* (MPSC) and therefore I
  am unable to provide them with his phone number or email address. I did
  provide the number ************ for him to leave a message with *** with
  his name, best contact number and email address so they can assist him
  further. I also provided my direct phone number in case of any additional
  questions in the meantime.
  ASSIGNING TO *** COMPLAINTS.
  04/13/2022 11:35:52 EST (RNRICHAR)
  RESOLUTION PROVIDED BY THE ********************** COMPLAINTS RESOLUTION
  GROUP:
  4/6/2022 at 1:34 PM ******************************* spoke to the customer and noted:
  #I confirmed for the customer that the *** department was open during the
  pandemic, and apologized that the customer was not able to reach anyone.
  I explained that per our Terms and Conditions the appliance would have
  needed to be looked at by a licensed technician for us to review for
  possible reimbursement. Since the customer was not on a gold plan and the
  appliance was not valued out, it would not have qualified for a gold
  check. Upon further review of the account, it was determined that the
  customer has had *** since 2014 and only used it one time, so I offered a
  credit of one year back of the *** charges, and the customer accepted.#
  SUMMARY OF RESOLUTION:
  - (*Address *** - Dryer repair) The customer said that no one
  fixed the dryer as they just replaced it. ******** explained that per our
  Terms and Conditions the appliance would have needed to be looked at by a
  licensed technician for us to review for possible reimbursement.
  - (*Address unable to reach live person for repair # explain)
  ******** confirmed for the customer that the *** department was open
  during the pandemic. She apologized that the customer was not able to
  reach anyone.
  - (*Address compensation) ******** advised the customer they
  were not on a gold plan and the appliance was not valued out, so it would
  not have qualified for a gold check. Upon further review of the account,
  it was determined that the customer has had *** since 2014 and only used
  it one time, so we offered a credit of one year back of the *** charges,
  and the customer accepted.
  - (*Address if plan has been cancelled) Customer no longer
  wanted *** so the plan has been cancelled.
  CLOSING CUSTOMER INQUIRY AS OF 04/06/22.
  FOLLOW UP QUALITY CHECK:
  At the discretion of the Advocate, no additional calls were performed.
  
  

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am contacting BBB because my Consumers Energy **** for my house has been going up by leaps and bounds for the last 14 months, and I am blaming it on the new meter that they installed. I have a separate **** for my home and my garage. My garage is staying reasonably stable, even though I use much more electric there, to my thinking, than my house. Because, for instance, this last month I have been remodeling our kitchen. And have for approximately 10 to 13 hours a day, for 3 weeks, I am in my "garage/ woodworking shop" using my big saws, dust collectors, planers, air compressor, nailers etc. My **** for my workshop for march is $60 and some change. The house on the other hand is $107. We **** and heat water with propane. And always are careful about turning off our "LED" lights when we leave a room. I think our **** has increased by about $20 a month for some time now for no reason. I contacted Consumers Energy over the phone about this. I received an e-mail regarding this, stating, she was here, and checked out the new meter that I have been complaining about, and that it checked out fine. SHE WAS CALLING FROM DOWN STATE SOMEWHERE!! I LIVE IN NORTHERN ********!! I don't think she checked anything out!! And she defiantly, didn't drive up here personally, to check my meter. I wish I would have saved that e-mail. My friend had a problem with a pole in his yard, and one of the workers said, since they were there, he would check his meter because of complaints about other peoples meters. And after checking it, he found it was off some %, so they changed it. I am sure there is a problem with the meter on my house, and I have been over charged by Consumers Energy for my electric use for some time. I would like my meter checked out, and when they find it at fault, I would like to be reimbursed for the money I have paid for their faulty equipment. Thank You. If you need any other information, please be sure to contact me. *****************

  

