04/02/11:17:EST [redacted] ( [redacted] ) [redacted] / [redacted] SERVICE DATES: 2/1/05-CURRENT-Assigned to ASP Complaints for follow up, inquiry is due on 4/9/1804/04/13:01:EST [redacted] ( [redacted] )- [redacted] with ASP responded with the following information: Premium Care, six months June to Dec - this customer does not have any outstanding ASP charges and the late payment charges he's referring to are for the utility portion of the billWe were out in 2013, the customer had a furnace repair, however due to the age of the service call we do not have further details of what took place.On 4/ [redacted] called and left a message for Mr [redacted] to contact him back.On 4/ [redacted] was able to speak with Mr [redacted] He explained the charges on the account were valid, but for customer satisfaction that he would be providing a credit on the account for the 96$Mr [redacted] was satisfied and appreciated the resolutionSUMMARY OF RESOLTUION:Customer did have ASP with us for six months and had zero outstanding ASP chargesThe outstanding charges were late charges due to the account not being paid on timeIn light of customer we agreed to credit the $to cover these charges and Mr [redacted] was satisfied.COMPLAINT CLOSED 4/4/
10/24/15:09:EST [redacted] C [redacted] (JC [redacted] )CUSTOMER INFORMATION [redacted] R [redacted] / [redacted] MI 48843-7053Dates of Service: 09/16/- PresentCUSTOMER CONTACT SUMMARY10/24/| 2:PM- I contacted Mr [redacted] at ###-###-#### to discuss the concerns that hesubmitted to the Revdex.comI apologized for his experiencewith the Appliance Service Plan and explained that I would be working withthat department to investigate this furtherSomeone from that groupwould then reach out to him to discuss a resolutionI provided mycontact information in case he had questions before hearing back.- I've forwarded this inquiry to [redacted] in the Appliance Service Plandepartment for resolution.10/31/10:51:EST [redacted] C [redacted] (JC [redacted] )RELEVANT ACCOUNT INFORMATION- Mr [redacted] was enrolled in the Appliance Service Plan (ASP) from05/30/- 10/17/2017.- We've reviewed the phone call between Mr [redacted] and the representativehe spoke with on 10/17/when he cancelled his planWe identifiedmultiple coaching opportunities related to the representative's knowledgeand setting customer expectationsThis will be addressed with therepresentative to ensure these calls are handled correctly in the future.- Mr [redacted] 's supervisor callback request was handled on 10/24/at12:PMAt that time, we offered to re-enroll the customer in ASP so wecould create a new repair order, but the customer was not satisfied bythat.10/30/| 4:PM- [redacted] with our Appliance Service Plan department contacted Mr [redacted] to discuss this furtherHe apologized for the missed appointment and forthe way the customer was treated on the phoneHe explained that we havereviewed the calls and will be taking appropriate action to ensure thesecalls are handled correctly in the future.- Mr [redacted] indicated that his ice-maker is still broken and wants itrepaired, but does not want to re-enroll in the Appliance Service Plan[redacted] agreed to have that repair completed in light of customer service.- Josh scheduled a repair order for 11/01/to be completed by aConsumers Energy technician.- Regarding compensation, Mr [redacted] accepted the amount he's already paidtowards the plan as long as we've agreed to repair his broken ice-maker.Josh provided him with his contact information and Mr [redacted] thanked himfor his assistance.SUMMARY OF RESOLUTIONAddress employee behavior and given incorrect information- After reviewing these phone calls, we've identified multiple coachingopportunities to address with the representatives Mr [redacted] spoke with.This will be handled internally to ensure these types of call are handledcorrectly in the futureAddress repairing broken ice maker and date- We've scheduled a new repair order for the ice maker to be completed on11/01/between 9:AM - 4:PMAddress being told that he can't speak to a supervisor- A supervisor callback request was completed on 10/24/at 12:PM.Still being unsatisfied, the customer asked to speak to anothersupervisor, but the supervisor he spoke with indicated no othersupervisors were availableThis is being addressed with that individualso they are aware how to properly escalate these types of inquiries in thefutureAddress compensation- Since we are completing the repair on his ice maker, Mr [redacted] confirmed he's seeking no further compensation.Customer concerns have been addressed.Complaint closed 10/30/Tell us why here
