Airzip Internet Inc

01/03/08:50:EST *** ** *** (***)CUSTOMER INFORMATION: Mr*** * *** CA# *** *** * *** *** *** *** ** ***Dates of service: 06/05/- present.01/03/08:56:EST *** ** *** (***)THIS HAS BEEN ASSIGNED TO THE ASP GROUP FOR RESOLUTION.01/05/
07:32:EST *** ** *** (***)RELEVANT ACCOUNT INFORMATION:- Mr*** was enrolled in the "Comfort Care - Gold" Appliance Service Plan (ASP)This covered his furnace and Central Air Conditioner with a cash allowance if the covered appliance would need to be replaced.SUMMARY OF CUSTOMER CONTACT:01/03/18: 9:AM - I called *** and got voicemailI left a message indicating that someone with the ASP group would be in touch to resolve his concerns.01/04/18: *** *** with the ASP group called and spoke with Mr.***.- The ASP plans were explained.- *** offered to review the invoice for the stove repair when it's completed for a partial or full reimbursement as the repairs adhere to the terms & conditions of the ASP program.- *** has waived the day waiting period.- Mr*** has requested to be upgraded to the Kitchen Care base plan.- New billing was explained for the upgrade.- *** sent the following email to Mr***:Mr***, I appreciate you taking the time to speak with me todayPlease respond to this e-mail with the invoice for your stove / oven repairAs a review of our conversation, I have agreed to waive the day waiting period on the Kitchen Care Appliance Service Plan you requested to be enrolled in (coverage includes: furnace, water heater, stove / oven, refrigerator), I also agreed to review the invoice for the repair that you are having done on your appliance and to cover the labor and cost that would have been covered under the Appliance Service Plan you are now enrolled on.Please e-mail me if you would like this summary amended or if there#s anything else I can do to help moving forwardI look forward to receiving the invoice for your repair, sir.*** ***Tech Specialist I- We are now just waiting on the customer to forward the invoice for review.SUMMARY OF RESOLUTION:- ASP Cancellation: The customer decided not to cancel and has upgraded his plan to include his kitchen appliances.- Plan coverage: Previous plan (Comfort Care - Gold) covered the Furnace & Central Air Conditioner with cash allowance if they needed to be replacedThe new plan (Kitchen Care) covers the Furnace, Water Heater, Stove & Refrigerator.COMPLAINT CLOSED 01/04/

*** *** - *** *** ** ***Dates of Service: 10/11/2014-PresentI spoke with Mr*** on 3/24/at 12:PMI apologized for the way he was treated by our Contact Center Rep.I also verified his service was reconnected the same day, 03/23/He said this was correct because the
meter is a smart meter and only required us to place a reconnection request, not send someone outHe said *** stated that we would have to send someone out to reconnect his meter and because it was after PM, the reconnection wouldn't take place until the next day.He said his wife called back and spoke with a woman who placed the reconnection for the smart meterMrs*** said the customer service repon the phone was the most pleasant person and the epitome of customer serviceHe wanted us to be aware of this as well.I let Mr*** know I would provide this information to the contact center for follow up from ***'s bossHe thanked me for calling.I've assigned this inquiry to *** ***, cc *** ***.03/24/14:36:*** W*** (BW***)This has been assigned to *** ***.03/30/15:08:*** W *** (BW***)I received the following information from *** *** on 03/30/2016:The security deposit ($135.00) and reconnect fee ($50.00) have both been credited back to the customer's account*** has tried to call the customer several times, but has not gotten an answer from the customer yet.He is looking to speak with the customer to give an apology for any wrong actions he feels the supervisor had towards him.I will give an update once we speak to the customer but as of now issue is resolved outside of direct communication with the customer.The total balance owing is: $

08/14/10:05:EST *** W*** (BW***)CUSTOMER INFORMATION:*** *** / / *** *** ** ** GRAND RAPIDSDates of Service: 12/03/- PresentRELAVANT ACCOUNT INFORMATION:- Previous repair call was completed on 07/14/2017, the evaporator motorwas replaced- Second call was placed
on 08/04/2017, customer requested a differentappliance repair company than ivieserv- An "Aggressive Behavior" code was added to the account on 08/14/2017- Complaint assigned to Joshua Hanger, Jody Tupper, and Jennifer OlejnikCUSTOMER CONTACT SUMMARY:- Left message on 08/14/at approx10:AM at phone number###-###-####08/16/14:51:EST *** W*** (BW***)- *** *** left messages on 08/15/and 08/16/2017, at 12:PM and11:AM, respectively- *** mailed a letter for closure on 08/16/2017:Dear Ms***,I#m pleased to inform you we#ve had a chance to review your concernsplaced with the Eastern Revdex.comI am deeply sorry for thetime it took to have your fridge repaired and can understand how thiswould be frustrating.We attempt to service our customers within three business days or sooner.Please understand, that sometimes we are not able to provide weekend orsame day serviceWe offered the option to expedite your second order tohave someone out to repair your fridge within the three business daywindow.Food loss may be covered by your Home owner#s insurance policyPleasecheck with your insurance company to see if this is an optionTheAppliance Service Plan does not cover food loss as part of the terms andconditionsI apologize that we are unable to provide reimbursement forthe lost food.If you would like to have your Appliance Service Plan cancelled, or haveany other questions, please contact me directly at ###-###-####.Thank you,SUMMARY OF RESOLUTION:- ASP - Refrigerator repair - Delays in repair (twice)Resolution: The first order was placed on 07/07/The contractor wasable to be out on 07/10/2017, but the customer denied the jobThis orderwas completed on 07/11/The second order was placed on 08/04/2017and the fridge was repaired on 08/07/2017.- Address cancelling ASP as customer requestsResolution: Ms*** hasn't cancelled her ASP as of todayWe did notcancel it through the complaint process because she states she will becancelling; she didn't ask to have it cancelled.Corporate Complaint closed 08/16/

