ComplaintsforConsumers Energy

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received my consumers energy **** and it is $130 more than last month. I know it would be more since we have been using our furnace but the **** indicates it is the electricity portion is why it's so much more. I've called twice and talked to two different people and told them it has to be something on their end and they told me it's not. I've asked if someone can come check the meter on my house and they tell me there's nothing wrong with the meter and it's something in my house drawing electricity a few days out of the month. We haven't done anything different in past months to use more electricity so this is clearly something on their end.

  

  Business response

  12/30/2021

  12/23/2021 09:45:** EST (JCJOHNSO)
  CUSTOMER INFORMATION
  *******************************
  ACCOUNT #: *************
  ******************************************************************
  Dates of Service: 03/22/2007 - Present
  Email: ************************
  RELEVANT ACCOUNT INFORMATION
  12 ************** Consumption Information
  Billing Period Consumption
  12/01/2020 - 01/01/2021 543 kWh
  01/02/2021 - 01/28/2021 524 kWh
  01/29/2021 - 02/28/2021 603 kWh
  03/01/2021 - 03/29/2021 441 kWh
  03/30/2021 - 04/28/2021 444 kWh
  04/29/2021 - 05/27/2021 417 kWh
  05/28/2021 - 06/28/2021 598 kWh
  06/29/2021 - 07/28/2021 673 kWh
  07/29/2021 - 08/26/2021 609 kWh
  08/27/2021 - 09/27/2021 523 kWh
  09/28/2021 - 10/27/2021 455 kWh
  10/28/2021 - **/29/2021 872 kWh
  - This customer has been billed based on actual meter reads and the
  current meter has been installed since 02/09/2017. It was verified
  accurate at ******% before going into the field.
  - In reviewing the energy use details, there are several days that see
  significantly increased electric use throughout the day and even during
  the overnight hours. It's possible that electric heating equipment was
  being used during that time. These increases often come during weekend,
  but it also occurred during the Thanksgiving holiday as well.
  - Although the electric use in November was higher than it typically is,
  there does not appear to be an issue with our equipment at this home.
  CUSTOMER CONTACT SUMMARY
  12/23/2021 | 10:00 AM
  - I contacted **************** on 12/23/2021 at ************ to discuss the
  billing concerns she submitted to the Better Business Bureau and reached
  her voicemail. I left a message with my contact information and asked her
  to call me when she's available to discuss this more.
  12/28/2021 15:07:34 EST (JCJOHNSO)
  12/28/2021 | 3:27 PM
  - Having not heard back, I sent the following email to ****************
  (************************) on 12/28/2021 to address her concerns:
  **********
  Hi ****************,
  I#m following up on the billing concerns you submitted to the ************************* regarding the recent electric use you#ve been billed for
  at your home, located at *****************************************************. I attempted to reach
  you by phone to discuss this more, but had to leave a voicemail. I#ve had
  a chance to review the account further, so I wanted to follow-up via email
  to ensure you have these details.
  I understand that you#re concerned about the current **** from 10/28/2021
  # **/29/2021, specifically the increased electric use from 455 kWh during
  the prior month to 873 kWh. I certainly understand your concern and
  verified that this level of electric use is unusual at your home. I#ve
  confirmed that we#ve been able to obtain actual meter reads and the
  current meter, which has only been installed since 02/09/2017, was
  verified accurate at ******% prior to going into the field. Based on this,
  it#s unlikely a problem with our equipment is causing this issue.
  I#ve reviewed the energy use details, which are available to you if you
  log into your account at www.consumersenergy.com, and found that there was
  a significant reduction in electric use on **/26/2021 after about 12:00
  PM. Since then, there has been much lower electric use at the home and
  electric charges on your next **** are trending to about $75.00 (compared
  to $156.25 on your current ****). Average electric use since **/30/2021 is
  14 kWh/day compared to 26 kWh/day on your most recent ****, which is
  roughly a 46% reduction. If you were using supplemental heaters or if
  there was a malfunctioning appliance or device that was fixed/removed,
  that may have been the cause of the additional electric use.
  I can certainly help with setting up a payment arrangement on the account
  if needed, so please let me know if you need further assistance.
  **********
  1. Address high ****/**** increase
  - The customer's electric use did increase at the end of October 2021 and
  continued through the month of ********* Electric use decreased on
  **/26/2021 and usage has been significantly reduced since.
  - There have been no changes on Consumers Energy's end that would impact
  the customer's electric use.
  2. Consumption comparison history
  - The amount of electricity used from 10/28/2021 - **/29/2021 is unusual
  for this home, but electric use has lowered without any action taken by
  Consumers Energy.
  3. Address if meter needs to be checked
  - There is no indication that there is a problem with our metering
  equipment. We've been able to obtain regular, actual meter reads and the
  meter was verified accurate before it was installed on 02/09/2017.
  4. Arrangements/Assistance options, if needed
  - The customer has the option to set up a payment arrangement if needed
  and I've asked her to contact me if she would like assistance with setting
  it up on the account.
  Customer concerns have been addressed.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/1/2021 consumers energy took my meter do to the wall needing repaired and the mast to the meter was leaking so it was arching well yhe repairs were made the leak has been sealed but it is now 12/20/2021 and they still refuse to bring a meter out to my house! They are telling me it needs inspected before they will do it! They say they cant "reconnect" it even tho they never unhooked it from the pole they just pulled my meter! Now i have done the repairs while it was connected to the pole because they basically refused to come unhook it no wonder why people remove their tags and do things on their own

  

