10/24/2017 15:09:31 EST [redacted] C [redacted] (JC[redacted])CUSTOMER INFORMATION[redacted] R [redacted] / 2748[redacted] MI 48843-7053Dates of Service: 09/16/2017 - PresentCUSTOMER CONTACT SUMMARY10/24/2017 | 2:57 PM- I contacted Mr. [redacted] at ###-###-#### to discuss the concerns that hesubmitted to...
the Revdex.com. I apologized for his experiencewith the Appliance Service Plan and explained that I would be working withthat department to investigate this further. Someone from that groupwould then reach out to him to discuss a resolution. I provided mycontact information in case he had questions before hearing back.- I've forwarded this inquiry to [redacted] in the Appliance Service Plandepartment for resolution.10/31/2017 10:51:48 EST [redacted] C [redacted] (JC[redacted])RELEVANT ACCOUNT INFORMATION- Mr. [redacted] was enrolled in the Appliance Service Plan (ASP) from05/30/2017 - 10/17/2017.- We've reviewed the phone call between Mr. [redacted] and the representativehe spoke with on 10/17/2017 when he cancelled his plan. We identifiedmultiple coaching opportunities related to the representative's knowledgeand setting customer expectations. This will be addressed with therepresentative to ensure these calls are handled correctly in the future.- Mr. [redacted]'s supervisor callback request was handled on 10/24/2017 at12:36 PM. At that time, we offered to re-enroll the customer in ASP so wecould create a new repair order, but the customer was not satisfied bythat.10/30/2017 | 4:45 PM- [redacted] with our Appliance Service Plan department contacted Mr. [redacted]to discuss this further. He apologized for the missed appointment and forthe way the customer was treated on the phone. He explained that we havereviewed the calls and will be taking appropriate action to ensure thesecalls are handled correctly in the future.- Mr. [redacted] indicated that his ice-maker is still broken and wants itrepaired, but does not want to re-enroll in the Appliance Service Plan.[redacted] agreed to have that repair completed in light of customer service.- Josh scheduled a repair order for 11/01/2017 to be completed by aConsumers Energy technician.- Regarding compensation, Mr. [redacted] accepted the amount he's already paidtowards the plan as long as we've agreed to repair his broken ice-maker.Josh provided him with his contact information and Mr. [redacted] thanked himfor his assistance.SUMMARY OF RESOLUTION1. Address employee behavior and given incorrect information- After reviewing these phone calls, we've identified multiple coachingopportunities to address with the representatives Mr. [redacted] spoke with.This will be handled internally to ensure these types of call are handledcorrectly in the future.2. Address repairing broken ice maker and date- We've scheduled a new repair order for the ice maker to be completed on11/01/2017 between 9:00 AM - 4:00 PM.3. Address being told that he can't speak to a supervisor- A supervisor callback request was completed on 10/24/2017 at 12:36 PM.Still being unsatisfied, the customer asked to speak to anothersupervisor, but the supervisor he spoke with indicated no othersupervisors were available. This is being addressed with that individualso they are aware how to properly escalate these types of inquiries in thefuture.4. Address compensation- Since we are completing the repair on his ice maker, Mr. [redacted]confirmed he's seeking no further compensation.Customer concerns have been addressed.Complaint closed 10/30/2017 Tell 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]
03/09/2016 14:53:07 [redacted] N [redacted]S ([redacted])[redacted]3[redacted] MI 48642-7731Dates of service: 11/08/10 to present.CUSTOMER INQUIRY OPENED AS OF 03/09/16.03/09/2016 15:35:18 [redacted] N [redacted]S ([redacted])Assigning to: [redacted]...
[redacted] + cc: [redacted]03/09/16 - Wednesday at 3:38 pm - attempted a phone call to [redacted] atphone number ###-###-#### - there line rang several times and there was novoicemail option.03/10/2016 18:02:11 [redacted] N [redacted]S ([redacted])RESOLUTION PROVIDED BY [redacted], WHO SPOKE WITH THE CUSTOMER ON03/10/16:I explained to Ms. [redacted] that our [redacted] gas distribution crew wasreplacing two risers in this mobile home park that were identified througha walking leak survey. One was at this address. I was unable to verifywhen the service was turned off and the meter exchanged, but a tag wasleft on the door indicating the gas needed to be disconnected and thatthey could call 24 hours for a relight order.[redacted] called us to schedule the relight order on 03/09/16 at 10:37 am.The technician who performed the turn on/relight order arrived for therelight at 2:20 pm. I contacted the technician who performed the light upto see what she found upon arrival. She stated that is appears a gasdistribution crew replaced the riser for this address. In replacing theriser, the customer#s gas was turned off and the tag was left on the doorand nobody was home when the meter was replaced. Because it was exchangedfor safety reasons, we weren't able to wait and schedule a second trip toreplace the unsafe meter situation.I apologized for her frustration, and let her know the gas was turned offfor her safety. If we were to leave the gas on and not verify appliancesare lit, there is a potential for the house to fill with gas with thepossibility that enough gas can fill the house creating an explosionhazard. Ms. [redacted] understood this and was satisfied with the explanationof what happened. She had no further questions or concerns at this time.CLOSING CUSTOMER INQUIRY AS OF 03/10/16.
02/06/2018 11:56:02 EST [redacted])[redacted] / 8074[redacted] [redacted]Service dates 12/02/17 to PresentCalled [redacted] at 630-520-3033, got voicemail. Left message with my contact info on it and will call her back tomorrow 02/7/18.02/06/2018 12:17:42 EST [redacted]...
[redacted])Meter Read & consumption12/05/17-12/21/17 Actual 1218kwh12/22/17-01/25/18 Actual 2255kwh01/25/18-02/06/18 Actual 345kwh12:17pm [redacted] returned my call, we went over her usage and I looked at previous electric usage here. Her current bill has usage of approximately 700kwh more than the highest bill here in the past. [redacted] stated she has boiler heat but also has a baseboard heater in her upstairs loft area. This has been set at approximately 55 degrees. She went on to say that she recently shut it off and has been leaving her boiler temp set at 63-65. She had been advised by customer service to turn it down to 55. I explained that would be incorrect given that the furnace is older and it isn't as efficient as current day boilers. It would take her longer and use more gas to heat her home that way. She did have the furnace inspected and they said it is running great. We went back to discussing her electric usage and that I am going to try to ping (get a read) from her meter. I couldn't get my system to do it so I a co-worker do it for me and we obtained a read of 35496 which shows 348kwh more used since 01/25/18. I also explained to her that she can verify this read when she gets home by looking at her meter. This equates to an average of 31.63kwh compared to the 64kwh per day she was using prior to shutting the baseboard heat down. I reiterated that this was an average and that the usage was probably higher before she shut it off and could be lower now that she has it off. She was happy to hear this. We discussed the bill itself and her ability to pay it. I explained that I am happy to work with her on it. I asked her to check her finances and see what she can pay on 02/20/2018 and I will spread the rest out for her. While the bill is currently high she is happy to know that she found the cause and that we will work with her on the bill. I apologized for any incorrect or inadequate info given to her by customer service and asked her to call me direct if she has further questions and to call by 02/20/18 if she needs additional time for payment. She thanked me for speaking to her and helping her. She had no further questions.CLOSED Revdex.com 2-6-2018
10/05/2017 17:11:11 EST [redacted] J [redacted] (DJ[redacted])[redacted] MI 49307Dates of Service: August 29, 2016 - Present[redacted]RELEVANT ACCOUNT INFORMATION:- 10/14/16 customer enrolled in auto pay/recurring card payments.- 3/28/17 credit card declined by bank.- 4/27/17...
credit card declined by bank.- 4/27/17 de-enrolled from auto pay.[redacted]Payment HistoryDate Amount10/14/16 $ 35.18 autopay10/24/16 $ 50.64 autopay11/28/16 $ 49.37 autopay12/28/16 $ 71.33 autopay01/27/17 $ 25.50 autopay02/27/17 $ 36.4403/28/17 $ 27.4905/16/17 $ 45.9509/24/17 $270.20[redacted]- Notes on the account by Customer Service Representative 9/29/17 that sheremoved late fee from the account.[redacted]CUSTOMER CONTACT SUMMARY:10/3/17 4:33 pm- I called [redacted] at ###-###-#### and left a voicemail explainingthat I received the inquiry he placed with the Revdex.com andasked that he return my call at his earliest convenience. I also left mycall back number.10/4/17 1:04 pmI called Mr. [redacted] at ###-###-#### and left a 2nd voicemail asking him toreturn my call. I again left my call back number.10/05/2017 17:17:55 EST [redacted] J [redacted] (DJ[redacted])SUMMARY OF RESOLUTION:10/5/17Because I have not received a response from Mr. [redacted] I sent him thefollowing letter:October 5, 2017[redacted] MI 49307Account Number: 0201Dear Mr. [redacted],I am writing in response to an inquiry you placed with the Eastern BetterBusiness Bureau regarding your account. Regretfully I have not been ableto reach you by telephone.After reviewing your account I see that you were removed from auto pay onApril 27 when we were unable to receive a payment from your debit/creditcard for two months as it was denied. You can set this up again throughyour online profile and we would once again be able to receive yourpayments automatically if you choose.When you spoke with a customer service representative on September 29about your account she removed the late fees that had been added as yourequested. You stated calls were disconnected three times when youattempted to call us. I am very sorry to hear that as I know howfrustrating that would be. Because of your inconvenience I have added a$25.00 credit to your account. That credit will be applied on your nextbilling cycle.I apologize again for the issue of attempting to speak to us regardingyour account. If you have any additional questions please call medirectly at ###-###-#### and I will be happy to assist you.Respectfully,[redacted]Customer Care Representative###-###-####[redacted].[redacted]@cmsenergy.comCC: Eastern Revdex.comComplaint closed
10/27/2017 11:26:51 EST [redacted] N. [redacted] (EN[redacted])[redacted] M [redacted] / [redacted] Dr [redacted] MI 49009-4107SERVICE DATES: 2/12/13-CURRENT-Assigned to [redacted] and [redacted], inquiry is due on 11/1/1711/01/2017 13:35:53...
