ComplaintsforConsumers Energy

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  03/25/2022

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

  Customer response

  03/28/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  Their responses are lies. Their own monthly billing statements show estimated since October. This is absolutely unacceptable.  
  
  Regards,
  
  ***********************

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  

  Business response

  03/23/2022

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

  Customer response

  03/24/2022

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

  Better Business Bureau:

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

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

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

  Regards,

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

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  03/16/2022

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

• Initial Complaint

  02/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

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

  

  Business response

  03/07/2022

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

• Initial Complaint

  02/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

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

  

  Business response

  02/28/2022

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

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

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

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  03/03/2022

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

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  this complaint is against the companies policies I have been waiting for service for my new home since August 2021 , I was told that it would be completed by 2/14/22 after paying $2600.00 for the service speaking with a numerous amount of people my contact is ***************************** . The builder that is building my home has been waiting to finish my home this has been a horrible situation , If I hadnt given my money already I wouldve used another compnay which I plan to do once this has been completed I just want this resolved and I am tired of playing games .Thank you

  

  Business response

  02/23/2022

  02/16/2022 09:17:05 EST (RNRICHAR)
  CUSTOMER INFORMATION:
  ***************************
  Account number: 9867
  3567 ******************** ************ ** 49525-2881
  Dates of service: 04/13/2018 to present
  Email: **********************
  02/16/2022 09:27:46 EST (RNRICHAR)
  INITIAL CUSTOMER CONTACT:
  02/16/22 - 9:29 am - I left a voicemail message for *********************** at phone
  number ************ - letting her know that I have her inquiry placed with
  the Better Business Bureau (BBB) regarding the new service delays. I will
  be asking our Customer ********************** **************** to look further into her
  concerns and follow up shortly. I also provided my direct phone number in
  case of any additional questions in the meantime.
  ASSIGNING TO CUSTOMER ********************** MANAGEMENT (CEM) COMPLAINTS AND CC:
  OPERATIONAL AND FINANCIAL PLANNING (SCHEDULING) COMPLAINTS
  02/16/2022 10:08:30 EST (RNRICHAR)
  THIS WAS ASSIGNED TO *********************************
  02/23/2022 09:40:32 EST (RNRICHAR)
  ********************************* confirmed that this complaint was due to an issue with
  the ***************** but offered to contact the customer once the
  information was provided.
  ******************************* PROVIDED THE FOLLOWING TIMELINE FROM SCHEDULING:
  1/31/22 # The job was sent to *******
  2/9/22 - The job was confirmed to be with ******* and is on their roster
  to begin today. Job was designed with a DF 25 KVA which is currently on
  hold.
  Transformer shortages are ongoing.
  2/15/22 # Scheduling left a voicemail message for the customer letting
  them know that we were still waiting on the transformer and would call
  when we had an updated timeline.
  2/16/22 # The customer escalated their concerns, and scheduling worked
  with design and supply chain to change the design and used alternate
  materials where available. The job was then completed as of 2/16/22.
  CUSTOMER CONTACT SUMMARY:
  02/18/22 # ********************************* contacted the customer as a follow up,
  explained the transformer shortages, and confirmed that the work was
  completed on 2/16/22. She provided her contact information to continue to
  be a point of contact in case of any questions in the future. She was
  pleased with the follow up and that the line was energized now.
  SUMMARY OF RESOLUTION:
  - (*Address new service # delays) Transformer shortages are
  ongoing and this caused a delay in the work. Where possible, other
  transformer types are used.
  - (*Timeline) A timeline was supplied by the scheduling group
  (shown above)
  - (*Completion) # 2/16/22
  CLOSING CUSTOMER INQUIRY AS OF 2/18/22.
  FOLLOW UP QUALITY CHECK:
  NOTE: at the discretion of the Advocate, no additional calls were
  performed.
  