  Business response

  12/30/2021

  CUSTOMER INFORMATION
  *****************************
  Account #: ************
  *** S Nellsville ********************* Lake MI 48629-9082
  Dates of Service: 08/07/2019-Present
  Email Address: **************************
  CUSTOMER CONTACT SUMMARY
  12/21/2021: I called ***************************** at ************ at 4:38 PM and was
  unable to leave a message as the voicemail was not set up.
  - Sent the following email as first contact:
  "Good afternoon, ************************.
  This email is in response to your complaint with the Eastern ************************ regarding the account at ************************************************* Lake.
  I understand that you had some concerns about the inspection requirements
  for reinstalling an electric meter.
  I#ve forwarded your inquiry to our Electric ********************* and a
  representative will reach out to you to further discuss your concerns.
  With regards,
  *************************
  CONSUMERS ENERGY
  Executive Customer Advocate
  She/Her/Hers
  OFFICE: ************"
  - Sent email to Electric Operations Complaints requesting that
  they assign this inquiry and have the customer contacted to resolve their
  concerns.
  12/28/2021 14:56:52 EST (HRCRAMER)
  12/27/2021: Received the following details from ***********************, an Electric
  Field Leader, for closure:
  "I called the electrical inspector ***** at 9:20 AM. I asked if he had
  been out to the site to perform an inspection. He said he had and that
  there were multiple issues going on with the current installation (see
  list below). He also made a point to tell me that the customer was very
  aggressive and vulgar and to be prepared when or if I go to the residence.
  o Wires in mast need to be replaced
  o Wires to panel need to be replaced
  o Wire running to hot water heater needs to be properly
  installed
  o Proper ground/ground wire needs to be installed
  - Based on the conversation with the inspector and the notes in the
  account I called ******************* to assist with the visit to the residence. He
  stopped at the state police post and spoke with the sergeant regarding our
  visit. He said he can#t be involved until he threatens us so when or if
  that happens he would then take action and intervene.
  - Around 10:45 AM we arrived at the residence and knocked on the door. The
  customer answered the door and we introduced ourselves and he asked why we
  haven#t fixed his meter base & entrance, along with his opinions and
  expletives. I let him finish his thoughts and I then attempted to address
  his questions and after me saying #the reason for us requiring and
  inspection# he slammed the door in my face. **** & I went to his meter
  base to investigate and to document what we found. (see attached
  pictures). **** was reinstalling the glass over the socket when the
  customer opened up the window and said he had talked to an executive and
  they said it was our problem to fix. He asked us why we weren#t fixing it
  and I started to say #the meter was pulled# and he went on for a while
  sharing his thoughts and when he had asked more questions I again tried to
  address them but was not able to do so. He then said I am calling someone
  and shut the window in our face and screamed through the window to get off
  his property and we obliged his wishes and left."
  - Received a message via Teams from *************************, a Customer
  Service representative in our ******* contact center, that ************************
  had called in and was demanding that we stay off his property.
  - Sent the following email as closure:
  "Good afternoon, ************************.
  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 meter removal and
  inspection requirements.
  To address your concerns about the Consumers Energy employees, Phil ************ who visited your property today # this was our attempt to meet you
  in person, rather than call you by phone, to discuss the details of your
  complaint, address your concerns, and provide you with information or
  resources that *** be available to you. Since you demanded that they leave
  your property and not return, we abided this request and made the
  determination that no additional phone call would be attempted.
  As discussed previously, your electric meter was removed for safety
  reasons due to an arcing meter socket on December 2nd 2021. Per our
  company practices and in alignment with the Nation Electrical Code, we
  cannot safely reinstall your meter until the necessary repairs are made,
  as identified by your inspector. Once these repairs are completed and a
  passed inspection is called in, we can return to the property and
  reconnect electric service and restore your account. According to
  information we received from the inspector, the following repairs are
  needed:
  Wires in mast need to be replaced.
  Wires in customer-owned panel need to be replaced.
  Wire running to hot water heater needs to be properly
  installed.
  Proper ground wire needs to be installed.
  Again, we cannot safely reinstall the meter until the customer-owned
  equipment is repaired and an inspection is passed. You can contact First
  Call for Help by dialing 2-1-1 on your phone to see if any agencies in
  your county have funding or resources available to assist you with getting
  these repairs done.
  With regards.
  *************************
  CONSUMERS ENERGY
  Executive Customer Advocate
  She/Her/Hers
  OFFICE: ************"
  SUMMARY OF RESOLUTION
  1. ADDRESS CONCERNS ABOUT INSPECTION REQUIREMENT/WHAT'S NEEDED
  TO RECONNECT SERVICE HERE: In order for us to safely restore service to
  **************************** home, repairs need to be completed on his customer-owned
  equipment and inspected to ensure they meet code and the inspection
  passed. ************************ is also currently running a gas generator that is
  providing him with power.
  2. ADDRESS SAFETY CONCERNS: Due to an arcing meter that was
  reported by ************************, we arrived to his home on 12/02/2021 and
  removed his meter. He was advised of the repairs needed and of the
  inspection requirements that day.
  3. COMPLETION DATE: We will reinstall the meter once Mr.
  Bainbridge has his repairs completed and an inspection is completed and
  passed.
  COMPLAINT CLOSED: 12/27/2021
  ________________________________________________________________________

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We opened a new service after purchasing a trailer as a vacation home in pleasant lake resort. This is a second home as we live south of detroit. An appointment was set for electricity to be turned on with a meter installed on 12/9. Another appointment was made for gas to be turned on, on 12/11. We drove several hours to discover the electricity had not been turned on so the gas appointment had to be cancelled. We were told that due to storms all elective appointments were cancelled. We were not notified of a cancellation. An appointment was then made for 12/14 for electric and gas to be turned on. My husband took the day off of work and again drove several hours to be there. The electric appointment never showed up. After a lengthy phone call no one at consumers could give an explanation as to why no one showed up to turn on the electricity. This has resulted in lost wages, waste of gas to drive several hours each way, time and delayed remodeling.

  

  Business response

  12/22/2021

  CUSTOMER INFORMATION:
  

  *******************************
  Account # *************
  ***********************************************************************
  Dates of service: 12/08/21 - present.
  Email address: ********************** (on the account),
  ********************* (provided to the BBB)
  12/15/2021 11:06:38 EST (JAGATES)
  THIS HAS BEEN ASSIGNED TO SCHEDULING CONTACT & CC'D ***************************** FOR
  RESOLUTION.
  12/21/2021 09:59:40 EST (JAGATES)
  CUSTOMER CONTACT SUMMARY:
  12/15/21: 11:13 AM - I called ********** and got voicemail. I left a
  message indicating that the concern has been received and forwarded to the
  responsible management team for resolution.
  12/15/21: $100.00 **** credit applied to the customer's account.
  12/20/21: Customer contacted by scheduling to advise that the work would
  be completed the following day, 12/21/21.
  RELEVENT ACCOUNT INFORMATION:
  - Note of issues prior to job being released to scheduling: There is a
  Relocate Service Underground order with a meter set for a Crew to do work
  at the address, process started on 11/02/21 requested by the park
  electrician. This customer should#ve been referred to the ** & team lead
  Tomi ********************* regarding what needed to be done and the timeline. The
  customer called the call center & they wrote a reinstall meter order in
  error. CI should#ve referred the customer to the **. The customer also
  should#ve been informed by the park that they were in the process of
  relocating the pedestal when signing papers with a new owner. Tomi Jo
  reached out to short cycle incorrectly for a pull ahead request, Stefnie
  ******* referred her to Long Cycle but they were engaged in storm.
  11/24/21- Job was released to long cycle scheduling
  12/03/2021- Called contact in contact tab to inform of site check
  scheduled and contact Tab ***** stated he was not the contact person for
  this job and would not take message. No other contact was listed for job.
  12/09/2021- Tried calling contact again to inform of work being scheduled
  and Tab ***** stated that they do not need to be on site for work to be
  done. Work scheduler *************************** informed him of scheduled date on
  12/13/2021.
  12/13/2021- Engaged in storm- due to activation of roles and trying secure
  coverage it appears that there was not a call made on 12/13 to inform Tab
  of storm activity and that crews would not be on site that day.
  12/21/2021- With uncertainty of numerous storm engagements in previous
  week, there was not the ability to make a secure schedule until this week
  of 12/20. This job is now scheduled for 12/21 for work to get complete.
  SUMMARY OF RESOLUTION:
  - CAUSE OF DELAYS: Storm restoration.
  - WHY WAS THE CUSTOMER NOT CALLED WHEN WE COULD NOT MEET OUR COMMITMENTS:
  Activation of storm roles on 12/13, had to quickly arrange coverage for HQ
  and for schedulers. This job got missed in getting calls during that
  transition.
  - WHEN WILL THE ELECTRIC METER BE SET AND TURNED ON: 12/21/21
  COMPLAINT CLOSED 12/20/21
  FOLLOW UP:
  12/21/21: 10:08 AM - I called ********** and got voicemail. I left a
  message with my contact information, indicating that I was following up to
  ensure that all concerns were addressed. I reiterated that the service was
  scheduled to be turned on today when the meter was installed. I asked that
  he call me with any additional questions.