  Business response

  04/08/2022

  03/28/2022 12:43:46 EST (JCJOHNSO)
  CUSTOMER INFORMATION
  *********************
  ACCOUNT #: 3314
  2192 ******* ******** ** 49601-8788
  Dates of Service: 12/11/2013 - Present
  Email: ******************
  RELEVANT ACCOUNT INFORMATION
  12 Month Consumption History
  Billing Period Consumption
  03/24/2021 - 04/22/2021 413 kWh
  04/23/2021 - 05/23/2021 395 kWh
  05/24/2021 - 06/22/2021 440 kWh
  06/23/2021 - 07/22/2021 375 kWh
  07/23/2021 - 08/22/2021 419 kWh
  08/23/2021 - 09/21/2021 446 kWh
  09/22/2021 - 10/21/2021 444 kWh
  10/22/2021 - 11/21/2021 440 kWh
  11/22/2021 - 12/21/2021 393 kWh
  12/22/2021 - 01/20/2022 505 kWh
  01/21/2022 - 02/21/2022 534 kWh
  02/22/2022 - 03/22/2022 424 kWh
  Historical Consumption Comparison
  Billing Period Consumption
  03/28/2017 - 04/26/2017 297 kWh
  04/27/2017 - 05/25/2017 289 kWh
  05/26/2017 - 06/26/2017 326 kWh
  06/27/2017 - 07/26/2017 305 kWh
  07/27/2017 - 08/24/2017 279 kWh
  08/25/2017 - 09/25/2017 321 kWh
  09/26/2017 - 10/24/2017 285 kWh
  10/25/2017 - 11/26/2017 330 kWh
  11/27/2017 - 12/25/2017 317 kWh
  12/26/2017 - 01/28/2018 404 kWh
  01/29/2018 - 02/26/2018 302 kWh
  02/27/2018 - 03/27/2018 289 kWh
  03/28/2018 - 04/26/2018 285 kWh
  04/27/2018 - 05/28/2018 299 kWh
  05/29/2018 - 06/26/2018 267 kWh
  06/27/2018 - 07/26/2018 316 kWh
  07/27/2018 - 08/26/2018 279 kWh
  08/27/2018 - 09/25/2018 243 kWh
  09/26/2018 - 10/23/2018 259 kWh
  10/24/2018 - 11/26/2018 326 kWh
  11/27/2018 - 12/26/2018 300 kWh
  12/27/2018 - 01/27/2019 375 kWh
  01/28/2019 - 02/26/2019 299 kWh
  02/27/2019 - 03/27/2019 288 kWh
  03/28/2019 - 04/28/2019 302 kWh
  04/29/2019 - 05/28/2019 273 kWh
  05/29/2019 - 06/26/2019 263 kWh
  06/27/2019 - 07/28/2019 290 kWh
  07/29/2019 - 08/26/2019 232 kWh
  08/27/2019 - 09/25/2019 255 kWh
  09/26/2019 - 10/24/2019 256 kWh
  10/25/2019 - 11/22/2019 312 kWh
  11/23/2019 - 12/22/2019 339 kWh
  12/23/2019 - 01/22/2020 345 kWh
  01/23/2020 - 02/20/2020 320 kWh
  02/21/2020 - 03/23/2020 342 kWh
  03/24/2020 - 04/22/2020 276 kWh
  04/23/2020 - 05/21/2020 250 kWh
  05/22/2020 - 06/22/2020 259 kWh
  06/23/2020 - 07/23/2020 292 kWh
  07/24/2020 - 08/24/2020 251 kWh
  08/25/2020 - 09/23/2020 215 kWh
  09/24/2020 - 10/22/2020 249 kWh
  10/23/2020 - 11/22/2020 273 kWh
  11/23/2020 - 12/22/2020 293 kWh
  12/23/2020 - 01/24/2021 327 kWh
  01/25/2021 - 02/22/2021 335 kWh
  02/23/2021 - 03/23/2021 372 kWh
  - The current meter (#********) has been installed 01/06/2016 and was
  verified accurate at ******% prior to it going into the field. This meter
  has been present for over 6 years, much longer than this higher electric
  use has been occurring.
  - It does appear that overall electric use has increased over the last 12
  months from what has been used in the past. Electric use rarely exceeded
  350 kWh - 400 kWh in a single billing period in the past, but has exceeded
  that consistently since early in 2021.
  - In reviewing the energy use details, baseload usage is consistently low
  at around 0.3 kWh/hr. There are spikes in usage that occur regularly in
  the afternoon and early evening hours, when usage can reach as high as
  about 4.0 kWh/hr. It's possible the equipment being used during these
  usage spikes is what's driving the higher bills this customer is seeing.
  - Although we can test the meter for accuracy, there have been no changes
  to our metering equipment since 2016. This increased usage is likely due
  to something in the customer's home.
  - ************ filed a complaint with our ************** on 12/08/2021 for
  similar concerns, but we were unable to reach him. A letter was sent on
  12/22/2022 advising him of our findings and to reach out if he needs
  further assistance. It does not appear he contacted us back after that to
  discuss his ****.
  CUSTOMER CONTACT SUMMARY
  03/28/2022 | 1:02 PM
  - I contacted ************ on 03/28/2022 at ************ to discuss his
  billing concerns and reached his voicemail. I left a message with my
  contact information and asked him to call me when he's available to talk
  more about this.
  04/07/2022 12:19:04 EST (DJLOUCKS)
  *****
  - 4/5/22 meter tested at ******% accurate and the customer was able to
  witness the test.
  *****
  4/6/22 11:45 am
  - I called ******************* at ************ and spoke with him about his
  concerns and the meter test results. I went over with him that we have
  reviewed his usage and found that for the last year his usage has run
  higher at his home. The meter was installed in 2016 and the usage didn't
  increase until this past year.
  - ************ stated our meter person was at his home on 4/5/22 and tested
  his meter. He told me they had talked about his usage and he was aware
  the meter tested good. I told him it tested at 100% which tells us the
  amount of usage billed is correct. I told him we can see his usage is
  higher and can tell him when it was used but we can't tell what is using
  it in the home. He said he understands that. I explained he can view his
  usage online if he chooses.
  - We also talked about the line items on his **** so he has a better
  understanding of his billing. He wasn't aware he was charged a monthly
  access fee or for distribution, but we did talk of it in detail, so he is
  more aware. He thanked me for the follow up and ended the call.
  SUMMARY OF RESOLUTION:
  4/6/22
  ADDRESS HIGH ****:
  Usage at the home has been higher for approximately the last 12 months
  compared to what was used here previously. Customer was more concerned
  about the different charges on the **** then how much electricity he is
  using.
  CONSUMPTION COMPARISON HISTORY:
  Consumption history is listed above in "Relevant Account Information".
  ADDRESS INCREASE SINCE NEW METER INSTALLED - EXPLAIN:
  New meter was installed in January 2016 but usage didn't increase until
  March 2021. Higher usage was not due to the installation of a new meter.
  METER TEST:
  Meter tested at 100% on 4/5/22 and customer was able to witness the test
  and speak with the meter worker.
  PAYMENT PLAN IF NEEDED:
  Customer is not needing a payment plan at this time.
  CUSTOMER INQUIRY CLOSED AS OF 4/6/2022
  
  

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My electric meter has not worked since October. Since that time they have been estimating every month and overcharging me. They finally replaced the meter the beginning of March 2022. Now they say I owe even more money. I have never paid this much in the 3 years that I have lived here. It's over $100 more a month they are trying to collect. The reading or rates are wrong and Consumers will not help me. I have over paid roughly $800

  

