Consumers Energy
Reviews and Complaints

I signed up for Consumers Energy's Home Protection Plan, and I must say I'm impressed. Their quick response to my service requests and the professionalism of their technicians made my experience seamless. The plan saved me from unexpected repair costs and provided me with peace of mind knowing that my home's essential systems are covered. I highly recommend this service for anyone looking to safeguard their home without hassle.

i have a applience plan contract with consumers as soon my one year contract ends in oct 2024 i wont renew it beware its a switch and bait deal once you get stuck with it they do not fix your appiences they pick and choose what they will fix i got it in hopes to prolong applience as compared to byeing new applience bat after 5yrs old the wont fix it if any thing they give you $40 toward byeing a new one they will not fix and if when backing out of the plan they make you pay the repairsand rest of the contract time its not a good deal byer be ware its sucker bait think twice before signing upits not worth it

Paid my Consumers Energy bill on line as a guest after several attempts because it did recognize my account # or zip code which were correctly entered, The systems said if I used a Card it would add $2.99 to my bill but a way to avoid that is too use a checking or band account. I used a check acct. #. Upon completion, I noted that it still added a $2.99 charge. I called and was told that if I established an account on line I would still need to call and give my SS # to the human that answered the phone. To me this seems to be a completely Unsecured way to give out such critical information via the Phone to someone that is a stranger to me. Plus the clincher was they would not even waive the $2.99 charge even after the misleading information.. Disgusting behavior and policies by a supposed Public Utility.

Consumers policy for charging a fee for CC payments is completely ridiculus. Encouraging people to link a bank account to consumers in the name saving Consumers energy money on CC fees is greedy considering how many Americans are paycheck to paycheck, leaving them in a vunerable position to pay over draft fees. Paying on credit card at least ensures that the bill be paid avoiding late fee from Consumers or from your bank. Absolutely greed, anothe petty say to get the most out of the little guy.

As a general rule, I get my bill in the mail every month. Last month, I did not get a bill, so I called consumers to ask for a copy to be sent to me. I was informed that it is against their policy to send out a copy of a missing bill. When I asked the lady how I was supposed to pay my bill, if I don’t have a bill, she said she can give me the total. That doesn’t tell me what my usage was or if they missed charged me or whatever. When I asked why they can’t send it to me, all I got from her and her manager was “that’s the policy“. I have never had a company. Tell me they wouldn’t get me a copy of a bill that I never received. Consumer apparently thinks that all they have to do is say “well we sent it” and they are covered. Basically, they are asking me to pay a bill with no proof that I owe that money. This is unacceptable. It has always been unacceptable to say “the check is in the mail”. It should be equally unacceptable to say “well we sent the bill”.

On the west side of Grand Rapids Michigan, power outages tend to be quite frequent for we local residents.

They uaually tend to last for quite a while, also.

Today, there were even back to back double power outages on the west side of Grand Rapids, MI.

The second one was fortunately much shorter than the first one, but that is not the point here.

The point is the frequentness of these power outages around here has long since reached the point of being [censored]ing completely unbearable.

We're NOT paying good money for this abysmal level of "service" around here.

Something needs to be done to resolve these matters, permanently, and expediently.

We started the process to get new service on our property in 2022 to build a house. Although we have met all of the requirements by Consumers Energy, we are now being told that it will be April 2024 before we can get our temporary electric installed so the builder can start. All of the permits, easements, drawings, etc. required by Consumers Energy been received by Consumers. We have been dealing with a Mark Pletz and he has dragged his feet on everything. Out foundation is poured, and our materials are being delivered. Now they are telling us we can't get temporary power for the builder to start. We were told it would be six to eight weeks after receiving the last of our paperwork, which was in August. Now we are told they have no transformers, so it will be April 2024! This is not acceptable. I wish we could get Tri-County as they respond quickly and efficiently to their new build customers.