  

  Customer response

  02/24/2022

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

  Better Business Bureau:

  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

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called consumers energy to inquire why my bills have been higher than what I expect. I was told that when I built my home 7 years ago my rate was never switched from construction to residential and that the rate is higher. They requested my occupancy permit which I promptly provided. I received a phone call stating my claim was "denied". I have overpaid thousands of dollars and consumers energy stated I am not receiving any of it back! I t is apparently the "customers responsibility " to keep an eye on their **** which I did and then inquired getting nowhere. I'll bet if I underpaid for 7 years I wouldn't have power and owe them money.

  

  Business response

  02/16/2022

  02/15/2022 16:50:56 EST (HRCRAMER)
  CUSTOMER INFORMATION
  ***************************
  Account #: 9312
  **** ************************* ** 48854-9433
  Dates of Service: 09/12/2014-Present
  Email Address: ******************
  RELEVANT ACCOUNT INFORMATION
  - **************** built his own home and obtained and occupancy
  permit effective 03/12/2015.
  - His account was billed as GS **** (general service) until he
  contacted our *************************** on 01/19/2022.
  01/24/2022: **************** advised **************** an occupancy permit would
  need to be provided to verify this was his primary residence and then
  request a rebill.
  02/01/2022: ******************** responded back to ****************
  denying the rebilling as it is customer responsibility to ensure that they
  are on the appropriate rate.
  CUSTOMER CONTACT SUMMARY
  02/02/2022: I called *************************** at ************ at 5:20 PM and left a
  voicemail referencing the inquiry and requesting that he contact me back
  to address his concerns.
  02/04/2022: I called *************************** at ************ and left a voicemail
  referencing the inquiry and requesting that he contact me back to address
  his concerns.
  - I was out of the office on 02/07/2022 and 02/08/2022.
  02/09/2022: I returned a call to *************************** and we spoke about his
  concerns. I explained that it is customer responsibility to verify their
  rate and that this information is listed on the back side or second page
  of each billing statement (I also explained rate codes and "general"
  service vs. "commercial" vs. "residential"). He stated that his neighbor
  had had the same issue and got a "huge" payout from Consumers Energy and
  so he wanted to check on his ****.
  I informed **************** that I would reach out to our **************** to
  perform a comparison to see if he would have benefited from being billed
  at ** **** and ** **** versus the general service rate (explaining how
  other charges within the residential rate could offset the higher System
  Access charge of general service, meaning he might have benefited from the
  latter). I explained that if he would've benefited, I would credit him the
  amount in light of customer service. He agreed to this and we ended our
  conversation.
  - Sent request to Rates Complaints to perform a rate
  comparison dating back to 03/12/2015.
  02/10/2022: Sent follow-up email to ***************************:
  "Good morning, ****************.
  I apologize for the delay in getting this email to you # this is a follow
  up from our conversation yesterday regarding the inquiry that was filed
  with the Eastern Better Business Bureau for the account at **** **********
  *****.
  Once the comparison request that I submitted to our **************** is
  completed, I will call you to discuss the findings and, in the event of a
  credit, will submit to have it applied to your account in light of
  customer service.
  If you have any additional questions, please feel free to call or send me
  an email. I would be happy to further assist you. My office hours today
  are 7 AM-5:30 PM and tomorrow from 7 AM-4:30 PM.
  With regards,
  *************************
  CONSUMERS ENERGY
  Executive Customer Advocate
  She/Her/Hers
  OFFICE: ************"
  02/11/2022: Received the following details from ***************** in Rates:
  "Hello Hannah,
  Attached is rate comparison for this customer. Over the years, secondary
  has been better for this customer, but more recently in 2021, residential
  has been more favorable.
  Please let me know if you have any questions. Thank you!"
  - In total, **************** would've been charged $611.00 more
  since 03/12/2015 if he'd been billed at the residential rate.
  02/15/2022: I called *************************** at ************ at 4:47 PM and left a
  voicemail referencing the inquiry and confirming that he benefited from
  being billed as he was, not on ** **** or ** ****.
  - Sent the following email:
  "Good afternoon, ****************.
  This email is a follow up from our conversation yesterday regarding the
  inquiry that was filed with the Eastern Better Business Bureau for the
  account at ****************************************.
  Per our ****************#s comparison, you benefited from being billed at
  the GS **** (Electric ************************* rate) since March 12th,
  2015, to the savings amount of $611.00. You have been switched to the **
  **** rate per your request made on January 19th 2022. In my voicemail, I
  indicated that you had a credit balance on the account of $202.11, but I
  noticed that this was because the February Energy **** had been reversed.
  I have had our ****************** correct this **** to reflect the
  residential service rate and rebill it appropriately, which you should see
  tomorrow.
  If you have any questions, please feel free to call or send me an email. I
  would be happy to further assist you.
  With regards,
  *************************
  CONSUMERS ENERGY
  Executive Customer Advocate
  She/Her/Hers
  OFFICE: ************"
  SUMMARY OF RESOLUTION
  1. ADDRESS RATE: **************** was being billed at GS **** rather
  than a residential service rate, as he failed to change his rate over when
  he finished building his home and obtained an occupancy permit.
  2. ADDRESS BEING DENIED RATE: **************** was not denied
  switching to the ** **** rate and this was completed for him on
  01/19/2022. Rates denied the rebilling at this rate because it is not a
  company error that the account was billed underneath a general service
  rate instead.
  3. ADDRESS REFUND: **************** actually saved $611.00 by being
  billed at GS **** since 03/12/2015.
  