We have yet to even hear from CE on our opt out meter they said we would be hearing from them as we have the right to opt out per there agreement with MPSC The faulty ground was faulty from the time we purchased the house theres no way this could be the cause as this would have caused the previous year to be abnormal

11/16/13:59:EST *** N*** (EN***)*** M *** ***5*** *** *** ** *** CITY MI 49329-9712ACCOUNT INFORMATION:-Prior complaint regarding the same matter was filed back in April 2017-*** *** provided the following information for resolution at thattime:I met with
customer *** *** on Saturday, May 6th about theconcerns he has with the tree work we did on his property.We discussed the protocol for a wooded area such as his and that any moweddebris does get left onsiteWe discussed why this is and I assured himthat vegetation will come back up to fill in the void and the debris ismowed low to the ground so it is more aesthetically acceptable and willdecompose quickly.There were some small, dead scotch pine trees that he felt should beremovedThey were trees that were more than likely not going to fall onthe lines but they will be quick removals so I marked them with an #X# toappease him.We discussed the property markers he said the crews destroyed as wellHehas been emailing the Trees IncForeman *** *** about setting up ameeting but has been telling *** the same thing about only beingavailable on the weekends.The property markers that the customer said he had were just wooden stakesabout 1.5# tall and were not official survey markersThe customer wasunder the understanding that they wereMost likely the stakes weremarking the location of where the actual survey pins are beneath thesurface.I explained that whoever did the survey would be able to let him know ifthere were pins buried where the stakes were putIn either case, we didnot mow deep enough to destroy survey pinsThe customer understood this.Customer seemed alright with how the meeting went and appreciates uscoming back out to remove the other dead treesHe also requested that Iemail him a list of utility friendly trees to plant under the lines.-On 11/14/this was sent to PO Box: *** *** *** *** andcopied to *** ***Inquiry is due on 11/20-This was forwarded to *** ***, *** ***, *** *** and *** for follow up-*** *** responded and stated the following:I#ve dealt with a number of the same complaints from this customer forsome time nowThe major piece of information he beli*** I left out wasthat he thinks I admitted him the work we did was outside of our ROW.That is what he said we did from the beginning but we did our usual 30#and I have not told him differently.He was mad that we mowed the ROW, says we took out too many trees, andclaims we destroyed a survey markerWe did not do anything out of theordinary, we do have an easement, and we did not destroy a survey markerPreviously, I have been in email, phone, and on site contact with thiscustomerHe wanted $10,for damages which was denied and the customeralso contacted *** *** and filed a complaint with the Better BusinessBureau with them as well.Legal is preparing a letter to send to Mr*** to close out thismatter11/17/10:02:EST *** N*** (EN***)-The following letter has been mailed by our legal department:November 16, 2017Mr*** *** *** *** *** City MI 49329Re: Vegetation Management ComplaintDear Mr***:I#m litigation counsel for Consumers Energy Company (#Consumers#)Yourecently filed a complaint with the Michigan Public Service Commission(#MPSC#) regarding Consumers# vegetation management project on the abovereferenced propertyConsumers has held and maintained an express easementacross the subject property since I have enclosed a courtesy copy ofthe easementIt provides the utility with the right to access theproperty and cut down any trees that may interfere with the power linespresently installed on the property.The MPSC requires that Consumers engage in a line clearance program toaddress treesand vegetation that can affect the reliability and safety of Consumers#electric distribution system.For distribution power lines, Consumers will cut down trees and brushgrowing within fifteen feetof either side of its power linesThis is a minimum standard used by theUtilityYou will notethat the included easement gives Consumers the right to trim or remove anytrees that maythreaten to interfere with the maintenance of the power lines installed onyour property.Consumers# forestry department has reviewed the scope of the workperformed at your property.It determined that the Utility#s tree contractor#s clearance width wasconsistent with Consumers#tree clearance standardConsumers does not compensate property owners forcut trees and brushwhen the Utility has acted consistent with its legal rightsHowever, ifyou are asserting thatConsumers# contractor damaged your damage in some other way, pleaseprovide me at yourearliest convenience with whatever documentation you have with respect tothe damage and I willreview it.Very truly yours,Attomey ;y *** M***COMPLAINT CLOSED 11/17/