  Business response

  03/25/2022

  03/22/2022 16:25:06 EST (HRCRAMER)
  CUSTOMER INFORMATION
  ***********************
  Account #: 1657
  167 ********** ******** ** 48433-9321
  Dates of Service: 03/06/2019-Present
  Email Address: ******************
  RELEVANT ACCOUNT INFORMATION
  - In the last 12 months, ************** has three estimated meter
  reads: 08/18/2021, 09/17/2021, and 01/18/2022. There were three meter
  reads that were adjusted: 07/20/2021, 07/29/2021, 08/06/2021. These three
  were overestimated reads that were corrected.
  - There are periods of non-communication/gaps in hourly meter
  data: 09/09/2021-09/12/2021, 09/15/2021-09/21/2021, 10/26/2021-10/27/2021,
  11/15/2021-11/18/2021, and 11/20/2021-11/23/2021.
  - The last four bills had Electric usage adjustments on them,
  but for their respective billing periods, not estimate catch-ups.
  Currently, ************** owes $251.32 that was due 03/16/2022 and $298.04 due
  04/18/2022.
  CUSTOMER CONTACT SUMMARY
  03/22/2022: I called *********************** at ************ at 4:24 PM and left a
  voicemail referencing the inquiry and requesting that he contact me back
  to address his concerns.
  03/25/2022 12:51:13 EST (HRCRAMER)
  03/25/2022: I called *********************** at ************ at 1:08 PM and left a
  voicemail referencing the inquiry and requesting that he contact me back
  to address his concerns.
  Since I've been unable to reach ************** by phone, I'm sending the
  following email for closure:
  "Good afternoon, **************.
  This email is in response to your inquiry with the ******** Public Service
  Commission regarding the account at ************************ ********. I understand
  that you had some concerns about your billing.
  I was able to look into your concerns and found that there had only been
  three estimated reads in the last 12 months of your account # reads from
  August *********, September 17th 2021, and January 18th 2022. I did also
  find three meter reads that had been adjusted # reads from July 20th and
  29th 2021 and August 6th 2021. These had been overestimated reads that
  were corrected.
  Your meter was exchanged due to a non-communicating issue on March 2nd
  2022 and replaced with a new meter. #Non-communicating# means that, while
  the meter is still accurately recording your usage, it is not sending the
  usage data to us (similar to how a cell phone would send a text). There
  were some periods of poor communication (which could have been caused by
  poor cellular service) that prompted us to exchange the meter. The
  electric adjustments that you saw were not additions to what you#d already
  paid, but the inclusion of the electric consumption on the bills (as you#d
  had four bills without electric usage reflected on them).
  Additionally, your account is currently past due. Your **** for $251.32
  was due March 16th, and your current **** for $298.04 is due April 18th.
  I#ve also attached the itemized statement so you can review your history
  and billing over the duration of your account for this address.
  Sadly, I was unable to reach you by phone. If you have any additional
  questions, please feel free to call or send me an email. I would be happy
  to further assist you. My office hours are: Mondays and Wednesdays from
  12:30-6 PM, Tuesdays and Fridays from 7 AM-5:30 PM, and Thursdays 7
  AM-4:30 PM. My contact information is listed below.
  With regards,
  *************************
  CONSUMERS ENERGY
  Executive Customer Advocate
  She/Her/Hers
  OFFICE: ************"
  SUMMARY OF RESOLUTION
  1. ADDRESS NON-WORKING METER SINCE OCTOBER: The meter was
  working but experiencing intermittent communication issues. Because of the
  amount of lapses in communication, it was scheduled to be exchange due to
  "non-communicating," which was completed on 03/02/2022.
  2. ADDRESS ACTUAL OR ESTIMATE READS: ************** hasn't had an
  estimated read since 01/18/2022. Prior estimates were overestimated and
  adjusted in 2021.
  3. ADDRESS BILLED AMOUNT: ************** currently owes $549.36 -
  $251.32 past due that was due 03/16/2022 and $298.04 due 04/18/2022.
  4. PAYMENT PLAN: ************** has multiple payment arrangements
  or options available to him if needed.
  COMPLAINT CLOSED: 03/25/2022
  
  

  Customer response

  03/28/2022

  [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:
  
  Their responses are lies. Their own monthly billing statements show estimated since October. This is absolutely unacceptable.  
  
  Regards,
  
  ***********************

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Can't get service hooked up on new build, temporary service was given 8/21 and was told at that time permeant installation would be scheduled for 11/21 by our contact *** **** while he was on site. We where told to call in October to make sure that we were on the schedule for November. We have called and emailed Mr **** numerous times since October, our electrician, our contractor and our excavator have all attempted to contact him and get this scheduled. It would be safe to say 30+ attempts have been made to Mr ****. In January after repeatedly being ignored by Mr **** we were able to get in contact with his boss *******************. It was finally after this contact that we were scheduled February 16 2022 to receive our permanent electrical service. When they arrived they did not install the service because they need to bore under an existing neighbors driveway and they did not bring the equipment to do that. Mr **** claims that he did not know that the existing driveway was concrete because it is noted on the site plan as unknown. Mr **** has been to the location at least 3 times, the first being in August. His claim is there was too much snow on the driveway to determine what it was made of. After the installation crew left we were told by Mr **** we need to be rescheduled.Two weeks passed and when Mr **** returned our phone call we were told that no we were not on the schedule for any future date. We have persistently tried to be placed on the schedule and the only time that Mr **** has ever answered our phone call was in late February to tell us that he is no longer dealing with us and that ********************** his boss would be taking over.Our first contact with *************** after he was assigned our case revealed that he had no knowledge of our issues and that he would check into it.It has been 2+ weeks since that first contact and we have been consistently been told by *************** that he expects to have scheduling information the next day. He does not have info

  