  

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been trying to work with consumers since last summer to get a natural gas line installed to our house. We were originally told it would be oct/Nov for install and then it got moved to Dec/Jan and we still have no expected install date and its mid-January. It is nearly impossible to get a straight answer or expected date from consumers. We have been working with ********************* to try and get this issue resolved, but have had no luck. We have been trying to plan out our propane fills, which cost several thousand dollars, as well as planning to install a new hot water heater with the gas line. We are unable to plan any of this properly because we have been constantly getting the runaround with no tangible results. Between my husband and I, we have contacted ***** many times over the past 6 months and have only occasionally gotten a response. Her responses are always vague, waiting on someone else, and always pushed off further. I have asked again for a projected date and have not been responded to. We finally were able to pay for the gas line several weeks ago and continue to have no results. This is unacceptable and we would like a resolve.

  

  Business response

  01/12/2022

  Good morning, 

  The person in this complaint is not a member-consumer of Consumers Energy Cooperative.  We are an electric distribution cooperative serving 5 counties in central **** headquartered out of ************, ****.  Perhaps this customer was trying to contact ********************** in ********. 

  Please let me know if I can be of further assistance. 

  Thank you,

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

  Member Services Manager

  Consumers Energy Cooperative

   

  

  Business response

  01/25/2022

  01/18/2022 **:22:15 EST (RNRICHAR)
  CUSTOMER INFORMATION:
  *********************
  Account number: ***** (electric)
  ****************************************************************************
  Dates of service: 07/23/2021 to present.
  Email: *******************
  INITIAL CUSTOMER CONTACT:
  01/18/22 - **:26 PM - I left a voicemail message for *********************** at phone
  number ************ - letting her know that we have her inquiry placed
  with the Eastern Better Business Bureau (BBB) regarding her concerns with
  getting new gas service set up. I will be asking Customer **********************
  Management and our **************** to look further into these concerns
  and follow up. I also provided my direct phone number in case of any
  additional questions in the meantime.
  ASSIGNING TO CUSTOMER ********************** MANAGEMENT (CEM) COMPLAINTS WITH OPERATIONAL
  AND FINANCIAL PLANNING COMPLAINTS (SCHEDULING) FOR SUPPORT.
  01/25/2022 10:46:22 EST (RNRICHAR)
  RESOLUTION PROVIDED BY *********************:
  TIMELINE:
  08/19/21: Request generated
  08/20/21: Request submitted to ***
  **** left message for customer
  08/24/21: *** spoke with customer a sent email with further contact info
  and an app for customer to return.
  09/01/21: *** sent email to customer asking if he#d like to proceed.
  Customer respond with a yes and stated that he is still working on app.
  **** assigned request to design (***********************) from
  customer#s positive response
  09/10/21: Sent update to customer that this is with design
  09/23/21: Sent update to customer that design is still working on request
  10/05/21: Sent an email to design for update. Also spoke to customer to
  give update
  10/20/21: Spoke with ****** regarding delay and that I am waiting on
  final designs. I hope to have project installed by 11/29.
  11/06/21: Sent an email to design for update. Also updated the customer
  that design is a bit behind and hoped to it completed soon
  11/18/21: Sent an email to design asking for update.
  *Updated customer (****)
  **/02/21: Updated customer and verified septic and well. Sent over
  tentative design
