[A default letter is provided here which indicates your rejection of the business's offer.
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this offer appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
I closed the old account in August of 2014. If they kept it open until September of 2014 in order for a final bill to be paid there then that is fine, however after September 2014 that account should have been closed completely and no further payments should have been allowed to go to it (unless there was a balance and then only the amount of the balance should have been allowed to be placed on that closed account). I do not think a company should be allowed to take more money than what is on the account showing as owed. Either reject all the money and return it or return the portion of the overpay. They should not allow money to be just sitting in this closed account. My credit got hit now and I had a creditor calling me. I had paid it in full. Even if the account number was incorrect they should have sent that money back and said no balance is on this account. I thought I was paying my bill and never heard otherwise that I wasn't. That is not fair to a customer that thinks they are paying and they just keep that money in a closed account with at $0 balance. So now I have a hit on my credit score because they keep closed accounts with $0 balances open and allow money to be kept on that closed account. They only offered to refund the money that they kept allowing to go into that closed account after I questioned where that money was at if I had been paying and could show they cashed my checks. The fact that they kept that money and then had the audacity to send me to collections for nonpayment is unacceptable in any way! I was paying my bills - they should have sent the money back if the checks were going to a closed account and said there is no balance on this account. No company should ever keep anyone's money - ever. And why did it take this long for them to return it? Only because I said something? I would like to know how long they planned on keeping it? Why did it take for me to say something before they refunded it? Would it still be in there? I want them to be required to audit all closed accounts and make sure this isn't happening to other customers. They shouldn't be keeping money in a closed account. Regards,
[redacted]
February 6, 2015
[redacted]
[redacted]
[redacted]
Account Number: [redacted]
Dear Mr. [redacted],
You#ll be pleased to know that I have received your concerns regarding
your account for the address of [redacted] MI from the RevDex.com. Because...
you#re important to us, we#ve taken your concerns
seriously and have reviewed your account.
[redacted], the representative you spoke to on January 30, 2015, had forwarded
your concerns to the correct department for review. There was an error
found and it was determined to be an error caused by Consumers Energy.
A request was immediately submitted to have this removed from your credit
report. On February 2, 2015 we were notified that the correction was
submitted, and we were told that it can take the credit bureaus 30-90 days
to update their files.
[redacted] notified me that he has spoken with you and you have requested a
letter from us regarding these details. It is my sincere hope that this
information has been helpful in resolving your concerns. Thank you for the
opportunity to assist you with your inquiry.
Sincerely,
Julie Gates
Customer Care Representative
###-###-####
[redacted]
COMPLAINT CLOSED 2/6/15
11/16/2016 13:44:19 EST [redacted]T (EI[redacted])------------------------------------------------------------------...⇄ # [redacted] #J7 Saginaw MI 48638 - CA# 6393------------------------------------------------------------------------Serv...⇄ Dates: 12/12/15 to PresentTotal...
account balance: $705.32Payment HistoryDate Amount05/13/2016 $189.0006/01/2016 $38.0007/13/2016 $53.0007/15/2016 $50.0008/23/2016 $103.00DunningDate Status09/19/2016 Mail default notice $103.0009/23/2016 Mid-cycle call09/29/2016 Cancel for non-payment11/03/2016 Mail turn-off notice $627.8811/08/2016 Mid-cycle call11/10/2016 Turn-off call11/15/2016 Mail intent to disconnectArrangementsPlan DateSPP 04/12/2016 Enrollment not complete # DP not receivedSPP 06/01/2016 Defaulted for non-payment on 09/29/2016SPP 09/30/2016 Enrollment not complete # DP not receivedSPP 10/18/2016 Enrollment not complete # DP not received*SPP # Shut-off Protection PlanOn 11/07/2016 a call was received from [redacted] by the contactcenter where the representative noted that Ms. [redacted] was advised thatbecause of prior enrollment attempts within the last 12 months, theaccount is no longer eligible for the Shut-off Protection Plan. Therepresentative provided a list of phone numbers to seek assistance on thebalance owed.On 11/16/2016 at 1:22 PM I called ###-###-#### and spoke with [redacted]. I explained that within a 12 month timeframe, Consumers Energy willoffer two enrollment attempts into the Shut-off Protection Plan, and withreview of the account I found that four requests were placed for herwithin the last 12 months. I advised that there was one enrollmentattempt completed while the other three attempts were not enrolled becausethe down payment was not received, and that in line with the paymenthistory would prevent an additional enrollment into SPP at this time.I asked Ms. [redacted] if she utilized any of the resources provided to her toseek assistance on the balance; she indicated that she went to DHS. Iexplained that I was asking because I would be able to offer her a shortterm arrangement to pay off the total account balance within three months;however the first payment quoted would be 50% at $353.00 due within fivedays. I explained that I understand that the first payment is substantialand encouraged that she seek assistance as a first option.Ms. [redacted] stated Salvation Army and TruNorth advised her that they didn#thave any funding to assist her. I explained that funding was provided tostate agencies at the beginning of November, and if she has not been incontact since November I would encourage she reach out to them as well.It was agreed that she would continue to seek assistance on the balanceowed on the account and a 7 day hold was applied expiring on 11/23/2016.The account was noted that an Installment Plan was offered quoting 50%down.Complaint closed 11/16/2016Tell us why here...
03/09/2016 14:53:07 [redacted] N [redacted]S ([redacted], [redacted] MI 48642-7731Dates of service: 11/08/10 to present.CUSTOMER INQUIRY OPENED AS OF 03/09/16.03/09/2016 15:35:18 [redacted] N [redacted]S ([redacted])Assigning to: [redacted]...
[redacted]
[redacted] + cc: [redacted]03/09/16 - Wednesday at 3:38 pm - attempted a phone call to [redacted] atphone number ###-###-#### - there line rang several times and there was novoicemail option.03/10/2016 18:02:11 [redacted] N [redacted]S ([redacted])RESOLUTION PROVIDED BY [redacted], WHO SPOKE WITH THE CUSTOMER ON03/10/16:I explained to Ms. [redacted] that our [redacted] gas distribution crew wasreplacing two risers in this mobile home park that were identified througha walking leak survey. One was at this address. I was unable to verifywhen the service was turned off and the meter exchanged, but a tag wasleft on the door indicating the gas needed to be disconnected and thatthey could call 24 hours for a relight order.[redacted] called us to schedule the relight order on 03/09/16 at 10:37 am.The technician who performed the turn on/relight order arrived for therelight at 2:20 pm. I contacted the technician who performed the light upto see what she found upon arrival. She stated that is appears a gasdistribution crew replaced the riser for this address. In replacing theriser, the customer#s gas was turned off and the tag was left on the doorand nobody was home when the meter was replaced. Because it was exchangedfor safety reasons, we weren't able to wait and schedule a second trip toreplace the unsafe meter situation.I apologized for her frustration, and let her know the gas was turned offfor her safety. If we were to leave the gas on and not verify appliancesare lit, there is a potential for the house to fill with gas with thepossibility that enough gas can fill the house creating an explosionhazard. Ms. [redacted] understood this and was satisfied with the explanationof what happened. She had no further questions or concerns at this time.CLOSING CUSTOMER INQUIRY AS OF 03/10/16.
02/17/2017 10:46:50 EST [redacted] N. [redacted] (EN[redacted]/8634[redacted] RD/ JACKSON 492032/17/17-I called ###-###-#### and was able to speak with [redacted]about the account. He stated he meant to call the Revdex.comback and cancel his concern but that he hadn't done it...
yet. He stated hecalled back to customer service and was able to speak with [redacted] in ourcustomer service department.While [redacted] was not able to give him the resolution he was hoping for heunderstands what took place and that the debt is owed. [redacted] had notedthe account with the following:User Notes [redacted] 01/24/2017 11:36:39=======================================================[redacted]3 BP Data Change UA DISPUTESMR [redacted] DISPUTING BOTH UA'S [redacted] RD, #A AND #B [redacted], AWR OLDLLD FILE ON ACCT CAUSED MOVE INS, SAYS SOLD HOME OVER 2 YRS AGO....CUSTWANTS BILLS WAIVED AND INFO REMOVED FROM HIS CREDIT REPORT, THIS ISCAUSING HIM HARDSHIP, APPLING FOR HOME LOAN, ALSO DID NOT HAVE VALID SPMA(WHICH I UPDATED SPMA/PH NUMBER TODAY) so CUST WAS NOT AWR OF OUTSTANDINGBILLS.User Notes [redacted] 02/16/2017 14:01:42=======================================================4477 final bill dispute between cust/cousinper mr [redacted], cousin [redacted] tello purchased home on land contract, mr gnever called to cancel serv and [redacted] used serv in mr g's name. mr awrfinal bill of $892.54 was in his name and he will need to pay or follow upwith cousin....this incurred before home was sold (now says cousin'sgirlfriend lvd there and prev had serv in her name) dispute is betweenthem not something we will resolve,The service was under Mr. [redacted]'s name from 12/3/13 to 2/14/14 and thetotal final bill was $892.54. He was upset with the process of notifyinghim and wanted his voice to be heard02/21/2017 11:18:34 EST [redacted] N. [redacted] (EN[redacted])*CONTINUED FROM 2/17/17 CONVERSATION WITH MR. [redacted]I explained our collection process and also apologized and explained thatif a final bill address is not provided at the time service is terminatedit can take longer for a customer to receive any additional billings orcollection information. I advised that we did try to reach out as did ourcollection agencies. Our collection process started in March 2014 and inJuly 2014 was turned over to the collection agency.Mr. [redacted] appreciated the follow up and knows that his voice has beenheard in this matter. While he doesn't agree with the balance he is awarethat any further dispute would be with his cousin who was living there atthe time. In addition he is aware once the balance is paid he can havethe collection agency provide him with verification of the payment. Iasked if he had further questions and he stated he was fine at this time.COMPLAINT CLOSED 2/17/17 Tell us why here...