03/02/12:08:EST *** R *** (HR***)CUSTOMER INFORMATION*** *** / *** *** ** *** MI 48889-9756Dates of Service: 11/21/2009-PresentCUSTOMER CONTACT SUMMARY03/02/2018: I called *** *** at ###-###-#### and left a voicemailreferencing the inquiry and requesting that
he contact me back to addresshis concerns.03/06/11:27:EST *** R *** (HR***)RELEVANT ACCOUNT INFORMATION03/06/2018: I performed a communication test on the meter to ensure thatit was sending/receiving information correctly and it passed this test.- I took a remote read of "***," meaning that there'd beenkWh used in days (last meter read: 02/22/2018), or roughly kWhper day.- The meter was installed and active as of 05/13/andtested prior to its installation on 04/13/at 100.02%.WINTER USAGE COMPARISONBILLING CYCLE USE11/22/2013-12/23/kWh12/24/2013-01/24/kWh01/25/2014-02/21/kWh02/22/2014-03/25/...⇄ CONTACT SUMMARY (CONTINUED)03/06/2081: I called *** *** at ###-###-#### at 11:AM and left avoicemail referencing the inquiry and requesting that he contact me backto address his concerns.Since I have been unable to reach Mr*** by phone, I am sending thefollowing letter for closure:March 6th, 2018*** *** *** **Sumner MI 48889-9756Account #: ***Dear Mr***,This letter is in response to your inquiry with the Revdex.comregarding your account at *** *** ** ***I understand that you hadsome concerns about your recent billing.I was able to look into your concerns and performed a communication teston the meter todayIt passed this check, meaning that the meter issending and receiving usage information correctlyI also took a remoteread of "***," meaning that there'd been kWh used since February 22,or roughly kWh/dayWhen viewing your Energy Use Details, I can seethat you typically averaged 15-kWh per day until December 26, - atthis point, your usage increased to an average of 25-kWh per dayAs ofJanuary 15, 2018, you were averaging 20-kWh per day until February 11,2018, where we see it decrease back to 15-kWh per day.Additionally, I found that the electric meter was installed at thisaddress on May 13, and tested prior to its installation on April 13,at 100.02%This is within the Michigan Public Service Commission'sstandard for accuracy (98-102%), meaning that the meter is workingcorrectly and reporting your usage accurately.While we can tell you how much energy is being used and when, we#re unableto tell you how it#s being usedPlease feel free to view your usageonline via your Energy Use Details page or look into our energy efficiencyprograms at ***.Sadly, I was unable to reach you by phoneIf you have any additionalquestions, please feel free to call or send me an emailI would be happyto further assist youMy contact information will be listed below.With regards,*** ***Customer Care RepresentativePhone: ###-###-####, Email: ***.***@cmsenergy.comSUMMARY OF RESOLUTIONHIGH BILL CONCERNS: The meter tested accurately prior toits installation and passed a communication checkWhile this is thehighest winter usage that the customer has experienced in the last fiveyears, this could be attributed to the increased accuracy of the smartmeter compared to the analog meter, the colder temperatures, and potentialchanges the customer may have made in their homeIn comparison to their12/19/2014-01/21/billing cycle, it's a kWh increase, which comesto about a 5-kWh per day increase on average.COMPLAINT CLOSED: 03/06/2018Tell us why here

11/02/14:19:EST *** W*** (BW***)*** *** **C / / *** * *** ** *** ***Dates of Service: 10/30/- PresentRELEVANT ACCOUNT INFORMATION- Service was reconnected on 10/30/at 7:PM- Assigned to *** ***CUSTOMER CONTACT SUMMARY- I spoke with Mr*** on
10/31/at 9:AM- I apologized for the way he was treated and for the missed commitment- I let him know that I would ask Call Center Management to follow-upwith him- I also offered him a $amends- Mr*** was happy with this11/02/14:14:EST *** W*** (BW***)- *** *** provided a resolution on 11/02/2017- Mr*** reached out to me on my personal line at 1:pm thisafternoon, and we were able to resolve his complaint.- As indicated from *** and *** M, the customer has been offered $150as amends for the poor experience with us.- I assured Mr*** I would oversee the application of this credit tohis accountMr*** wanted me to pass along he felt mistreated by theprevious supervisors he spoke with, which I indicated I would relay themessage.- Mr*** felt that our communication with him was poor, and that wasthe main driver of his complaint.- I asked Mr*** if he considered me passing along his concern withprior supervisors, and overseeing the amends are applied to his account asa resolution to his complaint, to which he replied yes.SUMMARY OF RESOLUTION- Delays in Turning on GasResolution: The delay in restoring gas is due to the influx of gastuorders, as it's started to get cold outsideAlso, any gasemergency in the area may have affected how quickly we got out to restorethe service.- ReimbursementResolution: We have offered a total of $in amends to Mr***'account and he has accepted this.- DamagesResolution: There were no damages because the pipes didn't freeze in thebuilding.- Completion DateResolution: The service was restored on 10/30/2017.Corporate complaint Closed 11-2-2017Tell us why here