  *Sent email to design asking for update on final
  design
  **/10/21: Sent email to design asking them to upload final design
  **/16/21: Sent email to design asking them for update on permitting and
  Environmental
  *Updated the customer
  **/21/21: Updated the customer that we are awaiting permit from
  municipality and customer payment
  **/28/21: Updated the customer that we are awaiting permit from
  municipality and customer payment
  01/05/22: Received permits. Still waiting on customer payment
  DELAY IDENTIFIED BY ***********************:
  Last year our company began the **** ************ Delivery Plan) projects
  and workload is much larger than historically. Capacity became a problem
  and hiring during the pandemic brought on an extra challenge. While
  juggling the various priorities of the Gas Distribution work, this project
  is one that took longer than normally planned.
  CUSTOMER CONTACT SUMMARY:
  1/19/22: I left message for customer
  1/21/22: I spoke to the customer regarding complaint as detailed in the
  bullets above. I shared that the project is scheduled for a 2/15/22
  completion date and she respond with, #That will work.# The customer
  expressed gratefulness with my resolution of the concern. I will coach ***
  on our escalation process for items that go passed due.
  SUMMARY OF RESOLUTION:
  - (*Address new gas service # Delays) There was a design delay
  from 09/01 # **/20. Design confirmed that last year our company began the
  **** ************ Delivery Plan) projects and workload is much larger than
  historically. Capacity became a problem and hiring during the pandemic
  brought on an extra challenge. While juggling the various priorities of
  the Gas Distribution work, this project is one that took longer than
  normally planned.
  - (*Address lack of communication of a date confirmed) the lack
  of a confirmed date was due to the design delay. We will coach the
  employee involved on our escalation process for items that go past due.
  - (*Timeline) A timeline is included above.
  - (*Completion) Completion date is scheduled for 2/15
  CLOSING CUSTOMER INQUIRY AS OF 01/21/22.
  01/25/2022 10:53:52 EST (RNRICHAR)
  FOLLOW UP QUALITY CHECK:
  01/25/22 - 10:54 AM - I left a voicemail message for *********************** at phone
  number ************ - reviewing the summary of the resolution and
  providing my phone number in case of any additional questions in the
  future.
  
  

  Customer response

  01/26/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

  The customer service person, Keon, had said that they may be able to push up the date of install sooner than the newly scheduled feb 15. I tried to email Keon to see if this was possible and also called ***** back and left a voicemail about this and have not heard back from either. I would like the date to be pushed up because feb 15 is still quite a while away. 

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

  

  Business response

  02/02/2022

  I was able to have feedback from Scheduling today regarding the accommodation of  a sooner date for your project.  At this time your project is scheduled to start on February 7th and will last approximately 3 days.  Please note that weather or gas emergencies may cause delays but a Scheduling representative will align with you in this occurrence.  Please dont hesitate to let me know if there are any further questions.

  Customer response

  02/02/2022

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

  Better Business Bureau:

  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

  01/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  we ordered the thermostat from consumer energy online store because they sent us email about the Smart Thermostat Program. We paid and followed the instructions enrolled. Now today we got an email stated that we were charged additional $80 for not enrolling the program! What a lie! Can not believe you lured customer this way!