• Initial Complaint

  11/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Continual interruption of services do to the lack of maintenance of right-of-way. This leads to trees constantly knocking down power lines. *************** of ***************************************************************** the area. I have lost service on, 12/28/20, 6/3/21, 6/24/21, 8/10/21, 9/13/21, and now again on 11/21/21. These outages are usually 1 to 2 days in length. The frequency is getting worse. I am going to have to spend significant cash to get a whole house generator just because consumers is so unreliable. Something needs to be done to fix this problem. Consumers energy seems to have no method to talk to them. And then yo top that off, I lose power for 2 days, I keep a portable generator running, and my **** does not reflect any power usage decline?

  

  Business response

  11/29/2021

  11/29/2021 12:51:06 EST (JCJOHNSO)
  CUSTOMER INFORMATION
  ***********************
  Account #: 9338
  433 ************************ **************************
  Dates of Service: December of 1989-Present
  Email Address: ********************
  CUSTOMER CONTACT SUMMARY
  11/22/2021: I called *********************** at ************ at 1:20 PM and left a
  voicemail referencing the inquiry and informing him that I've forwarded it
  to our ****************************** and a representative would reach out
  to him to further discuss his concerns.
  - Sent email to Grid Infrastructure Complaints requesting that
  they assign this inquiry and have the customer contacted to resolve their
  concerns.
  RELEVANT BACKGROUND INFORMATION
  12 Month Outage History
  Date Duration Cause
  12/12/2020 2h 3m Trees
  12/28/2020 1h 8m Car/Pole Accident
  06/03/2021 1h 20m Public Tree Trimming
  06/24/2021 3h 24m Trees
  08/10/2021 1d 18h 59m Trees (Catastrophic)
  09/13/2021 1h 45m Weather
  11/21/2021 10h 13m Trees
  - The customer has been impacted by 7 outages in the last 12 months and
  does not meet the requirement for a repetitive outage credit (at least 8
  outages in the last months).
  CUSTOMER CONTACT SUMMARY
  11/23/2021 | ******** PM
  - *************************, engineer in our Low-Voltage Distribution ("LVD") Planning
  department, contacted ****************** on 11/23/2021 to discuss his outage
  concerns further, but reached his voicemail. She left a message with her
  contact information asking the customer to call back to discuss this more.
  11/29/2021 | 11:00ish AM
  - ****** contacted ****************** again on 11/29/2021 to discuss his
  concerns, but was unable to reach him.
  - Since we were unable to speak to the customer by phone, the following
  letter was sent to ****************** on 11/29/2021:
  **********
  ***********************
  433 ************************
  **********************
  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
  The outages impacting your home in the past 12 months were determined to
  mostly be due to weather, trees, and public damage. Some of these outages
  were on Major Event Days, or MED. Our crews worked diligently to restore
  power as quickly as possible.
  Outages are frustrating and we understand how inconvenient they are for
  you. I have gone out to inspect the circuit serving your home and have
  decided to request additional project work to address the reliability
  issues you've experienced. We will be replacing some old poles. A concept
  for this work has been created and submitted for approval. The timeline
  for this project is undetermined at this time, but we#re looking to
  complete the work in 2022.
  In the past 3 years we have done a 2 complete inspection of the equipment
  and lines serving your home. Any defects or imminent failures found were
  corrected to prevent them from causing issues or outages in the future.
  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 may be indicative of a larger issue with the system. Please
  notify Consumers Energy of these repetitive conditions to prevent a
  prolonged power outage in the future.
  It was mentioned in your initial inquiry that you had difficulty
  contacting Consumers Energy in the past. My apologies for this
  inconvenience, I personally have not received any previous correspondences
  from you. 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 may call our customer service
  department at **************. Thank you for your patience and
  understanding as we safely work to improve electric reliability in your
  area.
  *************************
  G Engineer II
  **********
  SUMMARY OF RESOLUTION
  1. Address Power Outages - 12 month history
  - There have been 7 outages impacting ****************** over the last 12 months,
  caused by a variety of issues. Trees and weather have been the primary
  causes of the outages.
  2. What are Consumers doing to mitigate these outages
  - A security inspection was completed in June 2021. No additional work was
  identified at that time.
  - A concept to replace poles in the area has been submitted for approval,
  which will further reinforce our electric system. If approved, the work
  will be completed by the end of 2022.
  3. Does customer qualify for outage credit/s?
  - The customer does not qualify for a repetitive outage credit (8 or more
  outages in the last 12 months) or a single outage credit (outage during
  over 16 hours in normal conditions or over 120 hours under catastrophic
  conditions)
  Customer concerns have been addressed.
  Complaint closed 11/29/2021
  QUALITY CHECK
  - With a letter being sent for closure, an additional quality check is not
  being made.
  
  

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been paying for the Consumers Protection plan for the last 3 yrs that I have owned my home. My furnace was part of the protection. They refused to help me get my furnace fixed when it quit working in the middle of winter last winter 2020. I had to preplace the furnace. Having a problem with the furnace leaking water from a pump that was not replaced with the new furnace, the existing pump one was used for the new furnace. They are refusing to send some one to look at it because they want a receipt for a furnace that I paid to have replaced. They are not giving a service that I visible pay for on every Consumers ****. This program is misleading I can not believe I have paid the $30+ a mth for the last 3 yrs for them to turn me away for a service I pay for.

  

