04/25/2017 16:25:13 EST [redacted] N [redacted] (RNRICHAR)Felecia Jackson1432 Flamingo Dr, Mount Morris MI 48458-2718Account number: 4479Dates of service: 04/24/17 to present.CUSTOMER INQUIRY OPENED AS OF 04/25/17.04/28/2017 07:57:14 EST [redacted] N [redacted] (RNRICHAR)ASSIGNED TO ENERGY DELIVERY SPOC:...
[redacted] + CC: [redacted].04/25/17 # Tuesday at 4:50 pm # spoke with [redacted] at phone number###-###-####. Firstly, I apologized for her frustration.The Customer Service Representative (CSR) she spoke with to start the newaccount failed to place the correct order for new service through ourEnergy Delivery department, and instead placed an install electric meterorder. The order was an "all day" appointment, and that was between 8 amand 4 pm.I confirmed that she did request a call ahead on the installation order,and that the field technician failed to place the proper order to run thenew line and install the new meter through our Customer Energy Specialist(CES) area.I offered to have both the Customer Service management and the CESmanagement teams follow up with her to address those concerns, but shedidn#t feel that was necessary. I agreed to send this to the managementteams in both areas to review as a possible coaching opportunity and takeappropriate action with the employees. Ms. [redacted] felt that would beappropriate.She was able to speak with someone in our Customer Service department([redacted]), who also apologized for her experience, and placed a creditfor $50.00 on her new account. She indicated that [redacted] was veryhelpful, and appreciated the credit.Ms. [redacted] said she is not upset, but would like the service hooked upthere as soon as possible. She has already had an inspection performed,and is simply waiting on us to set a date to install the new line andmeter. I have assigned her inquiry to our Energy Delivery department.They are looking into her concerns with getting the new line and meter setand will be in touch shortly to assist her further.She thanked me for calling, and will keep my phone number in case of anyquestions in the future.SENT EMAIL TO [redacted] (CONTACT CENTER) AND PO BOX: ELECTRIC OPERATIONSCOMPLAINTS +CC: [redacted], [redacted] (ELECTRIC OPERATIONS) TO BEREVIEWED BY THE MANAGEMENT TEAMS FOR COACHING OPPORTUNITIES.RESOLUTION PROVIDED BY [redacted] ON 04/27/17:New service order was designed and scheduled yesterday, April 26, byService Designer [redacted]. I spoke to [redacted] in Saginawscheduling and they are committing the job to be completed on Monday, May1.I called Ms. [redacted] this morning to discuss her concerns. Iapologized for her experience, and told her that we will be out there onMonday, May 1, to set up the new service. She understands that thecustomer service agents and the field employee who failed to create thecorrect order to go through our Customer Energy Specialist (CES) area havebeen coached by the management teams so they don#t make the same mistakeagain, and she was good with that. Also, I told Ms. [redacted] to make sureher breakers are off so the crew can energize the socket. Sheappreciated the call, and was satisfied with the resolution of herinquiry.CLOSING CUSTOMER INQUIRY AS OF 04/27/17.
04/24/2015 11:24:32 [redacted] M. [redacted] (CMHERNAN)
Account [redacted]904
[redacted]
[redacted]
[redacted]
I made courtesy call this morning 04/24/2015 (11:25AM) and spoke to [redacted]
[redacted]. He will tell his father [redacted] that we called. ASP
program manager will contact...
him after she investigates.
Assigned ASP concern to [redacted] cc: [redacted], [redacted],
[redacted] and [redacted].
05/01/2015 15:54:52 [redacted] M. [redacted] (CMHERNAN)
I received email from [redacted] 04/29/2015 (9:47AM) that said:
Approval Request came into the PO Box and it was denied based on cost
exceeds value; the maximum repair amount allowed was: $550.00 and this
repair amount was: $558.50, a difference of $8.50. [redacted] spoke with
[redacted] about this and told her that work should have been approved.
The customer has been contacted and he wants his washer repaired and not
have the previous company out there, which was [redacted]. [redacted]
will be going out along with a tech to confirm washer needs all of the
items listed below and will proceed with making the necessary repairs.
New WO#[redacted] was created and been assign to one of [redacted]#s people.
Customer has been advised and will be contacted with additional
information on who will be coming out and when.
Thanks,
[redacted]
Customer Field Solutions
Operational Analyst
Phone: ###-###-####
05/01/2015 16:17:54 [redacted] M. [redacted] (CMHERNAN)
I received email from [redacted] 05/01/2015 (10:02AM) that said:
CE Field Leads along with a Service Tech went out on 4/30 to diagnose the
washer. CE Field Lead and Service Tech are scheduled to return on 5/5.
CE Field Lead advised customer was satisfied with diagnosis; Bad Mode
Shifter.
Thanks,
[redacted]
Customer Field Solutions
Operational Analyst
Phone: ###-###-####
05/05/2015 13:28:41 [redacted] M. [redacted] (CMHERNAN)
REPAIR WASHER WITH COMPANY ASP work order [redacted] (Notification
[redacted]7): Field comments 04/30/15 - ordered spanner nut belt, lid
switch and mode shifter c.a.s. 05/05/15 - spanner nut seized to mode
shifter, let sit with penetrating oil for 6 days, will not break loose,
needs new unit.
06/21/2016 10:02:21 [redacted] W. [redacted] (BW[redacted] T [redacted] / [redacted]Dates of Service: 09/22/2012 - PresentTotal/Past Due Balance: $154.53Turn-Off Notice Balance: $109.42Amount Required for Turn-On: $159.4212 Month Payment HistoryDate Amount06/29/15 $86.0008/25/15 $70.0009/21/15...
$100.0011/02/15 $100.0001/16/16 $70.0003/07/16 $100.0003/21/16 $100.0004/04/16 $100.0006/06/16 $150.00Dunning HistoryDate Action05/25/16 Turn-Off Notice Mailed06/01/16 Mid-Cycle Call - Completed06/04/16 Intent to Disconnect MailedPayment Extension Hold 06/04/16 - 06/11/1606/20/16 Sealed for Non-PaymentNotes from Contact Center06/21/2016 - Customer aware had a turn-off notice for $259.42 and onlypaid $150.00. Aware turn-off notices must be paid in full to avoiddisconnection. Customer insists that if he paid a portion of turn-offnotice that he should be sent another notice and given more time since heattempted to make a payment. Aware this is not the case and turn-offnotices must be paid in full to avoid disconnection.Mr. [redacted] has defaulted twice from the Shutoff Protection Plan within thepast 12 months. He's not eligible for another enrollment until August 3,2016.I spoke with Mr. [redacted] on 06/21/2016 at 10:41 AM. He said he was told thepayment he made should have stopped the shutoff of service because wedon't disconnect people for less than $200.00.I asked him when he was informed of this.He said "This morning."I went on to inform him the Contact Center Representative that he spokewith noted what was discussed; the payment he made wasn't enough tosatisfy the Turn-off Notice. Therefore, the turn-off notice continued andhis service was disconnected.He said he thought the amount he paid towards the turn-off notice balanceshould cause another shut-off notice to be generated.I again informed him that his turn-off notice wasn't satisfied, whichcaused his disconnection.I suggested in the future that he contact us to let us know when he planson making payments so that we can work with him.Then I suggested he seek assistance. He said he sought assistance andcan't get it. I informed him the assistance is based on income and thathe should also apply for the Home Heating Credit.He again said that he applied and was denied.I went on to say that to reconnect his service, we are requiring $159.42;$109.42 for the turn-off notice and a $50.00 reconnect fee.Mr. [redacted] said that we're not willing to work with him. I informed him weenrolled him on the Shutoff Protection Plan twice within the past year tohelp him pay down his balance. I suggested this was an attempt for us towork with him. He disagreed.Mr. [redacted] is aware we need $159.42 to reconnect his service and once paidwe will place a reconnection order.Corporate Complaint closed 06/21/2016
06/11/2015 10:54:58 [redacted] s [redacted] (ASBERTRA)
Assigned out to Po Box: Metro Property restorations
Called and left a voicemail for Mr. and Mrs. [redacted]
06/12/2015 13:38:13 [redacted] s [redacted] (ASBERTRA)
[redacted],
This work will be completed by June 17. I have also left a message for the
customer about this...
date of completion.
[redacted]
06/17/2015 14:13:08 [redacted] s [redacted] (ASBERTRA)
I received an email response from [redacted] supervisor in Metro Property
restoration 6/17/2015 stating that the repair have been made at this
address.
I attempted to reach the customer again 6/17/2015 no answer I am sending a
letter for closure.
June 17, 2015
[redacted]
[redacted]
[redacted]
Account Number: [redacted]
Dear [redacted]
This letter is in response to the inquiry you filed with the Eastern
Revdex.com in regards to driveway repairs.
Foremost, I apologize for the frustration and inconvenience you have
experienced. Based upon your email, as well as the length of time
involved, our customer service regarding this matter has not been
consistent with Consumers Energy#s intent to serve our customers well.
Our property restoration department and I have attempted to contact you to
discuss your driveway repairs. Unfortunately we have not been able to
reach you. Our records show as of today June 17th the repairs have been
completed. If you have further questions regarding the repairs please
contact our property restoration department at ###-###-####.
Also feel free to contact me at ###-###-#### extension [redacted] or
###-###-#### if you have any further concerns or questions regarding this
matter. At this time I have closed your inquiry.
Sincerely,
[redacted]
Customer Care Representative
as[redacted]@cmsenergy.com
cc: Eastern Revdex.com
[redacted] MI 48617Dates of Service: December 23, 2015 - January 1, 2016I have remarked the account.[redacted]Time LineDate Action12/22/15 Service Requested for [redacted] by [redacted] -balance owed of $125.5312/23/15 Payment of $125.53 - received12/23/15 Request Reversed -...
per [redacted]12/23/15 Service Requested for [redacted] by [redacted] -documentation requested12/29/15 Lease Received - in [redacted] & [redacted] name12/29/15 Service Placed in [redacted] name - balance owed of $288.31from previous address12/30/15 Salvation Army Authorized Payment of $288.3101/02/16 Service Placed in [redacted] Name01/02/16 Service Turned on at 3:13 pm[redacted]12/30/15 - At 1:16 pm I called [redacted] at ###-###-#### and left him avoicemail with my contact information.01/04/16 - At 9:34 am I called [redacted] at ###-###-#### and left him anothervoicemail with my contact information.01/04/16 - Due to no response from [redacted] I sent him the following letter:January 4, 2016[redacted], MI 48617Account Number: [redacted]Dear Mr. [redacted],I am writing in response to the inquiry that you placed with the BetterBusiness Bureau. I understand this is regarding having services placedinto your name. Sadly I have not been able to reach you by telephone.After reviewing your account I see that you had requested service in yourname at [redacted] on 12/22/15 but you had an outstandingbalance of $125.53 that had to be paid before we could process yourrequest and it was received on 12/23/15. That request was reversed as youhave requested and you then requested service in your name at [redacted]Dr., [redacted] and we required documentation to complete the request.On 12/29/15 we received your documentation and the rental agreement was inboth you and your wife [redacted]#s name. Because [redacted] had an outstandingbalance the service was placed into her name and her balance had to bepaid before the electric service could be restored. [redacted] from ourinvestigation department attempted to call you on 12/29/15 to explain thisbut there was no answer and voicemail was not set up so she was unable toleave a message.Our records show that on 12/30/15 Salvation Army authorized a payment of$288.31 to cover the outstanding balance owed by [redacted]. When youcontacted us on 1/2/16 our customer service representative was able tohave the services turned on in your name at [redacted]. Theservice was turned on at 3:13 pm on 1/2/16.I do apologize for any inconvenience this may have caused. If you haveany further questions please call me directly at ###-###-####.Sincerely,[redacted]Customer Care Representative###-###-####[redacted].[redacted]@cmsenergy.comCC: Revdex.comComplaint closed________________________________________________________________________
[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 10569536, 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:
I can appreciate that [redacted] took time to respond, but it is not
acceptable. What was offered was to increase my payment so that I can make up for them not reading my meter. I should not have to be put on another payment plan with increased monthly payment because Estimates are acceptable. Our gas meter is 5 steps from our electrical meter and they were able to provide an actual on this. The reasoning per [redacted] stated was due to inaccessibility and also the weather. This has been estimated back til October 2014 and there was not bad weather at that time. I also did not default in my payments on my other plan, consumers put me in a financial situation where my only option was to see help with [redacted]. When I worked with [redacted] they requested my balance to help me and at no time did Consumers tell them these where estimated numbers, so the amount would be different. This would all have been taken care of, if consumers was doing actual meter reads or even providing actual /correct numbers when I was able to receive help. I realize nothing will be done to correct this, as I do not have an option for another company I am stuck. I feel people should see that these things are happening to a lot of customers, and that maybe there regulations and what is expected of them should change. Regards,
[redacted]
01/19/2017 16:06:26 EST [redacted] [redacted] ([redacted])[redacted] / [redacted]1/19/2017 Called and left a voicemail for Mr. [redacted]01/20/2017 09:59:17 EST [redacted] [redacted] ([redacted])1/20/2017 Called and left a voicemail for Mr. [redacted]01/24/2017 08:29:48 EST [redacted] [redacted] ([redacted])I have not...