  Business response

  03/23/2022

  03/16/2022 09:21:03 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  ***********************
  ACCOUNT NUMBER: 4465
  60 ******************** ************ ** 49749-0000
  Dates of Service: September **** - Present
  Email Address: *****************
  **********
  INITIAL CUSTOMER CONTACT:
  3/16/******* am
  I called ************ and let ************************* know we received the inquiry
  they placed with the BBB regarding new service. I explained it has been
  forwarded to our new service team who will investigate and follow up
  within the next couple of days. I also left my direct dial number and if
  she didn't hear back she is going to call me.
  ASSIGNED TO CEM SPoC 3/16/22
  03/16/2022 15:31:41 EST (DJLOUCKS)
  3/16/22 this has been given to *************************** to work.
  03/23/2022 15:25:51 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  The following information was provided by Distribution Project Leader, ***
  ******:
  I spoke with ************************* 1/4/22 to discuss need for her to call in
  service request. During this call, I identified opportunity to escalate
  our process due to customer's misunderstanding of our process.
  I spoke with ************************* 3/15/22 to discuss lack of progress. I
  explained to her that we are awaiting input from our scheduling/boring
  partners, but that frost was a concern.
  I spoke with ********************* on 3/18/22. He was extremely upset at process.
  ***** asked what are we supposed to do, wait around for you to call? I
  responded, yes, as I have no further information on the schedule. I
  assured ***** that this project had been escalated and we would
  communicate as soon as we had more information.
  The following information was provided by Regional Project Coordination
  Manager, ***********************:
  On 3/22/22 I talked to ************** and have a follow-up tomorrow after I get
  a timeline from scheduling and the field.
  On 3/23/22 I had a follow up call with **************. The following is the
  information I relayed to the customer and after confirming with scheduling
  on timeline moving forward:
  - A new ******** ticket has been called by the contractor that has the job
  that will be on good Friday. The customer has been informed when they see
  the staking to not disturb the staking as it may cause an additional
  delay.
  - A ******* for the contractor that has the work will be on-site on
  Thursday 3/24/22 or Friday 3/25/22 to validate frost depth. Customer
  informed me they had some other underground utility work done yesterday
  and they were down +2' hand digging.
  - If the frost depth allows for the boring of driveway to move forward
  then the plan would be to do the service the week of 3/28/22. If not able
  to do that week it will be checked again the following week with a plan to
  do the work the week of 4/4/22.
  Customer was encouraged that we have a plan moving forward. I have
  committed follow up call on 3/25/22 to provide an update on the
  determination from the field visit this week and provide an updated
  timeline.
  **********
  SUMMARY OF RESOLUTION:
  3/23/22
  ADDRESS SERVICE HOOK UP FROM TEMPORARY:
  Overhead (OH) temporary service installed August 2021. Customer did not
  realize she needed to call in a new notification for permanent service
  until 1/4/22. *** spoke with her on 1/4/22 and offered to escalate the
  process due to misunderstanding. Temporary OH to permanent underground
  (UG) service was scheduled to be completed 2/16/22. Crews could not
  complete work per design due to concrete driveway instead of gravel as
  indicated on design. Currently waiting on Bore contractor to confirm when
  they can complete the boring.
  ADDRESS LACK OF COMMUNICATION AND RETURNING PHONE CALLS:
  Communication was not consistent and has been identified as a gap in
  providing good service. We wanted to provide a schedule to an upset
  customer and delayed communication in favor of having answers from our
  contractors regarding a schedule.
  ADDRESS CE EMPLOYEE NOT KNOWING WHAT NEEDED TO BE DONE TO COMPLETE HOOK
  UP:
  Site plan submitted by builder 1/5/22 indicates "Gravel Driveway
  (Proposed)". Project Coordinator (PC) was unaware that driveway was
  concrete. Snow cover and vehicles parked over driveway prevented PC from
  recognizing the driveway as concrete. Design was created indicating
  gravel driveway.
  TIMELINE:
  01/04/22 - received request for permanent service.
  01/04/22 - emailed ******* requesting site plan.
  01/04/22 - called builder contact requesting site plan with proposed meter
  location.
  01/07/22 - emailed customer site plan has been received and project is
  with service design.
  01/13/22 - emailed ******* - visited site and met with contractors working
  at house. Building materials in the proposed route need to be moved.
  01/14/22 - Go Ready uploaded to Doc Warehouse.
  01/27/22 - emailed ******* that still on pace for the 2/11/22
  installation.
  02/08/22 - temporary OH to permanent UG service, job is ready to go.
  02/16/22 - need to go back to design.
  02/17/22 - per crew cannot complete as designed. Driveway is concrete not
  dirt. Notified PC for possible re-design.
  3/10/22 - follow up email sent to customer.
  COMPLETION DATE:
  Completion will be completed week of 3/28/22 if frost depth allows for
  boring otherwise would be week of 4/4/22.
  CUSTOMER INQUIRY CLOSED 3/23/2022
  FOLLOW UP/QUALITY CHECK: not done at discretion of customer care rep
  ________________________________________________________________________
  Task 0002
  Task CSCMPTSK INIT Initial Contact w/Customer
  Task text
  Status TSCO
  Planned start 03/16/2022 00:00:00
  Planned end 03/21/2022 00:00:00
  Completed on 03/23/2022 by
  ________________________________________________________________________
  03/23/2022 16:16:47 EST (DJLOUCKS)
  CLARIFICATION:
  The ******** ticket has been called by contractor for this job that will
  be done on Friday 3/25/22.
  
  

  Customer response

  03/24/2022

  [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:

  While we except the proposed resolution we do not except the explanation and timeline of events.  We followed *** ****'s instructions that he gave us in order to have buried service installed in November, per a email to ************************* he lists the existing driveway as unknown and the proposed driveway as gravel.  No snow was in the driveway in August as he stood on it while talking to ************** about the plan and the timeline for the project.  As previously stated in our complaint ************** began the attempts to contact of Mr **** in October, as she was told to by Mr ****.  We have a job order number for permanent installation from October as well as our temporary job order number from August. He is more than welcome to make up his own timeline, say we don't have a job order number and attempt to place blame elsewhere. What he has said is not true and we have the documentation to prove it. His inability to clear his voicemail or return emails is the main reason that this project is going on 6 months late.  Too much snow and too many cars is a great excuse for not being prepared, there is a person that goes with each of those vehicles so next time he is in such a predicament I would suggest he ask or possibly open ****** maps either would have taken away his confusion as to what equipment to bring to the project.  We must not forget he was on site in August.

  We that that said I thank those above him for getting involved and helping us resolve this, Thank you we greatly appreciate it.