09/22/2016 10:45:32 [redacted] I [redacted] (EIHALLEN)----------------------------------------------------------------------...⇄ # 1679 S Greenfield Cir NE Apt 201 Grand Rapids, MI 49505CA# 5018------------------------------------------------------------------------Serv...⇄ Dates: 10/22/2012 to...
PresentTotal account balance $105.1312 Month Payment HistoryDate Amount10/09/2015 $97.8712/11/2015 $50.8212/18/2015 $50.0004/08/2016 $75.0004/15/2016 $50.0006/23/2016 $50.0007/15/2016 $50.0008/17/2016 $50.0009/16/2016 $50.0009/21/2016 $332.30DunningDate Status08/25/2016 Mail turn-off notice $202.2609/07/2016 Mid-cycle call-not completed09/12/2016 Turn-off call-not completed09/13/2016 Mail intent09/20/2016 Interruption of serviceConsumers Energy has no record of having received any returned mailedcorrespondenceFor reconnection Consumers Energy waived the $105.00 security depositassessed.On 9/22/2016 at 10:32 AM I called ###-###-#### and spoke with [redacted]. We discussed the notices that were issued and that ConsumersEnergy did not received any returned correspondence. I explained thatcalls are made prior to interruption however the calls on record were notcompleted; I confirmed and updated the phone number on the account. Wediscussed alert preferences available and I encouraged that he set upalerts for reminders of the bill due dates and past due notices. Iadvised that I forwarded his situation to management in the contact centerfor a learning opportunity. For customer service I applied a $50.00credit to the account in the form of a good faith credit. Mr. [redacted]asked about transferring service and I provided him with the steps. Hethanked me for my call and my help.Complaint closed 9/22/2016Tell us why here...
[redacted] C [redacted] MI 49509-1916Dates of service: 11/21/15 - present.Current account balance: $1118.46Turn off notice balance: 948.81 expired: 4/3Dunning history:Date of Issue Dunning Level03/23/2016 05 - Mail Turn off Notices03/26/16: Customer requested enrollment in the...
Shut-off Protection Plan(SPP). $112.00 down payment required by 04/09/16, then monthly paymentamount will be $205.00.Payment history:Posting Date Payment Amount03/03/2016 186.00-02/08/2016 61.00-02/11/16: $536.93 transferred from [redacted], BP# [redacted]. Balanceis from:[redacted] C [redacted] #B [redacted] MI 49503-1769Dates of service: 08/10/12 - 06/03/13No forwarding address given when service was discontinued. Customerattempted to turn on service at another address on 07/02/14 and was toldabout the balance owing. Balance and security deposit requested to turnon service. Customer cancelled request.On 11/19/12 $3044.08 was transferred to [redacted]' account (above) from:[redacted] C [redacted]CA# [redacted]1201 OTTILLIA ST SE #C [redacted] MI 49507-3778Dates of service: 06/16/11 - 5/22/12On 8/8/11 $2,755.43 transferred to [redacted]'s account (above) from:[redacted] C [redacted] MI 49512-2801Dates of service: 12/05/08 - 06/27/09Customer has history of broken promises and poor payment history.04/07/2016 11:41:43 Julie A. Gates (JAGATES)When [redacted] closed his account at [redacted]. we sent a turn off notice on06/07/13, attempted to call regarding the final bill on 07/09/13, mailed afinal bill reminder on 07/19/13 which was returned by the post office on07/26/13.[redacted] had an account in her name at 2[redacted] until11/15/15. She was unable to transfer service into her name at the newaddress because of a past due balance of $641.99.[redacted] requested service at the [redacted] on11/04/15 but was told that the balance of $536.93 needed to be paid priorto move in.[redacted]'s past due balance was paid by DHS and then she was able to getservice into her name at the new address.12:26 pm - I called and spoke to [redacted] about her concerns. I explained that[redacted]' balance would remain on her account as we are following MAE(Michigan Agency for Energy) rules. If we are able to prove that the twoparties resided together at the address where the debt incurred, and areliving together now, we are able to transfer the debt to the activeaccount. As long as it's been less than 6 years since the final bill duedate, we are still able to attempt to collect on the debt.I also explained that [redacted] may not have received the final bills fromthe [redacted] address; however he called us for service at the [redacted]address about a year later and was told about the balance owing.[redacted] asked why we didn't transfer the balance then, as she had called andgotten the service in her name at the [redacted]. address after [redacted] wasdenied service. I explained that two different representatives handledthe calls and the connection wasn't made. Now we have different policiesand procedures in place and we caught it this time.[redacted] is unhappy with our position and states she is going to file anothercomplaint with the Revdex.com because she feels we have "unfair businesspractices". I explained that she's welcome to do so; however our responseis going to be the same. This is a debt that is owed, and we are workingwithin the rules set for us by the MAE.COMPLAINT CLOSED 04/07/16________________________________________________________________________...⇄ us why here...
01/20/2015 12:20:51 [redacted] (RGESCUTI)
On January 20, 2015 at 12:15 PM I spoke to [redacted]. I explained to him
I am forwarding his concern to the supervisors. I understand his
frustration however they will be able to assist him further. He said okay.
I assigned and emailed the...
complaint to [redacted] and [redacted] and
cc [redacted], [redacted], [redacted], [redacted]
[redacted], and [redacted], [redacted]
01/22/2015 14:31:33 [redacted] (RGESCUTI)
The complaint was reassigned to [redacted] and [redacted].
01/26/2015 11:22:08 [redacted] (RGESCUTI)
On January 26, 2015 I sent an email reminder to [redacted] and [redacted]
[redacted].
01/27/2015 14:08:41 [redacted] (RGESCUTI)
On January 26, 2015, [redacted], contacted [redacted] and left a
message for him stating the work will be completed today. He left all of
his contact information.
The service was installed 01/26/15.
On January 27, 2015 at 2:10 PM I spoke to [redacted] just wanting to
confirm with him that everything had been completed. He said he is all
set. The work was completed yesterday and everything is good to go. He
does have [redacted]'s information if he has any further concerns.
Additional Notes:
The reason for the delay was due to emergency work that needed immediate
response and the need for specialized equipment.
09/07/2016 11:15:05 [redacted] W. [redacted] (BW[redacted] / 8758 / [redacted] SAINT CLAIR SHORESDates of Service: 01/03/2013 - PresentI spoke with Ms. [redacted] on 09/07/2016 at 11:15 AM. I apologized thishasn't been resolved for her yet.She said that if we're willing to fix the area with...
sod, she would bewilling to water it to make sure it grows.She also said she hasn't received any information regarding the bush wecut in half. Also, she has a company coming out to provide an estimatesoon.I let her know we are planning to have a resolution to her in 5 businessdays.She thanked me for calling.I've assigned this inquiry to PO Box: [redacted] forresolution.09/07/2016 14:10:23 [redacted] W. [redacted] (BW[redacted] provided an update on 09/07/2016:I spoke with the customer at 1:55 today. I explained that we DO care abouther concerns and that is why we sent a crew out on Friday to make lawnrepairs. I#m going to meet her tomorrow to discuss sod and reimbursementfor the bush. The customer is upset but I feel that she will be happy withus after her issues are resolved.09/09/2016 10:58:56 [redacted] W. [redacted] (BW[redacted])I sent a request for an update to [redacted] on 09/09/2016.09/09/2016 12:19:13 [redacted] W. [redacted] (BW[redacted])I received a resolution from [redacted] on 09/09/2016:I explained the steps involved with the installation of her new serviceso that she could see why it was necessary to remove the bush. I alsoinformed her that her hard surface repairs are scheduled for next week andfinal soft surface repairs would be completed by 9-23-16.I stated that if we replaced her damaged lawn with sod that it would bescheduled for the middle of October, near the end of the project. Sheagreed to a meeting with me prior to installation of sod to evaluate thegrowth that will have occurred.She was happy for the information that I gave, and seemed to be happy withthe plan in place in regards to the sod. The customer is going to send mean estimate for replacement of the bush that was damaged duringconstruction and I will request that a check be issued.Corporate Complaint closed 09/09/2016______________________________________________________________________...⇄ us why here...
[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 [redacted], 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,
[redacted]
02/23/2015 10:31:04 [redacted] A. [redacted] (JA[redacted])
[redacted], CA# [redacted]
I have remarked the account.
02/23/2015 13:45:11 [redacted] A. [redacted] (JA[redacted])
I have sent the following email to the customer:
Dear Mr. [redacted],
You#ll be pleased to know that I...
have received your concerns regarding
your account for the address of [redacted] #5 Royal Oak, MI from
the Eastern Revdex.com. Because you#re important to us, we#ve
taken your concerns seriously and are reviewing your account.
I will be in touch with you as soon as I have been able to review your
account. If you have any pertinent information that you believe would be
helpful to me while reviewing your account, please respond to this email
as soon as possible.
Sincerely,
[redacted] A. [redacted]
Customer Care Representative
Office: ###-###-####
Fax: ###-###-####
[redacted].[redacted]@cmsenergy.com
02/25/2015 09:20:16 [redacted] A. [redacted] (JA[redacted])
9:18 am - I called ###-###-#### and got voicemail. I left a message with
my contact information, requesting a call back. I also mentioned that I
had sent an email and he can also contact me via email.
02/26/2015 13:39:11 [redacted] A. [redacted] (JA[redacted])
1:44 pm - I called ###-###-#### and got Mr. [redacted]'s voicemail. I left a
message with my contact information, requesting a call back.