been able to reach Mr. [redacted] by phone, I was not sure exactlywhat his meter concerns were. The recent change was the installation ofhis smart meter, therefore I addressed the testing of the smart meter andalso provided the history for his consumption.I sent the following letter for closure.January 24, 2017[redacted]Account Number: [redacted]Dear Mr. [redacted],This letter is in response to the inquiry you filed with the EasternRevdex.com regarding your Consumers Energy account.Unfortunately, I have not been able to reach you by telephone.First let me start by apologizing for any frustrations or inconveniencesyou may have experienced with Consumers Energy.I have reviewed your account, and our records show your gas meter wasinstalled in 1991 and your new smart meter was installed November 23,2016. Prior to installation the smart meter serving your home was testedfor accuracy and the meter tested within the *Michigan Public ServiceCommission guidelines at 100%.I have compared your electric and gas consumption to your prior historyand your current billing consumption is in line with your homes potentialuse.Dates of Service MCF kWh Billed12/9/2016 1/11/2017 12.6 442 $166.3712/10/2015 1/13/2016 9.1 323 $124.4412/7/2014 1/9/2015 11.9 368 $167.8912/10/2013 1/10/2014 17.5 402 $213.5612/9/2012 1/10/2013 13.6 444 $192.1412/8/2011 1/9/2012 13.1 416 $192.41I would be happy to further discuss your billing or meter concerns. Pleasefeel free to contact me at [redacted] if you have any questionsregarding this matter. At this time I have closed your inquiry.Sincerely,[redacted]Customer Care Representative[redacted][email protected]: Eastern Revdex.com*the accuracy standard for gas and electric meters is plus or minus 2.0%.This means that meters testing between 98.0% to 102.0% are accuratemeters. Metes that do not test within the allowable limits of accuracyarea subject to the rules governing the adjustment of bills due to themeter error as defined by the Michigan Public Service Commission.Closed complaint 1/24/2017
07/14/2015 12:22:48 [redacted] s [redacted]m (AS[redacted])
[redacted] er[redacted], account number 1030
1672 3845.
Assigned out to [redacted], [redacted], [redacted] and [redacted]
[redacted].
I called 7/14/2015 and left a voicemail for Ms. [redacted]er letting her know
her concern...
has been received and our appliance service plan group will
follow up with her asap.
07/22/2015 08:24:51 [redacted] s [redacted]m (AS[redacted])
Bp [redacted] account number [redacted] service dates 4/1/2010 to
4/10/2015
Appliance service plan history
4/19/2013
Refrigerator repair call with contractor /faulty compressor advised part
not covered
07/09/2013
Customer called in stating that [redacted] (contractor) went out to repair
refrigerator and they took 5 minutes and told her the compressor was bad,
not covered. Customer did some investigating and got another tech on her
own out and he told her she needed an appliance overload part. She
ordered one and refrigerator is working fine now. She has filed a
complaint with CE as when she called in a CSR tried to upsell her to Gold
while she was trying to find out what we were going to do to reimburse her
for her lost food and the $60 part she got to fix Refrigerator. Sent email
to T [redacted] and have received copy of receipt
7/12/2013
MPSC complaint # [redacted] was filed regarding the compressor / unable
to reach the customer a letter was mailed.
7/17/2013
Customer was reimbursed $62.00 for the part
Appliance service plan started 5/12/2010 and was canceled on 7/30/2013
[redacted] with ASP was unable to find any new ASP contracts with
Ms. [redacted]er she was not able to reach her by phone either. The following
letter was mailed to Ms. [redacted]er by [redacted].
[redacted]er
[redacted]
[redacted]
Dear Ms. [redacted]er:
In response to your note regarding the Appliance Service Plan, we have
contacted you for more information. The address you provided does not have
the Appliance Service plan. If you can provide the address that has the
Appliance Service Plan I will look into the matter.
Thank you.
[redacted]
Solution Manager
Appliance Service Plan
###-###-####
mary[redacted].[redacted]@cmsenergy.com
I said the following letter for closure
July 21, 2015
[redacted]er
[redacted].
[redacted]
Dear Ms. [redacted]er,
This letter is in response to the inquiry you filed with the Easter RevDex.com in regards to the Appliance Service Plan.
[redacted] in our Appliance Service Plan department has attempted
to reach you by telephone regarding your concerns. Ms. [redacted] can be
reached at ###-###-####.
Please feel free to contact me at ###-###-#### if you have any further
concerns or questions regarding this matter. At this time I have closed
your inquiry.
Sincerely,
[redacted]m
Customer Care Representative
as[redacted][email protected]
cc: Eastern Revdex.com
Closed inquiry 7/21/2015
Also 2013 complaint with same information
07/11/2013 13:09:17 [redacted] C. [redacted] (DC[redacted])
Notes didn't take.
07/05/13 at 9:49am noted account and sent email to [redacted] & [redacted] at 9:58am.
Called Ms. [redacted]er at ###-###-#### and got voicemail. Advised that someone
from [redacted] office would be contacting her.
07/12/2013 14:39:48 [redacted] C. [redacted] (DC[redacted])
Per [redacted] they have been unable to reach Ms. [redacted]er nor has she responded
to voicemails. The following letter was sent today:
July 12, 2013
Ms. [redacted]er
[redacted]
[redacted]
Dear [redacted]er,
I recently received an inquiry on your behalf from the Michigan Public
Service Commission (MPSC) regarding an appliance repair. Unfortunately we
have been unable to reach you.
I apologize for any inconvenience this may have caused you. I would be
happy to assist you and address any questions or concerns you may have
regarding repairs made or lack thereof.
Please contact me at your earliest convenience at ###-###-#### so we may
discuss your concerns further. I have closed your inquiry however again I
will be happy to address any concerns you have in regards to the service
call to your home.
Sincerely,
[redacted]
Customer Service Dept.
07/12/13 closed MPSC Complaint
07/27/2016 09:48:05 [redacted] I [redacted] ([redacted])--------------------------------------------------------------------...⇄ - [redacted] Oxford, MI 48371 ------------------------------------------------------------------------On 07/20/2016 I had email correspondence with [redacted]...
[redacted] at[redacted]@gmail.com. Where Mr. [redacted] was advised that the paymentextraction was not initiated by Consumers Energy and as a result theappropriate course of action would be to connect with his financialinstitution to have the funds returned and protect himself from anyadditional unauthorized transactions from occurring.On 7/21/2016 at 3:57 PM I called ###-###-#### and left a voice message ona generic voicemail providing my phone number for contact.I received a returned voice message from [redacted] on 7/21/2016 at4:37 PM advising he was at would and would be available to receive a callthe following day after noon.On 7/22/2016 at 1:40 PM I called ###-###-#### and spoke with [redacted]. I explained that I was the initial representative correspondingwith him by email, and I apologized as with the escalation I was made moreaware of how "cold" the information can come across in writing. Iexplained that we definitely understand the circumstance and want him tounderstand that the advisement to work with his financial institution isthe ideal course of action to best secure his funds moving forward. Iadvised that If Consumers Energy were to find and refund the balance thatsomeone else provided us, it would offer him only a temporary fix, becausea refund by Consumers Energy would not take the financial information outof the unauthorized person's hands. Whereas the financial institutionshould have steps in place to ensure the security of the state of theaccount; and if the concern is addressed through the bank, they should beable to retrieve the funds and re-secure his account by supplying a newaccount number.We discussed that I did receive authorization to have the fundselectronically reversed to his account, however we would still encouragethat he go to his bank to address the security of his account to preventthis from occurring again. Mr. [redacted] indicated that with our emailcorrespondence he had already began the process with his bank and togetherwe decided that the funds would not be returned by Consumers Energy and hewould continue the process with his bank. I advised Mr. [redacted] that hecan reach out to me with any additional questions or concerns, and hethanked me for my follow up phone call.Complaint closed 7-22-2016Tell us why here...
05/11/2015 13:01:25 [redacted] N. [redacted] (EN[redacted])
----------------------------------------------------------------
[redacted]-1[redacted]-CA#[redacted]522
----------------------------------------------------------------
-Old account in question is [redacted]...
[redacted],
CA#[redacted]084
-The account closed on 9/1/14 with a final bill of $33.65 due on 9/24/14
-The following were the final payments that came in on this account:
9/3/14 $30.55
9/5/14 $33.65
1/28/15 $41.06
3/24/15 $45.31
-On 10/19/14 the amount of $30.55 which was a credit on the old account
was transferred to the new account and this was an automatic system
transfer
-The $41.06 paid on 1/28/15 was the balance due 2/10/15 on the new account
and the $45.31 was the final bill on the new account due on 2/17/15 which
included the $41.06
-The newest account was closed on 1/23/15 and customer has a credit of
$41.06 and a refund was approved on 5/9/15 for the amount
05/14/2015 15:28:42 [redacted] N. [redacted] (EN[redacted])
-Since there was no phone number on the complaint or account I am sending
the following by email and a hard copy letter apologizing for the
frustration that was caused and advising if he has further questions to
please let me know:
May 14, 2015
[redacted]
[redacted]
[redacted]
Account Number: [redacted]522
Dear [redacted],
I recently received an inquiry you placed with Eastern RevDex.com regarding your Consumers Energy account at [redacted] in
Grand Rapids.
On behalf of Consumers Energy I'd like to apologize for any confusion or
frustration that may have been caused while making payments to your
account with us.
Each time a customer starts a new account with us a new account number is
assigned. The old accounts while closed and no longer being billed are
still available to accept payments in the event the customer has an
overdue balance that still needs to be paid.
In this case while you did not have an overdue balance on your old account
because the payments were made to a closed account it resulted in a credit
balance and because this account is no longer active it did not
automatically prompt a refund for you. Our records show this matter has
been corrected and a refund of $41.06 was approved on May 9th and a check
mailed on May 11th.
Again, I sincerely apologize for the frustration and inconvenience that
was caused. If you have any additional questions regarding this matter or
do not receive your check with 7-10 days please feel free to contact me
directly at ###-###-#### and at this time I have closed your inquiry.
Sincerely,
[redacted]
Customer Care Representative
[redacted].[redacted]@cmsenergy.com
COMPLAINT CLOSED 5/14/15
[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]
02/27/2017 09:54:09 EST [redacted] N. [redacted] (EN[redacted] / 0769[redacted] MASON MI 48854SERVICE DATES: 4/14/16 TO PRESENTI reviewed the account and found the following:DUNNING HISTORY:2/22/17 Mailed Turn off notice $343.62PAYMENT HISTORY:5/14/16 $22.077/27/16 $93.009/20/16 $282.3311/22/16...