EST [redacted] N. [redacted] (EN[redacted])CUSTOMER CONTACTS:[redacted] reached out to the customer on the following dates:1. 10/31 9:30am @ ###-###-####. Left voicemail with my contactinformation.2. 10/31 1:50pm @ ###-###-####. Left voicemail.3. 11/1 10:38am @ ###-###-####. Left voicemail.4. 11/1 11:25, email (attached) to w[redacted]@gmail.com-Since he was unable to reach Mr. [redacted], the following email was sent toaddress his concerns:Mr. [redacted],My name is [redacted] and I am the Program Manager for the Peak Time ofUse programs at Consumers Energy. I#m writing in hopes of addressing theissue you raised regarding your ineligibility for these programs due toyour participation in our Budget Plan program. While I#m sad to say thatwe are unable to enroll your account into a time of use (TOU) rate whileyou are on budget plan, I do [redacted] to explain why as well as provide anoverview of the options you have available for participation in these orother money saving programs.As mentioned, we#re currently unable to sup[redacted] customers participating inboth Budget Plan and a TOU rate simultaneously. I sincerely apologize forthe inconvenience as we know this would be a valuable and popularenhancement to our program, but unfortunately our Budget Plan is unable toaccommodate TOU rates at this time. Our current Budget Plan is built toaccurately forecast your costs across the entire year and convert thoseinto flat monthly payments. Then, at the end of the year you receive a#true-up# bill or credit based on how much your payments over the yearwere more or less than the actual cost of the energy you used all yearlong. Since the methodology used in our Budget Plan can accuratelyforecast your total annual cost, these #true-up# charges or credits arekept as small as possible. Put simply, our existing Budget Plan is bad atpredicting costs for customers when they switch to Time of Use rates asthere are several new variables it needs to consider, such as when you useyour energy and how much you will change behavior after switching to thenew rates. The end result is customers who participate in bothsimultaneously receiving very large #true ups# at the end of the year,which could be in the form of a high, surprise bill. In order to preventthat poor experience, we restrict participation in these programs torequire customers to be on one or the other currently. We are working toenhance our budget plan to resolve the issue, however, so we do expect tobe able to remove that restriction in the future.In the meantime, there are a few different pricing options available toyou to help you see lower bills. For enrolling in either of these optionsyou will also receive a $25 gift card:1. If you leave the Budget Plan- you would then be eligible foreither of our Time of Use rates. Based on your actual energy use over thelast year, you would have saved about $25 over the last year if you hadbeen on one of these rates. If you can shift your energy use to cheaperperiods of time, like nights and weekends, after enrolling then you couldexpect to save more than that, but that $25 estimate should represent yourminimum savings on the rate.2. Without leaving Budget Plan- You are eligible for our ACCycling program, which would provide you with $7.84 in monthly billcredits through summer, or $31.26 per year. Participation in this programrequires that you allow Consumers Energy to install an AC cycling deviceon your Central Air Conditioner which would reduce your units run time by50% during #cycling events#, which occur up to 15 days through summer,usually on the hottest days. This will typically cause the temperature inyour home to rise by a few degrees, depending on how well insula[redacted] yourhome is and how powerful your AC unit is.Energy Efficiency- in addition to different pricing options, ConsumersEnergy offers a variety of ways to help you save energy and money throughour Energy Efficiency programs. If you are interested, I would be happy toget you more information on these offerings and to find those which wouldwork for you.I apologize again for the inconvenience of not being able to participatein our Time of Use rates while on the Budget Plan. I [redacted] this providesyou with some insight as to why and the assurance that we are working toenable that choice for all customers! In the meantime, if you have anyfurther questions, concerns or I can assist you in any way, please don#thesitate to reply to this email or to reach me at the phone number below.Thank you, and have a great and safe day![redacted]
04/25/2018 15:40:27 [redacted] J [redacted] 4/25/18 3:46 pm - I called Mr. [redacted] at ###-###-#### and spoke with him about hisconcerns. I first apologized for the delay in the billing of his accountagain and then explained what had occurred. In December we had an issuewith the estimated...
intervals for the Time of Use (TOU) billing whichcaused the bills to be delayed. When they were released it was at thesame time as the January bills and they went out the same day. I let Mr.[redacted] know that when we generate and mail a bill we give at least 21 daysbefore the bill is due. If the payment is not received a turn off noticewill generate 7 days after the due date. I explained that in January hedidn't pay both balances and that is why he received a turn off notice andI apologized to him about that.- I let Mr. [redacted] know that the April bill has been delayed due to a rateincrease that was approved by the MPSC. Because of TOU billing our systemis preventing us from billing the old and new rate for the same billingcycle. Because of this we have delayed the billing until the end of thisweek. The April bill will be billed entirely at the old rate and the Maybill will come out soon afterwards with the new rate. I let Mr. [redacted]know the bills we come out close together and because of this I will put ahold on the account that will prevent a turn off notice from generating incase he is unable to pay both balances at once. I also let him know thatif he needs to make payment arrangements I would be happy to help him withthat.- I again apologized to Mr. [redacted] for the 2 delayed billings and let himknow we have implemented fixes in our system to prevent these types ofbilling delays in the future. I let him know that this delay was not juston his account but for all of our TOU accounts. He thanked me for callingand ended the call.
07/14/2015 12:22:48 [redacted] s [redacted]m (AS[redacted])
[redacted] er[redacted], account number 1030
1672 3845.
Assigned out to [redacted] and [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]
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]
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
10/13/2017 13:18:04 EST [redacted] C [redacted]n (JC[redacted])CUSTOMER INFORMATION[redacted] L [redacted] / 0772[redacted] Dr [redacted] MI 49228-1073Dates of Service: 10/12/2017 - PresentRELEVANT ACCOUNT INFORMATION- Ms. [redacted] transferred service via our online web service on08/21/2017. Although her prior...
account at [redacted]MI was successfully closed on 08/25/2017 per her request, the service at[redacted] Dr, [redacted], MI was not successfully placed in her name.- Since there was no active account holder for [redacted] Dr, [redacted],the service was eventually disconnected on 10/10/2017.- Ms. [redacted] contacted us on 10/10/2017 and 10/12/2017 and spoke with atleast two customer services representatives that were unable to locate theaddress in our system with the information provided. It wasn't until shespoke with a representative on 10/12/2017 at 12:03 PM that we were able tolocate the account, turn the service on, and place the account in hername.- Ms. [redacted] electric service is currently on and her account isactive as of 10/12/2017.[redacted]CUSTOMER CONTACT SUMMARY10/13/2017 | 12:27 PM- I contacted Ms. [redacted] at ###-###-#### to discuss the concerns sherecently submitted to the Revdex.com. I apologized for theissues she's experienced and verified that her service was turned onyesterday and her account is active as of 10/12/2017, so she will only becharged for electric service since then.- We confirmed she originally set this service transfer up online and herprior account was successfully closed. The request to start service ather current address of [redacted] Dr was unsuccessful even though shereceived a confirmation number. I advised I would provide thisinformation to our Digital Customer Experience team to identify andcorrect any issues that are found.- I also apologized that she was unable to get this corrected when shecontacted us on 10/10/2017 and early on 10/12/2017. The notes left on theaccount by those CSRs indicate they were unable to access the address inour system with the information provided. Ms. [redacted] confirmed sheprovided the service address of [redacted] Dr, [redacted], so she doesn'tknow what information they were using and why the account couldn't belocated.- I explained that before she spoke with the representative on 10/12/2017at 12:03 PM that was actually able to reconnect the service and start theaccount, two separate representatives indicated they were unable to locatethe account. I told her I would work with our Contact Center to reviewthose calls and ensure they were handled correctly. If it's a situationwhere our representatives were not searching for the address correctly, wewill provide appropriate coaching to ensure they know how to handle issueslike this in the future. If it was something on the technical side thatsomehow made this premise unsearchable, those issues will be identifiedand corrected.- Regarding the food loss, I agreed that this issue was due to our error.I offered to credit the account $100.00 as compensation which will beapplied to her energy charges until it's used up. She'll also see thatreflected on her next bill. Ms. [redacted] agreed to that and thanked mefor my assistance.- I provided the customer with my contact information in case she hasfurther questions and verified she had no other concerns at this time.SUMMARY OF RESOLUTION1. Address why power was shut off and if without notice- The electric service was disconnected on 10/10/2017 because the servicedid not have an active account holder. The move-in request made on08/21/2017 did not successfully process, even though Ms. [redacted] receiveda confirmation number. With no active account holder, no notice is sentprior to disconnection.- I have emailed our Digital Customer Experience team, who oversees ouronline services, to investigate the cause of the failed web move-in andtake steps to prevent this from occurring in the future.2. Address why missing address or missing meter?- This address ([redacted] Dr, [redacted], MI) is currently searchable inour system and the meter number (#[redacted]) is connected to that address.- There were two representatives that failed to locate the account withthat information. I've sent a communication to John in CustomerExperience Delivery to identify if this was a training issue with therepresentatives she spoke with or if there was a technical problem thatwas corrected to allow us to set up the account after noon on 10/12/2017.We will take corrective action once we identify the root of this issue.3. Delays in turning power on if passed Facta or Fraud- The delay appears to have been caused because we were unable to locatethe address Ms. [redacted] requested. This was not caused by an IDvalidation issue on her end.4. Address compensation if applicable- Since this was clearly a problem on our end, I agreed to apply a $100.00credit to Ms. [redacted] account to compensate her for food loss and theinconvenience this has caused.Customer concerns have been addressed.Complaint closed 10/13/2017Tell us why here...
[redacted] E [redacted] Jr.[redacted] MI 48433-1043I have remarked the account.03/07/2016 15:21:53 [redacted] A. [redacted] (JA[redacted])I've sent an email to [redacted] for resolution.I've sent the following email to the customer:Dear Mr. [redacted],I#m pleased to let you know that we#ve received your...
concerns about thefurnace repair from the Eastern Revdex.com. I have forwardedyour concerns to the Appliance Service Plan Management Team for review,and they will be following up with you within the next 24 hours. If youhave any questions or concerns prior to them contacting you, pleaserespond to this email.Respectfully,[redacted] A. [redacted]Customer Care RepresentativeOffice: ###-###-####Fax: ###-###-####[redacted].[redacted]@cmsenergy.com03/09/2016 16:59:01 [redacted] A. [redacted] (JA[redacted])I've sent a reminder to [redacted] and [redacted] who is filling in for [redacted],that this is due tomorrow.03/10/2016 16:34:31 [redacted] A. [redacted] (JA[redacted])Per [redacted]:After speaking with the customer, it was discovered that the assignedcontractor was not able to work on Lennox furnaces and had not notifiedus.Another contractor was assigned and they called the customer to schedulethe repair. The contractor and customer agreed on scheduling the work forthis morning, 3/10.[redacted] followed up with the customer this afternoon, and the furnace isfixed and running and the customer is very happy.COMPLAINT CLOSED 03/10/16
05/31/2017 16:12:21 EST [redacted] N. [redacted] (EN[redacted])[redacted] B [redacted] / 1053[redacted] RD SAGINAW MI 48604-15545/31/17-I called 7[redacted] and reached a voicemail for [redacted].I left a message letting her know that I was reviewing the account andwould follow up. I also left my direct dial...
number and office hours forher to contact me back.06/06/2017 09:24:24 EST [redacted] N. [redacted] (EN[redacted])I reviewed the account and found the following:-Customer started service in May 2016 and in February 2017 enrolled on thebudget plan program-We had to adjust the December and January bill periods which resulted ina balance owing at the time of enrollment on the Budget plan program-In order to enroll on the program the account should be at a zerobalance. Instead the customer owed a balance of $664.26-Customer was enrolled for one bill cycle and then removed and aninstallment plan was set up on the account and the balance was paid infull-Customer is still eligible to enroll and now would be the correct time asit is the beginning of the new plan year. The new budget amount for2017-2018 would be $265 per month and this is based on the prior 12 monthsof usage-Still unable to reach the customer to further discuss the account, Mailedthe following letter for closure:June 6, 2017[redacted] Rd.Saginaw, MI 48604-1554Account Number: 1053Dear Mr. [redacted],I recently received an inquiry you placed with the Eastern Better BusinessBureau and have been unable to reach you by phone to discuss the matterfurther.On behalf of Consumers Energy let me first apologize for any confusion ormiscommunication that was caused regarding out Budget Plan program.The budget plan is designed to allow for equal monthly payments over a 12month time frame. This program runs from June until May and is calculatedbased on the prior 12 months of energy use.Enrolling outside of this timeframe and with less than a year#s worth ofenergy use on your account can cause for some confusion and a larger thannormal amount being owed which is what has happened in this case. It ismost beneficial after having lived at location for more than 12 months andenrolling at the start of plan year.Currently you are eligible for enrollment on the program and you monthlyamount for the 2017-2018 plan year would be $265 per month. If you areinterested in enrolling in the program or have any additional questionsplease feel free to contact me directly at ###-###-####.Sincerely,[redacted]Customer Care RepresentativeCOMPLAINT CLOSED 6/6/17
Dates of service: 01/27/17 to present.CUSTOMER INQUIRY OPENED AS OF 03/21/17.BILL/USE HISTORY:Dates: kWh used: kWh/day: Billtotal: Total due:01/27-02/13 (FEB) 1134 63 $177.52 $177.5202/14-03/14 (MAR) 1468 51 $230.57 $411.50**Note: $411.50 includes both bills and a late payment charge of...