I've reviewed the premise usage back to 2010, and there is history of this
amount of usage (9.5 mcf)in January of 2011 (9.7 mcf).
02/27/2015 09:02:09 [redacted] A. [redacted] (JA[redacted])
Mr. [redacted] enrolled in the Recurring Credit Card payments online via
eServices on 10/01/14.
As part of the enrollment process, the customer must agree to the terms
and conditions before the enrollment will be processed.
Terms & Conditions: (the portion relating to recurring credit card
payments)
Auto-pay with credit/debit card - You may set up automatic recurring
payments using a credit or debit card. Payment cards requiring a personal
identification number (PIN) may not be used for this payment option.
If you choose this electronic payment option, you agree to have your
payment processed on the date your bill is generated and presented to
your financial institution for payment that evening. You must enroll in
the Auto-pay option at least one business day before your bill is
generated to use this payment option in any particular month. If you have
any outstanding balances on any of the accounts that you have selected to
pay using the Auto-pay option, you agree to have such outstanding
balance(s) paid using the Auto-pay option. Note: If you have made a
payment on an account(s), either by personal check and/or by the one-time
online payment option, and that payment has not yet been posted to your
account(s), such balances will be treated as outstanding balances and will
be paid according to the preceding sentence.
Mr. [redacted]'s meter was read on 2/11/15 and the bill was presented on
2/12/15, and balance due of $90.18 was applied to his credit card on that
same date. On 2/18/15, Mr. [redacted] de-enrolled from the recurring credit
card payments.
Because the balance owed was applied to his card 6 days prior to his
de-enrollment, for a balance that is owed, we are unable to refund this
amount back to his card.
Mr. [redacted] has not responded to my phone calls. I am sending the
following letter for closure:
February 27, 2015
[redacted]
[redacted] #5
Royal Oak, MI 48073-2733
Account Number: [redacted]112
Dear Mr. [redacted],
You#ll be pleased to know that I have received your concerns regarding
your recent recurring credit card payment for the address of 510 Montrose
Ave. #5 Royal Oak, MI. Because you#re important to us, we#ve taken your
concerns seriously and have reviewed your account.
I'd like to begin by apologizing for the inadequate response to your
emails from our Customer Service department. I have forwarded your
concern to Customer Service management for review and follow up.
My review of your account shows that you enrolled in recurring credit card
payments on October 1, 2014. As part of the enrollment process, you had
agreed to the terms and conditions of the program. I've included these
terms below for your convenience:
Auto-pay with credit/debit card - You may set up automatic recurring
payments using a credit or debit card. Payment cards requiring a personal
identification number (PIN) may not be used for this payment option.
If you choose this electronic payment option, you agree to have your
payment processed on the date your bill is generated and presented to
your financial institution for payment that evening. You must enroll in
the Auto-pay option at least one business day before your bill is
generated to use this payment option in any particular month. If you have
any outstanding balances on any of the accounts that you have selected to
pay using the Auto-pay option, you agree to have such outstanding
balance(s) paid using the Auto-pay option. Note: If you have made a
payment on an account(s), either by personal check and/or by the one-time
online payment option, and that payment has not yet been posted to your
account(s), such balances will be treated as outstanding balances and will
be paid according to the preceding sentence.
For your recent billing, the meter was read on February 11, and the bill
presented and payment processed the next day on February 12. At this time
we are unable to refund that payment back to your credit card, as the
payment was applied to a balance owed, and you had agreed to the terms
and conditions of that payment option.
At this time the account is no longer on the recurring credit card
payments. We show that you de-enrolled online on February 18, and no
further payments will be applied to your credit card.
It is my sincere hope that this information has been helpful in resolving
your concerns. Thank you for the opportunity to assist you with your
inquiry.
Respectfully,
[redacted]
Customer Care Representative
###-###-####
[redacted].[redacted]@cmsenergy.com
COMPLAINT CLOSED 2/27/15
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this offer appear below:
As of Friday, December 23, 2015 at 4:00pm ; my caseworker still had not gotten a clear response from the company. They had given her 3 different amounts as to what the amount needed for restoration. Without an exact amount that would for sure restore services, she was unable to complete the process. Being a Friday, she would be unable to do anything to help me until at least Monday due to not hearing back from the company yet. I have still been given conflicting information from the woman I spoke with from Consumers Energy and the representatives on the phone. Before the call placed by me when I noticed my electric was disconnected, I was never informed that I had not paid the full amount of the December 9th disconnection. I called the 800 number listed on my door after the services were disconnected. The automated system stated " to restore services, you must pay the minimum amount due of $XXX, would you like to pay that amount now. I was given a confirmation number and called to have the services reconnected. I provided the confirmation number to the woman on the phone. I was also told on the phone that Consumers did not have to provide me with a shut off notice due to me not "paying enough" when it was shut off in December and that I was never out of shut off state because of that. It has been a horrible experience with this company and as I am writing this, I am still out of power due to the lack of communication the company has with its "customers" and the agencies trying to help the customers. I feel this company ne[redacted] to be held accountable for the treatment of its customers. The last payment made, as they show was December 9th 2014. Nine days later it shows that they were already trying to disconnect me again. It is not as though I was not making a good faith effort, aside for not even being aware of the situation.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11943187, 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:
I had no missed calls and no voicemails. Their email response basically states that this marketing method has been used for several years and that they have taken the necessary steps to make sure that the required verbiage is present. I am sure that it is perfectly legal. The fact of it is however, that it is intentionally misleading. The entire reason that they present this as a check is to trick people into cashing it, hoping that they don't read the fine print. They could just as easily present this marketing as an offer for services, with a sign up bonus of offering a rebate or a discount on the first x months of the contract. Doing this would both present their offer to the customer, and offer the same dollar value sign up bonus, while at the same time being completely transparent, honest, and obvious. The current marketing method is intentionally trying to deceive the custome (regardless of its legality), which is why I filed the complaint. People do not normally expect cashing a check to have strings attached to it, or that it tie them down to a contract.
Regards,
[redacted]
01/22/2015 09:44:40 [redacted] (RGESCUTI)
On January 22, 2015 at 12:50 PM I called phone number [redacted] and
left a message for [redacted] informing him we did receive his concern
and I am forwarding to the appliance service plan.
I emailed and assigned the complaint to...
[redacted] and cc [redacted]
01/22/2015 09:47:26 [redacted] (RGESCUTI)
Correction complaint was assigned out January 20, and customer called
January 20.
January 22, 2015 email reminder was sent to [redacted], and [redacted].
01/26/2015 11:46:58 [redacted] (RGESCUTI)
On January 22, 2015 I received the following email from [redacted] and
cc [redacted] and [redacted].
We will not be reimbursing Mr. [redacted] for the work he had completed by a
third part contractor.
On 12/31/14 the customer called the ASP Solution Center stating they had
not heat. At that time our contractor, [redacted] went to the home and the
furnace was condemned for a cracked heat exchanger (3-4# crack on the left
side of the left cell of the heat exchanger # the contractor does have a
photo). The customer then called back on 12/31/14 to request a second
opinion by a CE tech. Due to the technician taking photos of the crack we
did not authorize the 2nd opinion but offered for the customer to procure
their own second opinion. If the second opinion deemed the heat exchanger
was not cracked we would have reimburse for that visit and any additional,
covered repairs.
However, upon speaking to the third party hired by the customer they
confirmed that they did not check the heat exchanger, but did complete
other repairs. Upon escalation of the complaint, [redacted], Senior
Field Leader, offered to have one of his field leader visit the home once
again with [redacted] to re-validate the cracked heat exchanger. Mr. [redacted]
denied this offer.
Overall, we will not reimburse the customer for the repairs because the
furnace is a safety hazard and the repairs should not have been complete
without repair to the heat exchanger as well.
On January 26, 2015 at 11:30 AM I spoke to Mr. [redacted]. I explained to him
our position remains unchanged and we will not reimburse him for the
repair.
01/27/2015 11:54:53 [redacted] (RGESCUTI)
01/27/2015 13:45:36 [redacted] (RGESCUTI)
Mr. [redacted] asked that I email him the details of the cracked heat
exchanger and our position. I verified the email address and sent the
following email:
I sent the following email to [redacted]
January 27, 2015
[redacted]
Dear Mr. [redacted],
This email is a follow up to our conversation today.
Please let me first apologize for the frustration and inconvenience you
have experienced with the conflicting information you may have received
from customer service.
On December 31, 2014, you called for furnace repair stating you have no
heat. At that time our contractor, [redacted] went to the home and the
furnace was condemned for cracked heat exchanger. The crack is on the left
side of the left cell but right at the edge of the front dimple. You were
not satisfied with this conclusion. It was determined if a second opinion
is deemed the heat exchanger was not cracked we would reimburse for the
visit.
The third party you hired to complete the repairs verified they did not
check the heat exchanger; therefore Consumers Energy will not reimburse
you for any repairs.
[redacted], Consumers Energy Senior Field Leader has offered to visit the
home again with [redacted] to re-validate the cracked heat exchanger. At
this time you have denied this offer.
We appreciate your patience and understanding. If you have additional
questions, please call me at ([redacted] or [redacted] extension
[redacted].