$269.441/26/17 $500.00-There are two prior installment plan defaults back in August andSeptember 2016-The $500 payment made in January was because there was an accumulatedbalance of $633.62 on the account.-To have service reconnected in January there was a $500 payment made and$290 went to the bill, $160 to the deposit and $50 to reconnection fee.-This left a balance of $343.62. The new bill generated in the amount of$212.03 plus a $6.47 Late payment charge bringing the total balance backup to $562.122/27/17-I called ###-###-#### and was able to speak with [redacted]. He stated that he moved out back in January and no longer liveswith [redacted]. He stated he is trying to help her out so she doesn't getthe service turned off again.We went over the payments and he said they had been paying consistently onthe account. I advised if we are missing payments that there wasadditional information I would need but that I would be happy to look intothis further.Some of the confusion came in when he was unaware what was paid in Januarywas not enough to bring the account to a zero balance but to get theservice restored and that only a portion went to the bill and the rest tothe deposit and reconnection fee.He stated that [redacted] had called to talk about a payment program but washaving issues. I asked if he could have her call me directly or provideher number and I would reach out to her and explain the options available.He took my number and stated he would have her call me. I advised if hehad any questions in the meantime to please let me know and he stated hewould.-Waiting on call from [redacted] to further discuss her account andpayment options.03/02/2017 08:00:14 EST [redacted] N. [redacted] (EN[redacted])3/2/17-[redacted] never contacted me to further discuss her accountand payment options. I tried the number on the account of ###-###-####however this is not a valid number. Since [redacted] is nolonger living at the location I am sending the following letter to [redacted]to let her know what type of arrangements she can enter into and furtherexplain her account.March 2, 2017[redacted]Mason, MI 48854-9245Account Number: 0769Dear [redacted],I recently received an inquiry you placed the Revdex.com.While I was able to Mr. [redacted] regarding your account, I have beenunable to speak with you to further discuss payment options.In January 2017 the total account balance owing was $633.62. At the timeservice was disconnected a $500 payment was made for reconnection. Ofthis payment $290 went towards the utility balance, $160 for securitydeposit and $50 reconnection fee. This left a total account balance of$343.62. On February 20th your new bill generated in the amount of$218.50 bringing the total account balance to $562.12.We have several payment options available including weekly or bi-weeklypayments and the Shut off protection plan program. If you are strugglingto make payments there are also agencies available that may be able toassist. You can reach these agencies by dialing 2-1-1.A hold has been placed on your account until March 9th to allow time forarrangements to be made. Please feel free to call me directly at###-###-#### and I'll be happy to discuss the options available.Sincerely,[redacted]Customer Care Representative[redacted].[redacted]@cmsenergy.comCOMPLAINT CLOSED 3-2-2017Tell us why here...
10/26/2016 11:27:38 EST [redacted] A. [redacted] (JA[redacted]CA# [redacted] #105 FRUITPORT MI 49415-9529Dates of service: 04/25/16 - present.10/26/2016 12:05:20 EST [redacted] A. [redacted] (JA[redacted])I've sent an email to Smart Metering asking for assistance.12:06 pm - I called ###-###-#### and got...
voicemail. I left a message withmy contact information, indicating that the concern has been received andwe will be in touch as soon as I'm able to obtain the necessaryinformation regarding his meter reads.Smart meter was installed here in 2013.10/31/2016 09:49:11 EST [redacted] A. [redacted] (JA[redacted])I received the following from [redacted] with smart meters on 10/26:"I looked into this account (meter [redacted]) and this is what I found:· Smart meter was installed June 2013 and looks like it wascutover September 2013.· Meter is on the SEOC troubled log as a stopped meter. Lastcommunication was July 2016, although daily reads stopped in April 2016.· From what I see in SAP, the customer did receive 4 estimatedbills from May # August while their meter was cutover.· The meter was reversed back to manual reads on 8/17/16. Lookslike their September bill was estimated (not field read), but the read inOctober was an actual.· I would recommend this customer remain on manual reads.Looking back prior to their smart meter, the meter was consistently fieldread monthly for years. "9:56 am - I called ###-###-#### and got voicemail. I left a message withmy contact information, requesting a call back.10/31/2016 14:23:32 EST [redacted] A. [redacted] (JA[redacted])There has been no response to my voicemail messages. I am sending thefollowing letter for closure:October 31, 2016[redacted]. #105Fruitport, MI 49415-9529Account Number: [redacted]Dear Mr. [redacted],I#m pleased to let you know that we've received your concerns regardingyour estimated meter readings for [redacted]. #105 Fruitport, MI fromthe Michigan Agency for Energy (MAE formerly known as the MPSC). Becauseour customers are important to us, we've taken your concerns seriously andhave reviewed your account.The meter at your location is a Smart Meter and it stopped communicatingmeter reads to us in April. Because this is sometimes a temporarysituation, we had not assigned a meter reader to read the meter untilseveral months pass without a reading from the meter. This meter is nowon manual meter reads and the current billing is based on an actual meterreading.Your meter will continue to be manually read until we have determined theproblem with the remote readings and have a fix in place. Occasionally,due to things beyond our control such as weather, loose dog, or employeeabsence, we may not be able to obtain a reading, and for this we are verysorry. We have scheduled actual readings for this location going forward.I apologize, but at this time we are not able to grant your request for acomplimentary energy efficiency check. Your gas supplier may be able toprovide this for little or no cost to you. We don't have anyoneavailable in your area to provide this service because we do not supplygas service here.Our Budget plan figures are based on usage history for this location forthe last 12 months. Because this would include usage from prior to yourtaking possession of the property, you may wish to wait until you've beenhere for a full year before enrolling. Our current quote for the budgetplan at this location is $79.00 per month. Please contact me or ourContact Center (###-###-####) if you would like to enroll.It is my sincere hope that this information has resolved your concerns.Please let me know if there is anything further I can do to help you.Thank you for the opportunity to assist you with your inquiry.Respectfully,[redacted]Customer Care Representative###-###-####Julie.[redacted]@cmsenergy.comCOMPLAINT CLOSED 10/31/16________________________________________________________________________...⇄ 0002TaskTask text MM[redacted] re-open MAE kplt 11-1-16 Status TSCO Planned start 11/01/2016 14:13:51 Planned end 11/01/2016 14:13:51 Completed on 11/01/2016 by ________________________________________________________________________11/01/20...⇄ 14:13:14 EST [redacted] M. [redacted] (MM[redacted])MM[redacted] re-open - for clarification of billing.________________________________________________________________________...⇄ 0003TaskTask text re-open Status TSCO Planned start 11/01/2016 00:00:00 Planned end 11/01/2016 00:00:00 Completed on 11/01/2016 by ________________________________________________________________________11/01/20...⇄ 14:16:44 EST [redacted] A. [redacted] (JA[redacted])I unfortunately have forgotten to include some important informationregarding the account and in the letter sent to the customer.Current account balance: $169.29Billing history:Billing date Due date Bill total10/13/2016 11/04/2016 169.2810/12/2016 11/03/2016 108.5108/26/2016 09/19/2016 243.8907/23/2016 08/15/2016 419.8506/21/2016 07/12/2016 144.7005/24/2016 06/14/2016 62.63The meter at this location was tested on 04/23/13, prior to installation,and was found to be 99.987% accurate.I am sending the following additional letter to the customer:November 1, 2016[redacted]. #105Fruitport, MI 49415-9529Account Number: [redacted]Dear Mr. [redacted],I apologize for sending you an additional letter, however my previousletter did not include a few pieces of information that you may findhelpful.Because your current balance is the result of two months' worth ofcharges, please contact me if a payment arrangement is needed. We wouldbe happy to spread out your payments over a 2 month period if you needadditional time to bring the account current.Also, when reviewing your energy usage here, I found nothing to indicate apossible problem with how accurately your meter is registering your energyusage. For your peace of mind, we would be happy to have your metertested to verify that it's working properly. Please contact me if youwould like the meter tested.My apologies again for this additional letter and I hope that thisadditional information has resolved your concerns. Please let me know ifthere is anything further I can do to help you.Sincerely,[redacted]Customer Care Representative###-###-####Julie.[redacted]@cmsenergy.comEND UPDATETell 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.I would like to add that I actually had an apt for Consumers to come out on 7/11/16 to check my meter. I was told that they would be out between 12:00pm - 4:00pm and I would receive a call before they came out. About 3:50pm I called [redacted] because I had not received a call from Consumers and no one had been out. I was told that they had left [redacted] a message, apparently that they wouldn't be out, but no one called me. I waited all afternoon for NOTHING! I now have another apt scheduled for 7/29 @ 12:00pm - 4:00pm. We shall see. At this point, at least I feel that someone, [redacted], is understanding and listening to me. She is seeing my concerns and I appreciate her greatly. My July billing is also in line with where it normally is. I find it interesting that it is now in line only after my complaining. They are supposed to swap out my gas meter on 7/29 and send my old one to Jackson to be tested. I have saved [redacted]'s phone number and if EVER I need to speak to someone at Consumers, it will be her. She is their gem.Thank you for assisting me with this matter. I will be in touch if this isn't resolved.
Regards,
[redacted]
01/07/2015 16:41:08 [redacted] G. [redacted] (RGESCUTI)
On January 7, 2015 at 3:39 PM I spoke to Mr. [redacted]. I explained to him we
have received his concern and I am forwarding this on to the supervisor.
I emailed and assigned the complaint to [redacted] and cc [redacted].
01/15/2015 12:35:39...
[redacted] G. [redacted] (RGESCUTI)
**MPSC Complaint#[redacted]5 filed 01/08/15[redacted]
On January 8, 2015 at 3:30 PM I spoke to Mr. [redacted]. He said he filed the
Revdex.com Complaint the same time as he filed the MPSC
complaint. He said the supervisor called him about an hour ago and they
did schedule an appointment.
I emailed [redacted], [redacted] and [redacted].
01/15/2015 10:22:19 [redacted] G. [redacted] (RGESCUTI)
Account number [redacted]
[redacted]
[redacted]
[redacted] 48420
Dates of Service: 06/03/08 to current
01/06/15- Customer states he has low gas pressure going into home, Order
#[redacted] placed.
Consumers Energy found the customer has gas but might need a bigger meter
for all btu
01/07/15 Consumers Energy Specialist spoke to Mr. [redacted]. Mr. [redacted] stats
he is having issued with the furnace staying running. Energy Specialist
placed order to investigate. Customer does have generator but is having
problem even when generator is operating.
Consumers Energy checked pressure and gas pressure fine.
01/15/2015 12:03:13 [redacted] G. [redacted] (RGESCUTI)
On January 8, 2015 [redacted] Consumers Energy Gas Field Leader spoke
to Mr. [redacted]. Per Mr. [redacted]'s request he agreed to exchange the meter for
customer satisfaction.
On January 9, 2015 at 10:07 AM gas meter number [redacted] was exchanged
with gas meter number [redacted].
At 3:30 PM [redacted] contacted Mr. [redacted]. The service worker found
nothing wrong with the meter but exchanged it for customer satisfaction.
[redacted] confirmed with Mr. [redacted] when the service worker went out
everything was working properly and we had proper pressure. All the
appliances were running. As far as the upgrade is concerned if Mr. [redacted]
has another issue with gas volume he will need to request for a larger
meter. The service worker indicated that the customer had installed a
generator which usually requires a larger meter to handle the load. He
will have to pay for that if that is the case because he has altered the
load on his service.
Mr. [redacted] was satisfied with the work performed and thanked [redacted]
for addressing his concerns.
02/04/2015 08:45:43 [redacted] W. [redacted] (BW[redacted])
Remarked account and assigned to [redacted] + cc: [redacted],
[redacted], [redacted], [redacted]
I received the following information from [redacted]:
I see this customer filed a corporate complaint. I am just following...
up
with you. Here is the information below of how the customer was enrolled.
We use to use telemarketers to contact the customer. Since it has been
years and we don#t use that firm any more it would be impossible to get a
recording.