05/10/13:45:EST DEBORAH J LOUCKS (DJLOUCKS)Dates of Service: Prior to June - Present***RELEVANT ACCOUNT INFORMATION:Current Balance: $89.24***Month Electric Usage History04/25/05/28/1,28005/29/06/24/75906/25/07/27/1,12807/28/08/24/
1,04308/25/09/23/1,55409/24/10/22/1,32510/23/11/25/1,22111/26/12/30/1,23412/31/0...⇄ Smart meter installed 7/13/The meter tested at 100.04% accurate prior to installation.***Month Gas Usage History04/25/05/28/7.005/29/06/24/3.106/25/07/27/2.207/28/08/24/1.808/25/09/23/2...⇄ Communication module added to gas meter 7/13/17, same meter at the home.***CUSTOMER CONTACT SUMMARY:5/10/2:pm- I called *** *** at *** and left a voicemail explaining I received the inquiry he placed with the Revdex.com regarding the usage at his homeI asked that he return my call at his earliest convenience to go over his concernsI also left my call back number.05/10/16:44:EST DEBORAH J LOUCKS (DJLOUCKS)- Mr*** returned my call and we spoke of his usage concernsHe talked about the improvements he has done at the home such as new windows, doors, replaced the roof and added sidingI talked about the difference in the weather this year compared to last and that it was more like the winters of & I went over his gas usage being higher back then and his improvements may have kept it from being even higher this winterI also let him know that he has the same gas meter but in July we added a communication module but it doesn't have anything to do with recording the gas usage.- We then talked about his electric usageI told him that in July we did replace his electric meterI let him know that when I looked at his usage I found that it started increasing prior to the new meter being installedI asked if they had replaced any appliances and he only talked about replacing their electric dryer with a gas oneHe also talked about replacing their garage.- I went over with him that I can see his highest usage this winter was in January at 3,kwhI told him I would be happy to have his meter tested and he stated that he had to go into a meeting and asked if we could continue this tomorrow and I told him yes.05/11/12:43:EST DEBORAH J LOUCKS (DJLOUCKS)5/11/12:pm- I called Mr*** at *** and we again talked about his electric usageHe asked if I would still have the meter checked and I told him we could test his meter as I had offeredThat is scheduled for Tuesday, 5/15/from 12:- 3:pmI let him know I will give him a call back after I have the results of the test.05/15/14:43:EST DEBORAH J LOUCKS (DJLOUCKS)***5/15/- Meter tested at 100.00% accurate with no shorts or grounds found.***5/15/2:pm- I called Mr*** at *** and left a voicemail explaining I have the results of the meter test and asked that he call me back at his earliest convenienceI also left my call back number.05/15/14:57:EST DEBORAH J LOUCKS (DJLOUCKS)- Mr*** returned my call within a few minutes and I went over the meter test resultsI let him know the meter tested at 100.00% accurate and that I would be sending him a certification of the meter test for hisrecords.- I also let him know that I reviewed his usage so far this billing cycle and let him know that we are about half way through the billing cycle and he has used on kwhI told him that if his usage stays the same he will come in less than kwh for the month which is about half of what he used last monthHe told me he would just keep an eye on his usage and if he has any additional questions he will give me a call backHe thanked me for following up and ended the call.***SUMMARY OF RESOLUTION:5/15/18- The gas usage at the home has been very similar from year to yearThe same gas meter is at the home but a GCM was installed on 7/13/A smart meter was installed on 7/13/and it tested at 100.04% accurate prior to installationThe electric usage increased beginning January prior to the new meter being installed.- The customer stated they had replaced some appliances as well as their garage which may have been the cause of higher electric usage.- Meter was tested on 5/15/and it tested at 100.00% accurateThe customer was made aware of this and will keep an eye on future usage.***CUSTOMER CONCERNS TO BE ADDRESSED:Gas usage has been in the same range for several yearsThe same meter is on the home but a GCM was installed on 7/13/A smart meter was installed on 7/13/and meter tested at 100.04% accurate prior to installationAs a resolution for the complaint the meter was tested on 5/15/and it tested at 100.00% accurate.Complaint closed 5/15/

01/20/16:05:EST *** * *** (***)Account number *** *** ** *** ***Linwood MI 48634Dates of Service: July 1, - PresentI have remarked the account.***1/20/- Assigned to: *** ***1/20/- At 4:pm I called *** at ***
and let him know thatI had received the inquiry he placed with the Michigan Agency for Energy(MAE) and have forwarded it to our Appliance Service Plan (ASP) departmentand they will be following up with him within the next couple of businessdays.01/25/15:12:EST *** * *** (***)1/25/- I received the following information from *** ***:Called Mr*** on 1/24/and left a voicemail asking him to call meback.After reviewing the account and speaking with the customer, following isthe chain of events:On October 21, the customer called in a service order for his rangeand it was assigned to a contractorThe contractor called the customeron October 24, and diagnosed over the phone with the model and serialnumbers provided by the customerThe customer told him it was flashing aGE error codeThe customer order was rescheduled on November 25, 2016stating they needed to cancel per the notes from the contractor.On November 26, another repair order was created and gave to the samecontactorThey arrived at the customer's home on December 2, andthe technician told the customer the part needed was no longer available.He also told the customer he had disconnected the wires from theoven/broiler so it could not be used any more for safety.The customer was offered the Appliance Service Gold Plan but it was not ineffect when the issue with the range beganHe requested the Gold Plan onNovember 28, The customer was denied a claim on the Gold Plan forthe range as this was a prior conditionCustomer also stated he was toldhe had the service plan from January 29, which was not accurateHewas enrolled on July 5, 2016.During my conversation with the customer he voiced his concerns about atechnician not coming to the homeHe felt we were not giving him what hepays for and he thought that was very unprofessional and not a goodpractice on our end.I apologized to the customer and we agreed upon a $settlement whichis more than the $that would be reimbursed on our Gold PlanHe isalso keeping the Appliance Service Gold PlanHe has my phone number ifhe needs anything else.Final Resolution with *** *** January 25, 2017Mr*** satisfied with resolutionTell us why here