$3.41.Current meter #30609217 was tested on 12/09/15 and was found to be workingaccurately at 100.058%.Potential for use (based on historical consumption):BILL MONTH/YEAR: kWh used: kWh/day:Dec-2015 898 27Jan-2016 1352 43Feb-2016 2531 87Mar-2016 2131 71Apr-2016 1767 59Dec-2016 2284 74Jan-2017 2144 6003/21/17 - Tuesday at 4:48 pm - left a voicemail message for [redacted] at phone number [redacted] - letting her know that I have herinquiry and am available to discuss her concerns. I provided my directphone number for her to call back.03/21/2017 17:01:40 EST [redacted] [redacted])03/23/2017 08:38:16 EST [redacted] [redacted])03/21/17 - Tuesday at 5:32 pm - spoke with Mrs. [redacted] about herconcerns. We discussed the use on her two billing statements and thepotential for use at this address. In fact, when compared to last winterand the previous party#s use at this address, I confirmed that Mr. andMrs. [redacted] have been taking steps to be conservative with their use. Iassured her that the upgraded (smart) meter was tested prior to beingplaced at this address and was found to be working accurately. She didnot wish to request a meter test after I explained the accuracy testresults from when the meter was installed, but only wants to understandher use better.I apologized for her experience with our Customer Service Representatives(CSRs), and can see that when she spoke with Jennifer on 02/21/17 a holdwas placed until 03/14/17 because she suspected that the first bill mayhave been prorated based on the last actual read. Jennifer may not havenoticed that the meter at this address was an upgraded meter that sendsremote reads in on a daily basis and we used an actual meter read for thebegin read on her first partial-month bill. This may have causedconfusion with the other representatives she worked with as well as beingtransferred multiple times. I confirmed that there were no billadjustments completed, only a second bill after the 3/14 billing date.She indicated that she did record her average daily temperature, and wediscussed the reads sent in remotely (at 12:00 am every day), shown below:AVERAGE DAILY TEMP:Date: Use:20-Feb 3621-Feb 3522-Feb 2623-Feb 3424-Feb 4825-Feb 5326-Feb 5527-Feb 4228-Feb 421-Mar 472-Mar 603-Mar 614-Mar 875-Mar 346-Mar 367-Mar 448-Mar 519-Mar 5110-Mar 7911-Mar 7112-Mar 5213-Mar 5814-Mar 461148 Total/49.9 averageI confirmed that the majority of the daily use is part of the "baseload",which means appliances that are always on or running - such as the heat,electronics, etc. I asked what she uses to heat the home (in addition tothe electric space heating in one room), and she wasn't sure. Wedetermined that she does have a forced-air furnace, and Mrs. [redacted] nowunderstands that while it does use gas to heat the home, it also useselectricity to circulate the heat. This is having an effect on herelectric bill. If there is an increase between 1 and 4 am we agreed thisis most likely the furnace blower.She understands that the usage shown above is only part of her fullbilling cycle and that her electric use directly corresponds to thetemperatures going up/down. I explained that she can also monitor her useonline through her eservices profile if she would like to learn more abouther use.She now has a much better understanding about her usage, but expressedthat our Customer Service department needs additional training. Iapologized for any confusion her interactions with our CSRs may havecaused Mrs. [redacted], and assured her that this has been sent to themanagement team in our Customer Service department. They will review itand take the appropriate actions with the employees she spoke with.The current billing occurred during a rate change, and this is why shesees two line items for Energy and Distribution on her bill for 1468 kWh.Once is for 1045 kWh of the use and the other is for the remaining 423kWh. She was happy to know that she was not double charged for anythingon the bill.In light of customer service, I have removed the late payment charge onthe account, as well as placed a credit for $50.00 as an apology for thefrustration she's experienced. I offered to set up a payment arrangementon the bill for as long as she would like, but she said she would preferto pay the bill in full.Mrs. [redacted] thanked me for my help, and was happy with the resolution ofher inquiry.REMOVED LATE PAYMENT CHARGE OF $3.41SUBMITTED AMENDS CREDIT REQUEST FOR $50.00CLOSING CUSTOMER INQUIRY AS OF 03/21/17.
CUSTOMER CONTACT- Attempted to reach at [redacted] on 01/17/2018, but there was not answering service to leave a message- Attempted to reach at [redacted] on 01/22/2018 at approx. 1:00 PM, but there was no answering service to leave a message01/22/2018 13:31:39 EST [redacted])- I...
have mailed a letter for closure on 01/22/2017:January 22, 2018[redacted]Dear Mr. [redacted],You'll be pleased to know we've had a chance to review your inquiry placed with the Revdex.com. I understand your inquiry is regarding having your service restored as soon as possible and responsibility of the balance in your name.I'm happy to see service was restored on 01/12/2018 with a Medical Emergency Form.I've looked into your claim stating Consumers Energy is requiring you to pay someone else's bill. What I found was [redacted]'s and [redacted]'s bills were transferred to your account when you lived at [redacted]. These were valid transfers.The address reports I pulled show you all living at this address while service was switching between their names, your wife's name, and yours. Because the transfers were valid, [redacted]'s and [redacted]'s bills were paid while service was in your wife's name at the [redacted] address (account #[redacted]).Because all previous bills transferred indirectly from other's accounts were paid, you are responsible for the full balance of $14,053.27. This balance accrued under your name and your wife's names. If you haven't started already, please try to seek assistance by calling First Call for Help. You can reach them by dialing [redacted]. Please give me a call if any further questions; here's my direct line, [redacted]Thank you,[redacted]Customer Care[redacted]cc Eastern Revdex.com
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.
[redacted] A [redacted] MI 48653-9076FIELD INVESTIGATION RESULTS:When arrived to the meter, I found that the seal was missing off the latchand there was visible damage to the right side of the cover, wear theprevious side lock was ripped or pried off. I took off the meter andfound...
the disconnect sleeves were off the load side blades and missing.There was excessive wear on all four blades. It appeared that there wasno tampering to the meter or socket itself. With having multiple theftinvestigations and how high the bill is, I removed the meter with a readof 56512 and put a pie plate in socket. I secured the cover with a sidelock and a new red seal on latch.BILLING INFORMATION:$14,409.64 for turn on = $13,621.09 UA/DA [redacted]917 + 206.00 UAU +50.00 reconnection fee + 300.00 security deposit + 232.55 invest cost ca CUSTOMER CONTACTS:DATE: 6-3-16SUMMARY:[redacted] returned my call @ 1118 AMHe states that he did sell the house to [redacted] and [redacted].He states that they just happen to have the same last name. He states theyare NOT family members and that he does NOT know who they are. He statesthat his son [redacted] is in the process of moving out. He wants the serviceon in his name or his wife's.Son needs power to clean.I advised him that the service will NOT be turned on for anybody at thispoint. Once his son moves out and the house is vacant he is to call meback and I will schedule a walk through to ensure that the property isvacant then if we can we will turn the service on for the new party.CUSTOMER CONTACTS:DATE: 6-6-16SUMMARY:I returned call to [redacted] on [redacted] @ 1143amHe said that he is moving to Bay City, he states that he received anautomated call stating that he was past due 213.00 and wanted to know ifhe paid that can he get services turned on.SUMMARY:[redacted] called from [redacted]States the property is vacant and asked for an appointment for aI have reviewed the Experian reports for [redacted],[redacted] & [redacted]. I cannot place [redacted] at thisaddress or at any other address with [redacted] or [redacted].Cannot place any connections between [redacted] or his fiancée [redacted] to[redacted] or [redacted], or [redacted] via Facebook.06/28/2016 14:57:04 [redacted] A. [redacted])I had sent [redacted] an email to let him know I was working on this for him.He replied with the following:"Thank you for contacting me. If it would expedite things, I can scan ande-mail those documents to you.I was not aware that any type of clearance would be needed in order to getthe power turned on or I would have done this sooner. We were not evensure which date we would be getting occupancy. I thought I was going tohave to file eviction papers to get the previous occupant to leave. Theseller's listed the home for sale while they still had a family memberliving there that I was not aware of. Shortly after closing but beforewe got occupancy, occupancy was set for 60 days after closing per ourpurchase agreement, I was informed the power was shut off on their familymember .The seller's were supposed to have power turned back on beforegiving us occupancy which they never did.Thank you for all you help and getting the power turned on as soon aspossible. I really do appreciate your help!! This has just been onenightmare after another in regards to purchasing this home and I want itto end soon. If there is anything else you need from me, please let meknow ASAP"I responded, asking him to send me a copy of the mortgage paperwork sinceI couldn't get theft to send it to me. He responded with a copy for me.After speaking with the Theft supervisor, and having the copy of themortgage paperwork, we were able to verify that [redacted] was indeed the newhome owner with no connection to the previous home owner.I placed an order to turn on service, called and spoke to dispatch to getthe order put on today's schedule, and sent [redacted] an email, advising himthat the service was approved and will be turned on today.COMPLAINT CLOSED 06/28/16
Dates of service: 08/06/2014 – Present Mr. [redacted] had a Non-registering Electric Meter. We investigated the electric meter on 10/06/2015 and when it was found to be non-registering, We installed a new meter at the home. After the adjustment, the account had a total balance of...
