TROY, MICHIGAN -- We purchased the insurance for our appliances over the phone and never received any notification of the coverage. Recently, we had a problem with our refrigerator and we called Consumers Energy. They sent an electrician: he came by, listened to us, didn't made any diagnostic, and left in 5 min. He didn't know what the problem was, and told that he'll be calling us. We waited almost two weeks for his call, and had to call back again to customer service.
They promised to send somebody different, but never did. When we called the third time, Consumers Energy representative simply told us that this problem does not cover by insurance. (They even didn't know the actual problem.) We are very disappoint the way they treat their clients. Would never recommend to buy their insurance. It's a waste of money. We found a private company. Very reliable. They came by in two days after we called them. The same day they determine the problem and changed the part that was broken. We paid them $180.
MUSKEGON, MICHIGAN -- Because I made a claim to fix furnace, I was told I was not allowed to cancel my policy for 1 year FOLLOWING CLAIM. At my monthly charge it would have made up most of the claim I made!!! I've had the insurance for years with no claim!!!! ABSOLUTE THEFT BY CONSUMERS ENERGY.
SAGINAW, MICHIGAN -- As of July 1st, at approximately 11:30 a.m., our electricity was turned off. We had lived in a house where the electricity resided in my name. We moved to a town house May 24th. I called Consumers and had services transferred to our new residence staying under my name. The next day, our landlord had sent our lease into Consumers. Our lease has my boyfriend's name on it; take note, we have a 13 month little one in amongst this story. Consumers then proceeds to place my boyfriend's name on our Consumers bill.
Consumers had sent us a letter in the mail stating that they had placed the Consumers Energy bill in his name, which means it's out of my (**) name now. My boyfriend (**) then called the company requesting that they place the bill back in my name. I was then to call the company to inform them that this bill was to go back in my name, however, representatives could not do so being they would not take **'s name off the bill. So back and forth ** and myself had called Consumers to have this bill placed back in my name.
When ** would call, they would say that there was nothing they could do because it was in my name, when I would call for verification, they would claim that there was nothing they could do because it was in **'s name, so you may by now sense my frustration. So then by July 1st, Consumers had shut off our electricity at a bad time, my infant was sick w/ congestion, stuffy nose, and a near beginning of another case of bronchial bronchitis w/ a small fever here and there. I had called Consumers to find out what the problem was and if we were to have our power turned back on soon. They couldn't give me an answer and sometimes directed me to dead lines.
I would call the company several times to the point of exhausting my situation over and over to several of Consumers' representatives. Representatives couldn't really help us w/ our situation not even enough to give us an answer to why we were not to receive energy. I would then call back and ask to speak to somebody other than another representative, preferably a supervisor. Finally after at least 10-15 different conversations w/ Consumers representatives, we are given a direct contact number to a supervisor and a representative in the credit department lease was faxed to Consumers 3 times and was lost each time.
The fourth time our landlord had faxed our lease to Consumers, we were to contact one of the supervisors or the credit department representatives. Getting through to these associates was very difficult. I have left a few messages with them. I have called and have spoken w/ more representatives that can't help me and their responses have been that their departments would need to review our lease which was said to be under investigation. No one would call us back. Take note this is also the holiday weekend, so my stakes of having electricity were very slim to none to my understanding.
As I write this review, I still have no electricity, I'm heading back home from a nice vacation to a home w/ no electricity still. I feel that me and my family were of no urgency to this company to receive any service of energy connection. As a paying customer to this company, I and my family feel at the low end of priority, still waiting.
Notice to all Consumers Energy Gas users, please be advised that since January of 2009 I began receiving bills from Consumers Energy Gas showing excessive usage, resulting in billing of approx $3400.00. At first I believed that perhaps it was due to several estimated billing. Being a busy business owner, I had neglected to go back and check out previous billings. The following month I did not receive a bill. I tried to go online to view my account, it instructed me to contact customer service.
When I did, I was told that my account was under investigation. I wasn't overly concerned, I thought they realized that my usage went up to an abnormal high & they were making corrections. I waited for a revised bill. February came and went, when the end of March arrived and I still had not received bill & was going into the hospital, not wanting to worry about the bill. I again called Consumers Energy, explained I had not received a bill for nearly 2 months, was being hospitalized the first week of April and wanted to know where my bill was, also explaining that I had an extremely high bill in January.