This company keeps saying returned payments they do not show the big payments that were madeThey will not explain why this bill is out ratios all the timeThe returned payments were not recent except the Oct one which wouldnt have been if they would have left the fraud offThey are accusing of name switching which their customer service employee on Friday March 29th said that *** could put in his nameJust because u get on a social media does not mean someone is together and noone denied being marriedWe have been separated and have not lied about itThis company left a voice mail on an answering machine giving my name and account information about my bill which is privateAs far as the payment agreement last year I'm sorry but 3,dollars was paid and I said I could not do a mth plan but they didnt listenThe Dollar turn on fee was not returned it was put on there after the turn onThey will not work with me at allI know this charges are wrongThey also have went to neighbors and harassed them asking questions and also calling people discussing and asking thingsThey will not do anythingI also was told several times I could get into a plan but then the other ladies say noThey say they help people but they dont they cause stress and care about noneBecause they are a major corporation they know we have a hard time getting people to listenMy mother was at the home but had to leaveThe guy didnt ask when she had to leave they just assumed the worstThis company has caused so much stress and they know that this bill along with every bill for years has been up to as much as and it never goes down even when the full payment is madeI cant get help cause of the fraud which is from returned checks years ago and should have been back then not years laterAs far as my husband he just moved back there and was staying with his mother and his brother and I have leftConsumers energy has no right to go to private informationI have done what I was told oh and also I was told if I paid the I could get I to a plan I begged them to listen to the conversation of different times and people who told me thisI paid it and then was told no I cantThis is another thing they do is tell u a million thingsHow can so many customers have the same problem? I have documents that I am going over from years of having theI want them to just agree to a payment plan like I was told when I paid the that 20% can be paid of the balance and service turned onI also want them to stop saying name switching to avoid a bill when I've asked several times about getting this figured out and also those outrageous turn on fees and stuff only make it harderAlso the lease does not have my name on it.
Revdex.com:
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 resolutionPlease type details here:]
Regards,
*** ***

[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
Revdex.com:
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,
*** ***

04/02/11:36:EST *** C ***n (JC***)CUSTOMER INFORMATION*** L *** / 3709*** *** *** FLINT MI 48506-3028Dates of Service: 11/01/- PresentCUSTOMER CONTACT SUMMARY04/02/| 11:AM- I contacted Ms*** on 04/02/at ###-###-#### to follon theconcerns she
submitted to the Revdex.com regarding herAppliance Service Plan (ASP) and reached her voicemailI left a messagewith my contact information and advised that I would be providing herconcerns directly to our ASP department to investigate furtherI toldher that after investigating this further, someone from that group wouldreach out to her to discuss a resolutionI advised that she call me ifthere were questions before hearing back.- This has been forwarded to [email protected] for resolution.04/10/13:52:EST *** C ***n (JC***)RELEVANT ACCOUNT INFORMATION- *** in our ASP department provided additional information regardingthis customer's inquiry.- Prior to enrolling in the Ultra Care Gold plan on 03/06/2018, thecustomer was enrolled in the Ultra Care Lite planThis coverage did notinclude repairs on her furnace.- In reviewing the call on 03/06/2018, *** determined that therepresentative that spoke with Ms*** misunderstood her request to haveher furnace covered by her service planThe representative believed thefurnace was not working at that time, which is why the appliance wasflagged as non-working.CUSTOMER CONTACT SUMMARY (cont.)04/10/| 12:30ish PM- *** contacted Ms*** on 04/10/to discuss her concerns further.She confirmed that when she called us on 03/06/2018, she simply wanted toadd the furnace coverage to her existing planAt that time there were noissues with her heating system.- *** verified that he reviewed the phone call from 03/06/anddetermined that there was a misunderstanding that led to her furnace beingflagged as non-workingHe indicated that he removed the flag so thatwill not be an issue going forwardHe also confirmed that he hasaddressed this with the representative as a coaching opportunity.- Regarding her Appliance Service Plan charges, *** confirmed that the$charged for the Gold plan is already in process of being removed.Ms*** indicated that if she is able to request a furnace repair shewould prefer to remain on ASP, but would have to speak with her partner.*** provided his contact information and advised she call him if shewould like to have that back on the account.- Ms*** was satisfied with the follow up and confirmed she had nofurther questions at the time.SUMMARY OF RESOLUTIONASP - Non working appliances and coverage/refund- A misunderstanding between Ms*** and the Appliance Service Planrepresentative that she spoke with on 03/06/caused her account to benoted that her furnace has pre-existing conditionsThis prevents arepair order from being created.- We've determined this was a mistake and have removed the note from theaccountThis will allow a furnace repair to be created in the future.- The total amount billed to Ms*** with the recent Gold upgrade($50.94) has been reversed and will reflect on the customer's next bill.- Ms*** has stated that she will likely remain on the ApplianceService Plan with the knowledge that we can repair her furnace, but has toverify it with her partnerThe customer will contact us with herdecision.Customer concerns have been addressed.Complaint closed 04/10/2018Tell us why here

12/03/10:40:*** s *** (*** *** *** * *** **, Ionia, account number *** *** ***.12/3/@10:42am I called and spoke with *** ***, I explained tohim that I was forwarding this concern to our ASP department to ensure theplan is set up as it should beI do see
it has been added and it isduring his grace period time until 12/17/2015.Assigned out to *** ***12/04/12:58:*** s *** (***I received resolution response from *** ***Escalation agent from ASP department contacted Mr*** 12/3/andexplained to Mr*** that we will override the grace period if anyrepairs are needed from now until 12/17/Also as a courtesy/apologywe are not billing the customer for the first months payment on theappliance service planMr*** was pleased with this resolution.Closed complaint 12/3/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12668039, 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,
*** ***