Sincerely,
[redacted]
Customer Care Representative
[redacted]
[redacted] E [redacted] Jr.[redacted] MI 48433-1043I have remarked the account.03/07/2016 15:21:53 [redacted] A. [redacted] (JA[redacted])I've sent an email to [redacted] for resolution.I've sent the following email to the customer:Dear Mr. [redacted],I#m pleased to let you know that we#ve received your...
concerns about thefurnace repair from the Eastern Revdex.com. I have forwardedyour concerns to the Appliance Service Plan Management Team for review,and they will be following up with you within the next 24 hours. If youhave any questions or concerns prior to them contacting you, pleaserespond to this email.Respectfully,[redacted] A. [redacted]Customer Care RepresentativeOffice: ###-###-####Fax: ###-###-####[redacted].[redacted]@cmsenergy.com03/09/2016 16:59:01 [redacted] A. [redacted] (JA[redacted])I've sent a reminder to [redacted] and [redacted] who is filling in for [redacted],that this is due tomorrow.03/10/2016 16:34:31 [redacted] A. [redacted] (JA[redacted])Per [redacted]:After speaking with the customer, it was discovered that the assignedcontractor was not able to work on Lennox furnaces and had not notifiedus.Another contractor was assigned and they called the customer to schedulethe repair. The contractor and customer agreed on scheduling the work forthis morning, 3/10.[redacted] followed up with the customer this afternoon, and the furnace isfixed and running and the customer is very happy.COMPLAINT CLOSED 03/10/16
03/28/2016 18:07:18 [redacted] J [redacted] (DJ[redacted] MI 48161Dates of Service: January 1, 2010 - PresentI have remarked the account.Current Balance: $116.71[redacted]12 Month Payment HistoryDate Amount01/15/15 $ 72.1702/17/15 $ 25.0903/26/15 $ 26.5404/13/15 $...
27.2208/13/15 $168.1310/12/15 $ 94.9911/18/15 $ 26.41- Payments made online[redacted]- Emails have been sent each month to alert that their ebill is ready toview.[redacted]3/23/16 - At 5:05 pm I called [redacted] at ###-###-#### and spoke to him abouthis concerns. I apologized that when he called into customer service thatthe calls were disconnected but that I would be happy to help him withthis.I let him know that we have sent an email to him every month to let himknow that his ebill is ready to view. I explained to him that because ofthe large volume of emails that we send out each day that sometimes theycan end up in either a junk or spam folder. I also explained that even ifhe doesn't receive that email he would be able to view his bill online.I asked [redacted] if he was able to log into his online account and he told methat he could. [redacted] said that when he tries to make a payment that oursystem will not let it complete.I told [redacted] that I would be happy to help him with that and asked if hewas at a computer now to log in. I let him know that we would just havehim enter in his checking account information again and he should be ableto make the payment. He told me that he wasn't at a computer right nowbut would be in a few minutes. He said that he would get logged in thengive me a call back so I could help him make the payment. I let him knowthat I would remove all late charges for him.[redacted] left me a voicemail after I had left for the day stating that he hadgotten tied up with work and hadn't been able to give me a call back butwould do so the next day.3/28/16 - At 12:23 pm I called [redacted] at ###-###-#### and asked if he was ata computer at this time and he stated that he was on a job and would giveme a call back later today.At 5:14 pm I called [redacted] again at ###-###-#### and he stated that he wasbusy and would have to give me a call back another day to try and completehis payment. I let him know he can call whenever he has a few minutes andI will help him complete his payment.Final Resolution with [redacted] March 28, 2016Mr. [redacted] aware of resolution
08/29/2016 15:33:55 [redacted] N [redacted] (RNRICHAR)[redacted] Ionia MI 48846-1904Account number: [redacted]Dates of service: 09/29/15 to present.CUSTOMER INQUIRY OPENED AS OF 08/29/16.08/29/2016 16:27:06 [redacted] N [redacted] (RNRICHAR)BILL/USAGE HISTORY FOR THIS ACCOUNT:Bill Month:...
kWh used: kWh/day: mcf used: Bill total:Nov-15 410 14 1.4$85.13Dec-15 483 14 3.3$105.81Jan-16 502 14 4.6$121.99Feb-16 436 16 6.9$128.52Mar-16 436 16 6.6$125.32Apr-16 403 13 3.5$98.68May-16 458 16 3.5$106.89Jun-16 541 17 1.6$106.45Jul-16 648 22 1.2$120.65Aug-16 817 27 1$153.19The new smart meter was installed on 04/18/16. The old meter was using 17kWh/day prior to the exchange and 14 kWh/day after the exchange (between04/18/16 and 04/29/16).Prior to its placement at the home, the current smart meter was tested on01/09/16 and was found to be working accurately at 100.03%08/29/2016 16:35:09 [redacted] N [redacted] (RNRICHAR)PREVIOUS ACCOUNT WAS UNDER [redacted]' NAME.[redacted] MI 48846-1904Account number: [redacted]Dates of service: 02/23/15 to 09/28/15.USAGE/BILL HISTORY FOR MR. [redacted]' ACCOUNT:Bill Month: kWh used: kWh/day: mcf used: Bill total:Apr-15 334 12 7.8$116.92May-15 407 13 2.9$93.55Jun-15 487 16 1.1$92.79Jul-15 682 22 1$125.70Aug-15 680 23 1$125.54Sep-15 595 21 0.7$108.55final bill 709 21 0.9$126.7708/29/2016 16:38:53 [redacted] N [redacted] (RNRICHAR)08/29/16 - Monday at 4:39 pm - left a voicemail message for the customerat phone number ###-###-#### - letting them know I have their inquiry andam available to assist them. I left my direct phone number for them tocall back.08/31/2016 09:05:03 [redacted] N [redacted] (RNRICHAR)08/30/16 - Tuesday at 6:20 pm - Spoke with [redacted] at phone number###-###-#### - letting her know that I have been able to look into herconcerns.We went over the use history for both her account and Mr. [redacted]' account.The usage this summer has been very similar to last summer, with anincrease in usage on the current bill. I explained that the meter hasbeen tested this year, prior to its placement at the home, and was foundto be working accurately. She was happy to know that all of our smartmeters are tested to make sure they are working accurately before weinstall them.Many customers are experiencing increased usage this summer due to therecord-breaking temperatures we've had. I asked her some troubleshootingquestions about the appliances she's using, and we determined that shedoes use window air conditioning units in the home. While we cannot tellher what in the home is using electricity, only how much is being used,but the air conditioning is most likely the cause for the increasedelectric use on the bill.Since there is a smart meter at the home, she is able to log on to hereservices profile online to monitor the electric use on a daily and evenhourly basis. I suggested to determine how much electricity the airconditioners use, she can take a meter read or use a starting time. Fromthere, she can turn off and unplug the window air conditioners for aperiod of time (a few hours, or up to 24 hours) and then compare what wasused during that timeframe to the same amount of time when the airconditioners were being used. This will give her a good idea of what theair conditioning is actually using. I also suggested that she work withthe owner of the home (this is a rental property) to take advantage ofsome of our Energy Efficiency programs, such as the Home Energy Audit.Ms. [redacted] had no further concerns at this time. She thanked me forcalling and has my direct phone number in case either she or Mr. [redacted]has any questions in the future.CLOSING CUSTOMER INQUIRY AS OF 08/30/16.Tell us why here...
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], 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:I am not confused about what was said. I am aware there was a free 15 day trial period however I was told I would receive a free month of consumers energy service (not the service plan). I understand now that he may have been incorrect in telling me this however I have spent hours at this point being transferred and disconnected prior to deciding to file my complaint with the Revdex.com. He may have been incorrect and he may have misspoke but I would not have signed up for plan just to cancel it and then waste hours try to save $40. I signed up because of what I was told and not that is not being honored and I feel that it was a bait and switch. It's not like I jacked my thermostat up to 100 degrees and tried to cheat the system. My heating bill was a very normal $40. I was told I would receive a free month of utilities service from you, not the service plan or appliance service. He should have been much more clear in this I cannot imagine how many other people were also tricked and either didn't notice, got frustrated being transferred and gave up, or didn't know to contact the Revdex.com with a complaint. I am not remotely happy with the response of you misunderstood our agent's misleading cold call. I would change providers today if you didn't have a monopoly. Even in your response you use the same misleading phrases that caused this problem to begin with, probably to cover your butt if the Revdex.com requests the phone call. That is not appropriate language to use. I was told I would receive free consumer energies services for one month, not a service plan, not appliance service, it was simply stated utility service and that to me means my heating bill. Had he said the service PLAN will be free for one month it would have been easily understood. But he said a free month of consumers energy service. I am not happy with this you taking only the $24.98 off my bill because 1) you were supposed to it was within the 15 day window and 2) I did this myself after spending hours on the phone with consumers energy, it was nothing done in response to this Revdex.com complaint.Regards,[redacted]
05/04/2017 14:55:00 EST [redacted] J [redacted] (DJ[redacted])[redacted] / [redacted] MI 48461-9612Dates of Service: May 3, 2013 - PresentI have remarked the account.[redacted]5/4/17 - Assigned to: [redacted], ASP[redacted]5/4/17 - At 2:52 pm I called [redacted] at 810-267-1396...
and left a voicemailexplaining that I had received the inquiry she placed with the EasternRevdex.com and have forwarded it to our Appliance Service PlanDepartment. I let her know that they would be following up with herwithin the next few business days.05/05/2017 14:43:26 EST [redacted] J [redacted] (DJ[redacted])5/5/17 - I received the following information from [redacted]:I contacted Ms. [redacted] today and discussed her concerns. I explained thatthe check and brochure that she received stated that you can upgrade tothe Gold plan for an additional $20.00 per month on top of your base planprice. She upgraded to an Ultra Care Gold.Because this was confusing to her, in light of customer service, I will bereimbursing her for the Gold Plan payments she made for March, April andMay as credit on her utility bill. She was also downgraded to FurnaceCare, per her request. She requires nothing further and is satisfied withthis resolution.Final Resolution with [redacted] May 5, 2017Ms. [redacted] satisfied with resolution.
[A default letter is provided here which indicates your rejection of the business's offer.