  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

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  EXCESSIVE CHARGES/INNACURATE READINGS/CHARGES. BEING TOLD TO TRUST THEM AND THAT $300 A MONTH IS NORMAL FOR NOTHING BUT MINOR VERY MINIMAL OVEN ***** AND PILOT LIGHT FOR WATER HEATER TANK. THE READINGS JUST KEEP GOING UP AND UP YET OUR HABITS HAVE NOT CHANGED, EITHER THEIR METER IS DAMAGED OR SYSTEM IS REPORTING INCORRECTLY BUT THE ***** IS WAY OFF AND WE SHOULD NOT HAVE TO PAY FOR ESTIMATES OR IMPROPER READINGS.

  

  Business response

  03/16/2022

  03/04/2022 17:05:29 EST (HRCRAMER)
  CUSTOMER INFORMATION
  *****************************
  Account #: 2182
  5946 *************** ******** ** 48185-7677
  Dates of Service: 04/01/2021-Present
  Email Address: ****************** **********************************
  CUSTOMER CONTACT SUMMARY
  03/04/2022: I called *********************** at ************ at 5:05 PM and left a
  voicemail referencing the inquiry and requesting that he contact me back
  to address his concerns.
  03/08/2022 15:48:57 EST (HRCRAMER)
  RELEVANT ACCOUNT INFORMATION
  03/04/2022: ***************************** contacted our **************** department
  requesting a manual meter read. The read taken was "****," compared to the
  read from 03/01/2022 of "9685."
  WINTER USAGE COMPARISON
  - ********************** account wasn't active until 04/01/2021, so
  some of this usage is historical.
  BILLING CYCLE USE
  11/01/2016-12/02/2016 9.5 Mcf
  12/03/2016-01/05/2017 **** Mcf
  01/06/2017-02/03/2017 **** Mcf
  02/04/2017-03/03/2017 **** Mcf
  11/02/2017-12/02/2017 **** Mcf
  12/03/2017-01/05/2018 **** Mcf
  01/06/2018-02/02/2018 **** Mcf
  02/03/2018-03/05/2018 **** Mcf
  11/01/2018-12/01/2018 **** Mcf
  12/02/2018-12/28/2018 **** Mcf
  12/29/2018-01/29/2019 **** Mcf
  01/30/2019-02/28/2019 **** Mcf
  10/30/2019-11/25/2019 9.5 Mcf
  11/26/2019-12/26/2019 **** Mcf
  12/27/2019-01/24/2020 **** Mcf
  01/25/2020-02/25/2020 **** Mcf
  10/24/2020-11/24/2020 7.6 Mcf
  11/25/2020-12/29/2020 **** Mcf
  12/30/2020-01/27/2021 **** Mcf
  01/28/2021-02/23/2021 **** Mcf
  10/28/2021-11/29/2021 9.0 Mcf
  11/30/2021-12/28/2021 9.2 Mcf
  12/29/2021-01/28/2022 **** Mcf
  01/29/2022-03/01/2022 **** Mcf
  CUSTOMER CONTACT SUMMARY (CONTINUED)
  03/08/2022: I called *********************** at ************ at 4:04 PM and left a
  voicemail referencing the inquiry and requesting that he contact me back
  to address his concerns.
  03/11/2022 16:55:44 EST (HRCRAMER)
  03/11/2022: Since I've been unable to reach *********************** by phone, I sent
  the following email for closure:
  "Good afternoon, Mr. and ******************.
  This email is in response to an inquiry that was filed with the Eastern
  Better Business Bureau regarding the account at **********************************************. I
  understand that you had some concerns about your recent gas bills.
  I was able to look into your concerns and found that the gas usage during
  the November-March billing cycles has averaged (in the past) between 10-18
  Mcf per month. This means that your last two bills at **** and **** Mcf
  are within the potential for this home. Factors that can impact your usage
  include: the age and efficiency level of appliances, how many gas
  appliances you have in your home, what your water heater temperature and
  gas furnace thermostat are set at, the temperatures outside and how well
  insulated your home is, etc.
  Additionally, due to the impact of the ******19 pandemic on the supply
  chain and the delayed effects from that, we are currently in a period
  where our natural gas rates are the highest they#ve been in the last 18
  months. You can view more about our cost for natural gas here:
  https://www.consumersenergy.com/residential/rates/gas-rates/gas-charges
  -explained.
  I was unable to reach ****************** by phone, but I hope this information
  addresses 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.
  My contact information is listed below.
  With regards,
  *************************
  CONSUMERS ENERGY
  Executive Customer Advocate
  She/Her/Hers
  OFFICE: ************"
  SUMMARY OF RESOLUTION
  1. HIGH **** INVESTIGATION: The usage is within the potential
  for the home based on the historical winter usage.
  2. ADDRESS IF METER READS ARE ACCURATE: All meter reads since
  ********************** account has been active have been actual.
  3. ADDRESS IF METER IS WORKING ACCURATELY: No damage was
  identified and a manual read was taken per customer request on 03/04/2022,
  which aligned with the read from 03/01/2022.
  4. PAYMENT PLAN/ASSISTANCE OPTIONS: The customer just became
  past due and did not request and payment arrangements or payment plans.
  COMPLAINT CLOSED: 03/11/2022
  
  

• Initial Complaint

  02/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I just moved to ******** end of October. My power bills Have gone from $386 to $502 to $593 my first 3 months here. I have a modest **** sq ft ranch home. Its an absolute shame that Consumers Energy charges this much for power. Its nearly what my mortgage payment is on my home!!!! Absolutely mind blowing. Ive owned homes in other states for countless years and Ive never seen anything like this! Its highway robbery and shouldnt be allowed to happen. Another thing that shouldnt be allowed to happen is for this criminal company to have an A+ rating with your organization....how much do they have to pay you to keep this rating?