The customer was enrolled on ASP on 04/25/2000 by a telemarkerter.
02/04/2015 10:15:20 [redacted] W. [redacted] (BW[redacted])
I spoke with Mrs. [redacted] on 02/04/2015 at 10:15 AM. I explained that
we've received her complaint and I have forwarded it onto the Appliance
Service Plan (ASP) Management for a resolution. She is aware that someone
from the ASP group will be contacting her to resolve her concerns.
02/05/2015 16:10:50 [redacted] W. [redacted] (BW[redacted])
I received the following information from [redacted]:
I spoke to Ms. [redacted] today (02/05/2015) and offered to reimburse 2013,
2014 and January of this year. The total reimbursement will be $743.73. A
check will be sent and she is aware it will take 7-10 business days. She
was originally enrolled in 2000 by an outbound call campaign. She
accepted this and said thanks.
Corporate Complaint closed 02/05/2015
09/19/2017 08:38:22 EST [redacted] C [redacted] (JCJOHNSO)CUSTOMER INFORMATION[redacted] S [redacted] / [redacted] TROY MI 48085-4072Dates of Service: 10/12/2015 - PresentCUSTOMER CONTACT SUMMARY09/07/2017 | 9:07 AM- Contacted customer at ###-###-#### to discuss the meter concerns hesubmitted to the Better...
Business Bureau and reached his voicemail. Leftmessage with my contact information and explained our Energy Deliverydepartment would be investigating further. Someone from that group wouldthen be calling him to discuss this. Advised contacting me with anyquestions he has before hearing back.- Forwarded inquiry to [redacted] and [redacted] in Energy Delivery for resolution.- [redacted] in our Customer Energy Management department provided a resolutionto this inquiry.09/13/2017- [redacted] contacted Mr. [redacted] by phone and reached his voicemail. He left amessage with his contact information asking he call back to discuss hisconcerns.09/14/2017- Having not heard back, [redacted] attempted to reach Mr. [redacted] again by phoneand was unable to speak with him. He left another message at that timerequesting Mr. [redacted] call him.09/15/2017- [redacted] made a third attempt to reach the customer by phone and failed tospeak with him. He left another message with the reason for his callasking the customer to call him to discuss a resolution.09/19/2017- Having not heard back, the following letter was sent to the customer on09/19/2017 to address his concerns:[redacted]September 15, 2017Mr [redacted] MI, 48314Site Address [redacted]Troy, MI 48085Dear Mr. [redacted],This letter is in response to the inquiry that you submitted regarding themeter at your home. I attempted to reach you by phone on 09/13/2017,09/14/2017, and 9/15/2017 to follow up, but wasn't able to make contact.I hope this letter addresses your concerns.I understand you're concerned that your meter is not operating properly.The information I have shows that we did replace the gas meter on9/6/2017. It also looks like you may have wanted to upgrade the meter tobe able to have more gas flow through to either power more appliances orlarger ones. To clarify, the added cost you've pointed out is associatedwith the meter upgrade, not the exchange that recently occurred becausethe prior meter was old. You are not responsible for the cost of a simplemeter exchange.The current gas meter will handle most residential homes, but there aretimes when some appliances require more gas. If you're using high-demandappliances and equipment (like a standby generator), we do need to comeout and replace the gas meter with one that is able to handle the largerdemand. Since the meter is larger than a standard residential service andmore expensive to maintain, that cost falls on the customer. We're unableto recover those costs with the revenue generated from any increasedusage.If you could contact me I can get your existing load and what you wouldlike to add to the home. From there, I can check to see if you need alarger meter or not and also give you a quote of what that would cost.I hope I have cleared up any confusion regarding this issue. If you haveany questions please feel free to contact me. My direct line is###-###-####.Sincerely,[redacted]Energy Delivery Request Team Leader[redacted]@CMSENERGY.COMTell us why here...
This is just a status report. Closure to follow after meter tests.07/11/2016 09:47:02 [redacted] I [redacted] (EIHALLEN)----------------------------------------------------------------[redac...⇄ />
----------------------------------------------------------------The inquiry was forwarded to [redacted] to follow up on the concernsregarding the interactions with the contact center representatives.The smart meter with meter number [redacted] was installed on the home at[redacted] on 12/9/15.Electric Meter Reading HistoryDate Read KWH Type Reason03/28/2014 16,761 860 Actual04/29/2014 17,701 940 Actual05/29/2014 18,564 863 Actual06/27/2014 19,366 802 Estimate Not Attempted07/30/2014 19,971 605 Actual08/27/2014 20,586 615 Actual09/26/2014 21,245 659 Estimate Not Attempted10/27/2014 22,053 808 Actual11/26/2014 22,852 799 Actual12/29/2014 23,855 1003 Actual01/28/2015 24,698 843 Actual02/26/2015 25,513 815 Estimate Not Attempted03/27/2015 26,433 920 Actual04/28/2015 27,231 798 Actual05/28/2015 27,867 636 Actual06/29/2015 28,540 678 Actual07/28/2015 29,150 610 Estimate Not Attempted08/26/2015 29,761 611 Actual09/25/2015 30,404 643 Actual10/26/2015 31,116 712 Actual11/25/2015 31,915 799 Estimate Not Attempted12/07/2015 32,164 Actual Exchange12/08/2015 0 Actual Installation01/02/2016 670 919 Actual01/30/2016 1,437 767 Actual02/29/2016 2,281 844 Actual03/29/2016 3,078 797 Actual04/27/2016 3,907 829 Actual05/30/2016 4,808 901 Actual06/28/2016 5,490 601 ActualElectric Monthly Consumption ComparisonMonth Year KWH Days UPD ADTApril 2014 860 28 31 26April 2015 920 29 32 33April 2016 797 29 27 42Month Year KWH Days UPD ADTMay 2014 940 32 29 47May 2015 798 32 25 48May 2016 829 29 29 46Month Year KWH Days UPD ADTJune 2014 863 30 29 59June 2015 636 30 21 63June 2016 901 33 27 60Month Year KWH Days UPD ADTJuly 2014 802 29 28 69July 2015 678 32 21 68July 2016 601 29 21 70** UPD - Use Per Day** ADT - Average Daily Temperature gathered from Weatherdatadepot.comThe Consumption falls into line based off history and weatherOn 6/16/16 at 1:22 PM I called [redacted] and left a voice message on ageneric voice mail providing my phone number for contact.On 6/20/16 at 9:38 AM I called [redacted] and left a voice message on ageneric voice mail providing my phone number for contact.On 6/23/16 at 9:38 AM I called [redacted] and left a voice message on ageneric voice mail providing my phone number for contact.On 6/27/2016 at 2:06 PM I called [redacted] and spoke with [redacted]. Wediscussed that although I can see the potential for use in the history, Ican understand her concern based off the increase in energy used from theyear prior. During our conversation we discussed that her concerns aremore than just the electric meter and I advised I would continue myinvestigation/review of her account including the gas. We scheduled ameter test to be performed on the electric meter on 7/11/2016 between 12-4PM. I advised that Ms. [redacted] would be followed up with by a ContactCenter Manager to discuss her concerns regarding her prior interactionswith Consumers Energy representatives; and we agreed that I would followup with more information following the completion of the meter test. Ms.[redacted] was provided with my phone number for direct communication regardingher account.Gas Communication Module was installed on 12/17/2015Gas Meter Reading HistoryDate Read Mcf TypeReason03/28/2014 9,121 22.1 Actual04/29/2014 9,489 14.7 Actual05/29/2014 9,546 5.7 Actual06/27/2014 9,568 2.2 Estimate Not Attempted07/30/2014 9,584 1.6 Actual08/27/2014 9,596 1.2 Actual09/26/2014 9,610 1.4 Estimate Not Attempted10/27/2014 9,724 11.4 Actual11/26/2014 9,913 18.9 Actual12/29/2014 130 21.7 Actual01/28/2015 419 28.9 Actual02/26/2015 732 31.3 Estimate NotAttempted03/27/2015 958 22.6 Actual04/28/2015 1,125 16.7 Actual05/28/2015 1,182 5.7 Actual06/29/2015 1,217 3.5 Actual07/28/2015 1,231 1.4 Estimate Not Attempted08/26/2015 1,249 1.8 Actual09/25/2015 1,280 3.1 Actual10/26/2015 1,362 8.2 Actual11/25/2015 1,494 13.2 Estimate Not Attempted12/16/2015 1,602 10.8 Actual GCM*installation12/17/2015 1,60201/02/2016 1,698 9.6 Actual02/01/2016 1,924 22.6 Actual03/01/2016 2,156 23.2 Actual03/29/2016 2,353 19.7 Actual04/28/2016 2,611 25.8 Actual05/30/2016 2,812 20.1 Actual06/28/2016 2,843 3.1 Actual*GCM- Gas Communication ModuleGas Monthly Consumption ComparisonMonth Year MCF Days UPD ADTApril 2014 22.1 28 0.789 26April 2015 22.6 29 0.779 33April 2016 19.7 28 0.704 42Month Year MCF Days UPD ADTMay 2014 14.7 32 0.459 47May 2015 16.7 32 0.522 48May 2016 25.8 30 0.860 46Month Year MCF Days UPD ADTJune 2014 5.7 30 0.190 59June 2015 5.7 30 0.190 63June 2016 20.1 32 0.628 60Month Year MCF Days UPD ADTJuly 2014 2.2 29 0.076 69July 2015 3.5 32 0.109 68July 2016 3.1 29 0.107 70** UPD - Use Per Day** ADT - Average Daily Temperature gathered from Weatherdatadepot.comThe Consumption falls into line based off history and weather, except theGas consumption billed for May and June bill months which do reflect moreenergy used than anticipated.
01/20/2015 11:20:54 [redacted] s [redacted] (ASBERTRA)
Dunning History
10/30/2014 Turn off notice issued $497.83
11/04/2014 mid cycle notice
11/06/2014 intent notice call
11/07/2014 intent notice mailed
11/12/2014 sent for disconnection
11/18/2014 Dispatch canceled disconnect order
12/09/2014...
service SNP'd
12/10/2014 Service restored
Payment to be made for restoration was $447.83, customer reported payment
was made thru [redacted].
12/18/2014 turn off notice issued $489.93
12/22/2014 mid cycle notice
12/23/2014 intent notice call
12/27/2014 intent notice mailed
12/30/2014 sent to the field for disconnection
01/16/2015 service SNP'd
6 month payment history
07/29/2014 $240.00
09/22/2014 $229.00
11/07/2014 $250.00
12/09/2014 $247.83
Defaulted from the Shut off protection Plan on 10/27/2014
Outstanding Deposit request of $150.00 still due since full turn off was
not paid when services were restored in December 2014.
01/20/2015 11:44:03 [redacted] s [redacted] (ASBERTRA)
I called and spoke with Mrs. [redacted] today, I explained to her that her
shut off notice on 12/10/2014 was not paid in full. She did not pay her
deposit of $150.00 or reconnection fee of $50.00. She was then issued a
new shut off notice of $489.93 on 12/18/2014.
I gave her the time line of dates we called and mailed notices. I
apologized to Mrs. [redacted] but explained that we would not be able to turn
her service on without the full payment of the turn off notice of $489.93
and the reconnection fee of $50.00, because $200.00 of this notice is her
deposit and reconnection fee from December's shorted payment. Mrs. [redacted]
said she is currently waiting on [redacted] to help her with restoration but they
have 10 days to authorize her. I suggested seeking out help with 211 or
care program she said there wasn't any other help in her area. I offered
to email or call her case worker to see if I could provide them with any
information to help move along her application. She provided me with
caseworkers number ###-###-#### [redacted]. I called and left a
voicemail with [redacted] with the shut off notice details and left my
number so if she had any questions she could call me back.
I explained to Mrs. [redacted] I was following up with the eastern RevDex.com with our conversation.