09/07/12:17:*** W*** (BW***)*** *** / *** / *** *** *** ** ** *** *** ***RAPIDSDates of Service: 03/22/2016Notes from previous complaint #***:The latest bill was kWhsThe bill prior to that was kWhs.We pulled a read on 08/02/2016, days after
the bill cycle read on07/25/This read showed kWhs of useIf the usage continues onthis pace, it will add up to kWhs for days.The usage appears to be due to seasonal appliances, like an airconditioner.Ms*** called back on 08/10/at 2:PMShe said that shekeeps her thermostat at or higher.I explained the same thing happened in my home; we keep the thermostataround and our bill jumped substantially this past month due to the hotweather.She said that she can't believe this bill is hers as she's spoken withothers in her complex and they haven't had bills over $100.00.Meter Test ResultsHeavy Load: 100.6Light Load: 100.4Overall %: 100.56The Meter Tech noted that he/she believes the high usage is caused by theAir Conditioning.09/07/12:19:*** W*** (BW***)I spoke with Mrs*** on 09/07/at approximately 12:PMSheprovided the same information as shown above regarding her neighborsShealso said that she's had an electrician out and someone will be coming outto look at her A/C unit.She said the meter technician said they couldn't believe she was usingthis much electricityThe note from the meter tech above contradicts herstatement.Mrs*** said that she was at work and asked if she could call meback at PM today.After getting off the phone with her, I looked at her daily usage throughour smart energy portal and found that her usage averaged about kWhsper dayThen on 06/17/2016, the usage rose quickly to at least kWhsper dayIt has stayed that high ever since.09/12/09:11:*** W*** (BW***)I received a voicemail from Mrand Mrs*** informing me they had anelectrician out to their home and the electrician found the neighbor's airconditioning was also being powered by their electric service.09/12/11:37:*** W*** (BW***)I spoke with Mrs*** on 09/12/at 11:AMShe said she had anelectrician out and it was their professional opinion that the apartmentbelow the customer was hooked in to their power and using electricitybilled to Mrs***'s meter.I explained that she will need to work with the apartment complex and thecustomer in the apartment who's possibly using electricity from herservice.She said she thinks the customer downstairs manipulated something to maketheir A/C usage be billed to Ms***'s accountI suggested that shecontact her local police department then, because that customer would thenpossibly be stealing from her.I let her know that I couldn't reduce her bill, she will need to work thisout with the apartment complex and the neighbor, if the neighbor washooked in knowingly or unknowinglyI also informed her there is a hold onher account through 10/12/to allow her time to work through this withher complex and the neighbor.Corporate Complaint closed 09/12/

03/07/2018: Received the following information from *** *** for closure: "There was a delay in receiving the easement information for Mr***'s request, which held the job approximately by one monthDue to this, I waived his WCC charge in light of customer service, as I felt he shouldn't incur this cost because of the delay with the confirmation on rights Once the job was released to our Scheduling department on 12/20/2017, we missed the install date range due to inclement weather - after these delays, the service was installed on 02/15/Mr*** was asking for a refund of his service contribution and I informed him that this isn't possible, as that is a direct charge and he is still receiving the service he requested." 03/07/17:59:EST *** R *** (HR***) - *** *** also advised that a damage claim had been filed on behalf of the customer and assigned to *** *** on 02/19/to handle his concerns regarding damages incurred by the delay of service - Received the following details from *** *** in Damage Claims for closure: "Mr***/*** *** *** was paid through Damage Claims for Rent, Construction Loan Interest, Pod Storage for months a total of $4,The check was mailed on 02/28/2018." - Sent the following letter for closure: March 7th, *** *** *** Company *** *** *** MI 48843- Account #: *** Dear Mr***, This letter is in response to your inquiry with the Eastern Revdex.com regarding the account at *** * *** ** ***I understand you had some concerns regarding compensation that you were requesting related to your new service request I was able to look into your concerns and found that we had waived the Winter Construction charge in light of customer service, due to the delays that you experienced in getting the services installed Additionally, I found that our Damage Claims department mailed a check of $4,to you on February to cover the amount you request per your claim If you have any additional questions, please feel free to call or send me an emailI would be happy to further assist youMy contact information will be listed below With regards, *** *** Customer Care Representative Phone: ###-###-####, Email: ***.***@cmsenergy.com" - "WCC" stands for "Winter Construction charge" SUMMARY OF RESOLUTION - The delays in the new service installation had been cause by both a delay in receiving the appropriate easement documentation and inclement weatherDamage Claims sent Mr*** a check for $4,to cover the costs he incurred as a result of the delays COMPLAINT CLOSED: 03/07/ Tell us why here