$271.03. The usage from the non-registering time-frame was billed on 10/27/2015 and included the following note on the account: - Rebilled non reg electric meter from 6/19/15 to 10/5/15 based on new meter use with 17.5 kilowatt hour use per day. If any questions please call ###-###-####, if transferring customer please warm transfer to Customer Billing. Mr. [redacted] requested enrollment on the Budget Plan, on 11/13/2015, After the catch-up bill was generated on 10/27/2015. 02/16/2016 09:37:13 [redacted] W. [redacted] (BW[redacted]) I left a message for Mr. [redacted] on 02/16/2016 at 9:45 AM, 02/18/2016 13:50:15 [redacted] W. [redacted] (BW[redacted]) The highest amount the bill showed owing was $436.03 due to the account being rebilled and a few months where no payment was necessary. I left a message for Mr. [redacted] on 02/18/2016 at 2:23 PM, 02/19/2016 06:21:52 [redacted] W. [redacted] (BW[redacted]) 12 Month Payment History Date Amount 03/30/15 $207.68 04/21/15 $157.11 05/18/15 $110.62 06/10/15 $78.37 07/20/15 $71.51 08/25/15 $29.34 09/15/15 $27.47 12/15/15 $165.00 01/19/16 $165.00 I have sent the following letter to Mr. [redacted] on 02/19/2016: February 19, 2016 Dear Mr. [redacted], I'm pleased to tell you we've had a chance to look into your inquiry placed with the Eastern Revdex.com. I understand your inquiry is regarding a non-registering meter. I’m truly sorry the meter at your home stopped working properly. I can understand how receiving a bill like this would be unsettling. Your electric meter failed to register usage around June 19, 2015. After investigating the meter on October 6, 2015, we verified the meter wasn't registering your electric usage. Then we rebilled the account on October 27, 2015, based off the electric use per day from the date the new meter was installed. The dates we rebilled the account were June 19, 2015 to October 5, 2015. This rebilling was completed under the guidelines of the Michigan Public Service Commission. The account was setup on the Budget Plan and with the rebilling of the account, we required Budget Plan Payments for the two months payments weren't made to the account, October and November, to be up to date on the Budget Plan. Your total balance owing on February 17 was $369.47. In order to enroll you on the Budget Plan, we will need to have your account paid up to date. This amount is lower than the $436.03 bill you received to get you caught back up on the Budget Plan. All payments made to the account have been credited to your account. Please let me assure you that no money has been lost. We would be glad to setup an installment plan to help you get caught back up with your account. We can break up the $369.47 into 6 equal monthly payments, to be paid along with your future bills. Setting up an installment plan will help to ensure your services are not turned off. I have placed a hold on your account for 14 days to await your reply. You may pay this balance in full, or setup a payment arrangement, if you'd like. Please give me a call if you have any questions. Here's my direct line, ###-###-####. Our best wishes to you. Have a great day. Thank you, [redacted] Customer Care Representative [redacted].[redacted]@cmsenergy.com cc Eastern Revdex.com
[redacted] MI 49224Account Number: [redacted]Dates of Service: September 28, 2013 - Present[redacted]RELEVANT ACCOUNT INFORMATION:Usage History09/28/2013 10/16/2013 8910/17/2013 11/14/2013 50 - estimate11/15/2013 12/16/2013 40012/17/2013 01/17/2014 19 - estimate01/18/2014...
02/13/2014 17 - estimate02/14/2014 03/18/2014 74303/19/2014 04/15/2014 26104/16/2014 05/15/2014 8905/16/2014 06/16/2014 10506/17/2014 07/16/2014 9207/17/2014 08/15/2014 8908/16/2014 09/15/2014 16209/16/2014 10/14/2014 32910/15 15/2014 11/12/2014 51211/13/2014 12/12/2014 39012/13/2014 01/14/2015 28601/15/2015 02/13/2015 260 - estimate02/14/2015 03/16/2015 9603/17/2015 04/16/2015 16004/17/2015 05/14/2015 27205/15/2015 06/15/2015 31406/16/2015 07/14/2015 27107/15/2015 08/13/2015 52808/14/2015 09/14/2015 39609/15/2015 10/13/2015 38110/14/2015 11/12/2015 33211/13/2015 12/16/2015 11912/17/2015 01/20/2016 14401/21/2016 02/16/2016 11702/17/2016 03/16/2016 8403/17/2016 04/15/2016 20804/16/2016 05/17/2016 32105/18/2016 06/15/2016 303 -06/16/2016 07/16/2016 39807/17/2016 08/16/2016 43908/17/2016 09/14/2016 36009/15/2016 10/13/2016 35110/14/2016 11/15/2016 36411/16/2016 12/18/2016 41312/19/2016 01/18/2017 21201/19/2017 02/15/2017 20002/16/2017 03/16/2017 18503/17/2017 04/17/2017 38404/18/2017 05/16/2017 62105/17/2017 06/15/2017 70806/16/2017 07/17/2017 70507/18/2017 08/15/2017 73608/16/2017 09/14/2017 667- Smart meter installed 8/22/16[redacted]CUSTOMER CONTACT SUMMARY:9/27/17 3:30 pm- I called [redacted] at ###-###-#### and left a voicemail explaining thatI had received the inquiry he placed with the Revdex.com andasked that he return my call at his earliest convenience. I also left mycall back number.09/28/2017 09:10:33 EST [redacted] J [redacted] (DJ[redacted])9/28/17 9:33 am- I called Mr. [redacted] at ###-###-#### and spoke with him about his concerns.I let him know that a new meter was installed 8/22/16 and the usage hasbeen higher since that time which suggests that the old meter was notrecording all of the usage as it should have. I explained that the newmeters are more accurate.- Mr. [redacted] stated that he didn't believe that as the usage didn't showhigher until December and it has stayed higher since then. He also saidthat he was in Arizona from November - March so they weren't home duringthat time frame.- I asked if they had changed anything in the home or had any repairs doneand he said no.- I explained that I would not be able to offer him a Home Energy Analysisas they are only done at properties that we are the gas provider. I lethim know that I could have the meter tested to confirm it is recordingusage properly. That is scheduled for Friday, 9/29/17 from 12:00 - 4:00pm and I told him I would call him back after the meter is tested to goover the results.- I explained that if the meter tested fast that we would adjust hisbilling but if it tests good that we recommend he contact an electricianto check the appliances and wiring at the home.09/29/2017 14:39:48 EST [redacted] J [redacted] (DJ[redacted])[redacted]9/29/17 - Meter tested at 99.94% accurate. No shorts or grounds found andcustomer witnessed the test.[redacted]9/29/17 2:45 pm- I called Mr. [redacted] at ###-###-#### and went over the meter test results.He is aware that our meter is recording his usage correctly as he spokewith the technician while he was testing it. The technician and myselfrecommended that he contact an electrician if he still feels his usage ishigher than he thinks it should be. Mr. [redacted] thanked me for the followup.Complaint closedell us why here...
04/26/2018 13:39:31 EST [redacted] J [redacted] (DJ[redacted])[redacted] N [redacted] / 3548[redacted] MI 48341-1177Dates of Service: September 24, 2013 - Present[redacted]4/26/18 - Assigned to: ASP Complaints[redacted]Previous concerns for same issue:Notification #[redacted], Corp complaint...
4/12/18Notification #[redacted], Social Media complaint 4/17/18[redacted]CUSTOMER CONTACT SUMMARY:4/26/18 1:34 pm- I called [redacted] at ###-###-#### and left a voicemail explainingI received the inquiry he placed with the Revdex.com regardinga repair contractor. I let him know I would be forwarding this to our ASPdepartment and they will be following us within the next few businessdays.05/01/2018 10:39:31 EST [redacted] J [redacted] (DJ[redacted])[redacted]SUMMARY OF RESOLUTION:5/1/18- I received the following information from [redacted] in our ApplianceService Plan (ASP) department:We created the escalation on 4/4/18 and due to delays in response timefrom the Solution Center, the escalation was not attended to in a timelyfashion.The tub seal is not covered by the appliance service plan, two techniciansreached the same diagnosis after the customer's request for a 2nd opinionwas fulfilled.Our contractors take before/after pictures of the appliance to minimizetheir exposure for damage claims after the fact. The tech should havecommunicated this policy to the customer.Per the ASP department they will be working with contractors to emphasizethe importance of communicating why they are doing what they're doing andthat it protects us and the customer from any frustration in the future.Gas Field Leader, [redacted] called Ms. [redacted] on 4/12/18, 4/18/18,4/26/18 and 4/30/18. He left voicemails with his call back number askingthem to return his call to go over their concerns but he didn't receive aresponse.Because he didn't receive a response the following letter was sent fromthe ASP department:Ms. [redacted] -My name is [redacted], I'm the call center manager for the ApplianceService Plan Solutions Center. I received your Facebook concern and theconcern filed with the Michigan Public Service Commission.I apologize for the frustration that you've had receiving a repair on yourwashing machine. Based on the information from the orders, I see thatwe've had two separate technicians, both a Consumers Energy ApplianceTechnician and one of our contracted partners at the home to confirm thediagnosis and they found that the tub seal was in need of repair. I amglad that we were able to save you the out of pocket cost of those twoservice calls, repairs on the tub and its seal are not covered under theAppliance Service Plan. The coverage exclusions are outlined in the terms& conditions of the plan - this document can be found online atwww.applianceserviceplan.com or in the welcome packet sent after yourenrollment on the plan.Regarding your request for cancelation, we will not be making any changesto the plan at this time - if there are changes that you'd like to make,please contact myself, Mr. [redacted], or the ASP Solutions Center and wewill be happy to complete that process as best we are able.The contractor field leader, [redacted], attempted to contact you ontwo separate occasions to hear your concerns and communicate how we intendto improve or resolve your issue, but he was unable to reach you - leavingseveral voicemails instead.If you'd like, Mr. [redacted] can be contacted at ###-###-#### if you havequestions relating to the technical aspect of your repair, or I can bereached at ###-###-#### if you have any questions relating to yourexperience with the Solutions Center, where your order was created.I hope this letter finds you well and that you have a wonderful spring, ifyou have any other concerns or questions, please reach out to either ofus.[redacted]Call Center Manager for Appliance Service Plan Solutions Center###-###-####[redacted]CUSTOMER CONCERNS TO BE ADDRESSED:1. Contractors take before/after pictures of the appliance to minimizetheir exposure for damage claims after the fact.2. The contractor should have communicated the policy of the taking ofpictures to the customer. We will be working with our contractors on thispolicy going forward as well.3. The customer would need to contact us regarding canceling their plan.Complaint closed 5/1/18
01/04/2017 10:34:56 EST [redacted] s [redacted])[redacted] D [redacted] / 0201/ [redacted] BIG RAPIDSAssigned out to [redacted] in ASP1/4/2017 10:35am spoke with Mr. [redacted], made him aware that his concern hasbeen received and ASP will follow up ASAP.01/06/2017 12:36:42 EST [redacted] s [redacted]...