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this offer appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
I closed the old account in August of 2014. If they kept it open until September of 2014 in order for a final bill to be paid there then that is fine, however after September 2014 that account should have been closed completely and no further payments should have been allowed to go to it (unless there was a balance and then only the amount of the balance should have been allowed to be placed on that closed account). I do not think a company should be allowed to take more money than what is on the account showing as owed. Either reject all the money and return it or return the portion of the overpay. They should not allow money to be just sitting in this closed account. My credit got hit now and I had a creditor calling me. I had paid it in full. Even if the account number was incorrect they should have sent that money back and said no balance is on this account. I thought I was paying my bill and never heard otherwise that I wasn't. That is not fair to a customer that thinks they are paying and they just keep that money in a closed account with at $0 balance. So now I have a hit on my credit score because they keep closed accounts with $0 balances open and allow money to be kept on that closed account. They only offered to refund the money that they kept allowing to go into that closed account after I questioned where that money was at if I had been paying and could show they cashed my checks. The fact that they kept that money and then had the audacity to send me to collections for nonpayment is unacceptable in any way! I was paying my bills - they should have sent the money back if the checks were going to a closed account and said there is no balance on this account. No company should ever keep anyone's money - ever. And why did it take this long for them to return it? Only because I said something? I would like to know how long they planned on keeping it? Why did it take for me to say something before they refunded it? Would it still be in there? I want them to be required to audit all closed accounts and make sure this isn't happening to other customers. They shouldn't be keeping money in a closed account. Regards,
[redacted]
February 6, 2015
[redacted]
[redacted]
[redacted]
Account Number: [redacted]
Dear Mr. [redacted],
You#ll be pleased to know that I have received your concerns regarding
your account for the address of [redacted] MI from the RevDex.com. Because...
you#re important to us, we#ve taken your concerns
seriously and have reviewed your account.
[redacted], the representative you spoke to on January 30, 2015, had forwarded
your concerns to the correct department for review. There was an error
found and it was determined to be an error caused by Consumers Energy.
A request was immediately submitted to have this removed from your credit
report. On February 2, 2015 we were notified that the correction was
submitted, and we were told that it can take the credit bureaus 30-90 days
to update their files.
[redacted] notified me that he has spoken with you and you have requested a
letter from us regarding these details. It is my sincere hope that this
information has been helpful in resolving your concerns. Thank you for the
opportunity to assist you with your inquiry.
Sincerely,
Julie Gates
Customer Care Representative
###-###-####
[redacted]
COMPLAINT CLOSED 2/6/15
11/16/2016 13:44:19 EST [redacted]T (EI[redacted])------------------------------------------------------------------...⇄ # [redacted] #J7 Saginaw MI 48638 - CA# 6393------------------------------------------------------------------------Serv...⇄ Dates: 12/12/15 to PresentTotal...
account balance: $705.32Payment HistoryDate Amount05/13/2016 $189.0006/01/2016 $38.0007/13/2016 $53.0007/15/2016 $50.0008/23/2016 $103.00DunningDate Status09/19/2016 Mail default notice $103.0009/23/2016 Mid-cycle call09/29/2016 Cancel for non-payment11/03/2016 Mail turn-off notice $627.8811/08/2016 Mid-cycle call11/10/2016 Turn-off call11/15/2016 Mail intent to disconnectArrangementsPlan DateSPP 04/12/2016 Enrollment not complete # DP not receivedSPP 06/01/2016 Defaulted for non-payment on 09/29/2016SPP 09/30/2016 Enrollment not complete # DP not receivedSPP 10/18/2016 Enrollment not complete # DP not received*SPP # Shut-off Protection PlanOn 11/07/2016 a call was received from [redacted] by the contactcenter where the representative noted that Ms. [redacted] was advised thatbecause of prior enrollment attempts within the last 12 months, theaccount is no longer eligible for the Shut-off Protection Plan. Therepresentative provided a list of phone numbers to seek assistance on thebalance owed.On 11/16/2016 at 1:22 PM I called ###-###-#### and spoke with [redacted]. I explained that within a 12 month timeframe, Consumers Energy willoffer two enrollment attempts into the Shut-off Protection Plan, and withreview of the account I found that four requests were placed for herwithin the last 12 months. I advised that there was one enrollmentattempt completed while the other three attempts were not enrolled becausethe down payment was not received, and that in line with the paymenthistory would prevent an additional enrollment into SPP at this time.I asked Ms. [redacted] if she utilized any of the resources provided to her toseek assistance on the balance; she indicated that she went to DHS. Iexplained that I was asking because I would be able to offer her a shortterm arrangement to pay off the total account balance within three months;however the first payment quoted would be 50% at $353.00 due within fivedays. I explained that I understand that the first payment is substantialand encouraged that she seek assistance as a first option.Ms. [redacted] stated Salvation Army and TruNorth advised her that they didn#thave any funding to assist her. I explained that funding was provided tostate agencies at the beginning of November, and if she has not been incontact since November I would encourage she reach out to them as well.It was agreed that she would continue to seek assistance on the balanceowed on the account and a 7 day hold was applied expiring on 11/23/2016.The account was noted that an Installment Plan was offered quoting 50%down.Complaint closed 11/16/2016Tell us why here...
03/09/2016 14:53:07 [redacted] N [redacted]S ([redacted], [redacted] MI 48642-7731Dates of service: 11/08/10 to present.CUSTOMER INQUIRY OPENED AS OF 03/09/16.03/09/2016 15:35:18 [redacted] N [redacted]S ([redacted])Assigning to: [redacted]...
[redacted]
[redacted] + cc: [redacted]03/09/16 - Wednesday at 3:38 pm - attempted a phone call to [redacted] atphone number ###-###-#### - there line rang several times and there was novoicemail option.03/10/2016 18:02:11 [redacted] N [redacted]S ([redacted])RESOLUTION PROVIDED BY [redacted], WHO SPOKE WITH THE CUSTOMER ON03/10/16:I explained to Ms. [redacted] that our [redacted] gas distribution crew wasreplacing two risers in this mobile home park that were identified througha walking leak survey. One was at this address. I was unable to verifywhen the service was turned off and the meter exchanged, but a tag wasleft on the door indicating the gas needed to be disconnected and thatthey could call 24 hours for a relight order.[redacted] called us to schedule the relight order on 03/09/16 at 10:37 am.The technician who performed the turn on/relight order arrived for therelight at 2:20 pm. I contacted the technician who performed the light upto see what she found upon arrival. She stated that is appears a gasdistribution crew replaced the riser for this address. In replacing theriser, the customer#s gas was turned off and the tag was left on the doorand nobody was home when the meter was replaced. Because it was exchangedfor safety reasons, we weren't able to wait and schedule a second trip toreplace the unsafe meter situation.I apologized for her frustration, and let her know the gas was turned offfor her safety. If we were to leave the gas on and not verify appliancesare lit, there is a potential for the house to fill with gas with thepossibility that enough gas can fill the house creating an explosionhazard. Ms. [redacted] understood this and was satisfied with the explanationof what happened. She had no further questions or concerns at this time.CLOSING CUSTOMER INQUIRY AS OF 03/10/16.
02/17/2017 10:46:50 EST [redacted] N. [redacted] (EN[redacted]/8634[redacted] RD/ JACKSON 492032/17/17-I called ###-###-#### and was able to speak with [redacted]about the account. He stated he meant to call the Revdex.comback and cancel his concern but that he hadn't done it...
yet. He stated hecalled back to customer service and was able to speak with [redacted] in ourcustomer service department.While [redacted] was not able to give him the resolution he was hoping for heunderstands what took place and that the debt is owed. [redacted] had notedthe account with the following:User Notes [redacted] 01/24/2017 11:36:39=======================================================[redacted]3 BP Data Change UA DISPUTESMR [redacted] DISPUTING BOTH UA'S [redacted] RD, #A AND #B [redacted], AWR OLDLLD FILE ON ACCT CAUSED MOVE INS, SAYS SOLD HOME OVER 2 YRS AGO....CUSTWANTS BILLS WAIVED AND INFO REMOVED FROM HIS CREDIT REPORT, THIS ISCAUSING HIM HARDSHIP, APPLING FOR HOME LOAN, ALSO DID NOT HAVE VALID SPMA(WHICH I UPDATED SPMA/PH NUMBER TODAY) so CUST WAS NOT AWR OF OUTSTANDINGBILLS.User Notes [redacted] 02/16/2017 14:01:42=======================================================4477 final bill dispute between cust/cousinper mr [redacted], cousin [redacted] tello purchased home on land contract, mr gnever called to cancel serv and [redacted] used serv in mr g's name. mr awrfinal bill of $892.54 was in his name and he will need to pay or follow upwith cousin....this incurred before home was sold (now says cousin'sgirlfriend lvd there and prev had serv in her name) dispute is betweenthem not something we will resolve,The service was under Mr. [redacted]'s name from 12/3/13 to 2/14/14 and thetotal final bill was $892.54. He was upset with the process of notifyinghim and wanted his voice to be heard02/21/2017 11:18:34 EST [redacted] N. [redacted] (EN[redacted])*CONTINUED FROM 2/17/17 CONVERSATION WITH MR. [redacted]I explained our collection process and also apologized and explained thatif a final bill address is not provided at the time service is terminatedit can take longer for a customer to receive any additional billings orcollection information. I advised that we did try to reach out as did ourcollection agencies. Our collection process started in March 2014 and inJuly 2014 was turned over to the collection agency.Mr. [redacted] appreciated the follow up and knows that his voice has beenheard in this matter. While he doesn't agree with the balance he is awarethat any further dispute would be with his cousin who was living there atthe time. In addition he is aware once the balance is paid he can havethe collection agency provide him with verification of the payment. Iasked if he had further questions and he stated he was fine at this time.COMPLAINT CLOSED 2/17/17 Tell us why here...
