Complaints

This profile includes complaints for Consumers Energy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Consumers Energy

  530 W Willow St Lansing, MI 48906-4874

  
• 

  Consumers Energy

  330 Chestnut St Cadillac, MI 49601-1821

  
• 

  Consumers Energy

  2500 E Cork St Kalamazoo, MI 49001-5085

  
• 

  Consumers Energy

  4600 Coolidge Hwy Royal Oak, MI 48073-1676

  
• 

  Consumers Energy

  P.O. Box 30162 Lansing, MI 48909

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been going out without power since April 22 at 10:58 AM. Ive been calling consumer energy all day to get someone to come out here and to look at meter a guy lied to me and said that he had a technician out here, but I was. Ive been standing by the meter all nightnobodys here. I just want my power back on. Theyve been lying to me about sending someone out here all day it is now April 23 2:10 in the morning and I still dont have power or nobody has still came out here so please help me.

  

  Business Response

  Date: 04/23/2025

  CUSTOMER INFORMATION:
  ********** *********
  Account #********9649
  **********************************************************
  Dates of service: 06/08/20 - present.
  Email address: ************************************
  04/23/2025 10:13:59 EST (JAGATES)
  THIS HAS BEEN ASSIGNED TO ELECTRIC OPERATIONS FOR RESOLUTION. (I also
  emailed *** ****** to escalate)
  CUSTOMER CONTACT:
  04/23/25: 10:18 am - A text/email has been sent via Riverstar:
  Dear ********** *********,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, notification number
  **********. I assure you Consumers Energy takes all customer complaints
  seriously.
  We will be in touch with you soon to discuss your concerns and gather any
  additional information that may be needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ***** ***** @ ************** or
  ***************************************** if you have any further questions or concerns.
  Our team is dedicated to resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  04/23/2025 11:52:09 EST (JAGATES)
  04/23/25: 11:40 am - *** ******, Electric Operations Supervisor, was on
  site this morning and spoke to the customer.- *********** Service Worker was on site this morning after 2 am and
  exchanged the meter. The customer now has service.
  RELEVANT ACCOUNT INFORAMTION:- 04/22/25: 7 Electric outage orders placed, starting at 11:18 am, meter
  was able to be "pingged" showing they should have service.- 04/23/25: 3 Electric outage orders placed, last one at 2:02 am- 04/23/25: Meter exchange order completed at 2:58 am.- CSR notes:
  04/23/25: 1:51 am - **************** Worker was on site, checked voltage.
  Everything is good on CE side. Called customer to inform them they need an
  electrician.
  SUMMARY OF RESOLUTION:- CUSTOMER REPORTING NO POWER - CE NOT SENDING ANYONE TO CHECK: Was able
  to "ping" meter which showed it had power, so initial orders were
  cancelled. There was quite a bit of emergent work in the area, so there
  was a delay in getting a service ****** to the location. Initial service
  ****** found everything to be okay. Second ****** exchanged the meter and
  the customer's service was restored.- DELAY IN POWER RESTORATION: Initial orders were cancelled because we
  were able to "ping" the meter and it showed there was power at the
  location. There was also a delay due to the amount of work in the area.- WHAT IS NEEDED TO RESTORE SERVICE: Service was restored once the service
  ****** exchanged the meter.
  COMPLAINT CLOSED 04/23/25
  FOLLOW-UP:
  04/23/25: The following email was sent via Riverstar:
  This message is to follow up on your inquiry filed with the *********************************** I understand that you've been able to discuss your
  concerns with our Supervisor, *** ******. We appreciate your patience as
  we worked to look into your concerns and follow up.
  We will be sharing our findings with the Better Business Bureau. If you
  have any additional questions, please feel free to reach out to ***** by
  phone at ************ or via email at *****************************************.