([redacted])[redacted] had forwarded this onto to [redacted] for resolutionI received the following response from [redacted]Good morning #I left a message with Mr. [redacted] and sent him the below e-mail. Both callswere reviewed and will be addressed. The supervisors of both the SolutionsCenter CSR and the outbound sales representative have been made aware ofthe concerns that the customer has provided. Thank you.[redacted]Tech Assistant IIIC: ###-###-####EMAIL -Sent: Friday, January 06, 2017 12:21 PMTo: '[redacted]@gmail.com'Subject: Regarding your concern with the Appliance Service Plan enrollmentMr. [redacted] #I received your concern about the enrollment process and customer servicethat you received when you contact us at the call center. I apologize thatyou were treated poorly by our phone agent, that call has been monitoredand the agent#s supervisor will be taking corrective action to ensure thatyour experience is not repeated.Regarding the conversation about the utilities and the enrollment # wehave reviewed that call as well and neither I, nor the supervisor of theagent who processed the enrollment was able to identify any commitment tofree utilities. We did hear the agent offer a free month#s service. Thatfree month would have been the following month of your service. As far asthe ten days is concerned, we do offer a 15 day enrollment period wherebyyou are able to cancel at no cost to yourself before the plan takeseffect.I apologize for any miscommunication, but I do appreciate your feedbackand we will be passing along these coaching opportunities to correct thepoor treatment that you received. I see now that your ASP is cancelledback to the enrollment date, so you will be receiving the 24.98$ that waspaid at your next billing cycle. Thank you, and let me know if you haveany further questions.[redacted]Tech Assistant IIIC: ###-###-####Closed complaint 1/6/2017
10/24/2017 15:09:31 EST [redacted] C [redacted] (JC[redacted])CUSTOMER INFORMATION[redacted] R [redacted] / 2748[redacted] MI 48843-7053Dates of Service: 09/16/2017 - PresentCUSTOMER CONTACT SUMMARY10/24/2017 | 2:57 PM- I contacted Mr. [redacted] at ###-###-#### to discuss the concerns that hesubmitted to...
the Revdex.com. I apologized for his experiencewith the Appliance Service Plan and explained that I would be working withthat department to investigate this further. Someone from that groupwould then reach out to him to discuss a resolution. I provided mycontact information in case he had questions before hearing back.- I've forwarded this inquiry to [redacted] in the Appliance Service Plandepartment for resolution.10/31/2017 10:51:48 EST [redacted] C [redacted] (JC[redacted])RELEVANT ACCOUNT INFORMATION- Mr. [redacted] was enrolled in the Appliance Service Plan (ASP) from05/30/2017 - 10/17/2017.- We've reviewed the phone call between Mr. [redacted] and the representativehe spoke with on 10/17/2017 when he cancelled his plan. We identifiedmultiple coaching opportunities related to the representative's knowledgeand setting customer expectations. This will be addressed with therepresentative to ensure these calls are handled correctly in the future.- Mr. [redacted]'s supervisor callback request was handled on 10/24/2017 at12:36 PM. At that time, we offered to re-enroll the customer in ASP so wecould create a new repair order, but the customer was not satisfied bythat.10/30/2017 | 4:45 PM- [redacted] with our Appliance Service Plan department contacted Mr. [redacted]to discuss this further. He apologized for the missed appointment and forthe way the customer was treated on the phone. He explained that we havereviewed the calls and will be taking appropriate action to ensure thesecalls are handled correctly in the future.- Mr. [redacted] indicated that his ice-maker is still broken and wants itrepaired, but does not want to re-enroll in the Appliance Service Plan.[redacted] agreed to have that repair completed in light of customer service.- Josh scheduled a repair order for 11/01/2017 to be completed by aConsumers Energy technician.- Regarding compensation, Mr. [redacted] accepted the amount he's already paidtowards the plan as long as we've agreed to repair his broken ice-maker.Josh provided him with his contact information and Mr. [redacted] thanked himfor his assistance.SUMMARY OF RESOLUTION1. Address employee behavior and given incorrect information- After reviewing these phone calls, we've identified multiple coachingopportunities to address with the representatives Mr. [redacted] spoke with.This will be handled internally to ensure these types of call are handledcorrectly in the future.2. Address repairing broken ice maker and date- We've scheduled a new repair order for the ice maker to be completed on11/01/2017 between 9:00 AM - 4:00 PM.3. Address being told that he can't speak to a supervisor- A supervisor callback request was completed on 10/24/2017 at 12:36 PM.Still being unsatisfied, the customer asked to speak to anothersupervisor, but the supervisor he spoke with indicated no othersupervisors were available. This is being addressed with that individualso they are aware how to properly escalate these types of inquiries in thefuture.4. Address compensation- Since we are completing the repair on his ice maker, Mr. [redacted]confirmed he's seeking no further compensation.Customer concerns have been addressed.Complaint closed 10/30/2017 Tell 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]
03/09/2016 14:53:07 [redacted] N [redacted]S ([redacted])[redacted]3[redacted] MI 48642-7731Dates of service: 11/08/10 to present.CUSTOMER INQUIRY OPENED AS OF 03/09/16.03/09/2016 15:35:18 [redacted] N [redacted]S ([redacted])Assigning to: [redacted]...
[redacted] + cc: [redacted]03/09/16 - Wednesday at 3:38 pm - attempted a phone call to [redacted] atphone number ###-###-#### - there line rang several times and there was novoicemail option.03/10/2016 18:02:11 [redacted] N [redacted]S ([redacted])RESOLUTION PROVIDED BY [redacted], WHO SPOKE WITH THE CUSTOMER ON03/10/16:I explained to Ms. [redacted] that our [redacted] gas distribution crew wasreplacing two risers in this mobile home park that were identified througha walking leak survey. One was at this address. I was unable to verifywhen the service was turned off and the meter exchanged, but a tag wasleft on the door indicating the gas needed to be disconnected and thatthey could call 24 hours for a relight order.[redacted] called us to schedule the relight order on 03/09/16 at 10:37 am.The technician who performed the turn on/relight order arrived for therelight at 2:20 pm. I contacted the technician who performed the light upto see what she found upon arrival. She stated that is appears a gasdistribution crew replaced the riser for this address. In replacing theriser, the customer#s gas was turned off and the tag was left on the doorand nobody was home when the meter was replaced. Because it was exchangedfor safety reasons, we weren't able to wait and schedule a second trip toreplace the unsafe meter situation.I apologized for her frustration, and let her know the gas was turned offfor her safety. If we were to leave the gas on and not verify appliancesare lit, there is a potential for the house to fill with gas with thepossibility that enough gas can fill the house creating an explosionhazard. Ms. [redacted] understood this and was satisfied with the explanationof what happened. She had no further questions or concerns at this time.CLOSING CUSTOMER INQUIRY AS OF 03/10/16.
02/06/2018 11:56:02 EST [redacted])[redacted] / 8074[redacted] [redacted]Service dates 12/02/17 to PresentCalled [redacted] at 630-520-3033, got voicemail. Left message with my contact info on it and will call her back tomorrow 02/7/18.02/06/2018 12:17:42 EST [redacted]...
[redacted])Meter Read & consumption12/05/17-12/21/17 Actual 1218kwh12/22/17-01/25/18 Actual 2255kwh01/25/18-02/06/18 Actual 345kwh12:17pm [redacted] returned my call, we went over her usage and I looked at previous electric usage here. Her current bill has usage of approximately 700kwh more than the highest bill here in the past. [redacted] stated she has boiler heat but also has a baseboard heater in her upstairs loft area. This has been set at approximately 55 degrees. She went on to say that she recently shut it off and has been leaving her boiler temp set at 63-65. She had been advised by customer service to turn it down to 55. I explained that would be incorrect given that the furnace is older and it isn't as efficient as current day boilers. It would take her longer and use more gas to heat her home that way. She did have the furnace inspected and they said it is running great. We went back to discussing her electric usage and that I am going to try to ping (get a read) from her meter. I couldn't get my system to do it so I a co-worker do it for me and we obtained a read of 35496 which shows 348kwh more used since 01/25/18. I also explained to her that she can verify this read when she gets home by looking at her meter. This equates to an average of 31.63kwh compared to the 64kwh per day she was using prior to shutting the baseboard heat down. I reiterated that this was an average and that the usage was probably higher before she shut it off and could be lower now that she has it off. She was happy to hear this. We discussed the bill itself and her ability to pay it. I explained that I am happy to work with her on it. I asked her to check her finances and see what she can pay on 02/20/2018 and I will spread the rest out for her. While the bill is currently high she is happy to know that she found the cause and that we will work with her on the bill. I apologized for any incorrect or inadequate info given to her by customer service and asked her to call me direct if she has further questions and to call by 02/20/18 if she needs additional time for payment. She thanked me for speaking to her and helping her. She had no further questions.CLOSED Revdex.com 2-6-2018
10/05/2017 17:11:11 EST [redacted] J [redacted] (DJ[redacted])[redacted] MI 49307Dates of Service: August 29, 2016 - Present[redacted]RELEVANT ACCOUNT INFORMATION:- 10/14/16 customer enrolled in auto pay/recurring card payments.- 3/28/17 credit card declined by bank.- 4/27/17...
credit card declined by bank.- 4/27/17 de-enrolled from auto pay.[redacted]Payment HistoryDate Amount10/14/16 $ 35.18 autopay10/24/16 $ 50.64 autopay11/28/16 $ 49.37 autopay12/28/16 $ 71.33 autopay01/27/17 $ 25.50 autopay02/27/17 $ 36.4403/28/17 $ 27.4905/16/17 $ 45.9509/24/17 $270.20[redacted]- Notes on the account by Customer Service Representative 9/29/17 that sheremoved late fee from the account.[redacted]CUSTOMER CONTACT SUMMARY:10/3/17 4:33 pm- I called [redacted] at ###-###-#### and left a voicemail explainingthat I received the inquiry he placed with the Revdex.com andasked that he return my call at his earliest convenience. I also left mycall back number.10/4/17 1:04 pmI called Mr. [redacted] at ###-###-#### and left a 2nd voicemail asking him toreturn my call. I again left my call back number.10/05/2017 17:17:55 EST [redacted] J [redacted] (DJ[redacted])SUMMARY OF RESOLUTION:10/5/17Because I have not received a response from Mr. [redacted] I sent him thefollowing letter:October 5, 2017[redacted] MI 49307Account Number: 0201Dear Mr. [redacted],I am writing in response to an inquiry you placed with the Eastern BetterBusiness Bureau regarding your account. Regretfully I have not been ableto reach you by telephone.After reviewing your account I see that you were removed from auto pay onApril 27 when we were unable to receive a payment from your debit/creditcard for two months as it was denied. You can set this up again throughyour online profile and we would once again be able to receive yourpayments automatically if you choose.When you spoke with a customer service representative on September 29about your account she removed the late fees that had been added as yourequested. You stated calls were disconnected three times when youattempted to call us. I am very sorry to hear that as I know howfrustrating that would be. Because of your inconvenience I have added a$25.00 credit to your account. That credit will be applied on your nextbilling cycle.I apologize again for the issue of attempting to speak to us regardingyour account. If you have any additional questions please call medirectly at ###-###-#### and I will be happy to assist you.Respectfully,[redacted]Customer Care Representative###-###-####[redacted].[redacted]@cmsenergy.comCC: Eastern Revdex.comComplaint closed
10/27/2017 11:26:51 EST [redacted] N. [redacted] (EN[redacted])[redacted] M [redacted] / [redacted] Dr [redacted] MI 49009-4107SERVICE DATES: 2/12/13-CURRENT-Assigned to [redacted] and [redacted], inquiry is due on 11/1/1711/01/2017 13:35:53...
