Consumers Energy - Royal Oak, Michigan

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Consumers left us without gas for four days because they accidentally put a lock on the wrong gas meter. We were left without hot water, heat or an oven in the middle of winter. They barely attempted to solve the issue for their own mistake.

We first had an HVAC tech come out from a different company, he could not take the lock off without Consumers.

The first Consumers tech came out, looked at the meter for an hour, then said he couldn’t fix it. He was supposed to come back the next day, didn’t show up. I called three times that day, they confirmed every time that he would come that day.

Finally the next day, someone showed up and turned our gas back on. He was very polite and kind, most importantly, he actually fixed the issue.

The way this company operates is absolutely ridiculous. You left a family without gas for four days because your technician couldn’t tell the difference between meters. Making a mistake that major and then dragging your feet to fix the situation is unacceptable. I would never use Consumers if I didn’t have to and you will be hearing from me.

Collin Mcdaniel

Highly disappointed
I did not know auto pay was not set up correctly and they shut off my gas without notifying me. Called and explained what happened and they don't know why we were not notified and did nothing to try fix the situation.
Still have no gas and auto pay has already been fixed. They won't send someone to turn it back on till the evening time

Erin Seitters-walter

I wish i could rate consumers 0 stars for the absolute miscarriage they have done with my boyfriends natural gas account. They have hidden fees they dont tell you about they actually lie & tell you it wont cost anything & then send a technician that lies about the work they did & then sit outside of my house for an hour before they leave. then they tried to charge a $100 fee for the visit even thought they dont go in crawl spaces or attics so theres no way he did any work in my house.
Next on the list we have yesterday night after the sun had gone to bed they came & turned our gas off & left a slip on my door handle, no warning, no knock. Our gas account is paid up & the next bill isnt even showing yet. But probably the best part is how they tried to lie on the phone & say they turned the gas off that morning at 8:45a even though I was here using the gas until 6p that night. I know the gas was on all day because my water heater has to be relit frequently & i am always checking it to make sure the pilot is still lit.
So here i am sitting in a blanket waiting for a technician to come turn the gas back on because the customer service represenative said it was a "mistake" that they shut our gas off. It's ridiculous to me how carelessly they will make a mistake & not care to prioritize rectifiying it. The woman said between 8am to 12pm the person will come & there has to be an adult here. So because they made a mistake i have to sit in the cold for 4 hours or more waiting on a technician. They say between 8a or noon but you know they wont come until 1:30p. This is how consumers treats people who pay their bills so i cant imagine if someone couldnt pay it how awfully they would be treated.
I will be filing a official report with my local public works commission & i suggest you do as well as this is the only way for good citizens to hold our public utilities responsible. It's a shame the monopoly that consumers has in michigan & they still treat their neighbors like dirt. I would love to know why we are turning peoples gas off in the cold here in michigan! As im writing this it's february 8th & 35°f outside not too far from freezing. Im sure it will drop down below freezing within a few days! I couldnt imagine having kids or having a hard time paying my bills & this is how you get treated by consumers. They will not even talk to anybody but the account holder! Why is there so much security on a natural gas account! what could somebody possibly do with that information beside pay my bill.
The last of the long list of issues with Consumers Energy is how hard it is to get through to somebody on the phone. My boyfriend works 7a to 5p everyday except sunday & of course consumers is closed by the time he gets home 99.9% of the time. They make no exceptions for their own customers who work hard to pay their bills! They insist you use your own time to rectify their mistakes! They wont even talk to anybody in your home about it unless you file a form to have that person on the account. It's ridiculous & not how a public utility should conduct themselves!
I will end this by providing information for reporting your local utilities so that everyone has the opportunity to stand up for themselvea against these inhumane corporations. Consumers Energy has been a thorn in my side for years ever since i had my first bill with them when i was 18 so i am very versed in reporting them. Each town is require to have a public works commission & they are tasked with taking in reports of injustice to residents of the community by public utilities. They also have 10 business days to investigate & resolve the matter working with the resident & the public utility to a mutal satisfaction. The reports & outcomes greatly influence the local laws & ordinaces in which utilities are allowed to conduct themselves.
Remeber we are the demand that creates supply so without us there is no consumers or DTE & they need to know & respect that. It's never too late to get involved with things that effect you & raise concerns especially about public utilities!

Rafi K

If consumers has to do work on your property be careful and take pictures of everything they do. They will damage your property to put in their new gas lines but will not fix the mess they caused. This is a company that no integrity

Anthony Morris

Absolutely terrible. Called Consumers about a discrepancy with my bill. They keep trying to transfer me and it keeps hanging up. After the 4th time I called I requested I don't be transferred due to it hanging up, still trasfered me anyways. And guess what? It hung up. The woman I spoke with 2nd was very disrespectful and unable to assist me at all. I requested my meter be checked for possible issues as $189 for 1 month bills seems incredibly high. Was meet nothing with attitudes by the customer service and wasent able to get anything answered. The fact Michigan allows a Monopoly and we have to use Consumers is a joke. All I wanted to know is how much I have to pay for the month and after being told close to $240 I did not accept it and wanted more information, information I never received. Absolutely terrible customer service. I dident have a attitude, was just trying to get it figured out because I'm living on a budget and I was told 2 weeks ago my payment would be $145 for this month.

Molly Freeman

About to shut me off because they put someone else’s information on my account and is blaming me. My heart stopped back in April and I can’t work, they are saying I don’t have any payment plan options because of this. They are not willing to help me at all about this.

Gabriela Salagean

If you are seeking a company that lacks integrity, misleads in the way they disclose information and will add fees to your account that you are then unable to remove or get refunded then this company is for you!!!
They have separate departments that don’t properly communicate with each other and if you ever have an issue, it will go unresolved for months and you will be passed around from person to person. The company takes zero responsibility for how they operate blaming the customer while they act clueless.

I'm forced to give them this one star. They are one of the worst companies that I’ve EVER encountered.

Do yourself a favor and DO NOT USE!!

B Deshoot

Came home the other day to my gas being shut off. Thought it was weird considering I am paying them every month. Tried to contact Brie, who’s name and number was on my shut off notice. First off, Brie doesn’t answer her phone. I called 6 times the first day and nobody called back or answered. The 2nd day I called 4 times in the morning to finally get a hold of Brie. She was extremely rude and right off the bat accused me of stealing gas from them. After several phone calls and going through records and cameras on my house, we find out that when they turned the gas on, they didn’t mark it in their system. This was explained to Brie over and over again. To which she said it couldn’t be a mistake on their end, no way it could ever happen. After this my partner calls her to figure out when we can expect back on. Again, Brie tells her that she doesn’t know me and I could be stealing and lying to her. So after Consumers Energy messed up , Brie decided to call me a thief and I am still waiting for my gas to be turned back on. Brie set up an appt for 12-3 which I left work for and nobody showed up. So this is day 6, they know they messed up and I am stilling waiting to be able to take a hot shower and do laundry. So thanks to Brie for proving no help and awful customer service. She shouldn’t be working with people at all.