  Business response

  11/22/2021

  11/15/2021 16:45:23 EST (HRCRAMER)
  CUSTOMER INFORMATION
  *********************
  Account #: *******************************************************************************
  Dates of Service: 12/18/2018-Present
  Email Address: *********************
  CUSTOMER CONTACT SUMMARY
  11/15/2021: I called ********************* at ************ at 4:33 PM and we spoke
  about her concerns. I let her know that I'd be forwarding the inquiry to
  our ********************************* and transferring her to their
  hotline. She refused to be transferred, so I offered to email her their
  contact information and stated that she would need to speak with them in
  order to consent and for them to work on her request for compensation.
  ********** thanked me for the phone call and we ended our conversation.
  - Sent the following email to **********:
  "Good afternoon, **********.
  This email is a follow-up to our conversation about the inquiry that was
  filed with the Eastern Better Business Bureau regarding the account at **************************. I understand that you had some concerns about the
  ***************** plan charges remaining on the account, as well as the
  refusal to repair your furnace.
  I have forwarded the inquiry to our ********************************* and
  a representative will reach out to you to further discuss your concerns.
  This is also their hotline number, which you will need to contact to
  confirm your customer information and provide consent for discussing your
  contract and account: ************.
  With regards,
  *************************
  CONSUMERS ENERGY
  Executive Customer Advocate
  She/Her/Hers
  OFFICE: ************"
  - Sent email to *** Complaints requesting that they assign
  this inquiry and have the customer contacted to resolve their concerns.
  11/19/2021 08:43:28 EST (HRCRAMER)
  11/18/2021: Received the following details for closure from *******
  ******* in ***:
  "The agent followed our Terms and Conditions when denying the repair as
  the customer was not able to provide proof of purchase. Only noted that
  her uncle performed the install.
  Customer would have been provided our Welcome Packet which includes our
  Terms and Conditions. She accepted a gold check back in 2020 for the
  furnace.
  Zero reimbursement will be made. Customer has asked to be removed from
  plan.
  I called and left voicemails for ********** on 11/16/2021 at 2:03 PM and
  11/17/2021 at 11:44 AM. The following letter was sent for closure:
  November 18, 2021
  Hello **********
  I am reaching out to you to discuss the complaint filed regarding service
  to your furnace as per your participation in the ***************** Plan.
  We value your business and take your concern very seriously.
  Due to availability constraints we had to resort to various voicemails as
  attempts to contact each other on 11/16/21 and 11/17/21. The initial
  claims made in your complaint as documented in the interaction notes
  illustrated that your furnace was beyond repair during the winter of 2020.
  As such and being a #Gold Plan# subscriber, the ***************** Plan
  sent you a check in the amount of $750 as per the Terms and Conditions in
  our plan. The last request for service on your new furnace was made on
  11/16/21 where the agent who took your call asked for proof of purchase
  for this new furnace. Since that could not be provided, service was denied
  as per our Terms and Conditions. To conclude that conversation you decided
  to end the contract with the ***************** Plan.
  At this point in time I#m sorry to note that there is nothing we can do to
  remedy this complaint for you. We have to honor the limitations of
  liabilities within our Terms and Conditions as that is our contract with
  you as a customer. As per MPSC requirements, we are closing this case as
  #resolved# as of this date/time. Please let me know if there is anything
  further that I can do to help you. Thank you for the opportunity to
  assist you with your inquiry.
  Respectfully,
  ***********************
  *** Field Support and Inventory Manager"
  SUMMARY OF RESOLUTION
  1. ADDRESS *** REFUSING TO LOOK AT FURNACE FOR REPAIR: **********
  had a furnace that had been beyond repair per our Terms and Conditions in
  2020. The appliance was valued out and an *** Gold Check for $750.00 was
  provided to ********** to apply towards the cost of purchasing a new
  appliance. On 11/16/2021, ********** called requesting a repair on her
  furnace, stating she'd bought a new one. Per the Terms and Conditions of
  the ***************** Plan, proof of purchase of the new appliance is
  required in order to perform a repair (as we have to confirm that it's a
  new furnace and not the same old one that was valued out and deemed
  irreparable). ********** refused to provide this documentation, stating that
  her uncle had installed it, and cancelled her *** plan.
  2. ADDRESS CLAIM OF *** FEELING MISLEADING: ********** received a
  Welcome Packet listing the Terms and Conditions for the *** Gold Plan.
  Proof of purchase of a new appliance is required after an old one covered
  under the plan is valued out and has had a Gold Check sent to assist in
  the cost of replacing it.
  3. ADDRESS IF REPAIR COULD HAVE BEEN MADE: The repair could
  have been made if ********** had provided the proof of purchase for the new
  furnace as long as it had met the Terms and Conditions for what's covered
  under repair. If it hadn't, a Gold Check could have been sent to cover the
  cost of replacing, as it had last time.
  CUSTOMER QUALITY CHECK
  - No quality check was performed as ********** did not respond to
  ********************************* phone calls and a letter was sent for closure.
  COMPLAINT CLOSED: 11/18/2021
  
  

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Consumers energy charged us way beond what I have ever used for electric and shut off our power in February which is heating season and we are a low income family. My 4 year old daughter had coronavirus the same week they turned off our power and it was -15 deg. Outside and now they will not help us or even come check to make sure there is no problem with the electric box

  