I was told that I would be receiving a bill in the near future & that I did not have to be concerned about my gas being shut off. Needless to say, I expected my bill to come shortly and was sure I would have a credit on my bill. A week after my hospital stay, I still hadn't received my bill. So again I called Consumers Energy. They assured me that the bill was in the mail. I did ask what the amount of the bill was, they responded that they did not have the information on hand, again assuring me I should receive it in a day or so. The following day I received the bill.
I was totally overwhelmed and shocked to learn the new bill was not in fact the credit I expected, but rather another bill that was in the amount of $4600.00. My experience with Consumers and the same type of billing has been ongoing even today (July 2009). I contacted the MPSC to file a complaint in May. Consumers came and changed my meter out. I requested to be there when the meter was read, not only to the person that set up the meter to be changed but also to the person that changed it. Some 7 weeks later they notified that the meter test 100% okay & they stated that my current usage was in line with previous years.
To make this short, that is not the case. I reviewed previous bills and the reality is, my current usage is running 350% to 450% over last years. I have had repeated shut off notices as well as had collection agencies contact me on behalf of Consumers. To date, I have elected to hire an attorney. After 7 months my stress level has reached its max, it's costing to have employees on staff so that I could deal with situation. I see no end in sight and Consumers Energy staff changes their statement to me every time I talk to them. Many other people in my community are go through similar situations.
Please check your bills & report it to the MPSC if Consumers Energy does not address your issues to your satisfaction. So you know, from what I understand to date is they have a new computer system that has created incorrect billings. Beware of your usage & compare to last year.
GRAND RAPIDS -- What a rip off. Don't do it. They told me my appliances were cover. Someone was even at the house and looked at them. I spent 700 hundred dollar over 2 years and then when I had someone come out they said the appliance wasn't covered. If I had more ambition I would sue.
MT. PLEASANT, MICHIGAN -- Paid for new apartment for college. Needed the account number from Consumers Energy to move into the apartment. Called 2 weeks ahead of move in date. Upon giving them my social security number they said that they were not sure that I was who I said I was. They went through a week long process and called back saying that it has been approved. So I asked for an account number and they said that it could take 3-5 business days for them to call back and give me the account number.
5 days later I called back and said I still have not received it and they told me that I needed to fax them a copy of my driver's license and social security card. I told them that I just waited 5 days to be approved and that I already went through this and they could have told me a week ago that I needed to do this. They insisted that they told me this (of course they did NOT) so it took another day to get it authorized and faxed. Then I was told it was going to take another 5 days to get that approved. Five days later I called in and they said that they received the information and they will call me in 3-5 days with account number.
Later that night I got a call and they gave me the account number and said that they had it all day and that the person I spoke with before had it and didn't give it to me. So finally after 3 and a half weeks I got my power turned on. This was not easy and every time I called (approx 6-8 times) I waited on the phone for a minimum 30 minutes. It should never be this hard to start an account. I talked to multiple people on the same day that both told me completely different information. They must be very unorganized. I am fed up with them and recommend finding another service.
MOUNT MORRIS, MICHIGAN -- I've had an appliance service plan with Consumers Energy for 6 years now and last night my furnace stopped working. It was about 11:00 at night and about 15 degrees outside. I called Consumers because they advertise 24/7 service and priority service for no heat situations, well it is now almost 10:00 am the next morning and after a 2nd call, I was told they cannot tell me when a tech might show up to look at my furnace. It got down to about 5 degrees last night and I have a 6 month old in the house. If this is their idea of priority service, then I'm glad they don't run the fire department. Last call I was told a tech should be out some time today, but they could not tell me when.
After this issue is resolved, I will cancel my contract with them and would advise anyone considering this service to think twice. The money I spent with them over the last 6 years could have paid for a new furnace. Next time I will just call a local heating company and get it fixed much quicker.
ROYAL OAK, MI 48073-1642, MICHIGAN -- Consumers Energy, I called to connect the service a house I bought. Instead of notifying me to meet them at the property as agreed on, they left a note “MISSED YOU“. After a new arraignment, a person with no plumbing experience, called me from the location, saying there's nobody home. I arrived within ten minutes, and was told that the threads on the pipe going out of the house is stripped. As I came closer, I see the Consumers Energy person trying to connect to the pipe by turning it counterclockwise. I told her to try turning clockwise and a miracle happened.