09/22/2016 10:45:32 [redacted] I [redacted] (EIHALLEN)----------------------------------------------------------------------...⇄ # 1679 S Greenfield Cir NE Apt 201 Grand Rapids, MI 49505CA# 5018------------------------------------------------------------------------Serv...⇄ Dates: 10/22/2012 to...
PresentTotal account balance $105.1312 Month Payment HistoryDate Amount10/09/2015 $97.8712/11/2015 $50.8212/18/2015 $50.0004/08/2016 $75.0004/15/2016 $50.0006/23/2016 $50.0007/15/2016 $50.0008/17/2016 $50.0009/16/2016 $50.0009/21/2016 $332.30DunningDate Status08/25/2016 Mail turn-off notice $202.2609/07/2016 Mid-cycle call-not completed09/12/2016 Turn-off call-not completed09/13/2016 Mail intent09/20/2016 Interruption of serviceConsumers Energy has no record of having received any returned mailedcorrespondenceFor reconnection Consumers Energy waived the $105.00 security depositassessed.On 9/22/2016 at 10:32 AM I called ###-###-#### and spoke with [redacted]. We discussed the notices that were issued and that ConsumersEnergy did not received any returned correspondence. I explained thatcalls are made prior to interruption however the calls on record were notcompleted; I confirmed and updated the phone number on the account. Wediscussed alert preferences available and I encouraged that he set upalerts for reminders of the bill due dates and past due notices. Iadvised that I forwarded his situation to management in the contact centerfor a learning opportunity. For customer service I applied a $50.00credit to the account in the form of a good faith credit. Mr. [redacted]asked about transferring service and I provided him with the steps. Hethanked me for my call and my help.Complaint closed 9/22/2016Tell us why here...
[redacted] C [redacted] MI 49509-1916Dates of service: 11/21/15 - present.Current account balance: $1118.46Turn off notice balance: 948.81 expired: 4/3Dunning history:Date of Issue Dunning Level03/23/2016 05 - Mail Turn off Notices03/26/16: Customer requested enrollment in the...
Shut-off Protection Plan(SPP). $112.00 down payment required by 04/09/16, then monthly paymentamount will be $205.00.Payment history:Posting Date Payment Amount03/03/2016 186.00-02/08/2016 61.00-02/11/16: $536.93 transferred from [redacted], BP# [redacted]. Balanceis from:[redacted] C [redacted] #B [redacted] MI 49503-1769Dates of service: 08/10/12 - 06/03/13No forwarding address given when service was discontinued. Customerattempted to turn on service at another address on 07/02/14 and was toldabout the balance owing. Balance and security deposit requested to turnon service. Customer cancelled request.On 11/19/12 $3044.08 was transferred to [redacted]' account (above) from:[redacted] C [redacted]CA# [redacted]1201 OTTILLIA ST SE #C [redacted] MI 49507-3778Dates of service: 06/16/11 - 5/22/12On 8/8/11 $2,755.43 transferred to [redacted]'s account (above) from:[redacted] C [redacted] MI 49512-2801Dates of service: 12/05/08 - 06/27/09Customer has history of broken promises and poor payment history.04/07/2016 11:41:43 Julie A. Gates (JAGATES)When [redacted] closed his account at [redacted]. we sent a turn off notice on06/07/13, attempted to call regarding the final bill on 07/09/13, mailed afinal bill reminder on 07/19/13 which was returned by the post office on07/26/13.[redacted] had an account in her name at 2[redacted] until11/15/15. She was unable to transfer service into her name at the newaddress because of a past due balance of $641.99.[redacted] requested service at the [redacted] on11/04/15 but was told that the balance of $536.93 needed to be paid priorto move in.[redacted]'s past due balance was paid by DHS and then she was able to getservice into her name at the new address.12:26 pm - I called and spoke to [redacted] about her concerns. I explained that[redacted]' balance would remain on her account as we are following MAE(Michigan Agency for Energy) rules. If we are able to prove that the twoparties resided together at the address where the debt incurred, and areliving together now, we are able to transfer the debt to the activeaccount. As long as it's been less than 6 years since the final bill duedate, we are still able to attempt to collect on the debt.I also explained that [redacted] may not have received the final bills fromthe [redacted] address; however he called us for service at the [redacted]address about a year later and was told about the balance owing.[redacted] asked why we didn't transfer the balance then, as she had called andgotten the service in her name at the [redacted]. address after [redacted] wasdenied service. I explained that two different representatives handledthe calls and the connection wasn't made. Now we have different policiesand procedures in place and we caught it this time.[redacted] is unhappy with our position and states she is going to file anothercomplaint with the Revdex.com because she feels we have "unfair businesspractices". I explained that she's welcome to do so; however our responseis going to be the same. This is a debt that is owed, and we are workingwithin the rules set for us by the MAE.COMPLAINT CLOSED 04/07/16________________________________________________________________________...⇄ us why here...
01/20/2015 12:20:51 [redacted] (RGESCUTI)
On January 20, 2015 at 12:15 PM I spoke to [redacted]. I explained to him
I am forwarding his concern to the supervisors. I understand his
frustration however they will be able to assist him further. He said okay.
I assigned and emailed the...
complaint to [redacted] and [redacted] and
cc [redacted], [redacted], [redacted], [redacted]
[redacted], and [redacted], [redacted]
01/22/2015 14:31:33 [redacted] (RGESCUTI)
The complaint was reassigned to [redacted] and [redacted].
01/26/2015 11:22:08 [redacted] (RGESCUTI)
On January 26, 2015 I sent an email reminder to [redacted] and [redacted]
[redacted].
01/27/2015 14:08:41 [redacted] (RGESCUTI)
On January 26, 2015, [redacted], contacted [redacted] and left a
message for him stating the work will be completed today. He left all of
his contact information.
The service was installed 01/26/15.
On January 27, 2015 at 2:10 PM I spoke to [redacted] just wanting to
confirm with him that everything had been completed. He said he is all
set. The work was completed yesterday and everything is good to go. He
does have [redacted]'s information if he has any further concerns.
Additional Notes:
The reason for the delay was due to emergency work that needed immediate
response and the need for specialized equipment.
09/07/2016 11:15:05 [redacted] W. [redacted] (BW[redacted] / 8758 / [redacted] SAINT CLAIR SHORESDates of Service: 01/03/2013 - PresentI spoke with Ms. [redacted] on 09/07/2016 at 11:15 AM. I apologized thishasn't been resolved for her yet.She said that if we're willing to fix the area with...
sod, she would bewilling to water it to make sure it grows.She also said she hasn't received any information regarding the bush wecut in half. Also, she has a company coming out to provide an estimatesoon.I let her know we are planning to have a resolution to her in 5 businessdays.She thanked me for calling.I've assigned this inquiry to PO Box: [redacted] forresolution.09/07/2016 14:10:23 [redacted] W. [redacted] (BW[redacted] provided an update on 09/07/2016:I spoke with the customer at 1:55 today. I explained that we DO care abouther concerns and that is why we sent a crew out on Friday to make lawnrepairs. I#m going to meet her tomorrow to discuss sod and reimbursementfor the bush. The customer is upset but I feel that she will be happy withus after her issues are resolved.09/09/2016 10:58:56 [redacted] W. [redacted] (BW[redacted])I sent a request for an update to [redacted] on 09/09/2016.09/09/2016 12:19:13 [redacted] W. [redacted] (BW[redacted])I received a resolution from [redacted] on 09/09/2016:I explained the steps involved with the installation of her new serviceso that she could see why it was necessary to remove the bush. I alsoinformed her that her hard surface repairs are scheduled for next week andfinal soft surface repairs would be completed by 9-23-16.I stated that if we replaced her damaged lawn with sod that it would bescheduled for the middle of October, near the end of the project. Sheagreed to a meeting with me prior to installation of sod to evaluate thegrowth that will have occurred.She was happy for the information that I gave, and seemed to be happy withthe plan in place in regards to the sod. The customer is going to send mean estimate for replacement of the bush that was damaged duringconstruction and I will request that a check be issued.Corporate Complaint closed 09/09/2016______________________________________________________________________...⇄ us why here...
[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 [redacted], 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,
[redacted]
02/23/2015 10:31:04 [redacted] A. [redacted] (JA[redacted])
[redacted], CA# [redacted]
I have remarked the account.
02/23/2015 13:45:11 [redacted] A. [redacted] (JA[redacted])
I have sent the following email to the customer:
Dear Mr. [redacted],
You#ll be pleased to know that I...
have received your concerns regarding
your account for the address of [redacted] #5 Royal Oak, MI from
the Eastern Revdex.com. Because you#re important to us, we#ve
taken your concerns seriously and are reviewing your account.
I will be in touch with you as soon as I have been able to review your
account. If you have any pertinent information that you believe would be
helpful to me while reviewing your account, please respond to this email
as soon as possible.
Sincerely,
[redacted] A. [redacted]
Customer Care Representative
Office: ###-###-####
Fax: ###-###-####
[redacted].[redacted]@cmsenergy.com
02/25/2015 09:20:16 [redacted] A. [redacted] (JA[redacted])
9:18 am - I called ###-###-#### and got voicemail. I left a message with
my contact information, requesting a call back. I also mentioned that I
had sent an email and he can also contact me via email.
02/26/2015 13:39:11 [redacted] A. [redacted] (JA[redacted])
1:44 pm - I called ###-###-#### and got Mr. [redacted]'s voicemail. I left a
message with my contact information, requesting a call back.