  Business response

  11/22/2021

  11/22/2021 09:45:32 EST (HRCRAMER)
  11/10/2021 13:28:28 EST (HRCRAMER)
  CUSTOMER INFORMATION
  *************************
  Account #: ****
  ***************************************************
  Dates of Service: 04/18/2014-05/07/2015
  Email Address: **********************
  RELEVANT ACCOUNT INFORMATION
  - I've detailed the accounts and information related to the
  complaint chronologically:
  ACCOUNT: #************
  NAME: *************************
  ADDRESS: *****************************************************
  DATES OF SERVICE: 04/18/2014-05/07/2015
  RELEVANT PAYMENT HISTORY
  DATE AMOUNT METHOD
  04/06/2015 $100.00 Online payment
  04/13/2015 $50.00 Online payment
  RELEVANT ******* HISTORY (not including full account history, just most
  recent notice for account)
  DATE NOTICE AMOUNT
  04/09/2015 Mail Turn-Off Notice $201.74
  04/15/2015 Mid-Cycle Phone Call $151.74
  04/21/2015 Turn-Off Phone Call $151.74
  04/22/2015 Mail Intent Notice $151.74
  04/28/2015 Review for Disconnect $151.74
  RELEVANT USAGE COMPARISON
  BILLING CYCLE USE
  04/18/2014-05/19/2014 **** kWh
  05/20/2014-06/18/2014 **** kWh
  06/19/2014-07/21/2014 **** kWh
  07/22/2014-08/19/2014 891 kWh
  08/20/2014-09/17/2014 **** kWh
  09/18/2014-10/16/2014 **** kWh
  10/17/2014-11/17/2014 **** kWh
  11/18/2014-12/15/2014 **** kWh
  12/16/2014-01/16/2015 **** kWh
  01/17/2015-02/17/2015 737 kWh
  02/18/2015-03/19/2015 **** kWh
  03/20/2015-04/17/2015 **** kWh
  04/18/2015-05/07/2015 826 kWh
  - All meter reads show as "Actual," except for the read from
  12/15/2014, which looked to be an adjustment from an estimation or meter
  reading error.
  05/07/2015: ******************** account was closed and final-billed per a new
  party requesting service at the address.
  FINAL BALANCE: $550.30, transferred to #************
  ACCOUNT: #****
  NAME: *************************** (***************************)
  ADDRESS: *****************************************************
  DATES OF SERVICE: 05/08/2015-04/10/2021
  24-MONTH PAYMENT HISTORY
  DATE AMOUNT METHOD
  10/31/2019 $202.000 Paymentus
  02/27/2020 $467.00 Paymentus
  02/24/2021 $300.00 Paymentus
  - This payment was returned on 03/01/2021
  12-MONTH ******* HISTORY
  DATE NOTICE AMOUNT
  12/11/2020 Mail Turn-Off Notice $5,133.31
  12/15/2020 Mid-Cycle Phone Call $5,133.31
  12/16/2020 Turn-Off Phone Call $5,133.31
  12/18/2020 Mail Intent Notice $5,133.31
  01/08/2021 Review for Disconnect $5,133.31
  - Services were disconnected for non-payment on 01/26/2021.
  - Services were reconnected on 02/26/2021.
  03/10/2021 Mail Turn-Off Notice $7,428.61
  03/16/2021 Mid-Cycle Phone Call $7,428.61
  03/17/2021 Turn-Off Phone Call $7,428.61
  03/19/2021 Mail Intent Notice $7,428.61
  03/25/2021 Review for Disconnect $7,428.61
  - Services were disconnected for non-payment on 03/31/2021.
  - The account was closed and final billed as of 04/10/2021.
  36-MONTH USAGE COMPARISON
  BILLING CYCLE USE
  05/21/2018-06/19/2018 819 kWh
  06/20/2018-07/19/2018 782 kWh
  07/20/2018-08/19/2018 867 kWh
  08/20/2018-09/18/2018 684 kWh
  09/19/2018-10/16/2018 703 kWh
  10/17/2018-11/15/2018 **** kWh
  11/16/2018-12/17/2018 **** kWh
  12/18/2018-01/17/2019 822 kWh
  01/18/2019-02/19/2019 **** kWh
  02/20/2019-03/20/2019 **** kWh
  03/21/2019-04/21/2019 **** kWh
  04/22/2019-05/20/2019 **** kWh
  05/21/2019-06/19/2019 949 kWh
  06/20/2019-07/21/2019 **** kWh
  07/22/2019-08/19/2019 **** kWh
  08/20/2019-09/18/2019 **** kWh
  09/19/2019-10/17/2019 **** kWh
  10/18/2019-11/17/2019 **** kWh
  11/18/2019-12/15/2019 **** kWh
  12/16/2019-01/15/2020 **** kWh
  01/16/2020-02/13/2020 **** kWh
  02/14/2020-03/16/2020 **** kWh
  03/17/2020-04/15/2020 **** kWh
  04/16/2020-05/14/2020 **** kWh
  05/15/2020-06/15/2020 **** kWh
  06/16/2020-07/15/2020 **** kWh
  07/16/2020-08/16/2020 **** kWh
  08/17/2020-09/16/2020 **** kWh
  09/17/2020-10/15/2020 **** kWh
  10/16/2020-11/16/2020 **** kWh
  11/17/2020-12/16/2020 **** kWh
  12/17/2020-01/15/2021 **** kWh
  01/16/2021-03/16/2021 **** kWh
  03/17/2021-04/10/2021 **** kWh
  - All meter reads show as "Actual," for the duration of this
  account except for a read from 12/17/2015, which was "Estimated."
  - The meter was installed and active as of 02/02/2016 and
  tested prior to its installation on 12/10/2015 at 100.04%.
  05/08/2015: *************************** (listed as "******") contacted our ****************************** and requested to start an account in her name. A FACTA
  request was generated and she was advised to provide additional
  documentation in order to validate her identity and approve her for
  service.
  07/10/2015: Notes on the account state that **************** provided paperwork
  to be approved for service.
  07/14/2015: A Fraud case was created by Fraud investigator ******, who
  approved **************** for service but requested additional information for
  discrepancy in lease.
  07/28/2016: Per information showing that **************** was *****************************
  spouse and that they'd live together during the time services were in his
  name and were living together now, his outstanding balance of $550.30 was
  transferred into her account.
  - Multiple holds and payment arrangements were set up on the
  account throughout its lifespan.
  04/10/2021: The account was closed and final-billed due to being turned
  off for non-payment for 10 days.
  FINAL BALANCE: $8,583.40
  ACCOUNT: #****
  NAME: *************************
  ADDRESS: *****************************************************
  DATES OF ***************************************************** contacted our *************************** and
  requested to become a customer, start an account, and reconnect the
  services in her name. A Positive Identification Request was issued and she
  was asked to turn in additional documentation in order to approve her for
  service.
  06/24/2021: A Fraud investigation was created and assigned to ********
  *****, a Fraud investigator. Per her findings, the lease ****************
  provided showed *************************, prior party as well as spouse to *******
  ******, as the landlord. Public record showed that both Mr. and ****************
  were residing at the address. ******************** request for service was denied
  until **************** paid $4,000.00 towards her balance.
  CUSTOMER CONTACT SUMMARY
  11/10/2021: I called ************************* at ************ at 1:25 PM and left a
  voicemail referencing the inquiry and requesting that he contact me back
  to address his concerns.
  11/16/2021: I called ************************* at ************ at 3:53 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 am sending the
  following email for closure:
  "Good afternoon, ****************.
  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 outstanding balance and getting services
  reconnected.
  I was able to look into your concerns and found that you had services in
  your name at this address under account #**** from April 18th 2014
  to May 7th 2015. On May 8th 2015, your spouse # *************************** # contacted
  our *************************** and requested to start an account in her
  name (#****). Because we were able to place the both of you at the
  address during the times that you had services and at the time of her
  request, your outstanding balance of $550.30 was transferred into the
  account. Subsequently, during the moratorium we had on disconnections due
  to COVID-19, there was only one payment made to the account since October
  31st 2019 # that was $467.00 on February 27th 2020.
  The meter reads for the last 24 months at minimum have all been actual,
  meaning that the usage is accurate. Services were disconnected for
  non-payment on March 31st 2021 and, when the turn-off balance went unpaid,
  the account was closed and final-billed as of April 10th 2021. According
  to our ***************************** we would need roughly have of the
  outstanding balance be paid in order to reconnect it in either you or your
  *******#s name, which comes to $4,000.00.
  Additionally, a third party requested to start services in their name. If
  you are renting the property out and do not wish to be the responsible
  part for the utilities or are no longer living there, they will need to
  provide their photo ID, proof of Social Security number, and a valid,
  notarized lease in order to be approved.
  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/CONSUMPTION COMPARISON: Since Mr.
  ******** account, only two meter reads have ever not been actuals. The
  usage is consistent between both his account and his spouse, *******
  ******, with higher usage beginning with the October-November 2019 billing
  cycle (this could be attributed to ******************** mother - documented per a
  Medical Emergency form request that was denied as living in the home and
  requiring medical equipment).
  2. ADDRESS PAYMENT HISTORY: There've only been 2 successful
  payments made since October 2019.
  3. ADDRESS ELECTRIC SHUT OFF: Services were disconnected due
  to non-payment of a turn-off notice on 03/31/2021 and ******************** account
  was closed and final-billed as of 04/10/2021.
  4. ADDRESS ASSISTANCE HELP: Mr. and **************** were encouraged
  to seek assistance with their balance but claim they were denied because
  it is so large and because of their lack of payments.
  5. ADDRESS WHAT NEEDS TO BE PAID FOR TURN ON: **************** is
  asking for services to be reconnected in his name (or potentially his
  spouse). They would need to pay $4,000.00 (less than half of the
  outstanding balance) for reconnect. If they are truly renting to Ms.
  ****** and are not residents of the property themselves, they must provide
  valid documentation per the Fraud investigation.
  COMPLAINT CLOSED: 11/16/2021
  
  

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Consumers Energy charges an access fee monthly. According to Consumers energy when dealing with new construction the fee is automatically listed as a commercial access fee. Apparently it stays a commercial access fee until the homeowner has it changed to residential. I just found this out today. Almost 13 years after I built my house. I was never notified of this with me continuing to pay the commercial access fee of $60 per month when it should have been a $8 access fee.