The meter was installed on an angle, and after several attempts, Consumers Energy truck park in front of the house for at least 30 minutes and drove away. The second, looked at the meter and promised to be on the next day with the proper tools. It was mid June 2009, and after too much frustration with Consumers Energy, I decided to forget it for the time being.
March 2010, I received a heating credit check from Michigan Treasury with instruction that it could deposited “only” with the heating company. I took it to Consumers Energy's office to verify how would I get my the balance after paying what is due. I was told that within one week, I'll be receiving a check. When I didn't receive two weeks later, I contacted consumer energy and on the third call (after being disconnected or put on hold forever), I was transferred to the department in charge of passing my concern to the department in charge to send refunds. I was told within five days, I'll be getting a check.
Again two weeks later, I phoned Consumers Energy and after several transfer and dial again, I was informed that a request was made and that the company will either accept or reject my demand to be refunded with the sum that Consumers Energy owes me. The Michigan Public Commission refuse to be involved and the Michigan Treasury, who at fault (for allowing such corruption or misleading conduct), claimed it's out of hands and to take it with the company because I can only complain to them.
When you are late 2-3 days with your payment of a small amount, Consumers Energy rush to steal a few dollars from you, but when they owe you several hundreds, they hold it as long as possible to collect interest. If they hold refunds due to only one million customers multiply by $500, it's $500,000000 held by Consumers Energy. Find out how much interest for $500 million and you'll know how much Consumers Energy are gaining every year from this undeclared profit.
MIDLAND, MICHIGAN -- I recently got into my own fight with CE and it has not yet been resolved. Just this last Thursday (2/14/2008) I received my combined gas and electric bill totaling approximately $284.00 which is more than I can pay at once. To make matters worse CE took me off the budget plan, on which I was paying $100/month on the combined bill. CE claims I am past due on $76.00, the reason I was removed from the budget plan. I both emailed and called CE's customer service and I was told I missed two payments, however I have both copies of the bills and all canceled checks that prove I paid my bills on time every month for at least the amount charged.
I think the trouble began last fall when they combined my two bills into one. When I received two bills, they had calculated my budget plan amount to be $50.00 each for gas and electricity. When they combined my bill into one, they were charging me only $50.00 for both. It was obvious to me that was not enough so I was sending in $100.00 as I had been doing before. Last year I had been on the budget plan and as a result built up such a large credit balance with them, that I requested to go off the plan in August until the credit was used up.
CE agreed and returned me to the plan about two months later with a new budget amount - $50.00 for gas and $50.00 for electricity, and had been on this new plan until they just removed me from it, claiming past due amount. It seems to me if there is any past due amount, it is due to CE lousing up its budget plan calculation and NOT due to any error on my part. Now they are punishing me for their error, especially since they are threatening credit action.
When I called and emailed this weekend I told them I cannot afford the approximately $284.00 right off the bat and will send in instead $150 which is more than enough to cover whatever past due amount they are claiming as well as what would have been the budget plan amount. However, all this will do is cause the remaining $134 to be past due and I still won't be placed back on the budget plan and next month another bill that I won't be able to pay all at once, all because of their accounting error. Since my energy expenditures in the summer are very small, my summer credit for next summer will have been more than enough to pay for this winter.
So much for CE's customer no-service. This fight has only just begun and they haven't yet threatened to shut off my energy, so I don't think I need a lawyer, yet. Any advice on dealing with these people without coming off like a raving lunatic???
GRAND RAPIDS, MICHIGAN -- My neighbor which just moved in decided to call Consumers Energy to cut her tree (no wires involved). Two days before assured me it would not go over the property line. He did not supervise the contractors and they proceeded to take the trimming to my side of the property line and told me "oh well". Nothing we can do. They do not care about anyone's private property, but what they make on these private work. By the way, I called them because I had some serious wires caught up in other trees and Consumers told me it wasn't worth his time. Nice since I have been a customer for almost 30 years. Disturbed by Consumers priorities!!!