Closed inquiry 1-20-2015
[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]
04/25/2017 16:25:13 EST [redacted] N [redacted] (RNRICHAR)Felecia Jackson1432 Flamingo Dr, Mount Morris MI 48458-2718Account number: 4479Dates of service: 04/24/17 to present.CUSTOMER INQUIRY OPENED AS OF 04/25/17.04/28/2017 07:57:14 EST [redacted] N [redacted] (RNRICHAR)ASSIGNED TO ENERGY DELIVERY SPOC:...
[redacted] + CC: [redacted].04/25/17 # Tuesday at 4:50 pm # spoke with [redacted] at phone number###-###-####. Firstly, I apologized for her frustration.The Customer Service Representative (CSR) she spoke with to start the newaccount failed to place the correct order for new service through ourEnergy Delivery department, and instead placed an install electric meterorder. The order was an "all day" appointment, and that was between 8 amand 4 pm.I confirmed that she did request a call ahead on the installation order,and that the field technician failed to place the proper order to run thenew line and install the new meter through our Customer Energy Specialist(CES) area.I offered to have both the Customer Service management and the CESmanagement teams follow up with her to address those concerns, but shedidn#t feel that was necessary. I agreed to send this to the managementteams in both areas to review as a possible coaching opportunity and takeappropriate action with the employees. Ms. [redacted] felt that would beappropriate.She was able to speak with someone in our Customer Service department([redacted]), who also apologized for her experience, and placed a creditfor $50.00 on her new account. She indicated that [redacted] was veryhelpful, and appreciated the credit.Ms. [redacted] said she is not upset, but would like the service hooked upthere as soon as possible. She has already had an inspection performed,and is simply waiting on us to set a date to install the new line andmeter. I have assigned her inquiry to our Energy Delivery department.They are looking into her concerns with getting the new line and meter setand will be in touch shortly to assist her further.She thanked me for calling, and will keep my phone number in case of anyquestions in the future.SENT EMAIL TO [redacted] (CONTACT CENTER) AND PO BOX: ELECTRIC OPERATIONSCOMPLAINTS +CC: [redacted], [redacted] (ELECTRIC OPERATIONS) TO BEREVIEWED BY THE MANAGEMENT TEAMS FOR COACHING OPPORTUNITIES.RESOLUTION PROVIDED BY [redacted] ON 04/27/17:New service order was designed and scheduled yesterday, April 26, byService Designer [redacted]. I spoke to [redacted] in Saginawscheduling and they are committing the job to be completed on Monday, May1.I called Ms. [redacted] this morning to discuss her concerns. Iapologized for her experience, and told her that we will be out there onMonday, May 1, to set up the new service. She understands that thecustomer service agents and the field employee who failed to create thecorrect order to go through our Customer Energy Specialist (CES) area havebeen coached by the management teams so they don#t make the same mistakeagain, and she was good with that. Also, I told Ms. [redacted] to make sureher breakers are off so the crew can energize the socket. Sheappreciated the call, and was satisfied with the resolution of herinquiry.CLOSING CUSTOMER INQUIRY AS OF 04/27/17.
04/24/2015 11:24:32 [redacted] M. [redacted] (CMHERNAN)
Account [redacted]904
[redacted]
[redacted]
[redacted]
I made courtesy call this morning 04/24/2015 (11:25AM) and spoke to [redacted]
[redacted]. He will tell his father [redacted] that we called. ASP
program manager will contact...
him after she investigates.
Assigned ASP concern to [redacted] cc: [redacted], [redacted],
[redacted] and [redacted].
05/01/2015 15:54:52 [redacted] M. [redacted] (CMHERNAN)
I received email from [redacted] 04/29/2015 (9:47AM) that said:
Approval Request came into the PO Box and it was denied based on cost
exceeds value; the maximum repair amount allowed was: $550.00 and this
repair amount was: $558.50, a difference of $8.50. [redacted] spoke with
[redacted] about this and told her that work should have been approved.
The customer has been contacted and he wants his washer repaired and not
have the previous company out there, which was [redacted]. [redacted]
will be going out along with a tech to confirm washer needs all of the
items listed below and will proceed with making the necessary repairs.
New WO#[redacted] was created and been assign to one of [redacted]#s people.
Customer has been advised and will be contacted with additional
information on who will be coming out and when.
Thanks,
[redacted]
Customer Field Solutions
Operational Analyst
Phone: ###-###-####
05/01/2015 16:17:54 [redacted] M. [redacted] (CMHERNAN)
I received email from [redacted] 05/01/2015 (10:02AM) that said:
CE Field Leads along with a Service Tech went out on 4/30 to diagnose the
washer. CE Field Lead and Service Tech are scheduled to return on 5/5.
CE Field Lead advised customer was satisfied with diagnosis; Bad Mode
Shifter.
Thanks,
[redacted]
Customer Field Solutions
Operational Analyst
Phone: ###-###-####
05/05/2015 13:28:41 [redacted] M. [redacted] (CMHERNAN)
REPAIR WASHER WITH COMPANY ASP work order [redacted] (Notification
[redacted]7): Field comments 04/30/15 - ordered spanner nut belt, lid
switch and mode shifter c.a.s. 05/05/15 - spanner nut seized to mode
shifter, let sit with penetrating oil for 6 days, will not break loose,
needs new unit.
06/21/2016 10:02:21 [redacted] W. [redacted] (BW[redacted] T [redacted] / [redacted]Dates of Service: 09/22/2012 - PresentTotal/Past Due Balance: $154.53Turn-Off Notice Balance: $109.42Amount Required for Turn-On: $159.4212 Month Payment HistoryDate Amount06/29/15 $86.0008/25/15 $70.0009/21/15...
$100.0011/02/15 $100.0001/16/16 $70.0003/07/16 $100.0003/21/16 $100.0004/04/16 $100.0006/06/16 $150.00Dunning HistoryDate Action05/25/16 Turn-Off Notice Mailed06/01/16 Mid-Cycle Call - Completed06/04/16 Intent to Disconnect MailedPayment Extension Hold 06/04/16 - 06/11/1606/20/16 Sealed for Non-PaymentNotes from Contact Center06/21/2016 - Customer aware had a turn-off notice for $259.42 and onlypaid $150.00. Aware turn-off notices must be paid in full to avoiddisconnection. Customer insists that if he paid a portion of turn-offnotice that he should be sent another notice and given more time since heattempted to make a payment. Aware this is not the case and turn-offnotices must be paid in full to avoid disconnection.Mr. [redacted] has defaulted twice from the Shutoff Protection Plan within thepast 12 months. He's not eligible for another enrollment until August 3,2016.I spoke with Mr. [redacted] on 06/21/2016 at 10:41 AM. He said he was told thepayment he made should have stopped the shutoff of service because wedon't disconnect people for less than $200.00.I asked him when he was informed of this.He said "This morning."I went on to inform him the Contact Center Representative that he spokewith noted what was discussed; the payment he made wasn't enough tosatisfy the Turn-off Notice. Therefore, the turn-off notice continued andhis service was disconnected.He said he thought the amount he paid towards the turn-off notice balanceshould cause another shut-off notice to be generated.I again informed him that his turn-off notice wasn't satisfied, whichcaused his disconnection.I suggested in the future that he contact us to let us know when he planson making payments so that we can work with him.Then I suggested he seek assistance. He said he sought assistance andcan't get it. I informed him the assistance is based on income and thathe should also apply for the Home Heating Credit.He again said that he applied and was denied.I went on to say that to reconnect his service, we are requiring $159.42;$109.42 for the turn-off notice and a $50.00 reconnect fee.Mr. [redacted] said that we're not willing to work with him. I informed him weenrolled him on the Shutoff Protection Plan twice within the past year tohelp him pay down his balance. I suggested this was an attempt for us towork with him. He disagreed.Mr. [redacted] is aware we need $159.42 to reconnect his service and once paidwe will place a reconnection order.Corporate Complaint closed 06/21/2016
06/11/2015 10:54:58 [redacted] s [redacted] (ASBERTRA)
Assigned out to Po Box: Metro Property restorations
Called and left a voicemail for Mr. and Mrs. [redacted]
06/12/2015 13:38:13 [redacted] s [redacted] (ASBERTRA)
[redacted],
This work will be completed by June 17. I have also left a message for the
customer about this...
date of completion.
[redacted]
06/17/2015 14:13:08 [redacted] s [redacted] (ASBERTRA)
I received an email response from [redacted] supervisor in Metro Property
restoration 6/17/2015 stating that the repair have been made at this
address.
I attempted to reach the customer again 6/17/2015 no answer I am sending a
letter for closure.
June 17, 2015
[redacted]
[redacted]
[redacted]
Account Number: [redacted]
Dear [redacted]
This letter is in response to the inquiry you filed with the Eastern
Revdex.com in regards to driveway repairs.
Foremost, I apologize for the frustration and inconvenience you have
experienced. Based upon your email, as well as the length of time
involved, our customer service regarding this matter has not been
consistent with Consumers Energy#s intent to serve our customers well.
Our property restoration department and I have attempted to contact you to
discuss your driveway repairs. Unfortunately we have not been able to
reach you. Our records show as of today June 17th the repairs have been
completed. If you have further questions regarding the repairs please
contact our property restoration department at ###-###-####.
Also feel free to contact me at ###-###-#### extension [redacted] or
###-###-#### if you have any further concerns or questions regarding this
matter. At this time I have closed your inquiry.
Sincerely,
[redacted]
Customer Care Representative
as[redacted]@cmsenergy.com
cc: Eastern Revdex.com
[redacted] MI 48617Dates of Service: December 23, 2015 - January 1, 2016I have remarked the account.[redacted]Time LineDate Action12/22/15 Service Requested for [redacted] by [redacted] -balance owed of $125.5312/23/15 Payment of $125.53 - received12/23/15 Request Reversed -...
per [redacted]12/23/15 Service Requested for [redacted] by [redacted] -documentation requested12/29/15 Lease Received - in [redacted] & [redacted] name12/29/15 Service Placed in [redacted] name - balance owed of $288.31from previous address12/30/15 Salvation Army Authorized Payment of $288.3101/02/16 Service Placed in [redacted] Name01/02/16 Service Turned on at 3:13 pm[redacted]12/30/15 - At 1:16 pm I called [redacted] at ###-###-#### and left him avoicemail with my contact information.01/04/16 - At 9:34 am I called [redacted] at ###-###-#### and left him anothervoicemail with my contact information.01/04/16 - Due to no response from [redacted] I sent him the following letter:January 4, 2016[redacted], MI 48617Account Number: [redacted]Dear Mr. [redacted],I am writing in response to the inquiry that you placed with the BetterBusiness Bureau. I understand this is regarding having services placedinto your name. Sadly I have not been able to reach you by telephone.After reviewing your account I see that you had requested service in yourname at [redacted] on 12/22/15 but you had an outstandingbalance of $125.53 that had to be paid before we could process yourrequest and it was received on 12/23/15. That request was reversed as youhave requested and you then requested service in your name at [redacted]Dr., [redacted] and we required documentation to complete the request.On 12/29/15 we received your documentation and the rental agreement was inboth you and your wife [redacted]#s name. Because [redacted] had an outstandingbalance the service was placed into her name and her balance had to bepaid before the electric service could be restored. [redacted] from ourinvestigation department attempted to call you on 12/29/15 to explain thisbut there was no answer and voicemail was not set up so she was unable toleave a message.Our records show that on 12/30/15 Salvation Army authorized a payment of$288.31 to cover the outstanding balance owed by [redacted]. When youcontacted us on 1/2/16 our customer service representative was able tohave the services turned on in your name at [redacted]. Theservice was turned on at 3:13 pm on 1/2/16.I do apologize for any inconvenience this may have caused. If you haveany further questions please call me directly at ###-###-####.Sincerely,[redacted]Customer Care Representative###-###-####[redacted].[redacted]@cmsenergy.comCC: Revdex.comComplaint closed________________________________________________________________________
[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 10569536, 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:
I can appreciate that [redacted] took time to respond, but it is not
acceptable. What was offered was to increase my payment so that I can make up for them not reading my meter. I should not have to be put on another payment plan with increased monthly payment because Estimates are acceptable. Our gas meter is 5 steps from our electrical meter and they were able to provide an actual on this. The reasoning per [redacted] stated was due to inaccessibility and also the weather. This has been estimated back til October 2014 and there was not bad weather at that time. I also did not default in my payments on my other plan, consumers put me in a financial situation where my only option was to see help with [redacted]. When I worked with [redacted] they requested my balance to help me and at no time did Consumers tell them these where estimated numbers, so the amount would be different. This would all have been taken care of, if consumers was doing actual meter reads or even providing actual /correct numbers when I was able to receive help. I realize nothing will be done to correct this, as I do not have an option for another company I am stuck. I feel people should see that these things are happening to a lot of customers, and that maybe there regulations and what is expected of them should change. Regards,
[redacted]
01/19/2017 16:06:26 EST [redacted] [redacted] ([redacted])[redacted] / [redacted]1/19/2017 Called and left a voicemail for Mr. [redacted]01/20/2017 09:59:17 EST [redacted] [redacted] ([redacted])1/20/2017 Called and left a voicemail for Mr. [redacted]01/24/2017 08:29:48 EST [redacted] [redacted] ([redacted])I have not...