  

  Business response

  03/07/2022

  03/03/2022 16:20:45 EST (HRCRAMER)
  CUSTOMER INFORMATION
  ***************************
  Account #:***********
  **** ******************************* ** 48623-9528
  Dates of Service: 09/16/2021-Present
  Email Address: ****************
  RELEVANT ACCOUNT INFORMATION
  03/03/2022: I pinged the electric meter to ensure it's communicating
  correctly and it passed this check.
  - I took a remote read of "*****," meaning there's been 1064
  kWh used in 24 days (last meter read: 02/07/2022), or about 44 kWh per
  day.
  - *** electric meter was installed and active as of 02/16/2017
  and tested prior to its installation on 11/07/2016 at ******%.
  USAGE COMPARISON
  - ****************** account has only been active since 09/16/2021,
  so some of this usage is historical.
  BILLING CYCLE ELECTRIC GAS
  10/04/2019-11/03/2019 0 kWh 6.6 Mcf
  11/04/2019-12/03/2019 29 kWh **** Mcf
  12/04/2019-01/03/2020 783 kWh **** Mcf
  01/04/2020-01/30/2020 753 kWh 9.6 Mcf
  01/31/2020-03/02/2020 710 kWh **** Mcf
  03/03/2020-03/31/2020 **** kWh 9.1 Mcf
  04/01/2020-04/30/2020 **** kWh 5.9 Mcf
  05/01/2020-06/01/2020 **** kWh 0.2 Mcf
  06/02/2020-07/01/2020 **** kWh 0.0 Mcf
  07/02/2020-08/02/2020 **** kWh 0.0 Mcf
  08/03/2020-09/01/2020 **** kWh 0.0 Mcf
  09/02/2020-10/01/2020 429 kWh 3.9 Mcf
  10/02/2020-10/31/2020 331 kWh 7.9 Mcf
  11/01/2020-12/02/2020 606 kWh **** Mcf
  12/03/2020-01/04/2021 **** kWh **** Mcf
  01/05/2021-02/01/2021 331 kWh **** Mcf
  02/02/2021-03/02/2021 404 kWh **** Mcf
  10/08/2021-11/08/2021 298 kWh 8.2 Mcf
  11/09/2021-12/08/2021 618 kWh **** Mcf
  12/09/2021-01/09/2022 **** kWh **** Mcf
  01/10/2022-02/07/2022 **** kWh **** Mcf
  CUSTOMER CONTACT SUMMARY
  03/01/2022: I called ********************* at ************ at 5:20 PM and left a
  voicemail referencing the inquiry and requesting that he contact me back
  to address his concerns.
  03/03/2022: I called ********************* at ************ at 4:35 PM and left av
  voicemail referencing the inquiry and requesting that he contact me back
  to address his concerns.
  03/04/2022 14:57:49 EST (HRCRAMER)
  03/04/2022: Sent the following email as closure:
  "Good afternoon, Mr. and ****************.
  This email is in response to your inquiry with the Eastern Better Business
  Bureau regarding the account at *******************************************************. I understand
  that you had some concerns about the energy usage.
  I was able to look into your concerns and confirmed that this home has the
  potential to use between 1000-2000 kWh of electricity and ***** Mcf of gas
  on average, depending on the time of year. While your gas usage for the
  last three billing cycles is higher than the average, this is not uncommon
  for this time of year, and keep in mind that lifestyle differences (along
  with age and efficiency of appliances) can impact the amount of energy
  used. Additionally, our gas rates have been at their highest point of the
  past 18 months over the last 3-4 billing cycles, in part due to the impact
  of the ******19 pandemic on the supply chain. You can see more information
  on the breakdown of our gas rates here:
  https://www.consumersenergy.com/residential/rates/gas-rates/gas-charg
  es-explained.
  You can view your daily electric and gas usage by logging into your
  profile on our website and viewing the Energy Dashboard, which breaks down
  the usage, costs, and can provide you with additional information about
  your consumption patterns.
  Additionally, I found that the gas meter was installed and active as of
  July 9th 2014 and tested prior to its installation at ******%. ***
  electric meter was installed and active as of February 16th 2017 and
  tested prior to its installation on November 7th 2016 at ******%. ***se
  are within the ******** *************************** standard for accuracy
  of 98-102% and are both considered accurate meters in good, working
  condition.
  If you have any additional questions, please feel free to call or send me
  an email. I would be happy to further assist you. My contact information
  is listed below.
  With regards,
  *************************
  CONSUMERS ENERGY
  Executive Customer Advocate
  She/Her/Hers
  OFFICE: ************"
  SUMMARY OF RESOLUTION
  1. HIGH **** INVESTIGATION: While the gas usage is higher than
  the potential for this home, it is not uncommon for a home of this size
  during this time of year, depending on the lifestyle and appliances Mr.
  and **************** have. *** electric usage is within the potential.
  2. CONSUMPTION COMPARISON: This is included in the RELEVANT
  ACCOUNT INFORMATION section of the log and is addressed above. *** Brownes
  have only had service since September 2021.
  3. ASSISTANCE/PAYMENT PLAN OPTIONS: *** account is currently
  paid in full with no outstanding balance.
  COMPLAINT CLOSED: 03/04/2022

• Initial Complaint

  02/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Consumers energy shut off protection programs are made to put u in the hole. My **** was maybe 200 when I got on it. I missed a couple payments. Like everyone else it's hard out here. But when I got kicked off the plan. My **** was 600 dollars. Now I have to pay all this money up front. The customer service agent that help me sign up for it. Did not go into detail about this plan. I would have never signed up for this plan. I'm a single person. My heat never go pass 64 and my ******************* a million dollars. If u can play your **** just pay it. Don't let them sucker u into this plan. Because in the long run u get ******

  

