First, no service was requested. Apparently, this service was initiated by Consumers Energy. Second, there was no communication whatsoever with my mom before they showed up on a very cold snowy day and turned off my mom's electricity while I was at work. My mom had no advance notice, no ability to use her stove or microwave, and her heat was disrupted for several hours on a very cold snowy "feels like" temperature in the single digits. My mom is an elderly woman who was unable to go out in the snow to question what was going on. Moreover, she should not have been placed in this situation. Finally, the workers took away wood that my mom had purchased for landscaping purposes. All of this occurred with no communication or even notification to the homeowner- my mom. I am beyond frustrated and appalled that these actions took place. UPDATE: The next day, the trucks were outside my mom's property once again. Since I was there, I ventured out through the snow to ask them about their plans and whether they would once again be cutting off electricity. The person I spoke with was very pleasant and promised to check on the plans. He kept his word and shortly thereafter knocked on my mom's door to advise that they would once again be turning off electricity for 2-3 hours. At least this time we had notice - even though I had to seek it out. My mom was prepared and it was less surprising than the previous day. I still think that Management should have provided advance notice of the electricity interruption but appreciated the helpful information from the worker who was on the job site. Because of him, I am upgrading one star, and yet believe Management needs to do a better job of keeping residents informed. read more

We had a power outage after a tornado in Coldwater. Consumers found a broken wire on the pole in the line fence of our neighbor's property. They cut a bunch of trees and brush down and left the mess in our yard. I called customer service and was told it was my responsibility to clean up the mess since it was my trees and brush. I even talked to a supervisor and was told it was my mess to deal with. They also cut a neighbor's tree that fell into my yard and was told I would need to contact the neighbor and have them clean up that part. I'm 82 on a fixed income, not sure how I will ever get my yard back. read more

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Have been on hold for 24 minutes so far. This is COMPLETELY unacceptable! It's not like we have a CHOICE in who we have to use for our energy needs. Consumer's you can do MUCH better than this! read more

Part of an enormous tree in the house behind ours fell and took out power for half the neighborhood. I saw it fall, a neighbor saw the transformer spark. Power was restored in under ten hours. So far, so good. Consumers Energy took the tree down and most of it fell in our yard, something we discovered only yesterday. Big slabs of trunk and huge limbs are strewn near our fence, which is partly damaged. Nobody in the crew or the company thought they should tell us what happened. That shows a lack of respect for customers. read more

always the first to lose power and the last to restore power and when summer comes around 90 degree's they charge us double the rate for peak hours when people need their AC the most.Rotten service I would have never moved to an area that has Consumers Energy only several other energy companies like Tri Star hardly ever lose power.I give Consumer's Energy an F they suck! read more

If I could give less than 1 star I would. Garbage company, garbage staff, would rather just go without power. Reason being, they will put random $1200 charges on your bill for no reason. I know most people don't have a choice but dear God, if you do, DO NOT GO WITH CONSUMERS ENERGY, you're bank account will appreciate you looking elsewhere. read more

Kinda slow to respond but the people are kind, work efficiently and are very professional. The people who answer the phones aren't very useful tho. read more

Finally got the power on. Only 24+ hrs after you said you would. Adopted the policy of, 'under state, so you can over deliver.' You guys do the opposite. read more

Customer service went out of their way to not only be extremely helpful but empathetic as well. They will do their very best to work with you if you keep your lines of communication open! read more

They have torn up my yard 3 times, set my high end surge protector and TV on fire, deleted my ASP coverage in January 2024 and when I called, the wait time was so long they had to call me. The agent had so much static on their line I couldn't understand her and then she transferred me to an ASP agent who said I never had a plan when I had it for 19 months. I asked for a supervisor and was sent back to wait in line again for a Consumers agent. My budget plan was holding over $500 and an employee said it's right where it should be, meaning it will earn a lot of interest for Consumers Energy. the worst energy company I have ever used around the country. The MPSC isn't doing their job reining them in since the last CEO who left, who did care about customer service. Absolutely a horrible run company that needs more oversight and maybe public pressure on the MPSC to do their job. Today I received a call from their customer advocacy group and the employee said that she felt the employees at Dial America needed coaching. Then she replied to a BBB complaint and a MPSC complaint and said they didn't need coaching and did nothing wrong. I no longer trust them and feel that the risk of a fire like I had due to their equipment causing it, is a scary issue for anyone. They need to have an audit that ensures the public is safe. read more

Customer service is totally unresponsive. They speak from rehearsed wordtracks and are unable to answer customer questions with relevant details. Speaking to a live person is no more helpful than the automated phone system. In a crisis it would be helpful to talk to a real person willing to listen and provide useful guidance. read more