02/05/15:26:EST *** ** *** (***)*** * *** / *** *** * *** *** ** *** ** ***SERVICE DATES: 7/13/14- 11/20/AND 11/21/17-CURRE2/I called *** and was able to speak with Mr***I advised that I received his inquiry and will
be following up in the next couple of days once I've had a chance to fully review the accountHe stated that was fine and appreciated the call.02/12/15:08:EST *** ** *** (***)ACCOUNT INFORMATION:-There are two different service dates because the customer opt'd into Pay My Way and then opt'd back out-Total account balance is $due on 3/6/18-The bill cycle from 12/to 1/was for days for a total of kwh per day-Current bill cycle is for kwh per day from 1/to 2/for a day bill cycle-Over the last week the customer is using the following:2/kwh2/kwh2/kwh2/kwh2/kwh2/kwh2/kwh-From 12/to 1/customer used between 25-kwh per day with of those days over kwh per day-Where the last bill cycle was only days over k2014/customer averaged about kwh per day during the same December-January time-Meter is properly communicating with us and the usage is not out of line with past history and colder temperatures we have experienced this yearCUSTOMER CONTACTS:-On 2/I called *** and was able to speak with Mr*** about his accountI explained that we verified the meter is properly communicating and went over his usage from the current bill to the bill from December to JanuaryHe stated he was comparing it to the prior bill which was only KWHI advised because of their switching off from the Pay My Way program that bill was only for days which he was not aware ofI apologized for the frustrations with customer service and he appreciated the call and the clarificationI asked if he had any additional questions and he stated he was fine at this time.SUMMARY OF RESOLUTION:Customer aware smaller bill was the result of a shorter bill cycle due to being removed from Pay My WayAware last two bills are part of bill cycle and that the meter is properly communicating.COMPLAINT CLOSED 2/12/

10/11/16:34:EST *** R *** (HR***)CUSTOMER INFORMATION*** *** / 6359*** *** Rd *** MI 48809-8585Dates of Service: 09/29/2017-PresentCUSTOMER CONTACT SUMMARY10/11/2017: I called *** *** at ###-###-#### at 4:PM and left avoicemail referencing her inquiry and
requesting that she contact me backto address her concerns.10/13/10:44:EST *** R *** (HR***)10/13/2017: I called *** *** at ###-###-#### at 10:AM and left avoicemail referencing her inquiry and requesting that she contact me backto address her concerns.Since I have been unable to reach Ms*** by phone, I am sending thefollowing letter for closure:October 13th, 2017*** *** *** Rd*** MI 48809-8585Account #: ***359Dear Ms***,This letter is in response to your inquiry with the Revdex.comregarding the account at *** *** Rd ***I understand you hadsome concerns about a security deposit that was requested for thisaccount.I was able to look into your concerns and found that on September 13, youhad requested to start services at *** *** Rd ***A system errorcaused a security deposit to be quoted as a condition of service based onyour prior bankruptcy claim, but was waived after confirming that thebankruptcy had occurred more than years agoThis information has beenforwarded on to our Policies department to have correctedI apologize forthe frustration that this caused you, as this could have been removed atthe time of your original request.On September 29, you contacted our Customer Service department again andspoke with one of our representativesOnce the past due balance of$had been paid, we were able to create an account in your name at*** *** Rd ***The account has been active since.I apologize that you were not contacted by a supervisor within hoursper your request on September We value our customers and this is notthe high standard of customer service that we strive forI've forwardedthis concern to our Customer Service department to ensure we're respondingto supervisor callback requests in a timely manner.Sadly, I have been unable to reach you by phoneIf you have anyadditional questions, please feel free to call or send me an emailIwould be happy to further assist youMy contact information will belisted below.With regards,*** ***Customer Care RepresentativePhone: ###-###-####, Email: hannah.***@cmsenergy.comSUMMARY OF RESOLUTIONFACTA OR FRAUD: No FACTA or Fraud remarks were prompted onthis customer's information or accountADDRESS REASON FOR SECURITY DEPOSIT AND RULE: The systemmistakenly requested a security deposit due to a bankruptcy claim that Ms.***' had on fileThe rule states that a deposit will be required ifan existing customer "has sought any form of relief under the Federalbankruptcy laws within the last years."CUSTOMER ASKED FOR MANAGER AND SINCE ONE WAS NOT AVAILABLE,A CALL WOULD BE RETURNED, BUT IT HAS BEEN OVER HOURS: Notes on theaccount from 09/13/state that information was provided to asupervisor for callbackThe lack of follis being address with ourcontact center.COMPLAINT CLOSED: 10/13/