  Business response

  02/28/2022

  02/25/2022 14:02:08 EST (HRCRAMER)
  CUSTOMER INFORMATION
  *********************
  Account #: 1616
  ***** ************ ******** ** 48237-2785
  Dates of Service: 09/17/2019-Present
  Email Address: **********************
  RELEVANT ACCOUNT INFORMATION
  - No payments were made before January 2020.
  DATE AMOUNT METHOD
  01/31/2020 $30.00 Paymentus
  03/13/2020 $124.00 Paymentus
  03/26/2020 $62.00 Paymentus
  04/13/2020 $96.00 Paymentus
  05/14/2020 $96.00 Paymentus
  05/28/2020 $61.92 Paymentus
  06/24/2020 $96.00 Paymentus
  07/28/2020 $161.43 Paymentus
  01/08/2021 $20.00 Paymentus
  02/26/2021 $80.00 Paymentus
  03/29/2021 $30.00 Paymentus
  04/22/2021 $55.00 Paymentus
  06/01/2021 $55.00 Paymentus
  06/14/2021 $55.00 Paymentus
  07/30/2021 $55.00 Paymentus
  09/08/2021 $69.00 Paymentus
  10/15/2021 $100.00 Paymentus
  11/20/2021 $66.00 Paymentus
  01/13/2022 $100.00 Paymentus
  01/29/2022 $66.00 Paymentus
  02/10/2022 $302.73 Paymentus
  02/23/2022 $49.84 Paymentus
  24-MONTH BILLING HISTORY
  BILLING CYCLE USE CHARGES DUE
  TOTAL BALANCE
  02/22/2020-03/23/2020 8.3 Mcf $67.27 $96.00
  $450.94
  03/24/2020-04/21/2020 4.9 Mcf $43.48 $96.00
  $336.42
  04/22/2020-05/20/2020 3.4 Mcf $34.11 $96.00
  $274.53
  05/21/2020-06/19/2020 1.7 Mcf $23.56 $96.00
  $140.17
  06/20/2020-07/22/2020 1.4 Mcf $21.26 $96.00
  $161.43
  07/23/2020-08/20/2020 1.2 Mcf $19.90 $19.90
  $19.90
  08/21/2020-09/22/2020 1.2 Mcf $20.03 $40.31

  $40.31
  09/23/2020-10/22/2020 2.4 Mcf $29.85 $70.93
  $70.93
  10/23/2020-11/20/2020 5.2 Mcf $49.82 $121.70
  $121.70
  11/21/2020-12/21/2020 9.5 Mcf $80.28 $204.67
  $204.67
  12/22/2020-01/22/2021 **** Mcf $117.66 $55.00 $302.33
  01/23/2021-02/19/2021 **** Mcf $129.08 $55.00 $431.41
  02/20/2021-03/22/2021 8.6 Mcf $88.66 $55.00
  $440.07
  03/23/2021-04/22/2021 4.0 Mcf $48.26 $55.00
  $403.33
  04/23/2021-05/20/2021 2.7 Mcf $36.74 $55.00
  $440.07
  05/21/2021-06/21/2021 1.4 Mcf $25.41 $55.00
  $355.48
  06/22/2021-07/21/2021 1.1 Mcf $22.58 $55.00
  $378.06
  07/22/2021-08/19/2021 1.0 Mcf $21.88 $114.97
  $404.91
  08/20/2021-09/21/2021 1.2 Mcf $23.65 $125.97
  $419.53
  09/22/2021-10/20/2021 1.5 Mcf $26.28 $125.97
  $405.78
  10/21/2021-11/19/2021 5.5 Mcf $61.43 $125.97
  $461.18
  11/20/2021-12/22/2021 **** Mcf $84.84 $150.85 $630.87
  12/23/2021-01/20/2022 **** Mcf $97.12 $76.00 $637.99
  01/21/2022-02/17/2022 **** Mcf $125.16 $344.58 $344.58
  CUSTOMER CONTACT SUMMARY
  02/25/2022: I called ****** **** at ************ at 11:38 AM and we spoke
  about her concerns. She stated that she was not filing a complaint that
  needed to be addressed by Consumers Energy but rather wanted to "warn the
  public" through the Better Business Bureau about our payment programs.
  I thanked ************ for the clarification and explained that because so
  much time had passed since her enrollment, I was unable to pull the call
  to verify if the **************** representative appropriately advised her
  of the conditions of the program. I confirmed that she was set up on an
  installment plan for the remaining past due and confirmed her current
  account balance with her. I offered to email her an itemized statement of
  her account history, which she accepted.at she'd like to
  address and she stated that she didn't. She was satisfied with the
  resolution and we ended our conversation.
  - Sent the following email:
  "Good afternoon, ************.
  This email is a follow-up to our conversation regarding the inquiry that
  was filed with the Eastern Better Business Bureau regarding the account at
  21451 ************ Oak **** I understand you had some feedback to provide
  regarding the Shut-Off Protection Plan.
  Due to the amount of time that#s passed, I was unable to pull the call
  from September 8th 2021 to verify what information the ****************
  representative provided to you regarding the enrollment into the program.
  We always require representatives to educate our customers on any type of
  payment arrangement or program so that they#re set up for success. I#m
  sorry that this wasn#t the case for you.
  As mentioned, I#ve included an itemized statement in this email that shows
  the entire usage, billing and payment history of your account that you can
  use to compare what you were paying on the Shut-Off Protection Plan versus
  your actual usage. As a reminder, your first payment on the installment
  plan was due yesterday # you#ll want to have that paid by Monday in order
  to keep the arrangements current.
  If you have any additional questions, please feel free to call or send me
  an email. I would be happy to further assist you. My contact information
  is listed below.
  With regards,
  *************************
  CONSUMERS ENERGY
  Executive Customer Advocate
  She/Her/Hers
  OFFICE: ************"
  - Sent a follow-up email:
  "Good afternoon, ************.
  An update to my last email # upon looking over the account again, I
  realized that your payment on February 23rd of $49.84 was meant for your
  installment plan, however, due to how this arrangement was set up via the
  automated phone system, it left some of the past due balance owing, which
  is what the payment applied to. In order to set you up for success, I
  removed that arrangement and set up a new installment plan on the total
  account balance, including the March **** # that way you don#t have to
  make a separate payment towards your current bills until the April one
  comes out. Keep in mind # installment plans are only set up on the balance
  you owe at this time, so any future bills that haven#t been generated yet
  must also be paid in full by their respective due dates (i.e., your April
  **** will be due between the *****th of the month and will need to be paid
  in addition to your installment plan payments due on April 8th and April
  22nd).
  I#ve included a screenshot of the new payments and due dates below, and
  you can also view this on your Consumers Energy profile on our website.
  If you have any questions, please feel free to call or send me an email.
  With regards,
  *************************
  CONSUMERS ENERGY
  Executive Customer Advocate
  She/Her/Hers
  OFFICE: ************"
  