I've reviewed the premise usage back to 2010, and there is history of this
amount of usage (9.5 mcf)in January of 2011 (9.7 mcf).
02/27/2015 09:02:09 [redacted] A. [redacted] (JA[redacted])
Mr. [redacted] enrolled in the Recurring Credit Card payments online via
eServices on 10/01/14.
As part of the enrollment process, the customer must agree to the terms
and conditions before the enrollment will be processed.
Terms & Conditions: (the portion relating to recurring credit card
payments)
Auto-pay with credit/debit card - You may set up automatic recurring
payments using a credit or debit card. Payment cards requiring a personal
identification number (PIN) may not be used for this payment option.
If you choose this electronic payment option, you agree to have your
payment processed on the date your bill is generated and presented to
your financial institution for payment that evening. You must enroll in
the Auto-pay option at least one business day before your bill is
generated to use this payment option in any particular month. If you have
any outstanding balances on any of the accounts that you have selected to
pay using the Auto-pay option, you agree to have such outstanding
balance(s) paid using the Auto-pay option. Note: If you have made a
payment on an account(s), either by personal check and/or by the one-time
online payment option, and that payment has not yet been posted to your
account(s), such balances will be treated as outstanding balances and will
be paid according to the preceding sentence.
Mr. [redacted]'s meter was read on 2/11/15 and the bill was presented on
2/12/15, and balance due of $90.18 was applied to his credit card on that
same date. On 2/18/15, Mr. [redacted] de-enrolled from the recurring credit
card payments.
Because the balance owed was applied to his card 6 days prior to his
de-enrollment, for a balance that is owed, we are unable to refund this
amount back to his card.
Mr. [redacted] has not responded to my phone calls. I am sending the
following letter for closure:
February 27, 2015
[redacted]
[redacted] #5
Royal Oak, MI 48073-2733
Account Number: [redacted]112
Dear Mr. [redacted],
You#ll be pleased to know that I have received your concerns regarding
your recent recurring credit card payment for the address of 510 Montrose
Ave. #5 Royal Oak, MI. Because you#re important to us, we#ve taken your
concerns seriously and have reviewed your account.
I'd like to begin by apologizing for the inadequate response to your
emails from our Customer Service department. I have forwarded your
concern to Customer Service management for review and follow up.
My review of your account shows that you enrolled in recurring credit card
payments on October 1, 2014. As part of the enrollment process, you had
agreed to the terms and conditions of the program. I've included these
terms below for your convenience:
Auto-pay with credit/debit card - You may set up automatic recurring
payments using a credit or debit card. Payment cards requiring a personal
identification number (PIN) may not be used for this payment option.
If you choose this electronic payment option, you agree to have your
payment processed on the date your bill is generated and presented to
your financial institution for payment that evening. You must enroll in
the Auto-pay option at least one business day before your bill is
generated to use this payment option in any particular month. If you have
any outstanding balances on any of the accounts that you have selected to
pay using the Auto-pay option, you agree to have such outstanding
balance(s) paid using the Auto-pay option. Note: If you have made a
payment on an account(s), either by personal check and/or by the one-time
online payment option, and that payment has not yet been posted to your
account(s), such balances will be treated as outstanding balances and will
be paid according to the preceding sentence.
For your recent billing, the meter was read on February 11, and the bill
presented and payment processed the next day on February 12. At this time
we are unable to refund that payment back to your credit card, as the
payment was applied to a balance owed, and you had agreed to the terms
and conditions of that payment option.
At this time the account is no longer on the recurring credit card
payments. We show that you de-enrolled online on February 18, and no
further payments will be applied to your credit card.
It is my sincere hope that this information has been helpful in resolving
your concerns. Thank you for the opportunity to assist you with your
inquiry.
Respectfully,
[redacted]
Customer Care Representative
###-###-####
[redacted].[redacted]@cmsenergy.com
COMPLAINT CLOSED 2/27/15
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this offer appear below:
As of Friday, December 23, 2015 at 4:00pm ; my caseworker still had not gotten a clear response from the company. They had given her 3 different amounts as to what the amount needed for restoration. Without an exact amount that would for sure restore services, she was unable to complete the process. Being a Friday, she would be unable to do anything to help me until at least Monday due to not hearing back from the company yet. I have still been given conflicting information from the woman I spoke with from Consumers Energy and the representatives on the phone. Before the call placed by me when I noticed my electric was disconnected, I was never informed that I had not paid the full amount of the December 9th disconnection. I called the 800 number listed on my door after the services were disconnected. The automated system stated " to restore services, you must pay the minimum amount due of $XXX, would you like to pay that amount now. I was given a confirmation number and called to have the services reconnected. I provided the confirmation number to the woman on the phone. I was also told on the phone that Consumers did not have to provide me with a shut off notice due to me not "paying enough" when it was shut off in December and that I was never out of shut off state because of that. It has been a horrible experience with this company and as I am writing this, I am still out of power due to the lack of communication the company has with its "customers" and the agencies trying to help the customers. I feel this company ne[redacted] to be held accountable for the treatment of its customers. The last payment made, as they show was December 9th 2014. Nine days later it shows that they were already trying to disconnect me again. It is not as though I was not making a good faith effort, aside for not even being aware of the situation.
Regards,
[redacted]
Our Position remains unchanged. Closing complaint
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11943187, 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:
I had no missed calls and no voicemails. Their email response basically states that this marketing method has been used for several years and that they have taken the necessary steps to make sure that the required verbiage is present. I am sure that it is perfectly legal. The fact of it is however, that it is intentionally misleading. The entire reason that they present this as a check is to trick people into cashing it, hoping that they don't read the fine print. They could just as easily present this marketing as an offer for services, with a sign up bonus of offering a rebate or a discount on the first x months of the contract. Doing this would both present their offer to the customer, and offer the same dollar value sign up bonus, while at the same time being completely transparent, honest, and obvious. The current marketing method is intentionally trying to deceive the custome (regardless of its legality), which is why I filed the complaint. People do not normally expect cashing a check to have strings attached to it, or that it tie them down to a contract.
Regards,
[redacted]
01/22/2015 09:44:40 [redacted] (RGESCUTI)
On January 22, 2015 at 12:50 PM I called phone number [redacted] and
left a message for [redacted] informing him we did receive his concern
and I am forwarding to the appliance service plan.
I emailed and assigned the complaint to...
[redacted] and cc [redacted]
01/22/2015 09:47:26 [redacted] (RGESCUTI)
Correction complaint was assigned out January 20, and customer called
January 20.
January 22, 2015 email reminder was sent to [redacted], and [redacted].
01/26/2015 11:46:58 [redacted] (RGESCUTI)
On January 22, 2015 I received the following email from [redacted] and
cc [redacted] and [redacted].
We will not be reimbursing Mr. [redacted] for the work he had completed by a
third part contractor.
On 12/31/14 the customer called the ASP Solution Center stating they had
not heat. At that time our contractor, [redacted] went to the home and the
furnace was condemned for a cracked heat exchanger (3-4# crack on the left
side of the left cell of the heat exchanger # the contractor does have a
photo). The customer then called back on 12/31/14 to request a second
opinion by a CE tech. Due to the technician taking photos of the crack we
did not authorize the 2nd opinion but offered for the customer to procure
their own second opinion. If the second opinion deemed the heat exchanger
was not cracked we would have reimburse for that visit and any additional,
covered repairs.
However, upon speaking to the third party hired by the customer they
confirmed that they did not check the heat exchanger, but did complete
other repairs. Upon escalation of the complaint, [redacted], Senior
Field Leader, offered to have one of his field leader visit the home once
again with [redacted] to re-validate the cracked heat exchanger. Mr. [redacted]
denied this offer.
Overall, we will not reimburse the customer for the repairs because the
furnace is a safety hazard and the repairs should not have been complete
without repair to the heat exchanger as well.
On January 26, 2015 at 11:30 AM I spoke to Mr. [redacted]. I explained to him
our position remains unchanged and we will not reimburse him for the
repair.
01/27/2015 11:54:53 [redacted] (RGESCUTI)
01/27/2015 13:45:36 [redacted] (RGESCUTI)
Mr. [redacted] asked that I email him the details of the cracked heat
exchanger and our position. I verified the email address and sent the
following email:
I sent the following email to [redacted]
January 27, 2015
[redacted]
Dear Mr. [redacted],
This email is a follow up to our conversation today.
Please let me first apologize for the frustration and inconvenience you
have experienced with the conflicting information you may have received
from customer service.
On December 31, 2014, you called for furnace repair stating you have no
heat. At that time our contractor, [redacted] went to the home and the
furnace was condemned for cracked heat exchanger. The crack is on the left
side of the left cell but right at the edge of the front dimple. You were
not satisfied with this conclusion. It was determined if a second opinion
is deemed the heat exchanger was not cracked we would reimburse for the
visit.
The third party you hired to complete the repairs verified they did not
check the heat exchanger; therefore Consumers Energy will not reimburse
you for any repairs.
[redacted], Consumers Energy Senior Field Leader has offered to visit the
home again with [redacted] to re-validate the cracked heat exchanger. At
this time you have denied this offer.
We appreciate your patience and understanding. If you have additional
questions, please call me at ([redacted] or [redacted] extension
[redacted].