EST [redacted] N. [redacted] (EN[redacted])CUSTOMER CONTACTS:[redacted] reached out to the customer on the following dates:1. 10/31 9:30am @ ###-###-####. Left voicemail with my contactinformation.2. 10/31 1:50pm @ ###-###-####. Left voicemail.3. 11/1 10:38am @ ###-###-####. Left voicemail.4. 11/1 11:25, email (attached) to w[redacted]@gmail.com-Since he was unable to reach Mr. [redacted], the following email was sent toaddress his concerns:Mr. [redacted],My name is [redacted] and I am the Program Manager for the Peak Time ofUse programs at Consumers Energy. I#m writing in hopes of addressing theissue you raised regarding your ineligibility for these programs due toyour participation in our Budget Plan program. While I#m sad to say thatwe are unable to enroll your account into a time of use (TOU) rate whileyou are on budget plan, I do [redacted] to explain why as well as provide anoverview of the options you have available for participation in these orother money saving programs.As mentioned, we#re currently unable to sup[redacted] customers participating inboth Budget Plan and a TOU rate simultaneously. I sincerely apologize forthe inconvenience as we know this would be a valuable and popularenhancement to our program, but unfortunately our Budget Plan is unable toaccommodate TOU rates at this time. Our current Budget Plan is built toaccurately forecast your costs across the entire year and convert thoseinto flat monthly payments. Then, at the end of the year you receive a#true-up# bill or credit based on how much your payments over the yearwere more or less than the actual cost of the energy you used all yearlong. Since the methodology used in our Budget Plan can accuratelyforecast your total annual cost, these #true-up# charges or credits arekept as small as possible. Put simply, our existing Budget Plan is bad atpredicting costs for customers when they switch to Time of Use rates asthere are several new variables it needs to consider, such as when you useyour energy and how much you will change behavior after switching to thenew rates. The end result is customers who participate in bothsimultaneously receiving very large #true ups# at the end of the year,which could be in the form of a high, surprise bill. In order to preventthat poor experience, we restrict participation in these programs torequire customers to be on one or the other currently. We are working toenhance our budget plan to resolve the issue, however, so we do expect tobe able to remove that restriction in the future.In the meantime, there are a few different pricing options available toyou to help you see lower bills. For enrolling in either of these optionsyou will also receive a $25 gift card:1. If you leave the Budget Plan- you would then be eligible foreither of our Time of Use rates. Based on your actual energy use over thelast year, you would have saved about $25 over the last year if you hadbeen on one of these rates. If you can shift your energy use to cheaperperiods of time, like nights and weekends, after enrolling then you couldexpect to save more than that, but that $25 estimate should represent yourminimum savings on the rate.2. Without leaving Budget Plan- You are eligible for our ACCycling program, which would provide you with $7.84 in monthly billcredits through summer, or $31.26 per year. Participation in this programrequires that you allow Consumers Energy to install an AC cycling deviceon your Central Air Conditioner which would reduce your units run time by50% during #cycling events#, which occur up to 15 days through summer,usually on the hottest days. This will typically cause the temperature inyour home to rise by a few degrees, depending on how well insula[redacted] yourhome is and how powerful your AC unit is.Energy Efficiency- in addition to different pricing options, ConsumersEnergy offers a variety of ways to help you save energy and money throughour Energy Efficiency programs. If you are interested, I would be happy toget you more information on these offerings and to find those which wouldwork for you.I apologize again for the inconvenience of not being able to participatein our Time of Use rates while on the Budget Plan. I [redacted] this providesyou with some insight as to why and the assurance that we are working toenable that choice for all customers! In the meantime, if you have anyfurther questions, concerns or I can assist you in any way, please don#thesitate to reply to this email or to reach me at the phone number below.Thank you, and have a great and safe day![redacted]
04/25/2018 15:40:27 [redacted] J [redacted] 4/25/18 3:46 pm - I called Mr. [redacted] at ###-###-#### and spoke with him about hisconcerns. I first apologized for the delay in the billing of his accountagain and then explained what had occurred. In December we had an issuewith the estimated...
intervals for the Time of Use (TOU) billing whichcaused the bills to be delayed. When they were released it was at thesame time as the January bills and they went out the same day. I let Mr.[redacted] know that when we generate and mail a bill we give at least 21 daysbefore the bill is due. If the payment is not received a turn off noticewill generate 7 days after the due date. I explained that in January hedidn't pay both balances and that is why he received a turn off notice andI apologized to him about that.- I let Mr. [redacted] know that the April bill has been delayed due to a rateincrease that was approved by the MPSC. Because of TOU billing our systemis preventing us from billing the old and new rate for the same billingcycle. Because of this we have delayed the billing until the end of thisweek. The April bill will be billed entirely at the old rate and the Maybill will come out soon afterwards with the new rate. I let Mr. [redacted]know the bills we come out close together and because of this I will put ahold on the account that will prevent a turn off notice from generating incase he is unable to pay both balances at once. I also let him know thatif he needs to make payment arrangements I would be happy to help him withthat.- I again apologized to Mr. [redacted] for the 2 delayed billings and let himknow we have implemented fixes in our system to prevent these types ofbilling delays in the future. I let him know that this delay was not juston his account but for all of our TOU accounts. He thanked me for callingand ended the call.
07/14/2015 12:22:48 [redacted] s [redacted]m (AS[redacted])
[redacted] er[redacted], account number 1030
1672 3845.
Assigned out to [redacted] and [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]
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]
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
10/13/2017 13:18:04 EST [redacted] C [redacted]n (JC[redacted])CUSTOMER INFORMATION[redacted] L [redacted] / 0772[redacted] Dr [redacted] MI 49228-1073Dates of Service: 10/12/2017 - PresentRELEVANT ACCOUNT INFORMATION- Ms. [redacted] transferred service via our online web service on08/21/2017. Although her prior...
account at [redacted]MI was successfully closed on 08/25/2017 per her request, the service at[redacted] Dr, [redacted], MI was not successfully placed in her name.- Since there was no active account holder for [redacted] Dr, [redacted],the service was eventually disconnected on 10/10/2017.- Ms. [redacted] contacted us on 10/10/2017 and 10/12/2017 and spoke with atleast two customer services representatives that were unable to locate theaddress in our system with the information provided. It wasn't until shespoke with a representative on 10/12/2017 at 12:03 PM that we were able tolocate the account, turn the service on, and place the account in hername.- Ms. [redacted] electric service is currently on and her account isactive as of 10/12/2017.[redacted]CUSTOMER CONTACT SUMMARY10/13/2017 | 12:27 PM- I contacted Ms. [redacted] at ###-###-#### to discuss the concerns sherecently submitted to the Revdex.com. I apologized for theissues she's experienced and verified that her service was turned onyesterday and her account is active as of 10/12/2017, so she will only becharged for electric service since then.- We confirmed she originally set this service transfer up online and herprior account was successfully closed. The request to start service ather current address of [redacted] Dr was unsuccessful even though shereceived a confirmation number. I advised I would provide thisinformation to our Digital Customer Experience team to identify andcorrect any issues that are found.- I also apologized that she was unable to get this corrected when shecontacted us on 10/10/2017 and early on 10/12/2017. The notes left on theaccount by those CSRs indicate they were unable to access the address inour system with the information provided. Ms. [redacted] confirmed sheprovided the service address of [redacted] Dr, [redacted], so she doesn'tknow what information they were using and why the account couldn't belocated.- I explained that before she spoke with the representative on 10/12/2017at 12:03 PM that was actually able to reconnect the service and start theaccount, two separate representatives indicated they were unable to locatethe account. I told her I would work with our Contact Center to reviewthose calls and ensure they were handled correctly. If it's a situationwhere our representatives were not searching for the address correctly, wewill provide appropriate coaching to ensure they know how to handle issueslike this in the future. If it was something on the technical side thatsomehow made this premise unsearchable, those issues will be identifiedand corrected.- Regarding the food loss, I agreed that this issue was due to our error.I offered to credit the account $100.00 as compensation which will beapplied to her energy charges until it's used up. She'll also see thatreflected on her next bill. Ms. [redacted] agreed to that and thanked mefor my assistance.- I provided the customer with my contact information in case she hasfurther questions and verified she had no other concerns at this time.SUMMARY OF RESOLUTION1. Address why power was shut off and if without notice- The electric service was disconnected on 10/10/2017 because the servicedid not have an active account holder. The move-in request made on08/21/2017 did not successfully process, even though Ms. [redacted] receiveda confirmation number. With no active account holder, no notice is sentprior to disconnection.- I have emailed our Digital Customer Experience team, who oversees ouronline services, to investigate the cause of the failed web move-in andtake steps to prevent this from occurring in the future.2. Address why missing address or missing meter?- This address ([redacted] Dr, [redacted], MI) is currently searchable inour system and the meter number (#[redacted]) is connected to that address.- There were two representatives that failed to locate the account withthat information. I've sent a communication to John in CustomerExperience Delivery to identify if this was a training issue with therepresentatives she spoke with or if there was a technical problem thatwas corrected to allow us to set up the account after noon on 10/12/2017.We will take corrective action once we identify the root of this issue.3. Delays in turning power on if passed Facta or Fraud- The delay appears to have been caused because we were unable to locatethe address Ms. [redacted] requested. This was not caused by an IDvalidation issue on her end.4. Address compensation if applicable- Since this was clearly a problem on our end, I agreed to apply a $100.00credit to Ms. [redacted] account to compensate her for food loss and theinconvenience this has caused.Customer concerns have been addressed.Complaint closed 10/13/2017Tell us why here...
[redacted] E [redacted] Jr.[redacted] MI 48433-1043I have remarked the account.03/07/2016 15:21:53 [redacted] A. [redacted] (JA[redacted])I've sent an email to [redacted] for resolution.I've sent the following email to the customer:Dear Mr. [redacted],I#m pleased to let you know that we#ve received your...
concerns about thefurnace repair from the Eastern Revdex.com. I have forwardedyour concerns to the Appliance Service Plan Management Team for review,and they will be following up with you within the next 24 hours. If youhave any questions or concerns prior to them contacting you, pleaserespond to this email.Respectfully,[redacted] A. [redacted]Customer Care RepresentativeOffice: ###-###-####Fax: ###-###-####[redacted].[redacted]@cmsenergy.com03/09/2016 16:59:01 [redacted] A. [redacted] (JA[redacted])I've sent a reminder to [redacted] and [redacted] who is filling in for [redacted],that this is due tomorrow.03/10/2016 16:34:31 [redacted] A. [redacted] (JA[redacted])Per [redacted]:After speaking with the customer, it was discovered that the assignedcontractor was not able to work on Lennox furnaces and had not notifiedus.Another contractor was assigned and they called the customer to schedulethe repair. The contractor and customer agreed on scheduling the work forthis morning, 3/10.[redacted] followed up with the customer this afternoon, and the furnace isfixed and running and the customer is very happy.COMPLAINT CLOSED 03/10/16
05/31/2017 16:12:21 EST [redacted] N. [redacted] (EN[redacted])[redacted] B [redacted] / 1053[redacted] RD SAGINAW MI 48604-15545/31/17-I called 7[redacted] and reached a voicemail for [redacted].I left a message letting her know that I was reviewing the account andwould follow up. I also left my direct dial...
number and office hours forher to contact me back.06/06/2017 09:24:24 EST [redacted] N. [redacted] (EN[redacted])I reviewed the account and found the following:-Customer started service in May 2016 and in February 2017 enrolled on thebudget plan program-We had to adjust the December and January bill periods which resulted ina balance owing at the time of enrollment on the Budget plan program-In order to enroll on the program the account should be at a zerobalance. Instead the customer owed a balance of $664.26-Customer was enrolled for one bill cycle and then removed and aninstallment plan was set up on the account and the balance was paid infull-Customer is still eligible to enroll and now would be the correct time asit is the beginning of the new plan year. The new budget amount for2017-2018 would be $265 per month and this is based on the prior 12 monthsof usage-Still unable to reach the customer to further discuss the account, Mailedthe following letter for closure:June 6, 2017[redacted] Rd.Saginaw, MI 48604-1554Account Number: 1053Dear Mr. [redacted],I recently received an inquiry you placed with the Eastern Better BusinessBureau and have been unable to reach you by phone to discuss the matterfurther.On behalf of Consumers Energy let me first apologize for any confusion ormiscommunication that was caused regarding out Budget Plan program.The budget plan is designed to allow for equal monthly payments over a 12month time frame. This program runs from June until May and is calculatedbased on the prior 12 months of energy use.Enrolling outside of this timeframe and with less than a year#s worth ofenergy use on your account can cause for some confusion and a larger thannormal amount being owed which is what has happened in this case. It ismost beneficial after having lived at location for more than 12 months andenrolling at the start of plan year.Currently you are eligible for enrollment on the program and you monthlyamount for the 2017-2018 plan year would be $265 per month. If you areinterested in enrolling in the program or have any additional questionsplease feel free to contact me directly at ###-###-####.Sincerely,[redacted]Customer Care RepresentativeCOMPLAINT CLOSED 6/6/17
Dates of service: 01/27/17 to present.CUSTOMER INQUIRY OPENED AS OF 03/21/17.BILL/USE HISTORY:Dates: kWh used: kWh/day: Billtotal: Total due:01/27-02/13 (FEB) 1134 63 $177.52 $177.5202/14-03/14 (MAR) 1468 51 $230.57 $411.50**Note: $411.50 includes both bills and a late payment charge of...