• Initial Complaint

  Date:04/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2 maybe 3 years ago me and my girlfriend who is now my wife were eating dinner we got a knock at our door Ill outside and see 2 high visibility vest I open the door and it was a male and female early 20s they said they were with THE STATE OF ******** and said that they were INVESTIGATING DTE energy for price gouging and wanted to know how much my bill was, I was confused they didnt look very professional she had credentials I seen the company was Michigan natural gas she asked to see my bill and told me I was being over charged and they were going to get to the bottom of it and promised that my bill was going to be half of she wanted me to aight something g I told her that the bill was not in my name it was in my sisters because she lived in the house before I did I just continued to pay the bill and I have bad credit she said it didnt matter she made me sign with initials and went on her way she never disclosed she was a 3rd party vendor she lied about what was going on and what her intentions were also over ride a contract that didnt even belong to me its been 3 years last month I paid 600 for gas and power today 3 weeks later received a 500 dollar bill I need help they do this all the time there scammers dont know how and why they can get away with this its insane

  

  Business Response

  Date: 04/14/2025

  Consumers Energy does not supply gas to this address, please send the complaint to *** for further assistance. 

  Customer Answer

  Date: 04/14/2025

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

  Better Business Bureau:

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

  Regards,

  ********* *******

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4-9-25 I come home to my front lawn torn up and a tag on my door. It states that work was done and my gas is off and I have to call to get someone to come out and turn my gas on. There was no warning ahead of time letting us know any work wouldve been done. No door tags no in person contact, phone, email or mail. This is not something that I asked to have done. I get home and call and they can only provide a 4 hour window for someone to come out and turn it back on as someone has to be here over the age of 18. This is in 40 degree weather and I have to sit in my cold house after getting a chemo treatment a long with my 12 y/o daughter for 4 to 8 hours waiting for someone to show up. If there was some kind of advanced notice I could have had someone here so they could turn the gas back on. But now I have to change my schedule around after the fact as this company is running amateur hour and does not have to common courtesy to let people know ahead of time.

  

  Business Response

  Date: 04/18/2025

  04/11/2025 08:46:20 EST (AJPORTER)
  CUSTOMER INFORMATION
  **** ********
  ACCOUNT NUMBER #********3346
  **********************************
  Dates of service: 07/19/2011 - current
  Email: ***************************
  **********
  INITIAL CONTACT INFORMATION-04/11/2025 8:50am
  the following has been sent via RiverStar to email ***************************
  Account Number: ending in 3346
  Service Address: *********************
  Dear **** *********
  Thank you for reaching out with your concerns. We have received your
  complaint filed with BBB, notification number **********. I assure you
  Consumers Energy takes all customer complaints seriously.
  We will be in touch with you soon to discuss your concerns and gather any
  additional information that may be needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to your ************* Advocate *** ** at
  ********************************************************************************************* or ************ if you have any further
  questions or concerns. Our team is dedicated to resolving your issues as
  soon as possible.
  Sincerely,
  Consumers Energy
  **********-04/11/2025 8:50am
  this concern has been forwarded to Gas Operations for follow up and
  resolution
  04/11/2025 18:44:31 EST (AJPORTER)-04/11/2025 9:40am
  **** ******* has been assigned
  04/16/2025 15:11:12 EST (AJPORTER)-04/16/2025 3:12pm
  reminder sent to **** *******
  04/17/2025 13:58:23 EST (AJPORTER)
  **********
  CONTACT INFORMATION - continued --04/14/2025
  called customer
  **** *******
  no answer, left message machine
  provided return contact phone number-04/16/2025
  called customer
  **** *******
  spoke with Mr ********* explained the need for the customer to be home
  when turning gas back on. Informed the need to upgrade the gas service to
  the customer's home. This customer completely understands but was still
  upset about not knowing when the property would be restored. Apologized
  about not receiving a door tag explaining the restoration process. I made
  the customer aware that I would contact that project coordinator and
  provide his contact information so they can give a possible timeline for
  restoration.
  **********
  SUMMARY OF RESOLUTION
  *1* Turn off service & work with no notice to customer
  Post cards were sent to this customer prior to the work being performed
  but the customer did not remember seeing it.
  *2* No door tag left
  A green tag was left on the customers door notifying of the gas
  interruption. The customer confirmed they did receive that. They did not
  receive a door tag letting them know about the property restoration
  process.
  *3* Large time window for relight
  The customer called in to place their relight order at 3:33pm. The
  assigned Consumers Energy Service Worker was being sent however was pulled
  of for an emergency concern at 4:19pm, pushing this customers gas
  reconnected to ******, just short of 4 hours wait time for completion of
  this order.
  *4* Reconnection date/time
  ******* was turned back on 04/09/2025 7:14, the same day as the
  interruption disconnect for the project on their property.
  COMPLAINT CLOSED
  04/16/2025