[redacted] MI 49224Account Number: ***Dates of Service: September 28, - Present [redacted] RELEVANT ACCOUNT INFORMATION:Usage History09/28/10/16/8910/17/11/14/- estimate11/15/12/16/40012/17/01/17/- estimate01/18/ 02/13/- estimate02/14/03/18/74303/19/04/15/26104/16/05/15/8905/16/06/16/10506/17/07/16/9...⇄estimate02/14/03/16/9603/17/04/16/16004/17/05/14/27205/15/06/15/31406/16/07/14/2...⇄ Smart meter installed 8/22/[redacted] CUSTOMER CONTACT SUMMARY:9/27/3:pm- I called [redacted] at ###-###-#### and left a voicemail explaining thatI had received the inquiry he placed with the Revdex.com andasked that he return my call at his earliest convenienceI also left mycall back number.09/28/09:10:EST [redacted] J [redacted] (DJ [redacted] )9/28/9:am- I called Mr [redacted] at ###-###-#### and spoke with him about his concerns.I let him know that a new meter was installed 8/22/and the usage hasbeen higher since that time which suggests that the old meter was notrecording all of the usage as it should haveI explained that the newmeters are more accurate.- Mr [redacted] stated that he didn't believe that as the usage didn't showhigher until December and it has stayed higher since thenHe also saidthat he was in Arizona from November - March so they weren't home duringthat time frame.- I asked if they had changed anything in the home or had any repairs doneand he said no.- I explained that I would not be able to offer him a Home Energy Analysisas they are only done at properties that we are the gas providerI lethim know that I could have the meter tested to confirm it is recordingusage properlyThat is scheduled for Friday, 9/29/from 12:- 4:00pm and I told him I would call him back after the meter is tested to goover the results.- I explained that if the meter tested fast that we would adjust hisbilling but if it tests good that we recommend he contact an electricianto check the appliances and wiring at the home.09/29/14:39:EST [redacted] J [redacted] (DJ [redacted] ) [redacted] 9/29/- Meter tested at 99.94% accurateNo shorts or grounds found andcustomer witnessed the test[redacted] 9/29/2:pm- I called Mr [redacted] at ###-###-#### and went over the meter test results.He is aware that our meter is recording his usage correctly as he spokewith the technician while he was testing itThe technician and myselfrecommended that he contact an electrician if he still feels his usage ishigher than he thinks it should beMr [redacted] thanked me for the followup.Complaint closedell us why here
04/02/11:17:EST [redacted] ( [redacted] ) [redacted] / [redacted] SERVICE DATES: 2/1/05-CURRENT-Assigned to ASP Complaints for follow up, inquiry is due on 4/9/1804/04/13:01:EST [redacted] ( [redacted] )- [redacted] with ASP responded with the following information: Premium Care, six months June to Dec - this customer does not have any outstanding ASP charges and the late payment charges he's referring to are for the utility portion of the billWe were out in 2013, the customer had a furnace repair, however due to the age of the service call we do not have further details of what took place.On 4/ [redacted] called and left a message for Mr [redacted] to contact him back.On 4/ [redacted] was able to speak with Mr [redacted] He explained the charges on the account were valid, but for customer satisfaction that he would be providing a credit on the account for the 96$Mr [redacted] was satisfied and appreciated the resolutionSUMMARY OF RESOLTUION:Customer did have ASP with us for six months and had zero outstanding ASP chargesThe outstanding charges were late charges due to the account not being paid on timeIn light of customer we agreed to credit the $to cover these charges and Mr [redacted] was satisfied.COMPLAINT CLOSED 4/4/
10/24/15:09:EST [redacted] C [redacted] (JC [redacted] )CUSTOMER INFORMATION [redacted] R [redacted] / [redacted] MI 48843-7053Dates of Service: 09/16/- PresentCUSTOMER CONTACT SUMMARY10/24/| 2:PM- I contacted Mr [redacted] at ###-###-#### to discuss the concerns that hesubmitted to the Revdex.comI apologized for his experiencewith the Appliance Service Plan and explained that I would be working withthat department to investigate this furtherSomeone from that groupwould then reach out to him to discuss a resolutionI provided mycontact information in case he had questions before hearing back.- I've forwarded this inquiry to [redacted] in the Appliance Service Plandepartment for resolution.10/31/10:51:EST [redacted] C [redacted] (JC [redacted] )RELEVANT ACCOUNT INFORMATION- Mr [redacted] was enrolled in the Appliance Service Plan (ASP) from05/30/- 10/17/2017.- We've reviewed the phone call between Mr [redacted] and the representativehe spoke with on 10/17/when he cancelled his planWe identifiedmultiple coaching opportunities related to the representative's knowledgeand setting customer expectationsThis will be addressed with therepresentative to ensure these calls are handled correctly in the future.