been able to reach Mr. [redacted] by phone, I was not sure exactlywhat his meter concerns were. The recent change was the installation ofhis smart meter, therefore I addressed the testing of the smart meter andalso provided the history for his consumption.I sent the following letter for closure.January 24, 2017[redacted]Account Number: [redacted]Dear Mr. [redacted],This letter is in response to the inquiry you filed with the EasternRevdex.com regarding your Consumers Energy account.Unfortunately, I have not been able to reach you by telephone.First let me start by apologizing for any frustrations or inconveniencesyou may have experienced with Consumers Energy.I have reviewed your account, and our records show your gas meter wasinstalled in 1991 and your new smart meter was installed November 23,2016. Prior to installation the smart meter serving your home was testedfor accuracy and the meter tested within the *Michigan Public ServiceCommission guidelines at 100%.I have compared your electric and gas consumption to your prior historyand your current billing consumption is in line with your homes potentialuse.Dates of Service MCF kWh Billed12/9/2016 1/11/2017 12.6 442 $166.3712/10/2015 1/13/2016 9.1 323 $124.4412/7/2014 1/9/2015 11.9 368 $167.8912/10/2013 1/10/2014 17.5 402 $213.5612/9/2012 1/10/2013 13.6 444 $192.1412/8/2011 1/9/2012 13.1 416 $192.41I would be happy to further discuss your billing or meter concerns. Pleasefeel free to contact me at [redacted] if you have any questionsregarding this matter. At this time I have closed your inquiry.Sincerely,[redacted]Customer Care Representative[redacted][email protected]: Eastern Revdex.com*the accuracy standard for gas and electric meters is plus or minus 2.0%.This means that meters testing between 98.0% to 102.0% are accuratemeters. Metes that do not test within the allowable limits of accuracyarea subject to the rules governing the adjustment of bills due to themeter error as defined by the Michigan Public Service Commission.Closed complaint 1/24/2017
07/14/2015 12:22:48 [redacted] s [redacted]m (AS[redacted])
[redacted] er[redacted], account number 1030
1672 3845.
Assigned out to [redacted], [redacted], [redacted] and [redacted]
[redacted].
I called 7/14/2015 and left a voicemail for Ms. [redacted]er letting her know
her concern...
has been received and our appliance service plan group will
follow up with her asap.
07/22/2015 08:24:51 [redacted] s [redacted]m (AS[redacted])
Bp [redacted] account number [redacted] service dates 4/1/2010 to
4/10/2015
Appliance service plan history
4/19/2013
Refrigerator repair call with contractor /faulty compressor advised part
not covered
07/09/2013
Customer called in stating that [redacted] (contractor) went out to repair
refrigerator and they took 5 minutes and told her the compressor was bad,
not covered. Customer did some investigating and got another tech on her
own out and he told her she needed an appliance overload part. She
ordered one and refrigerator is working fine now. She has filed a
complaint with CE as when she called in a CSR tried to upsell her to Gold
while she was trying to find out what we were going to do to reimburse her
for her lost food and the $60 part she got to fix Refrigerator. Sent email
to T [redacted] and have received copy of receipt
7/12/2013
MPSC complaint # [redacted] was filed regarding the compressor / unable
to reach the customer a letter was mailed.
7/17/2013
Customer was reimbursed $62.00 for the part
Appliance service plan started 5/12/2010 and was canceled on 7/30/2013
[redacted] with ASP was unable to find any new ASP contracts with
Ms. [redacted]er she was not able to reach her by phone either. The following
letter was mailed to Ms. [redacted]er by [redacted].
[redacted]er
[redacted]
[redacted]
Dear Ms. [redacted]er:
In response to your note regarding the Appliance Service Plan, we have
contacted you for more information. The address you provided does not have
the Appliance Service plan. If you can provide the address that has the
Appliance Service Plan I will look into the matter.
Thank you.
[redacted]
Solution Manager
Appliance Service Plan
###-###-####
mary[redacted].[redacted]@cmsenergy.com
I said the following letter for closure
July 21, 2015
[redacted]er
[redacted].
[redacted]
Dear Ms. [redacted]er,
This letter is in response to the inquiry you filed with the Easter RevDex.com in regards to the Appliance Service Plan.
[redacted] in our Appliance Service Plan department has attempted
to reach you by telephone regarding your concerns. Ms. [redacted] can be
reached at ###-###-####.
Please feel free to contact me at ###-###-#### if you have any further
concerns or questions regarding this matter. At this time I have closed
your inquiry.
Sincerely,
[redacted]m
Customer Care Representative
as[redacted][email protected]
cc: Eastern Revdex.com
Closed inquiry 7/21/2015
Also 2013 complaint with same information
07/11/2013 13:09:17 [redacted] C. [redacted] (DC[redacted])
Notes didn't take.
07/05/13 at 9:49am noted account and sent email to [redacted] & [redacted] at 9:58am.
Called Ms. [redacted]er at ###-###-#### and got voicemail. Advised that someone
from [redacted] office would be contacting her.
07/12/2013 14:39:48 [redacted] C. [redacted] (DC[redacted])
Per [redacted] they have been unable to reach Ms. [redacted]er nor has she responded
to voicemails. The following letter was sent today:
July 12, 2013
Ms. [redacted]er
[redacted]
[redacted]
Dear [redacted]er,
I recently received an inquiry on your behalf from the Michigan Public
Service Commission (MPSC) regarding an appliance repair. Unfortunately we
have been unable to reach you.
I apologize for any inconvenience this may have caused you. I would be
happy to assist you and address any questions or concerns you may have
regarding repairs made or lack thereof.
Please contact me at your earliest convenience at ###-###-#### so we may
discuss your concerns further. I have closed your inquiry however again I
will be happy to address any concerns you have in regards to the service
call to your home.
Sincerely,
[redacted]
Customer Service Dept.
07/12/13 closed MPSC Complaint
07/27/2016 09:48:05 [redacted] I [redacted] ([redacted])--------------------------------------------------------------------...⇄ - [redacted] Oxford, MI 48371 ------------------------------------------------------------------------On 07/20/2016 I had email correspondence with [redacted]...
[redacted] at[redacted]@gmail.com. Where Mr. [redacted] was advised that the paymentextraction was not initiated by Consumers Energy and as a result theappropriate course of action would be to connect with his financialinstitution to have the funds returned and protect himself from anyadditional unauthorized transactions from occurring.On 7/21/2016 at 3:57 PM I called ###-###-#### and left a voice message ona generic voicemail providing my phone number for contact.I received a returned voice message from [redacted] on 7/21/2016 at4:37 PM advising he was at would and would be available to receive a callthe following day after noon.On 7/22/2016 at 1:40 PM I called ###-###-#### and spoke with [redacted]. I explained that I was the initial representative correspondingwith him by email, and I apologized as with the escalation I was made moreaware of how "cold" the information can come across in writing. Iexplained that we definitely understand the circumstance and want him tounderstand that the advisement to work with his financial institution isthe ideal course of action to best secure his funds moving forward. Iadvised that If Consumers Energy were to find and refund the balance thatsomeone else provided us, it would offer him only a temporary fix, becausea refund by Consumers Energy would not take the financial information outof the unauthorized person's hands. Whereas the financial institutionshould have steps in place to ensure the security of the state of theaccount; and if the concern is addressed through the bank, they should beable to retrieve the funds and re-secure his account by supplying a newaccount number.We discussed that I did receive authorization to have the fundselectronically reversed to his account, however we would still encouragethat he go to his bank to address the security of his account to preventthis from occurring again. Mr. [redacted] indicated that with our emailcorrespondence he had already began the process with his bank and togetherwe decided that the funds would not be returned by Consumers Energy and hewould continue the process with his bank. I advised Mr. [redacted] that hecan reach out to me with any additional questions or concerns, and hethanked me for my follow up phone call.Complaint closed 7-22-2016Tell us why here...
05/11/2015 13:01:25 [redacted] N. [redacted] (EN[redacted])
----------------------------------------------------------------
[redacted]-1[redacted]-CA#[redacted]522
----------------------------------------------------------------
-Old account in question is [redacted]...
[redacted],
CA#[redacted]084
-The account closed on 9/1/14 with a final bill of $33.65 due on 9/24/14
-The following were the final payments that came in on this account:
9/3/14 $30.55
9/5/14 $33.65
1/28/15 $41.06
3/24/15 $45.31
-On 10/19/14 the amount of $30.55 which was a credit on the old account
was transferred to the new account and this was an automatic system
transfer
-The $41.06 paid on 1/28/15 was the balance due 2/10/15 on the new account
and the $45.31 was the final bill on the new account due on 2/17/15 which
included the $41.06
-The newest account was closed on 1/23/15 and customer has a credit of
$41.06 and a refund was approved on 5/9/15 for the amount
05/14/2015 15:28:42 [redacted] N. [redacted] (EN[redacted])
-Since there was no phone number on the complaint or account I am sending
the following by email and a hard copy letter apologizing for the
frustration that was caused and advising if he has further questions to
please let me know:
May 14, 2015
[redacted]
[redacted]
[redacted]
Account Number: [redacted]522
Dear [redacted],
I recently received an inquiry you placed with Eastern RevDex.com regarding your Consumers Energy account at [redacted] in
Grand Rapids.
On behalf of Consumers Energy I'd like to apologize for any confusion or
frustration that may have been caused while making payments to your
account with us.
Each time a customer starts a new account with us a new account number is
assigned. The old accounts while closed and no longer being billed are
still available to accept payments in the event the customer has an
overdue balance that still needs to be paid.
In this case while you did not have an overdue balance on your old account
because the payments were made to a closed account it resulted in a credit
balance and because this account is no longer active it did not
automatically prompt a refund for you. Our records show this matter has
been corrected and a refund of $41.06 was approved on May 9th and a check
mailed on May 11th.
Again, I sincerely apologize for the frustration and inconvenience that
was caused. If you have any additional questions regarding this matter or
do not receive your check with 7-10 days please feel free to contact me
directly at ###-###-#### and at this time I have closed your inquiry.
Sincerely,
[redacted]
Customer Care Representative
[redacted].[redacted]@cmsenergy.com
COMPLAINT CLOSED 5/14/15
[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]
02/27/2017 09:54:09 EST [redacted] N. [redacted] (EN[redacted] / 0769[redacted] MASON MI 48854SERVICE DATES: 4/14/16 TO PRESENTI reviewed the account and found the following:DUNNING HISTORY:2/22/17 Mailed Turn off notice $343.62PAYMENT HISTORY:5/14/16 $22.077/27/16 $93.009/20/16 $282.3311/22/16...