  

  Business response

  11/10/2021

  11/04/2021 14:23:47 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  *******************
  ACCOUNT *********************************************************************
  Dates of Service: September 2007 - Present
  Email Address: ***********************
  **********
  11/04/2021 16:42:38 EST (DJLOUCKS)
  CUSTOMER CONTACT SUMMARY:
  11/4/******* pm
  I called ******************* at ************ and left a voicemail telling him I
  received the inquiry he placed with the BBB regarding his billing. I told
  him I am looking into his concern and asked him to call back with the date
  of occupancy if he would.
  ************ called later and left me a voicemail with the date of occupancy
  of 3/14/08.
  11/05/2021 11:33:08 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  Current Balance: $232.09
  *****
  11/09/2021 15:27:42 EST (DJLOUCKS)
  Service was under *************** since start of account in September
  2007. Per packet given to each customer when requesting new service it is
  their responsibility to provide Certificate of Occupancy when they are
  able to occupy the home. At that time the rate would be changed to
  Residential, but we didn't receive that from the customer. Account was
  changed to Residential on 11/8/21.
  I contacted Senior Rate Analyst, ************************* and she responded with the
  following:
  It is technically the customer#s responsibility to notify the ******************** when
  an occupancy permit is received. In this instance, I am supportive of a
  rebill back to the date of occupancy because it predates the Company#s
  creation of Rate GS_1999 Commercial-****************************** in
  2015. We created the temporary construction rate to be able to check-in
  with customers after a certain amount of time to ensure the site was still
  under construction without an occupancy permit.
  This would be contingent on the customer providing copy of the Certificate
  of Occupancy.
  Billing is only able to rebill back 3 years and this has been done. This
  left the customer with a credit of $581.10 for the past 3 years.
  On a per year basis it would be $193.70 per year. If the customer can
  provide the Certificate of Occupancy (***) we will credit him an
  additional $1,970 for the remaining 10 years.
  **********
  CUSTOMER CONTACT SUMMARY:
  11/9/******* pm
  I called ************ at ************ and left a voicemail asking him to
  return my call to go over what we can do concerning the rate he had been
  paying. ************ returned my call immediately and we spoke about his
  concerns.
  I let him know that technically it is a customer's responsibility to
  contact CE when they receive their *** so the rate can be changed from
  *************** to Residential. I told him that we are willing to work
  with him but would need him to provide me a copy of that certificate. He
  said he could do that, and I provided him with my email address.
  I explained that we our system only lets us rebill back 3 years and I have
  had our billing department do that already. I told him after it was
  rebilled it gave him a credit of $581.10. I further explained if he can
  provide the *** I will credit him an additional $193.70 per each of the
  additional 10 years. He said that would be great. I asked if he would
  like that left on the account as a credit or if he would like the money
  refunded. He asked that it be left as a credit. He is satisfied.
  *****
  On 11/9/21 ************ emailed me a copy of the *** and also requested that
  the refund be sent back to them by check.
  Write off for $1,937 has been submitted and refund will be processed by
  11/10/21.
  11/10/2021 10:15:04 EST (DJLOUCKS)
  **********
  SUMMARY OF RESOLUTION:
  11/9/21
  ADDRESS RATE - NEW CONSTRUCTION - ACCESS FEE:
  New service is always placed under *************** rate until a
  Certificate of Occupancy is received. As of May 2020 The System Access
  fee was also to include Energy Efficiency Program Surcharges per the MPSC.
  This changed his System Access fee from $20 - $60 per month.
  ADDRESS WHAT RATE CUSTOMER HAS BEEN BILLED:
  Customer has been billed on *************** rate since he started service
  on 3/14/08 until 11/8/21 when he contacted CE requesting the change.
  ADDRESS WHAT RATE CUSTOMER SHOULD BE BILLED AT:
  Customer provided Certificate of Occupancy on 11/9/21 and should be billed
  on the Residential rate which he will going forward.
  ADDRESS REFUND:
  Refund has been processed for this customer. The account was rebilled for
  last 3 years. This gave him a credit of $581.10. To determine the amount
  credit for the remaining 10 years he has had service that amount was
  divided by 3 which came to $193.70 per year. That was multiplied by 10
  providing additional credit of $1,937.00. He requested it all to be
  refunded which has been done. Customer was satisfied with this
  resolution.
  CUSTOMER INQUIRY CLOSED AS OF 11/9/2021
  
  

  Customer response

  11/10/2021

  [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

  10/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I pay a monthly premium for Consumers Energy **********************. I contacted Consumers Energy, they deemed my dryer not fixable. I bought a used dryer on ******** Marketplace. It was in working condition however after a few days, it quit producing heat. I contacted Consumers Energy to fix it and was told I was required to get a 50 day warranty on a new or used dryer. They claim this is in the paperwork but I've reviewed documents they have mailed and emailed to me and can't locate that anywhere.

  

  Business response

  10/29/2021

  10/26/2021 13:37:41 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  *********************************
  ACCOUNT ***********************************************************************
  Dates of Service: September 19, 2020 - Present
  Email Address: ***************************
  **********
  INITIAL CUSTOMER CONTACT:
  10/26/******* pm
  I called ******************************* at ************ and left a voicemail telling her
  I received the inquiry she placed with the BBB regarding a dryer repair.
  I explained our ASP department is not regulated by the **** and therefore
  we are unable to provide them her telephone number or email address. I
  stated she would need to call their voicemail box and leave her name, best
  contact number and email address and someone will be in touch with her
  shortly and gave her the voicemail mailbox number.
  ASSIGNED TO ASP SPoC 10/26/21
  10/29/2021 08:51:43 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  The following information was provided by *********************** in ASP field
  support:
  10/26/21 4:00 pm I called customer and left voicemail.
  10/27/******** am I spoke to ********************* and she noted the customer
  repaired the dryer himself. We spoke about the issue. Our Terms and
  Conditions do not state what the supervisor told her and that is why she
  was upset. Since her husband was able to fix the dryer they bought in the
  meantime she does not need a work order for the dryer at this time. I
  offered her a credit of two months free for the inconvenience and she was
  happy with that offer. I told her there is no tag lock on her dryer and
  we can do a work order when needed. Customer is satisfied and case is
  closed.
  **********
  SUMMARY OF RESOLUTION:
  10/27/21
  ADDRESS APPLIANCE SERVICE PLAN COVERAGE:
  Dryer is and will be covered for any future issues.
  ADDRESS DRYER DEEMED NOT FIXABLE:
  False positive on a danger tag that never existed. Coaching was issued
  with request for corrective action. Dryer was fixable.
  ADDRESS 50 DAY WARRANTY ON A NEW OR USED DRYER - IS THIS CLAIM IN
  PAPERWORK - EXPLAIN:
  This was a false statement given by agent from contractor, Dialog Direct.
  Coaching will be issued to the agent at Dialog Direct for retraining and
  to ensure they have the most updated copy of our Terms and Conditions and
  that they understand them.
  CUSTOMER INQUIRY CLOSED AS OF 10/27/2021
  FOLLOW UP/QUALITY CHECK:
  10/29/21 9:09 am
  I called ******************************* at ************ and left a voicemail telling her
  this was a follow up on her BBB inquiry. I asked if ***** ********************* ASP
  was unable to address her concerns to let me know and left my call back
  number.
  