• Initial Complaint

  Date:03/27/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I first contacted Consumers Energy, upon moving into my apartment, I was encouraged by a representative to enroll in their budgeting plan. I would like help holding this company accountable. Even if I am not able to get my money back, taking an actual action against this company would be a relief. I have found no method of relief from this situation, and working with them is humiliating because of the attitude that appears throughout the company towards its customers. I was informed that the bill that is shown isn't the true bill, and I needed to open the *** to see the actual bill. I have made multiple attempts to work with Consumers to come to a resolution. All the customer service representatives I have worked with have been deeply condescending and discriminatory, suggesting welfare plans or suggesting things like going to the food pantry for a few months. Accusations of not being able to pay my bills correctly and similar remarks. The application itself does not even remotely readily display your bill. You can find it if you open a sub panel and download a full ***, but it is very obviously disgused. I cannot understand why a company would engage in such a dishonest billing method, and to make matters worse, they are unwilling to offer an arrangement unless your income falls below the poverty line, making even $ 2000 a month not enough for them to create any form of shutoff protection plan. I would like help holding this company accountable, even if I am not able to get my money back. Taking an actual action against this company would be a relief. I have found no method of relief from this situation, and working with them is humiliating because of the attitude that appears throughout the company towards its customers.

  

  Business Response

  Date: 04/07/2025

  04/02/2025 09:13:50 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  ***** D ****
  ACCOUNT NUMBER: ********9854
  ******************************************
  Dates of Service: May 30, 2024 - Present
  Email Address: ***********************************
  **********
  CUSTOMER CONTACT SUMMARY:
  4/2/25
  I sent the following text and email via Riverstar:
  Account Number: ending in 9854
  Service Address: ************************************************
  Dear ***** ****,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, notification number
  **********. I assure you Consumers Energy takes all customer complaints
  seriously.
  We will be in touch with you soon to discuss your concerns and gather any
  additional information that may be needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ******* ****** @ ************** or
  ******************************************** if you have any further questions or
  concerns. Our team is dedicated to resolving your issues as soon as
  possible.
  Sincerely,
  Consumers Energy
  04/02/2025 14:06:13 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  Current Balance: $1,675.88
  *****
  Electric Usage History:
  05/30/2024 06/27/2024 406
  06/28/2024 07/29/2024 592
  07/30/2024 08/27/2024 426
  08/28/2024 09/26/2024 436
  09/27/2024 10/27/2024 1,044
  10/28/2024 11/26/2024 1,800
  11/27/2024 12/29/2024 2,640
  12/30/2024 01/29/2025 2,496
  01/30/2025 02/27/2025 1,546
  02/28/2025 03/29/2025 1,021
  All meter reads have been actual.
  *****
  04/04/2025 06:52:59 EST (DJLOUCKS)
  Billing History:
  ********* BilledBalance Amt
  to be Paid
  05/30/24-06/27/24 $ ***** $ ***** $ 0.00
  06/28/24-07/29/24 $124.69 $ ****** $ 55.00
  07/30/24-08/27/24 $ ***** $ ****** $ 0.00
  08/28/24-09/26/24 $ ***** $ ****** $ 0.00
  09/27/24-10/27/24 $195.38 $ ****** $ 0.00
  10/28/24-11/26/24 $327.37 $ ****** $ 55.00
  11/27/24-12/29/24 $505.59 $1,095.29 $ 55.00
  12/30/24-01/29/25 $476.99 $1,517.28 $181.00
  01/30/25-02/27/25 $301.40 $1,637.54 $181.00
  02/28/25-03/29/25 $202.20 $1,675.88 $290.00
  The months where the bill showed zero due the customer had made their **
  payment prior to the bill generating.
  *****
  Payment History:
  Date Amount
  06/26/24 $ 55.00
  07/31/24 $ 55.00
  08/22/24 $ 55.00
  09/20/24 $ 55.00
  10/23/24 $ 55.00
  12/23/24 $ 55.00
  01/25/25 $ 55.00
  02/13/25 $181.00
  03/27/25 $164.00
  *****
  Budget ********* History:
  06/19/24 - enrolled $55.00 per month
  Customer enrolled in this plan through the ********* APP.
  Because customer enrolled in ** right after moving in the payment amount
  was based on previous 12 months of usage that wasn't his usage.
  The payment amount was adjusted to $181.00 starting with the bill due in
  February.
  Customer was de-enrolled 3/27/25 to enroll in Shut Off Protection Plan.
  *****
  Shut Off Protection Plan (SPP) History:
  03/31/25 - enrolled $290.00 per month
  **********
  04/04/2025 13:56:37 EST (DJLOUCKS)- I listened to recorded calls from 2/13/25 and 3/27/25. All customer
  service representatives (CSR's) attempted to be helpful and were not rude
  nor did they talk down to him. Offered him options for different payment
  plans and asked if he had tried seeking assistance.- During call on 3/27/25 CSR talked to him about SPP and went over the
  plan. She then went over qualifying questions and he quoted different
  amounts of his income when it was higher than allowed. He eventually told
  the *** he received social security. At his request he was removed from
  the Budget Plan and a request for SPP was entered to help him catch up his
  balance as an installment plan wasn't something he wanted to do.
  **********
  CUSTOMER CONTACT SUMMARY (cont.):
  4/4/******* pm
  I called ***** **** at ************ and spoke with him about his concerns.
  He told me that he is very upset with CE as he feels our billing is very
  deceiving. He receives his bills via email and views them through the CE
  app. *** **** said that it only shows his payment amount and not the full
  bill. He told me he would have to click on other things to be able to see
  that so had no idea on his Budget ********* that he owed more each month
  than the $55 payment amount. No one told him he would have to do that to
  see the entire bill. *** **** said that we must be trying to deceive all
  of our customers with our billing practices and feels they are terrible
  and because of that we should be making it right with him.
  I went over with him that we are a regulated utility by the State of
  ******** and all of our billing practices are approved by them otherwise
  we couldn't bill the way we do. He told me that doesn't matter we still
  have bad ways of billing.
  *** **** went into lengthy detail several time on how he feels he was
  deceived and none of our representatives were willing to do anything about
  his $1,600 balance. He stated everyone he talked to was very condescending
  and rude and he felt disrespected. I apologized if he felt that way. I
  explained that he receives his bills via email and he can click on the
  email and see the full bill which shows what his balance is every month.
  He told me he shouldn't have to do that and was tired of everyone at CE
  telling him this is all his fault.
  I told him I wasn't blaming anyone just trying to explain how to see his
  bill which shows how much energy he uses and what the cost is. I offered
  to change him to paper bills, but he didn't agree to that.
  After much discussion he stated he feels because of the way he has been
  treated by our billing and representatives that we should make this right
  for him by wiping out the bill. I told him we wouldn't remove his bill as
  we haven't misbilled him or deceived him. In light of customer service, I
  offered to remove $100 of his balance and he did accept that.
  ******* times he told me that he was talked into going on the Budget Plan
  by a representative that didn't explain it well. I told that he enrolled
  in the Budget Plan via the app. I went over with him how the Budget Plan
  works. I also talked with him about his last call where at his request he
  was removed from Budget and enrolled in SPP. *** **** told yes that was
  done but he stills has a large balance and is very upset about it. He
  stated he needed to go into work and didn't want to talk about this any
  more but would be contacting the Better Business Bureau again.
  **********
  SUMMARY OF RESOLUTION:
  4/4/25
  HIGH BILL - CONSUMPTION HISTORY COMPARISON:
  Electric usage history is listed above in "Relevant Account Information".
  Usage increased with the winter heating season and has started to decrease
  with warmer weather.
  PAYMENT HISTORY:
  Payment history is listed above in "Relevant Account Information".
  Customer has a good payment history.
  ACTUAL READS:
  All meter reads have been actual.
  BUDGET PLAN AMOUNT DUE VS. ACTUAL BALANCE ON THE BILL:
  Customer has been made aware that the amount of the payment for his budget
  plan would not be the same as the amount of usage he was billed for. He
  has been made aware this information is on his monthly bills.
  CONDESCENDING CSR INTERACTIONS:
  Per recorded calls the ***'s the customer spoke with were not rude or
  condescending. They attempted to explain how to view his bills and
  different options for payment plans.
  PAYMENT PLAN OPTIONS IF NEEDED:
  Payment plan options were discussed with the customer and he opted on
  3/27/25 to de-enroll from the Budget Plan and enrolled in SPP instead to
  catch up his balance.
  CUSTOMER INQUIRY CLOSED AS OF 4/4/2025