Despite never signing up for this service, Consumer's Energy has added it to my bill at $50 a month. They have no way of getting in touch with them outside of a phone call during work hours so I will have to call them tomorrow. Extremely worrying to see an expensive service added to my bill without any indication of what it was. It took a lot of digging to find out what this new charge was for

I have a new $600 bill for my apartment. Got call for you months ago asking for permission to access my meter... told you i don't have access to my meter, you have to call my land lord to access my meter... A bill or two later my bill is $600 dollars... Waste time on the phone with explanations of estimated rates... I owe you this money because you were giving me free electricity... ect ect... I already took pics and vids of the meters connected to my complex. Visiting local office tomorrow to try to resolve this.

Hello,

Consumers Energy has held my $920.00 deposit for 1 year now (Sep 2022) and has denied returning my funds on several occasions for unjustifiable reasons over the past 12 months.

An example of error today 9/21/23, as my account balance should only be $144.79, it shows past due of $1593.41. as I spoke with a representative today at 0930, she mentioned that it's an error on their end, and allow 24 hrs. for it to reset. I have continually been dealing with errors and false shut-off notices over the past year.

I asked that my funds be released back to me immediately, in the form of either a credit to my account or a check by mail. This amount would also include the 5% interest accumulated over the course of12 months.

This is for consumers account: [protected]

We have been billed as (other surcharges) more than the bill itself. Never have we paid those before. This has been going on for months: April ($72.96), May ($52.11), June ($52.11), July ($52.11). I called and representative had no good explanation. Before all this we had issues with your smart Meaders, and our bills were out of control. Therefore, we opted out and went back to original Meaders. We were also charged for this and a fee every month for this service to have a reader come here to get an actual read. #[protected].

I would like a credit back on all those over charges and I will be filling a complaint to the federal trades commission. If we have to go further, we will litigate this matter and file a claim.

I called Consumers on 7/13 after a tornado came through and the wind and torrental rain had the line coming from the pole to my house sagging. It is covered by large vines and the vines were nearly touching the ground. Work order # [protected] was placed and around 4 pm 2 trucks came and about 4 guys went into my back yard to look, did nothing and left. I heard NOTHING more so on 7/25 I called Consumers again and was told the case order had been completed and closed! HUH? They did nothing and I have a dog and lawn service that need to access that yard safely. Two people from Consumers talked to me and I told them these vines are coming from the neighbors yard behind my fence and have taken that line down completely before. Finally, a new work order was placed #[protected]. Today, 7/24.2023 at about 11 am, a truck comes and the guy gets out, walks back there and leaves. He did not even come to the door and ask to gain access to my backyard. No explaination whatsoever!

My lawn service did cut the vines back enough to get under them but that line is sagging and going to get worse. It is not their job to risk working around powerlines...that is Consumers Energy's! So, they just want to wait until I have an outage to do the work that needs to be done? That seems a bit unnecessary and idiotic.

I was power of attorney for my disabled sister until she died 2 yrs ago. I had her accounts, including Consumers Energy, send her bills to my address where I paid them out of her checking account. When she died her checking account was frozen since I was not a co-owner. All her creditors, except Consumers Energy, understood that I was not the owner of her accounts. Consumers Energy transferred an unpaid balance of $296.03 to my home Consumers Energy account. I disputed this egregious transfer by telephone and by mail to Consumers Energy Customer Support, receiving no reply. My sisters account is [protected] at 1026 Myrtle, Grand Rapids, MI 49503 and my account is [protected] at 924 Essex Circle, Kalamazoo, MI 49008. Under threat of cutting off my home service I paid the $296.03 which was arbitrarily transferred to my account. Consumers Energy should credit my account for same and file a claim with the Marie A. Gilbert Estate in Kent County Probate, Michigan. I am not responsible to her creditors, as all of them except Consumers Energy understand.

When I called Consumers Energy to repair the gas line that my husband accidentally clipped with the weed wacker, I expected only to have the gas line fixed.

The Lead person for our repair never told us what they planned on doing above and beyond what I had requested.

They told my husband that the gas line in the ground was deteriorating and they needed to replace that and then went ahead and replaced our meter with a new one which I did not request.