- Mr [redacted] 's supervisor callback request was handled on 10/24/at12:PMAt that time, we offered to re-enroll the customer in ASP so wecould create a new repair order, but the customer was not satisfied bythat.10/30/| 4:PM- [redacted] with our Appliance Service Plan department contacted Mr [redacted] to discuss this furtherHe apologized for the missed appointment and forthe way the customer was treated on the phoneHe explained that we havereviewed the calls and will be taking appropriate action to ensure thesecalls are handled correctly in the future.- Mr [redacted] indicated that his ice-maker is still broken and wants itrepaired, but does not want to re-enroll in the Appliance Service Plan[redacted] agreed to have that repair completed in light of customer service.- Josh scheduled a repair order for 11/01/to be completed by aConsumers Energy technician.- Regarding compensation, Mr [redacted] accepted the amount he's already paidtowards the plan as long as we've agreed to repair his broken ice-maker.Josh provided him with his contact information and Mr [redacted] thanked himfor his assistance.SUMMARY OF RESOLUTIONAddress employee behavior and given incorrect information- After reviewing these phone calls, we've identified multiple coachingopportunities to address with the representatives Mr [redacted] spoke with.This will be handled internally to ensure these types of call are handledcorrectly in the futureAddress repairing broken ice maker and date- We've scheduled a new repair order for the ice maker to be completed on11/01/between 9:AM - 4:PMAddress being told that he can't speak to a supervisor- A supervisor callback request was completed on 10/24/at 12:PM.Still being unsatisfied, the customer asked to speak to anothersupervisor, but the supervisor he spoke with indicated no othersupervisors were availableThis is being addressed with that individualso they are aware how to properly escalate these types of inquiries in thefutureAddress compensation- Since we are completing the repair on his ice maker, Mr [redacted] confirmed he's seeking no further compensation.Customer concerns have been addressed.Complaint closed 10/30/Tell us why here
[redacted] MI 49224Account Number: ***Dates of Service: September 28, - Present [redacted] RELEVANT ACCOUNT INFORMATION:Usage History09/28/10/16/8910/17/11/14/- estimate11/15/12/16/40012/17/01/17/- estimate01/18/ 02/13/- estimate02/14/03/18/74303/19/04/15/26104/16/05/15/8905/16/06/16/10506/17/07/16/9...⇄ estimate02/14/03/16/9603/17/04/16/16004/17/05/14/27205/15/06/15/31406/16/07/14/2...⇄ Smart meter installed 8/22/[redacted] CUSTOMER CONTACT SUMMARY:9/27/3:pm- I called [redacted] at ###-###-#### and left a voicemail explaining thatI had received the inquiry he placed with the Revdex.com andasked that he return my call at his earliest convenienceI also left mycall back number.09/28/09:10:EST [redacted] J [redacted] (DJ [redacted] )9/28/9:am- I called Mr [redacted] at ###-###-#### and spoke with him about his concerns.I let him know that a new meter was installed 8/22/and the usage hasbeen higher since that time which suggests that the old meter was notrecording all of the usage as it should haveI explained that the newmeters are more accurate.- Mr [redacted] stated that he didn't believe that as the usage didn't showhigher until December and it has stayed higher since thenHe also saidthat he was in Arizona from November - March so they weren't home duringthat time frame.- I asked if they had changed anything in the home or had any repairs doneand he said no.- I explained that I would not be able to offer him a Home Energy Analysisas they are only done at properties that we are the gas providerI lethim know that I could have the meter tested to confirm it is recordingusage properlyThat is scheduled for Friday, 9/29/from 12:- 4:00pm and I told him I would call him back after the meter is tested to goover the results.- I explained that if the meter tested fast that we would adjust hisbilling but if it tests good that we recommend he contact an electricianto check the appliances and wiring at the home.09/29/14:39:EST [redacted] J [redacted] (DJ [redacted] ) [redacted] 9/29/- Meter tested at 99.94% accurateNo shorts or grounds found andcustomer witnessed the test[redacted] 9/29/2:pm- I called Mr [redacted] at ###-###-#### and went over the meter test results.He is aware that our meter is recording his usage correctly as he spokewith the technician while he was testing itThe technician and myselfrecommended that he contact an electrician if he still feels his usage ishigher than he thinks it should beMr [redacted] thanked me for the followup.Complaint closedell us why here