  

  Customer response

  10/29/2021

  [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

  10/22/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Since around July 2021 I have had nothing but billing issues with Consumers Energy- ************** address: ******************************************************************. In July, I did not receive my **** at the usual time, so I checked the online payment center, and it showed I had no outstanding balance. I thought this was strange, but because I have geothermal and solar panels, I thought my solar panels credit covered the amount of energy that I had consumed. (Last summer my **** was in the 100$ range/mo for about 4 months running. ) Several weeks after this, I received a **** for over 600$, claiming I had a delinquent ****, and if I did not pay immediately I risked having power shut off. I made numerous calls to the billing department, left numerous messages, and have yet to receive satisfactory attention to this matter. I received one return phone call, claiming that they were transitioning from manual entry of bills for people with solar, to an auto entry system and that they were having some issues. They then indicated that they had sent me a corrected ****, and that this was all I needed to pay. This **** was also well above my normal use, despite the fact that I live alone and had an energy audit and have very minimal use of gas. They scheduled an appt to come check my gas, to see if there was a problem, but they never showed up for that appt. They also sent someone out to my house to change a meter, without every notifying me that they would be doing this. Since that meter change, I have a **** again that claims I have an outstanding balance, despite the fact that I paid what the caller told me I needed to pay to make my account current. This month my **** came, again, several weeks later than usual, and the next day a different **** came with a different amount due, but also showing an outstanding balance. Additionally, this **** shows reading for 3 electric meters, and does not show any credit for the solar energy I have generated. Please Help! I have wasted hours on this

  

  Business response

  11/08/2021

  10/26/2021 16:01:57 EST (JCJOHNSO)
  CUSTOMER INFORMATION
  *****************************
  ACCOUNT #: **********************************************
  Dates of Service: 12/06/2018 - Present
  Email: ******************
  CUSTOMER CONTACT SUMMARY
  10/26/2021 | 3:02 PM
  - I contacted **************** on 10/26/2021 at ************ to follow-up on the
  billing concerns she submitted to the Better Business Bureau and reached
  her voicemail. I left a message with my contact information and advised
  that our Customer Billing and ************************ would review this
  further. I confirmed that she'd hear back when an update is available and
  asked that she call me if there are questions before she hears back.
  - This has been forwarded to *********************************************** and PO Box:
  Net Metering for follow-up and resolution.
  11/08/2021 07:44:37 EST (JCJOHNSO)
  RELEVANT ACCOUNT INFORMATION
  12 Month Meter Read History
  Date Read Type
  11/05/2020 ****** Actual
  12/07/2020 ****** Actual
  01/06/2021 ****** Actual
  02/04/2021 ****** Actual
  03/05/2021 ****** Actual
  04/06/2021 ****** Actual
  05/05/2021 ****** Actual
  06/04/2021 ****** Actual
  07/06/2021 ****** Actual
  08/02/2021 ****** Adjustment-From Estimate
  08/31/2021 ****** Actual
  09/01/2021 61,293/0 Actual-Meter Exchange
  09/30/2021 698 Actual
  11/01/2021 ***** Actual
  CUSTOMER CONTACT SUMMARY (cont.)
  10/28/2021 | 12:00ish PM
  - ************************* in our *********************** contacted **************** by
  phone on 10/28/2021 to discuss her billing concerns, but reached her
  voicemail. He left a message with his contact information and asked that
  she call when she's available to discuss this more.
  10/29/2021 | 9:00ish AM
  - ******************* in our Customer billing department attempted to reach Ms.
  ****** by phone on 10/29/2021 after we didn't hear back, but reached her
  voicemail as well. She left another message with her contact information
  and asked the customer to call back if she would like to discuss this
  more.
  10/29/2021 | 2:51 PM
  - Since we were unable to reach the customer by phone, ****** sent the
  following email to ****************** on 10/29/2021 to ensure the customer
  has the information she needs:
  **********
  Hello ****************-
  I#m sorry I was not able to reach you by phone today, we have received
  your complaint from the Better Business Bureau and below I have attempted
  to address all your concerns. Please review and if you have any further
  questions or concerns please feel free to email me back or call me at the
  number listed below.
  Address net metering billing- The account ************ at ******************************* has been on net metering since the move in date of 12/6/2018.
  Address if customer is receiving monthly bills # Records indicate that
  billing statements are sent to the address ********************************************
  and can be accessed via http://www.consumers.energy.com.
  Address claim of not receiving July **** # There was a delay due to an
  estimated read for the billing period of 7/7/2021 to 8/2/2021, which was
  invoiced when an actual read was taken with the meter exchange on
  9/1/2021.
  Address claim of transitioning from manual entry to auto entry - On
  9/1/21 a smart meter was installed on the account and no longer will have
  to be manually invoiced by a billing rep. ** previous years, a
  spreadsheet which contained energy consumed and energy sent to the grid
  was provided to customers to track solar generator production and
  accumulated credits. This process was manually done, and could be due to a
  small amount of participating customers. ** recent years, the program has
  vastly increased which led projects to make generation reports automated.
  This will help in not having a delay to your invoice each month.
  Address corrected bills, billing dates - The invoice for the time period
  between 6/5/2021 and 7/6/2021 was originally sent out on 7/14/2021 without
  anyone taking the generation off of the invoice so they were billed for
  741 KWH. A customer billing rep discovered the error on 7/30/2021 and
  reversed the original invoice, corrected the invoice to reflect the
  generation and rebilled for 389 kwh, which caused a second invoice to go
  out. Please see below the image on the left is the incorrect consumption
  and the image on the right is the corrected consumption.
  [Two images included]
  Address meter change out without notice #All of our net metering customers
  were transitioned to smart meters in order to help insure timely and
  accurate bills. The only way a customer would stay on a legacy meter is
  if they specifically did not want one and would be required to pay a
  monthly fee for a meter reader to come out and read the meter.
  Address credits customer is receiving - The account has received a
  deduction in use every month based on what is generated and used. So for
  example the most current month you had used 755 KWH from us and had put
  back onto our grid a total of 209 KWH, so your invoice was adjusted to
  only **** you for 546 KWH. Starting next billing cycle your account will
  be automatically billed through our system and a credit will be placed
  based on what you have put back onto the grid. As well as the summary for
  net metering will be included on the last page of the invoice.
  Address What Customer Owes and Due Date # Total owed for the service
  between 8/3/2021 to 9/30/2021 is $333.48 and was due on 10/26/2021. There
  currently is a hold placed on the account so no late fees have been
  assessed that will expire on 11/28/2021. There will also be another
  invoice generated within the next week for the use for the month of
  October. Last payment received was for $408.13 on 9/14/21 that was for
  the usage up to 8/03/2021.
  **********
  SUMMARY OF RESOLUTION
  1. Address net metering - Billing
  - This customer is being billed correctly and she is a net metering
  customer.
  2. Address if customer is receiving monthly bills
  - The customer's invoices are being mailed to the service address and are
  also available to her via her online account.
  3. Address claim of not receiving July **** - explain
  - There was a delay to the July **** being sent due to an estimated meter
  read on 08/02/2021. We were able to obtain an actual meter read when the
  meter was exchanged on 09/01/2021 and the invoice was mailed at that time.
  4. Address claim of transitioning from manual entry to auto entry -
  explain
  - We have made process improvements resulting from the increased interest
  in our Net Metering program. This will allow customers to be automatically
  credited for energy they generate as opposed to requiring a billing agent
  manually calculate and apply those credits, which requires additional time
  and resources.
  5. Address bills, billing dates
  - There was a change the customer's **** due in July because the customer
  wasn't properly credited for her electric generation. This was corrected
  and resent on 07/30/2021.
  - With our automatic process being implemented, the customer will not
  experience this issue again.
  6. Address meter change out without notice
  - This was a routine exchange to install a smart meter at this location.
  All net metering customers have had smart meters installed and will allow
  us to provide additional features and functionality to our customers.
  7. Address credits customer is receiving
  - The account has been credited for energy produced every month and the
  actual credit amount will depend on the customer's equipment.
  8. Address customer owes and due date
  - With the last payment of $408.13 made 09/14/2021 covering service
  through 08/02/2021, the current balance is $512.32 and will be due
  11/24/2021.
  - The customer has a hold on the account through 11/28/2021 to ensure she
  has sufficient time to make her payment.
  Customer concerns have been addressed.
  Complaint closed 10/29/2021
  QUALITY CHECK
  - With an email being sent to address the customer's concerns, an
  additional quality check is not being done.
  
