ComplaintsforConsumers Energy

• Initial Complaint

  12/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called consumers energy and requested to cancel a budget plan. They did not disclose to me that there would be a large balance due immediately if I cancelled. They went forward with the cancellation and then told me about the balance due $500.00. I asked them to reinstate the budget plan and they refused. Told me to go to the state for emergency help.

  

  Business response

  12/30/2021

  CUSTOMER INFORMATION
  *************************
  Account #: ***********
  *******************************************************
  Dates of Service: 09/23/2021-Present
  Email Address: ******************
  CUSTOMER CONTACT SUMMARY
  12/23/2021: I called ************************* at ************ at 4:45 PM and left a
  voicemail referencing the inquiry and requesting that she contact me back
  to address her concerns.
  12/29/2021: I called ************************* at ************ at 11:51 AM and we
  spoke about he concerns. I explained that I'd reviewed the phone call and
  confirmed that *******************************, a **************** representative in our
  ******* contact center, had stated that we could remove the Budget Plan
  from the account but that the balance "would have to be paid" - this was
  after **************** had expressed that they couldn't make their payment and
  were looking for assistance options. I told her that I felt that more
  options and explanation could have been offered, so I would be forwarding
  this on as a coaching opportunity.
  I confirmed with **************** that she had enrolled in the Shut-Off
  Protection Plan on 12/22/2021 by paying the $80.00 down payment and that
  her monthly payments (starting with the **** due 01/19/2022) would be set
  at $125.00. I reviewed the parameters of the Shut-Off Protection Plan, as
  well as how monthly payments for all our of payment programs are
  calculated. She understood this information.
  **************** stated that she'd applied for SER through DHHS and that she'd
  been approved for $768.20. I informed her that there was no hold or
  commitment on this account or her prior account for any amount from them
  and offered to reach out to our Energy ********************* to
  investigate.
  I provided **************** with my phone number and we ended our conversation.
  - Sent IM to ********************* asking about agency commitment. She
  recommended that **************** send a copy of the approval letter she
  received so that we could investigate further.
  I called ************************* at ************ at 12:42 PM and we spoke about her
  concerns. I provided her with my email address and asked that she send me
  either a picture or copy of her letter, which she stated she would. We
  ended our conversation.
  - Received PDF of approval letter from ******** County DHHS
  confirming that **************** was approved for $768.20 of non-heat
  electricity. Forwarded to Energy Assistance, who confirmed and placed
  30-day hold on account.
  I called ************************* at ************ at 1:39 PM and we spoke about her
  concerns. I confirmed that a 30-day hold had been placed to allow DHHS to
  send the funds our way and that, if they followed through with the full
  amount on her letter, she would have a credit of -$248.12, which would
  apply to her future bills. I encouraged her to reach out to her caseworker
  or the agency to ensure they made their commitment, which she stated she
  would.
  I asked **************** if she had any additional concerns that she'd like to
  address and she stated that she didn't. She was happy with the resolution
  and we ended our conversation.
  SUMMARY OF RESOLUTION
  1. ADDRESS NOT BEING INFORMED OF BALANCE DUE AT CANCELLATION
  OF BUDGET PLAN: This is inaccurate. ******* advised **************** that if we
  removed the program from the account, the balance would need to be paid.
  2. ADDRESS IF PLAN CAN BE REINSTATED/ASSISTANCE OR OTHER
  PAYMENT OPTIONS: The total balance of $520.08 was higher than the amount
  allowed for arrears to enroll in the Budget Plan, but **************** was
  enrolled in the Shut-Off Protection Plan instead. She was also approved
  for SER funds via DHHS for $768.20.
  COMPLAINT CLOSED: 12/29/2021
  ______________________________

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  12/30/2021

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

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  12/30/2021

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

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  

  Business response

  12/22/2021

  CUSTOMER INFORMATION:
  

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

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