Sincerely,
[redacted]
Customer Care Representative
[redacted]
[redacted] E [redacted] Jr.[redacted] MI 48433-1043I have remarked the account.03/07/2016 15:21:53 [redacted] A. [redacted] (JA[redacted])I've sent an email to [redacted] for resolution.I've sent the following email to the customer:Dear Mr. [redacted],I#m pleased to let you know that we#ve received your...
concerns about thefurnace repair from the Eastern Revdex.com. I have forwardedyour concerns to the Appliance Service Plan Management Team for review,and they will be following up with you within the next 24 hours. If youhave any questions or concerns prior to them contacting you, pleaserespond to this email.Respectfully,[redacted] A. [redacted]Customer Care RepresentativeOffice: ###-###-####Fax: ###-###-####[redacted].[redacted]@cmsenergy.com03/09/2016 16:59:01 [redacted] A. [redacted] (JA[redacted])I've sent a reminder to [redacted] and [redacted] who is filling in for [redacted],that this is due tomorrow.03/10/2016 16:34:31 [redacted] A. [redacted] (JA[redacted])Per [redacted]:After speaking with the customer, it was discovered that the assignedcontractor was not able to work on Lennox furnaces and had not notifiedus.Another contractor was assigned and they called the customer to schedulethe repair. The contractor and customer agreed on scheduling the work forthis morning, 3/10.[redacted] followed up with the customer this afternoon, and the furnace isfixed and running and the customer is very happy.COMPLAINT CLOSED 03/10/16
03/28/2016 18:07:18 [redacted] J [redacted] (DJ[redacted] MI 48161Dates of Service: January 1, 2010 - PresentI have remarked the account.Current Balance: $116.71[redacted]12 Month Payment HistoryDate Amount01/15/15 $ 72.1702/17/15 $ 25.0903/26/15 $ 26.5404/13/15 $...
27.2208/13/15 $168.1310/12/15 $ 94.9911/18/15 $ 26.41- Payments made online[redacted]- Emails have been sent each month to alert that their ebill is ready toview.[redacted]3/23/16 - At 5:05 pm I called [redacted] at ###-###-#### and spoke to him abouthis concerns. I apologized that when he called into customer service thatthe calls were disconnected but that I would be happy to help him withthis.I let him know that we have sent an email to him every month to let himknow that his ebill is ready to view. I explained to him that because ofthe large volume of emails that we send out each day that sometimes theycan end up in either a junk or spam folder. I also explained that even ifhe doesn't receive that email he would be able to view his bill online.I asked [redacted] if he was able to log into his online account and he told methat he could. [redacted] said that when he tries to make a payment that oursystem will not let it complete.I told [redacted] that I would be happy to help him with that and asked if hewas at a computer now to log in. I let him know that we would just havehim enter in his checking account information again and he should be ableto make the payment. He told me that he wasn't at a computer right nowbut would be in a few minutes. He said that he would get logged in thengive me a call back so I could help him make the payment. I let him knowthat I would remove all late charges for him.[redacted] left me a voicemail after I had left for the day stating that he hadgotten tied up with work and hadn't been able to give me a call back butwould do so the next day.3/28/16 - At 12:23 pm I called [redacted] at ###-###-#### and asked if he was ata computer at this time and he stated that he was on a job and would giveme a call back later today.At 5:14 pm I called [redacted] again at ###-###-#### and he stated that he wasbusy and would have to give me a call back another day to try and completehis payment. I let him know he can call whenever he has a few minutes andI will help him complete his payment.Final Resolution with [redacted] March 28, 2016Mr. [redacted] aware of resolution
08/29/2016 15:33:55 [redacted] N [redacted] (RNRICHAR)[redacted] Ionia MI 48846-1904Account number: [redacted]Dates of service: 09/29/15 to present.CUSTOMER INQUIRY OPENED AS OF 08/29/16.08/29/2016 16:27:06 [redacted] N [redacted] (RNRICHAR)BILL/USAGE HISTORY FOR THIS ACCOUNT:Bill Month:...
kWh used: kWh/day: mcf used: Bill total:Nov-15 410 14 1.4$85.13Dec-15 483 14 3.3$105.81Jan-16 502 14 4.6$121.99Feb-16 436 16 6.9$128.52Mar-16 436 16 6.6$125.32Apr-16 403 13 3.5$98.68May-16 458 16 3.5$106.89Jun-16 541 17 1.6$106.45Jul-16 648 22 1.2$120.65Aug-16 817 27 1$153.19The new smart meter was installed on 04/18/16. The old meter was using 17kWh/day prior to the exchange and 14 kWh/day after the exchange (between04/18/16 and 04/29/16).Prior to its placement at the home, the current smart meter was tested on01/09/16 and was found to be working accurately at 100.03%08/29/2016 16:35:09 [redacted] N [redacted] (RNRICHAR)PREVIOUS ACCOUNT WAS UNDER [redacted]' NAME.[redacted] MI 48846-1904Account number: [redacted]Dates of service: 02/23/15 to 09/28/15.USAGE/BILL HISTORY FOR MR. [redacted]' ACCOUNT:Bill Month: kWh used: kWh/day: mcf used: Bill total:Apr-15 334 12 7.8$116.92May-15 407 13 2.9$93.55Jun-15 487 16 1.1$92.79Jul-15 682 22 1$125.70Aug-15 680 23 1$125.54Sep-15 595 21 0.7$108.55final bill 709 21 0.9$126.7708/29/2016 16:38:53 [redacted] N [redacted] (RNRICHAR)08/29/16 - Monday at 4:39 pm - left a voicemail message for the customerat phone number ###-###-#### - letting them know I have their inquiry andam available to assist them. I left my direct phone number for them tocall back.08/31/2016 09:05:03 [redacted] N [redacted] (RNRICHAR)08/30/16 - Tuesday at 6:20 pm - Spoke with [redacted] at phone number###-###-#### - letting her know that I have been able to look into herconcerns.We went over the use history for both her account and Mr. [redacted]' account.The usage this summer has been very similar to last summer, with anincrease in usage on the current bill. I explained that the meter hasbeen tested this year, prior to its placement at the home, and was foundto be working accurately. She was happy to know that all of our smartmeters are tested to make sure they are working accurately before weinstall them.Many customers are experiencing increased usage this summer due to therecord-breaking temperatures we've had. I asked her some troubleshootingquestions about the appliances she's using, and we determined that shedoes use window air conditioning units in the home. While we cannot tellher what in the home is using electricity, only how much is being used,but the air conditioning is most likely the cause for the increasedelectric use on the bill.Since there is a smart meter at the home, she is able to log on to hereservices profile online to monitor the electric use on a daily and evenhourly basis. I suggested to determine how much electricity the airconditioners use, she can take a meter read or use a starting time. Fromthere, she can turn off and unplug the window air conditioners for aperiod of time (a few hours, or up to 24 hours) and then compare what wasused during that timeframe to the same amount of time when the airconditioners were being used. This will give her a good idea of what theair conditioning is actually using. I also suggested that she work withthe owner of the home (this is a rental property) to take advantage ofsome of our Energy Efficiency programs, such as the Home Energy Audit.Ms. [redacted] had no further concerns at this time. She thanked me forcalling and has my direct phone number in case either she or Mr. [redacted]has any questions in the future.CLOSING CUSTOMER INQUIRY AS OF 08/30/16.Tell us why here...
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], 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:I am not confused about what was said. I am aware there was a free 15 day trial period however I was told I would receive a free month of consumers energy service (not the service plan). I understand now that he may have been incorrect in telling me this however I have spent hours at this point being transferred and disconnected prior to deciding to file my complaint with the Revdex.com. He may have been incorrect and he may have misspoke but I would not have signed up for plan just to cancel it and then waste hours try to save $40. I signed up because of what I was told and not that is not being honored and I feel that it was a bait and switch. It's not like I jacked my thermostat up to 100 degrees and tried to cheat the system. My heating bill was a very normal $40. I was told I would receive a free month of utilities service from you, not the service plan or appliance service. He should have been much more clear in this I cannot imagine how many other people were also tricked and either didn't notice, got frustrated being transferred and gave up, or didn't know to contact the Revdex.com with a complaint. I am not remotely happy with the response of you misunderstood our agent's misleading cold call. I would change providers today if you didn't have a monopoly. Even in your response you use the same misleading phrases that caused this problem to begin with, probably to cover your butt if the Revdex.com requests the phone call. That is not appropriate language to use. I was told I would receive free consumer energies services for one month, not a service plan, not appliance service, it was simply stated utility service and that to me means my heating bill. Had he said the service PLAN will be free for one month it would have been easily understood. But he said a free month of consumers energy service. I am not happy with this you taking only the $24.98 off my bill because 1) you were supposed to it was within the 15 day window and 2) I did this myself after spending hours on the phone with consumers energy, it was nothing done in response to this Revdex.com complaint.Regards,[redacted]
05/04/2017 14:55:00 EST [redacted] J [redacted] (DJ[redacted])[redacted] / [redacted] MI 48461-9612Dates of Service: May 3, 2013 - PresentI have remarked the account.[redacted]5/4/17 - Assigned to: [redacted], ASP[redacted]5/4/17 - At 2:52 pm I called [redacted] at 810-267-1396...
and left a voicemailexplaining that I had received the inquiry she placed with the EasternRevdex.com and have forwarded it to our Appliance Service PlanDepartment. I let her know that they would be following up with herwithin the next few business days.05/05/2017 14:43:26 EST [redacted] J [redacted] (DJ[redacted])5/5/17 - I received the following information from [redacted]:I contacted Ms. [redacted] today and discussed her concerns. I explained thatthe check and brochure that she received stated that you can upgrade tothe Gold plan for an additional $20.00 per month on top of your base planprice. She upgraded to an Ultra Care Gold.Because this was confusing to her, in light of customer service, I will bereimbursing her for the Gold Plan payments she made for March, April andMay as credit on her utility bill. She was also downgraded to FurnaceCare, per her request. She requires nothing further and is satisfied withthis resolution.Final Resolution with [redacted] May 5, 2017Ms. [redacted] satisfied with resolution.