  

• Initial Complaint

  10/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a tree that needs to be removed for safety reasons. The consumers power wire is right in the middle of the branches. No one will cut down this tree until consumers power comes out and clears the wire. The top of the pine tree needs to be removed by consumers power so that the tree removal company can then finish the job and remove the tree. The tree removal company will not take the responsibility of removing the tree because of the wire that is intertwined. I have contacted consumer power several times. They do not return the phone calls. The latest contact I had with them was them leaving me a note saying to contact them and they will give me an estimate to trim the tree at the top where their wire is. I have since called at least 4 times and no one will call me back. They are responsible for this wire! They are responsible for the safety of the tree trimmer because of their wire interferring.

  

  Business response

  10/28/2021

  10/28/2021 10:06:40 EST (RNRICHAR)
  10/18/2021 14:59:42 EST (RNRICHAR)
  CUSTOMER INFORMATION:
  *******************
  Account **************************************************************
  Dates of service: 01/12/16 to present
  Email: none on account
  INITIAL CUSTOMER CONTACT:
  10/18/21 - 2:59 PM - I spoke with ******************* at phone number ************
  - letting her know that I have her inquiry placed with the ********************************* (BBB) regarding the forestry concerns. I will be asking
  our ************** to look further into her concerns and reach out to her
  shortly.
  ASSIGNING TO FORESTRY COMPLAINTS.
  10/28/2021 09:55:24 EST (RNRICHAR)
  RESOLUTION PROVIDED BY FORESTER *************************:
  The spruce tree that the customer desires to have removed has over 10 feet
  of clearance from the primary conductors and is just slightly touching the
  triplex secondary conductor. The tree in its current condition is not an
  emergent threat to the electrical conductors and will be trimmed on
  routine maintenance. If the customer desires to remove the tree prior to
  maintenance being scheduled and taking place, a private tree service can
  be hired or Consumers Energy can provide clearance to the customer at a
  cost.
  The customer initially called on 9/18. The Forestry Single Point of
  Contact, SPoC, called the customer to discuss their concerns on 9/24. The
  customer did not answer, so the SPoC requested a call back. The customer
  returned the call on 9/29 with photos. At that point, the customer was
  informed that the triplex wire appeared to have clearance. The customer
  began to become frustrated and requested a supervisor to investigate. At
  that point, the SPoC informed the customer that it was assigned to the
  Forestry supervisor and that someone would be out to investigate while in
  the area. The customer called in again on 10/13 requesting an update. On
  10/14, I investigated the customer#s concern. The customer was not home,
  so I left a door hanger with a note to call if they desired a quote for
  the cost of clearance. The customer left a voicemail on 10/14. I returned
  the call on 10/15. The customer did not answer, so I left a voicemail. The
  customer returned my call on 10/15, which was returned the following
  Monday, 10/18.
  The tree in its current condition is not an emergent threat to Consumers
  Energy facilities.
  On 9/24, the Forestry SPoC left a voicemail with the customer and
  requested a call back. On 9/29, the customer returned the call with photos
  of the tree the customer desired to have removed. The SPoC informed the
  customer that the tree in its current condition did not appear to be an
  emergent threat to Consumers Energy#s facilities. The customer became
  frustrated and insisted on a supervisor investigating the concern.
  I investigated the concern on 10/14. I found the spruce tree to have
  clearance from the primary conductors. The tree is very lightly touching
  triplex secondary. The tree in its current condition is not an emergent
  threat to Consumers Energy#s facilities. The customer was not home, so I
  left a door hanger indicating work would take place during scheduled
  maintenance. I left a note on the door hanger to call if she desired a
  quote for cost of providing clearance. The customer called on 10/14. I
  returned the customer#s voicemail on 10/15. The customer did not answer.
  The customer left a voicemail on 10/15. I was able to speak with her on
  10/18.
  CUSTOMER CONTACT SUMMARY:
  I spoke to the customer on 10/18.
  - The customer was very aggravated that ********************** would
  not be providing the desired clearance. I informed the customer that the
  tree in its current condition was not an emergent threat to the
  facilities. I gave the customer the options of waiting for routine
  maintenance, pay for Consumers Energy to clear the tree, or offer a
  reference for an insured private tree service who would be able to
  complete the trimming. At that point, the customer became extremely
  aggravated. The customer became hostile, continually interrupting me while
  speaking. When asked to continue the conversation in a respectful manner,
  the customer ended the call abruptly.
  As a follow up, I called the customer on 10/20. I left a voicemail. I
  called again on 10/21. I again left a voicemail. I have not received a
  call back. The ******************* will continue to trim only emergent
  threats outside of schedule routine maintenance. We will continue to
  address all other customer concerns during scheduled timeframes.
  10/21 - FOLLOW UP EMAIL SENT TO *******************:
  October 21, 2021
  ***********************,
  Consumers Energy strives to provide each of our 1.8 million electric
  customers with safe and reliable electricity. To support this effort,
  Forestry Operations is responsible for vegetation management of
  approximately ****** miles of distribution lines across the lower
  peninsula of the *****************.
  The tree that you desire to remove has sufficient clearance from the
  primary conductor. The tree in its current condition is not causing an
  emergent threat to the Consumers Energy electric system. Currently the is
  no work needed at *********************. This tree work desired is the
  property owner#s responsibility.
  Consumers Energy can provide a cost estimate for the tree work desired or
  an estimate to provide clearance for a qualified residential tree service
  under contract with the property owner.
  Consumers Energy is committed to providing all our customers with safe,
  reliable electric service. Thank you for allowing us to be your trusted
  energy partner.
  Sincerely,
  *************************
  Forester | Forestry Operations
  O: ************ C: ************ **************************************************
  SUMMARY OF RESOLUTION:
  - (*Address Forestry - clear tree from electric wire) The spruce
  tree that the customer desires to have removed has over 10 feet of
  clearance from the primary conductors and is just slightly touching the
  triplex secondary conductor. The tree in its current condition is not an
  emergent threat to the electrical conductors and will be trimmed on
  routine maintenance.
  - (*Address not returning phone calls) Both the Forestry Single
  Point of Contact (SPoC) and the forestry supervisor have been returning
  calls to the customer, and while she understands our position, the
  customer is not pleased with the outcome of her inquiries.
  - (*Address safety) - The tree in its current condition is not
  an emergent threat to Consumers Energy facilities.
  CLOSING CUSTOMER INQUIRY AS OF 10/21/21.
  FOLLOW UP QUALITY CHECK:
  NOTE: Since there was a follow up email sent after an abrupt disconnection
  and no return calls, no additional calls were made.
  
  

  Customer response

  10/30/2021

  [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,
  
  *******************

*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. ↩