My husband and I built a new home. We started the electricity part of it early by getting someone out to draw up a plan on where poles etc. would go. That took awhile... maybe three weeks to get a drawing. By the time I got the engineered drawing back he had done the complete opposite of what I told him and we both agreed on. I wanted overhead with the free footage, he drew up underground which cost $600+. Instead of making a deal about it, I accepted that so we could get things rolling (because Consumers had already taken their sweet time and I never received any call backs - always me calling them to follow up). I asked out tech if there was anything I could do to get power out to our home as quickly as possible - he said "no" that was all he said. Anyways, run into a few easement issues, then they schedule it out for 11-15 business days in the middle of Christmas and New Years. By this time I was made aware that I owe a "winter fee" now because of issues out of our hands. That doubled our rate to $1200... so now I'm paying for the techs mistake of doing an underground drawing PLUS a winter fee. FINALLY get electricity MID January after starting this whole process back in September. BTW in the mean time right before we got our power I talked to a woman at Consumers who told me they could have put a TEMPORARY POLE on our property when all this started. My tech, Zach, NEVER offered me this information even though I repeatedly asked him what I could do, how I could help, how I can get power as soon as possible as the only thing my house was waiting for was power! He was the worst, absolutely NO going out of his way. That got me furious But that isn't even the worst part. When the job was done, it took FOUR months to get people out there to do a days worth of work. They left our property and we had (still have to this very day... VALENTINES 2020) a TRENCH where the underground wire was not backfilled good enough or at all. The sheath from the wire is exposed now in our yard 137ft from the front to our home. I was told on January 5th that they would be out in 5-10 business days to fill... NOTHING. I follow up on FEB 3rd. This guy tells me he will "draw up a plan" and get back with me... I sent him pics the next day of the TRENCH and asked him when he would be out ... STILL NOTHING AS OF TODAY! Today, Feb 14, 2020 I look on my camera and my poor USPS man fell in our trench (that is now covered in snow). He could have broken his leg, he could have sued me if something happened. My 4 year old son has fallen in this trench. We have all tripped and fallen. So now, I have a trench that is covered in snow in which everyone falls through and is a liability to me. But you cannot get ONE phone call or follow up from this terrible company. If I could rip up the pole and have someone else put one in, I would in a second. This place is a joke. They sure were fast to get my bill up on my online dashboard though! read more

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About 1 year ago I wrote a letter to the staff at the W Willow payment center praising the friendly la dies and the speed of service. Unlike the BWL service center which has a security guard at the entrance. I believe this is intimidating. Shortly after I received a thank you card from Linda from at Consumers. It was very much appreciated. Sincerely, Judith B. Smith read more

After a very trying and difficult month long battle with the personnel in the office of the Appliance Service Plan of Consumers' Energy, we finally have our Clothes Washer repaired! 2 different tech have been to our home and were unable or unwilling to perform the necessary repairs. 7 calls were made to the 1-800 number until finally Consumers' was able to locate two true professionals. Colin Hoge & Anthony Rudd analyzed the problem and performed the required service in record time with a truly a professional attitude and business like manner. They are truly great representatives of the company. Many Consumers employees could learn from the way these fine gentlemen conduct themselves and deal with their customers. Thanks to Anthony & Colin Dick & Polly Fitzgerald Holt, MI. read more

Probably the worst managed organization we've worked with. Two years we've spoken to half a dozen people concerning gas and electric. We've been given 5 different prices. We've been told we will have our most current bid August 27 today's date. We've been asking for three months. Ashley, Ed, mike, Stephanie are just a few people we've worked with. Here's the kicker they are the only power company there is. Monopoly anyone? So we wait and pay any price they give because there is no competition?!?! read more

They have owed me money for over a month from a credit balance. They refuse to refund me and are holding onto the money. As an additional slap in the face I was due 78.00 at the beginning of may. Now they are taking additional funds $7 out towards their "poor folks" assistance program among other things... and 2nd month in a row holding onto my credit balance. They will refund me in 14 days from the end of this month but won't give a specific date. When you call them they are rude and condescending once you sit on hold 15 minutes to get a real person... and think it's funny that they have your money. read more

Consumers has Approved Contractors who sell home energy audits, insulation services, etc. with the promise that they will get you rebates for improving the neergy efficiency of your home. Trouble is they put them selves first so that the rebates are not paid as promised. Either these Approved Contractors are incompetent or they are incented by Consumers to minimize the amount that is actually paid to their customers. We were promised over $1,200 in rebates. We received $350. read more

You would be more happy driving rusty pieces of crap covered metal shavings in your eyeballs then deal with Consumers automated phone system. It took over 20 minutes before I gave up trying to get my balance and pay my bill.. Get with the times Consumers, update your automated phone system and fire whomever is responsible for for designing your P.O.S. automated phone system ! Overall, I'm happy with Consumers, and I've always been treated nice when going to pay my bill at the billing center, but your automated phone system sucks! P.S. You owe me for a lunch I didn't get to take today., and please, for the love of God, don't tell me to sign up to the Consumers website. read more