$3.41.Current meter #30609217 was tested on 12/09/15 and was found to be workingaccurately at 100.058%.Potential for use (based on historical consumption):BILL MONTH/YEAR: kWh used: kWh/day:Dec-2015 898 27Jan-2016 1352 43Feb-2016 2531 87Mar-2016 2131 71Apr-2016 1767 59Dec-2016 2284 74Jan-2017 2144 6003/21/17 - Tuesday at 4:48 pm - left a voicemail message for [redacted] at phone number [redacted] - letting her know that I have herinquiry and am available to discuss her concerns. I provided my directphone number for her to call back.03/21/2017 17:01:40 EST [redacted] [redacted])03/23/2017 08:38:16 EST [redacted] [redacted])03/21/17 - Tuesday at 5:32 pm - spoke with Mrs. [redacted] about herconcerns. We discussed the use on her two billing statements and thepotential for use at this address. In fact, when compared to last winterand the previous party#s use at this address, I confirmed that Mr. andMrs. [redacted] have been taking steps to be conservative with their use. Iassured her that the upgraded (smart) meter was tested prior to beingplaced at this address and was found to be working accurately. She didnot wish to request a meter test after I explained the accuracy testresults from when the meter was installed, but only wants to understandher use better.I apologized for her experience with our Customer Service Representatives(CSRs), and can see that when she spoke with Jennifer on 02/21/17 a holdwas placed until 03/14/17 because she suspected that the first bill mayhave been prorated based on the last actual read. Jennifer may not havenoticed that the meter at this address was an upgraded meter that sendsremote reads in on a daily basis and we used an actual meter read for thebegin read on her first partial-month bill. This may have causedconfusion with the other representatives she worked with as well as beingtransferred multiple times. I confirmed that there were no billadjustments completed, only a second bill after the 3/14 billing date.She indicated that she did record her average daily temperature, and wediscussed the reads sent in remotely (at 12:00 am every day), shown below:AVERAGE DAILY TEMP:Date: Use:20-Feb 3621-Feb 3522-Feb 2623-Feb 3424-Feb 4825-Feb 5326-Feb 5527-Feb 4228-Feb 421-Mar 472-Mar 603-Mar 614-Mar 875-Mar 346-Mar 367-Mar 448-Mar 519-Mar 5110-Mar 7911-Mar 7112-Mar 5213-Mar 5814-Mar 461148 Total/49.9 averageI confirmed that the majority of the daily use is part of the "baseload",which means appliances that are always on or running - such as the heat,electronics, etc. I asked what she uses to heat the home (in addition tothe electric space heating in one room), and she wasn't sure. Wedetermined that she does have a forced-air furnace, and Mrs. [redacted] nowunderstands that while it does use gas to heat the home, it also useselectricity to circulate the heat. This is having an effect on herelectric bill. If there is an increase between 1 and 4 am we agreed thisis most likely the furnace blower.She understands that the usage shown above is only part of her fullbilling cycle and that her electric use directly corresponds to thetemperatures going up/down. I explained that she can also monitor her useonline through her eservices profile if she would like to learn more abouther use.She now has a much better understanding about her usage, but expressedthat our Customer Service department needs additional training. Iapologized for any confusion her interactions with our CSRs may havecaused Mrs. [redacted], and assured her that this has been sent to themanagement team in our Customer Service department. They will review itand take the appropriate actions with the employees she spoke with.The current billing occurred during a rate change, and this is why shesees two line items for Energy and Distribution on her bill for 1468 kWh.Once is for 1045 kWh of the use and the other is for the remaining 423kWh. She was happy to know that she was not double charged for anythingon the bill.In light of customer service, I have removed the late payment charge onthe account, as well as placed a credit for $50.00 as an apology for thefrustration she's experienced. I offered to set up a payment arrangementon the bill for as long as she would like, but she said she would preferto pay the bill in full.Mrs. [redacted] thanked me for my help, and was happy with the resolution ofher inquiry.REMOVED LATE PAYMENT CHARGE OF $3.41SUBMITTED AMENDS CREDIT REQUEST FOR $50.00CLOSING CUSTOMER INQUIRY AS OF 03/21/17.
CUSTOMER CONTACT- Attempted to reach at [redacted] on 01/17/2018, but there was not answering service to leave a message- Attempted to reach at [redacted] on 01/22/2018 at approx. 1:00 PM, but there was no answering service to leave a message01/22/2018 13:31:39 EST [redacted])- I...
have mailed a letter for closure on 01/22/2017:January 22, 2018[redacted]Dear Mr. [redacted],You'll be pleased to know we've had a chance to review your inquiry placed with the Revdex.com. I understand your inquiry is regarding having your service restored as soon as possible and responsibility of the balance in your name.I'm happy to see service was restored on 01/12/2018 with a Medical Emergency Form.I've looked into your claim stating Consumers Energy is requiring you to pay someone else's bill. What I found was [redacted]'s and [redacted]'s bills were transferred to your account when you lived at [redacted]. These were valid transfers.The address reports I pulled show you all living at this address while service was switching between their names, your wife's name, and yours. Because the transfers were valid, [redacted]'s and [redacted]'s bills were paid while service was in your wife's name at the [redacted] address (account #[redacted]).Because all previous bills transferred indirectly from other's accounts were paid, you are responsible for the full balance of $14,053.27. This balance accrued under your name and your wife's names. If you haven't started already, please try to seek assistance by calling First Call for Help. You can reach them by dialing [redacted]. Please give me a call if any further questions; here's my direct line, [redacted]Thank you,[redacted]Customer Care[redacted]cc Eastern Revdex.com
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.
[redacted] A [redacted] MI 48653-9076FIELD INVESTIGATION RESULTS:When arrived to the meter, I found that the seal was missing off the latchand there was visible damage to the right side of the cover, wear theprevious side lock was ripped or pried off. I took off the meter andfound...
the disconnect sleeves were off the load side blades and missing.There was excessive wear on all four blades. It appeared that there wasno tampering to the meter or socket itself. With having multiple theftinvestigations and how high the bill is, I removed the meter with a readof 56512 and put a pie plate in socket. I secured the cover with a sidelock and a new red seal on latch.BILLING INFORMATION:$14,409.64 for turn on = $13,621.09 UA/DA [redacted]917 + 206.00 UAU +50.00 reconnection fee + 300.00 security deposit + 232.55 invest cost ca CUSTOMER CONTACTS:DATE: 6-3-16SUMMARY:[redacted] returned my call @ 1118 AMHe states that he did sell the house to [redacted] and [redacted].He states that they just happen to have the same last name. He states theyare NOT family members and that he does NOT know who they are. He statesthat his son [redacted] is in the process of moving out. He wants the serviceon in his name or his wife's.Son needs power to clean.I advised him that the service will NOT be turned on for anybody at thispoint. Once his son moves out and the house is vacant he is to call meback and I will schedule a walk through to ensure that the property isvacant then if we can we will turn the service on for the new party.CUSTOMER CONTACTS:DATE: 6-6-16SUMMARY:I returned call to [redacted] on [redacted] @ 1143amHe said that he is moving to Bay City, he states that he received anautomated call stating that he was past due 213.00 and wanted to know ifhe paid that can he get services turned on.SUMMARY:[redacted] called from [redacted]States the property is vacant and asked for an appointment for aI have reviewed the Experian reports for [redacted],[redacted] & [redacted]. I cannot place [redacted] at thisaddress or at any other address with [redacted] or [redacted].Cannot place any connections between [redacted] or his fiancée [redacted] to[redacted] or [redacted], or [redacted] via Facebook.06/28/2016 14:57:04 [redacted] A. [redacted])I had sent [redacted] an email to let him know I was working on this for him.He replied with the following:"Thank you for contacting me. If it would expedite things, I can scan ande-mail those documents to you.I was not aware that any type of clearance would be needed in order to getthe power turned on or I would have done this sooner. We were not evensure which date we would be getting occupancy. I thought I was going tohave to file eviction papers to get the previous occupant to leave. Theseller's listed the home for sale while they still had a family memberliving there that I was not aware of. Shortly after closing but beforewe got occupancy, occupancy was set for 60 days after closing per ourpurchase agreement, I was informed the power was shut off on their familymember .The seller's were supposed to have power turned back on beforegiving us occupancy which they never did.Thank you for all you help and getting the power turned on as soon aspossible. I really do appreciate your help!! This has just been onenightmare after another in regards to purchasing this home and I want itto end soon. If there is anything else you need from me, please let meknow ASAP"I responded, asking him to send me a copy of the mortgage paperwork sinceI couldn't get theft to send it to me. He responded with a copy for me.After speaking with the Theft supervisor, and having the copy of themortgage paperwork, we were able to verify that [redacted] was indeed the newhome owner with no connection to the previous home owner.I placed an order to turn on service, called and spoke to dispatch to getthe order put on today's schedule, and sent [redacted] an email, advising himthat the service was approved and will be turned on today.COMPLAINT CLOSED 06/28/16
Dates of service: 08/06/2014 – Present Mr. [redacted] had a Non-registering Electric Meter. We investigated the electric meter on 10/06/2015 and when it was found to be non-registering, We installed a new meter at the home. After the adjustment, the account had a total balance of...