$269.441/26/17 $500.00-There are two prior installment plan defaults back in August andSeptember 2016-The $500 payment made in January was because there was an accumulatedbalance of $633.62 on the account.-To have service reconnected in January there was a $500 payment made and$290 went to the bill, $160 to the deposit and $50 to reconnection fee.-This left a balance of $343.62. The new bill generated in the amount of$212.03 plus a $6.47 Late payment charge bringing the total balance backup to $562.122/27/17-I called ###-###-#### and was able to speak with [redacted]. He stated that he moved out back in January and no longer liveswith [redacted]. He stated he is trying to help her out so she doesn't getthe service turned off again.We went over the payments and he said they had been paying consistently onthe account. I advised if we are missing payments that there wasadditional information I would need but that I would be happy to look intothis further.Some of the confusion came in when he was unaware what was paid in Januarywas not enough to bring the account to a zero balance but to get theservice restored and that only a portion went to the bill and the rest tothe deposit and reconnection fee.He stated that [redacted] had called to talk about a payment program but washaving issues. I asked if he could have her call me directly or provideher number and I would reach out to her and explain the options available.He took my number and stated he would have her call me. I advised if hehad any questions in the meantime to please let me know and he stated hewould.-Waiting on call from [redacted] to further discuss her account andpayment options.03/02/2017 08:00:14 EST [redacted] N. [redacted] (EN[redacted])3/2/17-[redacted] never contacted me to further discuss her accountand payment options. I tried the number on the account of ###-###-####however this is not a valid number. Since [redacted] is nolonger living at the location I am sending the following letter to [redacted]to let her know what type of arrangements she can enter into and furtherexplain her account.March 2, 2017[redacted]Mason, MI 48854-9245Account Number: 0769Dear [redacted],I recently received an inquiry you placed the Revdex.com.While I was able to Mr. [redacted] regarding your account, I have beenunable to speak with you to further discuss payment options.In January 2017 the total account balance owing was $633.62. At the timeservice was disconnected a $500 payment was made for reconnection. Ofthis payment $290 went towards the utility balance, $160 for securitydeposit and $50 reconnection fee. This left a total account balance of$343.62. On February 20th your new bill generated in the amount of$218.50 bringing the total account balance to $562.12.We have several payment options available including weekly or bi-weeklypayments and the Shut off protection plan program. If you are strugglingto make payments there are also agencies available that may be able toassist. You can reach these agencies by dialing 2-1-1.A hold has been placed on your account until March 9th to allow time forarrangements to be made. Please feel free to call me directly at###-###-#### and I'll be happy to discuss the options available.Sincerely,[redacted]Customer Care Representative[redacted].[redacted]@cmsenergy.comCOMPLAINT CLOSED 3-2-2017Tell us why here...
10/26/2016 11:27:38 EST [redacted] A. [redacted] (JA[redacted]CA# [redacted] #105 FRUITPORT MI 49415-9529Dates of service: 04/25/16 - present.10/26/2016 12:05:20 EST [redacted] A. [redacted] (JA[redacted])I've sent an email to Smart Metering asking for assistance.12:06 pm - I called ###-###-#### and got...
voicemail. I left a message withmy contact information, indicating that the concern has been received andwe will be in touch as soon as I'm able to obtain the necessaryinformation regarding his meter reads.Smart meter was installed here in 2013.10/31/2016 09:49:11 EST [redacted] A. [redacted] (JA[redacted])I received the following from [redacted] with smart meters on 10/26:"I looked into this account (meter [redacted]) and this is what I found:· Smart meter was installed June 2013 and looks like it wascutover September 2013.· Meter is on the SEOC troubled log as a stopped meter. Lastcommunication was July 2016, although daily reads stopped in April 2016.· From what I see in SAP, the customer did receive 4 estimatedbills from May # August while their meter was cutover.· The meter was reversed back to manual reads on 8/17/16. Lookslike their September bill was estimated (not field read), but the read inOctober was an actual.· I would recommend this customer remain on manual reads.Looking back prior to their smart meter, the meter was consistently fieldread monthly for years. "9:56 am - I called ###-###-#### and got voicemail. I left a message withmy contact information, requesting a call back.10/31/2016 14:23:32 EST [redacted] A. [redacted] (JA[redacted])There has been no response to my voicemail messages. I am sending thefollowing letter for closure:October 31, 2016[redacted]. #105Fruitport, MI 49415-9529Account Number: [redacted]Dear Mr. [redacted],I#m pleased to let you know that we've received your concerns regardingyour estimated meter readings for [redacted]. #105 Fruitport, MI fromthe Michigan Agency for Energy (MAE formerly known as the MPSC). Becauseour customers are important to us, we've taken your concerns seriously andhave reviewed your account.The meter at your location is a Smart Meter and it stopped communicatingmeter reads to us in April. Because this is sometimes a temporarysituation, we had not assigned a meter reader to read the meter untilseveral months pass without a reading from the meter. This meter is nowon manual meter reads and the current billing is based on an actual meterreading.Your meter will continue to be manually read until we have determined theproblem with the remote readings and have a fix in place. Occasionally,due to things beyond our control such as weather, loose dog, or employeeabsence, we may not be able to obtain a reading, and for this we are verysorry. We have scheduled actual readings for this location going forward.I apologize, but at this time we are not able to grant your request for acomplimentary energy efficiency check. Your gas supplier may be able toprovide this for little or no cost to you. We don't have anyoneavailable in your area to provide this service because we do not supplygas service here.Our Budget plan figures are based on usage history for this location forthe last 12 months. Because this would include usage from prior to yourtaking possession of the property, you may wish to wait until you've beenhere for a full year before enrolling. Our current quote for the budgetplan at this location is $79.00 per month. Please contact me or ourContact Center (###-###-####) if you would like to enroll.It is my sincere hope that this information has resolved your concerns.Please let me know if there is anything further I can do to help you.Thank you for the opportunity to assist you with your inquiry.Respectfully,[redacted]Customer Care Representative###-###-####Julie.[redacted]@cmsenergy.comCOMPLAINT CLOSED 10/31/16________________________________________________________________________...⇄ 0002TaskTask text MM[redacted] re-open MAE kplt 11-1-16 Status TSCO Planned start 11/01/2016 14:13:51 Planned end 11/01/2016 14:13:51 Completed on 11/01/2016 by ________________________________________________________________________11/01/20...⇄ 14:13:14 EST [redacted] M. [redacted] (MM[redacted])MM[redacted] re-open - for clarification of billing.________________________________________________________________________...⇄ 0003TaskTask text re-open Status TSCO Planned start 11/01/2016 00:00:00 Planned end 11/01/2016 00:00:00 Completed on 11/01/2016 by ________________________________________________________________________11/01/20...⇄ 14:16:44 EST [redacted] A. [redacted] (JA[redacted])I unfortunately have forgotten to include some important informationregarding the account and in the letter sent to the customer.Current account balance: $169.29Billing history:Billing date Due date Bill total10/13/2016 11/04/2016 169.2810/12/2016 11/03/2016 108.5108/26/2016 09/19/2016 243.8907/23/2016 08/15/2016 419.8506/21/2016 07/12/2016 144.7005/24/2016 06/14/2016 62.63The meter at this location was tested on 04/23/13, prior to installation,and was found to be 99.987% accurate.I am sending the following additional letter to the customer:November 1, 2016[redacted]. #105Fruitport, MI 49415-9529Account Number: [redacted]Dear Mr. [redacted],I apologize for sending you an additional letter, however my previousletter did not include a few pieces of information that you may findhelpful.Because your current balance is the result of two months' worth ofcharges, please contact me if a payment arrangement is needed. We wouldbe happy to spread out your payments over a 2 month period if you needadditional time to bring the account current.Also, when reviewing your energy usage here, I found nothing to indicate apossible problem with how accurately your meter is registering your energyusage. For your peace of mind, we would be happy to have your metertested to verify that it's working properly. Please contact me if youwould like the meter tested.My apologies again for this additional letter and I hope that thisadditional information has resolved your concerns. Please let me know ifthere is anything further I can do to help you.Sincerely,[redacted]Customer Care Representative###-###-####Julie.[redacted]@cmsenergy.comEND UPDATETell 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.I would like to add that I actually had an apt for Consumers to come out on 7/11/16 to check my meter. I was told that they would be out between 12:00pm - 4:00pm and I would receive a call before they came out. About 3:50pm I called [redacted] because I had not received a call from Consumers and no one had been out. I was told that they had left [redacted] a message, apparently that they wouldn't be out, but no one called me. I waited all afternoon for NOTHING! I now have another apt scheduled for 7/29 @ 12:00pm - 4:00pm. We shall see. At this point, at least I feel that someone, [redacted], is understanding and listening to me. She is seeing my concerns and I appreciate her greatly. My July billing is also in line with where it normally is. I find it interesting that it is now in line only after my complaining. They are supposed to swap out my gas meter on 7/29 and send my old one to Jackson to be tested. I have saved [redacted]'s phone number and if EVER I need to speak to someone at Consumers, it will be her. She is their gem.Thank you for assisting me with this matter. I will be in touch if this isn't resolved.
Regards,
[redacted]
01/07/2015 16:41:08 [redacted] G. [redacted] (RGESCUTI)
On January 7, 2015 at 3:39 PM I spoke to Mr. [redacted]. I explained to him we
have received his concern and I am forwarding this on to the supervisor.
I emailed and assigned the complaint to [redacted] and cc [redacted].
01/15/2015 12:35:39...
[redacted] G. [redacted] (RGESCUTI)
**MPSC Complaint#[redacted]5 filed 01/08/15[redacted]
On January 8, 2015 at 3:30 PM I spoke to Mr. [redacted]. He said he filed the
Revdex.com Complaint the same time as he filed the MPSC
complaint. He said the supervisor called him about an hour ago and they
did schedule an appointment.
I emailed [redacted], [redacted] and [redacted].
01/15/2015 10:22:19 [redacted] G. [redacted] (RGESCUTI)
Account number [redacted]
[redacted]
[redacted]
[redacted] 48420
Dates of Service: 06/03/08 to current
01/06/15- Customer states he has low gas pressure going into home, Order
#[redacted] placed.
Consumers Energy found the customer has gas but might need a bigger meter
for all btu
01/07/15 Consumers Energy Specialist spoke to Mr. [redacted]. Mr. [redacted] stats
he is having issued with the furnace staying running. Energy Specialist
placed order to investigate. Customer does have generator but is having
problem even when generator is operating.
Consumers Energy checked pressure and gas pressure fine.
01/15/2015 12:03:13 [redacted] G. [redacted] (RGESCUTI)
On January 8, 2015 [redacted] Consumers Energy Gas Field Leader spoke
to Mr. [redacted]. Per Mr. [redacted]'s request he agreed to exchange the meter for
customer satisfaction.
On January 9, 2015 at 10:07 AM gas meter number [redacted] was exchanged
with gas meter number [redacted].
At 3:30 PM [redacted] contacted Mr. [redacted]. The service worker found
nothing wrong with the meter but exchanged it for customer satisfaction.
[redacted] confirmed with Mr. [redacted] when the service worker went out
everything was working properly and we had proper pressure. All the
appliances were running. As far as the upgrade is concerned if Mr. [redacted]
has another issue with gas volume he will need to request for a larger
meter. The service worker indicated that the customer had installed a
generator which usually requires a larger meter to handle the load. He
will have to pay for that if that is the case because he has altered the
load on his service.
Mr. [redacted] was satisfied with the work performed and thanked [redacted]
for addressing his concerns.
02/04/2015 08:45:43 [redacted] W. [redacted] (BW[redacted])
Remarked account and assigned to [redacted] + cc: [redacted],
[redacted], [redacted], [redacted]
I received the following information from [redacted]:
I see this customer filed a corporate complaint. I am just following...
up
with you. Here is the information below of how the customer was enrolled.
We use to use telemarketers to contact the customer. Since it has been
years and we don#t use that firm any more it would be impossible to get a
recording.