  

  Business response

  01/18/2022

  01/13/2022 08:54:17 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  *********************
  ACCOUNT *******************************************************
  Dates of Service: May 7, 2016 - Present
  Email Address: ****************
  **********
  INITIAL CUSTOMER CONTACT:
  1/13/******* am
  I called Xiaole **** at ************ and told him we received the inquiry
  he placed with the BBB regarding the Smart Thermostat Program. I
  explained it has been forwarded to our Energy Efficiency team who will
  investigate and follow up within the next few business days.
  ASSIGNED TO ENERGY EFFICIENCY SPoC 1/13/22
  01/18/2022 08:53:48 EST (DJLOUCKS)
  1/18/22 - sent email reminder to Energy Efficiency that this CORP
  complaint is due on Wednesday, 1/19/22.
  01/18/2022 10:00:40 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  The following information was provided by *************************** from Energy
  Efficiency:
  ******** the implementation contractor for the Smart Thermostat Program
  worked with the customer for a resolution.
  Uplight's ************* team made contact with the customer on 1/14/22 at
  3:15 pm via email to explain to them that they only successfully enrolled
  two of the three devices which led to the third device being charged back.
  Uplight let the customer know they were refunded the $80. One of
  Uplight's agents followed up with a phone call to walk them through the
  enrollment flow. They stated they would go through the process themselves
  later that evening and they are satisfied knowing they were refunded for
  the chargeback.
  Following is the email that was sent to ************:
  Hello Xiaole,
  Thank you for reaching out in regards to the chargeback you received
  related to your order Consumers_00839246 placed on 09/27. According to our
  records, you successfully enrolled your device (serial number
  *************** in the ********************** Smart Thermostat program on
  11/29/2021, but your device (serial number *************** was not
  enrolled at that time and remains unenrolled.
  We apologize for the confusion surrounding the enrollment process for your
  devices. A refund for your chargeback in the amount of $80.00 has been
  credited to the account of your original payment method.
  An agent will reach out to you by phone to walk you through the enrollment
  flow if you would like to enroll your thermostat (serial number
  *************** in the program as well.
  Please do not hesitate to reach out with any questions you might have - I
  am happy to assist you.
  **********
  SUMMARY OF RESOLUTION:
  ADDRESS PURCHASE OF THERMOSTAT:
  This customer has purchased a total of three devises under account
  #************.
  15AA01AF401901Q7 purchased on 6/9/20
  11281J3DB0AXNF and 11281J3DB07Q7F purchased on 9/27/21
  ADDRESS ENROLLMENT INSTURCTIONS:
  When customers check out on the Marketplace, they receive email marketing
  to encourage and help with enrollment. This customer successfully
  enrolled two devices: 15AA01AF401901Q7 enrolled on 6/27/20 and
  11281J3DB07Q7F on 11/29/21. The customer did not complete enrollment for
  device **************.
  ADDRESS EXTRA CHARGE FOR NOT ENROLLING - WAS CUSTOMER ENROLLED AND EXPLAIN
  PROGRAM:
  When customers check out on the Marketplace, they are able to purchase
  their device of choice at a discount when they claim the Demand Response
  program enrollment incentive. When they check out claiming the incentive,
  they commit to enrolling their device in the program. If they do not
  enroll their device in the program, they are charged back the enrollment
  incentive (after several attempts to contact the customer to remind them
  to enroll their device or be charged the incentive cost). Since this
  customer did not successfully enroll a device for which they claimed a
  Demand Response incentive, they were charged back. The implementation
  contractor, ******** systems appear to be working as intended.
  ADDRESS $80 REFUND:
  Due to the fact this is a formal complaint, Uplight's customer care team
  will refund this customer the $80 chargeback.
  CUSTOMER INQUIRY CLOSED AS OF 1/14/2022
  FOLLOW UP/QUALITY CHECK:
  1/18/22 10:25 am
  I called Xiaole **** at ************ and confirmed Uplight's customer care
  team was able to address his concerns and he stated yes they had addressed
  them.
  
  

*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. ↩