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Consumers energy never turned off electric in a prior residence, it was then they put a bill for over $800 on ****** ******* (my husband) account. I opened consumers in my name at our next residence. We moved again and I went to transfer services in my name there. They, without my or my husbands consent, transferred the utilities from my name to my husbands name because he had the past due balance that we are trying to get figured out and contest. They transferred everything into his name without our knowledge or consent. We received a voicemail, called back 30 minutes later on Friday, March 14th, got voicemail, and got no call back. We called this morning on Monday, March 17th and they informed us it was not in my name anymore and it as in my husbands name. Again, this was done without speaking to us and without any consent.

  

  Business Response

  Date: 04/01/2025

  03/18/2025 14:39:34 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  ***** *****
  ACCOUNT NUMBER: ********8411
  ******************************************************************************************************
  Email Address: ****************************
  **********
  RELEVANT ACCOUNT INFORMATION:
  I contacted fraud investigator, ******** for information regarding this
  customer. Following is the information that was provided:
  02/27/25 ***** ***** REQUESTED SERVICE AT ************************
  ********.
  ***** PROVIDED A LEASE SHOWING ***** **** ****** AND ****** ******* *****
  AS THE PRI**** TENANTS FOR ************************ ******** BEGINNING
  MARCH 1ST 2025.
  LISTED ON THE LEASE IS ***** ***** AS AN OCCUPANT.
  ****** ***** HAS A PAST DUE BALANCE FROM ACCOUNT ***************************
  SAGINAW $876.58 SERVICE DATES 6/29/23-9/20/24.
  REACHED OUT TO HUNTER AT ************ 9:34 AM LEFT VOICMAIL TO RETURN MY
  CALL.
  PLACING SERVICE IN ****** *****#S NAME FOR ************************
  ******** TRANSFERRING PAST DUE FROM ACCOUNT $876.58 TO NEW ACCOUNT.
  3/14/2025 ********/Fraud ************ NOT ABLE TO APPROVE SERVICE UNDER
  ***** ***** AT THIS TIME AT **************************************** ******** # SERVICE
  TO BE PLACED UNDER ****** ***** PRI**** LEASE HOLDER ** CONTACTED
  ***** AT ************ LEFT VOICEMAIL HER AND HUNTER HAVE THE SAME PHONE
  NUMBER ON THEIR ACCTS. SENT RIVERSTAR.
  3/14/2025 ********/Fraud ************ PROCESSED NEW MOVE IN FOR LEASE
  HOLDER ****** *****. TRANSFERRED PAST DUE BALANCE $876.56. CONTACTED
  HUNTER AT ************ LEFT VOICEMAIL.
  3/18 8:32am ********/Fraud RETURNED CALL SPOKE WITH **** DISTRICT MANAGER
  OF ******* AND ******** PROPERTIES, SHE VERIFIED THAT HUNTER IS THE
  PRI**** LEASE HOLDER AND ***** ***** IS AN OCCUPANT **************** Lot
  132.
  PAYMENT METHODS IN ERIKAS NAME WERE USED TO MAKE PAYMENTS ON 5653 *****
  HWY LOT 138 SAGINAW AS SERVICE WAS IN HUNTERS NAME.
  ******** - 03/18/2025 - 09:20:26
  SPOKE WITH ****, ASSETS MANANGER OF SAGINAW ****************, 9:16AM
  ************, SHE VERIFIED THAT ****** AND ***** BOTH LIVED AS ***** *****
  HWY LOT 123 SAGINAW AS A COUPLE.
  ******** - 03/18/2025 - 12:07:15
  RETURNED CALL SPOKE WITH ***** SHE IS AWARE I AM WORKING WITH CUSTOMER
  CARE AND WILL GET BACK WITH HER. SHE ASKED IF THE SERVICE WAS GOING TO
  STAY IN HER NAME I TOLD HER I WILL LET HER KNOW.
  *****
  Notes on the account from Madilynn from fraud:
  03/17/25 - ****** ***** and wife ***** ***** left voicemail to fraud
  hotline requesting call back upset. I called back and ***** with ****** on
  the line explained we cannot do this to them and advised the reason that
  they did not put it in his name is because they knew there was a bill so
  they chose to put it in her name instead to avoid that balance while they
  figure out what to do with it. ***** also explained that the account under
  his name for their old address should have ended sooner. I advised to both
  of them they would need to contact their landlord as we processed move out
  when requested. I explained to both of them the services would remain
  under ******** name as he is an authorized tenant for this address and
  that they can set up a payment arrangement. ***** then advised they will
  contact the better business bureau because they believe this is illegal
  and that "we WILL place the services in her name when we are forced to".
  **********
  CUSTOMER CONTACT SUM****:
  3/18/******* pm
  I called ***** ***** at ************ and spoke with her about her
  concerns. I told her I had reviewed the account for both her and Hunter as
  well as asked for information from our investigator ********.