The customer was enrolled on ASP on 04/25/2000 by a telemarkerter.
02/04/2015 10:15:20 [redacted] W. [redacted] (BW[redacted])
I spoke with Mrs. [redacted] on 02/04/2015 at 10:15 AM. I explained that
we've received her complaint and I have forwarded it onto the Appliance
Service Plan (ASP) Management for a resolution. She is aware that someone
from the ASP group will be contacting her to resolve her concerns.
02/05/2015 16:10:50 [redacted] W. [redacted] (BW[redacted])
I received the following information from [redacted]:
I spoke to Ms. [redacted] today (02/05/2015) and offered to reimburse 2013,
2014 and January of this year. The total reimbursement will be $743.73. A
check will be sent and she is aware it will take 7-10 business days. She
was originally enrolled in 2000 by an outbound call campaign. She
accepted this and said thanks.
Corporate Complaint closed 02/05/2015
09/19/2017 08:38:22 EST [redacted] C [redacted] (JCJOHNSO)CUSTOMER INFORMATION[redacted] S [redacted] / [redacted] TROY MI 48085-4072Dates of Service: 10/12/2015 - PresentCUSTOMER CONTACT SUMMARY09/07/2017 | 9:07 AM- Contacted customer at ###-###-#### to discuss the meter concerns hesubmitted to the Better...
Business Bureau and reached his voicemail. Leftmessage with my contact information and explained our Energy Deliverydepartment would be investigating further. Someone from that group wouldthen be calling him to discuss this. Advised contacting me with anyquestions he has before hearing back.- Forwarded inquiry to [redacted] and [redacted] in Energy Delivery for resolution.- [redacted] in our Customer Energy Management department provided a resolutionto this inquiry.09/13/2017- [redacted] contacted Mr. [redacted] by phone and reached his voicemail. He left amessage with his contact information asking he call back to discuss hisconcerns.09/14/2017- Having not heard back, [redacted] attempted to reach Mr. [redacted] again by phoneand was unable to speak with him. He left another message at that timerequesting Mr. [redacted] call him.09/15/2017- [redacted] made a third attempt to reach the customer by phone and failed tospeak with him. He left another message with the reason for his callasking the customer to call him to discuss a resolution.09/19/2017- Having not heard back, the following letter was sent to the customer on09/19/2017 to address his concerns:[redacted]September 15, 2017Mr [redacted] MI, 48314Site Address [redacted]Troy, MI 48085Dear Mr. [redacted],This letter is in response to the inquiry that you submitted regarding themeter at your home. I attempted to reach you by phone on 09/13/2017,09/14/2017, and 9/15/2017 to follow up, but wasn't able to make contact.I hope this letter addresses your concerns.I understand you're concerned that your meter is not operating properly.The information I have shows that we did replace the gas meter on9/6/2017. It also looks like you may have wanted to upgrade the meter tobe able to have more gas flow through to either power more appliances orlarger ones. To clarify, the added cost you've pointed out is associatedwith the meter upgrade, not the exchange that recently occurred becausethe prior meter was old. You are not responsible for the cost of a simplemeter exchange.The current gas meter will handle most residential homes, but there aretimes when some appliances require more gas. If you're using high-demandappliances and equipment (like a standby generator), we do need to comeout and replace the gas meter with one that is able to handle the largerdemand. Since the meter is larger than a standard residential service andmore expensive to maintain, that cost falls on the customer. We're unableto recover those costs with the revenue generated from any increasedusage.If you could contact me I can get your existing load and what you wouldlike to add to the home. From there, I can check to see if you need alarger meter or not and also give you a quote of what that would cost.I hope I have cleared up any confusion regarding this issue. If you haveany questions please feel free to contact me. My direct line is###-###-####.Sincerely,[redacted]Energy Delivery Request Team Leader[redacted]@CMSENERGY.COMTell us why here...
This is just a status report. Closure to follow after meter tests.07/11/2016 09:47:02 [redacted] I [redacted] (EIHALLEN)----------------------------------------------------------------[redac...⇄ />
----------------------------------------------------------------The inquiry was forwarded to [redacted] to follow up on the concernsregarding the interactions with the contact center representatives.The smart meter with meter number [redacted] was installed on the home at[redacted] on 12/9/15.Electric Meter Reading HistoryDate Read KWH Type Reason03/28/2014 16,761 860 Actual04/29/2014 17,701 940 Actual05/29/2014 18,564 863 Actual06/27/2014 19,366 802 Estimate Not Attempted07/30/2014 19,971 605 Actual08/27/2014 20,586 615 Actual09/26/2014 21,245 659 Estimate Not Attempted10/27/2014 22,053 808 Actual11/26/2014 22,852 799 Actual12/29/2014 23,855 1003 Actual01/28/2015 24,698 843 Actual02/26/2015 25,513 815 Estimate Not Attempted03/27/2015 26,433 920 Actual04/28/2015 27,231 798 Actual05/28/2015 27,867 636 Actual06/29/2015 28,540 678 Actual07/28/2015 29,150 610 Estimate Not Attempted08/26/2015 29,761 611 Actual09/25/2015 30,404 643 Actual10/26/2015 31,116 712 Actual11/25/2015 31,915 799 Estimate Not Attempted12/07/2015 32,164 Actual Exchange12/08/2015 0 Actual Installation01/02/2016 670 919 Actual01/30/2016 1,437 767 Actual02/29/2016 2,281 844 Actual03/29/2016 3,078 797 Actual04/27/2016 3,907 829 Actual05/30/2016 4,808 901 Actual06/28/2016 5,490 601 ActualElectric Monthly Consumption ComparisonMonth Year KWH Days UPD ADTApril 2014 860 28 31 26April 2015 920 29 32 33April 2016 797 29 27 42Month Year KWH Days UPD ADTMay 2014 940 32 29 47May 2015 798 32 25 48May 2016 829 29 29 46Month Year KWH Days UPD ADTJune 2014 863 30 29 59June 2015 636 30 21 63June 2016 901 33 27 60Month Year KWH Days UPD ADTJuly 2014 802 29 28 69July 2015 678 32 21 68July 2016 601 29 21 70** UPD - Use Per Day** ADT - Average Daily Temperature gathered from Weatherdatadepot.comThe Consumption falls into line based off history and weatherOn 6/16/16 at 1:22 PM I called [redacted] and left a voice message on ageneric voice mail providing my phone number for contact.On 6/20/16 at 9:38 AM I called [redacted] and left a voice message on ageneric voice mail providing my phone number for contact.On 6/23/16 at 9:38 AM I called [redacted] and left a voice message on ageneric voice mail providing my phone number for contact.On 6/27/2016 at 2:06 PM I called [redacted] and spoke with [redacted]. Wediscussed that although I can see the potential for use in the history, Ican understand her concern based off the increase in energy used from theyear prior. During our conversation we discussed that her concerns aremore than just the electric meter and I advised I would continue myinvestigation/review of her account including the gas. We scheduled ameter test to be performed on the electric meter on 7/11/2016 between 12-4PM. I advised that Ms. [redacted] would be followed up with by a ContactCenter Manager to discuss her concerns regarding her prior interactionswith Consumers Energy representatives; and we agreed that I would followup with more information following the completion of the meter test. Ms.[redacted] was provided with my phone number for direct communication regardingher account.Gas Communication Module was installed on 12/17/2015Gas Meter Reading HistoryDate Read Mcf TypeReason03/28/2014 9,121 22.1 Actual04/29/2014 9,489 14.7 Actual05/29/2014 9,546 5.7 Actual06/27/2014 9,568 2.2 Estimate Not Attempted07/30/2014 9,584 1.6 Actual08/27/2014 9,596 1.2 Actual09/26/2014 9,610 1.4 Estimate Not Attempted10/27/2014 9,724 11.4 Actual11/26/2014 9,913 18.9 Actual12/29/2014 130 21.7 Actual01/28/2015 419 28.9 Actual02/26/2015 732 31.3 Estimate NotAttempted03/27/2015 958 22.6 Actual04/28/2015 1,125 16.7 Actual05/28/2015 1,182 5.7 Actual06/29/2015 1,217 3.5 Actual07/28/2015 1,231 1.4 Estimate Not Attempted08/26/2015 1,249 1.8 Actual09/25/2015 1,280 3.1 Actual10/26/2015 1,362 8.2 Actual11/25/2015 1,494 13.2 Estimate Not Attempted12/16/2015 1,602 10.8 Actual GCM*installation12/17/2015 1,60201/02/2016 1,698 9.6 Actual02/01/2016 1,924 22.6 Actual03/01/2016 2,156 23.2 Actual03/29/2016 2,353 19.7 Actual04/28/2016 2,611 25.8 Actual05/30/2016 2,812 20.1 Actual06/28/2016 2,843 3.1 Actual*GCM- Gas Communication ModuleGas Monthly Consumption ComparisonMonth Year MCF Days UPD ADTApril 2014 22.1 28 0.789 26April 2015 22.6 29 0.779 33April 2016 19.7 28 0.704 42Month Year MCF Days UPD ADTMay 2014 14.7 32 0.459 47May 2015 16.7 32 0.522 48May 2016 25.8 30 0.860 46Month Year MCF Days UPD ADTJune 2014 5.7 30 0.190 59June 2015 5.7 30 0.190 63June 2016 20.1 32 0.628 60Month Year MCF Days UPD ADTJuly 2014 2.2 29 0.076 69July 2015 3.5 32 0.109 68July 2016 3.1 29 0.107 70** UPD - Use Per Day** ADT - Average Daily Temperature gathered from Weatherdatadepot.comThe Consumption falls into line based off history and weather, except theGas consumption billed for May and June bill months which do reflect moreenergy used than anticipated.
01/20/2015 11:20:54 [redacted] s [redacted] (ASBERTRA)
Dunning History
10/30/2014 Turn off notice issued $497.83
11/04/2014 mid cycle notice
11/06/2014 intent notice call
11/07/2014 intent notice mailed
11/12/2014 sent for disconnection
11/18/2014 Dispatch canceled disconnect order
12/09/2014...
service SNP'd
12/10/2014 Service restored
Payment to be made for restoration was $447.83, customer reported payment
was made thru [redacted].
12/18/2014 turn off notice issued $489.93
12/22/2014 mid cycle notice
12/23/2014 intent notice call
12/27/2014 intent notice mailed
12/30/2014 sent to the field for disconnection
01/16/2015 service SNP'd
6 month payment history
07/29/2014 $240.00
09/22/2014 $229.00
11/07/2014 $250.00
12/09/2014 $247.83
Defaulted from the Shut off protection Plan on 10/27/2014
Outstanding Deposit request of $150.00 still due since full turn off was
not paid when services were restored in December 2014.
01/20/2015 11:44:03 [redacted] s [redacted] (ASBERTRA)
I called and spoke with Mrs. [redacted] today, I explained to her that her
shut off notice on 12/10/2014 was not paid in full. She did not pay her
deposit of $150.00 or reconnection fee of $50.00. She was then issued a
new shut off notice of $489.93 on 12/18/2014.
I gave her the time line of dates we called and mailed notices. I
apologized to Mrs. [redacted] but explained that we would not be able to turn
her service on without the full payment of the turn off notice of $489.93
and the reconnection fee of $50.00, because $200.00 of this notice is her
deposit and reconnection fee from December's shorted payment. Mrs. [redacted]
said she is currently waiting on [redacted] to help her with restoration but they
have 10 days to authorize her. I suggested seeking out help with 211 or
care program she said there wasn't any other help in her area. I offered
to email or call her case worker to see if I could provide them with any
information to help move along her application. She provided me with
caseworkers number ###-###-#### [redacted]. I called and left a
voicemail with [redacted] with the shut off notice details and left my
number so if she had any questions she could call me back.
I explained to Mrs. [redacted] I was following up with the eastern RevDex.com with our conversation.
Closed inquiry 1-20-2015
[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]