$271.03. The usage from the non-registering time-frame was billed on 10/27/2015 and included the following note on the account: - Rebilled non reg electric meter from 6/19/15 to 10/5/15 based on new meter use with 17.5 kilowatt hour use per day. If any questions please call ###-###-####, if transferring customer please warm transfer to Customer Billing. Mr. [redacted] requested enrollment on the Budget Plan, on 11/13/2015, After the catch-up bill was generated on 10/27/2015. 02/16/2016 09:37:13 [redacted] W. [redacted] (BW[redacted]) I left a message for Mr. [redacted] on 02/16/2016 at 9:45 AM, 02/18/2016 13:50:15 [redacted] W. [redacted] (BW[redacted]) The highest amount the bill showed owing was $436.03 due to the account being rebilled and a few months where no payment was necessary. I left a message for Mr. [redacted] on 02/18/2016 at 2:23 PM, 02/19/2016 06:21:52 [redacted] W. [redacted] (BW[redacted]) 12 Month Payment History Date Amount 03/30/15 $207.68 04/21/15 $157.11 05/18/15 $110.62 06/10/15 $78.37 07/20/15 $71.51 08/25/15 $29.34 09/15/15 $27.47 12/15/15 $165.00 01/19/16 $165.00 I have sent the following letter to Mr. [redacted] on 02/19/2016: February 19, 2016 Dear Mr. [redacted], I'm pleased to tell you we've had a chance to look into your inquiry placed with the Eastern Revdex.com. I understand your inquiry is regarding a non-registering meter. I’m truly sorry the meter at your home stopped working properly. I can understand how receiving a bill like this would be unsettling. Your electric meter failed to register usage around June 19, 2015. After investigating the meter on October 6, 2015, we verified the meter wasn't registering your electric usage. Then we rebilled the account on October 27, 2015, based off the electric use per day from the date the new meter was installed. The dates we rebilled the account were June 19, 2015 to October 5, 2015. This rebilling was completed under the guidelines of the Michigan Public Service Commission. The account was setup on the Budget Plan and with the rebilling of the account, we required Budget Plan Payments for the two months payments weren't made to the account, October and November, to be up to date on the Budget Plan. Your total balance owing on February 17 was $369.47. In order to enroll you on the Budget Plan, we will need to have your account paid up to date. This amount is lower than the $436.03 bill you received to get you caught back up on the Budget Plan. All payments made to the account have been credited to your account. Please let me assure you that no money has been lost. We would be glad to setup an installment plan to help you get caught back up with your account. We can break up the $369.47 into 6 equal monthly payments, to be paid along with your future bills. Setting up an installment plan will help to ensure your services are not turned off. I have placed a hold on your account for 14 days to await your reply. You may pay this balance in full, or setup a payment arrangement, if you'd like. Please give me a call if you have any questions. Here's my direct line, ###-###-####. Our best wishes to you. Have a great day. Thank you, [redacted] Customer Care Representative [redacted].[redacted]@cmsenergy.com cc Eastern Revdex.com
[redacted] MI 49224Account Number: [redacted]Dates of Service: September 28, 2013 - Present[redacted]RELEVANT ACCOUNT INFORMATION:Usage History09/28/2013 10/16/2013 8910/17/2013 11/14/2013 50 - estimate11/15/2013 12/16/2013 40012/17/2013 01/17/2014 19 - estimate01/18/2014...
02/13/2014 17 - estimate02/14/2014 03/18/2014 74303/19/2014 04/15/2014 26104/16/2014 05/15/2014 8905/16/2014 06/16/2014 10506/17/2014 07/16/2014 9207/17/2014 08/15/2014 8908/16/2014 09/15/2014 16209/16/2014 10/14/2014 32910/15 15/2014 11/12/2014 51211/13/2014 12/12/2014 39012/13/2014 01/14/2015 28601/15/2015 02/13/2015 260 - estimate02/14/2015 03/16/2015 9603/17/2015 04/16/2015 16004/17/2015 05/14/2015 27205/15/2015 06/15/2015 31406/16/2015 07/14/2015 27107/15/2015 08/13/2015 52808/14/2015 09/14/2015 39609/15/2015 10/13/2015 38110/14/2015 11/12/2015 33211/13/2015 12/16/2015 11912/17/2015 01/20/2016 14401/21/2016 02/16/2016 11702/17/2016 03/16/2016 8403/17/2016 04/15/2016 20804/16/2016 05/17/2016 32105/18/2016 06/15/2016 303 -06/16/2016 07/16/2016 39807/17/2016 08/16/2016 43908/17/2016 09/14/2016 36009/15/2016 10/13/2016 35110/14/2016 11/15/2016 36411/16/2016 12/18/2016 41312/19/2016 01/18/2017 21201/19/2017 02/15/2017 20002/16/2017 03/16/2017 18503/17/2017 04/17/2017 38404/18/2017 05/16/2017 62105/17/2017 06/15/2017 70806/16/2017 07/17/2017 70507/18/2017 08/15/2017 73608/16/2017 09/14/2017 667- Smart meter installed 8/22/16[redacted]CUSTOMER CONTACT SUMMARY:9/27/17 3:30 pm- I called [redacted] at ###-###-#### and left a voicemail explaining thatI had received the inquiry he placed with the Revdex.com andasked that he return my call at his earliest convenience. I also left mycall back number.09/28/2017 09:10:33 EST [redacted] J [redacted] (DJ[redacted])9/28/17 9:33 am- I called Mr. [redacted] at ###-###-#### and spoke with him about his concerns.I let him know that a new meter was installed 8/22/16 and the usage hasbeen higher since that time which suggests that the old meter was notrecording all of the usage as it should have. I explained that the newmeters are more accurate.- Mr. [redacted] stated that he didn't believe that as the usage didn't showhigher until December and it has stayed higher since then. He also saidthat he was in Arizona from November - March so they weren't home duringthat time frame.- I asked if they had changed anything in the home or had any repairs doneand he said no.- I explained that I would not be able to offer him a Home Energy Analysisas they are only done at properties that we are the gas provider. I lethim know that I could have the meter tested to confirm it is recordingusage properly. That is scheduled for Friday, 9/29/17 from 12:00 - 4:00pm and I told him I would call him back after the meter is tested to goover the results.- I explained that if the meter tested fast that we would adjust hisbilling but if it tests good that we recommend he contact an electricianto check the appliances and wiring at the home.09/29/2017 14:39:48 EST [redacted] J [redacted] (DJ[redacted])[redacted]9/29/17 - Meter tested at 99.94% accurate. No shorts or grounds found andcustomer witnessed the test.[redacted]9/29/17 2:45 pm- I called Mr. [redacted] at ###-###-#### and went over the meter test results.He is aware that our meter is recording his usage correctly as he spokewith the technician while he was testing it. The technician and myselfrecommended that he contact an electrician if he still feels his usage ishigher than he thinks it should be. Mr. [redacted] thanked me for the followup.Complaint closedell us why here...
04/26/2018 13:39:31 EST [redacted] J [redacted] (DJ[redacted])[redacted] N [redacted] / 3548[redacted] MI 48341-1177Dates of Service: September 24, 2013 - Present[redacted]4/26/18 - Assigned to: ASP Complaints[redacted]Previous concerns for same issue:Notification #[redacted], Corp complaint...
4/12/18Notification #[redacted], Social Media complaint 4/17/18[redacted]CUSTOMER CONTACT SUMMARY:4/26/18 1:34 pm- I called [redacted] at ###-###-#### and left a voicemail explainingI received the inquiry he placed with the Revdex.com regardinga repair contractor. I let him know I would be forwarding this to our ASPdepartment and they will be following us within the next few businessdays.05/01/2018 10:39:31 EST [redacted] J [redacted] (DJ[redacted])[redacted]SUMMARY OF RESOLUTION:5/1/18- I received the following information from [redacted] in our ApplianceService Plan (ASP) department:We created the escalation on 4/4/18 and due to delays in response timefrom the Solution Center, the escalation was not attended to in a timelyfashion.The tub seal is not covered by the appliance service plan, two techniciansreached the same diagnosis after the customer's request for a 2nd opinionwas fulfilled.Our contractors take before/after pictures of the appliance to minimizetheir exposure for damage claims after the fact. The tech should havecommunicated this policy to the customer.Per the ASP department they will be working with contractors to emphasizethe importance of communicating why they are doing what they're doing andthat it protects us and the customer from any frustration in the future.Gas Field Leader, [redacted] called Ms. [redacted] on 4/12/18, 4/18/18,4/26/18 and 4/30/18. He left voicemails with his call back number askingthem to return his call to go over their concerns but he didn't receive aresponse.Because he didn't receive a response the following letter was sent fromthe ASP department:Ms. [redacted] -My name is [redacted], I'm the call center manager for the ApplianceService Plan Solutions Center. I received your Facebook concern and theconcern filed with the Michigan Public Service Commission.I apologize for the frustration that you've had receiving a repair on yourwashing machine. Based on the information from the orders, I see thatwe've had two separate technicians, both a Consumers Energy ApplianceTechnician and one of our contracted partners at the home to confirm thediagnosis and they found that the tub seal was in need of repair. I amglad that we were able to save you the out of pocket cost of those twoservice calls, repairs on the tub and its seal are not covered under theAppliance Service Plan. The coverage exclusions are outlined in the terms& conditions of the plan - this document can be found online atwww.applianceserviceplan.com or in the welcome packet sent after yourenrollment on the plan.Regarding your request for cancelation, we will not be making any changesto the plan at this time - if there are changes that you'd like to make,please contact myself, Mr. [redacted], or the ASP Solutions Center and wewill be happy to complete that process as best we are able.The contractor field leader, [redacted], attempted to contact you ontwo separate occasions to hear your concerns and communicate how we intendto improve or resolve your issue, but he was unable to reach you - leavingseveral voicemails instead.If you'd like, Mr. [redacted] can be contacted at ###-###-#### if you havequestions relating to the technical aspect of your repair, or I can bereached at ###-###-#### if you have any questions relating to yourexperience with the Solutions Center, where your order was created.I hope this letter finds you well and that you have a wonderful spring, ifyou have any other concerns or questions, please reach out to either ofus.[redacted]Call Center Manager for Appliance Service Plan Solutions Center###-###-####[redacted]CUSTOMER CONCERNS TO BE ADDRESSED:1. Contractors take before/after pictures of the appliance to minimizetheir exposure for damage claims after the fact.2. The contractor should have communicated the policy of the taking ofpictures to the customer. We will be working with our contractors on thispolicy going forward as well.3. The customer would need to contact us regarding canceling their plan.Complaint closed 5/1/18
01/04/2017 10:34:56 EST [redacted] s [redacted])[redacted] D [redacted] / 0201/ [redacted] BIG RAPIDSAssigned out to [redacted] in ASP1/4/2017 10:35am spoke with Mr. [redacted], made him aware that his concern hasbeen received and ASP will follow up ASAP.01/06/2017 12:36:42 EST [redacted] s [redacted]...
([redacted])[redacted] had forwarded this onto to [redacted] for resolutionI received the following response from [redacted]Good morning #I left a message with Mr. [redacted] and sent him the below e-mail. Both callswere reviewed and will be addressed. The supervisors of both the SolutionsCenter CSR and the outbound sales representative have been made aware ofthe concerns that the customer has provided. Thank you.[redacted]Tech Assistant IIIC: ###-###-####EMAIL -Sent: Friday, January 06, 2017 12:21 PMTo: '[redacted]@gmail.com'Subject: Regarding your concern with the Appliance Service Plan enrollmentMr. [redacted] #I received your concern about the enrollment process and customer servicethat you received when you contact us at the call center. I apologize thatyou were treated poorly by our phone agent, that call has been monitoredand the agent#s supervisor will be taking corrective action to ensure thatyour experience is not repeated.Regarding the conversation about the utilities and the enrollment # wehave reviewed that call as well and neither I, nor the supervisor of theagent who processed the enrollment was able to identify any commitment tofree utilities. We did hear the agent offer a free month#s service. Thatfree month would have been the following month of your service. As far asthe ten days is concerned, we do offer a 15 day enrollment period wherebyyou are able to cancel at no cost to yourself before the plan takeseffect.I apologize for any miscommunication, but I do appreciate your feedbackand we will be passing along these coaching opportunities to correct thepoor treatment that you received. I see now that your ASP is cancelledback to the enrollment date, so you will be receiving the 24.98$ that waspaid at your next billing cycle. Thank you, and let me know if you haveany further questions.[redacted]Tech Assistant IIIC: ###-###-####Closed complaint 1/6/2017