  An update to my last email # upon looking over the account again, I
  realized that your payment on February 23rd of $49.84 was meant for your
  installment plan, however, due to how this arrangement was set up via the
  automated phone system, it left some of the past due balance owing, which
  is what the payment applied to. In order to set you up for success, I
  removed that arrangement and set up a new installment plan on the total
  account balance, including the March **** # that way you don#t have to
  make a separate payment towards your current bills until the April one
  comes out. Keep in mind # installment plans are only set up on the balance
  you owe at this time, so any future bills that haven#t been generated yet
  must also be paid in full by their respective due dates (i.e., your April
  **** will be due between the *****th of the month and will need to be paid
  in addition to your installment plan payments due on April 8th and April
  22nd).
  I#ve included a screenshot of the new payments and due dates below, and
  you can also view this on your Consumers Energy profile on our website.
  If you have any questions, please feel free to call or send me an email.
  With regards,
  *************************
  CONSUMERS ENERGY
  Executive Customer Advocate
  She/Her/Hers
  OFFICE: ************"

  SUMMARY OF RESOLUTION
  1. ADDRESS SHUT-OFF PROTECTION PLAN: ************ has been on SPP
  twice in the last 12 months and most recently defaulted on 02/07/2022.
  2. ADDRESS AMOUNT BILLED/OWED: While I'm unable to pull the
  phone call from 09/08/2021 for her most recent SPP enrollment, a
  confirmation letter explaining the program was sent to ************ on
  09/09/2021 after her down payment was posted. Every month, the **** shows
  the actual energy charges and account balance versus what is due for the
  program.
  3. ADDRESS ASSISTANCE/PAYMENT PLAN: ************ was already
  enrolled in an installment plan when I called that she'd set up herself
  via the automated phone system. PLEASE NOTE: ************ stated she had not
  intended on filing a complaint with the BBB against Consumers Energy but
  just wanted to "make people aware" about her opinions on our payment
  programs. I adjusted her installment plan in order to include her current
  **** and set her up for success.
  COMPLAINT CLOSED: 02/25/2022
  

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From: ********************************* <*********************>Sent: Monday, January 24, 2022 9:21 AM To: PO Box: CS Landlord Portal Enrollment <************************************************>Subject: Landlord Portal InquiryI am inquiring about being able to pay multiple accounts and have fused with this for years with your company. I pay 7 different electric bills and am tired of taking the time to do them one at a time. If we can do something to make it easier it would be helpful in timely payment. Maybe I would not have so much hatred to see the name of this company or should I say monopoly. I tried to talk to someone on the phone a year ago and it was a loss. Five of these accounts are irrigation ***** and are only used in the summer. The rep I talked to did not even understand what I was talking about. AGRICULTURE! Come on do not understand!Please help me not feel so much hatred towards this company.Thank You,********************************* It has been 30 days and nothing has happened!Consumers Energy Is a MONOPOLY! Does not care about you!

  

  Business response

  03/03/2022

  CUSTOMER INFORMATION
  *********************************
  ACCOUNT #: ***********
  ***************** ********** ** 49029-9757
  Dates of Service: 05/11/2019 - Present
  Email: *********************
  CUSTOMER CONTACT SUMMARY
  02/25/2022 | 9:34 AM
  - I contacted ********************** on 02/25/2022 at ************ to discuss the
  payment concerns he submitted to the Better Business Bureau ("BBB") and
  reached his voicemail. I left a message with my contact information and
  asked him to call me to discuss this more.
  03/03/2022 07:26:34 EST (JCJOHNSO)
  03/01/2022 | 4:29 PM
  - Having not heard back, I contacted ********************** by phone on 03/01/2022
  to discuss his payment concerns and reached his voicemail again. I left
  another message with my contact information and advised that I would send
  him an email with additional details regarding his concern.
  03/01/2022 | 5:21 PM
  - I sent the following email to ********************** *********************** on
  03/01/2022:
  **********
  Hi **********************,
  I#m following up on the payment concern you submitted to the ************************** I attempted to reach you by phone to discuss this more,
  but was unable to make contact and wanted to send this email to ensure you
  had my contact information and the details regarding your feedback.
  I understand how making payments on multiple accounts as a landlord can be
  time-consuming. Energy bills are based on usage for a single meter or a
  combination service, which includes a single electric meter and single gas
  meter. At this time, we#re unable to combine multiple accounts for
  purposes of payment and a single payment will need to be made for each
  active account in your name. With that said, I#ve provided your feedback
  to our Landlord and Small Business team to consider for any future
  enhancements.
  Although we can#t combine the billed charges so you can make a single
  payment, we do have an automatic payment option that would save you a
  significant amount of time compared to manually paying each ****. You can
  enroll one, some, or all of your accounts into automatic payments, which
  will pull the required payment from the account you specify on the due
  date. If you#re interested in setting that up, you can enroll in automatic
  payments via your online account at www.consumersenergy.com.
  I hope this information is helpful and please let me know if there are
  other questions.
  **********
  SUMMARY OF RESOLUTION
  1. Address multiple accounts put on one ****
  - Accounts are tied to individual meters serving a premise, which is what
  the **** is based on, so the accounts cannot be combined in order for the
  customer to make a single payment.
  - ********************** does offer an automatic payment option that customers
  can enroll in. This will automatically deduct the payment from the
  customer's preferred account on the respective due date, eliminating the
  need for the customer to manually pay each **** every month.
  - I've also submitted his feedback that he'd like to have a single payment
  dispersed to his individual accounts as a 'Voice of Customer' request for
  any future enhancements.
  Customer concerns have been addressed.
  Complaint closed 03/01/2022

*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. ↩