  03/19/2025 07:17:19 EST (DJLOUCKS)
  I told Ms. ***** that we can place the service in her name at 10340
  ****************** if she prefers it in her name instead of her husband
  ******** name. If she wants it in her name the balance owed on his
  previous account of $876.58 would be transferred to her. She said we can't
  do that because it is his bill. I let her know that per credit reporting
  and the management at the mobile home park places her there with ******
  during the time the bill was accrued. They would have both benefited from
  the service and we can also place them both at this new location.
  Ms. ***** said that isn't right we can't give her is bill. I explained
  again that we can as we can place them together at both locations. She
  said they didn't want the service in his name because they can't pay that
  old bill. I explained that placing it in her name is considered fraud for
  trying to avoid the debt. I also told her I could set up payment
  arrangements on the balance so they wouldn't have to pay it all at once.
  Ms. ***** told me that we had billed them after they had moved out of the
  old address (************************************************************). I let her know that we
  stopped service in ******** name after he requested a move out online. She
  again stated they had moved out before that and the landlord should have
  put it in their name. I stated if the landlord contacts us and takes
  responsibility prior to their move out date we could backdate that for
  them. She said she would contact the landlord.
  Ms. ***** stated that she needed to check to see about us being able to
  place that bill with her and would get back with me.
  03/21/2025 12:32:46 EST (DJLOUCKS)
  3/21/25 12:35 pm
  I called Ms. ***** at ************ and the man who answered the phone she
  wasn't available today but I could call her on Saturday. I explained I
  won't be able to call her Saturday but would follow up with an email
  today. He thanked me and disconnected the call.
  03/21/2025 12:38:13 EST (DJLOUCKS)
  03/21/2025 13:28:05 EST (DJLOUCKS)
  I sent the following email to ****************************:
  Hi ***** *****,
  I am writing as a follow up to the inquiry you filed with the Michigan
  ************************* regarding service at ********************************* Lot 132,
  ********. Regretfully, I was not able to reach you again by telephone.
  When we spoke on Tuesday, 3/18/25 I had explained that we would be able to
  place service in your name at the above location but the outstanding bill
  from the previous address of ********************************************************** of $876.58 in
  your husband, Hunter#s name would be added to the account. We would do
  this as we can place you at that address with ****** when the bill was
  accrued. We can also place both of you at the address you are asking to be
  in your name now.
  To be approved for service for either yourself or Hunter, please call our
  investigator, ******** at ************ and she will get that taken care of
  for you.
  Thank you,
  ****
  **********
  SUM**** OF RESOLUTION:
  3/21/25
  FRAUD:
  ***** ***** can be approved for service at this address, but the balance
  owed by her husband ****** ***** of $876.58 from their previous address
  would be added to her account. We would transfer the balance to her as per
  credit reporting and the landlord from that address places her there with
  him when the bill was accrued. The landlord for the current location they
  are wanting service at also confirmed they are both there. The lease is in
  ******** name and ***** is listed as an occupant. This would be a valid
  transfer. ***** has been made aware of this.

• Initial Complaint

  Date:03/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/13/2025

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

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/05/2025

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

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 02/13/2025

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

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

  
  

• Initial Complaint

  Date:01/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 02/04/2025

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

• Initial Complaint

  Date:01/10/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 01/24/2025

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

  Customer Answer

  Date: 01/29/2025

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

  Better Business Bureau:

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

  Regards,

  ***** *****