The area that was dug up was only approxiamately 2'x2' which was hand dug and there was no need for 4 men to repair this simple job. There was no machinery used in this job and they wasted time - they dragged out the job to obviously bill more hours. It took 1 hours to dig that hole to access the gas line, fix it and fill in the hole. The crew was not at my house more than 1 hr and the foreman stayed and replaced my meter without telling us that what he was going to do.

I am not paying for more than 1 hr to dig that hole fix it and cover it back up. Also, I am not paying for the time it took them to put in the new meter. I did not ask for that. If the meter is a free upgrade, it could have been done when Consumers Energy was in the my neighborhood doing upgrades.

I also am not paying for the trucks they brought out to my house, when all that was needed was one truck, 2 guys and a shovel for 1 hr.

There is no way they were at my home for 3.4, 3.65 or 4.3 hrs, any of them. I did leave for 1/2 hr, came back and the trucks were at my home but not one member of the crew was at my address.

I received a ridiculous bill for this repair. I looked up the estimated cost for a repair of a gas line below the meter and it is anywhere from $50 - $250. I believe the job with labor and hourly wage plus a piece of gas line is at max $400.00.

This job was not worth $2354.72. The invoice number is [protected].

I have made more than 8 calls to the contact name of Debra Zirwes at [protected] and have not received a response. I was told she would call me the next day, and I still have not heard from her. I am told that she is the only one I can talk to regarding my repair. This is absolutely ridiculous. So, I am at the mercy on one person to help me, when there should be a team or department that I can call.

I have called trying to get someone to help me since Debra does not respond and all I get it the run around. I have been told to call other numbers for Consumer Energy but they were dead ends.

I am very frustrated and I do believe I am being ignored and highly overcharged.

I expect a response.

I can be reached at [protected].

Susan Boris

My expectations for sustainable electric supply have now dropped to what a person living in a third world country would expect, come on! What is the problem in our Rudgate (Kalamazoo, 49009) neighborhood? Our service wires are under ground! For the second time in 2023 we have had to throw out the contents of our freezer! Though that’s still cheaper than buying a stand alone generator.

I pay my bill every month on time. I canceled my Appliance service plan, but Consumers Energy keeps charging me for it and sending me messages that "my bill" is overdue by $200. My bill in the amount that I am obligated to pay by the care program is paid every month on time. They refuse to correct this issue! Constant harassment about my bill, but will not correct the issue!

Chris Rudesill

Hello,

My name is Asia Thomas.

I had not received a bill from you all in several months and I have always been signed up for ebill and email alerts.

My email address is "[protected]@hotmail.com"

It seems that when I log in via the app and access the online website I am not being allowed to reset my bill/account notices to my email. When I press save it does not save it. Says email cannot be saved but this is the email I always use and it was working fine before, as you can see I am emailing from it now.

I do not want to have issues with my electric being cut off due to this issue. My household is with disabilities. I am a disabled person.

I am unable to call in to customer support so all communications will have to be via this email. Account history says you attempted "notice call" multiple times but why haven't you emailed me directly any notices or bills?

Because of this ongoing issue and my current past due balance of $118, I would like to request an extension of paying so that my services are not interrupted because of your failure.

Thank you.

Requested service on appliances thru the ASP program on March 13th, Consumers sent a service contractor technician to diagnose issue that afternoon and March 23rd ten days later a different contractors technician replaced the wrong part to correct the problem. I continue to have same issue that same day with the appliance, That tech was aware it did not solve the issue. The tech wanted to order the correct parts but Consumers Energy decline. I contacted Consumers Energy and requested for a second opinion on March 23rd, Consumer sent another contractor company on March 29th for second analysis but decline the correct repair cost. I contacted Consumers Energy several more times regarding the problem was not solved and I was not satisfied with the services. I was told that I cannot cancel the ASP program until I paid for the an additional five months ASP fees. I been on the Appliance Service Plan program for many years and when service is needed I must paid for the repair. I'm asking not to be charge for additional four months in fees in which I just for for one month.