02/14/12:08:EST *** R *** (HR***)CUSTOMER INFORMATION*** *** *** Company / *** * *** ** *** MI 48855-6705Dates of Service: 12/20/2018-PresentCUSTOMER CONTACT SUMMARY02/14/2018: I called *** *** at ###-###-#### at 12:PM and we spokeabout his concernsI
informed him that I've forwarded this to our EnergyDelivery department and a representative would reach out to him to furtherdiscuss his concerns.Mr*** thanked me for the phone call and we ended our conversation.- Sent email to Operational and Financial Planning requestingthat they have the customer contacted to resolve their concerns.02/21/10:27:EST *** R *** (HR***)RELEVANT ACCOUNT INFORMATION02/14/2018: Received the following details from *** ***, a Senior Plannerin our Operational and Financial Planning department, for closure:"TIMELINE OF EVENTS08/23/2017: The new construction request for *** * *** ** *** wascalled in by a *** *** with *** *** *** Company.08/31/2017: The project was put on hold while waiting for a return callform the customer.10/12/2017: *** *** in our Customer Attachment Program departmentreceived a call back from Ms*** asking that we move forward ASAP.The request was assigned to *** ***, a Design Intern.- *** spoke with *** *** and confirmed the load information, what kindof service was needed, went over marking private utilities, and let himknow that an easement was needed.11/21/2017: *** called and left a voicemail giving the customer anupdate, letting them know their project was designed but that he waswaiting on verification if Consumers Energy had installation rights or ifan easement was needed.11/22/2017: *** spoke to Ms*** and let her know that we werewaiting for verification of installation rights and that we may need aneasementHe let her know that he'd read out to the Easement department toget an update.11/27/2017: *** spoke to Ms***, who emailed him the easementpaperworkHe let her know that he'd check on the easement status.11/28/2017: *** spoke to Ms*** and let her know that they werelooking at weeks out before getting the service installed.12/05/2017: *** spoke to Ms*** and let her know that he would bereaching out to the Easement department for an update.12/15/2017: The winter construction fees were waived per *** *** inour Customer Attachment Program department.12/15/2017: *** called and left a voicemail for Ms*** letting herknow that they'd see the bill in their email soon and reminding them toget their easement staked.12/18/2017: *** left a voicemail for Ms*** letting her know thatwe just needed the easement staked to move forward with the install andthat he'd be emailing her the bill.- The billing account for the project was created.- *** emailed Ms*** and let her know that the bill for the projectwas emailed to her and reminded her to get the easement staked.12/20/2017: The job was released to our Scheduling department and ***emailed Ms*** (the builder) stating this.01/08/2018: *** ***, a Scheduler, contacted the customer andnotified them that we were attempting to place this in the scheduled forthe week of 01/14/2018.- *** spoke to Ms*** and she stated she never receiveda callShe gave him an updated contact number, which he relayed toScheduling.- *** called *** to inform her that it may not be untilthe week of 01/14/due to weather putting us behind.01/23/2018: A new MISS Dig ticket was called in and good through02/09/2018.01/25/2018: *** spoke to Ms*** again to inform her of thedelays due to weather and that they'd push this out to the weekend of02/03/2018.02/08/2018: A new MISS Dig ticket was called in and good through02/13/2018-02/27/2018.02/09/2018: *** spoke to Ms*** to inform her that the weatheris still impacting the job with the snowstorm the weekend of 02/09/2018.02/12/2018: *** Alvarado, a Scheduler, spoke with the homeowner *** and advised that this is scheduled to be completed Thursday,02/15/2018."SUMMARY OF RESOLUTIONTIMELINE OF EVENTS: This is delated in the RELEVANT ACCOUNTINFORMATION section of the logREASON FOR DELAYS: Inclement weather caused several delaysin our work schedule, but communication was maintained with the customerWHEN WILL SERVICE BE INSTALLED: 02/15/2018, Mr*** is awareClosed Revdex.com 2-14-2018Tell us why here

11/01/12:16:EST *** A*** (JA***)CUSTOMER INFORMATION:*** ***CA# *** *** ** *** MI 48843-8658Dates of service: 09/05/- present.11/01/12:27:EST *** A*** (JA***)THIS HAS BEEN ASSIGNED TO THE ASP MANAGEMENT TEAM FOR RESOLUTION.11/03/07:36:EST
*** A*** (JA***)RELEVANT ACCOUNT INFORMATION:- Customer was enrolled in ASP (Appliance Service Plan) last year(08/26/- 08/25/17) and was billed yearly.- Because the customer was billed for the full year the prior year, arenewal was sent out for the next year to be billed the same way.- The cancellation was not processed until 08/31/17, resulting in thecharge being added to the customer's September bill and when not paid infull, a past due notice was sent on 10/13/17.- The cancellation has been completed and a credit applied to the accountfor the partial month that was billed along with the removal of thecharges for the full year.- This had not been sent to collections as it was not more than dayspast due.- The ASP representatives that the customer spoke to have receivedadditional coaching to prevent this from happening again.CUSTOMER CONTACT SUMMARY:11/01/17: 12:PM - I called ###-###-#### and got voicemailI left amessage indicating that the concern has been received and forwarded to theASP management team for resolution.11/02/17: *** *** w/ the ASP group attempted to call the customertwice, leaving voicemail messages.The following email has been sent to the customer:Ms*** -My name is *** ***, I'm the call center manager for the ApplianceSolutions CenterI received your concern about the cancelation that youattempted to complete in October.I wanted to assure you that the credit has been applied to the account,including an additional $credit to cover the day billing that waserroneously left owingThis debt was not reported to any creditreporting agencies.Please consider accepting my apologies for any frustration or concern thisissue may have caused you and yoursIf you have any further concerns,please call or e-mail me.Thank you again.*** ***ASP Solutions Center Call Center Manager***.***@cmsenergy.com###-###-####SUMMARY OF RESOLUTION:- ENROLLMENT: Customer was enrolled the previous year and automaticnotification of re-enrollment was mailed in July.- CANCELLATION: Our system shows that the cancellation was completed on08/31/17, however the charges had already been billed and were notproperly removed at cancellation.- BILLING: Because the customer was billed year in advance for theprevious enrollment period, the same billing was used for there-enrollment.- CSR PROMISES: CSRs have been coached to prevent this from happening inthe future.- PAST DUE: Because the cancellation was not processed prior to theSeptember billing being sent, and the full payment not made, this resultedin a past due notice being sent, which at this time is no longer active.- CREDIT REPORT: This past due was not forwarded to any credit reportingagencies because the debt was not yet days past due.COMPLAINT CLOSED 11/02/17Tell us why here