The appliance repair issue was not solve and I'm paying for the repair myself.

A powerline busted during the last ice storm in Crystal Michigan, smashed my window which we did get replaced at the cost of 376.00 however the dents in my vehicle I can not afford to get them fixed, this was not my fault and I will say that the wood that busted and flew into my vehicle was old, it was not maintained at all. I feel this is a situation that consumers needs to fix, I should not have to drive around in a nice car with dents, I still have the wood and also many pictures of the powerline that busted and went into my vehicle. What do I need to do to get this resolved? This happened on Feb. 28 2023.

I will start out by saying that listening to a timeshare sales pitch while getting a colonoscopy and having a root canal would be 100x better than dealing with consumers energy. Had a whole house generator installed in November of 2022. Contacted consumers about a meter upgrade. Filled out forms, took pictures and submitted them. Weeks later I inquire about the status because consumers is not in the customer service business. Just waiting on another tech to come to the house. The process is like this. Submit photos after which consumers will send someone out to take pictures. This person takes pics but actually look at the meter for issues. They then will schedule another person who does actually look at the site and meter but he is incapable of taking photos I guess so I wait for 2 scheduled techs to evaluate. This is November 21st of 2022. On December 1st I am told I need an upgrade and the cost is $1600 because they need to move the meter 7 feet because of a window. I pay in full and ask if I could have 2 tees installed. 1 for the barn and 1 for the generator. I was told on December 8th that that was okay and to inform scheduling when they contact me so they could inform the technicians. On December 13th, my check is cashed and I am off to scheduling. I was advised to be patient as there was a meter shortage. I checked in numerous times to get the same message that there is a meter shortage. In this time, I have a fully paid for whole house generator sitting doing nothing. I had to rent a generator for the first outage during the wind storm. Paid 13,300 for a whole house but am now renting and rigging a generator to my fuse panel that is not set up for this. This past ice storm, I said I will keep my fingers crossed and not spend more money on a rental generator. Bad mistake as once the lights were out, no generators to be found. I have a FP that I ran full tilt for 4 days at 10% efficiency as most goes out the chimney. I also had a kerosene heater in my kitchen as well as a portable propane upstairs. These were both purchased well after my WHG. Finally on February 24th I filed a complint with the MPSC. I was contacted quickly by them as well as consumers acknowledging my complaint. I was told I was escalated to the highest level of action and someone would be in touch. On Feb 28th I was contacted by Consumers. I was told that consumers has had no 425 meters and had no expected orders for any. Nothing is on order and no meters are expected to arrive but I could cancel my order and get my money back if that would help. That would do nothing to make my $13300 generator functional however. I was also told that consumers was working on solutions but there would not be any equipment to get me operational until fall of 2023. I was also told that there were 100's of people before me so I wasn't being singled out. That is is good to know. This is for the most popular large residential/ small commercial meter offering they have. So consumers has no solutions to this problem except to cancel or wait a year after payment and maybe something would change. I asked about a larger meter and maybe 1 day I would want a pool with a heater. Awesome, those are available and all I would need to do was pay more money for the cost increase. This wasn't offered as a solution to consumers lack of needed parts but if you just keep throwing money at it, something should happen. Scheduling contacted me today and said March 23rd. Awesome after $2000, I will finally have a functional generator. Well, not so fast. Remember the tees I said would be put in? As predicted, scheduling has no idea what I am talking about. They have nothing to do with that and I would need another work order. Contacted the designer and reminded him of the conversation we had on Dec 8th. He says oops, he was misinformed. I could probably have someone come out after and put them in. So pay consumers to install the feed and then pay someone else additional to immediately take out what they installed and put in the 2 tees they said could be installed. How is any of this possible? Consumers has zero concerns because there is zero accountability. What choices do we have. Can I call another gas company for service? I can buy gas from someone else but consumers has the monopoly on the parts and switching would solve nothing. This a complete joke with no oversight or solutions. There would be so much less aggravation and confusion if consumers just said eff off. We do what we want, when we want. Just keep paying the charges and get over it.